Click here to start your speed testI'm afraid you lost me with some of the acronyms there. I just need to make this absolutely clear. 59 next day, Monday to Saturday, excluding Public and Bank. Do you agree with Openreach's 4-star rating? Check out what 20,548 people have written so far, and share your own experience. Thanks for your post @Joebananas. Hi Brady All usual tests are clear and the router is in sync at 40mb with no errors. Call us for sales enquiries about. If you're eligible, you can also contact us to ask for the application form. When you order a fibre service for the first time, Openreach assigns a port to you. 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. 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. 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. First, TalkTalk don't throttle, so whatever your issue is, it isn't that. Option 2 for information on manholes and telegraph uk poles Option 3 to report an Openreach. Message 7 of 7. For example, report Tuesday, clear Thursday. 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). 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). 8 r-500 that's Google's DNS. £8. Solar PV 5. My Home phone line was not in use for a couple of year we were using MIFI Device. Working hours: Mon-Fri, 09:00-17:00 (exc. (“Wait a minute! You said “don’t worry” – now you are trying to panic me!”) Not so. Customers waiting for a new line to be installed must. Any faults related to your main phone. wrote: wrote: that's one of the questions I asked Openreach and they refused to answer, so thanks very much. Or you can call Crimestoppers on 0800 555 111. If they cannot fix externally, they will go to the premises, ask the 3 safety questions. Massive mistake. Sometimes like has happened to the. At a guess, back in service by Thursday or Friday. Mind you it was worth it in the end, speed rose to 3. Problem Identified by Openreach, What's Next? imantle. I just need to make this absolutely clear. But every time I call they say it will be a week later, with conflicting. 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. 14-10-2017 10:40 AM. 00, clear by 23. 0800 023 2023. compensation will be due if you experience a total loss of service which isn’t fixed by 11. We've had the first line support openreach engineer come out and assess the state of our line after having issues with our hlme connection. 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. 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. Unhappy with Openreach work? Contact us. The reason BT Openreach is special is. . . 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. 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. 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. 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. At the start of 2018 they followed that by telling Openreach to make sure their ducts were “ready for use” (i. Broadband and wi-fi. He denied. And yes I know phone lines aren't guaranteed to be fault free 24/7-365. Level 4 Clear. Are you seeing slow speeds over WiFi ? Thanks Karl. But every time I call they say it will be a week later, with. Hi smiddy1968, I've logged this over to our network team for further investigation. The reviews are not that accurate. 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 they find faults, fix them but advise the ISP there is no fault. Openreach Fax. Clear by 23. He will mark up for the maintenance dig. This has been passed internally within Openreach for their 2nd stage teams, so the fault case is still open with Openreach. They haven't done anything. Hi beckyh81 I can only apologize for this ongoing issue. So sorry its from 10th February not wor. . Engineer came out. Turn the Openreach fibre modem's power off, then back on and wait 5 minutes for the Openreach fibre modem to attempt to reconnect. Long time reader first time poster. To cut a long story short the internal wiring all seemed fine but I noticed that any unconnected additional extension point (e. by . Fix 12-12-2020 1:47 PM. 59 same day. Any fault reported after 13:00 will be cleared by 13:00 the next working day. digital. Zarjaz. Hi . 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. 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. Get help to fix your dropping broadband connection. bobblet35 • 15 hr. It is with their Civils department as it requires a dig in the pavement. I'm sorry for the problems you're experiencing with your service. 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. Release the button and wait around 30 seconds for your ONT to boot back up. bobblet35 • 15 hr. One of the sockets was a master. 131 Views. My connection to my Sony smart TV is on wifi. 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. So PN released me. Hi, No the engineer did not show up. For Governmental guidance, check out PAS: 2016 Next Generation Access for new Build. Hold this in place for about 10 - 15 seconds, until all lights on the front of your ONT go off. I am having problems working out where Openreach responsibility lies for a phone line. Change your wireless channel - TalkTalk Help & Support Karl. He was a young man ,very talkitive,so I asked him how long he worked for bt He informed me that it was. If someone has helped give them Like. | 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. Strange I post on here and 10 minutes later sky message problems fixed Well sky / openreach the problem has not been fixed. Total Cost: +Vat Depending On how Long it takes and what parts are used Min Visit Charge £130. BT has confirmed that Openreach has escalated this to arrange a dig of the pavement to fix. 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. Either your hub isn’t connected to the ONT or there’s a fault with the FTTP service. 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. . 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. My service is called Fibre 35, it is not FTTP. 30. 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. 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. They’re an independent charity that gives people the power to speak up to stop crime 100 per cent anonymously. The broadband industry is waiting impatiently to hear how the government plans to spend the £1. ago. 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). 6 Appended to Volume 7 of the WFTMR. 22-02-2020 1:48 PM. An engineer was booked for Monday morning. My reading of the situation is that this is an unfortunate side-effect of Ofcom taking a much closer interest in theHi. 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. Re: 2 MONTHS and counting to fix an Openreach connection issue. Edited by. PN have just passed this back to Openreach as the PN op confirmed that the line quality was very poor. Delays shouldn't take months. Available 24/7. 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. 3. 8 r-500 that's Google's DNS. Coincidentally, on 17th July another Openreach engineer fixed a neighbour’s line fault and the cynical amongst us might suspect that the engineer just swapped a good line (i. I think that Openreach is trying to avoid to fix the real issues and trying to ride a dead Donkey so to. The fibre cabinet is approx 400 metres fro. Message 1 of 9 (448 Views) Reply. Openreach will attempt to fix the fault by working in the network. Reported to BT who tested it and found a problem on the line. 13th: An engineer supposedly shows up again and never contacts me. 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, retailIf the bridge tap is before the master socket then it is Openreach who have the responsibility to remove it. Broadband quality monitoring. View all contacts. At present, Openreach’s full fibre rollout. In view of this, Ofcom has introduced a number of specific performance standards for line installations and fault repairs. i contacted talktalk but they have failed to help solve this problem. Report a fault to fix a problem. It was an external fault which was put down to ‘corrosion’ somewhere on. We'll give you a 2-3 hour timeslot for your appointment, and your engineer can arrive at any time within this timeslot. i checked all. Openreach - how long to fix a fault. BMW crash takes out the internet at The Willows. Let me know how itOpenreach engineer came out. 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. All I have managed to find out is that it is an underground fault and Openreach have routed the fibre to the wrong place. I was hoping to get some insight into how Openreach interacts with Sky in these situations. My connection to my Sony smart TV is on wifi. wrote: Absolutely, yes. Thanks! The telephone line can be crackly at times but we don't use it much. Lol just had a text from sky saying problem has now been fixed. 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. Openreach fix times v British Gas. . 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. chris6273. Openreach. TelephoneFaults. Thanks: 5. 59 next day, seven days a week, including Public and Bank Holiday. I have been in contact with BT numerous times to try and get this fixed. Please see the relevant Customer Service Plan (CSP) for. chris6273. 2kWp system, SE facing, >1% shading, installed March 2019. I do not need to be my property for the visit. I have had a weird line fault for the last week, which results in my having no (FTTC) dsl light on my openreach modem and an intermittent/no dialOpenreach had updated the fault on the system to say 'specialist engineer requested, will check progress on the 12th of April. Openreach had to dig up our pavement again to get at the fault. Registered: 15-04-2016. I'm also surprised that the fault is being treated. Jan. . Hi Brady49Q1 Your fibre 35 service is in sync at 37mb and all tests are clear. Broadband issues: text HELP to 61998. Landline and fixed [or home] broadband providers offer a priority fault repair service for customers. 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. Can anyone at Plusnet confirm that Openreach have got a "job card" to repair our line and when it's likely to be done. Re: Openreach not fixing my fault? What can I do? You can't contact Openreach directly. 33 for each calendar day that the service is not. . 1Mb to 1. Start a broadband monitor nowFix problems with your landline or Digital Voice service or report damage to outside BT equipment. And said their was a fault with the line, and it required a different engineer to fix. Let us know the result of the engineer visit, I suspect the engineer will need to work onOK, your post is a wee bit confusing. 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. If they find faults, they have to pay for the repairs. Lol just had a text from sky saying problem has now been fixed. 15 per missed. Re: Fibre cable connector broken by builders - BT think they can fix remotely. If they are, then raise it as a fault or escalate it as a complaint. 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. I approached the Opeanreach employee at the other house. jpg 441 KB. The fault has now been reported and an engineer visit is 8n place for next Tuesday. Guess what It has not been fixed phone line still dead. I'm sorry for the problems you're experiencing with your service. Cisco has a new problem: You take too long to implement its products and stop buying more kit. Crime and scams. Fault response within 24 hours; £3. Find useful FAQs to help you if you have a query about a broadband fault. The fibre cabinet is approx 400 metres fro. Hi Brady49Q1 Your fibre 35 service is in sync at 37mb and all tests are clear. I can now video stream. . 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 . 33 for the full day you had. i have been waiting a long time for help . Change your wireless channel - TalkTalk Help & Support Karl. Are you seeing slow speeds over WiFi ? Thanks Karl. I've just done all the speed tests I can and its reporting 51 mbps down/ 20 up. Test with a known good phone and filter. 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. My FTTP has been down for 8 days, red LOS light on the ONT. What is an earth fault and how long does it take to repair? Anybody in the Kilwinning North Ayrshire area having the same problems. Delayed repair following a total loss of service 2. Thanks for your post @Joebananas. 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. 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. Start tracking. Get in touch if you'd like us to call. 3Mb). 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. . Mark as New; Bookmark; Subscribe. Message 3 of 13. LoL; 35Mbs and the OP thinks they're being throttled and still on ADSL. Delayed repair following loss of service: Your service has stopped working and it is not fully fixed after two full working days. My FTTP installation was due to go live 15th July but has been delayed due to an underground fault. You can't contact Openreach directly. Hi smiddy1968 I've escalated your complaint over to our CEO's Office and a Complaints Manager will contact you to discuss this as soon as possible. We have had no broadband for over4 weeks now. 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. If the fault is traced to that wiring then you are liable to receive a charge. I have no choice. . 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. Sky sent out an engineer and they texted to say it's fixed. 59 day after next, Monday to Friday, excluding Public and Bank Holidays. £9. Sky have told me that there is no info. Sign in or register to get started. 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. The ‘Network Interface Device’ is your NTE5 or BT Master Socket. 24 per missed. 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. If they have to dig up the road, Openreach have to obtain permission from the local authority. Wipe one end, plugs the other/ A clip joint is just a new fangled plugs expanding really. Red. He said it would all be up and running in 48 hours. Yes I know we are customers here but sky also monitor the postings. Wait for the modem to sync within 3 minutes. additional flexibility to manage provision and repair workstacks which has been made significantly more. By phone 0808 1002440. If connector has been damage you may well be charged for the repair. homestead rescue hydro. Turn the Openreach fibre modem's power off, then back on and wait 5 minutes for the Openreach fibre modem to attempt to reconnect. You should do a speed test and a ping test, try CMD and ping 8. NOTE: I only provide help on the forums and NOT via PM. 1 Demand - Repair 18. OpenReach have found cable fault - but haven't come back to fix it drykloke. Hi smiddy1968 Thanks for keeping us updated. After a few visits I got an switched on Openreach engineer who checked each section of the 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. @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. 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. On Wednesday a tractor flail trimming hedges in our road sliced through the cable from an underground duct running up the telegraph pole supplying myself and a neighbour. 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. openreach fault tracker. That's £9. Cost of Parts £--- Unknown Until Fault Fixed! Hourly Rate £104 up to and including any part of any hour. . Depending on the kit status lights and reset details. Please let us know if you do experience any further issues. 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: TotalOpenreach Phone Number 1. 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. 8. Follow our simple step-by-step instructions to get your problem sorted. Saying he will be fixing the cabling today. 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. still waiting for an update from Openreach. Openreach Fault – No Broadband for Weeks in Parts of Lowestoft. 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. Openreach won’t fix our fault. Openreach builds, maintains, and manages the UK’s internet infrastructure, which means it provides connectivity services to 25 million UK homes and businesses. wrote: Just thought I'd post on this forum as I'm getting increasingly frustrated. co. . 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. 95 per month per line; fault response within 6 hours; £5. 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. Report post. 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. If they have to dig up the road, Openreach have to obtain permission from the local authority. Level 4 Clear within 6 hours, any time of day, any. Openreach Repair Telephone Faults Cost Example: Updated 01/04/13. 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. Bank Holidays) Engineer Visit Hours (Basic care): Mon-Fri, 08:00-18:00 (exc. . 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. 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. Here for You –. You can click my Broadband Speed Test to check the line in 30 seconds. 6Mbps, at least we could start using iPlayer and large downloads were not impossible if done overnight. moving a line to a new DSLAM port) on Fi. 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. Therefore, anything in this blog from this point on should be read as hypothetical. I have the name and number of the Openreach engineer who came to look and tried to get this fixed. Mobile costs may vary. 13 January 2021 at 10:41PM. Chatterbox. 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. If you can prove a fault they have to fix or compansate. 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. 2. 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). We'll give you a 2-3 hour timeslot for your appointment, and your engineer can arrive at any time within this timeslot. Available 24/7. I had a fault on my line. Here for You –. 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. endobj And your postcode. Run a broadband speed test. Full Fibre (Fibre to the Home): Check your wiring and set-up. . For a phone fault when an engineer completes the job, there's a 2 day retest period where we can 'reject the clear' and pass it back to Openreach for further investigation which I find normally gets another engineer out quicker than. Delayed repair following loss of service: Their service has stopped working and it is not fully fixed after two full working days. I think that Openreach is trying to avoid to fix the real issues and trying to ride a dead Donkey so to say. I have raised another fault today. At present Openreach is already on-target to. PN have just passed this back to Openreach as the PN op confirmed that the line quality was very poor. 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. Click herefor guidance and useful information for the Openreach Order and Fault Trackers, as well as the Terms and Conditions associated with their use. If you can prove a fault they have to fix or compansate. we'll pay you £9. At a guess, back in service by Thursday or Friday. I would would therefore be grateful if anyone could inform me about whether the OpenReach engineers activated my line or not, and when I will finally get to use my PlusNet service which I have waited for such a long time now, to actually be able to use. 59 next day, seven days a week, including Public and Bank Holiday. It turned out that when the street had some electric company digging a year ago they'd obviously damaged the cable and then bodged a 'fix' on it. We are still working with Openreach for a final fix. Proud member of the wokerati, though I don't eat tofu. Download is approx 35Mbps (OK fo. We have had no broadband for over4 weeks now. The OpenReach engineer who came to complete the connection knocked on our door and talked to my wife. 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. That. OK, your post is a wee bit confusing. By selecting Accept, you are agreeing to our cookies. BT has confirmed that Openreach has escalated this to arrange a dig of the pavement to fix. Next, plug in your known good phone, and your Router with the Filter.