Fault Tracker - Why did it LIE??

[TonyButterworth]

"Fault fixed

You have told us that your fault was fixed"

OH NO I DID NOT!!

At no point did I ever tell BT that the fault was fixed. The fault still exists.

I have tried to contact BT several times but each time after waiting on hold for ages, listening to that aweful music, I gave up.

My upload speed is around 5Mbs.  It has suddenly dropped from 9Mbs which it has been since I signed up several years ago.  When I logged the fault they ran tests and said it was 9Mbs to the hub. I connected my PC directly to the hub with a cable and it's still around 5Mbs or less. How is that possible?  It can only be a fault in the hub, surely??

I can't work with this!

[imjolly]

This is a ustimer community forum and your post does not go to BT

 what connection speeds down/up does it show in the hub stats? Can you post stats?

When you say you cannotwork  with this is this a business connection not residential?

[WSH]

No offense meant, but 9Mb/s and 5Mb/s.   Are you sure that's correct?

That's extremely slow in both cases, so I'm surprised you notice any difference.  

[iniltous]

Faults are closed without the customer requesting the closure all the time , and although  it may say ‘you’ advised the fault was fixed that’s not always true …in this case chances are Openreach closed the fault themselves , after examining your service stats (upload, download sync rate , system uptime etc ) , upload speed has no guaranteed minimum, if your line is working , then OR visiting your home serves no purpose, and as stated , 9Mb or 5Mb is of no consequence to OR , as it’s not subject to a minimum like download …..what is it you do that 9Mb is satisfactory but 5Mb isn’t …if its business related , that’s also of no consequence on a residential tariff.

As requested, post your router connection statistics, that will show the upload sync rate of your router , presumably you measured upload speed is from a speed tester site which isn’t necessarily a reliable measure,

[chrisjp]

You don't say what your download speed is. Has that also suddenly dropped, or has it remained constant?

[SohoW1]

Hi there,

Do not panic. I completely understand your frustration because the exact same thing just happened to me today.

BTs automated system is notoriously clunky. What usually happens is that Openreach (the engineers who work on the street cabinets) marks their part of the physical ticket as done. The automated BT system then reads this and instantly auto-closes the tracker on your account, generating that incredibly annoying email saying you told them it was fixed. It is an automated system glitch, not you.

Since you have already tested with an ethernet cable directly to the hub and it is still dropping to 5Mbps (when BT is claiming 9Mbps is reaching the hub), you are right to suspect either a faulty hub or a local line issue.

Here is how to get this sorted without sitting on the phone:

First, do not try calling again. It is incredibly stressful, especially if you are waiting on hold forever.

Second, wait right here on the forum. One of the official BT Community Moderators (they have BT Moderator under their username) will eventually see this thread.

Third, they have the power to look directly into your account, bypass the automated helpline, and reopen the fault or order you a replacement hub if yours is faulty.

Hang in there. The forum mods are much better at solving this than the front-line phone

[imjolly]

@SohoW1 

The forum mods no longer have account access as they did few years ago so only way to progress this problem is to phone CS 03301234150