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fishermanG
Aspiring Contributor
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Message 1 of 14

No internet for 2 weeks. Please help mod

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Hello folks

 

My internet stopped working since two weeks ago. Constant flashing purple +/- flashing orange. I have done everything to try fixing it e.g. reseting, using test socket, changing cable, and finally resorting to calling OpenReach engineers.

 

16/1/2018: First engineer came. I was informed that my line was accidentally "swapped" for a Sky internet service and my telephone number was wrong. He "fixed" it - blue light came on. Internet was up for only 6 hours. Same thing after that - flashing orange. 

 

17/1/2018: Spoke to BT chat people. They found line fault nearby/inside my property. 

 

19/1/2018: Second engineer came. Again, told the same thing. My line at the greenbox was "switched off" and wrongly assigned telephone number. Intenet came back up. Stopped working 6 hours. 

20-23/1/2018: I was out of town so couldn't get the chance to report this

 

24/1/2018: Spoke to BT chat. They told me that I need to wait till midnight. ???No clue what they were talking about. I patiently waited until following day, still flashing orange. 

 

27/1/2018: Third engineer came. I was informed of the same thing - wrong wiring and tel no. etc. He also said that the two previous engineers didn't do their jobs properly - and the wiring was a mess? He reassured me that he would get the wiring fixed this time. Half an hour later, I was informed that he couldn't fix it :((((( And he advised me to speak to BT to do something at their end. Massive dissapointment ;(

 

Can anyone please help me out? Thanks very much.  

 

Edit: I have BT Infinity 1 (with free upgrade to 76mbps). Had it up since August 2017. 

 

Edit 2: IT WAS FIXED. Spoke to BT chat again. They fixed it from their end. That was efficient. fingerscrossed that it will stay fine. 

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Sage
Sage
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Message 2 of 14

Re: No internet for 2 weeks. Please help mod

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I think a mod is the best bet to get this mess sorted out for you. One should be along shortly.

Distinguished Sage
Distinguished Sage
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Message 3 of 14

Re: No internet for 2 weeks. Please help mod

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looks like may be fixed now - time will tell



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Moderator
Moderator
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Message 4 of 14

Re: No internet for 2 weeks. Please help mod

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@fishermanG I'm really sorry about the recent problems you've had with your BT service, I'm glad to see that the chat team sorted it for you. Did they advise you what the issue was?

fishermanG
Aspiring Contributor
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Message 5 of 14

Re: No internet for 2 weeks. Please help mod

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Hello mod @NeilO

 

It stopped working again ;( I spoke too soon.

 

It happened once about two hours ago, but it reconnected after I restarted. Now, it's flashing purple +/- orange. Could anyone help me out? Find me a permanent fix. 

 

Thanks!

 

Regards

Gordon

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Distinguished Sage
Distinguished Sage
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Message 6 of 14

Re: No internet for 2 weeks. Please help mod

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I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

Moderator
Moderator
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Message 7 of 14

Re: No internet for 2 weeks. Please help mod

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Hi @fishermanG Sorry that the fault has come back again.

 

We will be happy to help you with this if you send us your details. You can contact us by clicking on my user name and selecting contact the mods.

Thanks
John

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fishermanG
Aspiring Contributor
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Message 8 of 14

Re: No internet for 2 weeks. Please help mod

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Thanks. Done.
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fishermanG
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Message 9 of 14

Re: No internet for 2 weeks. Please help mod

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Just a quick update:

 

It's fixed! Internet has been up for >6 hours which is a good sign. 

Issue: My line to my apartment has been "crossed over" to another apartment in my building. Not sure how/why. Thanks to Jamie - the Openreach engineer!

 

 

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Distinguished Sage
Distinguished Sage
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Message 10 of 14

Re: No internet for 2 weeks. Please help mod

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@fishermanG wrote:
Thanks to Jamie - the Openreach engineer!

If you think he did a good job, then why not provide feedback?

 

Thank an Openreach engineer - they do the repairs

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