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gg30340
Distinguished Sage
Distinguished Sage

on ‎21-05-2022 17h54

1,278 Views
Message 21 of 33

Re: Broadband issues

Everything you have said on here. There is obviously a problem that needs resolved.

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alantolman87
Aspiring Contributor

on ‎21-05-2022 18h24

1,261 Views
Message 22 of 33

Re: Broadband issues

I have spoken to them all they can do is re book enginner 

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gg30340
Distinguished Sage
Distinguished Sage

on ‎21-05-2022 19h23

1,246 Views
Message 23 of 33

Re: Broadband issues

When the engineer arrives give him/her as much information as possible and demonstrate the problem using your computer or what ever device you use to connect to the Internet so that there is no doubt as to what the problem is.

The above is particularly important if the engineer just tells you that he has checked and can not find a fault without actually showing you that you can get onto the Internet.  

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Les-Gibson
Guru

‎21-05-2022 20h12 - edited ‎21-05-2022 20h15

1,234 Views
Message 24 of 33

Re: Broadband issues

From Message 1 "I have had no internet connection for 5 days the router is staying orange"

The orange light is in itself evidence that there is some kind of a problem. If the engineer sees anything but a constant blue light on the front of the router and still says that he can't find a fault then challenge him and don't let him fob you off with stories of a faulty hub now that you have tried a replacement.

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alantolman87
Aspiring Contributor

on ‎21-05-2022 21h21

1,212 Views
Message 25 of 33

Re: Broadband issues

Yeah I won’t let them rob me off now I know the problem isn’t due in the home just hope it all gets sorted I’ll update on Monday an let use know . Appreciate the help

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alantolman87
Aspiring Contributor

on ‎23-05-2022 9h40

1,158 Views
Message 26 of 33

Re: Broadband issues

Actually got a nice engineer today who found problem instant she went above an behind so what it is there is no light to the premises they said it will take a few days but atleast I know the problem now hopefully gets sorted 

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licquorice
Distinguished Sage
Distinguished Sage

on ‎23-05-2022 11h34

1,131 Views
Message 27 of 33

Re: Broadband issues

If there was no light the LOS LED would have been lit on the ONT. It sounds much more like an account problem.

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alantolman87
Aspiring Contributor

on ‎23-05-2022 12h31

1,117 Views
Message 28 of 33

Re: Broadband issues

Yeah there saying a migration issue or something now they even plugged there laptop into ont an no connection . Feel like am going round in circles 

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pippincp
Distinguished Sage

on ‎23-05-2022 18h46

1,071 Views
Message 29 of 33

Re: Broadband issues

I've asked the mods to drop in on this. Even if they can't deal with it I'm sure they know someone who can.

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PaddyB
Moderator-Retired

on ‎23-05-2022 19h16

1,060 Views
Message 30 of 33

Re: Broadband issues

Hi @alantolman87,

Thank you for posting. I'm sorry if you've been left without service after switching to BT Full Fibre. It does sound like the service hasn't been set up correctly. If you send me your details, I'd like to take a look at what is happening with your complaint.

I have sent you a private message with instructions on how to contact the team.  You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

Paddy

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