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Distinguished Sage
Distinguished Sage
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Message 11 of 19

Re: Reporting a fault - conflicting information!

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I still don't see the relevance of you pointing out what board the OP posted on unless it was that you were under the impression that the BT Fibre broadband board was just for posts about  FTTP.

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HazelH
Newbie
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Message 12 of 19

Re: Reporting a fault - conflicting information!

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Hi all, thanks for input but I don't really understand the acronyms - I'm paying for 50mb internet. Although I'm currently not getting any as it has been a farce with BT! I did diagnostic tests on the phone with BT on Friday (unscrewing the socket, plugging into the test socket etc) at which point they booked in an engineer for Saturday....except the engineer didn't turn up! I called BT again who didn't seem to know what was going on and are now not sure if an engineer needs to visit the premises at all. I have been assured that I will be getting £25 compensation for the missed appointment and £8 per day that I'm still without internet (and I've been recording the calls with customer service) but this is quite disappointing as things seem completely disjointed at the BT end.

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Highlighted
Distinguished Guru
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Message 13 of 19

Re: Reporting a fault - conflicting information!

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What did you plug into the test socket? Was it your router or a corded phone?

(If I have helped you in any way please click the thumbs up. Thank You)
If I have solved your Issue please click the "Mark as accepted solution" button.
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Sage
Sage
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Message 14 of 19

Re: Reporting a fault - conflicting information!

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I think it may be beneficial for the mods to take a look at this for you. One should be along shortly.

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Moderator
Moderator
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Message 15 of 19

Re: Reporting a fault - conflicting information!

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Hi @HazelH, welcome to the community and thanks for posting, I'm really sorry about the fault with your broadband and the difficulties you have had trying to get this fixed.  

I've sent you a Private Message with details on how you can get in contact with the mod team and we'll be happy to help.

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HazelH
Newbie
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Message 16 of 19

Re: Reporting a fault - conflicting information!

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Thanks, I've replied to your message. 

To answer the earlier question, I was asked to plug in the router, and relayed the colours of the lights. Not particularly looking forward to day 6 without BT internet. 

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Distinguished Sage
Distinguished Sage
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Message 17 of 19

Re: Reporting a fault - conflicting information!

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After you have replied to mods you are in a queue and it may take mods a few days to get back to you



If you like a post, or want to say thanks for a helpful answer, please click on the Ratings 'Thumbs up' on left hand side.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.
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Moderator
Moderator
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Message 18 of 19

Re: Reporting a fault - conflicting information!

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Hi @HazelH  Sorry for the delay in getting your fault fixed. I called earlier sorry I could not reach you. I can see that the engineer has said that the fault was fixed yesterday. Can you confirm that you are now back in service?

Cheers
John 

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Moderator
Moderator
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Message 19 of 19

Re: Reporting a fault - conflicting information!

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Hi @HazelH  thanks for taking the time to speak with me earlier and I appreciate your feedback on the poor experience you had getting the fault repaired. I am sorry that you were not provided the level of service you should have received. You will see the automatic compensation on your next bill due on 7th July and if there is an issue with this please post back and let me know. I'll re-open the case and ensure that you receive your compensation. 

Thanks again
John

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