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tyneblade
Aspiring Contributor
317 Views
Message 1 of 13

Ten days of downtime and counting

Like many first posts I suspect this is a despairing moan. We lost remote contact with our Nest thermostat sometime on the morning of 12th April. Nothing new in that but it did not return for the rest of the day. We guessed there was a problem with our home broadband but anticipated an easy fixwhen we got home.

I got home on Thursday evening to find the home hub 6 proudly displaying a blue light which was confusing because it wasn’t only the Nest that could not connect to the internet. Nothing could. The was however a dialling tone to indicate that we were connected to the green box. Something had clearly happen to the configuration of our internet connection during the morning.

I turned the router off and on, still no internet. I reset it, still no internet. I was confused because the hub was reporting the usual 49mb downstream speed and that it was connected. I tried Ethernet cable from the router to my iMac still no internet.

I followed advice on the Bt website,using my phone as a hotspot, and initiated a live chat with a helpful guy in India. He took me through all the checks I had run again and a few more and concluded that I needed a new router. He promised that it would arrive the following day and that his manager would call me to check all was OK.

I waited in all day the following day, when nothing arrived I called the customer service line, a woman in India explained that my router wasn’t coming and that I would have to wait until the following Tuesday. I explained that as we have BT Sport that was a big loss but we eventually agreed that this is the best BT could do. She promised that somebody would call on Tuesday to confirm everything was OK.

The router dropped through the letterbox on Tuesday I plugged it in having taken the precaution of replacing all my cables with those supplied. The net result was no difference. Good connection, 49mps download, no internet. I waited for the promised call when it did not come I decided to cancel my BT contract.

I was put through the retention team who convinced me to give me BT a last chance.
Retentions put me through to a UK support team who ran tests lasting over an hour with no resolution.

They promised that some specialists would be in touch the next day and, for good measure, ordered me a new router.
When the call from the specialists did not materialise I called support again. This time I go through to somebody in Newcastle who agreed with me that an new router in my house was unlikely to fix an problem outside my house. However they insisted that a BT Engineer should visit me and attempt to fix the issue.

That visit was arranged for Friday 20th, over a week after the initial fault, and a call was promised to check the outcome.

The BT Engineer arrived on Friday morning and quickly determined that there was nothing wrong in my house, so there was nothing he could fix. He could see that the fault was outside the house but before that could be addressed I would need a visit from an Openreach Engineer and the earliest available was next Tuesday April 24th. I reluctantly agreed to wait.

I was surprised and thankful that for the first time BT managed to make a promised follow up call on Friday afternoon, but frustrated to learn that I had to wait for the Openreach engineer on Tuesday before BT would attempt any other sort of fix on their side.

To say that this is all frustrating is an understatement. We have used 30 GB of phone data over the last week at huge cost. We are missing Sport that we have paid for and face the prospect of a further wait if, as have told me they BT expect, the fault isn’t fixed by Openreach.
BT are due to call me back on Thursday for an update. Is there any course of action I should take at that point? I’ve been promised compensation throughout but suspect that my estimate of the inconvenience I have suffered is short of BT’s.

Are there any questions I should be asking the Openreach engineer on Tuesday.

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12 REPLIES
Distinguished Sage
Distinguished Sage
280 Views
Message 2 of 13

Re: Ten days of downtime and counting

I presume from your post that engineer that did arrive was a contractor employed by openreach ansd not openreach engineer.  any fix will be done by openreach not by any tweak done by your ISP BT Retail

hopefully the openreach engineer not a contractor will be able to fix your connection problem on tuesday - if not post back



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tyneblade
Aspiring Contributor
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Message 3 of 13

Re: Ten days of downtime and counting

AFAIK he was a BT employee, he had a BT badge and moaned about having no influence over Openreach.

Quite why BT sent someone who could only work on my premises is beyond me. I’ve consistently explained that the fault occurred when nobody was in the house. That points to something changing, and needing to be fixed, elsewhere.

Despite that BT have bombarded me with replacement routers and dire warnings that , if it turns out to be something i’ve done, I will be fined £130.
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Distinguished Sage
Distinguished Sage
260 Views
Message 4 of 13

Re: Ten days of downtime and counting

It I said not a fine but the cost of the openreach engineer callout should the fault be in your side of the test socket - this is a standard notification before you get engineer visit. If problem not on your side of test socket then there is no charge and no charge if no fault found

 



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tyneblade
Aspiring Contributor
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Message 5 of 13

Re: Ten days of downtime and counting

My 8:00 13:00 slot has passed with no sign of the Openreach Engineer.

I checked that somebody was due to visit yesterday because I had heard nothing to confirm the visit.

The case management team in Newcastle confirmed that the Engineer was due between 8:00 and 13:00.

I’m starting to despair of this ever being fixed.

Considering that they are a communications company the inability of almost everyone I’ve been in touch with to make a call or send an email to keep me updated is worse than unacceptable.
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Distinguished Sage
Distinguished Sage
187 Views
Message 6 of 13

Re: Ten days of downtime and counting

the engineer may just be running late after all it is only 13.18.  if no visit today then post back and we can see if mods can help get engineer visit



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tyneblade
Aspiring Contributor
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Message 7 of 13

Re: Ten days of downtime and counting

My wife has had to take the morning off work to wait and it now look like I’m going to have to take the afternoon off with the real prospect that an engineer won’t arrive at all and more time off work being needed for a further visit.

Why can’t the engineer call to confirm that he is late and suggest a time he might arrive. He can’t claim not to have our number.
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tyneblade
Aspiring Contributor
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Message 8 of 13

Re: Ten days of downtime and counting

Seems that despite assurances I received yesterday, from people who could see that the visit had been booked, the engineer request wasn’t correctly attached to a fault and it lapsed.

Somebody is going to call me back to arrange a visit within 48 hours.

Given the mobile data bill I’m going to end up with I might as well have my salary paid direct to Vodafone
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tyneblade
Aspiring Contributor
133 Views
Message 9 of 13

Re: Ten days of downtime and counting

New engineer visit booked for tomorrow.

Incidently I do think that BT should be able to develop a better contingency for customers in my position. Last night's football alone seems to have consumed over 5 GB of mobile data. I've no idea if im going to be compensated for this but the offer of a BT data sim card that could be used in a mobile hotspot would take a lot of angst away for customers in my position.

It would also provide an incentive for BT to fix the issue.
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Distinguished Guru
Distinguished Guru
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Message 10 of 13

Re: Ten days of downtime and counting

Which exchange are you on?

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