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philc2
Beginner
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Message 1 of 15

Ongoing fault!

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What's going on here?
Over the past month I have reported a continuous broadband drop-out fault, the person I spoke to did a test and found a fault which was guaranteed to be fixed within a couple of days, the tracking showed fault fixed...it wasn't.

Another call and an engineer turned up at my house, he took out a couple of extentions that weren't being used and guaranteed that everything was fixed, it wasn't as the fault was still there.

Another call, yes, they could see a fault on the line and they "personally" guaranteed that it would be fixed as they were sending a "Specialist" to sort it and I would get compensation, the tracking said, Fault fixed...it wasn't.

Another call, yes they could see that the fault was still there...same old story, the fault would be fixed by today, Friday, tracking says, Fault fixed, I've just done a speed check, Download 19mb and upload 0.2mb so nothing has changed in a month and I still have had no compensation!

This is not the way to treat loyal customers!

Phil

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14 REPLIES 14
Moderator
Moderator
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Message 2 of 15

Re: Ongoing fault!

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Hi @philc2 

Welcome to the Community and thanks for your posts!

I'm sorry that you're experiencing broadband drop outs.  I have been through this myself on a personal note and I can relate to how frustrating it is when you're trying to use the service.  I appreciate the amount of times you have contacted us to sort this out and I am sorry it has been going on for so long.

If you send us over your details, we'll pick this up.  I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Cheers,

Robbie

Community ModeratorRobbieMac
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Distinguished Sage
Distinguished Sage
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Message 3 of 15

Re: Ongoing fault!

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what have you tried to solve problem - connect to test socket, change cable, use ethernet for download test, check for line noise with corded phone?

can you post hub stats please



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philc2
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Message 4 of 15

Re: Ongoing fault!

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BT has just done a phoneback, with the good news that the fault is fixed, after I mentioned that my speed was still 19mn and 0.2mb they did another test, apparently they've found a fault on the main connector box by our front door, an engineer has alread been to the house and has had this box apart, and said that everything was ok now...which it wasn't, so another house visit is booked for Monday...we shall see  if anyone turns up as they haven't twice after me waiting in for five hours each time!

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philc2
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Message 5 of 15

Re: Ongoing fault!

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Two engineers came  yesturday. re-routed some cables, when they left they said everything was ok , I had a speed of 30mb, today I had a speed of 10mb, then 20mb, then no internet, I have an engineer booked now for Friday and I only have a few seconds to post this message as the internet is that bad!

This has now gone on since May.

 

Strange as, everything is great one day then bad the next day

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philc2
Beginner
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Message 6 of 15

Re: Ongoing fault!

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As I thought, nobody turned up again! My broadband this morning is 10mb and it keeps cutting out, I'm now told that I have "another" case manager who will personally sort this out.....again!

We shall see?

 

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Moderator
Moderator
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Message 7 of 15

Re: Ongoing fault!

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Hi @philc2  sorry that the engineer did not turn up and that you have been waiting so long for this fault to be fixed. I've sent you a Private message explaining how you can contact the forum moderation team and we will be happy to chase this repair for you. 
Check here: https://community.bt.com/t5/notes/privatenotespage

cheers
John

Community ModeratorJohnC
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Moderator
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Message 8 of 15

Re: Ongoing fault!

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Thanks for taking my call @philc2.

Hopefully the broadband fault is being caused by the noise on the line. I will follow up with you tomorrow after the phone line engineer has been out.

 

Matt

Community ModeratorMatt
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philc2
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Message 9 of 15

Re: Ongoing fault!

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Thank you.

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philc2
Beginner
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Message 10 of 15

Re: Ongoing fault!

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An update:-

The engineer called and thinks there is either a fault in the house, or from the house to the nearest pole, so tomorrow there's a new cable going in from the pole diectly to my router to see if that fixes it.

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