A tale of 3 Openreach engineers.
After having problems with slow or non existent internet access during school hours for 8 months and being told by the Indian call centre that there was no problem, finally and thanks to this forum, an Openreach engineer arrived on 20/03/2015. He did tests showing that the sync speed was fine, so there was nothing wrong with my line. He checked my equipment - nothing wrong there. He concluded that the problem was with the throughput speed, which was nothing to do with him, as it was deeper within the BT system, and he did not work for BT and was not paid well enough to deal with my problem.
Arrived on 25/03/2015 without appointment. Did tests, as No 1, which showed the sync speed to be fine, and then set out to prove that the fault lied within my property. After eliminating every possible scenario (please see my earlier post) and witnessing the problem himself, he announced that it had to be monitored for 28 days. My monitoring for 8 months with many tests results saved on a file counted for nothing. When asked if he could authorise a lift and shift he said that as a broadband specialist he could, but just wouldn’t do it. Like No 1 he insisted that he did not work for BT and this was a BT problem, not Openreach.
Arrived on 27/03/2015. Did sync speed tests, which were fine, and then witnessed my low / non existent throughput speed. When asked if he could authorise a lift and shift he said that even if he wanted to, the help desk wouldn’t let him. He tried to improve my speed in any way he could. He moved my main socket upstairs and installed a line socket. He then reset my broadband profile. The upload speed went up to around 0.25. I was impressed, but he didn’t look too hopeful. He wanted to take my HH4 to the exchange to monitor the throughput speed at that point, to prove that the problem was outside the Openreach remit. He then called his help desk and the conversation went as follows (please note that I am quoting from memory):
Engineer: “The upload speed is extremely low, can we authorise a lift and shift?”
Help desk: ......................
Engineer: “But mate, I don’t know who to call, can you give me a name or a phone number?”
Help desk: .....................
Engineer: “ OK mate”
He then told me that there was nothing more that he could do. He also insisted, like his colleagues, that he did not work for BT and this was a BT problem, not Openreach. He suggested that I should contact BT!!!!
I pointed out that I had contacted BT and that BT booked him, so therefore on this occasion he was working for BT, even though he was not employed by BT. But he did not accept this.
Since then monitoring my speed through BTW speed test has become practically a full time job. The throughput speed is erratic all the time. During school hours there is practically no internet access, with moments of about 30 seconds that it works OK. Most of the time I am unable to do the speed test at all. Evenings, nights and weekend it goes up and down. Even at 10pm the upload speed can be 0.00. The same at 2am, 4am and 7am.
I am totally at a loss as to what to do. I am paying for unlimited broadband, but having no internet access most of the time. All 3 engineers suggested that opting for fibre optic broadband would ‘solve’ my problem.
Any advice from my forum friends would be greatly appreciated.
(This post has been sent using my husband’s wi-fi)
what a terrible saga - I thought it would be fixed by now. back to mods and see if they can get something done and maybe get lift and shift authorised. mods will post shortly
Yesterday at 2.21pm I received the following email from Libby Barr’s office:
“We're sorry you're having a problem with your broadband service. Our engineering team is investigating it for you. If we need to visit your home or ask you to do any more checks, we'll let you know. To find out how we're getting on or to change your contact details, go to bt.com/faults.”
Around that time I noticed orange light on my HH4. I went to bt.com/faults some time later and saw the following message:
“Your fault should now be fixed Further diagnostic investigations are currently taking place. We will contact you as soon as possible to advise of progress.”
This statement appears contradictory. I am confused.
In the meantime the throughput speed improved, and from 4pm to 11:30 pm was good most of the time. I then checked it again at 3:50 am and it was so bad that after 40 minutes trying I was able to do just one test (showing upload speed 0.00), but was unable to do the more detailed test. At the moment it is worse than ever. Cannot open Google or access emails. Impossible to do any tests. (sent using my husband's wi-fi)
did mods contact you yesterday?
No, they didn't, but presumably they escalated my case. I received a short message today, that they will be in touch.
In the meantime the throughput speed improved from 9am and it's been very good since then. I don't know whether this is the result of something being done, because it coincides with my local school having Easter break.
What a horrible ordeal.
just when you needed kids to be at school it is easter break so cannot tell if fixed or not. maybe mods will be able to tell you what has been done
No, sadly it hasn't been fixed. The throughput speed is again so slow that I just managed to do one test (showing download speed of 4.17, and upload of 0.00) but was unable to do the second part of the test. So maybe this is nothing to do with the school after all?
I'm going to stop doing the dreaded BTW test for a while and use my husband's wi-fi instead, as the constant speed watch is beginning to affect my health.
Hopefully a solution will be found soon. I will keep you posted my forum friends. Thank you once again for your time, expertise and patience. (sent using my husband's wi-fi)
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