MSO Lasting For A Week - Currently Estimated To Last 2 Weeks

[hayley0002]

Hi,

We have been without internet since Friday 12th September now and initially was due to be fixed by around 6:30pm that day. After the time passed, it was updated to be due on Tuesday 16th at 7pm. The time passed again and it was updated to Thursday 18th at 7pm. It said that every time I checked until today and it now says Friday 26th at 7pm.

This is causing a lot of issues since multiple of us in my household work from home and are really struggling to work as we're relying on rocky mobile hotspots.

I've tried contacting BT about it but I was just assured the same information that I can see in front of me and informed about the automatic compensation we will receive. I keep being reassured that MSOs are the highest priority but this feels like an exceptionally long time for an outage of that importance.

If possible, what I really would like to know is what the issue actually is and if anyone else has ever had this issue and had to wait this long before. I saw a forum post of a similar issue in the past and a moderator was able to explain what caused the MSO to them, so I would be very grateful if that would be possible.

Thanks!

[WSH]

“If possible, what I really would like to know is what the issue actually is…”

Unfortunately, no one on this forum is likely to be able to tell you.  The repair will be up to Openreach and while Openreach and BT are both part of BT Group, they are separate companies.  This forum, for BT the ISP, has no direct link to Openreach.  Even the BT guides will only know what Openreach have told them, (if anything).  Sorry, I know that doesn’t really help.

Where you may find a clue is on Zen’s status page.  That has an interface to Openreach that is sometimes useful.  If you put your area code in, it may show what the issue is.

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

[hayley0002]

Thank you for the link, it gave me some information but not much. I appreciate your reply regardless!

[36ULW]

Openreach used to have a Service Status Page but I can’t find it so it’s possible they got rid of it.

To be fair from what I remember of it, it was useless anyway. Pretty sure it was run and updated by people who didn’t have a clue about Telecoms Networks, nor did they understand the Terminology sent to them so the information they uploaded made little to no sense to those that worked in Telecoms, let alone 57 year Janet who worked in a School Canteen most of her working life.

I believe Openreach still have some kind of Service Status Page that is for CP’s. Again though I’d imagine the info on that is limited and in jargon that most wouldn’t understand.

[iniltous]

I understand why you would to want to know what the Major Service Outage actually is , even if you having that information won’t speed up the repair, if a MSO is taking some time (the BT representative is correct in stating that MSO  are prioritised over everything else) so if it’s taking time it’s probably due to something unavoidable….like if the issue needs road closures for example to get at the fault and the council requires significant notice of the works needed  , traffic management etc , it can take some time , what won’t be an issue is providing the resources to fix the issue , the longer the problem exists the more compensation OR will pay the providers like BT , Sky TT etc .

A MSO is by its nature going to affect many users of many ISP’s  , and consequently local media , Facebook groups etc may have information about it 

[Anonymous]

@hayley0002 

@iniltous' suggestion of your local Facebook Group is a good one. We had a cabinet completely demolished by a car recently & the FB Group at least allowed residents to be aware. It should also help confirm that it is in fact an MSO. 

[pippincp]

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@36ULWwrote:

Openreach used to have a Service Status Page but I can’t find it so it’s possible they got rid of it.

To be fair from what I remember of it, it was useless anyway. Pretty sure it was run and updated by people who didn’t have a clue about Telecoms Networks, nor did they understand the Terminology sent to them so the information they uploaded made little to no sense to those that worked in Telecoms, let alone 57 year Janet who worked in a School Canteen most of her working life.

I believe Openreach still have some kind of Service Status Page that is for CP’s. Again though I’d imagine the info on that is limited and in jargon that most wouldn’t understand.

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I usede to have access to the status page you are referring to. No complicated terminology just what the fault was and an estimated fix date. Other ISP's objected to any member of the public having access to that info even though Openreach gave me password protected  access to it being a CL at the time. I could get the details even the mods here at the time couldn't.

Now only a select few staff of ISP's can access it. Zen release more info than any other ISP's but not everthing that I had access to.

[hayley0002]

@Anonymous I have tried looking at multiple local Facebook groups and haven't seen anyone talking about it at all. I live kind of in the middle of nowhere but I know the next house up and the one after them also have no internet. That's the extent of what I know as far as other people go unfortunately.

[hayley0002]

@iniltous Thank you for bringing up the road closures etc, that was something I didn't think about. Unfortunately no mention of it at all in any local Facebook groups, other than my closest neighbours I haven't heard anything of anyone else having this issue but then again I haven't exactly asked around. I appreciate your reply, it's given me some ideas to work with.

[WSH]

This website shows road closures due to broadband/telecoms work.

https://bidb.uk/