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Beginner
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Message 1 of 10

Broadband Fault

My Broadband has been down since Friday 6th of December the only update I can get due to it being a local fault is Expected completion Tue 04/02/2020 at 09:00 PM. We have a mini hub that helps with some limited access. BT TV doesn't work so stuck with Free view. I have a teenager going up the walls with no Xbox, NetFlix and limited slow access for the like of Spotify. I know these things happen but coming up to Christmas we simply cant get any answers. Is there any way to find out more details and find out what Open reach are doing, surely we cant wait until February.  I have tried now several times by calling the "dedicated UK support" just to be told that we have to just wait. The broadband does come on for a while several times a day so I would have thought  if a cable was cut or a box damaged then that wouldn't be the case. 

My broadband is Superfast Fibre Halo 1

Any pointers would be appreciated. ☹️

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Distinguished Sage
Distinguished Sage
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Message 2 of 10

Re: Broadband Fault

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

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Beginner
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Message 3 of 10

Re: Broadband Fault

Thank You

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Distinguished Sage
Distinguished Sage
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Message 4 of 10

Re: Broadband Fault

does your phone work?  if so line noisy?



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Beginner
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Message 5 of 10

Re: Broadband Fault

I dont have a phone connected just have the line so not sure how to check without buying a phone as we only use mobiles.

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Moderator
Moderator
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Message 6 of 10

Re: Broadband Fault

Hi @Flixstr,

Thanks for posting. If the potential fix date isn't until February it might point to a wider issue. Can you check www.bt.com/help/servicestatus and let us know what is says?

Cheers

David

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Beginner
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Message 7 of 10

Re: Broadband Fault

Yes I have been checking daily to see if there is any change 

Flixstr_0-1576075063386.png

And under the Broadband tab:

Problem reported

Reported Fri 06/12/2019 at 11:08 AM

Expected completion Tue 04/02/2020 at 09:00 PM

Sorry, there's a problem with broadband services in your area. We're on to it now and hope to have it fixed soon. Check back later to see how we're doing.

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Sage
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Message 8 of 10

Re: Broadband Fault


@Flixstr wrote:

I dont have a phone connected just have the line so not sure how to check without buying a phone as we only use mobiles.


A corded phone which can be had for about £5 is the best diagnostic tool you can have.

Which exchange are you on as a matter of interest?

 

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Beginner
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Message 9 of 10

Re: Broadband Fault

Its Pleasington (Blackburn) my family are on the same exchange also with BT and working fine.
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Beginner
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Message 10 of 10

Re: Broadband Fault

Dont suppose there are any other suggestions of what I can do ?

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