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umaradam
Newbie
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Message 1 of 15

BT Retail Server Issue - why book engineers for home visit?

Last week my HomeHub 5 light turned orange with flashing 'b' light.

 

Reported the fault, advised there was a line fault and engineer booked for 30th November 8am-1pm.

 

Lo and behold no engineer turned up! Called to check and was told that no engineer was booked - escalated to 2nd line and waiting for a call back. 

 

Went online to check the status - its logged as reported on 26th Nov, and the little image shows below:BB-BTV-Retail-Services.png

 

Fault is at the BT retail servers. 1) is this info accurate? 2) if so, why book a home visit?

 

Appreciate if anyone can help me here as I work from home and been struggline for last 5 days without BB connection.

 

Thanks

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14 REPLIES 14
Distinguished Sage
Distinguished Sage
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Message 2 of 15

Re: BT Retail Server Issue - why book engineers for home visit?

Is your phone working, and is the line quiet?

 

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umaradam
Newbie
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Message 3 of 15

Re: BT Retail Server Issue - why book engineers for home visit?

Hello Kieth,

 

yes the land line is working fine, quiet (no interference).

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Distinguished Sage
Distinguished Sage
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Message 4 of 15

Re: BT Retail Server Issue - why book engineers for home visit?

As you are on BT Infinity, your broadband comes from the cabinet, so the diagram showing BT Retail Servers is not very accurate.

I would suspect there is a problem with the cabinet which would affect many customers.

 

Have you looked at the BT Service Status page?

 

https://www.bt.com/consumerFaultTracking/public/faults/tracking.do?pageId=31

 

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umaradam
Newbie
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Message 5 of 15

Re: BT Retail Server Issue - why book engineers for home visit?

Online it says that there are no faults in my area. 

 

Capture.JPG

 

 

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SuperSajuuk
Aspiring Expert
784 Views
Message 6 of 15

Re: BT Retail Server Issue - why book engineers for home visit?

If you go to the following checker, and enter your phone number, what does it say next to the FTTC rows (last column)? http://dslchecker.bt.com

If you post the results of that checker here, make sure to remove the number, as this is a publically viewable forum.
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Distinguished Sage
Distinguished Sage
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Message 7 of 15

Re: BT Retail Server Issue - why book engineers for home visit?

Did you try the broadband summary link, there are a lot of faults at the moment.

 

https://www.bt.com/consumerFaultTracking/public/faults/tracking.do?pageId=31#broadband-summaries

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umaradam
Newbie
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Message 8 of 15

Re: BT Retail Server Issue - why book engineers for home visit?

Thanks Kieth,

 

checked all reported faults - there's nothing listed for my area. 

 

here's a screen grab from the line check.

line test.JPG

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Distinguished Sage
Distinguished Sage
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Message 9 of 15

Re: BT Retail Server Issue - why book engineers for home visit?

If you have checked all the connections, and reset the home hub to factory default, then if there is no outstanding fault showing against your line, all you can do is to re-report the fault.

 

If there is still an oustanding fault, then all you can do is to wait for it to be fixed, which should be by the end of Wednesday.

 

 

 

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umaradam
Newbie
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Message 10 of 15

Re: BT Retail Server Issue - why book engineers for home visit?

Thanks Kieth,

 

I guess I'm going to be waiting until Wednesday at least.

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