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GB1bedfordshire
Aspiring Contributor
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Message 1 of 16

Re: More Broadband Issues and Abysmal Customer Service

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Hi, 

My problem is that since a fault on my landline was fixed my broadband speed has dropped from 7.0mbps to below 0.2mbps! The fault was raised via the chatline and accepted, but no engineer appointment could be made because Openreach systems did not recognise my home address, (despite my being a BT customer at the same address for 30 years and havinfg had several visits from BT engineers over that period including the previous week.) The call centre could not fix the address and so raised it to the "level2" team who I was assured could get it resolved within 5 working days! Six working days later still not fixed, so no engineer appointment. Fault reported on August 7th, now August 22nd and no progress. Everyone very apologetic, but incapable of sorting it out. What is a poor customer supposed to do when an organisation is hidebound by tick box procedure and process with no regard for customer satisfaction?

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Distinguished Sage
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Message 2 of 16

Re: More Broadband Issues and Abysmal Customer Service

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@GB1bedfordshire

 

does your phone work?



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GB1bedfordshire
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Message 3 of 16

Re: More Broadband Issues and Abysmal Customer Service

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Yes. Strong dial tone, no background noise.

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Distinguished Sage
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Message 4 of 16

Re: More Broadband Issues and Abysmal Customer Service

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are you able to conenct to test socket and post stats from your hub?



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GB1bedfordshire
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Message 5 of 16

Re: More Broadband Issues and Abysmal Customer Service

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Sorry, I don't understand.
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Distinguished Sage
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Message 6 of 16

Re: More Broadband Issues and Abysmal Customer Service

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can you connect hub to test socket with a filter then go to hub manager 192.168.1.254 and post your router comnnection stats

 

test socket.jpg



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GB1bedfordshire
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Message 7 of 16

Re: More Broadband Issues and Abysmal Customer Service

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I have a tower pc and homehub 4 with cable connection. I can't get it to the test socket.

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GB1bedfordshire
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Message 8 of 16

Re: More Broadband Issues and Abysmal Customer Service

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( 109.320000) DSL is up 17:31:16, 22 Aug. ( 108.320000) DSL noise margin: 6.00 dB upstream, 31.00 dB downstream 17:31:16, 22 Aug. ( 108.110000) DSL line rate: 1175 Kbps upstream, 280 Kbps downstream 17:30:14, 22 Aug. ( 46.710000) WAN Auto-​sensing runnin These stats from the current connection. Any use?
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Moderator
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Message 9 of 16

Re: More Broadband Issues and Abysmal Customer Service

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Hi @GB1bedfordshire and thanks for posting.

 

Those stats show your noise margin is very high at 31db. I can help with that. Can you please drop me over an email with your details? You'll get the contact the moderators link in my profile.

 

Cheers

 

David

GB1bedfordshire
Aspiring Contributor
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Message 10 of 16

Re: More Broadband Issues and Abysmal Customer Service

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Hi

I sent details on Monday. Any progress? PS no other contact from BT yet. 7 working days and no offer of an engineer appointment.

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