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philrm77
Aspiring Contributor
314 Views
Message 1 of 19

Ongoing Broadband Fault

I have an ongoing problem with my broadband, first reported on the 27th June, where the hub will not connect. It constantly just flashes orange.

I have had three engineer visits but so far none of them have been able to fix it. The third engineer came today and he did actually get it working, but about an hour after he left it went off again and now the hub is again flashing orange and will not connect.

I'm not sure where to go from here - I imagine that BT will want to send a 4th engineer but for one thing I'm not confident that a 4th engineer can fix it if three have failed already, but on top of that my work is getting annoyed with me keep taking days off, so I'm really going to struggle to keep being here for the engineers!

Is there anything else I can do now or do I just need to keep having engineers round until one manages to fix it?

 

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18 REPLIES
Distinguished Guru
Distinguished Guru
304 Views
Message 2 of 19

Re: Ongoing Broadband Fault

I'll ask one of the mods to drop in on this as you seem to be getting nowhere. Once they ask you to fill in the form it may take up to 3 days for them to get back to you but they will get you sorted and stay with you until resolved. Don't ring the helpdesk while waiting for the mods.

philrm77
Aspiring Contributor
299 Views
Message 3 of 19

Re: Ongoing Broadband Fault

Thank you, I'm actually on with live chat at the moment and they want to book another engineer, should I hold off on that for now?

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philrm77
Aspiring Contributor
289 Views
Message 4 of 19

Re: Ongoing Broadband Fault

Sorry, the live chat had already booked the engineer by the time I posted that last message, so I guess my best option is to see if the engineer on Monday has any more luck.

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Distinguished Sage
Distinguished Sage
287 Views
Message 5 of 19

Re: Ongoing Broadband Fault

The mods would have booked an engineer in any case.

Distinguished Guru
Distinguished Guru
283 Views
Message 6 of 19

Re: Ongoing Broadband Fault

The mods will still post here to get you into the queue and most likely ask you to post back once the engineer has been. If you still have a problem they will take it up for you and get it sorted.

If they ask you to fill in the contact form still do it.

philrm77
Aspiring Contributor
268 Views
Message 7 of 19

Re: Ongoing Broadband Fault

Ok thanks very much, I appreciate your help.

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Moderator
Moderator
212 Views
Message 8 of 19

Re: Ongoing Broadband Fault

Hi @philrm77

Thanks for your posts and welcome back!

Sorry for the problems you're having with your broadband and that it has taken so many engineers so far and it's still not sorted.  I understand that an engineer is scheduled in tomorrow so keep us posted how things are going and if you are still no further forward we'll pick it up.

Cheers,

Robbie

Community ModeratorRobbieMac
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Message 9 of 19

Re: Ongoing Broadband Fault

Did the Engineers say why they couldn’t get it working?

I find it odd they’d close off the job without getting it working and not giving an explanation like the Fibre Card in the DSLAM being faulty, which a Service Delivery CSE wouldn’t be able to fix, that would require an NGA Engineer, they're the ones who maintain the DSLAMS.
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Distinguished Guru
Distinguished Guru
179 Views
Message 10 of 19

Re: Ongoing Broadband Fault

If I knew which exchange and cab I could check on that.

At present their are only 3 new incidents and 2 outstanding for the UK nationwide.

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