Losing the will to live :(

As I have mentioned previously, I live far from Warrington exchange and get poor ADSL speeds.

I switched to ZEN around 2 months ago and noticed when the phone rang my ADSL dropped. This still happens when no phone is connected. If I ping bbc.co.uk then ring my landline I can see the ping suddenly drop as the phone starts ringing, if you hang up quickly it can recover, but if you carry on ringing the ADSL disconnects.

I am now on engineer visit number 6, each spending pretty much the whole day trying things. It always starts with its my upload speed being to high and lowering it will fix it, but this doesnt work.

They have twice fully disconnected my line and I have had to wait 72 hours each time for it to be reconnected. I work from home so having no internet is a nightmare.

I am now looking at an engineer visit number 7, is this acceptable? Surely this can be fixed?

Some things can be difficult to find especially in a large complex network. It isn't particularly acceptable but the risk is that BT may decide to cut their losses and write the line off as unsupportable for ADSL and disconnect you completely.

It may be that someone like AAISP might be able to get it sorted but Zen are generally very good and sound like they are doing all they can so even a switch to AAISP may make no difference to a fix.

To be honest, ZEN have been great and been on BTs case to get it sorted.

Just very frustrating that if BT cut you off you then have to wait 72 hours for them to correct there mistake.

Was it OK before the switch to Zen, and if so who were you with?

I was with SKY and I think it was.

Previously I was using ADSL only as a backup for my Wireless internet, but that service went so poor I switched back to using ADSL.

On UKOnline LLU? If so, you will have been connected to a BT Wholesale line card at the exchange when you migrated. I suggest that's where the problem lies. The cabling or card port.

Yep LLU.

Zen have pointed this out a few times to BT now and they are supposed to have changed the card.

I spoke to ZEN before and they have escalated it again, really frustrating.

This may sound a bit silly, but have they changed the socket and the filters?

Yep.

It doesn't actually happen with any phone connected, and also happens at the cab for my line.

I know its not a proper solution, but if LLU is fine, might be worth moving back to it if you arent locked into a contract. Lots of good resellers out there that use TTB LLU and also LLU offers more flexibility with line options

Yes Im starting to think this as well.

Im hoping FTTC is coming in March so ideally didnt want to get stuck in contract as I really want to use ZEN for FTTC.

In reply to a post by kingbiscit:

It doesn't actually happen with any phone connected, and also happens at the cab for my line.

In reply to a post by kingbiscit:

... and noticed when the phone rang my ADSL dropped. This still happens when no phone is connected.

?
Make your mind up .

Sorry I meant:

It still happens without a phone connected, and also happens at the cab for my line.

Will using ZEN for FTTC mean you remain connected to the same card?

In reply to a post by brandscill:

Will using ZEN for FTTC mean you remain connected to the same card?

Im not sure I was hoping it would be fixed before then.

An engineer was meant to be coming Friday, I waited in all morning got to 1pm rung ZEN. They rung Openreach who claimed an engineer had come that morning and spoke to me, and we both agreed it wasn't a job for him to fix. This was complete and utter rubbish, no one came.

Im then told its been escalated again and an engineer will come Saturday to fix it and will stay the whole day if needs be. Saturday a telephone (non broadband engineer) arrives does a phone line test and says all is fine he can't do anymore!

GRRRRRRRR just ridiculous.

Edited by kingbiscit (Sun 23-Nov-14 11:35:00)

Was told a BT engineer would come today, again never showed.

So I have now had a total of 11 engineer appointments, still not fixed and they don't evem have the decency to ring and let me know they aren't coming!

No the section from the exchange to the PCP E'side is bypassed not used to carry data on FTTC As it's fibre from the exchange or another bigger (parent)exchange to the street Cab, the DSLAM/ports line cards, for FTTC are situated inside each FTTC cab So only the D'side from the cab via the PCP is used for delivery of Data the telephony voice side remains much the same

The problem with the line sounds as if it is a HR type fault, If it's a fault with BT's exchange kit then they should fix it, and pay compensation for the unacceptable delay in repairing the fault, why should anyone have to pay for a broken service, if your gas or electric goes off they will fix it within a certain time if they don't they have to pay customers compensation although Zen are pushing bt maybe they should try pushing them harder or give them a kick where the sun don't shine

This is getting stupid now. Engineer meant to come today, again no show but according to Openreach an engineer came to my property, spoke to me and agreed it couldnt be fixed!

So I've had a total of 11 engineer appointments, still not fixed, twice no shows!! Where do I go next?

21/10 - SFI: PSTN engineer sent
This is the wrong type of engineer, it should have been a broadband engineer.

21/10 - SFI: Engineer didn't arrive.

22/10 - SFI: Identified problem occurs when calls received, did not resolve.

07/11 - SFI: replaced e side, did L&S. Identified high resistance fault.

12/11 - SFI: Frames engineer couldn't find fault.

14/11 - SFI: BT sent engineer day early and couldn't gain access.

15/11 - SFI: Believes fault is in exchange, did not resolve.

19/11 - SFI: Restored dailtone, ADSL fault on going.

21/11 - SFI: No engineer arrive (SFI notes state fault passed to Second stage team)

According to Openreach the engineer came to my property and spoke to me, this ins't true.

22/11 - SFI: PSTN engineer arrived, unable to work on BB fault.

26/11 - SFI: No engineer arrive (SFI notes state fault passed to Second stage team)

Again according to Openreach the engineer came to my property and spoke to me, this again ins't true.

Group CEO, or at least the Serious Complaints Team in his office.

[email protected]

There is one for the Openreach CEO, but I would go to this one. It seems to work. A short description of the problem, with that list.

Thank you, I'll get an email sent now