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Message 11 of 18

Re: BT Internet is not working - Not able to view fault status

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ok thanks @pippincp 

 

Do you know if there is any other way i can view the fault status, when i try to view through myBT it is saying that "Track faults - There are no faults to display for this account."?

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Message 12 of 18

Re: BT Internet is not working - Not able to view fault status

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@c_harvey 

You have a fibre (FTTC) connection, not an ADSL one.

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Message 13 of 18

Re: BT Internet is not working - Not able to view fault status

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Engineer came by yesterday (was able to get an earlier appointment) and unfortunately was not able to fix the problem and said that it would need to be passed to Openreach to resolve. I am able to view the fault on MyBT now but is doesnt say anything about it being passed to Openreach yet.

Does anyone know how long i should wait before i start chasing for an update?

I am asking as when i track the fault it is saying i told them the fault was fixed before the appointment took place (i didnt) and i am worried the fault will get lost and not passed over to Openreach because of this. (Fault is currently still open)

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Message 14 of 18

Re: BT Internet is not working - Not able to view fault status

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The useless Qube engineer who cannot touch the Openreach network should have passed it on for an Openreach engineer (who you should have had in the first place) to resolve.

Fault tracking should update later today or early tomorrow and you should have an Openreach engineer by Friday latest.

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Message 15 of 18

Re: BT Internet is not working - Not able to view fault status

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Its been a day with no update

Any chance progress is being made but not communicated?

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Message 16 of 18

Re: BT Internet is not working - Not able to view fault status

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I also have BT Halo 1 with the "keep connected promise" where i should be sent a 4G Mini hub when i have a fault, but have not heard anything about this either?

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Message 17 of 18

Re: BT Internet is not working - Not able to view fault status

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Still no update from BT or openreach, raised a complaint last Friday online, said call scheduled for Friday still no contact (last update is the automic update from friday.)

Track fault - last update is from last tuesday (10th)  saying engineer visit complete

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Message 18 of 18

Re: BT Internet is not working - Not able to view fault status

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Hi @c_harvey,

Thank you for updating the thread. I'm sorry if your service still hasn't been repaired. If you send me you details, I'll be able to take a look at what is happening with the fault.

I have sent you a private message with instructions on how to contact the team.  You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

Paddy

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