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After 5 long months of severe broadband disruption to my house, BT and Openreach have found a REIN issue caused by a faulty equipment in a neighbour's house. BT have declared it as deadlock situation and told me that they cannot do much as the neighbour is not cooperating. I'm fed up with 2Mbps that too for only 10-12 hours a day. I live in a small close of 4 houses with 3 BT (including me) and 1Sky Fibre optic broadband connections. My neighbours do not have any problem. I was getting 44 Mbps until January this year. I'm not in Virgin coverage area. What are my options? I cannot go on like this. Thanks for your advice.
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You can try the regulator, they may be able to help.
Have you spoken to the neighbour? What is the equipment? Is it expensive? Can it be replaced easily?
I'm suprised your line is the only one affected.
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Thanks for your reply. I'm in the process of filling in a complaint to Ofcom. BT said they can't divulge the details of the neighbour.
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Register (or login) on our website and you will not see this ad.
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grab an old AM radio and go for a walk and find it?
a small repair may be all that is required, not necessarily a whole device needing replaced.
http://www.kitz.co.uk/adsl/rein.htm#REIN_identify
Edited by j0hn83 (Tue 25-Jul-17 02:14:50)
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Be careful though, many things make REIN type noises on a MW radio, but are not sources of REIN.
As Lee mentions, odd that it affects just you, if it is REIN.
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I assume Openreach have spoken to the neighbour? Given you've said they're not cooperating.
If so, isn't it a simple case of knocking on each of your 3 neighbours and having a chat with them, explaining the issues said item is causing you and see if you can come to an agreement.
Often the personal route is more accepting than the corporate route for some people.
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1. REIN is Electromagnetic Emissions.
The Electromagnetic Compatibility (EMC) Directive 2014/30/EU ensures that electrical and electronic equipment does not generate, or is not affected by, electromagnetic disturbance.
So by law BT is responsible for supplying equipment to meet the EMC directive.
2. You will have a contract with BT which guarantees a broad band service within certain speeds - it will state something like 43 to 53 Mb with a min of 40 Mb.
3. BT speed test only gives a max speed and the test is like saying there is a pipe which could supply say 53 Mb - problem is that they forgot the pump so no water flows.
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No one said it was BT's kit causing the problem. It will be the copper line that is picking up the interference, not the OP's router.
Openreach have zero powers to make someone turn off or replace any equipment which may be causing the problem.
If Openreach cannot resolve and as a result BT cannot supply the service, then the OP will be offered out of their contract. Simple as that.
Not sure your analogy in point 3 makes any sense.
Edited by deleted (Tue 25-Jul-17 09:53:23)
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No one said it was BT's kit causing the problem. It will be the copper line that is picking up the interference, not the OP's router.
Openreach have zero powers to make someone turn off or replace any equipment which may be causing the problem.
If Openreach cannot resolve and as a result BT cannot supply the service, then the OP will be offered out of their contract. Simple as that.
Not sure your analogy in point 3 makes any sense.
But OFCOM can ... the problem will be getting them to act when just a single user is affected.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
M H C
taurus excreta cerebrum vincit
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Indeed, which is why in my first reply I advised contacting them 
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You seem to be misinformed.
BT is supplying a service. The cable and the router - if supplied buy BT is part of that service. ( Openreach is only legally a subcontractor). The problem is if the REIN is causing interference the the BT broadband icannot sync properly and Pings > 100 ms, long latency, packets dropped and the apparent broadband speed will be all over the place.( even drop away totally)
This can even happen when Repetitive Electrical Impulse Noise (REIN) and Single Isolated Impulse Noise (SHINE) are not evident.
BT supplied a Netgear router to me because they could not get the Smarthub5 to work because the hub would not sync. The BT exchange equipment is not robust and therefore the service does not meet contract.
Hence pipe but no water.
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If the device can be identified and owner of it insists it remains then maybe chasing for a product replacement with the supplier of device quoting CE regulations at them might get somewhere if its fairly new, or if its not expensive just sourcing a replacement yourself may help.
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The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
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Having worked on REIN issues in the past, I'm far from misinformed.
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And there is zero obligation on BT to provide the service, under consumer law so long as they've undertaken reasonable steps to fix the issue (which sounds like they have) then they can put their hands up and say we've tried and give you the choice to walk away without any penalty.
Once the Broadband USO is in place things may be different, but even then they will not be able to seize REIN producing kit, and they will be cost limits involved to bring a premise above 10 Mbps.
Exchange equipment is irrelevant since we are talking Fibre to the Cabinet.
There is a small chance that trying a different modem on the line might help, but no absolute right to request that BT go through the permutations of kit, i.e. MJV you were lucky
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The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
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This was my thinking.
I've known it happen where Openreach couldn't get in touch with the owner of the problematic kit and thus deemed them non co-opperative.
When the customer having the problem spoke to the neighbour they were quite shocked as rhey had no idea. They were happy to split the cost of replacing it. It was an old "faulty" Sky box.
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Sky box,
Florescent lights
Treadmills
The oft cited sources.
Polite chats with the neighbours is the best way forward, Ofcom is unlikely to act for just a single user affected.
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The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
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Thanks. I've asked all my 3 immediate neighbours. Openreach have not spoken to any of them. It feels like the problem is with one of the houses on the Main Street.
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BT verbally accepted to cancel contract. I insisted on them sending an email which they did. But they are refusing to let me go without a termination fee! They say the email is not binding. I've got less than a month to go. Can't wait.
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BT are not allowing me to cancel the contract without a penalty! I've tried 3 Smart hubs, 1 home hub 5 and 1 TP link Archer modem router. No use whatsoever.
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The strange thing was I was getting uninterrupted internet connection albeit @ 4Mbps. When I called bt they said they've reduced the speed on my line to achieve stability. And that if the speed was increased, I would start having interruptions again for long hours. I told them to leave it as it is. But the connection became unstable with no internet for up to 12 hours.
Another strange observation was, my WhatsApp used to work all the time despite BT hub flashing orange ( this indicates no connection) !
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Changing routers and modems isn't going to help if, as BT have apparently told you, the problem is due to external REIN. Similarly changing ISP is unlikely to help unless you move to VM or one that doesn't use the copper line between your property and the cab.
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If it is regularly only running at 2 Mbps then this is well below the minimum speed you were promised I assume, and thus quote the Ofcom Broadband Speeds Code of Practice at them.
The problem for you though is if you leave what are you going to do for broadband, since the REIN will be present on other VDSL2 services.
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The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
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My current lower price BT offer ends in few weeks. I'm moving to a provider that offers cheaper monthly rolling contract. I've been told VM is expanding in our area (I can see them digging the roads in my neighbourhood). I'm hoping it won't be too long before VM arrives. In worst case scenario, I'll need to manage with mobile broadband.
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Interesting read. Not sure why people feel the need to go straight to the papers though. Nowhere in the article does it state that the guy with the problem contacted his neighbours about the REIN issue. If i was told it was a neighbours house, the first thing i'd do is go knock at their door, not contact the telegraph.
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More rubbish from the tabloids
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I don't disagree with you but i bet there are plenty of folks out there suffering from REIN issues and i guess the more people that know about it the more pressure there is openreach to sort out those problems.
"There is only one Openreach engineer in the south-east, and he is available so infrequently and he is so busy"
If that statement is correct then openreach need to get it sorted. Then again, i know very little on the subject and should probably keep my trap shut.
Edited by deleted (Fri 28-Jul-17 13:20:56)
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If they haven't been in the neighbours property because they have no right of access, how do they know it's the kettle? Answer is they don't. It's just a made-up article.
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Oh its definitely a clickbait title but we have no idea if the article is fake or not.
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Only one Openreach REIN engineer in the South East ?
Pure lies.
There is two on my team alone, and on my old patch there were 6 of 'em.
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Good to know. I wonder who they were quoting then.
Ah, what has our media come too.
Scratch that, the guy having the problems said that. So basically he's the one that's been misinformed or straight up lying.
Edited by deleted (Fri 28-Jul-17 17:14:14)
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He's certainly trying to make some noise
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He don't like Sky very much does he
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Hi everyone
Just an update
I switched to Now TV broadband as mentioned earlier.
There was a problem initially but they sent an OR engineer who reset the connection.
As if by magic, the problem has vanished.
I am getting very good speed now and more importantly, uninterrupted connection for the past week.
I wonder where the REIN story given by BT came from. Never going to have BT connection again.
Thanks everyone for your help.
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I would be inclined to disagree with you considering there is None up here with the nearest one being a considerable distance away. Seems the south-east has a similar issue.
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Except I am in the South East, and they have vans to travel in.
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Thank you for coming back to update your thread.
Glad you are sorted.
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Post deleted by MrSaffron
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Also we are thinking twining it with a low capacitance surge protector designed for VDSL and while it wont stop a lighting strike it will offer some protection as most people dont have any
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Need to remind the poster about the site rules with regards to advertising http://forums.thinkbroadband.com/faq_english.php#rules
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The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
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, i am writing for the Parliamentary Review in 2018 and this device will help many
Im not trying to sell anything dear fellow... so much for trying to help others
Edited by deleted (Mon 27-Nov-17 22:38:53)
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And the relevance of Parliamentary Review to offering samples of a REIN filter?
If the intent is to publish details of the design in that publication, then perhaps come back when it has been, and/or making it much clearer.
For all anyone knows you could be someone phishing for peoples details, not saying you are, but remember anyone can post anything
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The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
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Basically we have a device that has recently been tested by YORK EMC Laboratories in Bristol and will feature in next years review , we are fronting the technology section and were just looking for a few people who have the REIN issue to provide back up to our field testing
thats it....
nothing more and nothing less , you wont be hearing from us again thats for sure .. good luck
Edited by deleted (Mon 27-Nov-17 23:26:44)
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So if someone turns up at your office door offering something you don't have doubts and ask questions?
The post was removed because in your first post you were asking people to contact you and gave no provenance to who you were, what you were doing and what company you represented.
Will be interesting to see whether this is just another notched filter, or something that can cope with wideband random interference without unduly affecting the VDSL2 signal. The real money will be in not selling the technology if it works as a consumer filter, but selling rights for vdsl hardware manufacturers to incorporate it into modems
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The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
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