I have offered to send a photo of the broken cable. If the answer is ‘yes’ to either of the two Covid-19 exposure questions, the job will be furthered for reappointment bySo, here we are. 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. Get in touch if you'd like us to call. @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. 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. Level 4 Clear within 6 hours, any time of day, any. Report post. co. Is your telephone service working OK? Any noise on the line? ChrisJan. | 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. Normally a few times a year OR are out to fix the line despite the fact. The broadband industry is waiting impatiently to hear how the government plans to spend the £1. She tells me it will be another three business days. 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. Ask for the leaflet quoting document number "PHME 87180". 33 for each calendar day that the service is not. It seems we are still waiting for Openreach to get round to doing our line some 5 and a half weeks later. At present most consumer broadband packages on. 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. 1 Demand - Repair 18. It's not. Ask for the leaflet quoting document number "PHME 87180". The majority of network faults, including plenty of major cable breaks, tend to be fixed within. Reply. Massive mistake. Does Openreach have to fix faults? 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. 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. Threatened me with charges if it was my fault and everything. Zarjaz. This charge is for the call out and not to reinstate your own wiring. e. Hi Openreach came out but did not visit the premises. As in Lytham FY8 ? Sky customers are reporting a few however BT broadband is being crucified. 24 per missed. I'm sorry for the problems you're experiencing with your service. 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. 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. We'll give you a 2-3 hour timeslot for your appointment, and your engineer can arrive at any time within this timeslot. The official line is that you must call in Openreach to fix it. Checked local council website they have no application for any road works Tobe carried out on the road upto 23rd March. This includes everything in the local loop up to - BUT NOT BEYOND - the consumers Network Terminating Equipment (NTE) fixture at the. NOTE: I only provide help on the forums and NOT via PM. 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. Openreach: Developer Guide 4 1 Home wiring Home buyers expect access to connectivity immediately. Any fault reported after 13:00 will be cleared by 13:00 the next working day. But every time I call they say it will be a week later, with. The pavement is even marked with where the dig needs to take place. The fibre cabinet is approx 400 metres fro. Each telephone call ends the same. Fixed! Go to the fix. Delayed repair following a total loss of service 2. Lol just had a text from sky saying problem has now been fixed. All I have managed to find out is that it is an underground fault and Openreach have routed the fibre to the wrong place. Hence 10 minutes after posting here I got a text from sky. Depending on what is actually faulty will determine how long to repair it. Speed dropped to 48Mbps. Of course I'd have preferred to stay, why would we firstly join you and then actually renew our contracts. 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. Hi Brady All usual tests are clear and the router is in sync at 40mb with no errors. PN have just passed this back to Openreach as the PN op confirmed that the line quality was very poor. 59 day after next, Monday to Friday, excluding Public and Bank Holidays. You can also look at our superfast and ultrafast homeowner guides which have advice on some simple checks you can do. Talk Talk did exactly the same to me in 2017. Zen are an unbundled network meaning that they own and maintain their lines. 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. 33 for each day, after the two working days, that the service isn't. He told her that there was a utility strike on our line, somewhere in the footpath opposite our house. You'll be charged if the problem is caused by things like: 1. 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. First contact your Service Provider. There's an incentive for Openreach not to find faults. Available 24/7. 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. 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. He said our service would be slow and in. . mine) with the neighbour’s line and then ran for the hills. The fault has now been reported and an engineer visit is 8n place for next Tuesday. He then left and didn't come back. Did the engineer arrive? Your fault ticket has not updated just yet. Openreach - how long to fix a fault. We are still without fibre broadband and are relying on a 4G SIM Card with vodafone costing us £30 a month until. 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. Then call 999 as soon as it’s safe to do that. 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. 30. you back about a sales enquiry. BT Openreach are responsible for the phone line up to – and including. endobj And your postcode. Call us for sales enquiries about. . For example, a 150 Mbps FTTP service will deliver an average speed of 150 Mbps wherever you are located. Change your wireless channel - TalkTalk Help & Support Karl. At a guess, back in service by Thursday or Friday. g. . Level 3 Report 13. What Makes BT Openreach So Special? There are a few things that make BT Openreach stand out from the competition. Click here to start your speed testI'm afraid you lost me with some of the acronyms there. Find useful FAQs to help you if you have a query about a broadband fault. I'm furious. If you have found this solution helpful please tick this as the answer. I phoned technical support this morning and asked to be put through to a case manager and I was told that it will be escalated to Openreach who will try to repair the fault in 48-72 hours. 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. Initially I was told the fault was external and would be fixed on Christmas Eve, then I was told that the. Sky sent out an engineer and they texted to say it's fixed. 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. but in future you should report the fault to your ISP and they must engage an Openreach engineer to fix the problem. Thanks Karl. . 33 compensation if it hasn't been fixed by midnight on Wednesday. Thanks for getting back to me I've booked the engineer visit and I've updated the ticket 220635700 with the appointment details. A what3words address is being provided in almost half of all calls and a quarter of chats reporting damage to Openreach. 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. Ah I see, thanks. i have been waiting a long time for help . Guess what It has not been fixed phone line still dead. 4th of November. 0800 023 2023. homestead rescue hydro. Green. wrote: Just thought I'd post on this forum as I'm getting increasingly frustrated. time they may be waiting for an installation or repair. There’s probably water in the underground lines. . I have raised another fault today. Openreach have identified that we need a new line put in (very possibly because another engineer took ours for another property) yet they have done nothing to fix the fault, save send 6 engineers to tell us the same. 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). Hi everyone. Simply use your mobile phone to send one of the following text messages to the numbers provided: Landline issues: text PHONE to 61998. 2. co. Therefore, anything in this blog from this point on should be read as hypothetical. Option 2 for information on manholes and telegraph uk poles Option 3 to report an Openreach. 365 days a year. Either your hub isn’t connected to the ONT or there’s a fault with the FTTP service. That isn't surprising: you're not theirwrote: Lol just had a text from sky saying problem has now been fixed. Openreach’s performance is therefore critical to ensuring end customers do not receive poor quality broadband services. Priority fault repair. Priority fault repair. TelephoneFaults. Openreach builds, maintains, and manages the UK’s internet infrastructure, which means it provides connectivity services to 25 million UK homes and businesses. even though there have been significant and long lasting impacts on Openreach and. If the existing 10mbps isn't working to standard, you could have a faulty line where Openreach would have to attempt to fix. 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. Next, plug in your known good phone, and your Router with the Filter. e. Level 4 is the highest level of care available and means Openreach will aim to fix any line fault within a 6-hour period on each requested phone line, regardless of weekends, bank holidays or working hours. Hi, Please can someone help. 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. Openreach had to dig up our pavement again to get at the fault. 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. A few minutes ago I had a ticket update from PN that said that an Openreach engineer had fixed the problem, but there’s still terrible noise on the line which would. 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. You can get an application form by calling: 0800 800 150, free of charge, 24 hours a day. 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). 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. We are still working with Openreach for a final fix. 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. Bank Holidays) Having trouble with broadband or phone in your new-build home? Here are some things you can try. By selecting Accept, you are agreeing to our cookies. Our engineers can help you with anything from installing your services to fixing a fault. . 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. Broadband fails, how long before it gets as far as Openreach? Then how long before it gets fixed? My broadband basic info/help site - Domains, site and mail hosting - Tsohost. 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. You should as a very rough guide get between 25Mb and 70Mb. Free from UK landlines. 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. 15 per missed. Are you seeing slow speeds over WiFi ? Thanks Karl. New service: 07701407770. 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. The reviews are not that accurate. I was to have fibre installed from Monday and nearly did until the bt engineer arrived to do it. My Home phone line was not in use for a couple of year we were using MIFI Device. Every time they come out they test the line, change the ports and still no speed. But in return, providers must push FTTP wherever they can. 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. If they cannot fix externally, they will go to the premises, ask the 3 safety questions. 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 has today unveiled a “major” change to the pricing of their gigabit-capable Fibre-to-the-Premises broadband products, which aims to give UK ISPs not only cheaper services but also “long-term price certainty” through a series of new commitments. Overall Openreach is said to have installed. chris6273. Now future firmware updates are also due to end. 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. Openreach Support Email. Openreach won’t fix our fault. we'll pay you £9. According to In Your. Crime and scams. . But if your service isn't activated until Friday you'll be paid £18. I will wait to see how long it runs at 150Mb/s before dropping again and definitely prove again an ONT reboot resolves it - don't relish having to explain to Sky. BT Retail should not be charging you yet for the service if it is not live. Hi smiddy1968 Thanks for keeping us updated. 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. Delayed repair following loss of service: Their service has stopped working and it is not fully fixed after two full working days. Not Available. If you're eligible, you can also contact us to ask for the application form. Openreach have requested we review the report on 09/05/2020 as the work is likely to. Change your wireless channel - TalkTalk Help & Support Karl. When you order a fibre service for the first time, Openreach assigns a port to you. #1. Give your provider reasonable time to fix the problem. BTnet fault reporting from BT Business. Lol just had a text from sky saying problem has now been fixed. Home is where my books are. 59 same day. Openreach response to service-related questions in Ofcom’s consultation documents 7 NON-CONFIDENTIAL VERSION 1. I got myself connected to TalkTalk fibre on 15 Aug. 0 Likes. 40 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. Fix broadband problems in my new home. 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. 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. Check that the thin white fibre optic cable coming into your Openreach fibre modem is inserted and not damaged. The wiring you install will be pivotal to their experience. 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 they are, then raise it as a fault or escalate it as a complaint. Each telephone call ends the same. Visit Charge £130 Standard. We have had no broadband for over4 weeks now. 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. Available 24/7. I've turned off optimisation for the WiFi, can you try changing the WiFi channel to see if this gives better performance. Turn the Openreach fibre modem's power off, then back on and wait 5 minutes for the Openreach fibre modem to attempt to reconnect. 1Mb to 1. We all know how annoying even a brief loss of home broadband connectivity can be, particularly during the current COVID-19 crisis, but spare a thought for poor Joseph Chesney who lives in a rural area just outside of Endon (Staffordshire Moorlands), he’s been waiting almost 3 months for Openreach to fix a broken fibre optic line. Many problems can be resolved by 'power cycling' your Openreach. Mind you it was worth it in the end, speed rose to 3. . gin123 Posts: 4 Newbie. My FTTP has been down for 8 days, red LOS light on the ONT. Keep reporting the fault, there are internal systems within Openreach to escalate faults but they need to keep being reported. No one called. I've had a 'throttled' broadband service for 2 months now. Edited by. 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. . 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. The following information is a guide for connecting the Openreach network to your home wiring. 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. Hi Brady49Q1 Your fibre 35 service is in sync at 37mb and all tests are clear. Delays shouldn't take months. Guess what It has not been fixed phone line still dead. Did the engineer arrive? Your fault ticket has not updated just yet. Once it’s installed and breaks they won’t fix it for an indeterminate number of days, changing the. 8 r-500 that's Google's DNS. Your hub is connected to the ONT and traffic is flowing between the two. OK, we'll leave you to it, then. 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%. 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. I had a fault on my line. Here’s how you can fix poor workmanship: 1. 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 someone has helped give them Like. So PN released me. e. Fix it Staying safe Community Community. So sorry its from 10th February not working not. they'll report the fault to Openreach to get fixed as quickly as possible, the same as any ISP but repeatedly phoning is pointless. There’s no need to call. So long story short, BT disconnected the house I moved put of, then reconnected it. By phone 0808 1002440. . Contractors come dig the hole, an engineer comes and remakes the joint. LoL; 35Mbs and the OP thinks they're being throttled and still on ADSL. Full Fibre (Fibre to the Home): Check your wiring and set-up. Thanks: 5. The situation began after a one of Openreach’s underground cables developed a fault, which has apparently been complicated to fix. Any faults related to your main phone. on 01-06-2020 08:30 AM. 5. Hi, Please can someone help. Visit Charge £130 Standard. Try your Broadband out and see what your speed is. 0 Thanks All forum topics; Previous Topic; Next Topic;. My theory is that Openreach does not want to bothered fixing copper, something that will go away as FTTP arrives. So sorry its from 10th February not wor. wrote: Lol just had a text from sky saying problem has now been fixed. To cut a long story short the internal wiring all seemed fine but I noticed that any unconnected additional extension point (e. It has been flagged with sky customer services and upgraded to an official complaint with them. LoL; 35Mbs and the OP thinks they're being throttled and still on ADSL. 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. | Read 20,621-20,635 Reviews out of 20,635If you can, gather as much information as possible including any vehicle registration numbers. My connection to my Sony smart TV is on wifi. And yes I know phone lines aren't guaranteed to be fault free 24/7-365. TalkTalk have been telling me that an OpenReach engineer is on the way but nothing happens. So sorry its from 10th February not wor. That's £9. Test with a known good phone and filter. I am now on my 6th or 7th Openreach engineer as none of them can fix the issue. Finally 2 weeks after moved in I could work from home. I'll ask our network teams to chase them for an update. Technically, You Have Damaged Openreach’s Infrastructure. I have recently had a week without phone service which was eventually rectified by Openreach repairing the wiring on the telephone pole. 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. | Read 20,381-20,398 Reviews out of 20,398It took us minimum of 1hr on the business one for them to actually agree to fix it (the router died 6 months in). wrote: Think openreach and sky need to communicate better with each other and the customer Unfortunately communication between Openreach and theirDo you agree with Openreach's 4-star rating? Check out what 21,050 people have written so far, and share your own experience. Openreach. The collision happened on Monday, April 5. Free from UK landlines. Hi . Openreach’s performance is therefore critical to ensuring end customers do not receive poor quality broadband services. 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:. . It’s worth checking with them that they’ve finished installing the Openreach equipment, and that nothing’s missing or damaged. Openreach looks after 192 million kilometres of network cable, 110,000 green cabinets, and 4. Openreach seem to have broken my phone line. Sky have told me that there is no info. 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. 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. 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. If you just wanted to vent you've done it without messing up aI placed an order for FTTP back in early September. This is a 365-day 24/7 service with the ability to log faults. Regards, Karl. 95 per month per line; fault response within 6 hours; £5. 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. Delayed repair following a total loss of service . Off. 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. 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. The last note was left on 04/05/2020 indicating that further dig work is required due to the location of the fault. 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). Broadband issues: text HELP to 61998. 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. 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. Before you start the conversation, be clear in your own mind what the problem is - and how you’d like it resolved. | 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. 33 for the full day you had. 2kWp system, SE facing, >1% shading, installed March 2019. Watch our video to find out more. Tuesday, Jun 26th, 2018 (8:48 am) - Score 1,592. 13 January 2021 at 10:41PM. The contract with openreach is held by your ISP. Total Cost: +Vat Depending On how Long it takes and what parts are used Min Visit Charge £130. I think that Openreach is trying to avoid to fix the real issues and trying to ride a dead Donkey so to. 14-10-2017 10:40 AM. Change your wireless channel - TalkTalk Help & Support Karl. 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. Some can take minutes, some can take weeks. If you can prove a fault they have to fix or compansate. i do rely on a landline as im 69 in fraile heatlth since my husband died in febuary. Fix 12-12-2020 1:47 PM. I do not need to be my property for the visit. This was at 11. They can also contact us to help them fix the issue. My service is called Fibre 35, it is not FTTP. Can someone give an estimate as to how it takes openreach to fix a jumpering issue at the exchange. 0 Likes. How long should it take to fix a fault? There are different guarantees depending on your broadband service level. Please let us know if you do experience any further issues. Level 4 Clear. So bascially I took a. 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.