topic Re: Broadband not working in Broadband

Broadband not working

rkaur — Mon, 03 Oct 2022 07:31:58 GMT

Hi, I reported an issue with our broadband on Saturday and I was told that they identified an issue and an engineer would be sent out on the same day. Since then I’ve had no response, I called on Sunday and they advised me that there’s no update. So I’m not entirely sure what is happening and when this will be fixed, everytime I call I just get a response of no update

Re: Broadband not working

jab1 — Mon, 03 Oct 2022 07:54:52 GMT

@rkaur I am surprised they said 'an engineer would e sent out on the same day' - especially on a Saturday, as OR engineers don't usually work weekends.

Out of curiosity, what was the problem?

Re: Broadband not working

rkaur — Mon, 03 Oct 2022 11:08:58 GMT

Hmm interesting he 100% said Saturday and I got him to confirm call was around 8.58am. Not connecting to internet, amber light just flashing

Re: Broadband not working

jab1 — Mon, 03 Oct 2022 11:12:03 GMT

I assume you have tried this, but has a reset of the Hub had no effect?

Re: Broadband not working

rkaur — Mon, 03 Oct 2022 11:21:40 GMT

Yes tried a reset a number of times just need a engineer out to try and fix but I don’t know what’s happening or even if one’s been booked

Re: Broadband not working

jab1 — Mon, 03 Oct 2022 11:28:05 GMT

I suspect the agent on Saturday has totally mishandled this. Do you have an open question about this? - you should have, if the correct procedure has been followed.

Re: Broadband not working

rkaur — Mon, 03 Oct 2022 13:10:15 GMT

Hi Yes there is a open question but I can’t seem to add to it unfortunately

Re: Broadband not working

jab1 — Mon, 03 Oct 2022 13:23:54 GMT

Does the question give any indication of what needs to be done/when it will be done?

Re: Broadband not working

Gandalf — Wed, 05 Oct 2022 09:00:03 GMT

Hi there,

I'm really sorry that your broadband's not working. I see an engineer went out on the 3rd October and identified they'll need a hoist to replace the lead in cabling, but there are renovations at your property which is stopping them from carrying out this work. Do you have any idea when the renovations will be completed so we can arrange another engineer?