What would cause my BB to just stop working?

I've never had this issue before. My BT broadband just stopped yesterday and BT don't seem to have a clue why.

They can't find a line fault. I changed filters, went into the test socket even went to Argos last night and bought a router still won't work. Neighbors all working fine and no problem at the exchange. All I get is flashing yellow light like no Broadband service on the line. Telephone also working fine. All cables are also underground.

Openreach are due on Wednesday but it's a long wait without broadband. Any of you guys have any ideas?

Well the way I see it, if you have the Home Hub / Smart Hub etc connected to your line and turned on, BT would be able to see if there is a fault on your line due to they wouldn't be able to talk to the Hub.

Does your phone line work (assuming its the same line for the broadband) ?

You might of already tried all this, but just in case...

If your phone is working, when everything is connected up, try testing your phone in the test socket, by "CAREFULLY" removing the phone and xDSL Face plates.

If that works, unplug the phone and plug in the hub to that same test socket using a micro filter, does that work?

If your phone is working in the test socket and your broadband still won't work, try any other modem/router you have there and see if any of those work.

So if your phone is working and your broadband still fails to work, then its shouldn't be your wiring.

If you have FTTC maybe the link cable between the PCP and fibre cabinets have come out of broke, or maybe there was a fault some place and an engineer / sub contractor connected your line to somebody else's, have you tried to phone your land line to see if that rings?

If you are on ADSLx your line card in the exchange might be faulty, or by mistake re-allocated to somebody else.

I have as far as I can remember twice had our line here swapped with somebody else's line, BT kept insisting our line was fine until we discovered we had a different number, to which an engineer had to be sent out to resolve the issue.

Basically it could be anything causing this issue.

My guesses are if BT cannot find a fault, then it might be a switched line someplace, so like I said try phoning your landline from a mobile, or use your landline (if working) to phone your mobile, that way you would see if its your line or not.

Paul

Hi, yes the phoneline works fine. BT have been phoning me back and forward last night and everything is fine.

I have it in test socket, phoneline still fine still no broadband. I went out last night and bought a TP link router it won't work either. It couldn't even go through the setup wizard as it couldn't auto detect any broadband present on the line. Its like my line has been wiped of broadband.

In reply to a post by falko89:

Hi, yes the phoneline works fine. BT have been phoning me back and forward last night and everything is fine.

I have it in test socket, phoneline still fine still no broadband. I went out last night and bought a TP link router it won't work either. It couldn't even go through the setup wizard as it couldn't auto detect any broadband present on the line. Its like my line has been wiped of broadband.

Ah, ok, well that narrows it down some what.

So where BT have been phoning you, shows that your line hasn't been swapped with another.
It also shows that its reaching the exchange fine, I assume its ADSL that you have and not fibre?

If so then all I can see is that its a line card in the exchange might be at fault here, like I said maybe it was re-allocated by mistake or it has died.

I know when we went from Zen to BT we went from ADSL2+ down to ADSL Max, but BT told me it was due to the line card at the exchange that we was allocated was faulty, so they gave up a temporary port that was only ADSL Max.
And so that they could provide us broadband and then start to resolve the issue.

Now whether this was true or not I don't know, but we were moved over to ADSL2+ a few weeks later which matched the date they told me on the phone.

So your issue might be a line card / port at the exchange, which would require an engineer to go to the exchange to investigate further.

Paul

I doubt we will be able to help get you online before Wednesday. Do you pickup any neighbour BT WiFi hotspots you could use (assuming you haven't opted out)?

In reply to a post by ukhardy07:

I doubt we will be able to help get you online before Wednesday. Do you pickup any neighbour BT WiFi hotspots you could use (assuming you haven't opted out)?

LOL, I forgot about BT FON / BT Wi-Fi, would be better than nothing, but what would that speed be?

I know BT say its a very small percentage of that connection, but what if that connection only gets 4 Mbps, BT FON would be that slow the webpage would probably time out LOL.

Paul

What sort of broadband do you have Falko ? Is it ADSL or FTTC ?

Can you describe what colour and pattern of lights you are seeing on the BT router please ? (You mentioned yellow flashing, but the BT routers don't show a yellow light)

ADSL BT Hub 4. Well yellow/Orange. At the moment its solid with a little red B on the front of the hub

I can yes, thats what I'm doing now but for some reason its dog slow, less than 1mb I am guessing.

Ah, OK ... so you are going to have to wait for your appointment with Openreach I reckon. That looks like an exchange fault to me, no PPP from the BT Wholesale equipment.

I hope your appointment is an SFI or Boost visit ..... the CP's have a habit of taking the 'cheapest' option from Openreach (a CDTA visit) then the engineer might not have the skilling to deal, or the authority to speak to the CP.

IF you wish to delve further, you might try changing the username within the router to bt_test_user@startup_domain no password required ...... if this authenticates (it won't get you web pages but will show as connected in the routers web interface) then the fault is at BT Retail's end of things, if it doesn't it's BT Wholesale and may require a lift and shift to fix.

Good luck.

Hi mate, Right I tried bt_test_user@startup_domain still no go won't connect. So its something at the exchange then I doubt.

Yep, either a lift and shift or a port reset required is my guess.

It depends on the usage of the line, when I'm only doing something basic e.g. a HD stream on the tv it doesn't really affect my bt hotspot where I still get around 10Mbps download.

I have 55Mbps fibre.

If I fire up a torrent or something extreme it often drops down on the bt wifi to around 2Mbps.

When I used to have 8Mbps broadband the hotspot was limited around 1Mbps at all times.

In reply to a post by ukhardy07:

It depends on the usage of the line, when I'm only doing something basic e.g. a HD stream on the tv it doesn't really affect my bt hotspot where I still get around 10Mbps download.

I have 55Mbps fibre.

If I fire up a torrent or something extreme it often drops down on the bt wifi to around 2Mbps.

When I used to have 8Mbps broadband the hotspot was limited around 1Mbps at all times.

Oh, so it scales it as you use your connection, that makes sense.

Paul

This gets better and better guys. Some Indian guy phoned me yesterday saying I no longer needed the engineer, that it was an exchange fault and cancelled the visit. Said it would take 24 hrs and it would be fixed. 24hrs came and went still not working.

So they investigated all again, line is perfect, no issues at exchange, under further investigation it seems it account related, some bright spark has wiped my line or something, I don't fully understand but they are investigating now, and the best bit is they don't know when it'll be fixed. Its sounds like to me the line has all cleared and I'll need a brand new order put through which will take weeks will it not??

I don't want to be rude or anything but BT's over seas call centres are a complete waste of time and most of the time have no clue, they just follow a queue card.

I always use to tell them, "I don't want to be rude, but can you transfer me to a UK based call centre" and that normally works after a few time.

One thing I can say is they are right this time, I think it is an issue at the exchange, so its pointless in an engineer going to your home due to the issue isn't there.

I think due to system error or some new BT Staff Trainee, your line card (port) at the exchange has been released (unallocated to your line) that's what I "think" has happened, though I might be wrong, so don't quote me on that

Maybe the line card / port is faulty and needs changing.

I think you should still be able to sync up to your exchange if you still had a line card / port on your line, even if BT had issues leaving the exchange.

You will just fail to authenticate to the BT Network, like CHAPS will fail, or something like that.

Have you tried to track your fault on the BT Site?

If you have no joy within the next 24 to 48 hours ring them again and have them escalate the fault and at the same time make a complaint.

Also make a note of when it stopped working, you might be able to get some compensation.

Paul

Edited by PaulKirby (Mon 26-Jun-17 18:48:36)

Well so far I've gone through 3 departments, connects, faults and some other department. They really do not have a clue, they said they can see my connection but something odd is going on, They have booked another engineer for Wednesday.

In reply to a post by falko89:

Well so far I've gone through 3 departments, connects, faults and some other department. They really do not have a clue, they said they can see my connection but something odd is going on, They have booked another engineer for Wednesday.

Was those the overseas lot?

That's why I am glad I have FTTP, that department is based in the UK and I never get an overseas team.

Like I said if you have no joy by Wednesday, phone them again and tell them you want to make a complaint and ask to speak to a UK based complaints team and explain to them the issues and excuses you have been told.

Also be firm but always be polite to them, you won't get anywhere if you start shouting at them.

That's all I can say really.

I hope you get it sorted soon.

Paul

Ok so more developments. I checked the fault tracker this morning and noticed my fault had been marked resolved, I contact BT who tell me that the engineer has been cancelled for the second time, The reason being is they can see the hub is connected?? So someone decided to cancel assuming the issue had been resolved.

I did as you said and filed a complaint, they then offered me another appointment for Friday this time for an engineer but there is a decent chance this will also get cancelled again.

Its obviously as you say someone has switched my broadband to another customer or something so they are seeing a hub connected, shame its not my hub.

In reply to a post by falko89:

Ok so more developments. I checked the fault tracker this morning and noticed my fault had been marked resolved, I contact BT who tell me that the engineer has been cancelled for the second time, The reason being is they can see the hub is connected?? So someone decided to cancel assuming the issue had been resolved.

I did as you said and filed a complaint, they then offered me another appointment for Friday this time for an engineer but there is a decent chance this will also get cancelled again.

Its obviously as you say someone has switched my broadband to another customer or something so they are seeing a hub connected, shame its not my hub.

Well that really sucks.

Was it the overseas team again?

The way I see it, if they say they can see it connecting from their end to the hub and you are getting the Yellow (Orange) light, its obviously an issue at the exchange with the line card / port is being used on another line and they system hasn't been updated to reflect this.

So their system says line card X is linked to your line, when in fact its linked to another.

The next time you speak to them, ask them to get the serial number of your connected BT Hub remotely, as far as I know they can do this remotely.

This would indicate if its your hub they are talking to, my guesses it will be a different number.
The serial number is on the bottom of the hub 4 on the white label.

Maybe a BT engineer can clarify this s little on how it all works.

All I know is when I was without broadband for say a few weeks when I left Zen and got BT, my Modem still synced up to the exchange, and it just failed to authenticate, so this would indicate there was a line card / port still linked to my line, and about 3 days before the broadband started with BT, it failed to even connect, then about a day or two before the start date it started working again and I had broadband.

So yours should at least do the syncing with the exchange part.

When you connected the Hub4 and the 3rd part modem what did they say in the logs?

TBH, I would of put this down as a faulty hub, but where you said you brought a 3rd party modem/router and that also fails, rules out a faulty hub.

Have you done or installed anything before or around when the issues started?

Paul

It actually wasn't the overseas team, it was Dublin this time, in saying that I did speak to the overseas team twice today who put you on hold to investigate and then just never come back, I set for 30 mins once today on hold.

The BT hub doesn't give much info away but the TP Link router won't authenticate. It sits there trying to authenticate then gives up and repeats the process, I suspect this is what the hub is doing also.

In reply to a post by falko89:

It actually wasn't the overseas team, it was Dublin this time, in saying that I did speak to the overseas team twice today who put you on hold to investigate and then just never come back, I set for 30 mins once today on hold.

Ah ok, so you got a local person.

Well the longest I sat in the queue was for 97 mins to do with our fibre install, it was a free number and I was going no where kind of day.

Some times the over seas lot just want you off the line, so often put you on hold and never come back, hoping you give up and hang up and try again.

In reply to a post by falko89:

The BT hub doesn't give much info away but the TP Link router won't authenticate. It sits there trying to authenticate then gives up and repeats the process, I suspect this is what the hub is doing also.

Well the BT Hub does in a way, granted not very clear, but it will show if it has synced up and failed CHAPS Authentication.

The TP-Link should also show something.

If you want you can send me a paste of your logs via PM and I can take a look.

Paul

There is nothing exciting on it. The date is wrong I can only assume because it can't connect to the internet to change the date and time etc, but this is the last page.

02:30:55, 04 May. ( 5476.710000) DSL line rate: 448 Kbps upstream, 8128 Kbps downstream
02:30:39, 04 May. ( 5460.370000) DSL is down after 0 minutes uptime
02:30:39, 04 May. ( 5460.370000) ETHoA is down after 0 minutes uptime
02:30:36, 04 May. ( 5457.520000) PPP LCP Send Termination Request [User request]
02:30:36, 04 May. ( 5457.470000) PPP LCP Send Configuration Request
02:30:33, 04 May. ( 5454.470000) PPP LCP Send Configuration Request
02:30:30, 04 May. ( 5451.420000) PPP LCP Send Configuration Request
02:30:26, 04 May. ( 5447.640000) ETHoA is up -​ VPI: 0, VCI:35
02:30:26, 04 May. ( 5447.640000) DSL is up
02:30:24, 04 May. ( 5445.930000) DSL noise margin: 28.00 dB upstream, 14.80 dB downstream
02:30:24, 04 May. ( 5445.860000) DSL line rate: 448 Kbps upstream, 8128 Kbps downstream
02:29:56, 04 May. ( 5417.790000) DSL is down after 0 minutes uptime
02:29:56, 04 May. ( 5417.790000) ETHoA is down after 0 minutes uptime
02:29:53, 04 May. ( 5414.930000) PPP LCP Send Termination Request [User request]
02:29:51, 04 May. ( 5412.950000) PPP LCP Send Configuration Request
02:29:48, 04 May. ( 5409.950000) PPP LCP Send Configuration Request
02:29:44, 04 May. ( 5406.190000) ETHoA is up -​ VPI: 0, VCI:35
02:29:44, 04 May. ( 5406.190000) DSL is up
02:29:43, 04 May. ( 5404.490000) DSL noise margin: 27.00 dB upstream, 15.20 dB downstream
02:29:43, 04 May. ( 5404.420000) DSL line rate: 448 Kbps upstream, 8128 Kbps downstream
02:29:26, 04 May. ( 5388.030000) DSL is down after 0 minutes uptime
02:29:26, 04 May. ( 5388.030000) ETHoA is down after 0 minutes uptime
02:29:23, 04 May. ( 5385.110000) PPP LCP Send Termination Request [User request]
02:29:20, 04 May. ( 5382.110000) PPP LCP Send Configuration Request
02:29:17, 04 May. ( 5379.110000) PPP LCP Send Configuration Request
02:29:14, 04 May. ( 5375.400000) ETHoA is up -​ VPI: 0, VCI:35
02:29:14, 04 May. ( 5375.400000) DSL is up
02:29:12, 04 May. ( 5373.680000) DSL noise margin: 28.00 dB upstream, 15.10 dB downstream
02:29:12, 04 May. ( 5373.610000) DSL line rate: 448 Kbps upstream, 8128 Kbps downstream
02:28:11, 04 May. ( 5312.320000) DSL is down after 0 minutes uptime
02:28:11, 04 May. ( 5312.320000) ETHoA is down after 0 minutes uptime
02:28:08, 04 May. ( 5309.410000) PPP LCP Send Termination Request [User request]
02:28:06, 04 May. ( 5307.370000) PPP LCP Send Configuration Request
02:28:03, 04 May. ( 5304.370000) PPP LCP Send Configuration Request
02:28:00, 04 May. ( 5301.370000) PPP LCP Send Configuration Request
02:27:56, 04 May. ( 5297.590000) ETHoA is up -​ VPI: 0, VCI:35
02:27:56, 04 May. ( 5297.590000) DSL is up
02:27:54, 04 May. ( 5295.880000) DSL noise margin: 28.00 dB upstream, 14.50 dB downstream
02:27:54, 04 May. ( 5295.810000) DSL line rate: 448 Kbps upstream, 8128 Kbps downstream
02:27:21, 04 May. ( 5262.470000) DSL is down after 0 minutes uptime
02:27:21, 04 May. ( 5262.470000) ETHoA is down after 0 minutes uptime
02:27:18, 04 May. ( 5259.640000) PPP LCP Send Termination Request [User request]
02:27:16, 04 May. ( 5257.630000) PPP LCP Send Configuration Request
02:27:13, 04 May. ( 5254.630000) PPP LCP Send Configuration Request
02:27:09, 04 May. ( 5250.940000) ETHoA is up -​ VPI: 0, VCI:35
02:27:09, 04 May. ( 5250.940000) DSL is up
02:27:07, 04 May. ( 5249.240000) DSL noise margin: 27.00 dB upstream, 14.90 dB downstream
02:27:07, 04 May. ( 5249.160000) DSL line rate: 448 Kbps upstream, 8128 Kbps downstream
02:26:42, 04 May. ( 5224.080000) DSL is down after 0 minutes uptime
02:26:42, 04 May. ( 5224.080000) ETHoA is down after 0 minutes uptime
02:26:39, 04 May. ( 5221.240000) PPP LCP Send Termination Request [User request]
02:26:39, 04 May. ( 5221.230000) PPP LCP Send Configuration Request
02:26:36, 04 May. ( 5218.230000) PPP LCP Send Configuration Request
02:26:33, 04 May. ( 5215.100000) PPP LCP Send Configuration Request
02:26:30, 04 May. ( 5211.380000) ETHoA is up -​ VPI: 0, VCI:35
02:26:30, 04 May. ( 5211.380000) DSL is up
02:26:28, 04 May. ( 5209.670000) DSL noise margin: 27.00 dB upstream, 15.20 dB downstream
02:26:28, 04 May. ( 5209.600000) DSL line rate: 448 Kbps upstream, 8128 Kbps downstream
02:26:15, 04 May. ( 5196.320000) DSL is down after 0 minutes uptime
02:26:15, 04 May. ( 5196.320000) ETHoA is down after 0 minutes uptime
02:26:12, 04 May. ( 5193.480000) PPP LCP Send Termination Request [User request]
02:26:12, 04 May. ( 5193.480000) PPP LCP Send Configuration Request
02:26:09, 04 May. ( 5190.480000) PPP LCP Send Configuration Request
02:26:06, 04 May. ( 5187.480000) PPP LCP Send Configuration Request
02:26:02, 04 May. ( 5183.690000) ETHoA is up -​ VPI: 0, VCI:35
02:26:02, 04 May. ( 5183.690000) DSL is up
02:26:00, 04 May. ( 5181.990000) DSL noise margin: 27.00 dB upstream, 15.30 dB downstream
02:26:00, 04 May. ( 5181.920000) DSL line rate: 448 Kbps upstream, 8128 Kbps downstream
01:05:47, 04 May. <<<<<<<<<<<<<<<<<<<< Limit of wan log >>>>>>>>>>>>>>>>>>>>

ETHoA is up -&#8203; VPI: 0, VCI:35

Should be vpi 0 vci 38

I thought that but thats on the hub, it can't be changed I dont think. It is 38 on my TP Link

Can you post a similar log from the TPLink?

1970-01-01 00:01:41 [6] PPP: ppp0 rcvd [IPCP ConfNak id=0x1 <addr 217.43.105.90> <ms-dns1 213.120.234.6> <ms-dns2 213.120.234
1970-01-01 00:01:41 [6] PPP: ppp0 sent [IPCP ConfReq id=0x2 <addr 217.43.105.90> <ms-dns1 213.120.234.6> <ms-dns2 213.120.234
1970-01-01 00:01:41 [6] PPP: ppp0 rcvd [IPCP ConfAck id=0x2 <addr 217.43.105.90> <ms-dns1 213.120.234.6> <ms-dns2 213.120.234
1970-01-01 00:01:41 [6] PPP: ppp0 rcvd [IPCP ConfReq id=0xe9 <addr 217.41.165.186>]
1970-01-01 00:01:41 [6] PPP: ppp0 sent [IPCP ConfAck id=0xe9 <addr 217.41.165.186>]
1970-01-01 00:01:51 [5] System: DSL link down
1970-01-01 00:01:51 [3] PPP: ppp0 User request
1970-01-01 00:01:51 [3] PPP: ppp0 LCP down
1970-01-01 00:01:51 [4] PPP: ppp0 LCP down
1970-01-01 00:01:51 [6] PPP: ppp0 sent [LCP TermReq id=0x2 "User request"]
1970-01-01 00:01:57 [3] PPP: ppp0 User request
1970-01-01 00:01:57 [3] PPP: ppp0 User request
1970-01-01 00:01:57 [6] PPP: ppp0 sent [LCP TermReq id=0x3 "User request"]
1970-01-01 00:01:58 [3] PPP: ppp0
1970-01-01 00:02:24 [5] System: DSL training G.994
1970-01-01 00:02:28 [5] System: DSL training G.992 started
1970-01-01 00:02:30 [5] System: DSL training G.992 channel analysis
1970-01-01 00:02:35 [5] System: DSL link up
1970-01-01 00:02:38 [6] PPP: ppp0 sent [PADI Host-Uniq(0x00000deb)]
1970-01-01 00:02:43 [6] PPP: ppp0 sent [PADI Host-Uniq(0x00000deb)]
1970-01-01 00:02:43 [6] PPP: ppp0 sent [LCP ConfReq id=0x1 <mru 1480> <magic 0xcda8cba0>]
1970-01-01 00:02:43 [6] PPP: ppp0 rcvd [LCP ConfReq id=0xc6 <mru 1492> <auth chap MD5> <magic 0x3d658300>]
1970-01-01 00:02:43 [6] PPP: ppp0 sent [LCP ConfAck id=0xc6 <mru 1492> <auth chap MD5> <magic 0x3d658300>]
1970-01-01 00:02:43 [6] PPP: ppp0 rcvd [LCP ConfAck id=0x1 <mru 1480> <magic 0xcda8cba0>]
1970-01-01 00:02:43 [6] PPP: ppp0 sent [LCP EchoReq id=0x0 magic=0xcda8cba0]
1970-01-01 00:02:43 [6] PPP: ppp0 rcvd [LCP EchoRep id=0x0 magic=0x3d658300]
1970-01-01 00:02:43 [6] PPP: ppp0 rcvd [CHAP Challenge id=0x6 <88056fb7dff0b5767a20602e03e9a3fb>, name = "ERX13.Manchester3"]
1970-01-01 00:02:43 [6] PPP: ppp0 sent [CHAP Response id=0x6 <aa1245e30d0f79fab2a397c6dee392b5>, name = "homehub@btbroadband.
1970-01-01 00:02:44 [6] PPP: ppp0 rcvd [CHAP Success id=0x6 ""]
1970-01-01 00:02:44 [6] PPP: ppp0 sent [IPCP ConfReq id=0x1 <addr 0.0.0.0> <ms-dns1 0.0.0.0> <ms-dns2 0.0.0.0>]
1970-01-01 00:02:44 [6] PPP: ppp0 rcvd [IPCP ConfNak id=0x1 <addr 217.43.105.251> <ms-dns1 213.120.234.46> <ms-dns2 213.120.2
1970-01-01 00:02:44 [6] PPP: ppp0 sent [IPCP ConfReq id=0x2 <addr 217.43.105.251> <ms-dns1 213.120.234.46> <ms-dns2 213.120.2
1970-01-01 00:02:44 [6] PPP: ppp0 rcvd [IPCP ConfAck id=0x2 <addr 217.43.105.251> <ms-dns1 213.120.234.46> <ms-dns2 213.120.2
1970-01-01 00:02:44 [6] PPP: ppp0 rcvd [IPCP ConfReq id=0x16 <addr 217.41.165.186>]
1970-01-01 00:02:44 [6] PPP: ppp0 sent [IPCP ConfAck id=0x16 <addr 217.41.165.186>]
2017-06-27 18:15:51 [5] System: DSL link down

Looks like you have some type of BT ADSL connected to your line.

I thought the username is [email protected] ?

It is yeah, the log cut that off for some reason. Sod it, I think I'm gonna have to wait for BT. It baffles everyone this.

What VPI/VCI have you set on the TP-Link?

If you have used the 0/35 copied from the BT Hub, try 0/38, as that is the normal number.

I did use 38, If you Google ETHoA is up -&#8203; VPI: 0, VCI:35 that seems to be what the hub sets ETHoA at

What about the other settings? Should be

Connection type: PPPoA

VPI: 0

VCI: 38

Encapsulating Type: VC MUX

Modulation: ADSL2+ G.992.5

Sod it, I think I'm gonna have to wait for BT. It baffles everyone this.

Nope, it's an exchange fault, like I said a few days back.

Shame Retails CS have handled your fault so badly.

In reply to a post by falko89:

There is nothing exciting on it. The date is wrong I can only assume because it can't connect to the internet to change the date and time etc, but this is the last page.

Its the first page of logs we need from the BT Hub, new logs are inserted at the start, if you get me.

But lets see what BT says Friday.

Paul

Edited by PaulKirby (Wed 28-Jun-17 01:45:33)

Right guys had an engineer arrive unannounced this afternoon. He checked everything in the house and put on a new faceplate. He said it is definitely not a fault in the house. He checked various things with his equipment and said its an exchange fault as you guys said. I said well can you just not go around and fix it at the exchange, I mean to walk from my house to the exchange would take less than 2 mins, Oh no he said it needs to be booked in, you need to ring BT. I phoned BT and the plonker more or less said I was telling lies and went over the usual resetting the hub etc, he wasn't gonna take the engineers word than there is no fault in the house. In the end he said it would be fixed before 5pm tomorrow. So we'll just have to wait and see,

This doesn't sound right ??

I wonder if this was a CDTA task the buffoons had raised ..... ? What of Fridays appointment, does it still stand ?

I phoned about all this, CS said its referred to a boost engineer??? What does he do? And he is working on it at the moment, they said they can do it remotely? Yes, as far as I know, Fridays still stands.

In reply to a post by falko89:

Right guys had an engineer arrive unannounced this afternoon.

Hmm, is that instead of the Friday appointment?

In reply to a post by falko89:

He checked everything in the house and put on a new faceplate.

That is standard, was he a Boost Engineer?

In reply to a post by falko89:

He said it is definitely not a fault in the house.
He checked various things with his equipment and said its an exchange fault as you guys said.

Well it did point to it being an issue at the exchange due to what was and wasn't working.

In reply to a post by falko89:

I said well can you just not go around and fix it at the exchange, I mean to walk from my house to the exchange would take less than 2 mins, Oh no he said it needs to be booked in, you need to ring BT.

You would think that, 5 times here an engineer needed to do some work at the exchange, 3 times they was lucky and a fellow worker had the keys for my exchange, 2 times they had to book in to get access to our exchange.
So it does happen, but this was a while back and things might of changed nowadays.

In reply to a post by falko89:

I phoned BT and the plonker more or less said I was telling lies and went over the usual resetting the hub etc, he wasn't gonna take the engineers word than there is no fault in the house.
In the end he said it would be fixed before 5pm tomorrow. So we'll just have to wait and see,

Yeah, was the BT plonker an overseas team?

I ask this due to when I had a Boost Engineer come here to get the most out of the connection here, replaced the entire NTE5A Socket etc.
And when it came to reset the line the overseas guy just refused to reset the line, even I had to talk to the overseas guy and he just refused to issue a reset.
The boost engineer ended up phoning his manager to issue the reset of the line.

So yeah I believe you on that one.

Lets hope its all works then.

Paul

In reply to a post by falko89:

I phoned about all this, CS said its referred to a boost engineer??? What does he do? And he is working on it at the moment, they said they can do it remotely? Yes, as far as I know, Fridays still stands.

Ah, you just answered one of my questions in my other reply.

They are normally sent free of charge if you haven't already had one, they try and get the most out of your connection and also keep it stable.

As for doing it remotely, in your case that would be difficult LOL.
Also they replaced your NTE5A Master Socket, did you get the NTE5C (latest version) ?

Hope Fridays appointment still stands, just in case its not back up tomorrow.

Paul

Yes he was overseas, Any time you're put through to India/Pakistan you know you're screwed.

Todays engineer was the standard Joe I believe, its now in the hands of a boost engineer.

But we'll wait and see.

Yes it says 5C on it.

In reply to a post by falko89:

Yes he was overseas, Any time you're put through to India/Pakistan you know you're screwed.

Yeah, I will be glad to see the back of them, sadly billing is still handled by the overseas team.
I just use to talk to them technically to a point they got confused and passed me onto the next person, I either ended up with a UK person or got cut off which was fuel to the fire when I phone back to complain about them hanging up on me LOL

I always spoke to them politely and never raised my voice once.

Well I did loose it once to their overseas billing team, where they charge us a month or two of infinity 4 pricing even before it even went live and they accused me of lying to them.
But once I told them if they didn't refund it I would be sending an email to the CEO of BT, where they then said sorry about that, so I then apologized to them for raising my voice to them.

I am lucky with my connection, the faults team for my connection luckily enough is UK based, so I have been told.

In reply to a post by falko89:

Todays engineer was the standard Joe I believe, its now in the hands of a boost engineer.

Yeah, my one was a nice chap, very polite and chatty, he also does fibre installs etc.
He took his time going through every single test when he worked on my old ADSL connection last year.

In reply to a post by falko89:

But we'll wait and see.

Crosses fingers.

Paul

In reply to a post by falko89:

Yes it says 5C on it.

Lucky sod you LOL.

They do look nice, I have heard they are easy to knock the faceplates off when hoovering due to there are no screws holding them on.

I do like the concept of the connections though .

I could of had one installed here when my fibres internal work was done, but the engineer said it wasn't worth it due to everything is on fibre including the phone.

And that there was absolutely no benefit is having one fitted, which is true apart from they look nice.

So they left me with a cable on the skirting with a BT plug one end and 2 wires the other and once FVA went live to just open up the NTE5A socket and replace the copper line with this one.
Which I did, so now it doesn't stick out much to get knocked

Paul

Well to be honest all this means nothing to me, I know nothing about them other than its a faceplate lol

In reply to a post by falko89:

Well to be honest all this means nothing to me, I know nothing about them other than its a faceplate lol

But, but they have such a nice curve on the corners whereas the old ones are at 90° angle LOL

Paul

They are nice and curvy. I got a 5C from my Friendly BT Engineer who was great and arranged to have my underground drop wire replaced which they had to dig up the drive. It does feel a bit loose though and would imagine one knock with the hoover and it would be off.

I, however, am not a fan, they are fiddly to terminate, especially any extension wiring. Also as mentioned, the SSFP's don't seem a snug fit. Style over content in my book.

A Boost engineer should be able to do it all, though what the guy today was on about, Lord knows.

Right guys we are now back up and working. I went to bed last night at 12 at it wasn't working, up this morning at 5am and low and behold its on. So I don't really have a clue what was done.

Thank you guys for all your help with this issue.

Yaaaay !

So the truth may never be told .... but it does point towards something remote at the ISP end doesn't it.

Yeah, I'm gonna phone them after to cancel the appointment tomorrow. I will ask them what exactly the issue was.

I admire your hopes, but after all that's gone on, a clear explanation seems extremely unlikely I'm sorry to say.

I once had something similar. Turned out Talk Talk had deleted me from the radius server for no reason.

In reply to a post by falko89:

Right guys we are now back up and working. I went to bed last night at 12 at it wasn't working, up this morning at 5am and low and behold its on. So I don't really have a clue what was done.

Thank you guys for all your help with this issue.

Glad its all up and running, is it at the speed you got before, I know you will probably have to wait for the up to 10 days for the line to stable, assuming they reset the line.

TBH, I think up to the point the Boost Engineer arrived, BT didn't believe it was an external fault, most issues have been internal ones. And where the Boost Engineer couldn't find the issue internally they realized it was an external issue, like at the exchange or in their network, my guesses are at the exchange like others have said.

As for getting answers on what the issue was, is 50 / 50, you might be lucky and get told what it was, but more than likely you won't.

Paul