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BuzbysBugle
Aspiring Contributor
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Message 1 of 13

LNILC Ilford Central - No Infinity/phone service since 18-03-2016 0935am

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I'm a home fibre customer in the above area, have been on Infinity for 2 years next month, on Friday at around 935am, my Infinity internet and phone went dead. Shortly after logging the fault it appeared on http://btbusiness.custhelp.com/app/service_status/ 

 

Dialling codes affected: 0203, 0208 

Impacting service since 18/03/2016 10:22 

We're really sorry but we've got a problem at the moment in the Ilford Central area, which means that some of our customers will be having trouble getting online. We're trying to fix the problem as quickly as we can. 

Please revisit this page for further updates. 

 

Since that time it has been pushed back constantly, then on Monday 21st it went to resolved in the morning, so I reset my Openreach box - Still not working.

 

I then called BT care again, this time, because the fault was marked as resolved, a new fault would have to be logged. So now, the date i'm given for fix is Wednesday 23rd. At this time, the fault is still in the resolved area of the above link.

 

This morning, the 22nd, I decide to check that page, and it's back in the faults area, so I decide to contact BT care again, now, it's not due to be resolved until Friday 25th! 

I know it's an area fault and not specific to me as my neighbour is on the same fibre service as me and has the same issue.

Couple of questions:-

 

Is this common?

What sort of compensation should I be entitled to?

Does BT even have engineers?

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Message 2 of 13

Re: LNILC Ilford Central - No Infinity/phone service since 18-03-2016 0935am

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Hi @BuzbysBugle,

 

Welcome and thanks for posting. Sorry for the delay in getting back to you. Are you up and running again? Can you let us know how you're getting on?

 

Cheers

 

David

Community ModeratorDaveM
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BuzbysBugle
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Message 3 of 13

Re: LNILC Ilford Central - No Infinity/phone service since 18-03-2016 0935am

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Nope, still off, don't think it will ever be back tbh

Latest from the tracker

Fri 25/03/2016 at 00:03
BT Infinity problem in the Ilford Central area
Dialling codes affected: 0203, 0208
Dialling codes affected: 0203, 0208 

Impacting service since 18/03/2016 10:22 

We're really sorry but we've got a problem at the moment in the Ilford Central area, which means that some of our customers will be having trouble getting online. We're trying to fix the problem as quickly as we can. 

Please revisit this page for further updates. 
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Message 4 of 13

Re: LNILC Ilford Central - No Infinity/phone service since 18-03-2016 0935am

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Thanks for confirming that @BuzbysBugle.

 

Sorry you're still not connected. To be honest there's not a lot we can do in this instance as it's a known issue that's being worked on. Hopefully it won't be much longer.

 

Cheers

 

David

Community ModeratorDaveM
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Distinguished Sage
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Message 5 of 13

Re: LNILC Ilford Central - No Infinity/phone service since 18-03-2016 0935am

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The engineers are from Openreach as they provide and maintain the network for all providers not just BT

you should be able to claim for loss of service once your service is restored

major faults are unusual however they do occur occasionally
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BuzbysBugle
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Message 6 of 13

Re: LNILC Ilford Central - No Infinity/phone service since 18-03-2016 0935am

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Day 11 now with no Infinity internet or phone, apparently this is due to a broken cable.

I can't imagine it would take so long to find/fix a cable unless its gold plated unicorn cable that has to be specially ordered
from Vulcan or something?

 

Dialling codes affected: 0203, 0208 

Impacting service since 18/03/2016 10:22 

Update 1: Spare equipment has been ordered to site to restore service. 

We're really sorry but we've got a problem at the moment in the Ilford Central area, which means that some of our customers will be having trouble getting online. We're trying to fix the problem as quickly as we can. 

 

Best joke of the past week I heard, "Openreach engineers work on Bank Holidays" 

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Distinguished Sage
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Message 7 of 13

Re: LNILC Ilford Central - No Infinity/phone service since 18-03-2016 0935am

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Some cable faults can take a long time to repair particularly if road or pavement closures are needed as this involves the local authorities for permission it is also possible that it is a cable theft which entails running new multi core cables and rejointing at both ends of the new cable this could be up to 500 pair to be jointed
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BuzbysBugle
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Message 8 of 13

Re: LNILC Ilford Central - No Infinity/phone service since 18-03-2016 0935am

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It's specific to fibre customers though, friends in my area who are on traditional internet are not effected.

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Distinguished Sage
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Message 9 of 13

Re: LNILC Ilford Central - No Infinity/phone service since 18-03-2016 0935am

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Then the fibre link may have been severed and need replacing
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BuzbysBugle
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Message 10 of 13

Re: LNILC Ilford Central - No Infinity/phone service since 18-03-2016 0935am

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Almost into day 12, this is a very busy exchange, how it has not been replaced in this amount of time is quite frankly shocking.