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JebediahBeane
Beginner
282 Views
Message 1 of 9

Total loss of Broadband for 4 days!

We live in Wye, Kent (01233 phone code) and our broadband has been out since Sunday.  First we were told it would be fixed by midnight Monday, then last night, and now there is no fixed time.  Can we get a refund for the length of time this issue is taking to resolve and is there a way of getting online through some dilaup style process.  There is no communocation from BT to the village about what is going on and we are concerned that we have lost broadband service permenantly

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8 REPLIES 8
Distinguished Sage
Distinguished Sage
279 Views
Message 2 of 9

Re: Total loss of Broadband for 4 days!

is there anything shown here for your exchange   http://usertools.plus.net/exchanges/mso.php

http://usertools.plus.net/exchanges/?

http://btbusiness.custhelp.com/app/service_status

http://bt.custhelp.com/app/answers/detail/a_id/15036

 

if you are a bt broadband customer opted in to btwifi/btfon then you can login using your primary btinternet.com address and password



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Distinguished Sage
Distinguished Sage
278 Views
Message 3 of 9

Re: Total loss of Broadband for 4 days!

Service status report

Dialling code 01233

Estimated time to resolve: 09/10/2013 12:00

Dialling codes affected: 01233

We're really sorry but we've got a problem at the moment in the Wye and Challock areas, which means that some of our customers will be having trouble getting online. We're trying to fix the problem as quickly as we can.

Please revisit this page for further updates

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JebediahBeane
Beginner
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Message 4 of 9

Re: Total loss of Broadband for 4 days!

Hi - thanks.  Apparently the cable was severed so there is no broadband for the entire village and I need a way to get online without broadband or to discuss a refund as I'm paying for a service I'm not getting at the moment.  There is no consistency from BT about when the issue will be resolved (or even if it will be resolved) yet either.

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Distinguished Sage
Distinguished Sage
264 Views
Message 5 of 9

Re: Total loss of Broadband for 4 days!

Have you considered mobile broadband as a standby?

 

Looking at the coverage provided by Three Mobile BB, it would appear that you may be in luck.

Enter Wye into this search page.

http://www.three.co.uk/Support/Coverage

 

You should be able to purchase a USB dongle with SIM card locally.

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duncan10
Expert
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Message 6 of 9

Re: Total loss of Broadband for 4 days!

While its appreciated that people don't want their BT services cut-- to repair a cut main cable isn't a "5 min job" .UG engineers have to spend maybe days pairing up each pair of wires for each subscriber. And if it was vandalised then a new section has to be put through underground channels and joined up at either end. That's why you see Open reach or sub-contractors  at the same place for days. 

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JebediahBeane
Beginner
231 Views
Message 7 of 9

Re: Total loss of Broadband for 4 days!

Thanks for that.  It wasn't vandalism.  We have a level crossing in the village and a Network Rail contractor severed the main cable while doing engineering work on Sunday.  I should maybe be directing my ire at Netowrk Rail!

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Craig73
Beginner
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Message 8 of 9

Re: Total loss of Broadband for 4 days!

I live in Wye too. If it is going to take days why don't they just say that. They have changed the time for the work to be completed 15 times now. But I am having to find that out through a 3rd party ISP service checker. Do a check on bt's on your number and it says there is no problems in our area. I bet if this was not a rural area they would have teams on it round the clock to get it back up and running. They have no put it back to Friday morning. Could you imagine them doing that in the heart of a city. I doubt it!!
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duncan10
Expert
214 Views
Message 9 of 9

Re: Total loss of Broadband for 4 days!

Normal methods in cases like this mean that essential services get first priority--police--hospitals etc. which I don't think could be argued against . But I accept that ordinary  subscribers aren't "top of the list" . In cities there are a lot more essential services so you would see work being done on it  24/7. Have you been to the scene to see who is working on it? I am sure Network Rail with have to pay for it eventually.

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