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Open Reach wont fix our wiring problem

Chapman2013 — Tue, 12 Jan 2021 17:05:50 GMT

We have had two engineers visit in the past few days to address our low internet speed, we should be getting a min of 32 Mbs but only achieve 12 Mbs at best. Both identified the cable from the telegraph pole to our house as the root cause (old and not fit for purpose). However, the engineer today then decided to simply reset our hub and say that has improved the speed (which it hasn't) and was told by is manager not to carry out the cable replacement. Home working and home schooling is a problem with this service. Additionally, we are not getting the service we are pay for.

Also, the first engineer identified that are speed had been capped. Todays engineer was not interested to following up on this observation.

How can Open Reach be made to fix their problem?

Re: Open Reach wont fix our wiring problem

imjolly — Tue, 12 Jan 2021 17:32:50 GMT

in order for the forum members to help please can you post the stats from your router (if hub enter 192.168.1.254 in your browser) and if HH5 then go to troubleshooting then helpdesk and if HH6/SH2 then advanced settings then technical log information .

Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal

enter your phone number and post results remember to delete number https://www.broadbandchecker.btwholesale.com/#/ADSL

Someone may then be able to offer help/assistance/suggestions to your problem

Re: Open Reach wont fix our wiring problem

Chapman2013 — Tue, 12 Jan 2021 17:46:47 GMT

Re: Open Reach wont fix our wiring problem

imjolly — Tue, 12 Jan 2021 17:49:10 GMT

is there any noise when you do quiet line test with corded phone?

Re: Open Reach wont fix our wiring problem

Chapman2013 — Tue, 12 Jan 2021 18:05:50 GMT

Using a corded phone the line sounds fairly quiet

Re: Open Reach wont fix our wiring problem

imjolly — Tue, 12 Jan 2021 18:09:04 GMT

@Chapman2013 wrote:

Using a corded phone the line sounds fairly quiet

Sorry but it should be silent with no noise. Any noise can be a problem for your broadband and would need fixed

Re: Open Reach wont fix our wiring problem

Chapman2013 — Tue, 12 Jan 2021 19:01:20 GMT

Well it isn't silent. Might not be a surprise given we've twice been told the cable from pole to house is not fit for purpose. How can Open Reach be made to fix the problem which they have identified?

Re: Open Reach wont fix our wiring problem

imjolly — Tue, 12 Jan 2021 19:31:19 GMT

you cannot make openreach fix your line just because you cannot get the minimum speed shown on the dslchecker if you have noise on your phone line then you get opereach back to get your phoneline fixed not broadband

Re: Open Reach wont fix our wiring problem

Chapman2013 — Wed, 13 Jan 2021 06:50:31 GMT

Okay. However I have a contract with BT stating the minimum speed of 32 Mbs. At best we achieve 12 Mbs but this drops during peak periods. Therefore I'm paying for a service which is not being provided. My neighbours have internet speeds well into the 30 Mbs region but have had their pole to house cable replaced in the past.

Two engineers have both identified the cable to our house as the problem. Therefore, for BT to be able to provide me with the service that they are contracted to provide they require Openreach to address the root cause.

One of the engineers also told me that the line has been capped at 13 Mbs to made it more stable.

Something is wrong and needs to be fixed as soon as possible as this impacts on our ability to work from home and home school at the same time.

Re: Open Reach wont fix our wiring problem

Starwire — Wed, 13 Jan 2021 06:53:00 GMT

If you and the two Engineers who visited first identified the Drop Cable as being faulty why didn’t one of those two change it instead of assuming the third one would?

Or were the first two Engineers just the CP Socket Jockeys? If so I’m interested how they tested the Drop Cable as Qube Engineers aren’t given Copper Testers like the EXFO and or access to the Openreach Engineering Fast Test RUE System.

Re: Open Reach wont fix our wiring problem

Chapman2013 — Wed, 13 Jan 2021 07:37:23 GMT

The first engineer said he wasn't allowed to go up heights and therefore needed to escalate the job, which to be fair to him he did and booked and second engineer in before leaving. When escalating the job he clearly told the call centre that the cable needed replacing and to address the line cap as well. The second engineer had the cable on his van and talked me through what he was going to do but then spoke to someone on his phone and can back to say he was no longer replacing the drop cable. His "manager" had told him by phone not to as there could be other reasons further down the line. How can someone remotely diagnose the fix? Does no one work efficiently anymore? I guess not, that's why Openreach are happy with our broadband speed!

Re: Open Reach wont fix our wiring problem

Starwire — Wed, 13 Jan 2021 08:44:41 GMT

What a fudging farce!

So one Telecoms Engineer who works for a Network Provider whose Network has something like 3 Million Telephone Poles on it can’t climb. What next, a Taxi Driver who never learnt to drive?!?!

Then the icing on the cake, an Engineer who was going to replace it but his PM says not to. Changing a Drop Cable isn’t exactly a time consuming and taxing job so why his PM told him not to is beyond me, must be a Prod chasing ******.

No wonder the Company is going to s***. 😒

Re: Open Reach wont fix our wiring problem

imjolly — Wed, 13 Jan 2021 09:52:43 GMT

I have asked the forum mods to see if they can help you as nobody else seems to want to do anything they will post here but may be a few days

Re: Open Reach wont fix our wiring problem

DavidM — Wed, 13 Jan 2021 15:46:49 GMT

Hi @Chapman2013 and welcome back, it's been a while.

I'm sorry there's been a mix up getting this sorted. I'm sure I can help. I'll drop you a private message now so you can get in touch.

Cheers

David