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samjef11
Aspiring Expert
293 Views
Message 1 of 23

Phone line fault and no broadband service?

Hi we had our phone and broadband service go down since 1PM yesterday and  have reported it yesterday at 4.30pm could a bt moderator please look into this for me as I';m having to use a mobile wireless access point which is costing me a lot of money I having to connect my laptop to the mobile Internet.

 People can still ring and leave a message on the bt 1571.

Could some from the moderator team please look into this for me.

 

Thanks

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22 REPLIES 22
samjef11
Aspiring Expert
280 Views
Message 2 of 23

Re: Phone line fault and no broadband service?

I tried tracking the open fault but all i get after i enter my account number is

Consumer Fault tracking - Error notification
Sorry we cant complete your request at the moment due to technical error. Please try again.

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Distinguished Guru
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Message 3 of 23

Re: Phone line fault and no broadband service?

You might get a moderator along to help, but bear in mind that Openreach's target to investigate faults is 3 working days.  And even then, there's no guarantee that they will be able to fix it on the spot.  And the three working days is only a target.

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samjef11
Aspiring Expert
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Message 4 of 23

Re: Phone line fault and no broadband service?

Ok so if they can't fix it on the spot do they just give up and leave it broken I pretty sure it a fault at the bt exchange as I can still phone my landline number and leave a message on the bt answer 1571.

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Distinguished Sage
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Message 5 of 23

Re: Phone line fault and no broadband service?

no they do not just leave it some faults are complex and take longer to clear that is what Ectophile was saying
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samjef11
Aspiring Expert
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Message 6 of 23

Re: Phone line fault and no broadband service?

Ok i phone the automated fault service on my mobile and it said the engineer should fixed the fault by the 20 of august does that sound good?
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Reed_Richards
Aspiring Expert
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Message 7 of 23

Re: Phone line fault and no broadband service?

It took 5 weeks and two days to fix the telephone fault I had recently.  In that context 20th August sounds good.  Of course they started by telling me the fault would be fixed in a few days so what you are being told may be just bravado.  If the fault is not routine then rather than making a big effort to fix it, it seems to be put on the back burner.   

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Distinguished Guru
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Message 8 of 23

Re: Phone line fault and no broadband service?


@samjef11 wrote:
Ok i phone the automated fault service on my mobile and it said the engineer should fixed the fault by the 20 of august does that sound good?

That's three full working days from when you reported it (assuming it was too late to do anything on the Thursday.  That doesn't really mean it will take that long, and it's also no guarantee that it will be fixed on the 20th either.  It's just their current estimate.

 

Retail services have no guarantees - it even says so in the Terms and Conditions.  If you really need 24/7 service, you have to pay for business broadband.

 

Some problems are simple to fix.  If it's a broken connection, then they can just fix it on the spot.

 

Some problems are horrible.  One example is a fault at the top of a telephone pole, but the pole is starting to rot and is too unsafe to climb.  That would need a specialist team with a cherry picker, or getting someone out to replace the whole pole.  Even worse, is if it's a duct collapsed under a main road.  That can take weeks to fix if you allow for getting permits to dig the road up and hiring specialist diggers.

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samjef11
Aspiring Expert
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Message 9 of 23

Re: Phone line fault and no broadband service?

You Make sound like hell lol
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Distinguished Sage
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Message 10 of 23

Re: Phone line fault and no broadband service?

it can be sometimes most faults are simple and may not even need an engineer visit to your home but other can take time to fix

I had a neighbour who had infinity installed last week and was left with no working phone (contractor install)not Openreach turned out on Monday and it took two hours to resolve the mistakes that had been made both in the cabinet and the house
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