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Mattd2003uk
Beginner
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Message 1 of 13

Router flashing orange for the last 10 days

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So my router has been flashing orange for the last 10 days, I have reported this fault to BT on the 30th September and I still have the issue now, I was told the issue was a simple, common issue and would be fixed quickly. 

I am an OU student and need a reliable broadband service to complete my studies and upto this point BT has been far from reliable, if I'm honest I am sick to death of the service. 

Where do I stand with getting this repaired in a timely mannor and my contract terimated so I can return to my previous supplier (which I was with for 8 years, zero faults) because I'm not receiving the service I'm paying for with BT.

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Distinguished Sage
Distinguished Sage
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Message 2 of 13

Re: Router flashing orange for the last 10 days

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@Mattd2003uk 

Is there any noise on your phone calls?

Dial 17070 (free call)  and select option 2, quiet line test, and see if there is any noise on the line.

 

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Mattd2003uk
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Message 3 of 13

Re: Router flashing orange for the last 10 days

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Yeah I did this prior to reporting the fault the line has a load of static, so reported it to BT.

I did the same test this morning and sounds exactly the same.. 

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Distinguished Sage
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Message 4 of 13

Re: Router flashing orange for the last 10 days

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@Mattd2003uk wrote:

Yeah I did this prior to reporting the fault the line has a load of static, so reported it to BT.

I did the same test this morning and sounds exactly the same.. 


Did you report it as a noisy phone line, or a broadband fault, as reporting it as a broadband fault will take much longer to be fixed?

There are plenty of people who can fix phone faults, but not as many broadband people.

Once the phone fault is fixed, then the broadband will get better.

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Moderator
Moderator
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Message 5 of 13

Re: Router flashing orange for the last 10 days

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@Mattd2003uk Thanks for posting and welcome to the BT.com community forums, I'm sorry the fault with your service hasn't been fixed yet. 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 find out what's going on.

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Mattd2003uk
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Message 6 of 13

Re: Router flashing orange for the last 10 days

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I have no idea I was given a fault number and received an email detailing the fault but when I go to track the fault it says there is no fault associated with this account, if I am honest the whole process has been a shambles. 

I was told the fault was common and was between my house and the exchange, it would be fixed by Monday 7th by 18:00 but would likely be fixed before this point as the problem had been identified. 

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Moderator
Moderator
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Message 7 of 13

Re: Router flashing orange for the last 10 days

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Hi @Mattd2003uk 

Thanks for taking the time to send us over your details.  I tried calling you on your home number but wasn't able to reach you.

I'm sorry for the connection problems you've been having recently.  I have reviewed the fault report you raised and I need to arrange for an engineer to visit you.  The reason for my call was to check what your availability was like.  Can you post back and let me know if there is a day that suits you for the engineer's visit?

When we send an engineer to your home, we sometimes have to charge for it. For example, if the problem's with your home wiring or your equipment has been damaged by a pet or building work. If this is the case, £85 will be added to your next bill. If the problem is with our network, as it is the majority of the time, you won't be charged.

You can see more info about this here:  Engineer Home Improvement Service charges

Drop me a reply and we'll take it from there.

Cheers,

Robbie

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Mattd2003uk
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Message 8 of 13

Re: Router flashing orange for the last 10 days

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I'm unable to make any calls (including to the test line) or receive calls from my home number now, when I go to call it has the dial tone then goes dead. 

If you want to private message me I can give you dates and time I am available for an engineer to visit. 

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Moderator
Moderator
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Message 9 of 13

Re: Router flashing orange for the last 10 days

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Hi @Mattd2003uk 

I have sent you a private message.  Please reply when you get the chance and we will take it from there.

Cheers,

Robbie

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Moderator
Moderator
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Message 10 of 13

Re: Router flashing orange for the last 10 days

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Hi @Mattd2003uk 

I'm following up today after the engineer's visit.

I can see that the engineer located the fault in the cabinet and it has been repaired now.  I tried calling to chat you this afternoon, sorry to have missed you.

Can you post back and let me know that the service is up and running again?  Are you happy for me to close things off from here now that the fault is repaired?

Cheers,

Robbie