And you believe every word still?

Beggers the Q does not 1st Tier FMT resolve faults?

See this ending in Tiers!

I like the "Ending in Tiers"

To be honest, I don't believe a thing they're saying. I'm thinking that this 2nd tier may well release me from contract, but I have taken your advice and wrote a letter of complaint that's almost ready to go.

In reply to a post by Vince730i:

Excuses Excuses

Is that original, or did you find it elsewhere?

I have a feeling it could catch on .

In reply to a post by Vince730i:

To be honest, I don't believe a thing they're saying. I'm thinking that this 2nd tier may well release me from contract...

If some level of support or accounts say that they will release you from the contract please be sure to get written confirmation of that clearly stating that you will not be liable to any future payments other than any minimal balance due on account closure.

Also don't forget to request a MAC key.

Hopefully a SFI will sort out the line issues before that becomes necessary though

As you never had these issues with Sky BB and your physical line hasn't changed, then something must have gone wrong in moving you from Sky LLU kit to EE/BTw WBC kit at exchange. I believe there is a operation they can do called "Lift 'n Shift" that would move your line to another "port" at exchange that may not be faulty.

Edited by XRaySpeX (Sat 13-Apr-13 01:31:28)

Thanks again all for your posts and advice

Right, I had a call from 'Customer Relations' (Can confirm that they are real) and they called me to say "We need to send an Engineer out to resolve this issue, is Monday Okay?" I said No, it's not Okay. She asked me why and I told her that if he's coming to 'test my line' I'm wasting my time, and they're wasting their money, but if its an SFI Engineer, Monday is fine. (I did explain the 2 Engineers have already been out) and she put me on hold and went off to find out. She came back and confirmed that it "will be an SFI Engineer and if the fault isn't fixed this time, they will give me a MAC Code and release me from my contract. The only bit of the conversation that I can't get my head around was although he is going to the exchange first, when he calls here after, I'm to ask him "What he has done, what he intends to do, and ask him to call EE to discuss what else they can do to resolve the fault." Considering they call them selves "One of the Biggest Telecommunications Companies" , I was surprised they have no real idea what they're doing next to resolve this Fault. Anyway, I'm going to spend a whole weekend with a lowering NM, a fair few signal losses. Suppose I should be used to it by now as its exactly 7 weeks today that the fault started

In reply to a post by Vince730i:

...She came back and confirmed that it "will be an SFI Engineer and if the fault isn't fixed this time, they will give me a MAC Code and release me from my contract. The only bit of the conversation that I can't get my head around was although he is going to the exchange first, when he calls here after, I'm to ask him "What he has done, what he intends to do, and ask him to call EE to discuss what else they can do to resolve the fault."

I had a SFI visit but he came to my house first, found that there was a line fault when he tested from the test socket, went to the cabinet and did some tests there and proceeded to the exchange where he eventually found and fixed the fault. The phone line was dead for 2 hours whilst he did the work. When he finished the work at the exchange my phone line was reconnected and he called me to say what he had done and was going to make a report that would eventually be seen by my ISP.

I guess things can be done differently to what I experienced though, especially perhaps if a difficult to access or underground line fault is discovered?

Edit: The problem for you is, however, that the ISP will issue a MAC key and release you from the contract if the issue can not be resolved - in other words they will "wash their hands" of you and your line fault. But I have every faith in the ability of SFI's to deal with line faults although it could potentially take some time to fix

Edited by 4M2 (Fri 12-Apr-13 23:35:24)

That looks as though someone with a brain at EE has looked into it and suspects a duff connection or line card at the exchange. Along the lines of what XRaySpeX has suggested is the problem.

EE may even have requested a "Lift and shift", which is completely remaking your connection at the exchange end, to a different port.

Let's hope that is it. Good luck .

Edited by RobertoS (Fri 12-Apr-13 23:22:19)

Yeah, looks like we are on the "Lift 'n Shift" route at last, or at least taking a shufti at the exchange connection

Well.... I'm feeling a bit stupid now as it seems my TV is wiping out my broadband. I'm in the process of moving it and seeing what happens. Apparently the Orange/EE Brightbox is a very good router, but its downside is Interference. Luckily the SFI Engineed had an RF meter and he has taken the Model number of the TV and is off to investigate further. I hope my TV isn't the cause of my neighbour being on 60meg download plan with Virgin, but only getting 3. This could get interesting