I do hope that someone is able to help me, I’ve been subject to 17 months of hell with broadband connection.
BT and Openreach seriously need to talk to one another and stop using the customer as a go between.
I’ve been experiencing random ‘dropouts’ within my property where the internet will literally die for hours on end. 30-40 engineer visits later and countless disagreements between BT and Openreach (September last year Openreach told BT it was a profile error and it required a cease and re-provide) as speed into the property was stable (about 27mbps - however wired devices showing 700kbps).
BT initiated the cease and re-provide in June and we’ve been with out internet ever since, they’re left scratching their head once again, blaming all sorts and not finding solutions.
As the customer, I’m at Whitt’s end as I’m now being redirected to a BT wholesale holding page, and BT nor Openreach can get me out of.
I’m either being redirected to:
This is a provision issue that BT has to sort out, it has nothing to do with Openreach. Hopefully a mod will drop in and sort this out for you.
Thank you @pippincp @appreciate your input, BT are sending Openreach today.
I’ve told them it appears to be a profile build problem.
wrong speed setup / IP / BAS settings etc. BT are sure it’s Openreach and an issue with the equipment.
I don’t understand why they’re not able to compute and identify that there’s a problem
Do you have FTTC?
If so the way to tell if it’s an issue at Openreach or BT Wholesale/Consumers end is the Openreach Engineer can contact his/her Engineering Helpdesk and they can do something called a ‘CTH Test’.
That is where Openreach can emulate a working PPPoE Session of the owning CP, in your case BT Consumer.
If the test passes then that proves the fault onto the BT Wholesale/Consumer Backhaul Network.
Hi @terryhoward18, welcome to the forum and sorry that this is taking so long to resolve. I've sent you a Private Message so you can get in touch with the Mod team and if the engineer does not resolve this for you we will be able to help you.