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Message 1 of 9

Rainy day service.

Hi all, after some advice please. We have been having intermittent issues with our internet. This happens whenever it rains. Our house is served by a phone cable from a recently changed telegraph pole (last year, nothing to do with us). I spoke to BT who sent out an engineer (on a dry day). He said there was nothing wrong with the line and it must be our equipment. We have had everything inside the house checked and no issues were found. Nobody went up the telegraph pole to check the line joints etc. They then billed us £85 claiming no faults on the line. 
Twice this week we have had heavy rain and on both occasions we have had internet issues. I cannot afford to pay £85 for them to tell me there isn’t an issue when I know there is. Any suggestions please? Once my contract with BT is up it is likely that I will cancel my account with them through sheer frustration but I am aware that the same phone line will be used by whoever I go with so it won’t help with the wet day issues.

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Message 2 of 9

Re: Rainy day service.

When you have the problems with your Internet have you checked your phone line to see if there is noise at that time so you could report a noisy line to BT



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Message 3 of 9

Re: Rainy day service.

We had this and there was never noise on the line - but the speed dropped masively. Even OpenReach could see the rain and service drop were matching. I kept a log of the weather and speeds.

But unless the speed drop is there at the moment you speak to faults - you hit a brick wall with BT and OR.

You need to contact faults while the speed drop is present and that is the first date logged.

It took about six months to prove it all and then one OR person had some personal details of bad weather and matched up his own dates with the OR signal history and got matches I hadn't even noticed.

Once OR decided a new cable was needed it was all done in less than two weeks.


@32rjes32wrote:

Hi all, after some advice please. We have been having intermittent issues with our internet. This happens whenever it rains. Our house is served by a phone cable from a recently changed telegraph pole (last year, nothing to do with us). I spoke to BT who sent out an engineer (on a dry day). He said there was nothing wrong with the line and it must be our equipment. We have had everything inside the house checked and no issues were found. Nobody went up the telegraph pole to check the line joints etc. They then billed us £85 claiming no faults on the line. 
Twice this week we have had heavy rain and on both occasions we have had internet issues. I cannot afford to pay £85 for them to tell me there isn’t an issue when I know there is. Any suggestions please? Once my contract with BT is up it is likely that I will cancel my account with them through sheer frustration but I am aware that the same phone line will be used by whoever I go with so it won’t help with the wet day issues.


 

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Fibre 2 Unlimited using EE Smart Hub 2 with EE TV Box Pro (UHD/HDR) in IP mode.
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Message 4 of 9

Re: Rainy day service.

Thanks for your reply.  I haven’t done the quiet line test but having just looked it up I will do. If the line is quiet when it is raining is it likely to mean there isn’t a problem or could there still be an issue? There is heavy rain forecast tomorrow afternoon so I can do it then. Many thanks again.

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Message 5 of 9

Re: Rainy day service.

I never once got line noise even when the download speed had dropped from 48Mpbs to around 10Mpbs.

Use this site to do your speedtest as it is BT's own test and it is the speed outside to your hub.

https://support.bt.com/fix/broadband/?view=broadbandspeed#/choose_an_account

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Fibre 2 Unlimited using EE Smart Hub 2 with EE TV Box Pro (UHD/HDR) in IP mode.
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Message 6 of 9

Re: Rainy day service.

Thanks Ozsat, I will start keeping a log as evidence. Unfortunately on the day the engineer came out it was dry and had been for a few days - typical!
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Message 7 of 9

Re: Rainy day service.

Getting the right visit can be difficult too. Often BT will send someone out to fix line-noise.

OR have access to your signal issues for several months so they can match it up to your bad weather days.

Eventually they suspected some water ingress for the cable coming into the house. We did not have an outside box which is often a place where water gets in.

Here the problems would start a few hours after heavy rain started and could take a couple of days to clear after the rain had gone.

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Fibre 2 Unlimited using EE Smart Hub 2 with EE TV Box Pro (UHD/HDR) in IP mode.
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Message 8 of 9

Re: Rainy day service.

Your last line sums up our situation perfectly! Exactly what we get.
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Message 9 of 9

Re: Rainy day service.

Quick update on this…
The £85 charge has been refunded and we are now keeping a diary of speeds in various weathers to monitor. Strangely, today is the second dry day in a row and we have our best download speeds for a while! Not giving up.