No phone or internet service, confused as to what has to be done

Dauer — Wed, 05 Feb 2025 12:49:21 GMT

Hi all,

I lost my service on friday afternoon, around 5pm, called BT to report a fault, they sent me a text, I replied with "phone", they ran checks and decided that it's a network issue and will fix it within 2 working days.

Fast forward to 10am monday, I received an automated text saying they believe the issues are now fixed. Text message said to reply with "1" if it's fixed, "2" if it's still not working, so obviously I chose "2", they said they'll run more diagnostics and will come back to me within 24hrs.
However, I missed an email they sent 30 mins later saying I need to book an engineer appointment; I did not see this email until 7am on tuesday. I called them up at 8am to try booking an engineer, was in a queue, then an automated voice said they got my account details, are aware of the problem, and will send someone to fix the service, then they ended the call.

It's wednesday today and I received another email saying I need to book an engineer appointment, but it was my understanding that the fault is somewhere within their network and I wouldn't need to book an appointment, as that involves an engineer going to my property, which I was told would not be required.

I did the usual troubleshooting, like connecting the phone line directly to the socket underneath the plate, trying another phone etc. and results were the same.

I'm really at a loss here and would appreciate some advice, perhaps moderator assistance if at all possible.

Re: No phone or internet service, confused as to what has to be done

imjolly — Wed, 05 Feb 2025 13:01:44 GMT

the forum mods no longer have account access so try going to help at top of forum page then either track fault or raise fault

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No phone or internet service, confused as to what has to be done

Re: No phone or internet service, confused as to what has to be done