No Broadband Since Jan 29th – No Resolution After Multiple Calls

[Brixton]

Hi all, Hoping someone here can advise. I have had no broadband since January 29th, and despite speaking to multiple online assistants, I keep getting the same scripted response: “Come back in 7 days.” This doesn’t make sense because it’s now day 14 with no service. I’ve had money deducted for this period but still have no fixed repair date. I’ve also noticed no activity at the mast opposite my home, so I have no indication that anything is being done. The network status says: We're working on fixing an issue in this area at the moment. We're sorry for any disruption this may be causing. We hope to have things fixed as soon as possible and will add any updates here. I feel completely stuck, as every response I get seems to be scripted, and I’m unable to find any real answers. If anyone has experienced this or knows how to escalate effectively, your advice would be massively appreciated.

[PeteG]

Hello there.

It sounds like a frustrating time. From what you've advised, it seems like the engineers are already aware of the issue, but for whatever reason the repairs are taking longer than normal. The 7 day wait is typically advised when a specific fix date hasn't been provided by engineers. 

Since it's been 2 weeks, I'd imagine it's a complex issue. There isn't really anywhere the issue itself can be escalated to since the engineering guys are already working on it, and they are effectively as far as that part of it goes. If you're looking to escalate your concerns as a complaint though, you can do that and the team can log your dissatisfaction with the experience. It's with them you can also highlight that you've had money deducted for the period that's been without service. 

Pete.