I meant BT as a whole - Conner hs been excellent but the problem has not been fixed. Looking back at my records this was actually the 6th engineer and my 6th day off work to be at the premises. The engineers know this is a bigger problem as they have spoken directly to neighbours but they can only do the silo piece of work that arrives on their iPhone.
I just want this problem fixed, after 8 months I dont think its reasonable to use my internet connection to do things like voip, gaming, VPN into work or other things that require a persistent connection?
Today was a total joke, Conner requested some manual settings which from Friday, had worked all weekend with no dropouts or packet loss. Engineer spoke with BT openworld who insisted on changing the settings, the engineer asked 4 times for them not to do it. Now, ADSL has dropped several times and I'm getting packet loss.
The HH4 - suffers from even worse packet loss and disconnects which I evidenced with a borrowed HH3 so engineer tested another HH4, same fault condition so he has given me my own HH3. Part of the reason I recontracted was because I was told I would get this wonderful new router but no, now I have to downgrade.
I cannot VPN, I cannot VOIP (which has been evidenced by the problem we have with Three Home Signal not working), online gaming is pointless and anything that requires persistant connections does not work due to packet loss.
Want to watch a film, dont bother it will drop. Want to upload some photos, dont bother as they drop part way. Want to game, dont bother, the latency and packet loss means it pointless. Want to connect to your work VPN, dont bother, it wont work. I am a consultant at a FTSE100, I had their support teams come to my house, they tested the internet connection and said its the problem.
This is BT's problem, I dont care for how BT has organised itself or the silo'd verticals its created. Its a simple proposition when customer has a problem (or in this instance, customer's') that the provider can fix it in an acceptable timescale to both the provider and the customer. As of right now, I have financially lost a four figure sum by just having time of work for engineer after engineer to come and play with SNR settings, its just not right.
Just an update to say that nothing has been sorted. Here are the key stats:
7 ADSL line drops in the last 12 hours
Latency of around 120ms
32% packet loss
7 engineers have visted, each leaving me in a worse position
Upstream SNR capped at 17db
I've lost a 4 figure sum in loss of earnings as a result
BT Openreach have put interleaving on full, and capped the upstream as high as possible as a sticky plaster to get ovet the real root cause.
My mobile phone provider, Three have confirmed this morning that the ongoing fault I've had with them with a Home Signal box is down to the latency and packet loss of my internet connection so I have no mobile phone coverage.
I recontracted with BT for ADSL2+ after being told that I would get extra upstream bandwidth (important for my photographic work) and now I get worse service because BT Openreach cannot fix the root cause fault. Thats entrapment BT, you are regulated against activities like that.
My son cannot game online as his games either time out or lag so much its unplayable - Happy Xmas son, sorry you cannot do the one thing you want to do this holiday.
I cannot VPN into work which affects my income - I return to work on Jan 5th and it must be working or BT will be causing me more financial loss which will simply tip me over the edge. VOIP is also pointless, it does not work.
To rub salt into the wounds, BT have once again activated BTFON on my home hub, this was disabled due due to the service problems. I'm lost for words at how bad BT is, this entire situation is just not acceptable.
OFCOM legislation says that BT Openreach must "make clear the timeframe in which it is currently completing any remaining repairs or installations, to provide reassurance to consumers about how long the work is likely to take;"
I want to know when this will be sorted! I'm sick of paying for a something that does not even give me rudamentry service.
I've dropped back to HH3 and the packet loss is not as bad as the HH4, its actually ok around 98% so I'll stick with that. Conor gave me a call and has made progress with some settings that will update in around 24 hours.
The real shame is, the last settings that Conor got openreach to set worked fine for the entire weekend, it was only when the engineer came around on the following Monday that openreach then dialled in their own set despite the engineer saying 4 times to them not to change the settings as customer says they are working fine.
Just to add also, Conor has been great throughout this so none of my frustration is pointed to him. I know he wants to get a good customer outcome. Its people like this that can make the difference so thanks for sticking with this problem.
You need to contact 151 and complain that the fault you previously reported despite an engineer visit is still there
For the charging etc then I would contact BT again and explain, difficult to comment but if the engineer has left site with the problem not resolved then BT charges you, its just silly so they need to fix that. It seems that the way BT has silo'd its engineers do not make sense from a customers perspective - its a very simple nominal value of a customer "please fix my fault and prevent it from happening again" yet the silo design is terrible. The amount of times I've heard "I cannot look at that because its not my job" or "that needs to be another engineer" or "I dont have access to that". Engineers cannot even see previous engineers job notes. Then theres the way engineers are measured, you get rewarded if you do more jobs per day and performance managed if you are at the bottom - no surprise what behaviour that creates.
All of this is because a customer has a problem, the support system is designed against internal kpi's and not what matters to customer. Good job that people like the mods here actually get it from the customers perspective and bridge the gap.
One thing I have learnt is dont ever trust what the engineer is saying, they are good people and hard working but the way they get rewarded and performance measured will make them do some bad things for customers.
if problem persists where connection drops on calls then only an openreach engineer will be able to fix it. this problem would be the same with sky and probably same openreach engineer - openreach work for all ISPs apart from virgin
if in virgin area then move should solve the problem