Lost connection

[collys]

Hello. My fibre broadband and phone line stopped working while an engineer from openreach was connecting a new build property two doors down from me. The problem occured whilst they were working. Is it possible they have disconnected me? Bt are going to send an engineer but will take some days.

[DavidM]

Hi @collys and welcome back.

It's been a while but great to see you again. Sorry your connection has been cut off. It's possible the engineer has caused the problem. Have you spoken with customer services about this? Have they arranged the engineer to get you reconnected?

Cheers

David

[collys]

Thanks for the reply David. Yes I have been waiting for a few days now for the engineer to attend. I am aware that in the past my local cabinet was "full", and I was unable to change provider at one point as there was no spare capacity when I checked address with other isp's online.

With my service going down when openreach connected a new build, my concern is my connection has been pinched to provide the new building a connection.

I will update when finally the engineer comes.

Thanks

[collys]

Hi, I am still no further forward with this. No internet for 5 days now after KN circet on behalf of openreach made a new connection to a new property two doors up from me.

3 discussions with online advisors, one phone call, raised a compliant and two "no shows" by openreach engineers and I have to be now take Monday off work as well now as they have rebooked for then.

When the engineer didn't come yesterday I was told he was working at the exchange and it was very complicated and same story again today. I know I get £25 for the no show but that doesn't help when I am taking time from work and am unable to work from home as no internet.

No shortage of open reach attention to the new property mind! Out nearly every day.

Seems rather more straightforward to me as the connection went down when the kn circet guy was up the ladder at a telegraph pole!

Is there any other help to be found here or even explanation as to what is going on or do I just keep taking days off work in the hope they show up?

Any help would he much appreciated.

[JohnC2]

Hi @collys, thanks for the update and sorry your service hasn't been restored yet.

I've sent you a Private Message so you can get in touch with the Mod team and we'll be happy to provide any help we can. 

Cheers

JohnC2

[collys · Accepted solution]

Pleased to report my broadband and phone service were restored today.

I understood from the openreach engineer my active broadband and phone line was simply disconnected and used to supply the new build property. Pair pinching it is known as, I believe.

[RobbieMac]

Hi @collys

Thanks for posting back to let us know that your broadband is back up and running now.  I am really pleased to see that.  Sorry for the downtime.

We'll update your account and go ahead and close this off from here.  If you need help in future, feel free to come back on to the community again as you're more than welcome 😊

Thanks,

Robbie