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Beginner
108 Views
Message 21 of 22

Re: Exasperated BT Broadband Customer with no sign of resolution to broadband speed issues

This is what I hope will be my final update. The open reach engineer arrived this morning and after a thorough investigation he found what seems to be the root cause of the line stability issues, a damaged overhead cable which has now been replaced. This, coupled with a phone call to bt wholesale, has hopefully rectified the problem. So two months on we are getting somewhere but why is there a need for so much wasted time talking to first line call centre operatives stuck in a scripted loop before someone is asked to investigate the problem properly!! One round of line tests and reboots is enough for anyone.

For the interested techies our line was generating hundreds of crc errors resulting in the profile of our connection being dropped/restricted to a minimum 0.12mbps. After replacement of the damaged cable and a profile reset/adjustment, problem solved.
Distinguished Sage
101 Views
Message 22 of 22

Re: Exasperated BT Broadband Customer with no sign of resolution to broadband speed issues

Had BT in their wisdom not removed the error logs from the hub stats of the hub 4&5 a fault like yours would have been seen here the first time you posted the stats
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