Full Fibre is down with the router showing orange light - unable to connect to any support

[thegenuineluke]

Hi,

I've been with BT broadband for the past 9 months and haven't had any issues. We had some utilities work done outside of our street today which coincidentally our internet was knocked off more or less at the same time.

I've tried to use the online support function & checking for outages but keep running into errors. I've phoned up and not had an answer on the customer support line for hours since 3PM & now they're saying its another hours wait.

I also attempted to use the rapid2 support link, but again received errors. Fortunately I managed to log this via text and they've stated the issue is a network problem and won't be repaired until 22.07, but when I use the provided link to track the repairs, it also errors.

I'm at a bit of a loss now as I wanted to actually speak to somebody to ensure the issue is logged, as my online account linked to my email isn't displaying any services either at the moment.

Is there any other guide or support I could attempt please, or is it just a matter of waiting hours on the phone line?

[licquorice]

Just a matter of waiting on the phone I'm afraid.

[WSH]

I don’t know whether it will help in this case, but Zen do seem to have a better handle on Openreach’s database.  Try this link and put the first seven digits of your phone number in.   It may show what the current issue is and an estimated repair time.

https://status.zen.co.uk/broadband/

[iniltous]

You should check the lights on the ONT in addition to the router, if the LOS (loss of signal) light is lit , then there is a physical issue and it’s probable if the work in the street included excavation then the cable to you or possibly a cable feeding you and others has been damaged by that excavation.

It may be worthwhile asking neighbours if any have been affected by the same incident , if so , and they have reported to their providers , then  repairing the issue on any one of the fault reports will fix all affected.