Guess what It has not been fixed phone line still dead. Does Openreach have to fix faults? Openreach normally aim to fix reported faults within 3-5 working days of being notified of them, but that could easily lengthen due to bad weather causing high demand. even though there have been significant and long lasting impacts on Openreach and. Are you seeing slow speeds over WiFi ? Thanks Karl. Well time has told already - My broadband speed is now dropping away and the crackle is back. To cut a long story short the internal wiring all seemed fine but I noticed that any unconnected additional extension point (e. If you report a fault on a Monday, you'll get £9. 8 r-500 that's Google's DNS. Openreach Fax. Now future firmware updates are also due to end. Here for You –. If you can prove a fault they have to fix or compansate. My service is called Fibre 35, it is not FTTP. Priority fault repair. Here’s how you can fix poor workmanship: 1. 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. Initially I was told the fault was external and would be fixed on Christmas Eve, then I was told that the. Free from UK landlines. Delayed repair following a total loss of service . | Read 20,381-20,398 Reviews out of 20,398Recent history teaches us that just because Openreach can’t spot a fault doesn’t mean to say the line isn’t still faulty and within Openreach’s realm to fix, which can also result in future engineer call-outs and nobody wants that. Re: 2 MONTHS and counting to fix an Openreach connection issue. I have been in contact with BT numerous times to try and get this fixed. [ link to this post] Hi, BT Openreach were doing work a couple of doors up from me. They’re an independent charity that gives people the power to speak up to stop crime 100 per cent anonymously. I just need to make this absolutely clear. All you can do is speak to the BT FTTP team 0800 587 4787 General 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. Ask for the leaflet quoting document number "PHME 87180". I, in pure frustration, asked PN to release me if the fault was not fixed - and this fault is not fixed. 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. Your main socket, due to damage you've caused. | Read 20,621-20,635 Reviews out of 20,635If you can, gather as much information as possible including any vehicle registration numbers. How long should BT take to fix a fault? Under the new rules, BT must complete around 80% of fault repairs within one to two working days of being notified and provide an appointment for around 80% of new line installations within 12 working days. Howdy, Stranger! It looks like you're new here. . 0800 023 2023. 13th: An engineer supposedly shows up again and never contacts me. After a few visits I got an switched on Openreach engineer who checked each section of the line. 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%. compensation will be due if you experience a total loss of service which isn’t fixed by 11. 00 clear by 12. 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. Each telephone call ends the same. 40 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. . I have had a nightmare trying to get my broadband and phone services fixed since 17th December 2017 and I have had nothing but mixed messages about the problem. She tells me it will be another three business days. Don’t worry. You can't contact Openreach directly. 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. IMG_20231001_160647. I am due to get Full Fibre installed at the end of the month (OpenReach engineer visit is booked) but due to the long distance between my property and the closest telegraph pole where the fibre cables are on my road, I can't see how the OpenReach engineer will actually get me connected unless the OpenReach team dig a long trench. 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. Check that the thin white fibre optic cable coming into your Openreach fibre modem is inserted and not damaged. He will mark up for the maintenance dig. Check out the options available from Openreach below: These levels are defined by the response times of Openreach engineers to reported faults. You should do a speed test and a ping test, try CMD and ping 8. The. Openreach Phone Number 2. I reported a line fault (noise on line and constipated broadband…) on 17th July and I’m still waiting for Openreach to fix the problem. It's not. Openreach had to dig up our pavement again to get at the fault. BT engineer has installed everything on my side, but I have been waiting for Openreach to "fix a fault in their distribution network" for one month now - with no end in sight!! I call multiple times per week to get an update on the order, and each. But every time I call they say it will be a week later, with conflicting. Check for loose cables. Solar PV 5. Openreach response to service-related questions in Ofcom’s consultation documents 7 NON-CONFIDENTIAL VERSION 1. 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. Delayed repair following loss of service: Their service has stopped working and it is not fully fixed after two full working days. . 33 compensation if it hasn't been fixed by midnight on Wednesday. I got myself connected to TalkTalk fibre on 15 Aug. PN have just passed this back to Openreach as the PN op confirmed that the line quality was very poor. Openreach fix times v British Gas. It doesn't cut in and out though. The exchange is St Annes (Lancsashire)Following a 14th visit (!) from Openreach (since Jan last year), the engineer has finally stated in his notes that he's provided a temporary fix and that a permanent one needs to be applied. 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. An. 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. So sorry its from 10th February not working not. 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. BMW crash takes out the internet at The Willows. First, TalkTalk don't throttle, so whatever your issue is, it isn't that. co. I'm furious. Openreach’s performance is therefore critical to ensuring end customers do not receive poor quality broadband services. We have had no broadband for over4 weeks now. £26. Working hours: Mon-Fri, 09:00-17:00 (exc. which should fix banding problems and some other issues with DLM profiles; assuming of course that the original underlying problem has been resolved first. . 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. . Regards, Karl. 33 for each calendar day that the service is not. 33 for each day, after the two working days, that the service isn't. Lol just had a text from sky saying problem has now been fixed. Click here to start your speed testI'm afraid you lost me with some of the acronyms there. Report a fault to fix a problem. If the existing 10mbps isn't working to standard, you could have a faulty line where Openreach would have to attempt to fix. Visit Charge £130 Standard. I've had a 'throttled' broadband service for 2 months now. Total Cost: +Vat Depending On how Long it takes and what parts are used Min Visit Charge £130. | Read 20,961-20,974 Reviews out of 20,974Openreach’s limited public briefing states, “This PoC is to test changes to the current Network Adjustment process where it is identified that duct overlay is more efficient and cost effective than undertaking repair on spine duct” (Ofcom doesn’t currently require them to implement this, but they are using the PoC to assess its viability following feedback from. Start tracking. 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 failing to respond or fix fault. The fibre cabinet is approx 400 metres fro. No one called. Strange I post on here and 10 minutes later sky message problems fixed Well sky / openreach the problem has not been fixed. 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. Re: 2 MONTHS and counting to fix an Openreach connection issue. The reviews are not that accurate. Openreach have called just now and they say they fixed the fault in the 26th. Registered: 15-04-2016. If the fault is traced to that wiring then you are liable to receive a charge. 59 same day. LoL; 35Mbs and the OP thinks they're being throttled and still on ADSL. £500K+ is less than what openreach charges so is a good price - not openreach's fault. Are you seeing slow speeds over WiFi ? Thanks Karl. I'm sorry for the problems you're experiencing with your service. (“Wait a minute! You said “don’t worry” – now you are trying to panic me!”) Not so. OpenReach have found cable fault - but haven't come back to fix it drykloke. Message 13 of 13. The Citizens Advice agency has described the broadband market’s current compensation system as being “ deeply unfair ” after it revealed that Openreach ( BT) had failed to complete over 20% of repairs (364,000) and 6% (281,000) of installations on time between April to September 2016. There are now no clean pairs available and there are repetitive call-outs to fix problems. Openreach are taking sky for mugs and its the paying customer that goes without service. Openreach Repair Telephone Faults Cost Example: Updated 01/04/13. Fingers crossed we can get this issue closed down today. Lol just had a text from sky saying problem has now been fixed. To track your repair, we just need two bits of information. 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. 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. Overall Openreach is said to have installed. If you can prove a fault they have to fix or compansate. DebbieThanks Gandalf for taking a personal interest and I look forward to your update on the 28th. Openreach. When you order a fibre service for the first time, Openreach assigns a port to you. This has been passed internally within Openreach for their 2nd stage teams, so the fault case is still open with Openreach. Openreach Repair Telephone Faults Cost Example: Updated 01/04/13. For example. We'll give you a 2-3 hour timeslot for your appointment, and your engineer can arrive at any time within this timeslot. Fix broadband problems in my new home. 66 – so £9. My FTTP installation was due to go live 15th July but has been delayed due to an underground fault. Hi, Please can someone help. The reviews are not that accurate. HOpefully Open Reach already have a new case raised but are just waiting for a road permit or something like that. An Openreach engineer visited on the 2nd day and said the fault was between the poleOpenreach had updated the fault on the system to say 'specialist engineer requested, will check progress on the 12th of April. Everything at our end is fine and he put his cable tester on the line to find there is a fault 34 meters away from our test socket. Delays shouldn't take months. BT faces strict new measures to speed up Openreach repairs on its aged copper infrastructure from the start of next month, the UK's communications watchdog said today. uk. If someone has helped give them Like. The fibre cabinet is approx 400 metres fro. (committed) Sun 02-Sep-12 08:48:34. In summary, it is intended that Openreach will be required to: o complete around 80% of fault repairs within one to two working days ofDo you agree with Openreach's 4-star rating? Check out what 21,571 people have written so far, and share your own experience. 12th: I call the care, go through multiple levels. 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. £9. Zarjaz. After a few visits I got an switched on Openreach engineer who checked each section of the line. That isn't surprising: you're not theirwrote: Lol just had a text from sky saying problem has now been fixed. 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. Landline and fixed [or home] broadband providers offer a priority fault repair service for customers. com Blue Light. They can also contact us to help them fix the issue. dContact Helpdesk Option 1 for orders or information on PSTN faults [email protected] taking that as an example there are only three possibilities: £500K+ is more than openreach would charge and is excessive - not openreach's fault. I've had a 'throttled' broadband service for 2 months now. 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. Each telephone call ends the same. Zen are an unbundled network meaning that they own and maintain their lines. . They have known about the issue for 3 weeks and have no idea when it will actually get don. Hi Brady All usual tests are clear and the router is in sync at 40mb with no errors. Run a broadband speed test. We all know how annoying even a brief loss of home broadband connectivity can be, particularly during the current COVID-19 crisis, but spare a thought for poor Joseph Chesney who lives in a rural area just outside of Endon (Staffordshire Moorlands), he’s been waiting almost 3 months for Openreach to fix a broken fibre optic line. 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 phone problems and for not being directly contactable. There are some simple checks you can try to fix your broadband connection issue. Find useful FAQs to help you if you have a query about a broadband fault. Hope you're back up and running soon. Edited by deleted (Mon 16-Oct-17 18:33:36)I have since been informed that sky pay openreach £160 per engineer call out, so its in openreach interest to not fix the problem straight away and to go back as many times as possible, that way they get more call out charges from sky. Any fault reported after 13:00 will be cleared by 13:00 the next working day. 33 for each day, after the two working days, that the service isn't. on 01-06-2020 08:30 AM. Reported to BT who tested it and found a problem on the line. 365 days a year. digital. After this, we’ll compensate you £9. Nte swap will take five minutes. We still see far too many complaints from customers who are forced to pay for work that isn’t strictly. Broadband quality monitoring. You should talk to your phone or broadband service provider such as BT, Sky, TalkTalk etc, as Openreach will not be able to help you if you:. Nothing happened until 11th when BT simply closed. As h1xy said, if a nearby pole was hit by lightning and that’s when your internet went off, the most likely fault is a blown nte/hub. FTTC (Fibre To The Cabinet) most likely which means the connection from the - Openreach open fault between cabinet and property, staing underground cabling fault to be fixed on 20th Aug. Check the LOS light indicator. 8. 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. Change your wireless channel - TalkTalk Help & Support Karl. But every time I call they say it will be a week later, with. Broadband and wi-fi. Openreach have requested we review the report on 09/05/2020 as the work is likely to. Raised ticket on Sunday and was told it was an earth fault and Openreach should resolve this by Thursday 7th. OK, we'll leave you to it, then. i contacted talktalk but they have failed to help solve this problem. Technically, You Have Damaged Openreach’s Infrastructure. 14-10-2017 10:40 AM. 13 January 2021 at 10:41PM. I would second that. Openreach are taking sky for mugs and its the paying customer that goes without service. Openreach seem to have broken my phone line. All you can do is speak to the BT FTTP team 0800 587 4787. The company employs 37,000 people. | Read 20,621-20,635 Reviews out of 20,635If you can, gather as much information as possible including any vehicle registration numbers. Hi . 95 per month per line; fault response within 6 hours; £5. 0800 671 045. He told her that there was a utility strike on our line, somewhere in the footpath opposite our house. 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. 5bn of public money it has promised by 2025 to spur investment in rural fibre coverage. I've turned off optimisation for the WiFi, can you try changing the WiFi channel to see if this gives better performance. If they have to dig up the road, Openreach have to obtain permission from the local authority. Yes I know we are customers here but sky also monitor the postings. No, but they have mountains of data where individual faults are located and cleared, and will direct work to repair/replace nodes/joints/ cables etc They also have pressure monitoring systems to detect possible E side cables failing . Fix it Staying safe Community Community. Finally 2 weeks after moved in I could work from home. Hi smiddy1968, I've logged this over to our network team for further investigation. you back about a sales enquiry. (no dial tone) and Sky sent Openreach out to fix it. If they find faults, they have to pay for the repairs. 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. . 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. Not that long ago I found a pressure fault in a 1200pr plugs expanding! They used them on lead to poly joints. ago. Tested line - No faults, checked DSLAM and changed my connection to new ports. Threatened me with charges if it was my fault and everything. Hi beckyh81 I can only apologize for this ongoing issue. i have been waiting a long time for help . Speak to your trader. If you have found this solution helpful please tick this as the answer. In view of this, Ofcom has introduced a number of specific performance standards for line installations and fault repairs. 1 Demand - Repair 18. People complain about Openreach majority of the time when in actual fact, its the service provider who has messed up. . Openreach Support Email. . Appointments are available between 7am-6pm Monday to Saturday. An Openreach engineer visited on the 2nd day and said the fault was between the pole and the exchange. If they have to dig up the road, Openreach have to obtain permission from the local authority. openreach fault tracker. They’re an independent charity that gives people the power to speak up to stop crime 100 per cent anonymously. wrote: Just thought I'd post on this forum as I'm getting increasingly frustrated. BT have confirmed they have seen the intermittent issues -, but when they have visited (10 times) the service is normally ok. BT will run tests to try and identify the issue. . But every time I call they say it will be a week later, with conflicting. Mark as New; Bookmark; Subscribe. I'm just asking this question out of general curiosity as it's the first time I've seen this happen to person to someone I know (Let alone myself). even though there have been significant and long lasting impacts on Openreach and. jpg 441 KB. Hence 10 minutes after posting here I got a text from sky. The services run 8am to 9pm from Monday to Friday and 8am to 8pm on weekends and bank holidays. 00 clear by 12. 72 hours later I get a call from the engineer. Hi all, Having moved into a new home on the 11th of September, the house had numours phone ports dotted around, I went for BT. 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. By selecting Accept, you are agreeing to our cookies. Report after 13. Fault response within 24 hours; £3. e. 22-02-2020 1:48 PM. #1. Checking the Router Settings. A few months ago I had a semi-frantic call from my wife saying our phones were dead and the cable was on the ground. 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. Thanks Karl. Would anticipate its a network issue on fttp lines andBT Openreach not fixing my fault - daft excuses. LoL; 35Mbs and the OP thinks they're being throttled and still on ADSL. 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. By contrast, chargeable faults are defined by Openreach as faults with repair costs that are recovered through a separate "cost to repair" process. We'll give you a 2-3 hour timeslot for your appointment, and your engineer can arrive at any time within this timeslot. Ask to remain there, remove any other electrical equipment from nearby the router and we test and monitor the connection. . View all contacts. Checked local council website they have no application for any road works Tobe carried out on the road upto 23rd March. Profile has been updated with requisite infoApparently 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. How to deal with poor workmanship. Please let us know if you do experience any further issues. Repair appointment: 07701407771 Your engineer will call or text you beforehand to check you’re in, see if there’s anything they need to know about your address (like access or. As h1xy said, if a nearby pole was hit by lightning and that’s when your internet went off, the most likely fault is a blown nte/hub. 59 day after next, Monday to Friday, excluding Public and Bank Holidays. Openreach’s performance is therefore critical to ensuring end customers do not receive poor quality broadband services. £9. 33 for the missed activation day (Wednesday), and another £9. What is an earth fault and how long does it take to repair? Anybody in the Kilwinning North Ayrshire area having the same problems. 16 months and done f all to even attempt to fix it, even after we wrote to CEO at Openreach, how do you actually get Openreach to fix something like. Safety First We’re here to help When to get in touch Broadband not working? Please contact the company that sends you your bill. Someone reads me my rights: If the fault is found in the house or if no fault is found how much I am going to pay them. Nothing happened until 11th when BT simply closed the. There may be a connection problem - check your Hub. BTnet fault reporting from BT Business. IMG_20231001_161959. TelephoneFaults. 2. | Read 121-140 Reviews out of 5,493Hi beckyh81 Sorry for the delay. It was an external fault which was put down to ‘corrosion’ somewhere on. In response to some of the points raised, first, speeds of FTTC are measured from the DSLAM, so 80/20 overa Km of distance is NEVER going to be 80/20, physics prevents it, however, your speeds actually sound pretty good for the distance, drop outs, doesn’t sound like line fault if your speed is constant, so perhaps a router issue, possibly requiring a. If they use the Openreach structure, then if there isn't any MSO's in teh area (Major Service Outages) Openreach normally respond to the fault within 3 working days. 3 months down the line (no pun intended) , and as luck would have it I checked my bank statement today (Feb 20th 2019) only toOfcom’s 2016 Strategic Review deal with BT set out to resolve all this via an enhanced Duct and Pole Access (DPA) approach. We can see high errors occuring, interference being detected and sometimes we can even see a hard fault such as a high resistance joint or similar. It seems we are still waiting for Openreach to get round to doing our line some 5 and a half weeks later. Edited by. The ISP did give me a refund of a month's subs over how long it was taking, even though it wasn't their fault. Proud member of the wokerati, though I don't eat tofu. Report post. The same day as I posted above. Wait for the modem to sync within 3 minutes. Delayed repair following a total loss of service 2. 59 same day. 0 Likes. Ah I see, thanks. 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. but in future you should report the fault to your ISP and they must engage an Openreach engineer to fix the problem. You then say you have 36Mbps 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. This is the second time in two months that I’ve had the same (or very similar) fault – the last was reported on 16th May and not resolved until 26th June (with at least 5. PN have just passed this back to Openreach as the PN op confirmed that the line quality was very poor. Openreach had to dig up our pavement again to get at the fault. Or you can call Crimestoppers on 0800 555 111. At the start of 2018 they followed that by telling Openreach to make sure their ducts were “ready for use” (i. FTTC (Fibre To The Cabinet) most likely which means the connection from the- Openreach open fault between cabinet and property, staing underground cabling fault to be fixed on 20th Aug. I'm sorry for the problems you're experiencing with your service. BT has confirmed that Openreach has escalated this to arrange a dig of the pavement to fix. We have had no broadband for over4 weeks now. The following information is a guide for connecting the Openreach network to your home wiring. My theory is that Openreach does not want to bothered fixing copper, something that will go away as FTTP arrives. Did the engineer arrive? Your fault ticket has not updated just yet. Thanks for getting back to me I've booked the engineer visit and I've updated the ticket 220635700 with the appointment details. £8. Crime and scams. 0 Likes. Full Fibre (Fibre to the Home): Check your wiring and set-up. Can anyone at Plusnet confirm that Openreach have got a "job card" to repair our line and when it's likely to be done. PORT1-PORT4. Get help to fix your dropping broadband connection. Give your provider reasonable time to fix the problem. To pass a fault to Openreach, you need to detail the end user contact name, email, land line, address and mobile. 00 and I rang PlusNet on my mobile (extra cost added to phone bill? landline was in the same. Under the new rules, BT must complete around 80% of fault repairs within one to two working days of being notified and provide an appointment for around 80% of new line installations within 12. The ISP did give me a refund of a month's subs over how long it was taking, even though it wasn't their fault. Sky have told me that there is no info. Delayed repair following loss of service: Your service has stopped working and it is not fully fixed after two full working days.