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Standard User dasonix
(regular) Mon 28-Dec-20 22:42:05
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How to raise a major incident thats affecting whole estate


[link to this post]
 
Hi Guys My whole housing estate is suffering from the same issues.

The issue is just speeds slowing down really badly e.g. from 60+mb to under 1 mb at its worst.

Other residents with other ISPs are all having the same issue

So how do we get Calls with Sky, BT, EE etc etc all linked together into one big call for open reach to get sorted out.

example

EE 70mb FTTC

Edited by dasonix (Mon 28-Dec-20 22:45:04)

Standard User RobertoS
(elder) Mon 28-Dec-20 22:55:10
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Re: How to raise a major incident thats affecting whole esta


[re: dasonix] [link to this post]
 
You can't.

Are you anywhere near a flood area? On in one of the several TR13 postcodes that had a power outage Saturday or Sunday?

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Standard User Zarjaz
(eat-sleep-adslguide) Tue 29-Dec-20 06:05:55
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Re: How to raise a major incident thats affecting whole esta


[re: dasonix] [link to this post]
 
If there is a common issue, then Openreach will spot it, if all those affected raise the issue via their service providers.


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Standard User zyborg47
(eat-sleep-adslguide) Tue 29-Dec-20 08:51:52
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Re: How to raise a major incident thats affecting whole esta


[re: RobertoS] [link to this post]
 
In reply to a post by RobertoS:
You can't.

Are you anywhere near a flood area? On in one of the several TR13 postcodes that had a power outage Saturday or Sunday?


And that is one of the problems with open reach and why it must change.

Adrian

Desktop machine Ryzen powered with windows 10 , reluctantly.

Plusnet FTTC
Standard User dasonix
(regular) Tue 29-Dec-20 09:12:48
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Re: How to raise a major incident thats affecting whole esta


[re: RobertoS] [link to this post]
 
nope to all frown

EE 70mb FTTC
Standard User witchunt
(experienced) Tue 29-Dec-20 10:17:07
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Re: How to raise a major incident thats affecting whole esta


[re: zyborg47] [link to this post]
 
Service providers can escalate the issue within openreach. There already exists processes to do this. Alternatively when OR attend on fault reports, the attending engineer can escalate it further, either directly or via their patch leads or managers.
Standard User jchamier
(eat-sleep-adslguide) Tue 29-Dec-20 11:46:05
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Re: How to raise a major incident thats affecting whole esta


[re: zyborg47] [link to this post]
 
In reply to a post by zyborg47:
And that is one of the problems with open reach and why it must change.
Why?? It is exactly the same in corporate help desks, you don't want one caller to be able to create a ticket that big, you actually want the people affected to call in. Then the processes work and escalate to the big guns.

e.g. four people in a floor of 1000 may have problems, but the causes are likely to be at each desk. If everyone on the floor is affected, then the problems are no longer at the desks, but somewhere in the network between the floor and the core.

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Standard User j0hn83
(fountain of knowledge) Tue 29-Dec-20 11:49:57
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Re: How to raise a major incident thats affecting whole esta


[re: dasonix] [link to this post]
 
Possibly the cabinet backhaul to the OLT needs beefed up.

If after following the advise below you get nowhere you might want to email the OpenReach CEO.
Cabinet backhaul issues often aren't picked up.

Personally I wouldn't be relying on a bunch of random neighbours all coordinating with different ISP's in the hope some system spots the issue.

I'd be emailing big Clive right after reading this post.
Standard User dasonix
(regular) Mon 04-Jan-21 21:00:47
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Re: How to raise a major incident thats affecting whole esta


[re: j0hn83] [link to this post]
 
Just to update you all a number of us took John's advice and emailed the CEO of openreach this has resulted in the root cause being found ( cab needs to be upgraded) and in a few weeks we should all be back to expected speeds. ill keep you all updated. I think the fact that 400 properties are affected helped get the cogs in motion.

EE 70mb FTTC
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