Open Reach wont fix our wiring problem

[Chapman2013]

We have had two engineers visit in the past few days to address our low internet speed, we should be getting a min of 32 Mbs but only achieve 12 Mbs at best. Both identified the cable from the telegraph pole to our house as the root cause (old and not fit for purpose). However, the engineer today then decided to simply reset our hub and say that has improved the speed (which it hasn't) and was told by is manager not to carry out the cable replacement. Home working and home schooling is a problem with this service. Additionally, we are not getting the service we are pay for.

Also, the first engineer identified that are speed had been capped. Todays engineer was not interested to following up on this observation.   

How can Open Reach be made to fix their problem?

[imjolly]

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

[Chapman2013]

[imjolly]

is there any noise when you do quiet line test with corded phone?

[Chapman2013]

Using a corded phone the line sounds fairly quiet

[imjolly]

---

@Chapman2013 wrote:

Using a corded phone the line sounds fairly quiet

---

Sorry but it should be silent with no noise. Any noise can be a problem for your broadband and would need fixed

[Chapman2013]

Well it isn't silent. Might not be a surprise given we've twice been told the cable from pole to house is not fit for purpose. How can Open Reach be made to fix the problem which they have identified?

[imjolly]

you cannot make openreach fix your line just because you cannot get  the minimum speed shown on the dslchecker  if you have noise on your phone line then you get opereach back to get your phoneline fixed not broadband 

[Chapman2013]

Okay. However I have a contract with BT stating the minimum speed of 32 Mbs. At best we achieve 12 Mbs but this drops during peak periods. Therefore I'm paying for a service which is not being provided. My neighbours have internet speeds well into the 30 Mbs region but have had their pole to house cable replaced in the past.

Two engineers have both identified the cable to our house as the problem. Therefore, for BT to be able to provide me with the service that they are contracted to provide they require Openreach to address the root cause.

One of the engineers also told me that the line has been capped at 13 Mbs to made it more stable.

Something is wrong and needs to be fixed as soon as possible as this impacts on our ability to work from home and home school at the same time.

[Starwire]

If you and the two Engineers who visited first identified the Drop Cable as being faulty why didn’t one of those two change it instead of assuming the third one would?

Or were the first two Engineers just the CP Socket Jockeys? If so I’m interested how they tested the Drop Cable as Qube Engineers aren’t given Copper Testers like the EXFO and or access to the Openreach Engineering Fast Test RUE System.