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Poor speed and connectivity Full Fibre 900

Glensmall — Thu, 23 Feb 2023 16:43:08 GMT

A week ago my Internet became unusable. Blue light still on the smart hub 2, WAN link says 1000,but nothing will work on the Internet. Using the app to do a speed test, that comes back with 400 Meg, well below the 700 minimum. A basic ping of Google shows 10-13% packet loss. Web pages won't load, speed test to a device shows as 200Kbps tops.

I raised a support ticket and I keep getting txt messages saying they have fixed the issue, but there is no change.

I keep phoning and getting an engineer booked, but the engineer never shows up. They keep claiming its fixed when it isn't, and keep cancelling engineer appointments.

Anyone else had similar terrible technical and customer service?. Any ideas what to do.

We have Zzoomm doing full fibre in the area, I'm very tempted to cancel my contract with BT and switch providers, as BT don't appear to care about my issue at all. A week in and I still have no usable Internet.

Re: Poor speed and connectivity Full Fibre 900

iniltous — Thu, 23 Feb 2023 16:52:10 GMT

What is the status of the lights on the ONT , does the LOS light stay off , is the PON light lit and steady ?.

Try power cycling the ONT ( switch off , then back on ).

Hopefully all your tests are being conducted with a wired device ( not wireless ) ,if reasonably confident, you could try connecting a laptop directly to the ONT , setup a PPPoE connection and try a speed test etc, this would eliminate the router as a potential issue as your laptop wouldn’t be connected via the router , wired or wireless

Re: Poor speed and connectivity Full Fibre 900

Glensmall — Thu, 23 Feb 2023 17:36:23 GMT

The lights remain on all the time. Have tried reboots etc... The only thing I've not tried is the laptop directly to the ONT. Will give that a go now.

Re: Poor speed and connectivity Full Fibre 900

Glensmall — Thu, 23 Feb 2023 17:46:32 GMT

Connected my laptop directly to the ONT and set up a PPoE connection. Same issues, impossible to load a Web page, far too slow. Ran ping -t Google.com from the command line and got 13% packet loss over a 60 second period. Basically the same result as wired and wireless via the smart hub 2.

Re: Poor speed and connectivity Full Fibre 900

iniltous — Thu, 23 Feb 2023 17:59:04 GMT

Unless you are the only current customer on your splitter , then anything downstream of the ONT , will affect all users , so if it were the Headend /OLT you would imagine everyone else would be experiencing the same issues, so assuming that’s not the case , suspicion falls on the ONT itself , if you have tried rebooting it and it’s the same , it probably needs replacing, even if it’s a process of elimination , but as you say , getting acceptance of the issue is the first barrier to cross.

There is a FTTP customer service number often quoted on here , search for it and give them a call if regular customer service don’t seem to accept you have an issue.

Re: Poor speed and connectivity Full Fibre 900

Glensmall — Thu, 23 Feb 2023 19:28:44 GMT

That's the problem I have. I've called them, they book an engineer from open reach, and then I get an email saying the appointment has been cancelled, they've found a fault and don't need to visit. Days go by with no resolution, and then I get a text saying its fixed. I reply that it isn't, make another call, and so the cycle starts again.

I stayed home on Monday, Tuesday and Wednesday waiting for booked engineers that never showdd up.

Tried contacting open reach but they say the fastest way to get a fix is via BT retail. BT retail are a joke. Very friendly, but ultimately haven't delivered.

Re: Poor speed and connectivity Full Fibre 900

NeilO — Thu, 23 Feb 2023 19:59:08 GMT

Hi @Glensmall I'm sorry about the problems with your service and the missed engineer visits. I'll send you a private message so you can send over your details to the moderation team and we'll be happy to help.

Neil

Re: Poor speed and connectivity Full Fibre 900

Glensmall — Sat, 25 Feb 2023 19:17:05 GMT

Another day, another engineer appointment where they didn't show up. Another day (8 in total now) where my issue has not been solved, no contact from BT either.

I log in to find that once again, their system says I have told them the fault is fixed (I haven't). Getting quite sick of being lied to, mislead and generally ignored. I even had a callback planned with the executive complaints department... Guess what, they didn't callback. What a joke.

Fortunately Zzoomm have fitted their own full fibre network in my area, and are £20 a month cheaper than BT. Since BT don't appear to care about customers with faulty products, I may as well leave. By 17th March I'll be entitled to break my contract.

Utterly disgusting level of service.

Re: Poor speed and connectivity Full Fibre 900

pippincp — Sun, 26 Feb 2023 00:03:48 GMT

Did you reply to the mods? If so just wait for them to get back to you. They will keep you informed all the way until resolution.

Re: Poor speed and connectivity Full Fibre 900

Glensmall — Sun, 26 Feb 2023 07:55:19 GMT

Yes I did reply, and guess what.... No reply. Seems to be a pattern.of empty promises.

Re: Poor speed and connectivity Full Fibre 900

Keith_Beddoe — Sun, 26 Feb 2023 08:01:03 GMT

@Glensmall

The moderation team are very small, and deal with each case in strict order. You would normally expect to be contacted personally within a week, and they take ownership of the issue.

Re: Poor speed and connectivity Full Fibre 900

Glensmall — Sun, 26 Feb 2023 08:12:58 GMT

Right, so after a week of outage, a week with the large tech support team feeding me **bleep** about what's happening, and the executive complaints team joining in, you're suggesting that I wait yet another week so that a small group for forum moderators can get back to me?

You're seriously suggesting I wait another week so someone can read the fault log and tell me "oh it's with open reach, so I'm sure they'll fix it".

Your comment isn't helpful... Its the sort of **bleep** BT have given me for a week already. Just another excuse.

Re: Poor speed and connectivity Full Fibre 900

Keith_Beddoe — Sun, 26 Feb 2023 08:13:57 GMT

This is just a customer to customer help forum, everyone here, including myself, are just customers.
The only BT Employees are the forum moderators.

Re: Poor speed and connectivity Full Fibre 900

Glensmall — Sun, 26 Feb 2023 08:17:04 GMT

You should get a job with BT then. You're stating the obvious and not helping to solve the problem. You'd fit in very well in their customer service team.

Re: Poor speed and connectivity Full Fibre 900

Keith_Beddoe — Sun, 26 Feb 2023 08:29:12 GMT

I worked for them for nearly 42 years, started when I was 16, retired many years ago now.

Technology has moved on considerably. Fibre, in theory, should be more reliable, but it has a very complex infrastructure and plenty of failure nodes, with multiple splitters and critical optical light levels. A low light level at one point can affect hundreds and possibly thousands of customers at a time. Its not that easy to find faults without specialist equipment that not all Openreach Field Technicians have.

Copper connections did not have these sort of issues, unless a major cable was cut by accident, usually caused by external contractors or someone stealing copper.

Re: Poor speed and connectivity Full Fibre 900

Keith_Beddoe — Sun, 26 Feb 2023 08:36:58 GMT

Also bear in mind that the residential service is intended for entertainment and general web/email usage and is highly contended, so performance is going to vary considerably, depending on the number of active users, so you are never going to get the full speed all of the time.

For people who require a better connection which is not contended, then BT Business offer such a service at a premium.

Re: Poor speed and connectivity Full Fibre 900

DanielS — Sun, 26 Feb 2023 09:29:44 GMT

Hi @Glensmall,

I am sorry that we haven't been able to get back to you yet.

It takes us 1-2 working days to get back to you once you send us in your details. I can see that you sent them to us on Friday. We should be in touch with you tomorrow.

If the Executive complaints team are involved, they should be able to fully help you with everything. We can check to make sure that they do have it in hand and will be contacting you.

Thanks
DanielS

Re: Poor speed and connectivity Full Fibre 900

Glensmall — Sun, 26 Feb 2023 11:14:17 GMT

The executive team is one of many teams that said they would call me back, and never did. I've had 5 engineer visits booked and no one turned up, I've had 3 callbacks arranged and no one has called.

I've given up on actually getting anyone to deal with this.

Re: Poor speed and connectivity Full Fibre 900

iniltous — Sun, 26 Feb 2023 11:55:23 GMT

Are any of your close by neighbours on Openreach FTTP ( the ISP doesn’t matter ) , if so , do you know if they are having the same sort of issues ?.

Its possible that there is a known issue affecting the entire PON ( so something at the headend optics/electronics, that you are part of ) , if this were the case sending someone to your property would be pointless, and could explain why any visit a BT customer service rep arranges for OR , ultimately get cancelled, that’s not to excuse poor service though , you should be kept informed.

Its not an excuse, but the way this business is required to be run by the Government regulator Ofcom , is that you can only speak to your ISP , and they speak to their supplier Openreach, hence you not having any direct communication with OR, it’s not allowed for OR to take control of the interaction with consumers and their ISP .

If it were your complaint that alerted OR ( via BT ) to an issue at the headend, and that were the 23rd Feb ( even if you were experiencing unreported poor performance for a week before that ) , it’s still a fairly short period considering the weekend, as said though I’m not offering excuses, it should be fixed quickly and so far it hasn’t been.

Re: Poor speed and connectivity Full Fibre 900

Glensmall — Sun, 26 Feb 2023 14:21:45 GMT

The fault was reported on 17th. We've determined that the fault is not within my property, but depending on who you talk to at BT, either no one else is having the problem, or they are unable to get any info out of OpenReach.

9 days isn't a short period of time for a complete outage, what's is poor s that their original max fix date was 22nd, but someone from BT closed the ticket without my permission, and opened a new one on 21st (clearly to not fail the SLA). The 2nd ticket was closed on Friday without my permission, claiming I said it was fixed... Which I didn't.

While all this has been going on, I've had appointments for engineers to turn up on Monday, Tuesday, Wednesday, Friday and Saturday.... None of which happened. I had a callback from them arranged for Thursday (twice) & Friday, no one called.

This is disgusting customer service. I'd have a lot more respect if someone told be honestly what the issue is and that it will take weeks to fix. It would be a BS reply, but I'd at least respect the honesty. All that I have currently is conflicting info, broken promises and utter failure to resolve my issue.

Fortunately OpenReach isn't the only fibre network in my area, and alternative ISP offer far more competitive rates for the same speed. Since BT don't appear to be doing anything to resolve my issue, it looks like I'll be ending my contract early.

Disgusting level of service.