Is BT (British Telecom) having an outage in Northampton, England?

Adam Newman (@Adamtnewman) reported 10 days ago from Daventry, England

@BTCare I’m pretty sure I’ve never set up a payment pin. But i need one to buy the boxing pls help!!

Rodney Marks (@rockingrodders) reported one month ago from Kettering, England

@BTCare No I was just making a point that there are often limiting factors wherevyoubrouter can be sited. IE where your master socket is. My signal is poor in some parts of the house, 1 is 20’ from router on same level clear route. It’s a lottery.

Louise Brockbank (@LouiseBrockbank) reported one month ago from Northampton, England

@BTCare what’s the best way to contact you around poor connection in my house on the Wi-fi? Sometimes it’s unusable.

Craig Hawker (@CraigHawker) reported 2 months ago from Wellingborough, England

@BTCare For clarity: loaning me a refurbished home hub (charge me if I don't return it, by all means) to allow you to take the logs you want would have resolved this straight away. I'm only saying that to - hopefully - help you improve your service in the future.

Craig Hawker (@CraigHawker) reported 2 months ago from Wellingborough, England

@BTCare Me too, but it is what it is. The quality of the technical service has always been great, and I certainly would have stayed if it had not been for this recent VDSL issue which support won't look at. If your processes change then maybe I'll be back in the future.

Craig Hawker (@CraigHawker) reported 2 months ago from Wellingborough, England

@BTCare loyalty team just got a reality check. I'm sorry for the lady, but if your technical support refuse to support customers, and you ask me why I'm leaving, then you're going to get my honest response.

Craig Hawker (@CraigHawker) reported 2 months ago from Wellingborough, England

@BTCare However, I feel we have come to an impasse. BT will not look into the issue because I am not using a home hub, yet I am not willing to sign an additional contract simply for you to collect logs. Thank you for your time.

Craig Hawker (@CraigHawker) reported 2 months ago from Wellingborough, England

@BTCare No network issues have been identified simply because you "cannot test" without the home hub. That's not what that point says at all; it says you are not responsible for the equipment. I can provide logs proving the line issue and you can see the degredation of the line profile.

Craig Hawker (@CraigHawker) reported 2 months ago from Wellingborough, England

@BTCare FYI: I am not asking for support on my router. My router has been working fine for years. I am asking for support on your service.

Craig Hawker (@CraigHawker) reported 2 months ago from Wellingborough, England

@BTCare Can you point me to the specific section? I can see a definition of equipment, and some clauses that refer to you not supporting customer-provided equipment, but none that mandate the use of said equipment for the service to be supported. Thanks Dee.

Craig Hawker (@CraigHawker) reported 2 months ago from Wellingborough, England

@BTCare @Plusnet Asking me to re-contract simply to diagnose an issue which appears - at this juncture - to be within your network is not an especially customer-first attitude. I know the VDSL dropping could be a number of things, but it is highly likely those things originate outside of my kit.

Craig Hawker (@CraigHawker) reported 2 months ago from Wellingborough, England

@BTCare @Plusnet Yes, it was broken so I threw it away. I appreciate trying to get logs, but the VDSL is being dropped many times a day. This will be logged at your side too.

Craig Hawker (@CraigHawker) reported 2 months ago from Wellingborough, England

@BTCare Yes, they suggested that I phone your sales line and subscribe to a new contract where - and I quote - I "may even get one free, depending on my new contract". This is a support issue, not a sales opportunity.

Craig Hawker (@CraigHawker) reported 2 months ago from Wellingborough, England

@BTCare If you guys require a home hub to diagnose issues then I am not sure where we go. I am not extending my (already expensive) BT contract simply for you to be able to diagnose the service I already pay for.

Craig Hawker (@CraigHawker) reported 2 months ago from Wellingborough, England

@BTCare I already have a chat going. So far as I can see your entire support structure revolves around having a home hub. Mine broke years ago.

Craig Hawker (@CraigHawker) reported 2 months ago from Wellingborough, England

Is there anyone @BTCare who can help diagnose a VDSL issue if I'm not running a home hub? Absolutely painful. Home hub not mandated for service, and I don't have one!

Dr Angie Bartoli (@AngieBartoli) reported 3 months ago from Northampton, England

@BTCare On the phone constantly running tests constantly- it’s an engineer we need not a link we can’t access without internet - shocking service

Dr Angie Bartoli (@AngieBartoli) reported 3 months ago from Northampton, England

@BTCare It is simple - we pay for a service you deliver. It’s been going on since Tuesday. I think we’ve been patient so far

Dr Angie Bartoli (@AngieBartoli) reported 3 months ago from Northampton, England

@BTCare It’s rubbish same circular conversation still no internet. We need engineer out today- always been a customer but this is making me look elsewhere

Craig Hawker (@CraigHawker) reported 3 months ago from Wellingborough, England

@StuartDavies @BTCare If they proactively provided the 4G-provided router then that would be useful; I can set up my draytek to automatically use it as a backup route if the VDSL dies. But it appears that it's on-demand as issues are reported, which is less useful.

Craig Hawker (@CraigHawker) reported 3 months ago from Wellingborough, England

I don't understand @BTCare's latest email. Is "Superfast fibre plus" basically just rebranded Infinity 2? I can't see BT Sport mentioned, there's some price freeze promise, and a 4G-backed router in case of issues. But it's basically the same tech, speed, etc., right?

Sara Turner (@_saraax) reported 4 months ago from Northampton, England

@BTCare any reason why we can’t connect to the broadband, the WiFi isn’t connected & the network isn’t even showing.

Marc Webster (@marc_webster) reported 4 months ago from Pattishall, England

@BTCare why is it that when my broadband infinity goes down AGAIN checking via your website reports back "everything fine", yet I am having to post via 4G as no wifi connection? 3 evenings of none or slow wifi out of past 7 #outofcontractsoon

Kris Hodge (@J3ddN3r0) reported a minute ago

@BTCare @caymsortweeted @BTCare any news on the timescale of outage. Losing business like crazy! #unemployedifthiscontinues

Matt Gilbert-Warsop (@bobmanuk) reported 2 minutes ago

@BTCare @OpenreachHelp 4 months waiting for you to organise a working phone line, it is STILL not working, Tried talking to BT staff and get hung up on. Im sick of the weekly promises just to get let down repeatedly

Jade Skilling (@jadeskilling_) reported 24 minutes ago

@BTCare I understand a lot of people on the site have had the same problem, so I don’t understand why it seems like this is the first time BT have heard about this site & the fact it’s a fibre connection?

Renico Nameplates Ltd (@renico_ltd) reported 31 minutes ago

@btbusinesscare help???

Jade Skilling (@jadeskilling_) reported 35 minutes ago from Coventry, England

@BTCare your customer service is HORRENDOUS... feel like you’ve never dealt with anyone moving in to a new build before because no one seems to know what to advise us?!?! So much conflicting information - so poor!

Barnesy (@oldsnotter) reported 38 minutes ago

Catastrophic experience with @bt_uk @BTCare Happy to have switched immediately back to @SkyUK Never again BT, never again! #MASSIVEFAIL

Renico Nameplates Ltd (@renico_ltd) reported 39 minutes ago

@BTCare @bt_uk we had a lovely engineer Craig, who has had to ask for a cable replacement. But...4 days to change a cable? Our business has no phone or internet access? #help #nouse

Chris Chilton (@Chris181266) reported 41 minutes ago

@BTCare If this is any help these are the numbers they used to call me 01639676590 & 01639678450

Andy Johnson (@AndyJohnson9511) reported 41 minutes ago

@btbusinesscare Still not sure with my router location that a 4G signal would be picked up by the dongle. #rurallife #oldhouses

They Say to Tweet (@TheySayIHaveTo) reported 50 minutes ago

@BTCare Unbelievable. You send out price change notifications during summer holidays and expect us to sort out broadband/phones at time of year children change schools. For the sake of 10-days your customer 'care' team cannot show flexibility on my current contract.