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Reverend2100
Contributor
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Message 1 of 13

Ongoing fault, I don't know what's going on.

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Been without working phone lines for about 2 weeks now.  Last response from BT was on Saturday, and it's unchanged on the Fault Tracking page:

 

Sat 18 Nov 16:47
We need more time to fix your fault
We are sorry that there is a delay in fixing your fault.
 
...and heard nothing since.  Phone still unusable.  No call or information coming from BT...
 
How the hell can I get this fault sped up?  BT knows what's wrong - a cable is damaged nearby - how can this take so long to get re-threaded!?
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12 REPLIES 12
Keith_Beddoe
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Message 2 of 13

Re: Ongoing fault, I don't know what's going on.

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Its Openreach who look after the network, not BT Retail. It can take Openreach a long time to replace a cable, as road closures or traffic lights may be needed, and this needs permisiion.

 

It will be affecting multiple customers.

 

Does it show on the Bt Status page https://www.bt.com/consumerFaultTracking/public/faults/tracking.do?pageId=31

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Reverend2100
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Message 3 of 13

Re: Ongoing fault, I don't know what's going on.

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Hi Keith

 

The cable is in the woods. I appreciate it's not exactly easy but it won't require permission or road closures, or affect traffic.

 

Yes it does show on the BT Status Page that there is an Open Fault under 'Your Reported Issues', but under Service Status In Your Area it says 'Everything seems okay' ... which is ridiculous as my line isn't the only one affected.

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Keith_Beddoe
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Message 4 of 13

Re: Ongoing fault, I don't know what's going on.

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There is a list of currently affected number ranges, is yours on this list?

 

More details

Estimated time to resolve: Ongoing

A small number of our customers in the areas shown below, may experience a loss of telephone and/or broadband services. We hope to have service restored as quickly as possible and apologise for any inconvenience this may be causing. Services can be affected by a variety of reasons such as damage caused by 3rd parties or cable theft: 

 

Crossgar - 02844 (estimated clear date 21/11/2017)

Tanworth in Arden - 01564 (estimated clear date 21/11/2017)

Baltonsborough - 01458 (estimated clear date 21/11/2017)

Pangbourne - 0118 (estimated clear date 21/11/2017)

Cookstown - 02886 (estimated clear date 21/11/2017)

Horning- 01692 (estimated clear date 21/11/2017)

Bready - 02871 (estimated clear date 21/11/2017)

Ticehurst - 01580 (estimated clear date 21/11/2017)

Twycross - 01827 (estimated clear date 21/11/2017)

Broughshane - 02825 (estimated clear date 21/11/2017)

North Elmham - 01362 (estimated clear date 20/11/2017)

Lemington - 0191 (estimated clear date 20/11/2017)

Tern Hill - 01630 (estimated clear date 20/11/2017)

Market Deeping - 01778 (estimated clear date 20/11/2017)

Ipstones - 01538 (estimated clear date 20/11/2017)

Broadway - 01386 (estimated clear date 20/11/2017)

Garboldisham - 01953 (estimated clear date 20/11/2017)

St Asaph - 01745 (estimated clear date 20/11/2017)

Goole 01405 (estimated clear date 20/11/2017)

Charlton mackrell 01458 (estimated clear date 20/11/2017)

Clogher 02885 (estimated clear date 20/11/2017)

Idmiston 01980 (estimated clear date 20/11/2017)

Aeron 01570 (estimated clear date 20/11/2017)

Watton 01377 (estimated clear date 20/11/2017)

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Reverend2100
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Message 5 of 13

Re: Ongoing fault, I don't know what's going on.

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nope

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DavidM
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Message 6 of 13

Re: Ongoing fault, I don't know what's going on.

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Hi @Reverend2100 and thanks for posting.

 

You've mentioned the line runs through woods. Have trees or branches obstructed the line in any way?

 

Cheers

 

David

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Reverend2100
Contributor
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Message 7 of 13

Re: Ongoing fault, I don't know what's going on.

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Hi

 

Yes, that was the INITIAL issue, and I paid for someone to come and take out the fallen branch so that BT could fix the line.

 

However, when BT (Openreach, whatever) came an fixed the line a couple of days later, they tested it again and found a different fault further away!

 

So they said they'd need to come back again as the light was failing, and that's the last I heard.  This was Saturday.

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DavidM
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Message 8 of 13

Re: Ongoing fault, I don't know what's going on.

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Thanks for confirming that @Reverend2100.

 

I'll be happy to look into this for you and try to find out what's going on. If that suits drop me over an email with your details. You'll get the contact the moderators link in my profile. We're very busy at present so it's taking longer than expected to reply but once you submit the details we'll get to you in turn.

Cheers

 

David

Reverend2100
Contributor
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Message 9 of 13

Re: Ongoing fault, I don't know what's going on.

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Thanks David, I've filled out that form now.
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PaddyB
Moderator
Moderator
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Message 10 of 13

Re: Ongoing fault, I don't know what's going on.

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Hi @Reverend2100,

 

I gave your mobile number a quick call, I'm sorry I didn't get speaking to you. The reason for my call was to see how things are with your service? I've run a few checks on your line and its looking pretty good at the moment. I know that the line fault impacted your broadband speeds but this does look to have improved following the engineer's visit on Friday.

 

I can see that at the moment your sync speed is sitting at around 17 Mbps. How are things with your service at your end? If your still experiencing issues with your service, please get back to me.

 

Thanks

 

PaddyB