Watch our video to find out more. BT has confirmed that Openreach has escalated this to arrange a dig of the pavement to fix. 33 for the missed activation day (Wednesday), and another £9. At 8:40 last night I received a call from Openreach support asking if I had reported a fault, during the conversation we arrived at the conclusion the lines had been swapped. According to In Your. BMW crash takes out the internet at The Willows. co. The key drivers of repair demand and Openreach repair service levels are as follows: – Fault Rates . 131 Views. Not that long ago I found a pressure fault in a 1200pr plugs expanding! They used them on lead to poly joints. You then say you have 36MbpsDo you agree with Openreach's 4-star rating? Check out what 5,639 people have written so far, and share your own experience. Start a broadband monitor nowFix problems with your landline or Digital Voice service or report damage to outside BT equipment. 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. Here for You –. He will mark up for the maintenance dig. There is no need to contact Openreach directly, Indeed this might interfere with getting the problem fixed. Thanks for your post @Joebananas. 66 – so £9. Nte swap will take five minutes. State it is a repeat of a known problem with a long history (I don't think they have access to this type of information unlike the actual support). New service: 07701407770. You can click my Broadband Speed Test to check the line in 30 seconds. Home is where my books are. 33 for each day, after the two working days, that the service isn't. Edited by. People complain about Openreach majority of the time when in actual fact, its the service provider who has messed up. 3Mb). BTnet fault reporting from BT Business. 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. Openreach had to dig up our pavement again to get at the fault. Priority fault repair. by . Free from UK landlines. My connection to my Sony smart TV is on wifi. Hope you're back up and running soon. For example, a 150 Mbps FTTP service will deliver an average speed of 150 Mbps wherever you are located. The wiring you install will be pivotal to their experience. Thanks for getting back to me I've booked the engineer visit and I've updated the ticket 220635700 with the appointment details. I'll ask our network teams to chase them for an update. . 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. Call us for sales enquiries about. Technically, You Have Damaged Openreach’s Infrastructure. 22-02-2020 1:48 PM. If after the master socket then it is your responsibility and would be chargeable if an Openreach engineer did it (entirely down to their report on the fault). Option 2 for information on manholes and telegraph uk poles Option 3 to report an Openreach. Openreach are taking sky for mugs and its the paying customer that goes without service. If you can prove a fault they have to fix or compansate. So PN released me. Fault response within 24 hours; £3. Change your wireless channel - TalkTalk Help & Support Karl. Thanks Karl. All I have managed to find out is that it is an underground fault and Openreach have routed the fibre to the wrong place. 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. What is an earth fault and how long does it take to repair? Anybody in the Kilwinning North Ayrshire area having the same problems. This charge is for the call out and not to reinstate your own wiring. The best case scenario is that you agree on a course of action. Visit Charge £130 Standard. £8. Line Down-Very Poor response from Openreach. Bank Holidays) Having trouble with broadband or phone in your new-build home? Here are some things you can try. Openreach, which is effectively responsible for maintaining BT ’s. It took us minimum of 1hr on the business one for them to actually agree to fix it (the router died 6 months in). . I am having problems working out where Openreach responsibility lies for a phone line. Delayed repair following loss of service: Their service has stopped working and it is not fully fixed after two full working days. 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. Get in touch if you'd like us to call. . Your hub is connected to the ONT and traffic is flowing between the two. 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. So bascially I took a. | 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. Broadband quality monitoring. There may be a £85 charge if we send out an engineer to fix a fault or make an improvement, but it's free of charge if the problem is with our network outside the boundary of your premises. . 12th: I call the care, go through multiple levels. I have been in contact with BT numerous times to try and get this fixed. I've turned off optimisation for the WiFi, can you try changing the WiFi channel to see if this gives better performance. If you're having a problem with your phone equipment, there are a few simple checks you can do to try to find out what's wrong. Don’t worry. It works by enabling CPs to operate their own network electronics on top of a managed connection which Openreach can monitor 24/7 and provide rapid response and repair times over. Now I'm struggling with BT and BT Openreach and currently have an on going eight page word document with the many things hey have done wrong and could really do with your advice. 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. I'll cross everything here hoping that BT bring a swift resolution for you. £9. IMG_20231001_161959. 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. This has been passed internally within Openreach for their 2nd stage teams, so the fault case is still o. Available 24/7. 5 days to fix a fault seems excessive Hi beckyh81 Sorry for the delay. The contract with openreach is held by your ISP. The reason BT Openreach is special is. 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. Follow our simple step-by-step instructions to get your problem sorted. Change your wireless channel - TalkTalk Help & Support Karl. The fault has now been reported and an engineer visit is 8n place for next Tuesday. Technically, You Have Damaged Openreach’s Infrastructure. 8. . 0800 671 045. Hi everyone. Lol just had a text from sky saying problem has now been fixed. Openreach fix times v British Gas. . I had a fault on my line. So if a fault is reported to us on a Tuesday, we must fix it by the end. Openreach: Developer Guide 4 1 Home wiring Home buyers expect access to connectivity immediately. 95 per month per line; fault response within 6 hours; £5. No one called. 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. Would anticipate its a network issue on fttp lines andBT Openreach not fixing my fault - daft excuses. My FTTP has been down for 8 days, red LOS light on the ONT. An engineer worked on the exchange 2 days later and cut me off. Openreach Application Support Service Desk Escalation Contacts Level Name Telephone EmailFirst System 0800 085 1287 openreach. We are still working with Openreach for a final fix. The fault has now been reported and an engineer visit is 8n place for next Tuesday. 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. Then call 999 as soon as it’s safe to do that. I think that Openreach is trying to avoid to fix the real issues and trying to ride a dead Donkey so to. View all contacts. 59 next day, Monday to Saturday, excluding Public and Bank. Now future firmware updates are also due to end. If real unlucky, the lead in to your property is borked, and will require replacing. Strange I post on here and 10 minutes later sky message problems fixed Well sky / openreach the problem has not been fixed. Message 13 of 13. 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. We are still without fibre broadband and are relying on a 4G SIM Card with vodafone costing us £30 a month until it's fixed. Green. which should fix banding problems and some other issues with DLM profiles; assuming of course that the original underlying problem has been resolved first. | Read 21,301-21,302 Reviews out of 21,302 Hi Brady All usual tests are clear and the router is in sync at 40mb with no errors. 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. co. If we find a fault outside of your property, we may arrange a separate. 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. They can also contact us to help them fix the issue. Hi beckyh81 I can only apologize for this ongoing issue. Openreach failing to respond or fix fault. 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. 6Mbps, at least we could start using iPlayer and large downloads were not impossible if done overnight. Find useful FAQs to help you if you have a query about a broadband fault. 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. An engineer was booked for Monday morning. Check for loose cables. 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. Hi . Find out more. Ah I see, thanks. Long time reader first time poster. Please see the relevant Customer Service Plan (CSP) for. The following information is a guide for connecting the Openreach network to your home wiring. sicomplaints@openreach. The last note was left on 04/05/2020 indicating that further dig work is required due to the location of the fault. additional flexibility to manage provision and repair workstacks which has been made significantly more. My FTTP has been down for 8 days, red LOS light on the ONT. 4th of November. OK, we'll leave you to it, then. But in return, providers must push FTTP wherever they can. Report after 13. Openreach have requested we review the report on 09/05/2020 as the work is likely to. It hasn't. . Howdy, Stranger! It looks like you're new here. If connector has been damage you may well be charged for the repair. And we can. Thanks to everyone involved in helping me get this sorted. So sorry its from 10th February not working not. 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. You can get an application form by calling: 0800 800 150, free of charge, 24 hours a day. Have you been phoning the FTTP TEAM 08005874787 as they should be able to understand and help you get openreach out to repair. Delayed repair following a total loss of service . Clear by 23. 2. Openreach Fax. Hi Brady49Q1 Your fibre 35 service is in sync at 37mb and all tests are clear. . If they have to dig up the road, Openreach have to obtain permission from the local authority. 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. Please let us know if you do experience any further issues. | 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. bobblet35 • 15 hr. Mobile costs may vary. At present most consumer broadband packages on. Thanks! The telephone line can be crackly at times but we don't use it much. neither of these fault types are within Openreach’s ability to control. Your booking reference number, your IMEI or your mobile number. Zarjaz. Reply. 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. You then say you have 36Mbps Turn the Openreach fibre modem's power off, then back on and wait five minutes for the Openreach fibre modem to attempt to reconnect. 59 day after next, Monday to Friday, excluding Public and Bank Holidays. Openreach will attempt to fix the fault by working in the network. Sync 71288/12440Kbps @ 600m. Report after 13. By selecting Accept, you are agreeing to our cookies. Delayed repair following loss of service: Your service has stopped working and it is not fully fixed after two full working days. i checked all. Re: Fibre cable connector broken by builders - BT think they can fix remotely. Broadband issues: text HELP to 61998. This may be a wifi issue. FTTC (Fibre To The Cabinet) most likely which means the connection from theOn 4th, an Openreach engineer arrived, looked at the cable and told me it had to be replaced, but he couldn't do it as it needed to be escallated to another team with more equipment. Speak to your trader directly first. This may be a wifi issue. BT has confirmed that Openreach has escalated this to arrange a dig of the pavement to fix. 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. The quickest way to contact Openreach customer support is through the live chat icon, Eiva, on the website. 131 Views. Chatterbox. So sorry its from 10th February not wor. However they told me that there was still a fault with the junction box on the top of the pole which needs to be replaced in order for the fix to be permanent. moving a line to a new DSLAM port) on Fi. 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. A 75-year-old reader moved house in February and has been waiting for a broadband connection ever since. Normally a few times a year OR are out to fix the line despite the fact. It doesn't cut in and out though. i have been waiting a long time for help . It was an external fault which was put down to ‘corrosion’ somewhere on. Try your Broadband out and see what your speed is. They haven't done anything. Post 2 of 2. Openreach: Developer Guide 4 1 Home wiring Home buyers expect access to connectivity immediately. . Repair appointment: 07701407771. 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. wrote: Lol just had a text from sky saying problem has now been fixed. The line monitoring system allows you to track the performance of your broadband connection in terms of latency and packet loss. Priority fault repair. Tested line - No faults, checked DSLAM and changed my connection to new ports. So if a fault is reported to us on a Tuesday, we must fix it by the end of Wednesday. Openreach failing to respond or fix fault. This is a 365-day 24/7 service with the ability to log faults. I'm furious. 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. 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. Or you can call Crimestoppers on 0800 555 111. My service is called Fibre 35, it is not FTTP. Hi Brady49Q1 Your fibre 35 service is in sync at 37mb and all tests are clear. Mortgage free July 2023When the Openreach engineer visits they’ll have a record of which cabinet your line is going through on their phone. even though there have been significant and long lasting impacts on Openreach and. The pavement is even marked with where the dig needs to take place. The majority of network faults, including plenty of major cable breaks, tend to be fixed within. [ link to this post] Hi, BT Openreach were doing work a couple of doors up from me. I guess as we are upgradingOpenreach plan to increase the wholesale price of their strongest maintenance level across almost all of their broadband and phone products (WLR, LLU, SOGEA and FTTC/P) for UK ISPs, although the change will mainly affect ISPs selling business packages with a stronger commitment to fault repairs. Clear by 23. What Makes BT Openreach So Special? There are a few things that make BT Openreach stand out from the competition. Openreach Support Email. | Read 20,621-20,635 Reviews out of 20,635If you can, gather as much information as possible including any vehicle registration numbers. If sky isThe regulator had already imposed requirements on the Openreach subsidiary to provide 90 days' advance notice of any conditional pricing arrangements to be offered to ISPs. Openreach won’t fix our fault. Internet Matters; My Account; Mail; Login NEED SOME HELP? We’re here 24/7. 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. BT has confirmed that Openreach has escalated this to arrange a dig of the pavement to fix. Speak to your trader. He was a young man ,very talkitive,so I asked him how long he worked for bt He informed me that it was. Hi smiddy1968, I've logged this over to our network team for further investigation. Well time has told already - My broadband speed is now dropping away and the crackle is back. If the existing 10mbps isn't working to standard, you could have a faulty line where Openreach would have to attempt to fix. Ah I see, thanks. £9. Finally 2 weeks after moved in I could work from home. Thank you so much Karl!About 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. 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. 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. Sign in or register to get started. At the start of 2018 they followed that by telling Openreach to make sure their ducts were “ready for use” (i. And yes I know phone lines aren't guaranteed to be fault free 24/7-365. Openreach. jpg 441 KB. 5bn of public money it has promised by 2025 to spur investment in rural fibre coverage. Zen are an unbundled network meaning that they own and maintain their lines. You should do a speed test and a ping test, try CMD and ping 8. Either your hub isn’t connected to the ONT or there’s a fault with the FTTP service. 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. A what3words address is being provided in almost half of all calls and a quarter of chats reporting damage to Openreach. My FTTP installation was due to go live 15th July but has been delayed due to an underground fault. Cisco has a new problem: You take too long to implement its products and stop buying more kit. Free from UK landlines. Is your telephone service working OK? Any noise on the line? ChrisJan. time they may be waiting for an installation or repair. They have known about the issue for 3 weeks and have no idea when it will actually get don. Hi, Please can someone help. 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). I was to have fibre installed from Monday and nearly did until the bt engineer arrived to do it. Fixed! Go to the fix. You’ll run the same tests our experts use. If connector has been damage you may well be charged for the repair. Our engineers can help you with anything from installing your services to fixing a fault. Or you can call Crimestoppers on 0800 555 111. 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. Openreach has today unveiled a “major” change to the pricing of their gigabit-capable Fibre-to-the-Premises broadband products, which aims to give UK ISPs not only cheaper services but also “long-term price certainty” through a series of new commitments. 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. Registered: 15-04-2016. 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. . Report a fault to fix a problem. Openreach is working to restore internet to homes in Torquay after a BMW crashed into a broadband box. First, TalkTalk don't throttle, so whatever your issue is, it isn't that. If Open Reach have an open case to resolve and will come out and fix it,Once you’ve made us aware of your loss of service, we’ll have two working days to try and fix the problem. 2. Hi Brady All usual tests are clear and the router is in sync at 40mb with no errors. 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. TalkTalk have been telling me that an OpenReach engineer is on the way but nothing happens. Guess what It has not been fixed phone line still dead. Message 1 of 9 (448 Views) Reply. 10 This performance is particularly important across the following services provided by Openreach: a) Repairing faults – when a fault originates in Openreach’s fixed access network, retailThe fault has now been reported and an engineer visit is 8n place for next Tuesday. TalkTalk have been telling me that an OpenReach engineer is on the way but nothing happens. 59 next day, seven days a week, including Public and Bank Holiday. the people affected need to keep reporting a fault to their respective ISPs and hopefully with the constant reported problems openreach may do something about the connection. 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. 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. 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. 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. Change your wireless channel - TalkTalk Help & Support Karl. 8. Re: Fibre cable connector broken by builders - BT think they can fix remotely. I chased up with BT a few days later and they said another team was due to fix it but they couldn't say when. 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. Openreach response to service-related questions in Ofcom’s consultation documents 7 NON-CONFIDENTIAL VERSION 1. Fix 12-12-2020 1:47 PM. Some ISPs weren’t particularly pleased. 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. 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. Ignore what the. Speed dropped to 48Mbps. g. Ask for the leaflet quoting document number "PHME 87180". At a guess, back in service by Thursday or Friday. 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. 95 per month per line; fault response within 6 hours; £5. I approached the Opeanreach employee at the other house. When you order a fibre service for the first time, Openreach assigns a port to you. (no dial tone) and Sky sent Openreach out to fix it. 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. 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. Nte swap will take five minutes. Reported to BT who tested it and found a problem on the line. Guess what It has not been fixed phone line still dead. Crime and scams. e. Mobile costs may vary. I've now been asked to take a 3rd day's vacation tomorrow for them to confirm the fix. OK, your post is a wee bit confusing. By selecting Accept, you are agreeing to our cookies. Openreach’s performance is therefore critical to ensuring end customers do not receive poor quality broadband services. 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. If real unlucky, the lead in to your property is borked, and will require replacing. But every time I call they say it will be a week later, with. Nothing happened until 11th when BT simply closed the. If the existing 10mbps isn't working to standard, you could have a faulty line where Openreach would have to attempt to fix. After two months ofIt is normally 3-5 working days but if a road has to be dug up then Openreach has to get permission from the local council and this is where theFor example, a 150 Mbps FTTP service will deliver an average speed of 150 Mbps wherever you are located. Hi, Please can someone help. Yes I know we are customers here but sky also monitor the postings. Re: 2 MONTHS and counting to fix an Openreach connection issue. 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. 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. 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. BT Openreach are responsible for the phone line up to – and including. (committed) Sun 02-Sep-12 08:48:34. Initially I was told the fault was external and would be fixed on Christmas Eve, then I was told that the. .