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Expert
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Message 1 of 13

Infinity VDSL down, no sync

I've reported a fault this morning to BT but wanted to post it here as well.

 

Woke up this morning to find no broadband service. The router doesn't sync to VDSL at all. Connected the Openreach modem, DSL light stays off.

 

I've reported it this morning to India, and yes they raised a fault, I got a fault number and can see it online... but any chance I speak with someone in the UK abou this?? India can't tell anything more, and the website says it is to be fixed by Thursday...!??! Seriously? What is probably some clumsy engineer tripping over a cable at the exchange or disconnecting the wrong one at the street cabinet will take 4 days to fix? 

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Sage
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Message 2 of 13

Re: Infinity VDSL down, no sync

Unfortunately for you that is the SLA for residential connections. A business connection would be different but at a higher cost.

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Message 3 of 13

Re: Infinity VDSL down, no sync

Sure.

The worst thing is not the actual time it takes, it's the fact that if there was a UK-based person to say "yes sir, it's a fault at your local cabinet, and we cannot send someone till X-day because of other bookings" or something, that would be great, I'd know more or less what's going on.

"Sorry I don't know anything further" from a guy 5,000 miles away is plain stupid customer service from the side of BT management, however polite and helpful (to the limits of his power) the India guy may be.

 

 

Edit/addition: If a mod sees this and can reply, please do, that would be great. Every time forum mods have taken over a problem, it is followed through and resolved in a professional manner, while keeping me up to date. Of course they are UK-based and know what's going on.

 

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Distinguished Sage
Distinguished Sage
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Message 4 of 13

Re: Infinity VDSL down, no sync

What is wrong with what you have been told and what has been done for you. How would it be any different for a UK-based person? They would not know or be able to do anything more than what has already been done for you. They are call centre staff regardless of where they are based and do not have access to what could be causing your fault.

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Sage
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Message 5 of 13

Re: Infinity VDSL down, no sync

BTW it takes the mods around 5 days to reply to a request for assistance after they see your thread and you have replied to them.

 

This is a customer based help forum.

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Distinguished Sage
Distinguished Sage
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Message 6 of 13

Re: Infinity VDSL down, no sync

The call centre staff have access to exactly the same diagnostic tools as the UK based staff.

They can also identify faulty equipment, based on fault reports, and major service failure indicators.

 

If its a fault within the cabinet, then it needs an Openreach specialist to attend, as the normal Openreach Field Technicians are not qualified to work with the Infinity cabinets, and would not have the keys anyway.

 

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Message 7 of 13

Re: Infinity VDSL down, no sync


@gg30340 wrote:

What is wrong with what you have been told and what has been done for you. How would it be any different for a UK-based person? They would not know or be able to do anything more than what has already been done for you. They are call centre staff regardless of where they are based and do not have access to what could be causing your fault.


What is wrong with what I have been told:

 

 

Well, today's conversation with India who rang me.

"Hello, I'm calling from BT blah blah, is your issue solved?"
"Thank you for calling. No, it is not fully resolved. The connection came back on, but it keeps disconnecting every 2 hours."

"Ok sir, so your issue is resolved now?"

 

-----

I dare say at least this part would be different with a UK-based person who'd have received UK training. Yes, there's something VERY wrong with what I am being told and the way CS is handled.

 

Anyway... after explaining slowly and clearly that my issue has not been resolved, and a brief moment on hold, he tells me they can send an engineer out, and then explains that if the engineer finds a fault within my house there will be a £130 charge. Fair enough... but how much money should I charge BT if the fault is outside my house? 

Asking the obvious question "it's obvious you did something to fix this, and it is half-fixed, shouldn't you tell me first, what the problem is and what is being done to fix it?", I got a mostly incoherent response about "external network problem".

 

Yes indeed, there's lots of things wrong with what I am being told.

 

------

 

On a previous issue a few months ago, I had the luck to talk to UK-based CS staff (Scotland I believe). While you are very much right that they didn't have access to any useful network/technical information, they could understand me properly, answer my queries properly, give me reference numbers to keep track of things. To some of us this still means a lot.

 

-----

 

Of course, if, as I've said before, CS was staffed by the people who we call 'forum mods', and who really seem to be able to do *everything*, have access to *everything*, and can get *anything* solved... well it would be a different world wouldn't it.

 

I decided to wait a few days just in case the connection settles down. At the moment it's disconnected about 4-5 times today, and downstream sync speed is about 6Mbps less than before the Sunday outage. Nothing's changed in my side of things.

I asked the guy to ring me back Thursday with a view to arranging an engineer visit if the problem persists.

 

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Message 8 of 13

Re: Infinity VDSL down, no sync

I always like to update my issue threads, so here goes.

 

I had a call from a BT support person UK-based as far as I can tell.

He asked if it's resolved, I said no as it disconnects every few hours.

He said ok hold on one moment I'll see if we can do something from here before sending an engineer over.

When he came back, he said that there was a problem with the MTBE on my line - he couldn't really explain what that is, can anyone here perhaps explain?

He then said that they would turn on the "super-stable mode" on my line (obviously a super-layman's term). I asked for more details, he said this means they will turn interleaving ON for my line, this apparently makes it more stable and faster.

 

I didn't know anything about interleaving before this conversation. I googled it afterwards, and from what I can see it's something that is always turned on as standard on all Infinity lines...? If that's true, how come it was turned off on mine? Could this be the underlying cause for all the disconnection problems I've been having since November last year??

 

 

 

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Message 9 of 13

Re: Infinity VDSL down, no sync

And now downstream sync is at 36Mbps... Lovely.

 

I tried looking up that old 'Contact the mods' link but it seems it's not in use any longer. How do I contact the mods - as they are usually the only and best people for this kind of issue?

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Moderator
Moderator
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Message 10 of 13

Re: Infinity VDSL down, no sync

Hi DonDino,

Thanks for posting. I can take a look at this for you. Drop me an email with the details. You'll get the 'contact us' form in my profile.

Cheers

David
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