No internet for a week
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- Re: No internet for a week
01-02-2019 3:42 PM
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Just had a voicemail left on my mobile that due to ongoing engineering works, I will have no connection until Feb 8th.
I've had zero notice of this, it went off this morning. The last I heard was I would be off for 2 hours on the 14th Feb.
I find this unacceptable.
Fixed! Go to the fix.
Re: No internet for a week
01-02-2019 5:29 PM
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Hi there,
I'm sorry to see this and that the schedule for the work has changed from what we originally advised. Without wanting to pass blame that seems to have changed in the updates we get from our suppliers so we will feed back on that.
I'm going to see about requesting an expedite to the re-connection as whereas 2 hours of downtime isn't right or realistic (so I will be sending on feedback as per what we advised you on ticket 187027307) 7 days is too long for you to be without a connection. An expedite if accepted should get this resolved within 48 working hours instead.
I'll make sure we update you further on ticket 186762240 ASAP.
Re: No internet for a week
04-02-2019 12:48 PM
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Is there any update on this please? I spoke to customer services and they couldn't tell me anything.
Thanks.
Re: No internet for a week
04-02-2019 3:11 PM
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I'm sorry if the call didn't help. As I'm handing the issue I recommend keeping in touch with me directly through here.
The service is still due to be connected today and can be at any time of day up until midnight, I'd expect it at some point this afternoon though.
I'll check for updates again around 6pm as I'd expect some movement at least on this by then.
Re: No internet for a week
04-02-2019 3:17 PM
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Thanks for that, the phone line went off briefly about an hour ago, so I thought something might be happening.
I will keep checking .
Re: No internet for a week
04-02-2019 6:13 PM
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Re: No internet for a week
04-02-2019 6:15 PM
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Just came back on.
Speedtest showing 35Mbps so a lot faster than before.
Looks like I've been moved to the closer cabinet, but Openreach says "Exchange status: Fibre enabled
Cabinet number: -
Technology: Pending - EO Line"
04-02-2019 6:19 PM
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That's great! Don't worry about the exhange checker as that can take some time for such changes to be updated. The line has a new "circuit ID" which confirms that you've been moved to another PCP.
Re: No internet for a week
14-02-2019 12:40 PM
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Well, after some openreach work this morning, my broadband is down again. I was notified it would be off for a while this morning, but whilst neighbours have had service restored, I haven't.
I called support, it will be 48 hours before it is investigated, so that's another weekend without service.
Re: No internet for a week
14-02-2019 4:20 PM
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Hi @gwynedd, thanks for your post.
On checking the account, a fault has developed with a piece of equipment within the exchange.
Please rest assured - when the fault is resolved, I'm more than happy to credit any downtime, as well as offering a suitable gesture of goodwill in recognition of the delays and inconvenience you've faced.
Please let me know when you're back online so that I'm able to action the above.
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