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Message 1 of 18

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

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Hi

Could anyone help me with tracking my fault status please?

 

Internet stopped connecting yesterday, i can connect to the hub through wireless and ethernet but am not able to connect to the internet.

BT Smart Hub has a blinking purple light, after going through all the online help (restarting hub, connecting to the master socket, connecting to the test socket etc) i used the text check on the line and reported a fault. I got a fault reference number as was told that an engineer had been booked for next wednesday and that i could monitor the status online.

 

However even though my MYBT hompage shows the fault when i click to view fault status to track my fault it says

"Track faults

There are no faults to display for this account."

I would like to know what the status of the fault is and see any updates? Also i would like it if i was able to see what the tests have show for my connection if possible?

Can anyone tell me why i am not able to track the fault or if there is another way to view it? (i have already tried the app and cannot see it on there at all either)

 

 

 

 

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Message 2 of 18

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

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@c_harvey 

As you say you have an ADSL connection which comes from the exchange, do you have dial tone on your phone?

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Message 3 of 18

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

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Hi

@Keith_Beddoe 

I dont have a phone connected as i just use my mobile, is there any other way to check this?

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Message 4 of 18

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

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@c_harvey wrote:

Hi

 

I dont have a phone connected as i just use my mobile, is there any other way to check this?


Not really, its just that if your phone does not work you can report it as a phone fault, and it gets fixed quicker. Usually broadband problems are caused by a disconnected line, which means your phone would not work.

What speed do you normally get when your broadband is working? Normally ADSL can go as high as 19Mbs down and 1Mb up.

 

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Message 5 of 18

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

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Sorry i dont know what my speed usually is, everytime i tried to test my speed on MyBT it wouldnt complete.
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Message 6 of 18

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

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@c_harvey wrote:
Sorry i dont know what my speed usually is, everytime i tried to test my speed on MyBT it wouldnt complete.

What speed are you supposed to get?

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Message 7 of 18

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

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The highest possible, so 19mbs.

 

[EDIT] I have the Fibre with BT Halo 1 Package

Which says that

"Normal available speeds
Your normal available download speed will be between 72-73 Mbps
Your normal available upload speed will be between 17-18 Mbps
 
Minimum guaranteed download speed
Your minimum guaranteed download speed will be 70 Mbps"
 
Though i am guessing i will not be getting anywhere close to that
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Message 8 of 18

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

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Which exchange are you on?

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Message 9 of 18

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

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Buckingham i think
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Message 10 of 18

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

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If you are on Buckingham exchange (01280 area code) then as there are no cabinet issues in that area the fault must be specific to your line.

You'll have to wait for the engineer on Wednesday.