No Infinity since Mon 1st Dec - Please help!

Question

Hi there,
My Infinity has been down since Monday 1st December with no sign of any real progress being made to get it back up and running again and with Xmas looming and the need to WFH regularly, I'm hoping one of the mods can assist me please?
Timeline of issue and events as follows:
Mon 1st Dec - Lost connectivity at around 6AM and whilst it was back up for a brief period (10 mins or so), it dropped again shortly after. Symptoms are no DSL light on the Openreach modem.
Tues 2nd Dec - Service still down so I called the fault line which advised of a major service outage in the area and possible faults with phone and broadband with a fix ETA of Sat 6th Dec.
Sat 6th Dec - Fix ETA moved to Mon 8th Dec at 9AM
Mon 8th Dec - Returned home from work to find DLS light on OR modem was still down so called BT and the agent went through the basic line checks and tests for an hour and then advised that I would need a callback from the Service Monitoring Team so that was arranged for Tuesday 9th Dec between 20:00 and 21:00
Tues 9th Dec - Guess what? No callback from Service Team so I contacted BT again (queued on the phone for over an hour) and whilst the agent was apologetic and despite my best efforts in trying to request either to speak to a manager or to have an OR engineer sent out to check my line, the only thing she could offer me was another promised callback from the SM Team this evening (Wed 10th) at 18:00
Whilst I appreciate that there are processes that need to be followed, I am not confident that I am definitely going to be contacted this evening and even if I am, that the issue is going to be resolved there and then over the phone.
I have also spoken to some of my neighbours, none of whom experienced the outage so curious how a major service outage can only affect one property (not looking for an answer on that one and working in IT, I have an understanding of the complexity of the infrastructure so appreciate that this isn't entirely impossible but just curious if this was the actual cause..)
So as I'm becoming increasingly frustrated and desperate, is there any chance of some help here please?
Thanks in advance

Answer 1

Andy9895 wrote:
Not impressed with BT have not had Broadband for several days now, same as you no DSL light. All the call center keeps telling me to do is unplug and replug cables and reset power, all the time I'm telling them its no DSL and reseting the wireless box will not fix this. Now all I have is a pre scheduled call back service!!! Where is the customer support we pay for???
does your phone work?
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.