Poor Service

[Shaz5555]

What a second rate service..2 engineers now and still not working..fault is outside!! First person on helpline thought it would be ok to just talk over me and kept stating it wasn’t BTs fault..was it mine??
3rd engineer due Thursday..rude couldn’t care less!! Beware I wish I’d never had BT if you have a choice think twice!! Really bad service!!

[Keith_Beddoe]

Welcome to this user forum.

Is the fault with your phone line, or is just your broadband?

The engineers are from Openreach, not BT Retail. Openreach deal with most providers, not just BT Retail.

[Shaz5555]

The fault is not with my landline..apparently checked today by engineer who “thought” it was ok.. it wasn’t! 😩

[Shaz5555]

Mmmm not connected that’s the problem 😁

[Keith_Beddoe]

Its worth just doing a quick check on the landline first, as that is the cause of most problems.

Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.

If there is no dial tone, did you report a landline fault or a broadband fault?

Next question.

Which BT Home hub are you using?

[NeilO]

@Shaz5555 I'm really sorry about the problem with your broadband and the delay getting this sorted.  Please post back on Thursday to let us know how the engineer visit goes. 

[Shaz5555]

Hi Keith, thank you for taking an interest done the phone test option 2 and it is silent. I have the new Hub 6? It worked fine until the broadband was changed to a faster option..it hasn’t worked since?

[Keith_Beddoe]

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@Shaz5555 wrote:
Hi Keith, thank you for taking an interest done the phone test option 2 and it is silent. I have the new Hub 6? It worked fine until the broadband was changed to a faster option..it hasn’t worked since?

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What lights are showing on the home hub 6?

When you did the 17070 test, was the phone number that was read out, your phone number?

[Shaz5555]

Orange light.

[Keith_Beddoe]

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@Shaz5555 wrote:
Orange light. 

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Did you check the phone number was correct?

Orange light.

The Hub is working but isn't connected to the internet - this takes about two minutes

Connect a device to your Hub using a cable or wi-fi. Open a web browser and follow the on-screen help wizard to get connected

What does your master socket look like?

Or