This topic

Qubegb bt home tech expert

darylf — Sun, 20 Dec 2020 17:53:20 GMT

After multiple engineer visits, and faults detected/not fixed, other than by a quick reset only for our broadband to inexorably slow to a crawl, and assistance from admins, following further problems we have now been offered a "qubegb bt home tech expert" visit, my question is will this person actually be equipped to fault find/up a pole/in the great outdoors, or will they just come in and switch the hub off and on a few times??

PS please don't ask me to post a lot of router stats.

Re: Qubegb bt home tech expert

Keith_Beddoe — Sun, 20 Dec 2020 18:01:47 GMT

@darylf

According to this, the BT Home Tech Service has closed https://community.bt.com/t5/Home-setup-Wi-Fi-network/Closure-of-BT-Tech-Expert-help-desk/td-p/2108964

More likely https://www.qubegb.com/

Re: Qubegb bt home tech expert

darylf — Sun, 20 Dec 2020 18:19:59 GMT

Sorry I have no idea what you mean, we definitely have a qubegb bt home tech expert coming tomorrow booked by BT following a complaint about broadband.

Re: Qubegb bt home tech expert

darylf — Sun, 20 Dec 2020 18:12:36 GMT

My question was really to find out whether it is worth having this tech expert visit?

After complaining once again about appalling broadband speeds on friday, our broadband went from 0.5 mb (which it had been for several days) up to over 5 in the blink of an eye, which I think is the result of a quick reset. So for now our broadband is acceptable, we were also booked the tech expert, but I can't see any point in having this visit if it is not an openreach engineer with all the gear, it will just be a waste of their and our time.

Re: Qubegb bt home tech expert

yorkspark — Sun, 20 Dec 2020 18:38:43 GMT

@darylfwrote:
Sorry I have no idea what you mean, we definitely have a qubegb bt home tech expert coming tomorrow booked by BT following a complaint about broadband.

Did you read the link?, there are no bt home tech experts, that service finished on the 15th Dec.

Qubegb are a private company based in scotland and are partners with various companys providing infrastructure.

Re: Qubegb bt home tech expert

darylf — Sun, 20 Dec 2020 18:44:08 GMT

yes I did read the link, we have a bt tech expert from qubegb booked for tomorrow, maybe just maybe bt have ceased providing the service and outsourced it to qubegb?? Did you read my post, I only want to know whether its worth bothering with.

Re: Qubegb bt home tech expert

darylf — Sun, 20 Dec 2020 19:05:07 GMT

Furthermore the person booked to come tomorrow from qubegb is exactly the same person who came in May as a bt home tech expert so all this about the service no longer exists is just smoke and mirrors, but now I know it is not an openreach engineer, just a router switcher onner switcher offer I have cancelled it, thank you for your responses.

Re: Qubegb bt home tech expert

-Richie- — Sun, 20 Dec 2020 19:15:53 GMT

I think there's confusion here over who does what, previously BT offered 24/7 advanced tech support, they could offer remote assistance and the cost was around £10 per month, that telephone support team are no more.

BT now have an agreement with Qube, they do home visits to troubleshoot problems, setup equipment and other services.

24/7 Tech support closed
Qube Home Tech visits still available

I hope that clears up the confusion between the 2 🙂

Re: Qubegb bt home tech expert

Daberry2 — Mon, 06 Feb 2023 16:27:04 GMT

Oh dear I have a Qube engineer coming tomorrow..Have been told you have to go through them first to get access to Openreach?

Re: Qubegb bt home tech expert

-Richie- — Mon, 06 Feb 2023 17:59:53 GMT

@Daberry2wrote:
Oh dear I have a Qube engineer coming tomorrow..Have been told you have to go through them first to get access to Openreach?

If BT suspect a fault or performance issue is internal, they'll send Qube first, if Qube find the fault is external it's then escalated to Openreach.

If the fault is found to be external, then Openreach is sent to investigate at first point of contact.

Re: Qubegb bt home tech expert

Daberry2 — Mon, 06 Feb 2023 18:29:42 GMT

Sorry what does "internal" and "external" mean here exactly? thanks

Re: Qubegb bt home tech expert

darylf — Mon, 06 Feb 2023 18:41:25 GMT

Internal, inside the house, ie your router socket etc, external, outside the house, up a pole etc

Re: Qubegb bt home tech expert

licquorice — Mon, 06 Feb 2023 18:41:52 GMT

Inside your house or outside of your house

Re: Qubegb bt home tech expert

Daberry2 — Wed, 08 Feb 2023 09:46:55 GMT

Thanks everyone for replies. Quick update on my fixed fault and a general question about tech info on BT and Openreach networks:

1. Didnt sound like the Qubegb tech would have been the right person to fix my fault so was happy it was resolved before and could type "ABORT" the appointment to the Bot via text (which also worked well! )

2. I have an FTTP connection and decided to power reset my Openstream ONT and within 30 secs of it coming back up the Hub2/Router went from Orange to Blue and everything started working. Looks like that fixed it ...but..

3. Few minutes laterI noticed an Openreach contract team working on "my" pole just down the street, turns out they had phoned in a fault an hour before on a new install to a neighbour and that had recently started working too. So who knows if it was my reset or more likely the Openreach network operations action that really fixed it ? Anyway both are working - fingers still crossed!

Background concern - my install of FTTP was the first on this fibre splitter and was very problematic - turned out my area had been provisioned "in a hurry" by another contract company and all of the patching at the Openreach optical splitter was wrong and didnt match the documentation. So can I expect issues every time a new customer is added? If physical reality and network documentation is still conflicting?

Final question does anyone have a link to docs that cover the protocols and addressing scheme used by the Openstream ONT box and the network side (over the ethernet connection) on the Hub2? A quick google search only gave overview stuff and a tech description dated 2016 - expect its changed since then?

Re: Qubegb bt home tech expert

licquorice — Wed, 08 Feb 2023 11:10:58 GMT

@Daberry2 wrote:

Final question does anyone have a link to docs that cover the protocols and addressing scheme used by the Openstream ONT box and the network side (over the ethernet connection) on the Hub2? A quick google search only gave overview stuff and a tech description dated 2016 - expect its changed since then?

No idea what you mean by that. The ONT is purely an optical modem, the link from the ONT to the Hub is just Ethernet. The ONT is not user accessible. The PPPoE session is performed by the hub.

Re: Qubegb bt home tech expert

Daberry2 — Wed, 08 Feb 2023 13:22:54 GMT

Thank you so much, even when you dont understand you still give an answer!