Check out the options available from Openreach below: These levels are defined by the response times of Openreach engineers to reported faults. Regards, Karl. How to deal with poor workmanship. BTnet fault reporting from BT Business. Free from UK landlines. 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. 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. If you're eligible, you can also contact us to ask for the application form. 8 r-500 that's Google's DNS. 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. My theory is that Openreach does not want to bothered fixing copper, something that will go away as FTTP arrives. Hence 10 minutes after posting here I got a text from sky. Fix times. Openreach Fault – No Broadband for Weeks in Parts of Lowestoft. Delayed repair following a total loss of service 2. 24 per missed. additional flexibility to manage provision and repair workstacks which has been made significantly more. i have been waiting a long time for help . Appointments are available between 7am-6pm Monday to Saturday. The fibre cabinet is approx 400 metres fro. Sometimes like has happened to the. Strange I post on here and 10 minutes later sky message problems fixed Well sky / openreach the problem has not been fixed. 8. 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. 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. | Read 121-140 Reviews out of 5,493 Phone line went down late Saturday. Thanks Karl. Have you been phoning the FTTP TEAM 08005874787 as they should be able to understand and help you get openreach out to repair. And said their was a fault with the line, and it required a different engineer to fix. He will mark up for the maintenance dig. Flashing green. . 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. Clear by 23. Cost of Parts £--- Unknown Until Fault Fixed! Hourly Rate £104 up to and including any part of any hour. jpg 396 KB. If they find faults, fix them but advise the ISP there is no fault. 33 for each calendar day that the service is not. 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). Level 4 Clear. Fix 12-12-2020 1:47 PM. . 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. Available 24/7. Proud member of the wokerati, though I don't eat tofu. Guess what It has not been fixed phone line still dead. | 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. 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. . End users are not. Phone or broadband problems? Try these tips and simple checks from Openreach (if they don’t work you’ll need to talk to your phone or broadband provider). Solar PV 5. Visit Charge £130 Standard. Hi Brady All usual tests are clear and the router is in sync at 40mb with no errors. 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. Sync 71288/12440Kbps @ 600m. Fix a problem. 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:. If you're eligible, you can also contact us to ask for the application form. 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. Post 2 of 2. 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. Re: 2 MONTHS and counting to fix an Openreach connection issue. You can't contact Openreach directly. How long should it take to fix a fault? There are different guarantees depending on your broadband service level. My connection to my Sony smart TV is on wifi. Fix broadband problems in my new home. We are still working with Openreach for a final fix. Openreach Fax. It was an external fault which was put down to ‘corrosion’ somewhere on. Line Down-Very Poor response from Openreach. Reply. Openreach failing to respond or fix fault. service. 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. Clear by 23. My connection to my Sony smart TV is on wifi. 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). So sorry its from 10th February not wor. wfh won't prioritise the repair. For Governmental guidance, check out PAS: 2016 Next Generation Access for new Build. 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. 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. Howdy, Stranger! It looks like you're new here. The official line is that you must call in Openreach to fix it. . I'm furious. . This may be a wifi issue. There's an incentive for Openreach not to find faults. 1Mb to 1. Download is approx 35Mbps (OK fo. BT has confirmed that Openreach has escalated this to arrange a dig of the pavement to fix. Any faults related to your main phone. chris6273. 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 same day. Give your provider reasonable time to fix the problem. 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. I am now on my 6th or 7th Openreach engineer as none of them can fix the issue. Edited by. At present Openreach is already on-target to. PORT1-PORT4. Thanks for your post @Joebananas. Openreach, which is effectively responsible for maintaining BT ’s. Checking the Router Settings. Check that the thin white fibre optic cable coming into your Openreach fibre modem is inserted and not damaged. They located a fault out to the line and went directly to this. 3. 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. You should do a speed test and a ping test, try CMD and ping 8. It is with their Civils department as it requires a dig in the pavement. 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. Ask for the leaflet quoting document number "PHME 87180". 131 Views. Well time has told already - My broadband speed is now dropping away and the crackle is back. They have identified that further work is required to repair the fault. No one called. So sorry its from 10th February not wor. Initially I was told the fault was external and would be fixed on Christmas Eve, then I was told that the. 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. 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. Change your wireless channel - TalkTalk Help & Support Karl. @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. An. . And your postcode. Re: Fibre cable connector broken by builders - BT think they can fix remotely. 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. Phone or broadband problems? Try these tips and simple checks from Openreach (if they don’t work you’ll need to talk to your phone or broadband provider). Unhappy with Openreach work? Contact us. Find out more. Openreach had to dig up our pavement again to get at the fault. Contractors come dig the hole, an engineer comes and remakes the joint. TelephoneFaults. wrote: Absolutely, yes. 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). Did the engineer arrive? Your fault ticket has not updated just yet. Visit Charge £130 Standard. Off. It's not. Registered: 15-04-2016. 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. Appointments are available between 7am-6pm Monday to Saturday. IMG_20231001_161959. If you report a fault on a Monday, you'll get £9. 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. He will mark up for the maintenance dig. The reviews are not that accurate. What is an earth fault and how long does it take to repair? Anybody in the Kilwinning North Ayrshire area having the same problems. BT engineer has installed. TelephoneFaults. People complain about Openreach majority of the time when in actual fact, its the service provider who has messed up. 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 . Delays shouldn't take months. 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. OK, your post is a wee bit confusing. 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. 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). Massive mistake. Broadband issues: text HELP to 61998. 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. 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. Working hours: Mon-Fri, 09:00-17:00 (exc. Depending on what is actually faulty will determine how long to repair it. On (any) Ethernet connection is normal between Openreach fibre modem and Hub (Port 1 is where engineer will install). Hi Brady49Q1 Your fibre 35 service is in sync at 37mb and all tests are clear. OpenReach came out again yesterday and of course didn't know anything about the previous investigation. Did the engineer arrive? Your fault ticket has not updated just yet. compensation will be due if you experience a total loss of service which isn’t fixed by 11. The customers service has been restored 2 days ago via a temp solution, using a nearby electric pole. 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. If connector has been damage you may well be charged for the repair. He told her that there was a utility strike on our line, somewhere in the footpath opposite our house. It doesn't cut in and out though. 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. 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%. This may be a wifi issue. I am having problems working out where Openreach responsibility lies for a phone line. Guess what It has not been fixed phone line still dead. I've just done all the speed tests I can and its reporting 51 mbps down/ 20 up. 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). 2kWp system, SE facing, >1% shading, installed March 2019. co. 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. 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. This may save you from calling us or paying for an engineer to come out. Level 1. Not Available. 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. I would second that. e. which should fix banding problems and some other issues with DLM profiles; assuming of course that the original underlying problem has been resolved first. The wiring you install will be pivotal to their experience. Off. 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. 59 next day, seven days a week, including Public and Bank Holiday. . I'm hoping somebody might be able to give me some advice on next steps, or if anyone can help put this in front of the right person at Openreach even better. 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. 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. A what3words address is being provided in almost half of all calls and a quarter of chats reporting damage to Openreach. The pavement is even marked with where the dig needs to take place. Nte swap will take five minutes. TalkTalk have been telling me that an OpenReach engineer is on the way but nothing happens. It has been flagged with sky customer services and upgraded to an official complaint with them. 1 Demand - Repair 18. still waiting for an update from Openreach. 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. Openreach won’t fix our fault. Mark as New; Bookmark; Subscribe. 15 per missed. Do you agree with Openreach's 4-star rating? Check out what 20,548 people have written so far, and share your own experience. That. 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. 5bn of public money it has promised by 2025 to spur investment in rural fibre coverage. Ignore what the. 5. Available 24/7. 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. 33 for the missed activation day (Wednesday), and another £9. BMW crash takes out the internet at The Willows. 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. (“Wait a minute! You said “don’t worry” – now you are trying to panic me!”) Not so. 2kWp system, SE facing, >1% shading, installed March 2019. 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. we'll pay you £9. 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. You can get an application form by calling: 0800 800 150, free of charge, 24 hours a day. 4th of November. 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. additional flexibility to manage provision and repair workstacks which has been made significantly more. no phone no broadband. Depending on the kit status lights and reset details. 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. even though there have been significant and long lasting impacts on Openreach and. Mind you it was worth it in the end, speed rose to 3. 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. 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. My FTTP has been down for 8 days, red LOS light on the ONT. Thanks for getting back to me I've booked the engineer visit and I've updated the ticket 220635700 with the appointment details. If we find a fault outside of your property, we may arrange a separate. For example. Start a broadband monitor nowFix problems with your landline or Digital Voice service or report damage to outside BT equipment. 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. chris6273. Normally a few times a year OR are out to fix the line despite the fact. Between now and July 1, 2015, engineers must fix 70 per cent of fault repairs within one to two working days of notification — instead of less than two-thirds today. Openreach support have logged the fault and there is nothing for anyone at Plusnet to do, their contractor mucked it up and they will fix it OK, if I also log a 'fault' it. Our engineers can help you with anything from installing your services to fixing a fault. The collision happened on Monday, April 5. Fault response within 24 hours; £3. (committed) Sun 02-Sep-12 08:48:34. 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. 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. Click here to start your speed testI'm afraid you lost me with some of the acronyms there. Some can take minutes, some can take weeks. May 2, 2023. 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. they’ve declared that the fault is external and called upon BT Openreach to fix the. After this, we’ll compensate you £9. Openreach will attempt to fix the fault by working in the network. £9. The services run 8am to 9pm from Monday to Friday and 8am to 8pm on weekends and bank holidays. The fibre cabinet is approx 400 metres fro. I took a 1Gig Openreach FTTP package from a local alt-net earlier this year and it went. You’ll run the same tests our experts use. sicomplaints@openreach. 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. First, TalkTalk don't throttle, so whatever your issue is, it isn't that. I'm also surprised that the fault is being treated. PN have just passed this back to Openreach as the PN op confirmed that the line quality was very poor. 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. Get help to fix your dropping broadband connection. If the existing 10mbps isn't working to standard, you could have a faulty line where Openreach would have to attempt to fix. Sign in or register to get started. 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. Each telephone call ends the same. I've had a 'throttled' broadband service for 2 months now. Chatterbox. 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. . 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. 0 Thanks All forum topics; Previous Topic; Next Topic;. I've turned off optimisation for the WiFi, can you try changing the WiFi channel to see if this gives better performance. 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. Why do ISP's have to pay openreach to fix faults? Surely that's all covered in line rental etc. NOTE: I only provide help on the forums and NOT via PM. 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. (committed) Sun 02-Sep-12 08:48:34. Openreach - how long to fix a fault. gin123 Posts: 4 Newbie. openreach fault tracker; openreach fault trackerreptile and amphibian merit badge powerpoint. It is likely that the Openreach Engineer will disconnect your extensions to get the line working and raise a charge. This is a 365-day 24/7 service with the ability to log faults. e. Not that long ago I found a pressure fault in a 1200pr plugs expanding! They used them on lead to poly joints. 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 are well known for not up. Guess what It has not been fixed phone line still dead. You can also look at our superfast and ultrafast homeowner guides which have advice on some simple checks you can do. this problem only occured when i had his stairlift removed. To cut a long story short the internal wiring all seemed fine but I noticed that any unconnected additional extension point (e. I had a fault on my line. 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. Of course I'd have preferred to stay, why would we firstly join you and then actually renew our contracts. Reply. Hi smiddy1968, I've logged this over to our network team for further investigation. Do you agree with Openreach's 4-star rating? Check out what 20,548 people have written so far, and share your own experience. Openreach Phone Number 2. Openreach. 26th August. Speak to your trader directly first. 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. He denied. i checked all. 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. 8. Openreach fix times v British Gas. . 59 day after next, Monday to Friday, excluding Public and Bank Holidays. The following information is a guide for connecting the Openreach network to your home wiring. If you can prove a fault they have to fix or compansate. Report after 13. Crime and scams. We've had the first line support openreach engineer come out and assess the state of our line after having issues with. Each telephone call ends the same. I've had a 'throttled' broadband service for 2 months now. compensation will be due if you experience a total loss of service which isn’t fixed by 11. 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. At present most consumer broadband packages on. 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. Delayed repair following loss of service: Your service has stopped working and it is not fully fixed after two full working days. Restart your Openreach modem to fix connection problems. They’re an independent charity that gives people the power to speak up to stop crime 100 per cent anonymously. Not Available. LoL; 35Mbs and the OP thinks they're being throttled and still on ADSL. I'm sorry for the problems you're experiencing with your service. Then call 999 as soon as it’s safe to do that. 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. 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. So bascially I took a. 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. 33 per day starting from the third day until the day we restore your service, providing the. 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. 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. wrote: Yes account holder. Are you seeing slow speeds over WiFi ? Thanks Karl. 95 per month per line; fault response within 6 hours; £5. Hence 10 minutes after posting here I got a text from sky. 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.