Forum Discussion

londonvoyager's avatar
londonvoyager
Joining in
2 months ago

Weeks without broadband, repeated fix timing slippages, no firm fix date - what to do?

Hi everyone, I’ve been without broadband since 26 September due to an area fault (ref F012012658) and I’m now weeks in with no end in sight. The estimated repair date has slipped over and over: first “same day,” then 1 Oct, then 2 Oct, then 6 Oct, then pushed to 8 Oct, then again to 15 Oct. 

I have a formal complaint open (C-2609253627). I work from home on Fridays and have just started a new job; I’m relying on mobile tethering to send emails, Teams calls are unreliable or fail completely, and this is causing a tonne of stress. 

Every couple of days an engineer seems to turn up at the cabinet on the road for 20 minutes, leave, and then the ETA to fix is pushed back by another week, there doesn't seem to be any urgency to actually fix the problem.

I’ve asked for a deadlock letter so I can take this to the Ombudsman, but the team is refusing to issue one for another 28 days, while also refusing to provide any realistic, fixed timing for a repair or explain what’s actually being done to prevent more slippage. I’ve been told automatic compensation is accruing, but compensation isn’t the priority, I just need a stable connection back.

Does anyone have experience in what else I could do at this point? I'm at my wits end in terms of how to solve this one. 

7 Replies

  • Akua_A's avatar
    Akua_A
    Icon for Forum Team rankForum Team
    2 months ago

    Hi londonvoyager 

    Welcome to our forums, and sorry to hear of the experience you have had with no service. We can assure you that this is not the level of service we look to provide, and we want to best help. We can, however, see that you have recently been in contact with our team. Do you need any further help from us here? 

    Thanks,

    • londonvoyager's avatar
      londonvoyager
      Joining in
      2 months ago

      Hi thanks very much for getting back to me - unfortunately we continue to be without broadband and ETA for fixing the area fault is still October 15th, which would be fine except the deadline keeps moving back with no end in sight, would really appreciate any help or advice you can give on this one.

      • John_GS's avatar
        John_GS
        Icon for Forum Team rankForum Team
        2 months ago

        Hi londonvoyager 

        Thanks for coming back to the thread. We're sorry for any service issues. Upon checking this, the estimated fix date is today at 6pm and we're hoping it's fixed sooner for you.

        Best wishes.

  • londonvoyager's avatar
    londonvoyager
    Joining in
    2 months ago

    Thanks very much for your reply. Unfortunately, the ETA for the fix has just been pushed back again to the 17th. This has been ongoing since 26 September, and it seems the engineers sent so far have only been scheduled for short visits rather than being able to complete the work in one go. Is there anything further that can be done to escalate this? Our broadband is now effectively unusable, and the gaps between engineer visits have been several days each time.

    • Martin_N's avatar
      Martin_N
      Icon for Forum Team rankForum Team
      2 months ago

      We do apprecaite your frustration with this londonvoyager. The team will be working to get this resolved as soon as possible. Our apologies again for any inconvenience. 

      ^Martin

    • Chatso's avatar
      Chatso
      Just joined
      2 months ago

      I’m also in the same boat. Total blackout since 19th September! Same issues with timeframes being pushed further back. It was meant to be fixed yesterday by 15.10 and the new timeframe is 22 October by 4.10pm..

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    2 months ago

    How are you managing for broadband? One way is to get a MiFi router and a data-only 4G SIM card. In most cases the SIM is activated for a fixed period, commonly 30 days, and you can easily add credit if needed.