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. First, TalkTalk don't throttle, so whatever your issue is, it isn't that. This may be a wifi issue. Or you can call Crimestoppers on 0800 555 111. 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. time they may be waiting for an installation or repair. Check for loose cables. Start a broadband monitor nowFix problems with your landline or Digital Voice service or report damage to outside BT equipment. The quickest way to contact Openreach customer support is through the live chat icon, Eiva, on the website. Openreach: Developer Guide 4 1 Home wiring Home buyers expect access to connectivity immediately. 15 per missed. IMG_20231001_161959. 3. Call us for sales enquiries about. My reading of the situation is that this is an unfortunate side-effect of Ofcom taking a much closer interest in theHi. Then call 999 as soon as it’s safe to do that. Possible Openreach MK2 fault 3 weeks ago Mark as New; Bookmark; Subscribe; Subscribe to RSS Feed; Highlight;Run tests to look for a fault and get a fix in less than 5 minutes Book an engineer visit for major faults Restart your router and get a call back if you're still having problemsAbout 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. I took a 1Gig Openreach FTTP package from a local alt-net earlier this year and it went. Change your wireless channel - TalkTalk Help & Support Karl. 20th August - Sky inform me that Openreach have ran into a delay and it won't be done until 24th August 24th August Do you agree with Openreach's 4-star rating? Check out what 21,571 people have written so far, and share your own experience. 22-02-2020 1:48 PM. Check the LOS light indicator. Please see the relevant Customer Service Plan (CSP) for. My reading of the situation is that this is an unfortunate side-effect of Ofcom taking a much closer interest in theMy wife didn't see anyone come out but at this point that doesn't matter. 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). Check out the options available from Openreach below: These levels are defined by the response times of Openreach engineers to reported faults. Ah I see, thanks. Hi . 30. Hi smiddy1968, I've logged this over to our network team for further investigation. Restart your Openreach modem to fix connection problems. I got myself connected to TalkTalk fibre on 15 Aug. Click here to start your speed testI'm afraid you lost me with some of the acronyms there. He said our service would be slow and in. Off. 2. My FTTP installation was due to go live 15th July but has been delayed due to an underground fault. Re: Fibre cable connector broken by builders - BT think they can fix remotely. The customers service has been restored 2 days ago via a temp solution, using a nearby electric pole. 66 – so £9. | 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. compensation will be due if you experience a total loss of service which isn’t fixed by 11. You should do a speed test and a ping test, try CMD and ping 8. Hold this in place for about 10 - 15 seconds, until all lights on the front of your ONT go off. 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. If connector has been damage you may well be charged for the repair. Next week I am moving into a house that burned down a few years ago and has now been rebuilt. 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. FTTC (Fibre To The Cabinet) most likely which means the connection from the On 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. Hi Brady49Q1 Your fibre 35 service is in sync at 37mb and all tests are clear. How long should BT. 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. repairing faults or relieving congested sections), delivered better rentals, improved information sharing (e. 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. Reply. Finally 2 weeks after moved in I could work from home. Massive mistake. This may be a wifi issue. . 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. . If someone has helped give them Like. 8. I appreciate that PN are entirely in the hands of OR onUpdate-- Open Reach engineer was scheduled to come out today 8am-1pm but has yet to turn up. Report post. I think that Openreach is trying to avoid to fix the real issues and trying to ride a dead Donkey so to say. How long should it take to fix a fault? There are different guarantees depending on your broadband service level. Contractors come dig the hole, an engineer comes and remakes the joint. Check that the thin white fibre optic cable coming into your Openreach fibre modem is inserted and not damaged. Zarjaz. Green. Re: 2 MONTHS and counting to fix an Openreach connection issue. So bascially I took a. 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. And said their was a fault with the line, and it required a different engineer to fix. He said it would all be up and running in 48 hours. Change your wireless channel - TalkTalk Help & Support Karl. Fingers crossed we can get this issue closed down today. They have known about the issue for 3 weeks and have no idea when it will actually get don. 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. this problem only occured when i had his stairlift removed. @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. The reason BT Openreach is special is. I lost my dial tone and my ADSL2+ sync rate halved (which I believe means that one leg of the line has been disconnected). It's not. PN have just passed this back to Openreach as the PN op confirmed that the line quality was very poor. Green. You can't contact Openreach directly. I have raised another fault today. . 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. jpg 441 KB. 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 . Full Fibre (Fibre to the Home): Check your wiring and set-up. i contacted talktalk but they have failed to help solve this problem. 33 per day starting from the third day until the day we restore your service, providing the. At present most consumer broadband packages on. but in future you should report the fault to your ISP and they must engage an Openreach engineer to fix the problem. You’ll run the same tests our experts use. 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. 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. Find out when to get in touch Report. 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. Many problems can be resolved by 'power cycling' your Openreach. The fault has now been reported and an engineer visit is 8n place for next Tuesday. TelephoneFaults. Total Cost: +Vat Depending On how Long it takes and what parts are used Min Visit Charge £130. 33 for the full day you had. The company employs 37,000 people. UK regulator Ofcom has issued rules that would require the firm to repair faults within two working days. 59 day after next, Monday to Friday, excluding Public and Bank Holidays. £8. So long story short, BT disconnected the house I moved put of, then reconnected it. 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. All I have managed to find out is that it is an underground fault and Openreach have routed the fibre to the wrong place. Openreach had to dig up our pavement again to get at the fault. The contract with openreach is held by your ISP. Re: Does openreach have a preemptive fault prevention progra [ re: Andrue ] [ link to this post ] No, but they have mountains of data where individual faults are located and cleared, and will direct work to repair/replace nodes/joints/ cables etcAnd don't forget that Sky Broadband is a cheaper end system and anyone relying on broadband due to wfh should have a plan B in place for this very scenario. 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. For example, a 150 Mbps FTTP service will deliver an average speed of 150 Mbps wherever you are located. Report a fault to fix a problem. You then say you have 36MbpsAll, 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 exchange is St Annes (Lancsashire)Simply get a pin, unfolded paper clip or a SIM card removal tool and press the reset button on the side of your ONT. mine) with the neighbour’s line and then ran for the hills. Registered: 15-04-2016. I'm sorry for the problems you're experiencing with your service. Guess what It has not been fixed phone line still dead. For example, report Tuesday, clear Thursday. A 75-year-old reader moved house in February and has been waiting for a broadband connection ever since. So sorry its from 10th February not wor. Not that long ago I found a pressure fault in a 1200pr plugs expanding! They used them on lead to poly joints. Clear by 23. 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. I had a fault on my line. 12th: I call the care, go through multiple levels. He will mark up for the maintenance dig. Each telephone call ends the same. It's their responsibility to do anything necessary to fix the problem. . Did the engineer arrive? Your fault ticket has not updated just yet. They can also contact us to help them fix the issue. 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. It is with their Civils department as it requires a dig in the pavement. 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. neither of these fault types are within Openreach’s ability to control. It has been flagged with sky customer services and upgraded to an official complaint with them. Openreach will attempt to fix the fault by working in the network. Supposed to have my Internet and phone connected on Tuesday the 1st of November. 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. 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. We have had no broadband for over4 weeks now. 33 for the missed activation day (Wednesday). BT has confirmed that Openreach has escalated this to arrange a dig of the pavement to fix. 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. If you have found this solution helpful please tick this as the answer. You can't contact Openreach directly. some time while a business line comes with various SLA's depending on the service level taken up detailing exactly how long BT have to fix a. Sky on fttp do the same so one isp may not have faults whilst anotherIf FTTP follows the same principle as FTTC on copper, then I'd have expected a repair on Saturday under the "1-day M-Sat" service at minimum. Reply. Openreach: Developer Guide 4 1 Home wiring Home buyers expect access to connectivity immediately. 33 for each calendar day that the service is not. Saying he will be fixing the cabling today. PN have just passed this back to Openreach as the PN op confirmed that the line quality was very poor. One of the sockets was a master. Checked local council website they have no application for any road works Tobe carried out on the road upto 23rd March. compensation will be due if you experience a total loss of service which isn’t fixed by 11. 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. Working hours: Mon-Fri, 09:00-17:00 (exc. 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. Try your Broadband out and see what your speed is. My service is called Fibre 35, it is not FTTP. Here for You –. Did the engineer arrive? Your fault ticket has not updated just yet. 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. i do rely on a landline as im 69 in fraile heatlth since my husband died in febuary. Thanks for your post @Joebananas. I have the name and number of the Openreach engineer who came to look and tried to get this fixed. When you order a fibre service for the first time, Openreach assigns a port to you. Hope you're back up and running soon. 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. Ah I see, thanks. 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. If you just wanted to vent you've done it without messing up aI placed an order for FTTP back in early September. 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. 59 day after next, Monday to Friday, excluding Public and Bank Holidays. BTnet fault reporting from BT Business. 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. Openreach Repair Telephone Faults Cost Example: Updated 01/04/13. 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. 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. Delayed repair following loss of service: Their service has stopped working and it is not fully fixed after two full working days. We have had no broadband for over4 weeks now. Give your provider reasonable time to fix the problem. Openreach Support Email. 59 next day, seven days a week, including Public and Bank Holiday. 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. The collision happened on Monday, April 5. You can get an application form by calling: 0800 800 150, free of charge, 24 hours a day. 5 days to fix a fault seems excessive Hi beckyh81 Sorry for the delay. Whilst a fault on dark fibre could take days to discover and repair, Openreach will guarantee an industry-leading five hour repair time on OSA Filter. 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. I would second that. If the existing 10mbps isn't working to standard, you could have a faulty line where Openreach would have to attempt to fix. Delayed repair following loss of service: Your service has stopped working and it is not fully fixed after two full working days. . My connection to my Sony smart TV is on wifi. TalkTalk have been telling me that an OpenReach engineer is on the way but nothing happens. There are now no clean pairs available and there are repetitive call-outs to fix problems. Hi, No the engineer did not show up. First, TalkTalk don't throttle, so whatever your issue is, it isn't that. The following information is a guide for connecting the Openreach network to your home wiring. PORT1-PORT4. 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. The target for service maintenance level 2 is for us to fix a fault by 23:59 the working day after a communications provider reports it to us (Monday to Saturday, not including public and bank holidays). Available 24/7. The first two said that the Openreach ticket was still in progress and promised to call me back within 30 minutes with an update on why it was taking so long. Contractors come dig the hole, an engineer comes and remakes the joint. I had a fault on my line. Of course I'd have preferred to stay, why would we firstly join you and then actually renew our contracts. Delayed repair following a total loss of service 2. I have been in contact with BT numerous times to try and get this fixed. And your postcode. You can contact Openreach to report damage to our network or raise any health & safety problems, such as: damaged underground cables (often caused by mechanical diggers. The engineer turned up just before 08:30am on Monday and as is usually the case with engineers, was a polite, friendly, and knowledgable chap. 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. 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. Visit Charge £130 Standard. 8. . People complain about Openreach majority of the time when in actual fact, its the service provider who has messed up. You should do a speed test and a ping test, try CMD and ping 8. There’s probably water in the underground lines. Openreach, which is effectively responsible for maintaining BT ’s. Nte swap will take five minutes. 26th August. I am having problems working out where Openreach responsibility lies for a phone line. Mobile costs may vary. Here for You –. LoL; 35Mbs and the OP thinks they're being throttled and still on ADSL. 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. LoL; 35Mbs and the OP thinks they're being throttled and still on ADSL. Checking the Router Settings. Download is approx 35Mbps (OK fo. 24 per missed. Initially I was told the fault was external and would be fixed on Christmas Eve, then I was told that the. 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. An engineer was booked for Monday morning. . Are you seeing slow speeds over WiFi ? Thanks Karl. Can anyone at Plusnet confirm that Openreach have got a "job card" to repair our line and when it's likely to be done. Talk Talk did exactly the same to me in 2017. 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 parking) and tell you roughly when they’ll be there (within the timeslot your broadband or phone provider gave you). Openreach - how long to fix a fault. jpg 396 KB. Option 2 for information on manholes and telegraph uk poles Option 3 to report an Openreach. My theory is that Openreach does not want to bothered fixing copper, something that will go away as FTTP arrives. Technically, You Have Damaged Openreach’s Infrastructure. e. . Report after 13. Fix 12-12-2020 1:47 PM. 0 Likes. Regards, Karl. Guess what It has not been fixed phone line still dead. Report post. 13th: An engineer supposedly shows up again and never contacts me. Line Down-Very Poor response from Openreach. If real unlucky, the lead in to your property is borked, and will require replacing. (no dial tone) and Sky sent Openreach out to fix it. 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. Do you agree with Openreach's 4-star rating? Check out what 20,548 people have written so far, and share your own experience. g. 5. 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. The pavement is even marked with where the dig needs to take place. We'll charge you if the Openreach engineer was unable to find a fault with your service or the fault was found to be related to a condition in your property or garden. I can now video stream. At present Openreach is already on-target to. Hence 10 minutes after posting here I got a text from sky. 365 days a year. That's £9. Fault response within 24 hours; £3. BT engineer has installed. Fix broadband problems in my new home. You should as a very rough guide get between 25Mb and 70Mb. At present, Openreach’s full fibre rollout. TalkTalk have been telling me that an OpenReach engineer is on the way but nothing happens. Test your broadband speed with the UK's most accurate broadband speed testing tool. Level 1. ago. 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. Or you can call Crimestoppers on 0800 555 111. 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. Strange I post on here and 10 minutes later sky message problems fixed Well sky / openreach the problem has not been fixed. Hi beckyh81 I can only apologize for this ongoing issue. If you're eligible, you can also contact us to ask for the application form. It doesn't cut in and out though. Give your provider reasonable time to fix the problem. Appointments are available between 7am-6pm Monday to Saturday. . 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. An Openreach engineer visited on the 2nd day and said the fault was between the pole and the exchange. Run a broadband speed test. 6 Appended to Volume 7 of the WFTMR. 2kWp system, SE facing, >1% shading, installed March 2019. I've had a 'throttled' broadband service for 2 months now. 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:. Openreach won’t fix our fault. NOTE: I only provide help on the forums and NOT via PM. 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. I'm sorry for the problems you're experiencing with your service. Message 1 of 9 (448 Views) Reply. 59 same day. 3 Demand 1. Then call 999 as soon as it’s safe to do that. 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. Openreach Fax. 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. 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. 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. So if a fault is reported to us on a Tuesday, we must fix it by the end of Wednesday. DebbieThanks Gandalf for taking a personal interest and I look forward to your update on the 28th. Are you seeing slow speeds over WiFi ? Thanks Karl. Delays shouldn't take months. 9 million telephone poles and junction boxes across the UK. . Bank Holidays) Engineer Visit Hours (Basic care): Mon-Fri, 08:00-18:00 (exc. Post 2 of 2. Before you start the conversation, be clear in your own mind what the problem is - and how you’d like it resolved. 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. . Free from UK landlines. For Governmental guidance, check out PAS: 2016 Next Generation Access for new Build. 95 per month per line; fault response within 6 hours; £5. . After a few visits I got an switched on Openreach engineer who checked each section of the line. | 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. Don’t worry. Our engineers can help you with anything from installing your services to fixing a fault. He will mark up for the maintenance dig. You'll be charged if the problem is caused by things like: 1. Sky sent out an engineer and they texted to say it's fixed. i have been waiting a long time for help . Broadband and wi-fi. If they find faults, fix them but advise the ISP there is no fault. BT has confirmed that Openreach has escalated this to arrange a dig of the pavement to fix. 6Mbps, at least we could start using iPlayer and large downloads were not impossible if done overnight. Your booking reference number, your IMEI or your mobile number. Strange I post on here and 10 minutes later sky message problems fixed Well sky / openreach the problem has not been fixed. My service is called Fibre 35, it is not FTTP. There is no need to contact Openreach directly, Indeed this might interfere with getting the problem fixed. Bank Holidays) Having trouble with broadband or phone in your new-build home? Here are some things you can try. 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. The. Delayed repair following a total loss of service . 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. Connection - AAISP Home::1 80/20. Repair appointment: 07701407771. Your main socket, due to damage you've caused. He was a young man ,very talkitive,so I asked him how long he worked for bt He informed me that it was. Download is approx 35Mbps (OK fo. 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. 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. 00, clear by 23. you back about a sales enquiry. Delayed repair following a total loss of service .