Broadband and digital voice fault

[Addy]

I’m on FTTC and the hub has been flashing purple since about 5:00 this morning. Apparently there is a problem with these services in my area. However neighbours with BT don’t seem affected.  It’s not the hub as I tried a spare with the same result. 

My BT just said we hope to fix it soon

 the 61998 text bot said it shud be fixed in four hours. 

when I ring and go through the auto system it says will be fixed in 2 hrs which it’s been saying since 5 this morning. 

i finally managed to speak to a human who said the fault had been fixed yesterday at 17:30 and should take 24 hrs for my bb to start working. So if it was fixed yesterday why are all the auto systems saying there is still a fault. Also I’m not sure i believe the 24 hr wait if it had been fixed wouldn’t the BB come back straight away. 

any ideas or suggestions?

 Cheers

 Ade

[Lesley_W]

Hi @Addy 

Thanks for coming to our community.

Have you noticed any improvement since posting this? 

I would have expected the broadband to start working as normal if the problem was already fixed, but our team over the phone would have been able to see more information and be able to give you specific advice.

Lesley

[Addy]

No, no change unfortunately it seems that it is just BT EE and plusnet customers are out of service

[Michael_D]

It does sound like it needs to be looked at further @Addy.

I'd recommend trying the automated test again to see if that still shows a problem and if there is any change to the timescales, and speaking to our tech guides again to look at it further.

Please keep us posted with how you get on.

Michael

[Addy · Accepted solution]

Woo hoo.

despite being informed this morning that the fault wouldn’t be fixed until 19:00 tomorrow an Openreach engineer has his head in the Green DSLAM cabinet at lunchtime today. Now everyone is back in service. 

thanks for all the replies

 Ade

[Michael_D]

Fantastic news @Addy, I'm glad to hear it is sorted now.

Thanks for letting me know.

Michael