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Hi,
My FTTC dsl light has died on my OpenReach modem, and ive left a message and sent an email. With no response in over two hours. Will this mean im basically out of luck until Monday?
ive checked everything the cable to the socket etc.. nothing. Considering nothing has been touched for over a month, I doubt its anything on my side. Powering the Openreach modem on/off does produce anything either.
Anyone know how to get this escalated.
Snake  |
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I think they're a bit busy at the moment, there's other problems as well, but if you've lost connection completely then somebody should get back to you when they check the phones etc.
They'll probably have to arrange a visit from a BT engineer (that's what happened when I lost sync last weekend), and BT engineers don't seem to work weekends. So you'll probably be without FTTC until Monday 
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The author of the above post is a thinkbroadband moderator but it does not constitute an official statement on behalf of thinkbroadband.
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I suppose I was spoilt form Be* where they would have people atleast answer the phone, so you knew someone was working on the issue.
I can't believe I will have to wait till Monday.
Snake |
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I suppose I was spoilt form Be* where they would have people atleast answer the phone, so you knew someone was working on the issue.
I can't believe I will have to wait till Monday.
Consider yourself lucky this didn't happen near Christmas. Idnet close support for over two weeks!
I was with Be before and like you say even it there was a fault at 4am someone was their to answer the phone.
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I can't believe I will have to wait till Monday. I'm just going by what happened to me... if IDNet can persuade a BT engineer to get off his backside you might not have to.
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The author of the above post is a thinkbroadband moderator but it does not constitute an official statement on behalf of thinkbroadband.
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i tell you this one thing, right now there are no openreach engineers sitting on their [censored], and comments like this do not help those of us that come on here and offer support
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The author of the above post is a thinkbroadband moderator but it does not constitute an official statement on behalf of thinkbroadband.
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that is untrue, care level dictates whether you get weekend appointments they do not usually issue appts for sunday however let it be known that end users are being dealt with 7 days a week, we are all working very hard to restore any issues and meet installation dates.
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Well I got reply and I just need to wait now. I am hoping its something they can fix quickly.
Snake |
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if its permanently off first thing to check for myself would be the modem, then secondly if there is sync at the pcp. i think you will find it will be easily resolved when the guy/gal arrives on-site
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Mine turned out to be simply a crashed DSLAM and was fixed with a remote reset.
Quite why BT couldn't have tried that when the fault was reported on the Sunday I've no idea, but the engineer brought a replacement modem when he came on the Monday, that's the usual cause of failure apparently.
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The author of the above post is a thinkbroadband moderator but it does not constitute an official statement on behalf of thinkbroadband.
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your retailer cannot reset the port, to prevent the systems being full of resets from various different providers.
this is why they wait until openreach get on-site to decide where the issue is born from, then if no sync is proven on the connection at the pcp then a reset/lift and shift is requested.
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You miss my point, I didn't suggest that IDNet reset anything.
The fault was reported to BT on the Sunday, if BT had tried a remote reset at the time it would have avoided one irritated customer and a couple of hours of wasted engineers time.` Worth a try I would have thought.
Apparently the "remote" engineer commented that this was the third one he'd had to reset in as many days.
Edited by billford (Sat 16-Apr-11 20:44:29)
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The author of the above post is a thinkbroadband moderator but it does not constitute an official statement on behalf of thinkbroadband.
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if his provider is idnet then why would he be contacting bt?
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if his provider is idnet then why would he be contacting bt? I'd like to know how IDNet could arrange an appointment for a visit by a BT engineer without contacting BT 
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The author of the above post is a thinkbroadband moderator but it does not constitute an official statement on behalf of thinkbroadband.
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sorry, i read that again you meant your fault.
may be the case that bt do not have portals to carry out a hard reset on a dslam.
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if his provider is idnet then why would he be contacting bt? I'd like to know how IDNet could arrange an appointment for a visit by a BT engineer without contacting BT
i said he (the op) could not contact bt directly as he is an idnet customer.
this is where reselling becomes confusiong. i do not know if idnet would report it to wholesale who then would report it to openreach.
or if idnet would report it directly to openreach
Edited by deleted (Sat 16-Apr-11 20:56:43)
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this is where reselling becomes confusiong. i do not know if idnet would report it to wholesale who then would report it to openreach.
or if idnet would report it directly to openreach I don't know either
But istm that there's a breakdown in the system somewhere... if there's a quick way that might get rid of a problem it's almost always worth trying it first, and only send out an engineer for on-site fault-finding if it doesn't work.
I'd just want to add- no problem with the engineer, in fact he was very helpful. Even sorted out a bit of wiring that he thought looked past its best!
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The author of the above post is a thinkbroadband moderator but it does not constitute an official statement on behalf of thinkbroadband.
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You're wasting your time in the idnet forum, boygsi.
Edited by deleted (Sat 16-Apr-11 22:01:27)
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lol
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Was this sorted out eventually and the fault identified? Did iDNet reply either via phone or email?
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if there's a quick way that might get rid of a problem it's almost always worth trying it first,
unless that has an effect like 30 other users [perhaps of disparate isp's] finding their line has dropped and reconnected.
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Was this sorted out eventually and the fault identified? Did iDNet reply either via phone or email? The OP got a call later the same evening:
http://forums.thinkbroadband.com/idnet/t/3994571-ftt...
but I don't know the outcome.
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The author of the above post is a thinkbroadband moderator but it does not constitute an official statement on behalf of thinkbroadband.
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Ok all sorted now. IDnet arrange for BT engineer, first thing Monday morning (8am), however the next engineer slot was Tuesday .
Engineer arrived 8am, tried a new modem, but that didn't work. So I went on to explain to him that originally when I had the install done, I had two lift had shifts, originally port 71 to 51 then finally to port 1.
The original engineer found that port 50 on-wards were not working, so they put me on port 1. Over the weekend there was some sort of reset, and because my port details were not updated port 1 was shut down.
Finally got it all sorted, but I think remembering what happens originally helped a lot.
The engineer was great as he agreed there was mis-communication and that the details had not been updated. Its all sorted now
Snake |
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That's good to hear
But once again, it's a pity you had to wait several days for an engineer call-out to fix a problem that could have been fixed remotely in a few minutes if BT had decent lines of communication available to both ISPs and end users
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The author of the above post is a thinkbroadband moderator but it does not constitute an official statement on behalf of thinkbroadband.
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Or even if BT just had decent lines of communication between departments as well. 
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The OP got a call later the same evening: Thanks Bill, I missed that one. Looks as though all is now well
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where are you as this rings a bell?
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Ilford seven kings off green lane
Snake |
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