Raising a fault

I've over the last couple of weeks seen multiple threads (tbb and ispreview), where users have issue with a line, be it xDSL(exchange fibre or cabinet fibre) or full fibre and avoid raising a fault with the company.

I'm kinda asking myself, why haven't you raised a fault before posting!!

I think many are hoping a quick fix themselves might be doable, and advice found on such forums.

Lots seem to take a dim view of their service providers, and those they might employ to fix stuff.

In reply to a post by Zarjaz:

I think many are hoping a quick fix themselves might be doable, and advice found on such forums.

Lots seem to take a dim view of their service providers, and those they might employ to fix stuff.

Good points. I think good isp forums, help in solving issues that are non urgent. I think as well some don't know when to call/contact their isp. For full fibre, you really have little to fix. You can't mend a fibre cable or replace it (unless you have a fusion splicer etc).

Theres been some really legitimate wiring threads which should help others. I think im asking on the really obvious "why haven't you logged the fault" type issue

In reply to a post by Taras:

Theres been some really legitimate wiring threads which should help others. I think im asking on the really obvious "why haven't you logged the fault" type issue

Well, those who contribute to the wiring threads generally know what's what. But those with the questions have very little idea of how a phone line works or just how many protocols are co-existing on 2 parallel coppers. They just know it is complex. And it is only in the last 20 years with ADSL and filters and ring wires that people have had to even touch a telephone line. So culturally there is no folk knowledge, beyond the idea that if the problem is in the house it is probably down to you to fix it.

Thus, I think, people are actually being very rational in coming here to ask as a triage operation to ascertain whether to report a fault or to draw on the knowledge of the collective and hopefully fix it themselves.

In reply to a post by DFScale:

In reply to a post by Taras:

Theres been some really legitimate wiring threads which should help others. I think im asking on the really obvious "why haven't you logged the fault" type issue

Well, those who contribute to the wiring threads generally know what's what. But those with the questions have very little idea of how a phone line works or just how many protocols are co-existing on 2 parallel coppers. They just know it is complex. And it is only in the last 20 years with ADSL and filters and ring wires that people have had to even touch a telephone line. So culturally there is no folk knowledge, beyond the idea that if the problem is in the house it is probably down to you to fix it.

Thus, I think, people are actually being very rational in coming here to ask as a triage operation to ascertain whether to report a fault or to draw on the knowledge of the collective and hopefully fix it themselves.

Again very valid points. I think though, some of the issues where isps should have been contacted are fttp related and given the explosion of altnets we may have some are doing their customers a dis-service.

Don't get me wrong, I wouldn't be here if i didn't want to help others (where i can). I also think forums get the pointy end of stuff, for all types of things.

In reply to a post by Taras:

I've over the last couple of weeks seen multiple threads (tbb and ispreview), where users have issue with a line, be it xDSL(exchange fibre or cabinet fibre) or full fibre and avoid raising a fault with the company.

I'm kinda asking myself, why haven't you raised a fault before posting!!

Reason I posted before logging a fault was to know what I am talking about before talking to TTB Technical support so they cant fob me off with rubbish like its part of the service.

Also they're kind of directed to find out fixes for themselves when there's a real risk of a hefty charge for a no fault found visit.

In reply to a post by Banger:

In reply to a post by Taras:

I've over the last couple of weeks seen multiple threads (tbb and ispreview), where users have issue with a line, be it xDSL(exchange fibre or cabinet fibre) or full fibre and avoid raising a fault with the company.

I'm kinda asking myself, why haven't you raised a fault before posting!!

Reason I posted before logging a fault was to know what I am talking about before talking to TTB Technical support so they cant fob me off with rubbish like its part of the service.

Wasn't referring to you ❤. I think mentioning this subject has shown distrust amongst many consumers and tech support. I always took the view it was a few well known isps that were bad in that respect.

In reply to a post by hunnymonster:

Also they're kind of directed to find out fixes for themselves when there's a real risk of a hefty charge for a no fault found visit.

That does happen also, isp forums help alot since the cost to help is alot lower and potentially higher volume of fixes.

Also it's often quicker to check out here if there is a solution the user can use themselves rather than spend ages listening to being told their call is important to the provider, until their mobile battery goes flat.