First, TalkTalk don't throttle, so whatever your issue is, it isn't that. Contractors come dig the hole, an engineer comes and remakes the joint. 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. Find out when to get in touch Report. Our engineers can help you with anything from installing your services to fixing a 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. 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. I have offered to send a photo of the broken cable. Watch our video to find out more. Openreach: Developer Guide 4 1 Home wiring Home buyers expect access to connectivity immediately. TalkTalk have been telling me that an OpenReach engineer is on the way but nothing happens. 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. Ask to remain there, remove any other electrical equipment from nearby the router and we test and monitor the connection. The BLUE cable shown is BT Openreach’s responsibility, and the RED part is yours. . 8. 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). Message 1 of 9 (448 Views) Reply. This charge is for the call out and not to reinstate your own wiring. you back about a sales enquiry. co. 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. Change your wireless channel - TalkTalk Help & Support Karl. It has been flagged with sky customer services and upgraded to an official complaint with them. Get help to fix your dropping broadband connection. At a guess, back in service by Thursday or Friday. Openreach response to service-related questions in Ofcom’s consultation documents 7 NON-CONFIDENTIAL VERSION 1. There's an incentive for Openreach not to find faults. Make sure the line sounds clear with no crackles. Download is approx 35Mbps (OK fo. 20th August - Sky inform me that Openreach have ran into a delay and it won't be done until 24th August 24th AugustThese levels are defined by the response times of Openreach engineers to reported faults. The. 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. wrote: Absolutely, yes. The following information is a guide for connecting the Openreach network to your home wiring. 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. 13th: An engineer supposedly shows up again and never contacts me. 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. Start a broadband monitor nowFix problems with your landline or Digital Voice service or report damage to outside BT equipment. 59 day after next, Monday to Friday, excluding Public and Bank Holidays. 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. 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. By selecting Accept, you are agreeing to our cookies. Openreach Repair Telephone Faults Cost Example: Updated 01/04/13. Hi beckyh81 I can only apologize for this ongoing issue. Thanks: 5. 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. 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. You can get an application form by calling: 0800 800 150, free of charge, 24 hours a day. Line Down-Very Poor response from Openreach. Are you seeing slow speeds over WiFi ? Thanks Karl. To pass a fault to Openreach, you need to detail the end user contact name, email, land line, address and mobile. by . 8. The OpenReach engineer who came to complete the connection knocked on our door and talked to my wife. Massive mistake. 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. 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. And said their was a fault with the line, and it required a different engineer to fix. 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. 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. g. 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. Re: 2 MONTHS and counting to fix an Openreach connection issue. Release the button and wait around 30 seconds for your ONT to boot back up. 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. She tells me it will be another three business days. Visit Charge £130 Standard. Openreach had to dig up our pavement again to get at the fault. £500K+ is what openreach also charges and is therefore a reasonable amount - not openreach's fault. 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. If real unlucky, the lead in to your property is borked, and will require replacing. When you order a fibre service for the first time, Openreach assigns a port to you. Hope you're back up and running soon. My connection quality and overall speeds have been decreasing since the day I went live to the point my download is now 3mbps and upload 0. LoL; 35Mbs and the OP thinks they're being throttled and still on ADSL. 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. 0800 023 2023. Openreach had to dig up our pavement again to get at the fault. He then left and didn't come back. 33 for the full day you had. What Makes BT Openreach So Special? There are a few things that make BT Openreach stand out from the competition. Mark as New; Bookmark; Subscribe. 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. LoL; 35Mbs and the OP thinks they're being throttled and still on ADSL. By selecting Accept, you are agreeing to our cookies. At present, Openreach’s full fibre rollout. (no dial tone) and Sky sent Openreach out to fix it. Mobile costs may vary. Every time they come out they test the line, change the ports and still no speed. May 1, 2019. e. Hi beckyh81 I can only apologize for this ongoing issue. Sign in or register to get started. If someone has helped give them Like. Connection - AAISP Home::1 80/20. This has been passed internally within Openreach for their 2nd stage teams, so the fault case is still open with Openreach. He told her that there was a utility strike on our line, somewhere in the footpath opposite our house. Talk Talk did exactly the same to me in 2017. 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. I have recently had a week without phone service which was eventually rectified by Openreach repairing the wiring on the telephone pole. One of the sockets was a master. I just need to make this absolutely clear. The last note was left on 04/05/2020 indicating that further dig work is required due to the location of the fault. 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. 6Mbps, at least we could start using iPlayer and large downloads were not impossible if done overnight. we'll pay you £9. You should do a speed test and a ping test, try CMD and ping 8. i do rely on a landline as im 69 in fraile heatlth since my husband died in febuary. The company employs 37,000 people. Technically, You Have Damaged Openreach’s Infrastructure. If you report a fault on a Monday, you'll get £9. 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. Openreach Phone Number 2. If they cannot fix externally, they will go to the premises, ask the 3 safety questions. 8. Nte swap will take five minutes. 33 for each day, after the two working days, that the service isn't. Reply. For Governmental guidance, check out PAS: 2016 Next Generation Access for new Build. But every time I call they say it will be a week later, with. 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. | 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. Report after 13. Your main socket, due to damage you've caused. This has been passed internally within Openreach for their 2nd stage teams, so the fault case is still o. First, TalkTalk don't throttle, so whatever your issue is, it isn't that. 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. Openreach failing to respond or fix fault. If connector has been damage you may well be charged for the repair. Crime and scams. UK regulator Ofcom has issued rules that would require the firm to repair faults within two working days. 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 . Zarjaz. Let me know how itOpenreach engineer came out. If they find faults, fix them but advise the ISP there is no fault. Strange I post on here and 10 minutes later sky message problems fixed Well sky / openreach the problem has not been fixed. Hi Brady49Q1 Your fibre 35 service is in sync at 37mb and all tests are clear. This may be a wifi issue. 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. 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. The official line is that you must call in Openreach to fix it. 131 Views. At a guess, back in service by Thursday or Friday. Sync 71288/12440Kbps @ 600m. Hi All Long story short, have recently taken out BB and a phone line (didn't have an active landline as cancelled BT one 2 yrs ago) with Virgin, though through BT's line and exchange as no cable in my area. . there is no connection. 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. | Read 20,621-20,635 Reviews out of 20,635If you can, gather as much information as possible including any vehicle registration numbers. The fibre cabinet is approx 400 metres fro. Home is where my books are. He denied. Crime and scams. Would anticipate its a network issue on fttp lines andBT Openreach not fixing my fault - daft excuses. Report after 13. IMG_20231001_161959. . 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. 9 million telephone poles and junction boxes across the UK. The official line is that you must call in Openreach to fix it. Next, plug in your known good phone, and your Router with the Filter. An. | 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. 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. (“Wait a minute! You said “don’t worry” – now you are trying to panic me!”) Not so. If they are, then raise it as a fault or escalate it as a complaint. Report a fault to fix a problem. Turn the Openreach fibre modem's power off, then back on and wait 5 minutes for the Openreach fibre modem to attempt to reconnect. Jan. 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. com Blue Light. Fix a problem. Appointments are available between 7am-6pm Monday to Saturday. Hi Brady49Q1 Your fibre 35 service is in sync at 37mb and all tests are clear. 2kWp system, SE facing, >1% shading, installed March 2019. I am having problems working out where Openreach responsibility lies for a phone line. . 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). I'll ask our network teams to chase them for an update. Report post. 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. Can anyone at Plusnet confirm that Openreach have got a "job card" to repair our line and when it's likely to be done. Fix it Staying safe Community Community. 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. 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. Give your provider reasonable time to fix the problem. . BT has confirmed that Openreach has escalated this to arrange a dig of the pavement to fix. May 2, 2023. Red. People complain about Openreach majority of the time when in actual fact, its the service provider who has messed up. Moving ports (L&S) on VDSL2 lines is sometimes done to help bypass a fault on an existing port or to tackle incorrect routing but, as it requires an engineer, such work does tend to. 59pm on the second working day after the fault is reported . Lol just had a text from sky saying problem has now been fixed. For Governmental guidance, check out PAS: 2016 Next Generation Access for new Build. Openreach’s performance is therefore critical to ensuring end customers do not receive poor quality broadband services. Get help to fix your dropping broadband connection. We still see far too many complaints from customers who are forced to pay for work that isn’t strictly. 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. 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. If you just wanted to vent you've done it without messing up aI placed an order for FTTP back in early September. 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. So long story short, BT disconnected the house I moved put of, then reconnected it. All you can do is speak to the BT FTTP team 0800 587 4787. Openreach won’t fix our fault. Sky sent out an engineer and they texted to say it's fixed. 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. 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. Edited by. The customers service has been restored 2 days ago via a temp solution, using a nearby electric pole. How long should BT. OpenReach came out again yesterday and of course didn't know anything about the previous investigation. Not Available. jpg 396 KB. 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. Change your wireless channel - TalkTalk Help & Support Karl. Openreach - how long to fix a fault. Once it’s installed and breaks they won’t fix it for an indeterminate number of days, changing the. 3. compensation will be due if you experience a total loss of service which isn’t fixed by 11. 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. 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. Delayed repair following loss of service: Their service has stopped working and it is not fully fixed after two full working days. 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. Re: Fibre cable connector broken by builders - BT think they can fix remotely. Hi, Please can someone help. 95 per month per line; fault response within 6 hours; £5. 2. You can also look at our superfast and ultrafast homeowner guides which have advice on some simple checks you can do. Check the LOS light indicator. 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. Here for You –. It doesn't cut in and out though. My FTTP installation was due to go live 15th July but has been delayed due to an underground fault. 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. Ask for the leaflet quoting document number "PHME 87180". 5. Guess what It has not been fixed phone line still dead. 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. LoL; 35Mbs and the OP thinks they're being throttled and still on ADSL. co. Nothing happened until 11th when BT simply closed. Now future firmware updates are also due to end. The reason BT Openreach is special is. It is likely that the Openreach Engineer will disconnect your extensions to get the line working and raise a charge. 15 per missed. Broadband quality monitoring. wrote: wrote: that's one of the questions I asked Openreach and they refused to answer, so thanks very much. Before you start the conversation, be clear in your own mind what the problem is - and how you’d like it resolved. The contract with openreach is held by your ISP. Landline and fixed [or home] broadband providers offer a priority fault repair service for customers who depend on their telephone or broadband connection because of their disability and have an urgent need for a repair. 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 . . Check that the thin white fibre optic cable coming into your Openreach fibre modem is inserted and not damaged. IMG_20231001_160647. 33 for the missed activation day (Wednesday), and another £9. Each telephone call ends the same. Level 1. I have been in contact with BT numerous times to try and get this fixed. Blinking (any) Do you agree with Openreach's 4-star rating? Check out what 5,639 people have written so far, and share your own experience. Each telephone call ends the same. If the fault is traced to that wiring then you are liable to receive a charge. Unhappy with Openreach work? Contact us. 00, clear by 23. No one called. 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. 8 r-500 that's Google's DNS. It hasn't. uk. Re: 2 MONTHS and counting to fix an Openreach connection issue. OK, your post is a wee bit confusing. An. There’s no need to call. So if a fault is reported to us on a Tuesday, we must fix it by the end of Wednesday. . BT has confirmed that Openreach has escalated this to arrange a dig of the pavement to fix. Long time reader first time poster. For example. 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. 5 days to fix a fault seems excessive Hi beckyh81 Sorry for the delay. Speak to your trader directly first. But if your service isn't activated until Friday you'll be paid £18. He said it would all be up and running in 48 hours. 365 days a year. Go to the fix. Start tracking. Openreach Support Email. The fibre cabinet is approx 400 metres fro. Is your telephone service working OK? Any noise on the line? ChrisJan. Openreach have called just now and they say they fixed the fault in the 26th. (committed) Sun 02-Sep-12 08:48:34. Well time has told already - My broadband speed is now dropping away and the crackle is back. 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: 5. Saying he will be fixing the cabling today. Follow our simple step-by-step instructions to get your problem sorted. OpenReach define fix times as the number of Engineer Visit Hours (see below; Basic and Prompt options) within which they aim to resolve the fault; there is no guarantee. e. In response to some of the points raised, first, speeds of FTTC are measured from the DSLAM, so 80/20 overa Km of distance is NEVER going to be 80/20, physics prevents it, however, your speeds actually sound pretty good for the distance, drop outs, doesn’t sound like line fault if your speed is constant, so perhaps a router issue, possibly requiring a. 4th of November. We are still working with Openreach for a final fix. PN have just passed this back to Openreach as the PN op confirmed that the line quality was very poor. They can also contact us to help them fix the issue. 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. 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. which should fix banding problems and some other issues with DLM profiles; assuming of course that the original underlying problem has been resolved first. My connection to my Sony smart TV is on wifi. @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. . moving a line to a new DSLAM port) on Fi. 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). At the start of 2018 they followed that by telling Openreach to make sure their ducts were “ready for use” (i. If we find a fault outside of your property, we may arrange a separate. But in return, providers must push FTTP wherever they can. I've turned off optimisation for the WiFi, can you try changing the WiFi channel to see if this gives better performance. On (any) Ethernet connection is normal between Openreach fibre modem and Hub (Port 1 is where engineer will install). Delayed repair following a total loss of service 2. I got myself connected to TalkTalk fibre on 15 Aug. There are now no clean pairs available and there are repetitive call-outs to fix problems. 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. Fault response within 24 hours; £3. TalkTalk have been telling me that an OpenReach engineer is on the way but nothing happens. Hence 10 minutes after posting here I got a text from sky. Openreach Fax. The collision happened on Monday, April 5. wrote: Think openreach and sky need to communicate better with each other and the customer Unfortunately communication between Openreach and theirSo BT came out and the engineer said they are aware of the fault. mine) with the neighbour’s line and then ran for the hills. 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. I think that Openreach is trying to avoid to fix the real issues and trying to ride a dead Donkey so to. 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. Fix 12-12-2020 1:47 PM. We send out Openreach. I was hoping to get some insight into how Openreach interacts with Sky in these situations. You'll be charged if the problem is caused by things like: 1. Cost of Parts £--- Unknown Until Fault Fixed! Hourly Rate £104 up to and including any part of any hour. 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. I've turned off optimisation for the WiFi, can you try changing the WiFi channel to see if this gives better performance. Keep reporting the fault, there are internal systems within Openreach to escalate faults but they need to keep being reported. Working hours: Mon-Fri, 09:00-17:00 (exc. Tuesday, Jun 26th, 2018 (8:48 am) - Score 1,592. Openreach have identified that we need a new line put in (very possibly because. Check out the options available from Openreach below: These levels are defined by the response times of Openreach engineers to reported faults. Flashing green. 59 next day, seven days a week, including Public and Bank Holiday. If you're eligible, you can also contact us to ask for the application form. they'll report the fault to Openreach to get fixed as quickly as possible, the same as any ISP but repeatedly phoning is pointless. BT Retail should not be charging you yet for the service if it is not live. I think that Openreach is trying to avoid to fix the real issues and trying to ride a dead Donkey so to say. . Fixed! Go to the fix. 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. Test with a known good phone and filter. Did the engineer arrive? Your fault ticket has not updated just yet. I lost my dial tone and my ADSL2+ sync rate halved (which I believe means that one leg of the line has been disconnected). Openreach, which is effectively responsible for maintaining BT ’s. chris6273. The fault has now been reported and an engineer visit is 8n place for next Tuesday. Tested line - No faults, checked DSLAM and changed my connection to new ports.