BT OpenReach internet fault for over 2 weeks - caused by rain?

TangoFiver

Hi all, am writing this on my parents behalf...

They are retired and live in North West Scotland, and I wouldn't say they're vulnerable, but could certainly do with the Internet!

They've been told by BT that heavy rain has caused the fault in their line. After a bit of reading, is this likely to do with the underground copper wires being exposed to water?

BT seem to accept that it's their problem, but also seem to be 'passing the buck', saying it's to do with 'Embark' or 'End to End Solutions', who I can't seem to find anything out about?

The neighbours still have their internet, and BT say that it's because my parents are 'on a seperate line'.

Apart from finding the address for OFCOM & learning that BT's CEO is an ex-banker, I'm kinda struggling...

Does rain really cause internet faults?

Do BT have a timeframe of how long they can leave customers without broadband? (their landline works)


Thanks in advance for any help/advice/guidance!

force_ten

are you sure they said embark ?

I suspect they said MBORC (Matters Beyond Our Reasonable Control) the problem was caused by the weather so beyond their control

Does rain really cause internet faults?

yes the weather can affect service and it can be only one customer that is affected by it

sorry cant help with timeframe

Buzby

Goodness yes - usually xDSL is the first service to go whilst the landline continues (relatively) unaffected. All your folks need do is report the fault and Openreach will add it to their to-do list. The good news is to remember to insist that your Internet charges are rebated until full service is restored. Until then, a mobile option might be a useful backstop until service is repaired.

TangoFiver

force_ten wrote: »

are you sure they said embark ?

I suspect they said MBORC (Matters Beyond Our Reasonable Control) the problem was caused by the weather so beyond their control

Ah that sounds quite likely, Thank you :beer:

TangoFiver

Buzby wrote: »

a mobile option might be a useful backstop until service is repaired.

They have mobiles, but no mobile internet signal where they live

JJ_Egan

Is that no signal from any network??

TangoFiver

JJ_Egan wrote: »

Is that no signal from any network??

No, it's just from whoever they're with, and they're not going to be able to start getting different sim cards to try etc


So when an MBORC is in place, does that mean that BT are under little obligation to re-connect people within a certain peiod of time?

Is it worth writing to OFCOM, BT's CEO, local MP etc?

Does anyone know who/what 'end-to-end solutions' is?

If rain damaging connectivity is a common issue, I presume that replacing the infrastructure would be a more costly than repairing current cables?

JJ_Egan

Broadband is not classed as a necessity .
Dont see why the CEO or Offcom or your MP should be contacted .How many months has the problem been waiting for a fix .
Its going to be a question of one its the holidays two where in the queue the repair job is and the length of time to actually repair or replace.

TangoFiver

It's just that they feel that they're not being listened to, and want to do something about it, and without the internet for Email, they were just going to try writing letters to others, purely because they feel that Openreach aren't listening to them...

So any idea of why BT/Openreach mentioned 'end-to-end solutions' to my parents?

JJ_Egan

Open Reach do not deal with the public .
End to End could well be they want to relay a section of cable .


What do you mean they are not being listened to ??
Presume they are not on the BT Vulnerable Customers Priority Fault Scheme ( though not sure if vulnerable = line or broadband )

Reported the fault given an indication that its not a simple job .

flashg67

It took 3 weeks to have a new cable fitted recently for me, so don't hold your breath!
Plusnet were able to give me an estimated repair date, which was pretty accurate, so BT should be able to also?
Otherwise, not much you can do but wait, and request a refund of charges once fixed