cancel
Showing results for 
Search instead for 
Did you mean: 
Maquis
Beginner
400 Views
Message 1 of 9

Broadband down for 2 weeks and counting

Go to solution

I have been a BT customer for more than 2 years and been enjoying trouble free broadband. I have also been recommending anyone looking at broadband to get BT.

However, things seems to fall down when you have an issue. On Monday 14/5, when I got home from work, I noted that the Internet is down. I called BT and they did their remote checks and then arranged for an engineer to visit my home on Saturday 19/5. This engineer was great. The called me the day before to tell me that they will be coming. They arrived and checked my equipment, the master socket and even tried their router. All seems fine except that broadband is still down.

He has done all he can and will need a more specialist enginner. He then called BT and arranged for an enginner for Monday 21/5 for the morning (8-13). So far so good.

On Monday, I stayed at home and waited for the enginner or a call till about 15hr before calling BT. They said the enginner was too busy and couldn't attend to the job. They then scheduled another enginner for Friday 25/5 for the morning. The person also arranged for some compensation. The main issue was that no one told me or called me.

My wife then took a day off on Friday and guess what, no one turned up or call. On Friday morning, I called BT to confirmed and they said an engineer was going to be looking at my issue. At 13hr I called BT and they say that the enignner had picked up my case and working on it offsite.

Due to a bank holiday, I left it and was hopeful that when I returned home on Monday, that the Internet will be working as I received no phone call or any communication.

So, imagine my surprised (not) when I checked yesterday Monday 28/5 and the broadband is still down. I called BT and they said that the enginner attended and needed another specialist enginner. I am not sure if that is the truth but they then arranged for another enginner for me this coming friday on the 1/6.

The main gripe I have is that I have had no communication what so ever. If they did indeed needed a more specialist enginner or couldn't attend, shouldn't they arrange that straight away and then tell the customer? Rather than the customer calling up later and then finding that all the slots are busy.

Because everything is provided over the Internet, my BT TV has been affected as well.

Could someone please help and to make sure that someone do attend on Friday. I don't know where else I can

 

 

0 Ratings
Reply
8 REPLIES 8
Maquis
Beginner
380 Views
Message 2 of 9

Re: Broadband down for 2 weeks and counting

Go to solution
Received a text this morning about the visit. Called BT and they confirmed that an engineer will be coming on Friday. It is an SFI engineer and will be calling me with a more precise time on the day. It sounds promising so far. We shall see.
0 Ratings
Reply
Distinguished Sage
Distinguished Sage
378 Views
Message 3 of 9

Re: Broadband down for 2 weeks and counting

Go to solution

this is a public forum please delete your personal account number

@Maquis



If you like a post, or want to say thanks for a helpful answer, please click on the Ratings 'Thumbs up' on left hand side.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.
0 Ratings
Reply
Maquis
Beginner
367 Views
Message 4 of 9

Re: Broadband down for 2 weeks and counting

Go to solution
@imjolly thanks. Can't edit as have edited it once?
0 Ratings
Reply
Distinguished Sage
Distinguished Sage
363 Views
Message 5 of 9

Re: Broadband down for 2 weeks and counting

Go to solution

your post is now to old to edit  I willget mod to delete acc no



If you like a post, or want to say thanks for a helpful answer, please click on the Ratings 'Thumbs up' on left hand side.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.
0 Ratings
Reply
Maquis
Beginner
355 Views
Message 6 of 9

Re: Broadband down for 2 weeks and counting

Go to solution
@imjolly thanks
0 Ratings
Reply
Moderator
Moderator
328 Views
Message 7 of 9

Re: Broadband down for 2 weeks and counting

Go to solution

That's the account number removed now. Thanks for flagging this to me @imjolly.

@Maquis let us know how the engineer visit goes Smiley Happy

Thanks

DanielS

Community ModeratorDannyS
Did you get the help you needed?
Help others by clicking on ‘Mark as accepted solution’
Show your appreciation!
Click on the star next to a reply to say thanks
Help guide to using the community? Click below
Kudos”Kudos”
0 Ratings
Reply
Maquis
Beginner
288 Views
Message 8 of 9

Re: Broadband down for 2 weeks and counting

Go to solution

Good news at last. The enginner called before 8 to say he will be here soon. I think he arrive just after 8 and Internet was up at around 10:30am.

He said that the fault was that I was disconnected to fibre at the exchange. He also replaced my old master box outside of the house.

Just glad that I have internet again.

0 Ratings
Reply
Moderator
Moderator
282 Views
Message 9 of 9

Re: Broadband down for 2 weeks and counting

Go to solution

@Maquis That's great, I'm glad the engineer got you connected. 

Community ModeratorNeilO
Did you get the help you needed?
Help others by clicking on ‘Mark as accepted solution’
Show your appreciation!
Click on the star next to a reply to say thanks
Help guide to using the community? Click below
Kudos”Kudos”
0 Ratings
Reply