Broadband not working

[#1]

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

[#2]

@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?

[#3]

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

[#4]

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

[#5]

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

[#6]

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.

[#7]

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

[#8]

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

[#9]

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?