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1000pr
Aspiring Contributor
902 Views
Message 11 of 42

Re: Complete broadband failure since 22nd December

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Spoke to BT last night on 151 and was advised they would escalate the case and it should be fixed by midnight tonight.  I am not optimistic however.....!

 

I tried to change from BT to Vodafone 2 months ago but on the disconnection/reconnection swap date of 29th November nothing happened and when I phoned Vodafone they said that BT had not released the line and when I phoned BT they said that someone had cancelled the disconnection (ie. probably them) and after explaining to them why I was leaving BT they offered me a deal to match Vodafone so I agreed a new 2 year contract!  I now wonder whether the disconnection finally went ahead 3 weeks later although BT have said I am still connected, I am again not optimistic.......and wish I had demanded the swap to Vodafone!

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amb1
Aspiring Contributor
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Message 12 of 42

Re: Complete broadband failure since 22nd December

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I have had the same issue and broadband just stopped working on 22 Dec, raised the fault and they have been ringing us every other day to see if it suddenly works, an engineer was sent out and changed the socket on the wall. This didnt work and we are still unable to get internet even though the hub light is blue.

 

We are also west southampton so there is obviously a fault in the area.

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DavidM
Moderator
Moderator
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Message 13 of 42

Re: Complete broadband failure since 22nd December

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Hi @1000pr and @amb1,

 

Which exchange are you conncted to?

 

Cheers

 

David

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amb1
Aspiring Contributor
856 Views
Message 14 of 42

Re: Complete broadband failure since 22nd December

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Hi, i think it is Shirley exchange.

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pippincp
Sage
845 Views
Message 15 of 42

Re: Complete broadband failure since 22nd December

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It must be a BTWolesale issue as there's nothing listed for that exchange by Openreach.

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amb1
Aspiring Contributor
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Message 16 of 42

Re: Complete broadband failure since 22nd December

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Thanks @pippincp. What does that mean? That we need to get a new router?
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john46
Distinguished Sage
828 Views
Message 17 of 42

Re: Complete broadband failure since 22nd December

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no you do not need a new router BT Wholesale manage the network beyond the exchange
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1000pr
Aspiring Contributor
823 Views
Message 18 of 42

Re: Complete broadband failure since 22nd December

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I had the following text from BT which didn't explain much! : Hello, BT here. BT Wholesale have identified an Openreach issue which our Supplier has been notified. We have escalated to our Suppliers to provide us wiesn't work for you please text back with an alternative one and we'll re-schedule for you. Thanks
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Keith_Beddoe
Distinguished Sage
Distinguished Sage
813 Views
Message 19 of 42

Re: Complete broadband failure since 22nd December

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Most likely a broken fibre feeding the cabinet, which is why Openreach would be looking at it. The cabinet could be fed from Shirley exchange, or Southampton Central.

 

That would still give a blue light, but no connectivity.

 

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1000pr
Aspiring Contributor
810 Views
Message 20 of 42

Re: Complete broadband failure since 22nd December

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Ok. I'm nearer to lyndhurst and my router is constant orange. Despite BT's usual promises there's been no phone call from them today so with 6 hours to go for the fault to be fixed its looks highly unlikely yet again! 😞
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