This topic

Openreach major service outage

LB4 — Sun, 23 Feb 2025 13:28:26 GMT

There's been a major service outage in my area for over 3 weeks now. There's a temporary fix in place - Broadband goes off every night and an engineer comes out between 8am and 9am every morning and resets something in the cabinet (takes 5-10 minutes). Last weekend it went off on Saturday afternoon and got reset Sunday morning, the same happened this weekend but no ones been out to reset it. I can't get through to anyone at BT - the online trouble shooter says they're aware and it should be fixed on 4 hours, when I've tried phoning it says they're aware and it should be fixed in 2 hours, the service status checker says they're aware and don't know when it'll be fixed- it's been almost 24 hours. Just need an engineer to come and do the reset, is there any way of contacting openreach - it's incredibly frustrating to go almost the whole weekend without broadband when it could be sorted within a few minutes.

Re: Openreach major service outage

licquorice — Sun, 23 Feb 2025 13:32:22 GMT

Do you seriously think that Openreach aren't aware of the situation and that there is a valid reason for it? As frustrating as it is for you, there is nothing you can do to change the situation.

Re: Openreach major service outage

Manatarms84 — Sun, 23 Feb 2025 13:33:42 GMT

You won't be able to contact Open reach with any effectiveness as they will tell you to contact BT.

If you ring BT they will give you an update if you ring someone, you can also text GUIDE to 61998 for a call back. They will likely not have much more information though as they get it all from Openreach and it's whatever they are sharing

Re: Openreach major service outage

36ULW — Sun, 23 Feb 2025 14:51:19 GMT

Sounds more like there’s a Power Issue with the RDSLAM and the Engineer is changing the Batteries, which usually have enough Power for about 12hrs.

If it is the Power Supply that’s faulty it could be Openreach are waiting on the DNO to fix something.

Re: Openreach major service outage

apoplectic — Sun, 23 Feb 2025 15:03:53 GMT

Licquorice. The usual unhelpful, unsupportive response, from one of the usual people who seem to spend all their time on this forum day after day, for years. This isn't a hobby forum. If it makes you so grumpy, do something else.

Re: Openreach major service outage

pddco — Sun, 23 Feb 2025 17:48:03 GMT

@apoplectic Appreciate it’s very frustrating but hopefully you’ve been able to hotspot WiFi from your mobile devices to cover the downtime? Meanwhile, and it’s a bit of a long shot this one, and assuming you have a copper terminated broadband service (FTTC) .. If it’s indeed what @36ULW is suggesting and an engineer is coming out to change batteries, would you happen to know where the green street cabinet that feeds your broadband is located? If you do, and you’re feeling lucky, you may be able to time it such that you could chat to the engineer while they are there and ask them what’s going on? If you normally get around say 70Mbps then the cabinet won’t be too far away. Perhaps within 200meters. Just a thought and another approach.

Re: Openreach major service outage

licquorice — Sun, 23 Feb 2025 18:05:23 GMT

@apoplectic QED

Re: Openreach major service outage

36ULW — Sun, 23 Feb 2025 20:21:39 GMT

Wouldn’t have a clue where it is pal. 🤷‍

Chances are we live in different parts of the Country, maybe even in different Country’s given Openreach operate in 4 of them.

Re: Openreach major service outage

chrisjp — Sun, 23 Feb 2025 20:32:58 GMT

"Do you seriously think that Openreach aren't aware of the situation and that there is a valid reason for it?"

I think you may be being too generous to Openreach! They are as capable as any other service provider in forgetting things and getting things wrong.
Still, as others have said, I don't think there is any way of getting action from Openreach directly. You'll need to go through BT, but at least then you should get some sort of finanancial compensation for the loss of your broadband service.

Re: Openreach major service outage

pddco — Sun, 23 Feb 2025 22:26:07 GMT

@36ULW Was your reply in response to mine? If so I was suggesting, albeit a long shot, that @apoplectic may be able to get some info from an engineer at the cabinet. Sorry for confusing you.

Re: Openreach major service outage

pddco — Mon, 24 Feb 2025 00:36:37 GMT

Sorry @LB4 my responses were meant for you but I got mixed up and put apopletic’s tag in there by mistake.. hope you got the idea anyway.

Re: Openreach major service outage

gg30340 — Mon, 24 Feb 2025 10:50:30 GMT

@apoplectic

With 29 posts, the vast majority of which didn't offer any help to the OP of the posts and only 1 solution offered I don't think you are in a position to criticise anybody about being " unhelpful, unsupportive response" and being " grumpy".

Some of your posts for example:

https://community.bt.com/t5/General-email-queries/Why-am-I-being-advised-that-my-email-could-not-be-delivered-due/m-p/2356618#M111959

https://community.bt.com/t5/Home-phone-including-Digital/Digital-voice-and-weak-to-non-existent-mobile-signal-so-what-do/m-p/2320144#M91576

https://community.bt.com/t5/General-email-queries/Re-Account-hacked-and-reset-password-and-number-changed/m-p/2378638#M113210

https://community.bt.com/t5/Home-phone-including-Digital/Digital-Voice-Keep-same-telephone-number/m-p/2388158#M98123