3 weeks no Internet.

[Njober]

Someone told me that I can cancel broadband service even though I'm under contract if the fault is not fixed within 7 days after fault reported. 

I just want to check if it is correct information.   

[ctrlz]

Not sure there’s anything to back that up. There’s a “right to exit” if you fall below the speeds you were promised and it can’t be fixed after 30 days, think a total loss of your service is a bit different however you would be compensated once it’s been sorted.

[imjolly]

Not true 

If you have reported the fault to  BT Retail then they will arrange for openreach visit to fix the fault. Have you had a date for openreach visit

[Njober]

I reported no connection( flashing orange light) fault 3 weeks ago through MY BT app. Got a phone call from an agent and told me that there's major outage so they can't send me an engineer.

when I checked service status through openreach there was no major outage with my postcode and phone number. 

 Also there's a facebook group page for people live in my street. I asked if anybody experienced no internet connection issue. Apparently I'm the only person having the issue. 

Frankly i dont believe there's major outage in my street. Because I know excactly when i lost internet connection. On that day I changed my ceiling light pendant. To do so, i had to shut down power for the house for safty. After changing ceiling light pendant, I turned the power back on. All my electric devices, fridge, lights came back on normal but i lost internet connection since then.

What a coincidence!!

I was given a new router but no joy.  I kept ringing BT and they just have been telling me the same. 'There's major outage. We cant send you an engineer. You just have to wait.' 

I asked them if they can see any progress or updates from engineer who dealing with the 'major outage'. They said no. 

I think i gave BT enough time to fix the fault but it seems that nobody is dealing with my issue. 

What should i do now?

[imjolly · Accepted solution]

What broadband do you have FTTC OR FTTP? what colour is light on hub?

If you have a calls package is there a dial tone on your landline?

Have you tried going to 'help' at top of forum page and then enter phone number to check any faults

[Njober]

Thank you so much for your help. There's flashing orange light on the router. I don't have an analogue home phone so I couldn't check landline separately. I only have a digital phone. I tried help menu on the forum page as you said and chose landline instead of broadband. And it did let me book an engineer. 

Thank you so much for your help.