If there is an outage that affects many users over a large area , then reporting a fault individually won’t be necessary for the fault resolution, when whatever the issue is identified, it can be addressed ( for example someone digging up the road has cuts through a major network cable or multiple cables ) , obviously once the cable or cables are repaired or replaced everyone affected by those cut cables is restored to service irrespective of them reporting their individual service or not.
IMHO , contacting your ISP is only worthwhile if you want a record of the outage on your ‘account’ so that compensation should it be due , has a recorded start date , you may think it’s also worth it for establishing how long the outage will last , but TBH any info offered will likely be nothing more than a guesstimate.
A large part of Teesside and multiple providers , not just BT customers, mobile as well as ‘landline’ were affected Saturday, some where definitely restored to service after around 90mins , if TS9 is still affected it’s likely that the ‘fault’ is still being worked on.
I know how frustrating any outage can be ,( 90mins yesterday from about 14.00-15.30) , I never bothered trying to report my individual service.
FYI , the repair SLA ( service level agreement ) on a BT residential service is 2 working days after the fault is reported, if that were a Saturday, ( Saturday and Sunday are not working days ) then Wednesday is the point at which compensation becomes due , I dare say it’s not yet 24hrs ….there is always a ‘risk’ using a residential service to conduct ‘business’ , as there is no consequential loss element on Residential, if that is a requirement then a more expensive business tariff should be used.
