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jamesbrun
Newbie
829 Views
Message 11 of 28

Re: Broadband off for days.

I have the same issue. My broadband has been out since Sunday. I have been on the phone to support. Done all the usual tests and restarts to no avail.

 

ADSL line is showing connected from the homehub but the internet tab is showing disconnected and the broadband light on the front is glowing white/yellow. Tech support tested the line and reported no errors.

 

I don't believe BT actually has a handle on this issue as I am now connected on a BT FON connection which is presumably being served by one of my neighbours BT broadband connections. How they know the extent of the problems when the call centre staff don't have a knowledge of the problem or any system for reporting it is beyond me. BT are clearly still not on top of the spread and nature of this problem and seem unable to fix it properly - looks to me that everytime they try to fix they are knocking out another customers service.

 

I like the guy who initiated this thread am paying a premium monthly price for what I thought would be a premium service. I am also looking into this being a breach of contract from BT and will be looking to be released from my contract so I can move provider.

 

Can anyone in BT provide an update to when this will be fixed or the exact nature of the problem or are you as clueless as it appears? why are your call centre staff not fully briefed on the issue?

0 Ratings
jamesbrun
Newbie
828 Views
Message 12 of 28

Re: Broadband off for days.

I am located in Sheffield btw
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CeriE
Aspiring Contributor
821 Views
Message 13 of 28

Re: Broadband off for days.

My broadband was cut off on Thursday, after a problem with an Infinity install - no one in customer services has been any help at

0 Ratings
Arcanon
Aspiring Contributor
787 Views
Message 14 of 28

Re: Broadband off for days.

 

Update from me....I spoke to them AGAIN last night to be told "there are no outages anymore"....Ok well wheres my broadband then?

 

Line test ect later......they say "theres a fault"..........I know that....."I have escalated your fault...an engineer can call you but not until 10pm"

 

Ok I said it's late but I'll wait......10 comes and goes....10.30.....11pm.....11.30 I gave up and went to bed.

 

I'll be on to them again today but I dont really need to add anything to this do I? Ive been down for over a week....and if I hadnt sat in the queue AGAIN for 30mins they wouldnt even be doing anything to fix it they had PRESUMED it was fixed????? Or had just been telling me anything that choose to make up.

 

Not great BT not great at all.

 

I feel your pain folks.

Tags (1)
0 Ratings
Distinguished Sage
775 Views
Message 15 of 28

Re: Broadband off for days.

just to update you check this page out you will see the outage is still ongoing http://bt.custhelp.com/app/answers/detail/a_id/15036

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Arcanon
Aspiring Contributor
764 Views
Message 16 of 28

Re: Broadband off for days.

Thanks John.

 

On reading that it's even more confusing.....the one for my area anyway

 

"The issue has been fixed and broadband services are being restored"...however it then says if you broadbands off ring the help line.....so is it fixed or is it not?....if it's fixed why is it labled ONGOING?

 

Whats it all about? I just want some straight answers....Im going to call them in the next hour or two I will post and update.

0 Ratings
Arcanon
Aspiring Contributor
750 Views
Message 17 of 28

Re: Broadband off for days.

**Update** I didnt get chance to call..someone called me on my mobile at work.

 

No mention of "sorry we didnt call last night"......anyway he asks..."is your broadband on?"......It wasnt this morning when I restarted the router to see if it was fixed..........."Are you near you router now?".............No I work thats how I pay for BT's premium service eh?..............."whats time can we call you".......

 

I said 5.30pm, this is for additonal "testing"....................Fingers crossed then this will finaly be getting sorted....IF THEY RING.

 

I've been left a little bitter by this, custmer service wise polite but totaly USELESS. I think an offical complaint is a must....OFCOM complaint a probable....and changing provider a possible.

0 Ratings
Somerled
Aspiring Expert
742 Views
Message 18 of 28

Re: Broadband off for days.

I've been watching this saga unfold, and I've been gathering up the more believable scraps of information that have come from apparently reliable sources. My reading of the current situation is :

 

There was a major failure of the centralised 20CN BRAS servers in Edinburgh on 29 October which hit customers  all over the UK. The problem may not have been restricted to the BRAS servers, of course. It's not nearly as localised as BT have been claiming: the list of affected exchanges issued by BT Wholesale covers most of the UK.

 

The time taken to fix this problem suggests that something truly catastrophic has happened. I don't doubt that BT will have it's best IP specialists on the case, possibly with backup from the equipment vendors (Cisco has been mentioned). Hard questions will have to be asked about the resilience of the network, as this is a single point of failure problem.

 

As of today, (Monday 9 November), the problems are still evident, going by reported problems on this and other forums.

 

The problems seem to have been restricted to BT and Plusnet's customers on the 20CN platform. Other ISPs using the same wholesale network don't seem to have been affected. This supports the view that the fault is in  ISP-specific servers, rather than being the lower layer IP or ATM networks.

 

There has been a clamp down on information - the little that is appearing is aimed at downplaying what is clearly still a serious situation. This will presumably be aimed at minimising the damage to BT's reputation and financial damage in terms of customer compensation claims.

 

Can anyone add to this summary - or provide some evidence to the contrary ?

 

 

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Arcanon
Aspiring Contributor
736 Views
Message 19 of 28

Re: Broadband off for days.

I can only applaud you for that summary and back it up by saying that I was told on Friday after wiating for a LONG time in the help line queue that the person on the other end when I complained about waiting again said "Sorry we are getting a LOT of calls at the moment because of the problem"........this was long after it was all supposed to be fixed.

 

PR cover up without a doubt.

 

Can we see a moderator or some other BT staff chip in here at all?

 

Incidently anyone got any idea as to what compensation I should be asking for?...as they seem at the moment to be planning not to charge me for the days it's been off.....what will that be? Less thatn £20? I would galdly send them £20 if someone would put my broad band back on.......or at least give me an honest answer as to how long? I was told 24hours for the first time a week ago.

 

P.S. Why is none of this in the media?????? The odd news story in Scottish newspapers other than that NOTHING

Tags (3)
0 Ratings
Community Manager
Community Manager
712 Views
Message 20 of 28

Re: Broadband off for days.

Hi Arcanon,

 

I am sorry for the ongoing issue you have with your broadband or lack of broadband.  I would like to help.

 

Please drop me an email to the email address in my profile, include your BT account details and the link to this thread.  Once I have your details I will find out what is going on.

 

Cheers

Sean