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brotchaq
Beginner
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Message 1 of 4

Connecting fibre broadband causes neighbour's phone line to stop working

Hello all

Recently ordered BT fibre broadband for my 90+ year old grandma. Set it up all fine, but then the neighbour (also elderley) knocked on and said that her phone line had gone dead. After confirming it was because i'd plugged the router into the phone line at my grandma's house, I could not in good conscience leave the broadband on as it would have left the neighbours phone not working.

I suspect trying to explain this to a call centre will not be straightforward, and because the two parties involved are elderley, they are not able to plug in/out etc.

Is this perhaps a case for the welfare team?

Thanks in advance...

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3 REPLIES 3
Distinguished Sage
Distinguished Sage
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Message 2 of 4

Re: Connecting fibre broadband causes neighbour's phone line to stop working

Welcome to this user forum.

This could get complicated as its probably an issue with the way that Openreach have connected things up. Can you please make sure that the loss of phone connection by your neighbour, has been reported.

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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Moderator
Moderator
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Message 3 of 4

Re: Connecting fibre broadband causes neighbour's phone line to stop working

Hi @brotchaq welcome to the community and thanks for posting, it sounds like a crossed line fault with your neighbour and grandmas lines. I'll send you a private message with details on how you can send over your grandmas details to the moderation team and we'll get this reported to Openreach.

Community ModeratorNeilO
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brotchaq
Beginner
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Message 4 of 4

Re: Connecting fibre broadband causes neighbour's phone line to stop working

Thank you, details send on a PM.

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