BT WiFi - PPP Session since (20/01/2021) resulting in no WiFi - HELP PLEASE!

[cw4]

Hi,

My WiFi developed a PPP Session error on the 20th of January.  During this time I have had 8 visits from engineers to my home but none have been able to resolve the issue.  BT advise it is an Open Reach issue and Open Reach advise it is an Open Reach issue.  I feel that my bill is paid to BT so they are responsible to resolve this ongoing issue.

Both myself and my partner have spent hours on the phone to BT Customer Services but they have not been able to resolve the problem and I am now at a complete loss as what to do and who to contact.  Due to Covid both my partner and I are working from home which has been impossible due to this issue and both of our employers are becoming annoyed by our inability to work.

All I want is someone to manage this at BT and contact me to resolve this issue and manage it to an end.  Is this possible?

PLEASE HELP!

[imjolly]

welcome to the BT community forum where customers help customers and only BT employees are the forum mods

in order for the forum members to help please can you post the stats from your router (if hub enter 192.168.1.254 in your browser) and if  HH5 then go to troubleshooting then helpdesk and if HH6/SH2 then advanced settings then technical log information . 

Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal

enter your phone number and post results  remember to delete number   https://www.broadbandchecker.btwholesale.com/#/ADSL

Someone may then be able to offer help/assistance/suggestions to your problem

[cw4]

Sorry but I am not an IT expert and you are talking a language that I do not understand.  

[Keith_Beddoe]

---

@cw4 wrote:

Sorry but I am not an IT expert and you are talking a language that I do not understand.  

---

Start by plugging in a phone and seeing if there is a noise fault on the line.

Dial 17070 and select option 2, there should be no noise between the announcements. Also check that the number that is read out to you, when 17070 first answers, matches your home phone number.

A noisy line is the most common cause of disconnections.

What does your master phone socket look like?

[cw4]

To clarify.  BT/Open Reach engineers have been here 8 times.  They have completed a pair and quality test (passed), a lift and shift and a soft cease and reprovide.  None of which has resolved the PPP issue.  

After another 2 hours onto BT Customer Services last night they have offered to send another Open Reach engineer on the 11th of February.  What do they think that engineer can do that the other 8 can't.

I am reaching out to this forum in desperation.  I need a BT manager to contact me to resolve this issue.  Is that too much to ask?

[Keith_Beddoe]

There is no such company as BT Openreach, its just Openreach.

BT Retail do not visit customers.

A noise fault, or an intermittent bad connection on a certain type of master phone socket, can be the reason for your problem, and this is not always identified during a visit.

Do the lights on the BT Home Hub change colour when you get the disconnections?

As this is only a customer to customer help forum, if you want assistance here, then you need to do the noise check as requested, and provide the information regarding your phone master socket, otherwise this forum cannot offer any more help.

There are no BT managers here, only the moderators, who can only help if the problem cannot be resolved by forum members.

[iniltous]

You state you have a WiFi issue , does that mean wired connections are OK , or are you quoting ‘WiFi’ but mean your broadband is not ‘working’ , and that affects everything, both wired and wireless devices ?
Is your connection ADSL, FTTC or FTTP , what is the status of your router ?, you say you are not an expert but the router stats can easily be accessed.
There isn’t much to go on, but it could be that the OR equipment and physical ‘line’ are OK but for whatever reason your user authentication is failing , in other words the ‘system’ doesn’t see you as a valid user , and doesn’t allow you access , if this is the case ( and your account is in order ) then issuing a cease of your existing service and immediately reproviding it should correct any corrupted data , have BT rather than OR done this, you suggest something  like this has already been tried, but was that  OR or BT ?
Have you done a factory reset of the hub itself or have you been offered an replacement in case that’s the problem ?

[cw4]

Hi,

Thanks for responding.  A couple of the engineers bought new rooters with them and confirmed that the rooter is not the issue.

I have tried a factory reset on the rooter but it gets back to being orange (not flashing) when the reset is completed.

Yesterdays engineers suggested a complete close and reprovide but BT advise that it will take a further 14 days from when they sent out the next Open Reach engineer.  The problem with this is that they have kindly supplied a mini hub which is helping but once we go ahead with the complete cease and reprovide they are going to switch off the mini hub as I am no longer a customer.  This will make my working life even more difficult.