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MaryP
Beginner
244 Views
Message 1 of 4

Overhead cable broken and Openreach won't fix it

I have had no phone or broadband since 2/12/18 because an overhead cable which supplies this service is hanging by a thread and water gets in.  I reported this on 2nd Dec.  On 4th, an Openreach engineer arrived, looked at the cable and told me it had to be replaced, but he couldn't do it as it needed to be escallated to another team with more equipment.  I chased up with BT a few days later and they said another team was due to fix it but they couldn't say when.  Nothing happened until 11th when BT simply closed the fault.  NOTHING HAD BEEN DONE AND WE WERE STILL WITHOUT SERVICE.  I contacted them on 12th and they opened a new fault.  Again nothing was done and they closed the fault on 13th.  I raised a complaint and got a text saying that a manager would call my mobile today between 1100 and 1300.  No one called.  I have raised another fault today.  

I have offered to send a photo of the broken cable.  I have the name and number of the Openreach engineer who came to look and tried to get this fixed.  It is so frustrating as we have now been without phone or broadband for so long.  How can Openreach just ignore faults on their network?  I can't even escalate my complaint because I got an email to say they are looking into it and apparently you can't do anything for 8 weeks.  

If someone can help I would be so grateful.  

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3 REPLIES
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Distinguished Sage
Distinguished Sage
234 Views
Message 2 of 4

Re: Overhead cable broken and Openreach won't fix it

I have asked if one of the mods could respond.

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Moderator
Moderator
216 Views
Message 3 of 4

Re: Overhead cable broken and Openreach won't fix it

Hi @MaryP Sorry that you have been left so long without service and have not been updated on what is happening.

We will be happy to chase this up for you with this if you send us your details. You can contact us by clicking on my user name and selecting contact the mods.

Thanks
John

Community ModeratorJohnC
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MaryP
Beginner
198 Views
Message 4 of 4

Re: Overhead cable broken and Openreach won't fix it

Many thanks for getting in touch JohnC2.  I have clicked on the link and completed the form, so hopefully you have all the necessary details.  

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