Message 7 of 7. Any faults related to your main phone. When BT came to fix a fault on the wire to the non master socket, I settled for a modern master socket which BT installed where the junction box was, and a length of cable which I installed to replace the faulty one. Before you start the conversation, be clear in your own mind what the problem is - and how you’d like it resolved. Popular Poster on 05-05-2020 03:58 PM. The wiring you install will be pivotal to their experience. Delayed repair following a total loss of service 2. Each time I speak to customer services or the fibre team (0800 587 4787) I am told they are awaiting a response from Openreach and. LoL; 35Mbs and the OP thinks they're being throttled and still on ADSL. Message 1 of 9 (448 Views) Reply. I've just done all the speed tests I can and its reporting 51 mbps down/ 20 up. Landline and fixed [or home] broadband providers offer a priority fault repair service for customers who depend on their telephone or broadband connection because of their disability and have an urgent need for a repair. Are you seeing slow speeds over WiFi ? Thanks Karl. I have a fault that started in March, regular drops (from minutes to hours) and random speed, used to be 22Mbps now 4-15Mbps varies constantly. So I called our provided (Sky)If you've lost all incoming and outgoing calls, try re-booting the firewall and your phone system, as this helps to reconnect with the SIP platform, and restore service. 0 Likes. He will mark up for the maintenance dig. The third agent said that the Openreach ticket was closed successfully eight days ago and has booked an engineer for tomorrow morning to come to fix the fault. Our engineers can help you with anything from installing your services to fixing a fault. Openreach have identified that we need a new line put in (very possibly because another engineer took ours for another property) yet they have done nothing to fix the fault, save send 6 engineers to tell us the same. The broadband industry is waiting impatiently to hear how the government plans to spend the £1. but the knowledge of the customer is limited on how the whole process works hence they naturally blame Openreach when its actually not their fault. this problem only occured when i had his stairlift removed. Visit Charge £130 Standard. Fix broadband problems in my new home. The customers service has been restored 2 days ago via a temp solution, using a nearby electric pole. Guess what It has not been fixed phone line still dead. Some can take minutes, some can take weeks. The services run 8am to 9pm from Monday to Friday and 8am to 8pm on weekends and bank holidays. Wait for the modem to sync within 3 minutes. 8. Talk Talk did exactly the same to me in 2017. Whatever he did to that joint, he made it worsethis topic is nearly 4 years old ! If you need help please start your own topic. Message 1 of 8 Openreach not fixing my fault? What can I do? Go to solution I placed an order for FTTP back in early September. Cost of Parts £--- Unknown Until Fault Fixed! Hourly Rate £104 up to and including any part of any hour. There are now no clean pairs available and there are repetitive call-outs to fix problems. The fault is stated to be with my line and I don't need to be at home when OpenReach get off their gongas to fix it. Re: Openreach not fixing my fault? What can I do? You can't contact Openreach directly. So I raised a ticket with the ISP at about 10:30 and it was dealt with very quickly, and it was clear there was an Openreach network fault present. Are you seeing slow speeds over WiFi ? Thanks Karl. Openreach Repair Telephone Faults Cost Example: Updated 01/04/13. Openreach failing to respond or fix fault. The fibre cabinet is approx 400 metres fro. They have identified that further work is required to repair the fault. Mortgage free July 2023When the Openreach engineer visits they’ll have a record of which cabinet your line is going through on their phone. 131 Views. BT has confirmed that Openreach has escalated this to arrange a dig of the pavement to fix. No one I speak to seems to have any idea what's going on and it's taking way too long to fix the fault on my li. . Bank Holidays) Having trouble with broadband or phone in your new-build home? Here are some things you can try. I think that Openreach is trying to avoid to fix the real issues and trying to ride a dead Donkey so to. by . If they find faults, they have to pay for the repairs. Please see the relevant Customer Service Plan (CSP) for. You’ll run the same tests our experts use. It doesn't cut in and out though. And it took us 3 weeks for them to fix our home one because their engineer messed up the setup (literally didn't have internet) and they refused to fix unless we paid £99 for the engineer. My reading of the situation is that this is an unfortunate side-effect of Ofcom taking a much closer interest in theHi. For a phone fault when an engineer completes the job, there's a 2 day retest period where we can 'reject the clear' and pass it back to Openreach for further investigation which I find normally gets another engineer out quicker than. Home is where my books are. Next week I am moving into a house that burned down a few years ago and has now been rebuilt. Sign in or register to get started. 59 next day, Monday to Saturday, excluding Public and Bank. (committed) Sun 02-Sep-12 08:48:34. Supposed to have my Internet and phone connected on Tuesday the 1st of November. The fibre cabinet is approx 400 metres fro. I'll cross everything here hoping that BT bring a swift resolution for you. Change your wireless channel - TalkTalk Help & Support Karl. Fingers crossed we can get this issue closed down today. For Governmental guidance, check out PAS: 2016 Next Generation Access for new Build. It is covered by "line rental etc" if the fault is unambiguously in the Openreach network system. Tuesday, Jun 26th, 2018 (8:48 am) - Score 1,592. I got myself connected to TalkTalk fibre on 15 Aug. Hence 10 minutes after posting here I got a text from sky. As in Lytham FY8 ? Sky customers are reporting a few however BT broadband is being crucified. they’ve declared that the fault is external and called upon BT Openreach to fix the. time they may be waiting for an installation or repair. They’re an independent charity that gives people the power to speak up to stop crime 100 per cent anonymously. Update : We should point out that we have been informed by Openreach that the contractors who were to replace the pole have been given the boot and a new company is being appointed for this area. My service is called Fibre 35, it is not FTTP. Thanks for your post @Joebananas. Ah I see, thanks. Technically, You Have Damaged Openreach’s Infrastructure. Are you seeing slow speeds over WiFi ? Thanks Karl. bobblet35 • 15 hr. Hi everyone. How long should BT. 26th August. At a guess, back in service by Thursday or Friday. Visit Charge £130 Standard. wrote: Think openreach and sky need to communicate better with each other and the customer Unfortunately communication between Openreach and theirDo you agree with Openreach's 4-star rating? Check out what 21,050 people have written so far, and share your own experience. You can also look at our superfast and ultrafast homeowner guides which have advice on some simple checks you can do. By contrast, chargeable faults are defined by Openreach as faults with repair costs that are recovered through a separate "cost to repair" process. How long is it likely going to take Openreach to fully fix a fault like this? I can't imagine it being very pleasant bearing in mind the pavement was resurfaced about 8 months ago. Ofcom warned BT that it will be expected to fix around 70 per cent of phone and broadband faults within two working days over the course of a year. repairing faults or relieving congested sections), delivered better rentals, improved information sharing (e. g. e. Initially I was told the fault was external and would be fixed on Christmas Eve, then I was told that the. (“Wait a minute! You said “don’t worry” – now you are trying to panic me!”) Not so. He then left and didn't come back. It's not. It took us minimum of 1hr on the business one for them to actually agree to fix it (the router died 6 months in). Long time reader first time poster. I've had a 'throttled' broadband service for 2 months now. Let us know the result of the engineer visit, I suspect the engineer will need to work on OK, your post is a wee bit confusing. And we can. By the time July 2023 comes around you may find that you are no longer able to simply "go back to Sky," at least not on an FTTC service. UK regulator Ofcom has issued rules that would require the firm to repair faults within two working days. I have raised another fault today. Openreach are well known for not up. 6Mbps, at least we could start using iPlayer and large downloads were not impossible if done overnight. Openreach are taking sky for mugs and its the paying customer that goes without service. Checked local council website they have no application for any road works Tobe carried out on the road upto 23rd March. | Read 21,301-21,302 Reviews out of 21,302Hi Brady All usual tests are clear and the router is in sync at 40mb with no errors. Call us for sales enquiries about. (committed) Sun 02-Sep-12 08:48:34. Strange I post on here and 10 minutes later sky message problems fixed Well sky / openreach the problem has not been fixed. It’s worth checking with them that they’ve finished installing the Openreach equipment, and that nothing’s missing or damaged. Start tracking. we'll pay you £9. The red LOS ( loss of signal ) basically means that there is no light being received, so no optical signal , this could be either a fault , or the service has never worked, if you had previous seen the green PON light lit , then that suggests a fault has developed , rather than the. I approached the Opeanreach employee at the other house. £8. Test with a known good phone and filter. . Proud member of the wokerati, though I don't eat tofu. There are some simple checks you can try to fix your broadband connection issue. In contrast, a fibre broadband service delivering up to 74 Mbps close to the street cabinet may deliver a speed of 20 Mbps or less if you are situated a significant distance from the street cabinet. 59pm on the second working day after the fault is reported . Working hours: Mon-Fri, 09:00-17:00 (exc. Thanks Karl. wrote: Just thought I'd post on this forum as I'm getting increasingly frustrated. OpenReach came out again yesterday and of course didn't know anything about the previous investigation. Not Available. 33 for each calendar day that the service is not. Openreach had to dig up our pavement again to get at the fault. Do you agree with Openreach's 4-star rating? Check out what 20,548 people have written so far, and share your own experience. Go to the fix. But if I were paying £300pm for a service on FTTP, which everyone is treating as a business service, I would have expected a better response. Delays shouldn't take months. Hi I have had a problem with a noisy line for some time now and to cut a long story short BT Openreach came yesterday to fix the fault. Fix times. 72 hours later I get a call from the engineer. First, TalkTalk don't throttle, so whatever your issue is, it isn't that. All you can do is speak to the BT FTTP team 0800 587 4787General Chat Thread, Openreach - how long to fix a fault in General; Originally Posted by elsiegee40 Have you considered contacting one of the newspaper consumer champions?- Openreach state issue between exchange and cabinet or cabinet and property, some confusion over which one this was, appears to be between cabinet and property, underground cabling fault which should be fixed by 20th Aug. 5. e. Openreach seem to have broken my phone line. BMW crash takes out the internet at The Willows. If we find a fault outside of your property, we may arrange a separate. Hence 10 minutes after posting here I got a text from sky. Green. Speak to your trader. My theory is that Openreach does not want to bothered fixing copper, something that will go away as FTTP arrives. Mobile costs may vary. chris6273. Edited by. jpg 396 KB. The fault is stated to be with my line and I don't need to be at home when OpenReach get off their gongas to fix it. If the existing 10mbps isn't working to standard, you could have a faulty line where Openreach would have to attempt to fix. Yes PN did told me in fault team that BTw has resetted my line vis remotely DLM reset as part of the trial and this is why they did for. Do you agree with Openreach's 4-star rating? Check out what 20,548 people have written so far, and share your own experience. Are you seeing slow speeds over WiFi ? Thanks Karl. We have had no broadband for over4 weeks now. [ link to this post] Hi, BT Openreach were doing work a couple of doors up from me. Red. 6 Appended to Volume 7 of the WFTMR. I wanted to ask, do BT Openreach run any tests or advanced diagnostic tests prior to visiting my property? I don't mean prior to the appointment that day but run tests starting today through to the appointment day and if a fault is found, would they repair. So sorry its from 10th February not wor. How long does it take for openreach to fix a fault outside my house I had engineer out today and they it a fault wirer We use cookies on our website. I've turned off optimisation for the WiFi, can you try changing the WiFi channel to see if this gives better performance. My service is called Fibre 35, it is not FTTP. The reason BT Openreach is special is. Line Down-Very Poor response from Openreach. Message 3 of 13. The cables connected to your modem and fiber optic terminal box or indoor optical outlet (the small white box attached to the wall) probably became loose. Morning everyone, I've been struggling with my TalkTalk service for a while, A couple of Openreach engineers have visited and advised that I need a new overhead cable but they both said it is a tricky job as we live on a main road. How can Openreach just ignore faults on their network?BT aims to fix faults by-Standard: Monday to Friday (excluding Bank and Public Holidays) Monday to Friday 8am to 6pm: 4 Hours* By the end of the second working day after which the fault was reported : Prompt: Monday to Saturday (excluding Bank and Public Holidays) Monday to Saturday 8am to 6pm: 4 Hours* End of the next working day: TotalAbout 4 weeks ago BT/Openreach identified an external fault under my pavement caused by a rival provider's team, who damaged Openreach infrastructure whilst laying their cable. . 20th August - Sky inform me that Openreach have ran into a delay and it won't be done until 24th August 24th AugustThese levels are defined by the response times of Openreach engineers to reported faults. I'm sorry for the problems you're experiencing with your service. First contact your Service Provider. Solar PV 5. 33 for the full day you had. there is no connection. I have offered to send a photo of the broken cable. Checked local council website they have no application for any road works Tobe carried out on the road upto 23rd March. Ask for the leaflet quoting document number "PHME 87180". 1 Demand - Repair 18. If the fault is traced to that wiring then you are liable to receive a charge. At present, Openreach’s full fibre rollout. Depending on the kit status lights and reset details. According to In Your. I'll ask our network teams to chase them for an update. no phone connected) caused the speed to drop (especially uplink 3. Re: 2 MONTHS and counting to fix an Openreach connection issue. Ask for the leaflet quoting document number "PHME 87180". 20th August - Sky inform me that Openreach have ran into a delay and it won't be done until 24th August 24th August - Sky confirm that Openreach have given a go-live date of 26th August which they assure will not be missed. Delayed repair following loss of service: Your service has stopped working and it is not fully fixed after two full working days. Level 1. Every few days BT calls to say they are still waiting for a response from Openreach and that will call again in a few days. It’s quick and easy to report faults with BT Business broadband, phone line, email and all Cloud Voice services. I said I'll be interested to know how it could possibly be our fault since everyone including the dog was watching TV when it died. Apparently fixing it is going to be messy according to the engineer we had (New Manhole, possibly a new cable from the new Manhole to the external box on our premises) so I am curious; How long is it likely going to take Openreach to fully fix a fault like this? I can't imagine it being very pleasant bearing in mind the pavement was. endobj 7:43. There was always a phone line to the property but itFY8 Lytham is the next town, mine is LCSTA St Anne's (according to Samknows) , not sure they're the same? "Good" to know it's not just meHi. Not that long ago I found a pressure fault in a 1200pr plugs expanding! They used them on lead to poly joints. My FTTP has been down for 8 days, red LOS light on the ONT. Off. Hi smiddy1968 I've escalated your complaint over to our CEO's Office and a Complaints Manager will contact you to discuss this as soon as possible. wfh won't prioritise the repair. still waiting for an update from Openreach. we'll pay you £9. compensation will be due if you experience a total loss of service which isn’t fixed by 11. Finally 2 weeks after moved in I could work from home. Off. Normally a few times a year OR are out to fix the line despite the fact. Level 4 Clear within 6 hours, any time of day, any. which should fix banding problems and some other issues with DLM profiles; assuming of course that the original underlying problem has been resolved first. mine) with the neighbour’s line and then ran for the hills. 12th: I call the care, go through multiple levels. wrote: Think openreach and sky need to communicate better with each other and the customer Unfortunately communication between Openreach and theirSo BT came out and the engineer said they are aware of the fault. Nte swap will take five minutes. I do not need to be my property for the visit. Openreach won’t fix our fault. The problem is that in every case I’ve had to go through very long-winded checks before the TalkTalk people have been willing to send out one of their own engineers, who only have the authority to check the situation inside the customers’ premises. By the time July 2023 comes around you may find that you are no longer able to simply "go back to Sky," at least not on an FTTC service. g. The reviews are not that accurate. The official line is that you must call in Openreach to fix it. But every time I call they say it will be a week later, with conflicting. A what3words address is being provided in almost half of all calls and a quarter of chats reporting damage to Openreach. 0800 023 2023. Openreach, which is effectively responsible for maintaining BT ’s. Edited by. Once it gets to 3 repeat reports in a rolling 30 days it will get escalated and give the attending engineer more time to work on the issue and will go to more experienced engineers. We'll give you a 2-3 hour timeslot for your appointment, and your engineer can arrive at any time within this timeslot. Hi Brady49Q1 Your fibre 35 service is in sync at 37mb and all tests are clear. If you just wanted to vent you've done it without messing up aI placed an order for FTTP back in early September. On 13th Nov a car crashed into the telegraph pole outside ourA competitive tender process has resulted in Openreach choosing the monitoring and analytics firm EXFO to supply optical test heads and test access switching, as well as monitoring, to help support the rollout of their 1Gbps capable Fibre-to-the-Premises broadband ISP network across the UK. I will wait to see how long it runs at 150Mb/s before dropping again and definitely prove again an ONT reboot resolves it - don't relish having to explain to Sky. Test your broadband speed with the UK's most accurate broadband speed testing tool. Did the engineer arrive? Your fault ticket has not updated just yet. And yes I know phone lines aren't guaranteed to be fault free 24/7-365. Can someone give an estimate as to how it takes openreach to fix a jumpering issue at the exchange. Photograph: Joe Doylem/AlamyBefore you call up Sky to get Openreach to replace the ONT (fairly sure this is it), try replacing the Cat5e/6 fly lead between the ONT and the router with a fresh new lead. For example, in the face of rising fault levels for WLA services, Openreach has been delivering record levels of fault clears during 2020/21 with 18%. Tonight’s episode of the BBC ’s popular consumer affairs TV show, Watchdog, took BTOpenreach’s “ promises to keep the nation connected ” to task and heavily criticised the group for failing to fix broadband and. Openreach Phone Number 2. It seems we are still waiting for Openreach to get round to doing our line some 5 and a half weeks later. Have you been phoning the FTTP TEAM 08005874787 as they should be able to understand and help you get openreach out to repair. He said our service would be slow and in. bobblet35 • 15 hr. 2kWp system, SE facing, >1% shading, installed March 2019. Delayed repair following loss of service: Their service has stopped working and it is not fully fixed after two full working days. LoL; 35Mbs and the OP thinks they're being throttled and still on ADSL. We have had no broadband for over4 weeks now. Mark as New; Bookmark; Subscribe. And it took us 3 weeks for them to fix our home one because their engineer messed up the setup (literally didn't have internet) and they refused to fix unless we paid £99 for the engineer. It’s been over two years since Openreach withdrew its own VDSL2 modem as an option from their Fibre-to-the-Cabinet (FTTC) installation service, which many ISPs initially provided to customers before self-installations and all-in-one routers became the norm. In the meantime, I've been connected to TalkTalk 'fibre' for 3 weeks now but can not: play online xbox games, stream Netflix, stream Amazon and loading a web page takes ages and constantly times out. First, TalkTalk don't throttle, so whatever your issue is, it isn't that. 2. . This may be a wifi issue. I have the name and number of the Openreach engineer who came to look and tried to get this fixed. Within 48 hours of my contact, Openreach dispatched a new technician who told you there was no problem with the connection and got your landline up and running. Mortgage free July 2023 When the Openreach engineer visits they’ll have a record of which cabinet your line is going through on their phone. additional flexibility to manage provision and repair workstacks which has been made significantly more. TalkTalk have been telling me that an OpenReach engineer is on the way but nothing happens. even though there have been significant and long lasting impacts on Openreach and. If you have found this solution helpful please tick this as the answer. Make sure the line sounds clear with no crackles. An engineer was booked for Monday morning. So if a fault is reported to us on a Tuesday, we must fix it by the end of Wednesday. sicomplaints@openreach. BTnet fault reporting from BT Business. By the time July 2023 comes around you may find that you are no longer able to simply "go back to Sky," at least not on an FTTC service. Hi Brady All usual tests are clear and the router is in sync at 40mb with no errors. End users are not. Reply. Did the engineer arrive? Your fault ticket has not updated just yet. What work exactly is yet to be done, and what is the estimated finish date? Has this work actually been escalated? I see no Open. If real unlucky, the lead in to your property is borked, and will require replacing. even though there have been significant and long lasting impacts on Openreach and. Can anyone at Plusnet confirm that Openreach have got a "job card" to repair our line and when it's likely to be done. I am having problems working out where Openreach responsibility lies for a phone line. Apparently fixing it is going to be messy according to the engineer we had (New Manhole, possibly a new cable from the new Manhole to the external box on our premises) so I am curious; How long is it likely going to take Openreach to fully fix a fault like this? I can't imagine it being very pleasant bearing in mind the pavement was. gin123 Posts: 4 Newbie. BT Retail should not be charging you yet for the service if it is not live. OpenReach define fix times as the number of Engineer Visit Hours (see below; Basic and Prompt options) within which they aim to resolve the fault; there is no guarantee. wrote: wrote: that's one of the questions I asked Openreach and they refused to answer, so thanks very much. Zen are another isp that may or may not use openreach infrastructure either way they are not going to show info relating to another isp. . Openreach won’t fix our fault. New service: 07701407770. I pushed Sky to contact Openreach for more info as this wasn't good enough, and they then stated that the forecast for the repair to be completed is the 26th of April. The pavement is even marked with where the dig needs to take place. Find out more. Broadband fails, how long before it gets as far as Openreach? Then how long before it gets fixed? My broadband basic info/help site - Domains, site and mail hosting - Tsohost. Checking the Router Settings. Level 4 Clear. No one called. 49 per month per line; If your business is heavily phone or internet-based, we highly recommend that you choose one of our enhanced care level packages so that we can repair any problems and get you back up and running as soon as possible. Coincidentally, on 17th July another Openreach engineer fixed a neighbour’s line fault and the cynical amongst us might suspect that the engineer just swapped a good line (i. . I would would therefore be grateful if anyone could inform me about whether the OpenReach engineers activated my line or not, and when I will finally get to use my PlusNet service which I have waited for such a long time now, to actually be able to use. 33 for each calendar day that the service is not repaired: Missed appointments: An engineer does not turn up for a scheduled appointment, or it is cancelled with less than 24 hours’ notice. Yes I know we are customers here but sky also monitor the postings. Hi smiddy1968, I've logged this over to our network team for further investigation. Clear by 23. I lost my dial tone and my ADSL2+ sync rate halved (which I believe means that one leg of the line has been disconnected). @mc321 If you was supposed to get a fix done by Openreach that is not happening today or Monday due to strike action, this is why Sky have changed the date to get your fault fixed. Report post. Release the button and wait around 30 seconds for your ONT to boot back up. Start a broadband monitor nowFix problems with your landline or Digital Voice service or report damage to outside BT equipment. Therefore, anything in this blog from this point on should be read as hypothetical. The broadband industry is waiting impatiently to hear how the government plans to spend the £1. openreach fault tracker; openreach fault trackerreptile and amphibian merit badge powerpoint. Message 13 of 13. endobj And your postcode. 3 Demand 1. 5bn of public money it has promised by 2025 to spur investment in rural fibre coverage. Fault response within 24 hours; £3. 2. Hi beckyh81 I can only apologize for this ongoing issue. How to deal with poor workmanship. Landline and fixed [or home] broadband providers offer a priority fault repair service for customers. If real unlucky, the lead in to your property is borked, and will require replacing. View all contacts. Have you been phoning the FTTP TEAM 08005874787 as they should be able to understand and help you get openreach out to repair. We'll give you a 2-3 hour timeslot for your appointment, and your engineer can arrive at any time within this timeslot. Threatened me with charges if it was my fault and everything. TalkTalk have been telling me that an OpenReach engineer is on the way but nothing happens. The best case scenario is that you agree on a course of action. Reported to BT who tested it and found a problem on the line. Openreach had to dig up our pavement again to get at the fault. An. That port stays with you for as long as the service is connected, regardless of the speed you pay for - unless there's a fault that actually requires a port change to fix it, or unless you cancel the service. The. So sorry its from 10th February not working not. Sky have told me that there is no info. Therefore, anything in this blog from this point on should be read as hypothetical. OpenReach came out a few days later and narrowed it down to an underground run of cable in the road but didn't have the necessary equipment with them to investigate/repair. All, I didn't suggest that TalkTalk was throttling its service, just that it seemed to be throttled as far as Netflix and, as I now mention, YouTube videos as well. The BLUE cable shown is BT Openreach’s responsibility, and the RED part is yours. We've had the first line support openreach engineer come out and assess the state of our line after having issues with. Change your wireless channel - TalkTalk Help & Support Karl. The customer faults are not faults on the Openreach network and MBORC faults need to be subject to a valid contractual MBORC declaration meaning that the cause of the fault was outside of Openreach’s ability to control. 8. I had a fault on my line. We are still working with Openreach for a final fix.