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