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Frustration with ongoing fault -how to progress

Jaytwotwo — Sat, 12 Nov 2022 13:14:41 GMT

I reported a fuzzy phone line which worsens after several minutes and a very weak broadband signal. Since then I feel like I am on a merry go round.

I have been struggling since 1/11/22 with a fault, it reported fault outside and fix estimated 4th, then email 5th saying needed more time. I heard nothing after that and attempted to phone and resorted to online chat which was a nightmare - in all I was on chat for over an hour. I had the presence of mind to copy and paste chat! Told another date then later another text message with another date and then this morning yet another text with another date, which pushes this into next week.

I am unable to speak with anyone and I have to sit close to hub to use laptop.

All I am aware of is that it is being dealt with by a priority team in Cardiff that you cannot speak, text or email.

Any guidance would be appreciated.

P.S I did check the main socket as requested via chat link.

Re: Frustration with ongoing fault -how to progress

imjolly — Sat, 12 Nov 2022 13:25:08 GMT

Did you try resetting the hub to see if that helped? if you have digital voice have you gone to hub manager then phone number and then reset base?

Re: Frustration with ongoing fault -how to progress

Jaytwotwo — Sat, 12 Nov 2022 13:46:39 GMT

I don't have digital voice, and I believe the fault is outside property overhead or underground.

Thank you

Re: Frustration with ongoing fault -how to progress

NeilO — Sat, 12 Nov 2022 14:01:55 GMT

Hi @Jaytwotwo I'm sorry about the fault with your line and the delay getting this sorted. I'll send you a private message so you can get in touch with the moderation team and we'll be happy to chase up Openreach for an update.

Thanks

Neil

Re: Frustration with ongoing fault -how to progress

Jaytwotwo — Tue, 15 Nov 2022 21:13:08 GMT

Sadly I am in total disbelief - today they worked on the problem and I had an email saying my service should be back to normal. This was about 2pm. This evening when receiving a call the fuzz and crackling was as bad as ever.

After two weeks still not resolved.

I can't report a fault because the other two are still open.

Re: Frustration with ongoing fault -how to progress

DanielS — Wed, 16 Nov 2022 11:22:37 GMT

Hi @Jaytwotwo,

I am sorry that this is still ongoing.

I will let @DavidM know that you were in touch today so he can look into it for you.

Thanks
DanielS

Re: Frustration with ongoing fault -how to progress

Jaytwotwo — Wed, 16 Nov 2022 13:08:41 GMT

Just to update the phone was dreadful last night - today it seems fine, so fingers crossed.
Many thanks to you and David M