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antinchester
Aspiring Contributor
1,693 Views
Message 11 of 30

Re: BT Infinity Fibre Broadband Keeps Dropping

Interesting, the person on the help line said it was possibly the fibre port with the issue. If that is Openreach tech then no excuse for a fix.

 

Part of the issue is the conflicting information from BT/Openreach.

 

I'm concerned that they are either trying to obfuscate the facts because the solution will cost money, and the engineer that reports it get the flack or there are a series of complex variables that all have to be checked. Fixing one thing may not resolve the whole issue.

 

The problem I see is definitely worse during peak time.

 

The connection was stable for a whole week after the first engineer visit. Literally it didn't disconnect for 7 days and remained at near 50 meg. Then the whole issue started again the following week.

 

Perhaps the fix caused an issue for someone else and they were playing musical chairs hoping someone would stop complaning.

 

As I said in my original post, I've been with BT on fibre for 6 years, with few issues before this. I imagine more and more people are moving to fibre, so the kit must be getting stretched.

 

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pippincp
Sage
1,644 Views
Message 12 of 30

Re: BT Infinity Fibre Broadband Keeps Dropping

Openreach have a very robust auto reporting system and know immediately if there is any port, line card or DSLAM issue.

An engineer is automatically tasked to investigate and report back.

 

Sometimes it is just a matter of resetting the line card, other times it may need replacement.

 

If you let me know which exchange and cabinet you are on I can check the Openreach site and see if there is a problem at your cab and estimated fix time if there is one.

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antinchester
Aspiring Contributor
1,620 Views
Message 13 of 30

Re: BT Infinity Fibre Broadband Keeps Dropping

Thanks. Here is the information...

 

 

Exchange CHESTER CENTRAL is served by Cabinet 39

 

Screen Shot 2017-09-13 at 19.11.22.png

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pippincp
Sage
1,606 Views
Message 14 of 30

Re: BT Infinity Fibre Broadband Keeps Dropping

No problem with cab equipment there. In fact there are only 3 cabs in the whole of the UK with a minor (port/line card) problem and only a total of 24 customers affected.

DavidM
Moderator
Moderator
1,600 Views
Message 15 of 30

Re: BT Infinity Fibre Broadband Keeps Dropping

Hi @antinchester and thanks for posting.

 

I'm sorry you're having problems with the connection. I'll be happy to take a closer look at this for you. Can you please drop me over an email with your details? You'll get the contact the moderators link in my profile.

 

Cheers

 

David

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antinchester
Aspiring Contributor
1,587 Views
Message 16 of 30

Re: BT Infinity Fibre Broadband Keeps Dropping

Thanks for checking.

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antinchester
Aspiring Contributor
1,583 Views
Message 17 of 30

Re: BT Infinity Fibre Broadband Keeps Dropping

@DavidMThanks. I took a look at your profile (https://community.bt.com/t5/user/v1/viewprofilepage/user-id/17) and the Contact Me section doesn't have a way to message you? I'm logged in.

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DavidM
Moderator
Moderator
1,562 Views
Message 18 of 30

Re: BT Infinity Fibre Broadband Keeps Dropping

Sory about that @antinchester. My fault Smiley Embarassed. Please try again.

 

Cheers

 

David

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antinchester
Aspiring Contributor
1,538 Views
Message 19 of 30

Re: BT Infinity Fibre Broadband Keeps Dropping

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pippincp
Sage
1,516 Views
Message 20 of 30

Re: BT Infinity Fibre Broadband Keeps Dropping

Pointless linking to someone else's  problem. This thread is to get your problem resolved and nothing else.

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