NOW broadband - no phone line or internet for 12 days

[mrsmac6]

NOW no longer have community forums so am giving it a shot here.

Have had no phone line and therefore internet for 12 days. Openreach sent engineer out a week ago. Problem was identified as coming from a junction (?) on a nearby road. The work would involve temporary traffic lights begin installed, so council need to get involved (I assume). Engineer said 'a few more days'. Radio silence since.

NOW are being fairly useless and not remotely proactive about dealing with this. Every time I call, they either can't tell me anything or tell me Openreach have scheduled an update 'in 2 days' time'. The update either never happens or doesn't give any new info. No one is telling me anything and there is no sign of any work being done.

How can I escalate this? NOW's complaints procedure is useless. I'm trying to run a business from home and there are elderly relatives I need to use the landline to contact.

[daveNOS]

@mrsmac6 The only way to escalate the issue is to raise a formall complaint with NOW, however its unlikely to speed up the repair as Openreach will be at the mercy of your local council adn from my experience they drag their heals when issuing permits for works that will impact road use( i had the misfurtune of needing similar work a few years ago and it took months).

Running a business from home won't get you any more priority unless its a dedicated business grade service,  even then repairs times are not guaranteed when a local council has to be involved.

[mrsmac6]

This is really useful, thanks. Rather what I suspected and feared. I think no point trying to get anywhere with NOW as they just say they're at the mercy of Openreach. What I have done is email my local councillor to see if he can get anything moving along. I hold out little hope there either, but I feel I have to be doing something.