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AnnS
Contributor
1,849 Views
Message 1 of 28

Phone Fault - No service for the last 5 days

Dear BT

 

We have had a phone fault for the last 5 days, although our BT Internet still works as it should.

 

This was reported online Monday morning, 2nd July and the ETA for a fix is this afternoon by 5 pm.  It is almost 5 o clock and our phone line is still out of order.

 

Please help and get our phone service back, its costing a fortune on mobile calls for 08 numbers.

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AnnS
Contributor
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Message 2 of 28

Re: Phone Fault - No service for the last 5 days

Please help Community Forums.

 

We should have our service back by now. 

 

Apart from a text message on Monday this week, there has been no sign of a BT engineer.  

 

Please help. 

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Guru
Guru
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Message 3 of 28

Re: Phone Fault - No service for the last 5 days

Hi AnnS,

 

Depending on what type of fault it is, it could be anywhere from the local cabinet (if you have one) to the local exchange. 

If the engineers fixing time is about 17:00 today then I would wait till then to see if it's fixed. If the engineer is running behind schedual then it may take a bit longer.

 

unfortunately due to the recent bad weather Openreach are operating under what is known as MBORC (Matters beyond reasonable control ) This has affected large parts of the UK due to vast amont of extra work caused by storms and flood damage .They are currently running on a priority basis is to restoring lost service.


Is there a dial tone or completely nothing?

 

cheers,

James


jac_95 | BT.com Help Site | BT Service Status
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AnnS
Contributor
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Message 4 of 28

Re: Phone Fault - No service for the last 5 days

Hi there

 

Its completely dead, though we have internet.

 

Strangely enough, BT engineers were working up the road last weekend, when they went, our line went dead.

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Guru
Guru
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Message 5 of 28

Re: Phone Fault - No service for the last 5 days

What does it say here: https://www.bt.com/consumerFaultTracking/public/faults/tracking.do?pageId=2&s_cid=con_FURL_faults&a_...

 

Just enter your number into the Track Fault box.

 

Have you tried the test socket?

Is your broadband affected at all, either speed or interminttent service or not working?

 

Is there any problems in your area, chere here: http://btbusiness.custhelp.com/app/service_status

 

Whilst your waiting for it to be fixed you can have your landline calls diverted for free:

click here for live chat: Live Chat

or call ;

  • From a landline: 0800 800 151
  • From a mobile: 0330 123 4151*
  • From abroad: +44 179 359 6931**

 

cheers,

James


jac_95 | BT.com Help Site | BT Service Status
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Guru
Guru
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Message 6 of 28

Re: Phone Fault - No service for the last 5 days

Did BT say they would send out a BT openreach Engineer to look at the problem?

 

To try the test socket then:

1) locate your master socket it will look like this:

mastersockettypes2.png

 

2) If it's NTE5 or ADSLv1 Master socket then you can carefully unscrew and remove the bottom cover, which will reveal the test socket behind. See it it now works.

If it's a LJU master socket (like the one in the middle) then unfortunatly you can't remove the cover as there is no test socket. You will need to remove any appliences in other extension socket and see if the phone works just plugged into the LJU master socket on it's own.

 

Any news on the fault tracker ( https://www.bt.com/consumerFaultTracking/public/faults/tracking.do?pageId=2&s_cid=con_FURL_faults&a_... ) or new from openreach?

 

cheers,

James

 


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AnnS
Contributor
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Message 7 of 28

Re: Phone Fault - No service for the last 5 days

Still no phone service this morning. The fault should have been fixed by 5 pm yesterday.

 

This is an external fault, we have been without service for 6 days now and there has been no contact from a BT engineer or any sign of Openreach.

 

 

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Distinguished Sage
Distinguished Sage
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Message 8 of 28

Re: Phone Fault - No service for the last 5 days

Depending on what part of the country you are, there is quite a large fault backlog due to the bad weather.

 

I assume that you have enabled the free divert of incoming calls to your mobile, if you have one?

 

All I can suggest is that you keep checking the online fault tracker.

 

AnnS
Contributor
1,796 Views
Message 9 of 28

Re: Phone Fault - No service for the last 5 days

Just received a text message from BT.  Still not fixed, but at least not forgotten about.

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Guru
Guru
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Message 10 of 28

Re: Phone Fault - No service for the last 5 days

OK, hope you get it fixed soon. BT should offer you free diverting to another phone/mobile when your landline is down.

 

cheers,

James


jac_95 | BT.com Help Site | BT Service Status
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