BT Retail Server Issue - why book engineers for home visit?

[umaradam]

Last week my HomeHub 5 light turned orange with flashing 'b' light.

Reported the fault, advised there was a line fault and engineer booked for 30th November 8am-1pm.

Lo and behold no engineer turned up! Called to check and was told that no engineer was booked - escalated to 2nd line and waiting for a call back. 

Went online to check the status - its logged as reported on 26th Nov, and the little image shows below:

Fault is at the BT retail servers. 1) is this info accurate? 2) if so, why book a home visit?

Appreciate if anyone can help me here as I work from home and been struggline for last 5 days without BB connection.

Thanks

[Keith_Beddoe]

Is your phone working, and is the line quiet?

[umaradam]

Hello Kieth,

yes the land line is working fine, quiet (no interference).

[Keith_Beddoe]

As you are on BT Infinity, your broadband comes from the cabinet, so the diagram showing BT Retail Servers is not very accurate.

I would suspect there is a problem with the cabinet which would affect many customers.

Have you looked at the BT Service Status page?

https://www.bt.com/consumerFaultTracking/public/faults/tracking.do?pageId=31

[umaradam]

Online it says that there are no faults in my area. 

[SuperSajuuk]

If you go to the following checker, and enter your phone number, what does it say next to the FTTC rows (last column)? http://dslchecker.bt.com

If you post the results of that checker here, make sure to remove the number, as this is a publically viewable forum.

[Keith_Beddoe]

Did you try the broadband summary link, there are a lot of faults at the moment.

https://www.bt.com/consumerFaultTracking/public/faults/tracking.do?pageId=31#broadband-summaries

[umaradam]

Thanks Kieth,

checked all reported faults - there's nothing listed for my area. 

here's a screen grab from the line check.

[Keith_Beddoe]

If you have checked all the connections, and reset the home hub to factory default, then if there is no outstanding fault showing against your line, all you can do is to re-report the fault.

If there is still an oustanding fault, then all you can do is to wait for it to be fixed, which should be by the end of Wednesday.

[umaradam]

Thanks Kieth,

I guess I'm going to be waiting until Wednesday at least.