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Expert
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Message 9 of 13

Re: No show from Openreach for the 2nd time!

Well it's now 5 days since Openreach left and I reported my upload speed fault, which did not exist until just after the guy left to finish off some external work he'd left during the testing after rectifying wiring at my property.

 

In that time I've emailed, live chatted and spoken on the telephone to just about everyone at BT and all that has happened as usual is I've been passed around various departments, received calls during the day whilst at work (which I've explained on numerous occassions I can't take and to ring me after 6pm!), had my fault closed (again!) and been promised a call again tonight which did not happen.

 

The fault has not been rectified:

 

Download speed achieved during the test was - 39.23 Mbps

For your connection, the acceptable range of speeds is 12 Mbps-0 Mbps

IP Profile for your line is - 42.77 Mbps

 

2. Upstream Test: -provides background information.

 Upload Speed
 1.86 Mbps

 

I have now had this service over 2 months and so far have not had a single fault free day, it has cost me far too much time and money and I've so far received a grand total of £10.00 in compensation.

 

Openreach on the other hand have wasted a total of 2.5 full days in visits/no shows, incorrectly rewired my sockets twice, failed to turn up, sent an apprentice with faulty equipment and managed to lose me some 79% of my upload speed. On a plus note the last visit did manage to increase my download speed to a level which although lower than sold is more acceptable.

 

Bt on the other hand have passed me from pillar to post, fobbed me off with pointless script reading solutions, given me speed estimates which are nothing more than a guess to entice you in and taken almost £200.00 from me.

 

BT YOU ARE A TOTAL DISGRACE, START RESPECTING YOUR CUSTOMERS, GET THIS PROBLEM SORTED!!!!!

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12 REPLIES 12
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Expert
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Message 1 of 13

No show from Openreach for the 2nd time!

Waited in all morning again and how I was surprised that Openreach have not bothered to show up for a second time or to even bother calling me! Smiley Mad

 

The fault that needs investigation was raised in October and 2 months on I'm no better off.

 

This appointment was confirmed 3 times with various parties within BT two weeks ago, for god's sake BT get yourself a planning engineer who can produce a realistic Gantt Chart for Openreach to work too.

 

Joke? I'm not laughing at all!!!!!!!

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Beginner
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Message 2 of 13

Re: No show from Openreach for the 2nd time!

Hi, try searching for the 0207 *** **** number for the BT Order Specialists Dept. My problem is the same as yours. I gave them a call and they seem to be sorting things out. (everything crossed)
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Moderator
Moderator
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Message 3 of 13

Re: No show from Openreach for the 2nd time!

Hi Storm

 

Sorry you haven't had an engineer out today.

 

I believe I seen a post earlier saying you were dealing with one of the Forum Mods? If so and if you haven't already done so drop them an email reply and we'll chase this up for you.

 

Thanks

 

Stuart

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Expert
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Message 4 of 13

Re: No show from Openreach for the 2nd time!

I partially take back my original post the Openreach guy did turn out but he tells me the appointment was for the afternoon, I was told the morning. So yet another communication issue with the script readers at BT!

 

Still he had to rectify my wiring again as it was still wrong after 3 previous visits and he mentioned a cap on my line of 35Mb, can anyone advise why when I was sold 48.9Mb and I'm actually paying for Infinity 2?

 

Appreciate the level I was sold probably will not be achievable due to aluminium lines but my ip profile all week has been almost 38Mb so why cap me at 35Mb? Can I get this lifted or will it lift assuming no more issues with the connection?

 

As for the speed now, it's no better than before, in fact it's worse than it was a week ago apart from the upload speed which seems to have increased to 9Mb from the previous 8Mb:

 

Download speed achieved during the test was - 32.01Mbps
For your connection, the acceptable range of speeds is 12 Mbps-0 Mbps.
IP Profile for your line is - 33.88 Mbps

 

Upload speed achieved during the test was - 9.2Mbps
Additional Information:

Upstream
Rate IP profile on your line is - 20 Mbps

 

I'll email the mod I'm dealing with and send a link to this post so he can hopefully answer my question above, unless someone else can in the meantime?

 

I still have an issue with "actual" and "as sold" and I'd hope BT can offer some compromise as a gesture of goodwill if they are not willing to admit to wassting my time and giving me less than advised.

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Expert
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Message 5 of 13

Re: No show from Openreach for the 2nd time!

Scratch the bit about upload being better it's dropped to almost the level I had on ADSL2!

 

Any ideas:

 

Upload speed achieved during the test was - 1.86Mbps
Additional Information:
Upstream Rate IP profile on your line is - 20 Mbps

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Expert
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Message 6 of 13

Re: No show from Openreach for the 2nd time!

Well today my download ip profile is over 42Mb, best it has ever been however although my upload ip profile is still at 20Mb I'm still only getting 1.8Mb actual upload.

 

As above it was 9Mb when openreach left although he did say he had to go do some final work on a joint when he left and to expet a line drop for a few minutes. I can only assume whatever he did has killed my upload speed.

 

I also got a telephone call from BT today and they asked me to try the other router I have (HH3 Type A) and I get exactly the same result so no surprises there.

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Expert
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Message 7 of 13

Re: No show from Openreach for the 2nd time!

Just for the record:

 

Download speed achieved during the test was - 39.78 Mbps
For your connection, the acceptable range of speeds is 12 Mbps-0 Mbps.
IP Profile for your line is - 42.77 Mbps

 

Upload speed achieved during the test was - 1.86Mbps
Additional Information:
Upstream Rate IP profile on your line is - 20 Mbps

 

and from Speedtest.net:

 

http://www.speedtest.net/result/2376643544.png

 

My upload speed has always been around 8Mb until the Openreach guy left to do whatever it was he had to clear up yesterday.

 

So fingers crossed my download speed statys where it is or gets better but I would like my upload speed fixed please.

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Expert
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Message 8 of 13

Re: No show from Openreach for the 2nd time!

Can one of the mods please advise if Patrick has received my emails regarding this thread and it is being checked out please?

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Distinguished Sage
Distinguished Sage
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Message 10 of 13

Re: No show from Openreach for the 2nd time!

Stuart, one of the moderators, has replied to you earlier in this thread.

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