We've had no broadband or phone service since approximately 4.40 pm on Tuesday, 20th November. All we get on the router is a flashing green arrow and on the phone display it says "Please check line cord." Despite numerous efforts I haven't been able to get through to customer services and online help's not working either. I can't even get a status update, so all in all, this is completely unacceptable service for what we're paying.
If it's any help I'm in South London; Crystal Palace to be precise. I'd be interested to know if anyone else in the area's having the same problems.
Try calling "Retentions" on 0345 454 1111 (or 150) options 1-1-4-5 "thinking of leaving" then “technical issues” – (They are open Monday - Friday 8am - 8pm and on Saturday from 8am - 6pm. - 08.01 is best!) you have a better chance of getting a UK call centre (it might still be a 30’+ wait though) who will be more understanding and helpful. Tell them your problem - and they will give you best information and/or try and sort it for you as it’s their job to keep customers.
-------------------- Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.