3 weeks since Storm Éowyn and Openreach still haven't fixed our fault

[Twoshoes]

Back in 24th Janurary a broken tree branch knocked one of the overhead fibre wires down and cause an MSO in our area. We have been without stable fibre for 3 weeks now. And when an Openreach came out to check they told us it was going to be a complex fix and didn't elaborate any further filed the report and left. That was again 3 weeks ago. Since then I've been trying to get in touch with BT customer service online and all they could tell me that its being worked on and gave me dates on when it will be fixed. So far I've had 3 estimated fix dates and all of them was not met on time the third fix date actually being today and again, not a single Openreach van or engineer around. The faults that I've reported all say the broadband is fixed and nothing else needs to be done which is not true. The wire still isn't fixed it remains duck taped to the poles it was connected too. I've raised complaints and they haven't been answered or have been closed and I have to keep getting in contact with BTs online chat team to reopen them. 

Is there anyway for me to get in contact with Openreach so I can try and escalate the report faster because I've been very patient with them but its starting to wear thin. I get that they have been busy since the storm but I thought by now they would at least come to update us on the situation on why it is taken so long. I am on the stay connected package and been using the 4G hub when broadband is down but its not the best I live in the east side of Glasgow and the mobile signal isn't strong in my area. Like I lose it when trains go by and Its gone completely whenever there is a game up at Celtic Park. 

I'm at the point where I'm wondering if it will ever get fixed. How many more days/weeks will I have to wait till they finally get to us is there any website I can check if they are actually working on it is there a number I can call? Cause I don't know how many more times I can contact customer service online chat only for them to tell me 'They are working on it here is a date when they will have it fixed' stuff.  

I also wonder if anyone in the Glasgow area did anyone else suffer from an MSO and has it been fixed or are you still waiting. 

[pippincp]

This may help.

https://www.openreach.com/help-and-support/damage-health-and-safety 

[Twoshoes]

I did call the damage number that day once the red warning passed too let them know about the damaged wire and they did send out people that night all they did was cut the wire and duck taped it to the poles so it doesn't flap about then a few days later an Openreach engineer came and had a look and told us "It was going to be a complicated fix, I'll report it" Reported it and left. And since then no other updates or vans around. 

I'm not an expert when it comes to fibre cables or landline cables. But I didn't think one fallen fibre wire was going to cause this much complication, I just thought all they would do is replace the broken fibre wire and boom internet would be back. But for something that is taking them 3 weeks or more to fix. I just don't know. 

[Burnymill]

Our service has just been restored this afternoon (Friday 14th), a full 3 weeks loss.  We are in the country and although most of the cable is underground from the exchange, there is a section where poles serve a cluster of houses and businesses, with cables running through trees - one of which was blown over and trashed the cables.  Of course the infrastructure is an OR matter, not BT.

The updates from BT were sporadic - although my preferred choice is text message, these ceased after the 25th Jan.  When I had access to the internet via public wi-fi, my BT App was updated only to the 30th Jan.  Only way to get updates was by 'phone - not ideal when the landline is down and only a weak 1 bar EE mobile signal for communication!  Staff were as helpful as they could be, relying on OR for repair updates.

One thing that intrigues me is that the 1571 Message button on our BT Decor handset started flashing, with a message "Sorry you are having trouble ..... " and giving contact numbers.  How is this delivered when the connection is broken?

[Debbie_G]

Hi @Twoshoes.

Welcome to the community.

I'm sorry to hear that you're experiencing issues. I'd recommend speaking with our team, they will be able to check this further to get an update and where needed, this can be escalated.

Debbie 

[Twoshoes]

Thank you for welcoming me.

I did speak to your team yesterday had to wait over an hour but I imagine since it was the weekend it was going to be pretty busy. And when I got through they told me that the fault was at the exchange and Openreach is working on it but nothing about fixing the over head wires in my area which is the reason why my fibre is completely down and causing the outage. They plan to have this fixed within 48 hours but I'll believe it when I see it. 

[Twoshoes]

Update: Openreach came this morning and rejoined the wires back onto the poles and now back up and running with fibre broadband again! Turns out it wasn't a complicated job when I was talking to the nice engineer

[Debbie_G]

I'm happy to hear this is back up and running @Twoshoes. Thank you for getting back in touch and letting us know.

Debbie 🙂