Forum Discussion

Mattyjake's avatar
Mattyjake
Joining in
5 months ago

Outage in my area for over two weeks now.

I’ve had an outage in my area for over two weeks now. Customer support is either impossible to speak to a real person or just outright unhelpful and rude. There’s no in-between. All I want to know is how long this is going to take. According to the app it’s “damages fibre cables” but i can’t see how that would take this long to fix. Especially when half the time there’s no engineers anywhere near the apparently effected area. 

  • jbrennand's avatar
    jbrennand
    Very Insightful Person

    Try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.
    The "compensation "timer" can also be started on this number if appropriate.

  • Hey Mattyjake, thank you for reaching out and a warm welcome to the community I am sorry to hear about this.

    These job can often take a while, if the cable is damaged we would need to get planning permission to fix this.

    As mentioned if you keep an eye on the above link or number any updates will be posted there. 

  • nodrogd's avatar
    nodrogd
    Very Insightful Person

    Mattyjake wrote:

    According to the app it’s “damages fibre cables” but i can’t see how that would take this long to fix.


    The fibre cables go for miles to a regional headend, so the break might even be in the next town. As for how long it takes to fix:


    Guess which one is yours?