How to get Openreach to fix faulty E-side?

[SherlockPhones]

3mb ADSL is all we get here, unless it rains, then it conks out completely for many hours (even days!), until it dries up enough. Not just us, but all houses on the same PCP. Many OR visits to different houses time after time. There is no alternative here to ADSL. OR only seem to want to play with the Master Sockets and the D-side. They keep sending engineers to homes instead of the E-side. 20 years of it like this! HELP! PLEASE!!! 😞

[SherlockPhones]

OR won't communicate directly with customers of CP/ISP. CP/ISP (BT) claim they don't have any influence with OR and the system only lets them book OR engineer appointments. They keep coming to the homes!

[Keith_Beddoe]

@SherlockPhones 

Welcome to this user forum for BT Retail phone and broadband customers.

I assume you are a BT Broadband customer?

"E" side cables do not usually go faulty, so its more likely to be the DP on the pole which is faulty.

[SherlockPhones]

Hello and thanks for the reply. Yes I am indeed a BT customer, both for PSTN and ADSL. No T-poles, it's all chambers. Had multiple OR engineers to it (PSTN/ADSL) and they've tested the D-side at the BT66 using all their kit, while it's disconnected from the premises and they found an HR fault. They did a pair swap and tested again but the fault was still there. The PSTN engineer has been down each chamber doing the pair swap all the way back the PCP. The problem is they didn't escalate it internally after they left, as they've done all they can from this end. The ADSL goes down only when it rains, mostly the upload sync SNR drops to 1db or 2db and sync rate to 64kb/s, even 32kb sometimes. Crackle can be heard on the line (QLT) even through the dialtone.

[SherlockPhones]

*D-side pair swap. Sorry for the block text. I typed it paragraphed but it goes to block text when posted.

[kornell]

@Keith_Beddoe 

'E' sides do go faulty...... There could be many reasons for it though.

There are many joints on route, from MDF to cab, and if there is pressure issue, they can go faulty easily. That can have a catastrophic effect - especially on lead cables.

[DavidM]

Hi @SherlockPhones and thanks for posting.

Sorry you're having so many problems with the line etc. Have you spoken with anyone recently about this? Do you have an open / ongoing complaint?

Cheers

David

[SherlockPhones]

Thanks for the reply. Not since March or April. No open complaint at this time as each time a fault ticket is raised it gets closed after the engineer visit, even though the problem persists. 9 engineer visits so far. D-side swap. Line is still noisey. ADSL reduced from 4200Kb/s to 2900Kb/s. Connection drops during incoming calls. I'm convinced the problem is E-side, possibly at the exchange as it got much worse when we had the ADSL switched back to BT from LLU. Phone has always been with BT throughout.