BT shocking service - no broadband affected Hive + heating and hotwater

[EE71]

Full fibre installed on 31st May 2023. July 2023 broadband stopped working which also sends communication to boiler via Hive heating - so no wifi - no heating - no hot water - no computers or TV - all need wifi. Engineer could not find fault so as a last resort he replace the fibre cable.  Wifi resumed until Saturday 14 October.  Repeat from July, it appears that Full fibre works for 2 months straight before failing for a 2nd time. I booked an engineer visit for Monday 16th October but this has been cancelled by the investigating team whilst they try to fix remotely ?! My son has his final University exam tomorrow and we have no wifi for him to log on for exam!  Yasmin from Stockport has tried today to re-book the engineer visit to no avail saying that the booking is not accepted whilst remains open for works to be done remotely - no engineer attending.   This is shocking and unacceptable - how long will i be without heating and hot water too - this goes beyond just wifi and my son will have to try and find another space to complete his final uni exam at short notice. Please can someone send an engineer today to resolve - I am entering 72 hours without broadband this is not good enough!!! 

[EE71]

Full fibre installed on 31st May 2023. July 2023 broadband stopped working which also sends communication to boiler via Hive heating - so no wifi - no heating - no hot water - no computers or TV - all need wifi. Engineer could not find fault so as a last resort he replace the fibre cable.  Wifi resumed until Saturday 14 October.  Repeat from July, it appears that Full fibre works for 2 months straight before failing for a 2nd time. I booked an engineer visit for Monday 16th October but this has been cancelled by the investigating team whilst they try to fix remotely ?! My son has his final University exam tomorrow and we have no wifi for him to log on for exam!  Yasmin from Stockport has tried today to re-book the engineer visit to no avail saying that the booking is not accepted whilst remains open for works to be done remotely - no engineer attending.   This is shocking and unacceptable - how long will i be without heating and hot water too - this goes beyond just wifi and my son will have to try and find another space to complete his final uni exam at short notice. Please can someone send an engineer today to resolve - I am entering 72 hours without broadband this is not good enough!!!

[rbz5416]

The Hive receiver has buttons to manually switch heating & hot water.

[Keith_Beddoe]

@EE71 

This is just a customer to customer help forum, everyone here, including myself, are just customers.

The only BT Employees are the forum moderators.

Try calling 0330 1234 150

[Paul608085]

@EE71 

Can your son's computer connect by WiFi, or is it ethernet cable only?

Do you, (or your son), have a mobile phone, (either Android or iPhone), and a reasonable mobile signal where you live?

If so, you could set up the phone as a WiFi hotspot temporarily, which will at least mean that your son can do his exam at home tomorrow.

[pippincp]

The residential service has a 3 day SLA meaning Openreach have 3 days to do a repair after which compensation is awarded per day. The SLA does not inclde weekends.

[caravanj]

@rbz5416 

The Hive system will still operate the all the programmed functions without an internet connection so unless @EE71  switches his / her heating on & off via WiFi all the time it shouldn't make any difference & as you say it can still be operated manually.