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SavageC
Beginner
241 Views
Message 1 of 2

BB dropping out

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Where do you I begin, this has been running door such a long time now.

 

We have always suffered from slow speeds, just accepted it, we live  in a small village and the infrastructure is old.

 

Then mid summer 2012 we have a house builder move in next door, who in the first 2 months managed to cut the armour plated cable on 3 occasions. While setting out the new houses. Okay so they  fixed the cable, but since which time the BB has regularly dropped out.

 

Seems to be worse in wet and windy weather, of which  there has been a lot,this past 6 months.

 

Neighbours now tell us they have similar problems so clearly not alone or anything in the property ?

 

Another neighbour was told that the problem was further back towards the exchange were two junction boxes are also regularly flooding.

 

Had a good look at the situation on the ground and see the the armour plated cable is often lying in water, especially a concern where the breaks have been repaired. The pole at the bottom of my garden and the overhead cable to the property look in poor condition and the line is slack enough to be chaffing on the garage roof, could this be another problem?

 

The two junction boxes further along the road also do indeed flood.

 

Have reported to BT and was awaiting an engineer on Monday 7th  which flailed to show, called spending 1 hour 20 mins on the call and rebooked for Wednesday 9th on the basis that the engineer would callback me as he left his previous call, to allow me the 5 minutes to get home. Even changed the primary contact number  to my mobile, which is always with me and never switched off, This sadly did not happen, so after another 1 hour phone call getting pushed  from one adviser to another, 5 in total, the appointment was re booked for today 1pm to 6 pm, this time I thought I would take the afternoon off, to make sure I was here!

 

Sadly another no show, so called again to be advised that the appointment was in fact Friday 11th and they called at the property and my mobile and house phone, yet I have no missed calls and no voice messages??

 

I think the appointment has been changed without telling me or the situation is being 'managed' to help the dreaded statistics?

 

Simply amazing!

 

All I am trying to do is understand if there is a problem in the village or is there a more localised problem and looking for BT to be open and honest, is this too much to ask?

 

Having  read similar posts, others seem to have similar problems, I seem unable to get to speak to someone who can take ownership of the problem.

 

Please can anyone help?

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john46
Distinguished Sage
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Message 2 of 2

Re: BB dropping out

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Hi

I am sorry to see you are having problems


I suggest you contact the forum mods they should be able to get this problem sorted for you this is a link to them http://bt.custhelp.com/app/contact_email/c/4951


They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress


They are a UK based BT specialist team who have a good record at getting problems solved


This is a customer to customer self help forum the only BT presence here are the forum moderators