Unable to chase up a Broadband fault with BT.

Logged a fault with BT yesterday afternoon (17:00 hrs). They admitted the fault was theirs (externally) after the usual checks on router, filter, Master socket, et al. Promised it would be back by 21:00 and they'd ring to check all ok. It wasn't. They did ring at 23:00 (!) and again promised it'd be back on next morning (today), before 09:00. It wasn't. Called to check, promised mid morning. You've guessed it, a big fat nothing. Calls to the same number we dialled yesterday are now redirected to an answerphone.

Has BT run out of people, or is there some other more sinister reason why they won't answer their phones?

In reply to a post by G0AOZ:

Has BT run out of people, or is there some other more sinister reason why they won't answer their phones?

Sinister?

That's a very powerful word.

Do you mean that they may be being controlled by the CIA, who are out to get you?

Edited by RobertoS (Tue 09-Aug-11 22:24:55)

..... more sinister reason ......

Nah! that's just the way with BT CS at times I suppose

Mind you they're not the only ones with poor CS.

Hi G0AOZ

I have just seen you post and can look into this for you if you want. Just send your details to me via http://bt.custhelp.com/app/contact_email/c/4950

Regards David

Thanks David. Have sent relevant details as per the link provided.

After numerous phone calls I'm pleased to report that the problem has now been resolved. A BT engineer visited the (home) premises and changed the router for a BT Home Hub v3.

Since the original router works fine elsewhere, a replacement gave the same results, I'm suspecting BT made an undocumented change of ADSL logon details.

The Home Hub requires no username or pasword to be programmed in, so I'm assuming this information must be in the Radius server under the telephone number to which it's attached. Is that right?

In reply to a post by G0AOZ:

After numerous phone calls I'm pleased to report that the problem has now been resolved. A BT engineer visited the (home) premises and changed the router for a BT Home Hub v3.

Since the original router works fine elsewhere, a replacement gave the same results, I'm suspecting BT made an undocumented change of ADSL logon details.

The Home Hub requires no username or pasword to be programmed in, so I'm assuming this information must be in the Radius server under the telephone number to which it's attached. Is that right?

?
You say the problem has been resolved, ie fixed.

Yet you also say the replacement hub does the same thing, so it isn't fixed.

???

I have had problems with BT on my 2 home lines. Long story cut short: While BT were here, he moaned about his wages - so - friend hired him to do work and only charged £100. Great - for her.
Meanwhile, here, he borked my line up to lower than I had.
He got 0 sheckels off of me. I never had such a crepe service by a runt before. Next time I shall place my brain in gear, it shall be for a very good reason. Enough said there.

I been waiting for 2 weeks now with a dead phone. They keep telling me a fix date then keep putting it back. Saw trucks working on the line no thursday but phone still dead and no trucks there today and they saying monday is fix date. Apparently alot of others off in village too.

BT are like the Government, completely unaccountable but then again there's no real competitors as even if you go for an LLU setup the copper coming into your home or business is still rented by the LLU provider and only Openreacj can carry out any work on it.

So there's no commercial pressure on them, I might have been tempted to kill the DD mandate though and pay half your bill via their site.

When they contact you just tell them you are paying for the proprtion of service you have received.

On second thought probably not the best idea as they would probably murder your credit rating.

Best just ring up several times a day and badger tham till they fix it and get your neighbours to do likewise.

If it goes over 8 weeks complain to Ofcom, I bet they wouldn't allow a corporate account to be without service for 2 weeks.

Absolutely dreadful that this kind of caper is allowed in 2011.

To be fair BT call my mobile everyday to update. But I plan to apply for a rental refund for the days past the original fix date depending upon when it's fixed. All my neighbours phones are working and they say because it is exchange side the cable has gone it's random whose phone is off so have no way of knowing.

I have had a problem with my BT broadband for over 6 months. I was getting a much lower speed than I should have beed (>2mgb and should be <3.5). BT sent an engineer 5 months ago who checked the line and agreed I was getting slower speed but could find nothing wrong. Replaced the wall box and said it would improve when BT Infinity was available in the area within the next month. Exchange was Infininty enabl3ed about 2 months later but our area was not, so no difference. After several call to BT custoemer service (:-))) ) I eventually got an engineer out who, when he checked the line, found I could get 7mgb but stated that the slow speed I was getting could be due to a loose connection in the street box. He went and checked it and a neighbour told him that everytime a BT engineer worked on the box he lost his line. This engineer then checked all the connections and YES there was a loose one that had not been secured properly (ok for general telephones but not broadband). He fixed it and came back to the house and checked the line and the connection speed had gone up to 10mgb!! He swopped my hub for a new one and checked the cable running from the wall box to the hub and found it was a CHEAP extension cable with multi wires instead of one solid copper wire. He replaced it for me and then left. We are now achieving speeds of 6.5 to 8Mgb and I cannot praise the BT engineer enough. He was one of the few people who not only did his job but went the extra mile to ensure I was satisfied. I wish more BT employees were like him - especially the ASIAN call centre!!!

Best wait 'til Monday - BT may even be working on it during the W/E?

Should take a note of the days without a phone line - you will get paid for the days it's not on.

BT will also cover the cost of calls made to/from a mobile, but it has to be arranged first.

Do you have anyone else who you can use their phone?

In reply to a post by Guest_Again:

Best wait 'til Monday - BT may even be working on it during the W/E?

Should take a note of the days without a phone line - you will get paid for the days it's not on.

BT will also cover the cost of calls made to/from a mobile, but it has to be arranged first.

Do you have anyone else who you can use their phone?

Most neighbours can use their phone ok. Have just found the terms and conditions on the BT site about their service guarantee and will be making a claim.

Doubt they will work on it in the weekend as the T&C's say they aim to fix in working days and we just have ordinary care level.

If it is a major cable fault then they may well be there over the weekend.

Yes but, you have rights regarding the line. Look carefully, it WILL be covered.

BT have the relevant dept. for it, but contact the CAB. it's free, and are on your side. Be pleasant always. It works.

In reply to a post by techguy:

When they contact you just tell them you are paying for the proprtion of service you have received.

Why bother with that? Line rental is paid in advance and BT will compensate for any days when there is no service and the daily amount is greater than the line rental.

In reply to a post by techguy:

If it goes over 8 weeks complain to Ofcom, I bet they wouldn't allow a corporate account to be without service for 2 weeks.

Yes they will - we were without any service for over 6 weeks and without BT bending a few rules about highways work the Local Authority would have made us wait 16 weeks.

In reply to a post by techguy:

Absolutely dreadful that this kind of caper is allowed in 2011.

For a major cable failure, theft or criminal damage, what else can BT do? We had an incident where 20,000 were take out because of damage caused by a workman who ignore all the warnings and marks and proceeded to put a 24" auger into a cable duct and rip out large numbers of cable and optical fibres feeding remote exchanges.


Do you really think BT do these things deliberately?

In reply to a post by MHC:

If it is a major cable fault then they may well be there over the weekend.

Well they weren't there today I went engineer hunting today, but hope they are.

In reply to a post by Guest_Again:

Yes but, you have rights regarding the line. Look carefully, it WILL be covered.

BT have the relevant dept. for it, but contact the CAB. it's free, and are on your side. Be pleasant always. It works.

Cheers Guesty will bear that in mind.

Let us know how you get on.

It can only get better. Maybe.

Well stuck until its fixed to know how many days to claim for but will update my crackly phone thread.

Thankfully - it's always good when they do that.

It would've better if BT got their FTTP to us all.

Even NTHell [poss. not].

And let us tweak it - give you some BB speeds; and let me tweak the complete 'net.

Ahmmm, memories lol.

It could work. Nyuk...Nyuk...Nyuk...~..~> Guesty faking thread>|4|<fibre|XxXx=~~~<PULLl\l|~~----{strain]

In reply to a post by Banger:

In reply to a post by MHC:

If it is a major cable fault then they may well be there over the weekend.

Well they weren't there today I went engineer hunting today, but hope they are.

You neva took uncle elmo's gun, didya? Spittoon bowl hit!

Don't be stalking them....much. dagnabbiiiiiit!

Jethro, throw 'nuther 'gineer on that thurr farrr!!

Blinking lazee engineers.

Only joking Banger mate - they'd better hurry up!!

It just sucks when it's like that though.

Falling Down with Michael Douglass springs to mind.

Satisfying movie.

Hi Banger,

I would like to take a look at this to see what is going on with the repair of the fault on your line. Please could you send me in your details using http://bt.custhelp.com/app/contact_email/c/4950 and I'll look into this for you.

Cheers

Paddy

Saw your post on BT Forum and have sent details.

For a major cable failure, theft or criminal damage, what else can BT do?

Cold comfort for anyone suffering a fault due to cable theft but, the lines that serve Sir Micheal Rake's (BT CEO) house are among those affected by a local theft of E-side cabling.

In reply to a post by Zarjaz:

For a major cable failure, theft or criminal damage, what else can BT do?

Cold comfort for anyone suffering a fault due to cable theft but, the lines that serve Sir Micheal Rake's (BT CEO) house are among those affected by a local theft of E-side cabling.

Has he been demoted? He was Chairman when I saw him a couple of weeks back.

Pedant.

They knicked a length of cable going down the Marlow road, so cabs 22, 23, and 33 got fubar'd.

And is it getting higher priority than similar faults? At a guess, probably not even though a director is affected.

Not wishing to hijack this thread but Paddy hasn't been in touch, I still dont know if the new cable has been pulled or when it will be connected.

Roberto, sorry I wasn't specific enough in my response...

Brief synopsis.

Client had been happily using a Solwise router for 3 years on this BT line. Suddenly could no longer connect to Internet. I checked line - DSL signal present, but could not logon to Radius server. Tried different router, made no difference. Both routers were tried on a completely different line and both worked perfectly.

Numerous calls to BT. They admitted there was a fault which was affecting a number of other users locally. Return calls to client didn't materialise until he put on his Mr.Angry hat. Eventually, BT claimed it was his equipment at fault, sent an engineer, but never said he'd have to pay.

Engineer carried out checks and eventually put in a new BT Home Hub. This worked fine.


So, my question is WHAT CHANGED? We are left to assume the logon was altered by BT unless someone can explain otherwise. If it really WAS a faulty router, then he'd expect a charge - there isn't one, and both routers surely wouldn't work elsewhere.