Broadband Outage

[iansally]

Our Broadband went off lunchtime 25/4 and after trying many times to get info  we got a message that estimated fix would be 25/4 at 18.47 hrs which came and went with no fix. I called customer services early on 26/4 but got put through to a digital chat line who Informed me there was a major fault in our area (Driffield) and that the new estimated fix is 28/4 at 18.00. With all the BT blurb about keeping customers informed and working flat out to get you up and running, nothing can be further from the truth. Do Openreach work at the weekends or is our MAJOR FAULT being hung over to Monday 28/4?. Have not seen any action in the locale and the local Openreach exchange is locked with no activity at all and no information from BT or Openreach. Just a joke leaving two pensioners, amongst countless others, cast aside until someone deems to get it fixed and to keep loyal customers in the loop.

[pippincp]

 A few years ago when I was a CS on here I had access to the  Openreach fault reporting system, I could find out what the issue was and advise of any delays/updates etc. Back then I could have found out for you. For some reason BT mods then here either didn't have access or were bound by some privacy by Openreach, I don't know. What I do know is that Openreach were forced to review and change acces to the info by the other ISP's. Why? I don't know.

When I applied to retain access as requested by Openreach I didn't even recieve a  reply, it was just lost. The then BT mods on here were hoping I would be able to keep it.

A Major Outage can be very problematic, initiality an engineer will be sent out to investigate and the system would be updated within 24hrs. Unfortunately many ISP's accept this as a resolution in that time., I don't know how it works now.

If there is a Major Outage then Yes, Openreach will have engineers working on it 24/7 as it would effect business customers as well who are on a different SLA than residentil ones.

I have no idea what your fault may be but as regards Residential services they don't normally work weekends but they will get it up and running ASAP for you.

I wish I could be more help.

[iansally]

Thanks for the reply. Fingers crossed for a resolution on Monday. Alas, gone are the days when you could speak to an actual person who could help you. Hey ho

[garybs29]

Major faults can be a complicated process to repair so it may just be a bit more patience is required

[iansally]

Thanks

[iansally]

It's just the not knowing of what is going on and the complete lack of communication and updates.