DSL link down

[ReachOut]

We have been Sky Fibre customers for five years without issue (obviously using BT/OpenReach’s infrustucture.

Since switching to BT last Wednesday, we’ve had 2 trouble-free days and since Saturday have had broadband (router to outside world) dropouts every 1-2 minutes making the service completely unusable.

An engineer’s visit this morning resulted in a a swapped out master socket and an improvement in the dropout rate from every couple of minutes to about every 15 minutes instead.

I am awaiting a reply from the engineer who suggested this morning that any future problem would be related to external connections (pole, underground or in the cabinet). Is it just coincidence that these problems have started since switching to BT or is there a difference (other than the physical router) between the way Sky and BT each use the network?

[iniltous]

If you had an engineer visit and the problem rather than being resolved was actually made worse , why did the engineer simply leave it and not investigate the issue externally  and to resolution ?

If the engineer was a ‘Qube’ type , then only look at ‘internal’ things , sockets , router , filter , that type of thing , but AFAIK, they should pass onto OR any faults that are out of their remit, hopefully if it were a Q engineer then OR should pick it up quickly.

Was your change of provider also a change to FTTP, or simply a change of provider using  FTTC , if it were the later , you are unfortunate that either someone wasn’t very diligent in switching from Sky or it’s pure coincidence, most simply remove one router when the old service goes off, connect the new ISP router and are back in service very soon after.

[ReachOut]

Hi @iniltous,

Thanks for your reply. It would be disingenuous for me to say the problem was made worse after the engineer’s visit, the time between dropouts is now ten times longer than it was and to be fair to him, the first dropout didn’t happen until an hour after he had left so we both thought he’d resolved it.

Alas that’s not the case.

It was just a swap of FTTC, we can’t yet get “Full Fibre” and there was apparently (according to the BT sales team) some reconfiguration needed in the cabinet, otherwise I’d have just swapped the router myself, which is what I expected to happen.

I believe it was a bonafide OR engineer not a QUBE and again, being fair, I am in direct contact with him so I’m just waiting for him to come back to me.

Coincidence then?