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Message 1 of 16

Almost 8 weeks without broadband connection!

On 17th August I was supposed to get a free upgrade to superfast fibre optic broadband. I duly stood by waiting for the process to complete. It never did: that evening, I lost my broadband connection and it has still not been reinstated almost 8 weeks later. In the interim, I have spoken to no fewer than 30 individuals (either from BT or OpenReach) and have received several fraudulent notifications thanking me for informing BT that my service had been restored. I have then had to contact BT again, on several occasions, to say that my service has not been restored and these calls have been noted down as new complaints. Consequently, my record of faults on My BT is quite long and does not reflect the true facts: the reality is that I have had the same problem all along and BT has failed to fix it.

 It took several weeks before it occurred to anyone at BT to provide me with a Mini Hub. I have been using a Mini Hub for the past few weeks and was promised that it would not be switched off until such time as my own broadband had been restored. Despite that, a few days ago I received a text saying that the Mini Hub had been switched off. I had to call BT yet again to get them to turn it back on. As a disabled person defined as ‘vulnerable’ for the purposes of the recent lockdown, I survived those difficult few months with the help of contact via the internet. I am no longer assured of that due to BT’s incompetence. I have been promised for the nth time that my broadband service will be reinstated by a particular date and the current date given is Thursday 15th October 2020. However, I am no longer holding my breath. A letter of complaint in the strongest possible terms will have already reached OfCom by that date. I have had enough! Does anyone from this community have any advice they can give me?

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Message 2 of 16

Re: Almost 8 weeks without broadband connection!

do you have a dial tone on your landline?



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Message 3 of 16

Re: Almost 8 weeks without broadband connection!

Yes, I have a dial tone on my landline.

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Message 4 of 16

Re: Almost 8 weeks without broadband connection!


@gattopardo20 wrote:

Yes, I have a dial tone on my landline.


If you dial 17070, does the number that is read out, match your phone number?

Did BT send you an new BT Home hub to use?

 

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Message 5 of 16

Re: Almost 8 weeks without broadband connection!

Thanks for your response. I dialled 17070 and my own telephone number was read out to me. I don't think that has necessarily always been the case, though: the first engineer who came to the house had to ring me on my mobile to find out where I lived because he had both the wrong address and the wrong landline number for me. One of the things which has particularly bothered me about all this is that, when a repair has ostensibly taken place, I have very rarely been called by to ascertain whether or not my broadband is functional. Invariably, it hasn't been. It's all very well carrying out remote test after remote test but if the end user is still not able to get beyond the solid orange light on their hub, surely a new approach is needed.

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Message 6 of 16

Re: Almost 8 weeks without broadband connection!

Yes, they sent me a new hub.

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Message 7 of 16

Re: Almost 8 weeks without broadband connection!


@gattopardo20 wrote:

Yes, they sent me a new hub.


I assume this was a home hub 6, or a smart hub 2?

Which BT home hub did you have before?

It does like there may have been some confusion over the routing, which is why you had the wrong number for a while.

What does your master phone socket look like?

 

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Message 8 of 16

Re: Almost 8 weeks without broadband connection!

Hi @gattopardo20,

I am sorry to hear about the problems you've had and for the length of time that it's taking to get it fixed.

We will do all we can to help you. I've sent you a private message with some info that we need to help.

Thanks

DanielS

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Message 9 of 16

Re: Almost 8 weeks without broadband connection!

@DanielS 

You seem to have lost your moderator label?

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Message 10 of 16

Re: Almost 8 weeks without broadband connection!

Hi there,

I was given a smart hub 2. It replaced the smart hub 2 I had before which they thought might be faulty because of having done factory reset too many times. Before all this happened, my OpenReach socket was downstairs. It had been there for years. One of the engineers who came out relocated it to an upstairs room which I use as my office. It looks like No. 7!

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