BT Infinity 2 WAN Connection Dead

[Achaddy]

Latest update. IT STILL DOESNT WORK!!!
So yesterday’s work didn’t fix it. Back in exchange today and the visit to cab on Tuesday to change a cable and then I might have to have a home visit after that. Ahhh!! I really don’t think they have a clue.
I brought up the fact about numerous people with same problem, which happened at same time, spread around country and mentioned the profile idea but they insisted it’s hardware/comms issue unique to me.
I suggested that it may be a change done by another team that they haven’t been made aware of but no it’s not that.

[megadam]

Oh wonderful then! So of course the HomeHub that came didn't work and low and behold its the same PPPoE timeout issue. Now I'm not being funny, I have every right to question what type of testing the engineer has done as I am now using the same piece of equipment and doing no different. I'm fuming at the blatant lack of communication and now going through 3 different setups for BT to finally acknolwedge that it is not a problem with the kit.

Having a "specialist" come around on Tuesday but after Achaddy's update I'm now filled with despair at actually getting it resolved. Problems do happen which I fully well accept, but would it hurt to improve your communication process and listen to customers?

[mrial]

seems like we all have the same problem, i made a new post here to see if this gets more attention as it seems like a major **bleep** up by BT.

should i go ahead an get bt to send me a new hub to follow procedure? even though i bought a brand new netgear router because of all this.

[radiumrob]

Agree listening would really help. This morning's Engineer mentioned that my case was one where the customer provides incorrect information so it's disregarded when assessing the fault. That's at a level apart from the engineers, they seem to be more receptive to customer-supplied information but their hands are tied.

[megadam]

@mrial If you can get one for free then I would even if it's just as a spare and allows you to follow the "process" where BT run diagnostics. otherwise, it's not a problem with the devices, it's a fault with BT.

[mrial]

They told me because im out of contract it would be around £60 for a new one hub or free if they re-contract me.

The cynical in me says this is all a plan to re-contract more people or screw them out of £60!

maybe this will all magically be fixed on the 2nd janaury?

[Achaddy]

I am the same out of contract and they tried that with me but I said no, you fix the problem in the service I am paying for but not receiving.
It’s obvious that this is a wider problem but BT is not linking them it appears. Their problem resolution is a shambles. I work in IT and we would get the sack if we failed to notice this level of problem.
As more and more join this thread then maybe BT will take notice but I doubt it.
They also seem to miss the point of not having internet, we now cannot watch sky catchup and box sets, Netflix or amazon prime. So it’s not just broadband I am losing out on that I have paid for. Full compensation will be sought.

[megadam]

Completely agree, it's worse when your internet connection supports your business as well as your day job and ability to work from home. As well as Netflix. What an awful time for it to happen. What an even worse response.

[PaddyB]

Hi @megadam,

I can understand your frustration and I'm sorry its been so difficult getting your service repaired. I'm not aware of any common issues that could be affecting your connection. I would like to take a look at what is happening with your fault. Please can you send me in your details using the "Contact The Mods" link found in my profile?

Thanks

PaddyB

[readjono]

Hi all

This sounds like my issue too. Two days since my internet has suddenly disconnected one evening after being fine. They suggested it would be the Hub so I've been dashing around Norfolk trying to source another so I didn't have to wait until the 8th. That does the same thing. I'm convinced it's something they've done but my neighbour is fine so couldn't argue it. It's VERY annoying this is clearly a BT issue and we are being inconvienced at Christmas.