New Fibre Issues

[#1]

Another broken call back promise. Why tell me you'll call me back and then don't. Don't promise to do something you have no intention of doing! Customer service is well and truly in the toilet with this fault.

[#2]

I'm sorry to hear the issue's still ongoing.
I can see you have a engineer booked for tomorrow.
In terms of compensation once the fault's been fixed we'd get that looked into.

[#3]

Hi Matt
I've updated the support ticket. Engineer came and couldn't find a fault. I find it hard to believe there isn't an issue as each time the connection drops the DSL light is flashing on the BT modem.
Could you help with we need to do next To get this resolved?
Thank you

[#4]

He hasn't passed the fault back to us yet so I can't do anything at the moment.
The next step would be for us to raise a escalation with our suppliers.

[#5]

I see, but what would that entail? What do they do after an engineer visit?

[#6]

Was able to speak to the person who waited in for engineer tonight, sounds like he just tried to fob us off. Claimed that if too many people use the internet it can just stop working, utter tosh.
I've just noticed the first drop since I've been home, is there a way to see any stats on the open reach modem? Surely that has details logged of all the drops?

[#7]

Hi Matt,
Is there any update yet please? Was told updates normally come under 24 hours for priority faults.
Thanks,
Brandon

[#8]

I'm just checking this now.
In terms of getting stats from the modem if you have a Huawei model you can search online on how to do it.
It's not something we can support but the wider community can help you with any issues relating to that.

[#9]

Hey Matt
Any updates?

[#10]

Any news? Still disconnecting obv

[#11]

We're not seeing any disconnections for the last 24 hours:

I can see you replied to the fault ticket yesterday afternoon, I'll be honest and say that the test you've been asked isn't one I've seen on fibre before so it'll be best if the faults team pick that up.

[#12]

Hi Chris
Disconnected this evening
Thanks

[#13]

I saw the disconnect, however it looks to have been fine since. Hopefully it stays that way.

[#14]

My ticket should come off hold today. If all is well who do I talk to about compensation?

[#15]

Once the fault is clear just let our support team know or go on our webchat service and they can arrange a refund for any downtime.