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Mapparicio
Newbie
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Message 1 of 9

Activated on 19th, Still no broadband

Hi Guys,

 

I'm so so close to cancelling my relationship with BT altogether. 

 

17th - Received Hub
19th - Activated - Hub plugged in and Steady Orange Light with Red 'B'

20th - New Hub Sent Out as thy say my Hub is faulty.

23th - Text Sent from BT - Engineer Appointment tomorrow 1-6pm.

24th - 11am - Told no Engineer appointment booked on system for today. Let me book you one for tomorrow. I book engineer for 25th, 8am - 1pm. 

24th - Midday - New Hub Recieved and Same Message once plugged in ; Steady Orange Light with Red 'B'

24th - Midday - Online Chat - Supervisor decides to call, Tells me no appointment for today. Need to book engineer as they cant see on the system booking for engineer for 25th. Put on hold for 5 mins, come back and offers me the SAME 8AM-1PM slot I had apaprently booked with the previous caller at 11am! He also states that the replacement Hub is also Faulty.

 

2 Hubs, 5 Days, 4 Calls & 10 Online Chats....Still no Broadband. 

 

Here is some of my Events Log, Im quite Tech Savvy but i Don't know what the below means..

 

IF anyone has any ideas please let me know..

 

03:38:22, 26 Sep.( 9514.010000) PPP LCP Send Termination Request [Failed to authenticate ourselves to peer]
03:38:22, 26 Sep.( 9514.010000) CHAP authentication failed
03:38:22, 26 Sep.( 9513.910000) CHAP Receive Challenge
03:38:22, 26 Sep.( 9513.910000) Starting CHAP authentication with peer
03:38:22, 26 Sep.( 9513.910000) PPP LCP Receive Configuration ACK
03:38:22, 26 Sep.( 9513.900000) PPP LCP Send Configuration Request
03:38:22, 26 Sep.( 9513.900000) PPP LCP Receive Configuration Reject
03:38:22, 26 Sep.( 9513.900000) PPP LCP Send Configuration ACK
03:38:22, 26 Sep.( 9513.900000) PPP LCP Receive Configuration Request
03:38:22, 26 Sep.( 9513.900000) PPP LCP Send Configuration Request
03:37:52, 26 Sep.( 9483.810000) PPP LCP Send Termination Request [Failed to authenticate ourselves to peer]
03:37:52, 26 Sep.( 9483.810000) CHAP authentication failed
03:37:51, 26 Sep.( 9483.710000) CHAP Receive Challenge
03:37:51, 26 Sep.( 9483.710000) Starting CHAP authentication with peer
03:37:51, 26 Sep.( 9483.710000) PPP LCP Receive Configuration ACK
03:37:51, 26 Sep.( 9483.700000) PPP LCP Send Configuration Request
03:37:51, 26 Sep.( 9483.700000) PPP LCP Receive Configuration Reject
03:37:51, 26 Sep.( 9483.700000) PPP LCP Send Configuration ACK
03:37:51, 26 Sep.( 9483.700000) PPP LCP Receive Configuration Request
03:37:51, 26 Sep.( 9483.700000) PPP LCP Send Configuration Request
03:37:37, 26 Sep.( 9469.080000) Admin login successful by 192.168.1.66 on HTTP
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Distinguished Sage
Distinguished Sage
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Message 2 of 9

Re: Activated on 19th, Still no broadband

Possibly commissioning issue.

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

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Mapparicio
Newbie
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Message 3 of 9

Re: Activated on 19th, Still no broadband

Thanks for replying.

 

@Keith_BeddoeEach time I reload on the HelpDesk page, the Data Sent / Recieved Increases by several GBs.

 

6. Data rate: 10000 / 40000
7. Maximum data rate: 32720 / 92504
8. Noise margin: 20.2 / 20.8
9. Line attenuation: 7.2 / 8.0
10. Signal attenuation: 7.2 / 8.0
11. Data sent/received: 257.7 GB / 262.0 GB
12. Broadband username: bthomehub@btbroadband.com
13. BT Wi-fi: No

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Distinguished Sage
Distinguished Sage
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Message 4 of 9

Re: Activated on 19th, Still no broadband

That shows a working connection to the cabinet, but it does not mean the configuration is complete, which is why I have asked a BT moderator to help.

 

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Mapparicio
Newbie
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Message 5 of 9

Re: Activated on 19th, Still no broadband

@Keith_Beddoe Thanks, You've given me more information then all my calls all-together. Looking forward to the BT moderator. 

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Distinguished Sage
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Message 6 of 9

Re: Activated on 19th, Still no broadband


@Mapparicio wrote:

@Keith_Beddoe Thanks, You've given me more information then all my calls all-together. Looking forward to the BT moderator. 


There have been a number of occasions where the port configuration has failed, and people are either directed to the BT Wholesale page, or nowhere at all.

 

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Moderator
Moderator
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Message 7 of 9

Re: Activated on 19th, Still no broadband

@Mapparicio Hopefully the engineer will get you sorted tomorrow but if you need any help please use the 'contact the mods' link in my forum profile to send in your details. You can find the link by clicking on my username.

Thanks

Neil

Community ModeratorNeilO
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Mapparicio
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Message 8 of 9

Re: Activated on 19th, Still no broadband

@NeilO Is this issue something the Engineer can fix via a Home visit?

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Moderator
Moderator
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Message 9 of 9

Re: Activated on 19th, Still no broadband

@Mapparicio

 

Without knowing exactly the cause of the problem it's hard for me to say.  If the order is complete on Openreach's systems then we would have to follow our faults processes which can result in a visit if it can't be sorted remotely.  I presume it has reached this stage in the process if they have booked you a visit.

 

Thanks

Neil

Community ModeratorNeilO
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