This topic

Hub 2 dropping

tommal — Wed, 25 Jan 2023 20:32:33 GMT

Hi all, hoping someone can help us, we left Bt in early December to another supplier but from day one had issues with there hub faulting and dropping daily. We deceived to return to BT but we have exact same issue with hub 2 flashing purple twice everyday. We have had master socket changed twice plus new dd6 cables etc have run with no devices connected either lan or wireless and still the same. BT are struggling to repair and have cancelled eng visits I have raised two complaints to which there own deadlines pass and still nothing. I can access the events page on hub and I know roughly what times it goes off, is there anything I can look for that would suggest root cause of issue, thanks

Re: Hub 2 dropping

licquorice — Wed, 25 Jan 2023 22:11:32 GMT

You have a line fault that engineers have so far failed to localise. All you can do is raise a fault and hope for a more diligent engineer.

Re: Hub 2 dropping

tommal — Fri, 27 Jan 2023 16:09:51 GMT

Thanks I have attached snips of router event log don’t know what means but appears to be a pattern from dsl drop ?

Re: Hub 2 dropping

imjolly — Fri, 27 Jan 2023 16:25:55 GMT

Have you raised another fault with BT a suggested by@licquorice

Re: Hub 2 dropping

tommal — Fri, 27 Jan 2023 16:39:22 GMT

Yes and didn’t show up today again, last visits were by same engineer who said he could t fix something that went of twice and we should upgrade to include hybrid connect so we did and unfortunately only once received and Ariel’s purchased ee 4g only one bar and very ineffective. Now expecting same engineer on Monday afternoon

Re: Hub 2 dropping

pippincp — Sat, 28 Jan 2023 01:28:16 GMT

If it is the same engineer and offers the same excuse you can submit a complaint to Openreach. His reluctance to investigate the fault and behavoiur in suggesting an inefective upgrade to your acconunt is (IMO) unacceptable.

I can show you where to go to submit the complaint after he has visited. I can't be pre-emptive but (from Openreach portal)

"Your complaint will be logged on our internal system and you will be provided with a unique reference number.

A dedicated customer service handler will be allocated to your complaint, or enquiry, to fully investigate and resolve your issue as quickly as possible, keeping you up to date throughout."

Update after his visit.

Re: Hub 2 dropping

tommal — Sat, 28 Jan 2023 15:32:04 GMT

Thanks for the info

got a text this morning to say someone from complaints team was calling between 1 & 3 but never got a call. Phoned them and a really helpful guy ran some test on something called home view or something and said “yes it’s red straight away and a code of od501ngd” another visit on Monday so hopefully get fixed

Re: Hub 2 dropping

tommal — Mon, 30 Jan 2023 13:23:37 GMT

No show again today now having to wait to the 1st what an absolute joke, called again and got usual “fault is closed but I can reopen and book another visit “ the level of service is shocking, 3 no shows in total and each time they close the visit as successful?

Re: Hub 2 dropping

tommal — Mon, 30 Jan 2023 13:24:58 GMT

Another non attendance

Re: Hub 2 dropping

NeilO — Mon, 30 Jan 2023 14:08:11 GMT

Hi @tommal I'm really sorry about the fault with your broadband and the missed engineer visits as I appreciate the inconvenience this must be causing you. I'll send you a private message so you can get in touch with the community moderation team and we'll be happy to help.

Thanks

Neil

Re: Hub 2 dropping

Robbo_0410 — Mon, 30 Jan 2023 14:30:00 GMT

@tommal this is why I am waiting for Virgin to become available in my area, moderators have done all they can for me trying to get engineers out but had the same problem as you they don't turn up and are refusing to fix it, Openreach are an absolute joke, BT provide a great service but unfortunately Openreach don't, best thing I can do is wait for the above and then cancel my contract, moderator was nice enough to have the minimum terms removed so I don't have to pay a cancellation fee, sounds like your in the same boat, I have to keep wiggling the ethernet cable that's plugged into the ONT for full fibre to my house as the connection is faulty to keep my service online, again Openreach's fault not BT's, literally can only go with Virgin when switching as they are the only service provider that don't use Openreach for there network infrastructure

Re: Hub 2 dropping

tommal — Wed, 01 Feb 2023 18:03:37 GMT

Engineer attended today “you know I am bending over backwards for you” wow would hate to see what it would be like if he wasn’t anyway I told him we had all power outlets apart from router and tv off and it still happens , called later to say he had put us on a new switch but would take 28days to settle so need to wait until after then to see if fixed.

Re: Hub 2 dropping

pippincp — Wed, 01 Feb 2023 18:51:12 GMT

It doesn't take 28 days to settle, more like 3. At least has you off his back for 4 weeks, at least that's what he is thinking.

Re: Hub 2 dropping

tommal — Fri, 03 Feb 2023 15:28:00 GMT

I can see from hub manager that we are still getting the issue once per day now since he changed switches or port will monitor it over weekend and am expecting a call from BT on Monday

Re: Hub 2 dropping

tommal — Tue, 14 Feb 2023 18:14:59 GMT

Two weeks since switch change at exchange and still the same although only drops once per day and speed has went from 57m to 35m, sane engineer attended yesterday and said it a rein issue and will be at least two weeks before they can attend. I will keep updating here until it’s fixed and post the fix although bt must be cash rich as I am now running at compensation at over £200 to be added to account once fixed

Re: Hub 2 dropping

tommal — Mon, 20 Mar 2023 20:23:54 GMT

So after 72 days we now have stable internet at 59mbps for past week, numerous visits, failed to show visits and what can only be described as a very unhelpful openreach engineer. A second engineer came out listened to our fault description and immediately set out to investigate, found an old copper line back at openreach switch which he thought was tripping our circuit also set about having someone re profile our set up and this seems to be I hope the root cause.