Net been down for a week (TitanADSL).

moosticks

My net has been down for a week tomorrow. When I called last Tuesday to find out the issue I was told it was a BT outage in my area and that it would be fixed by 5pm that night.

Next day, nothing. Apparently it was to be fixed by 6pm that night.

Thursday they told me the BT problem was fixed and weren't sure why my Internet still wasn't working. They said they'd call back when they spoke to BT. Did they? No.

Nothing Friday. Closed for the weekend. Today i called the moment the lines opened. Was told I'd get a call back by 1/2pm. It's now 4pm, no call back, the lines are busy (have been for 1.5 hours) and they close in an hour.

I'm really annoyed. Is there anything I can do about this? I feel like they're just giving me the run around. I've been with them over a year with no issue, though, so I dont understand why! Nobody will tell me straight what the issue is.

Has anyone else had this?

eldar_2

this doesnt sound like titan at all, they are v good at jumping onto BT.

Most ISP's are at the mercy of BT so if there was an outage and your service hasn't come back it does sound like BT has messed up something and are not admiting to it or failing to identify where the fault is.

I had a frined of mine who was a BT engineer and the stories that he told me how BT messed about the internet company and how they will then indirectly market their services to the annoyed customer instead.
v cheeky what BT do oh and plusnet are owned by them as well so stay clear of those two companies.

penrhyn

HI OP What happens when you reboot your router?

moosticks

So far, nothing when I reboot my router. Been doing it several times a day.

Eldar: I did think this was odd from Titan, although it was the not phoning me back (twice) when they said they would that really got to me. I sent an annoyed email and received a call within 15 minutes. Still no net, but apparently it'll be back by "end of play" today. I'll believe it when I see it!

eldar_2

moosticks wrote: »

So far, nothing when I reboot my router. Been doing it several times a day.

Eldar: I did think this was odd from Titan, although it was the not phoning me back (twice) when they said they would that really got to me. I sent an annoyed email and received a call within 15 minutes. Still no net, but apparently it'll be back by "end of play" today. I'll believe it when I see it!

I have been with them since 2007, never had any issues and when i have had to contact them they always sorted the issue for me.

Sounds like BT have messed it up badly.
I would say give them a little time.

macman

Is the line completely down (do you have no dial tone on it)? If so, then you need to report it to your line rental provider as a line fault (it's not a broadband fault).

moosticks

I get my phone through them, too. And yes, completely down.

eldar wrote: »

I have been with them since 2007, never had any issues and when i have had to contact them they always sorted the issue for me.

Sounds like BT have messed it up badly.
I would say give them a little time.

How much is "a little" time? Is a week not enough?! I have been with BT before, I know they are a bunch of incompetent asses, I guess it's just frustrating that a seemingly good company are at their mercy.

I'm glad to hear that this is probably a BT error, though. Like I say, never had a problem with titan before. To the point for the first time ever I'm moving house and not changing provider. Arranged that with them the day before this all kicked off. Thought I'd tempted fate!

penrhyn

Titan supply both your services, so its up to them to arrange for BT Openreach to sort out the line fault. Have they done this?
From my own experience BT OR are very good at sorting out problems, I've had them 3 times over the last 12 months, and all my services are from Sky. Maybe it varies area to area.

syko29793

If you have placed a home move order with them then they may have disconnected your service early by mistake. Would explain why both line and broadband have gone off. You say it all happened the day after you arranged the move. coincidence?

eldar_2

That could explain a few things. I had a chat with my friend the ex BT engineer and he said sometimes the engineers would dissconect the service early without notifyling the ISP and some ISP's would log faults against this not knowing. My guess is again like i said BT has borked it up.

moosticks

I still have no Internet. Moving house in two days, so I give up chasing it for now. Everything I have been told - from when I'll receive a call back, to the fact two engineers were meant to come to the premises, has/have not happened. I have no doubt in my mind that BT have messed up, but I also feel Titan could have handled this better.