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s9750's avatar
s9750
On our wavelength
3 days ago

Broadband issues

I live in the EH52 area in West Lothian. Had issues with our Broadband yesterday morning and after all the checks an engineer visit was booked for Saturday. Late yesterday I got a message to say the engineer visit was cancelled and that they were now aware of an issue in the area that was causing the problems with the Broadband and TV services. The estimated fix time was today at 1408. That has just been changed to 26th at 1008. Is this serious? Are we expected to be without the services for 6 days? Can someone please confirm this, surely with that length of outage we should have been contacted directly, should we not?

1 Reply

  • John_GS's avatar
    John_GS
    Icon for Forum Team rankForum Team
    12 hours ago

    Hi s9750 

    Thanks for posting and welcome back to the community. We're sorry to hear of any Broadband issues and the fix time has been changed. We can assure you it's not the level of service we aim to provide. Whilst we do our best to run a fault free service sometimes these things do happen. We'll always aim to have you back up and running ASAP but, in some instances, this can take longer than we'd like. 

     

    You are affected by an intermittent issue, fault number F011963420. The estimated fix date is the 26th but we hope it's fixed sooner for you.