This topic

Hybrid connect kick in when line is fine?

ALIWALIWOO — Mon, 28 Aug 2023 19:27:09 GMT

Has anyone come across issues with the Hybrid Connect kicking in when the line is perfectly fine? The device is brand new but after internet dropping persistently, latest Openreach engineer tells me the line was fine when the Hybrid operated. Didn’t think this was possible to trigger itself? Also, always seems off for 17mins which seems odd

Rogue Hybrid connect

ALIWALIWOO — Tue, 29 Aug 2023 17:39:39 GMT

Has anyone experienced the hybrid connect (Halo3+ SH2) kicking in, yet the line is ok. Engineer told me this is possible which seems odd. Hub log says service is dropping, which it feels like it is as internet disrupted but engineer says the line was ok at the time. Wondered if this means the BT equipment has gone rogue - else Openreach are not taking responsibility for faulty infrastructure.

Re: Rogue Hybrid connect

imjolly — Tue, 29 Aug 2023 17:46:39 GMT

Do you have FTTC or FTTP?

Re: Hybrid connect kick in when line is fine?

NeilO — Wed, 30 Aug 2023 15:53:29 GMT

Hi @ALIWALIWOO welcome to the community and thanks for posting, it should only activate when your Smart Hub 2 loses connection to the internet. If your internet is dropping then that would explain why Hybrid connect has switched on to keep you connected.

When your internet drops do the lights on your Smart Hub 2 change colour?

Thanks

Neil

Re: Hybrid connect kick in when line is fine?

ALIWALIWOO — Wed, 30 Aug 2023 20:15:55 GMT

I agree. However openreach tell me the line is fine. My hub says not. BT can also see it drop. Not sure how I can move forward issue with infrastructure as openreach deny any issue.

any idea how to escalate within openreach? - 5th engineer now booked and have also had 2 internal engineers - it’s very obvious the infrastructure is the issue but openreach don’t want to pay to repair it.

Re: Rogue Hybrid connect

ALIWALIWOO — Wed, 30 Aug 2023 20:19:15 GMT

FFTC. 4 engineers have been out - each day they have checked exchange to cabinet, then cabinet to house. Some minor joints fixed over these visits - reference made to a section that isn’t ducted where copper goes to aluminium. I get impressed this is the issue and openreach not willing to fix this section as too tricky/costly.

latest engineer said it’s the hybrid connect and that the line was fine when it kicked in - his suggestion was to switch if off, leaving me no back up. No surprise it’s still dropping.

I can’t see an end to this as BT and openreach won’t talk to each other and blame each other. Meantime, 5th engineer has been booked

Re: Rogue Hybrid connect

NeilO — Thu, 31 Aug 2023 07:49:34 GMT

Hi @ALIWALIWOO we've merged both your threads into one as it will make this easier for the community to follow. I'm really sorry the disconnections have continued and I would like to apologise for the inconvenience this is causing. If the FTTC broadband is dropping the Hybrid connect is doing exactly what it is meant to and kicks in to provide a mobile broadband whilst it is down.

If BT can see the disconnections when doing diagnostic checks then so can Openreach, I'm sorry they have told you there is no issue and agree that after so many engineer visits this will need to be escalated with them.

I'll send you a private message in a moment so you can get in touch with the moderation team and we'll be happy to guide you to a resolution.

Thanks

Neil

Re: Rogue Hybrid connect

ALIWALIWOO — Thu, 31 Aug 2023 14:28:45 GMT

Thanks Neil.

I am now also dealing with BT executive complaints team - they however tell me another engineer is all they can do. I would have thought as my service provider BT have some way to escalate to management in openreach. Else I will never get resolution. BT can clearly see the issue but aren’t able to help it seems?

if you have any ideas how to get someone in openreach to take this seriously please let me know. So far, the complaint team have shared a chart showing what I already know and asked me to take up with the engineer next time - not good

Re: Rogue Hybrid connect

NeilO — Thu, 31 Aug 2023 14:41:58 GMT

Hi @ALIWALIWOO the executive complaints team are the highest level of escalation you can go to within BT. They will be able to follow Openreach's escalation process to raise this higher. Even when it's escalated with Openreach it will still need an engineer visit to diagnose and resolve the problem.

Thanks

Neil

Re: Rogue Hybrid connect

ALIWALIWOO — Fri, 01 Sep 2023 08:25:13 GMT

Thanks Neil. I’ve not been too impressed with exec complaints as they keep promising to call, then diarise it on. They were supposed to ring me yesterday and didn’t, but moved it on to 4/9. Appreciate your comments and let’s hope they finally support to resolve, else I guess I will need letter of deadlock . Cheers

Re: Rogue Hybrid connect

ALIWALIWOO — Mon, 04 Sep 2023 17:38:20 GMT

Hi Neil. You mention that BT can escalate further up in Openreach. Can you tell me if that is more than raising a case with openreach - that’s what has been done so far to no avail and I am told this is the only thing that can be done. I was advised that I could log a complaint with Openreach as I had a concern with engineer behaviour, but their website leads me to a BOTthst doesn’t allow this, and refers me back to service provider.

Re: Rogue Hybrid connect

PaddyB — Mon, 04 Sep 2023 18:37:36 GMT

Hi @ALIWALIWOO,

Thank you for posting back. The Executive Level Complaint Team are very good at getting network issues investigated. Openreach provide and maintain the network and the only way to get a network issue investigated is by raising a case with them. They would have an escalation process they would follow depending on Openreach's response and nature of the fault.

I'm sorry if you weren't happy with the engineers behaviour. You can raise a complaint direct with Openreach. Take a look at Openreach's complaint policy- What do I do if I have a complaint?

If you click on the EiVA icon on the bottom right of the screen, then click on "other" and then "contact us", it will allow you to submit the complaint directly to Openreach.

Thanks,

Paddy

Re: Rogue Hybrid connect

ALIWALIWOO — Mon, 04 Sep 2023 21:12:39 GMT

Thanks for the info, but having tried that previously a few days ago (and retried tonight) via then same pages- it doesn’t work. Looks like you can, but it’s not possible - give it a go yourself?

When you follow the route you mention, the BOT gives you two options to give feedback on behaviour as part of other/complaint - both options take you nowhere and tell you to contact your service provider. I.e. Openreach do not accept complaints about this employees - funny that they allow you easily to add a complement!

I hope you are right about the escalations process and quality of what the exec complaints can do - I’ve used them in previous years and they were great but this time it’s not so good and even a simple update/callback doesn’t happen as promised on several occasions.