Internet outages, engineer visits for priority support.

[dsmith4]

Hi over the last few months I have had my Internet drop out on 4 separate occasions. Each time it has shown access denied. The hub is constantly trying to connect and there are messages about updating in the hub. I had phoned to arrange an engineer visit which should be a priority case due to a spinal cord injury left me paralysed from the chest down. I booked an appointment with support and they said I should have been contacted that evening or the next day about an engineer visit. The automated email I got said the 6th so 3 days. When I queried this with support I was told that this email can be ignored and the engineer should visit the next day due to being a priority case due to my injury.  There was no engineer visit and the Internet has just gone down again. I phoned up support again but this time was told no engineers work bank holidays. I am not impressed by this level of service and getting told different stories by different customer support reps. I am expecting my Internet to come back about midnight tonight if it follows previous outages.

[jbrennand]

Can you check to see if there is a "known" general fault

First try the “check service,”Area status webpage" (link at top right of this forum)

Next 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 down to postcode level.

Report back what they say.

[Hayley_S]

Hello @dsmith4,

Welcome, thanks for posting.

I am so sorry for the issues with your broadband.

Can you please tell me what it says on the number provided by @jbrennand? 

Many thanks,