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Distinguished Sage
Distinguished Sage
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Message 11 of 22

Re: Three week wait because Openreach cannot locate cable.

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As you don't seem to be making any progress see if mods can stop least find out the problem and see if they can help. They will post here



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Moderator
Moderator
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Message 12 of 22

Re: Three week wait because Openreach cannot locate cable.

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Hi @leesy24  sorry that the engineer didn't even show up today and you have been without broadband for so long. I've sent you a Private message explaining how you can contact the forum moderation team and we will be happy to see what we can do to help get you back in service. 
Check here: https://community.bt.com/t5/notes/privatenotespage

Cheers
John

Community ModeratorJohnC
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leesy24
Aspiring Contributor
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Message 13 of 22

Re: Three week wait because Openreach cannot locate cable.

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Thanks for the advice.

I can see the future. I ring them on Monday, hear loads of apologies, get told THIS time it will get fixed, have a date arranged for Wedsnesday/Thursday; nothing happens.

I would cancel and try Sky but that would waste 2-3 weeks waiting for them to get to the stage where Openreach still ignore us.

How do I get a mod involved - isn't it just a matter of luck?

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Distinguished Guru
Distinguished Guru
332 Views
Message 14 of 22

Re: Three week wait because Openreach cannot locate cable.

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You have  mod involved, check your PM's (envolope top right).

2019-06-14 20_04_15-Reply to Message - BT Community.png

 

leesy24
Aspiring Contributor
319 Views
Message 15 of 22

Re: Three week wait because Openreach cannot locate cable.

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Thanks pippincp. Sadly using the forum on my phone is awkward and I posted after JohnC2's kind reply. D'oh!

Can you tell me, is there a Reply button on the private messaging system? I cannot find one on my small screen.

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Distinguished Guru
Distinguished Guru
316 Views
Message 16 of 22

Re: Three week wait because Openreach cannot locate cable.

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Yes there's a reply button bottom left. You may have to log into the full forum to see it.

leesy24
Aspiring Contributor
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Message 17 of 22

Re: Three week wait because Openreach cannot locate cable.

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Reply button found :). Cheers.

BT received a report from the engineer that he called out and fixed the problem... which was very much not the case.

Another visit is scheduled for Tuesday - but why didn't Friday's guy report back that there was a problem and recommend a fix? Very poor service indeed.

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Community Manager
Community Manager
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Message 18 of 22

Re: Three week wait because Openreach cannot locate cable.

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Hi @leesy24 

Thank you for your continued patience while we get this sorted for you. 

I just wanted to update the thread - the suppliers are working to get their records updated and the service up and running. This involves a cease and re-provide, which we're half-way through completing.

Fingers crossed, as long as this goes smoothly, we should be very close to the finish line.

Thanks, and I'll get back to you as soon as I have another update.

Community ModeratorStephanie
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Please avoid contacting us (moderators) via private message, for account/fault issues, unless invited to do so. The community will be able to help answer your question so we encourage you to create a new thread if you can’t find the answer from existing discussions. The moderators will be around to lend a hand should the community not have the answers. Thank You
Moderator
Moderator
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Message 19 of 22

Re: Three week wait because Openreach cannot locate cable.

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Hi @leesy24  Stephanie is out of the office and asked me to check that the broadband re-provide order is complete. The order is completed so I just wanted to confirm that your broadband service is now working ok. Post back and let me know.

Cheers
John 

Community ModeratorJohnC
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leesy24
Aspiring Contributor
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Message 20 of 22

Re: Three week wait because Openreach cannot locate cable.

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Hi John,

Yes, finally we have broadband again. You and Stephanie have worked absolute wonders to get it on. 

Without you two we'd probably have been selling the house 5 weeks after moving into it... 😉 .

Thanks again,

Lee.

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