No broadband for 5 days

[Janeee56]

I'm a halo user working freelance from home. Last time I had broadband was over 3 days ago. I'm on Epping Essex. Anyone know what's happened and when a fix is likely?

[Keith_Beddoe]

@Janeee56 

Welcome to this user forum for BT Retail phone and broadband customers.

When did you report the fault to BT Retail?

Have you tracked the fault to see when the estimated repair time is?

[imjolly]

Have you reported the fault to CS?

[Janeee56]

Yes. They’re not very informative. The repair date keeps moving ahead. Now showing 17/11

[Janeee56]

Within an hour of noticing it early Tuesday am

[Keith_Beddoe]

They will be waiting for an update from Openreach, who look after the network.

[Janeee56]

How many days would you find it acceptable to be without any means of accessing the Internet?

[Keith_Beddoe]

There are no specific guarantees for a residential connection, but normally Openreach expect to repair a fault within three working days. You would be entitled to compensation in most cases.

Also see https://www.bt.com/help/account-and-billing/automatic-compensation

[imjolly]

if you want a faster repair time then as freelance working from home maybe you should consider a business connection with a far better SLA

[Janeee56]

I ll enquire about that.