IPC6023

[DarrenDev]

Sorry to hear that @Justina. I've just checked, and unfortunately we're down to 1 person at the moment due to holidays and our best guy getting married. I've given that 1 remaining guy a nudge.
Needless to say you'll be given a credit for all the time you're without service.
Really sorry - they're normally much quicker at sorting these issues.

Update: the nudge worked. He's found a fault and raised it to the relevant team to fix (it's on the configuration of your broadband line). He says they're normally resolved within 72 hours, but I don't know if that's working days or not.

[Justina]

Been away for a week come back and everything exactly the same, beginning to get a little frustrating now

[DarrenDev]

It had a review date of today on the ticket so someone would have picked it up this afternoon anyway, but I've nudged it again.
Sorry for the frustration - we feel it too. So many busy teams everywhere that we need to wait for.

[DarrenDev]

Unfortunately no fault was found at the other end.
So we've confirmed both ends - on your side nothing is received, and on the far end (the configuration of your broadband), everything is OK. We now need to work our way through the systems in between to see where it's going missing.

[DarrenDev · Accepted solution]

I'm told that the fault has been found - a missing configuration on your line. This was corrected, and your BT Hub was remotely rebooted this afternoon. Stats suggest that it's working correctly now. Could you please confirm?

[Justina]

Apologies been away so just checked and all seems to be working now. Many thanks for chasing this for me much appreciated.