Hi -
I renewed earlier this year (20th of March ) to get 18 months of Fibre 35 (contract runs till Sep 24). Overnight (around 2pm) my DSL router lost sync. When I looked at it this morning the line status showed up as 'silent', I check my landline, again dead. Both services are provided over copper, to an openreach mk4+ master socket.
Talked to the chat support and kept getting passed between teams (well over an hour) until someone managed to create a ticket for me and told me to ring phone support.
When I rang I was put through to the Full Fibre team (which is ironic as when I previously tried to take CityFibre they were virtually impossible to contact) to be told that of the two systems they could see my line appeared to have been disconnected in one. They kept asking if I wanted to go through to the sales team to restart my contract from scratch and I kept insisting that I hadn't cancelled (if I had TT would have sent me notification of cancellation and billed me) and that they put me through to the Copper team. This I managed after an hour and half after requesting an escalation repeatedly
I then spoke to a Technical Support person who assured me that they would reverse the disconnection in two/three days and to expect a call from someone senior in the team to tell me my service was back online.
Trouble is I'm not sure I completely believe them. Googling, a number of other people have had similar experiences, is there a particular team to whom I should be directing my queries?
