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Hollyacres
Beginner
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Message 1 of 8

Re: Four weeks no BB: is Infinity time BT take to fix problems?

Can I add my name to the list too please:( also waiting 4 weeks with all the same sort of replies, at what point can I decide that BT are not fulfilling their contract and leave? My concern then would be would the new provider actually provide anything as the problem seems to be with open reach? I have had my case escalated for all that helps as the ordinary bods in India now refuse to do anything as its all been handed over to the new team 'we can't do anything' the Engineers are working on the cabinet right now I am to,d - oh no they are not, pulling my hair out with all others

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Distinguished Sage
Distinguished Sage
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Message 2 of 8

Re: Four weeks no BB: is Infinity time BT take to fix problems?

@Hollyacres

Openreach deal with all Service Providers apart fron Virgin Media. Faults at the cabinet can take some time to fix, as spare cards have to be ordered.

Are you sure that your issue is the same?

 

Do you have a fault, or are you simply waiting for a new connection?

 

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Hollyacres
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Message 3 of 8

Re: Four weeks no BB: is Infinity time BT take to fix problems?

I swopped to BT. In December, I had speeds around 30Mbs but kept getting a dropped line, I had 4 engineer visits, one changed my internal wiring so that I had a dedicated broadband socket, two further engineers found a broken wire outside my property and a damp connection in the main road connection, things seemed ok till May as I said however I know have no broadband at all, it occasionally fires up (blue light) and I may get a connection for a few minutes but speed check shows it to be less than 02mbs so I guess it drops again, last engineer visit effectively signed off my property as OK to recieve 30+ MBs, though the distance from cabinet would reduce this figure which I would still be happy with, I have had 4 missed engineer visits  since June and no one is explaining what is going on, while it is being fixed (if) I would be happy to run on a cable rather than fibre - anything that gave me back my connection.

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Distinguished Sage
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Message 4 of 8

Re: Four weeks no BB: is Infinity time BT take to fix problems?

Can you run this checker and post back a screen shot of the results. Make sure you delete your phone number before posting.

http://www.dslchecker.bt.com/adsl/adslchecker.welcome

Can you use this speed tester then carry out the further diagnostics and post back a screen shot of all the results including your IP profile for up and down. This test must be done with a wired connection.

http://speedtest.btwholesale.com/
if you have a Homehub 5 can you also post the stats from 1-12 by logging onto the homehub management pages then troubleshooting > helpdesk. http://bthomehub.home/
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Hollyacres
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Message 5 of 8

Re: Four weeks no BB: is Infinity time BT take to fix problems?

image.jpeg
@john46 wrote:
Can you run this checker and post back a screen shot of the results. Make sure you delete your phone number before posting.

http://www.dslchecker.bt.com/adsl/adslchecker.welcome

Can you use this speed tester then carry out the further diagnostics and post back a screen shot of all the results including your IP profile for up and down. This test must be done with a wired connection.

http://speedtest.btwholesale.com/
if you have a Homehub 5 can you also post the stats from 1-12 by logging onto the homehub management pages then troubleshooting > helpdesk. http://bthomehub.home/


Managed to take this before internet went down again, details are from hard wired connection, as I no longer have internet connection I can't do the next step, if figures look bad they are, when the Internet is up the speed is generally sub 2mbs  yep that's two no twenty - engineers confirm my end capable of 30 - 40 less drop off for cabinet distance. Posting this via my phone hot spot

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Distinguished Sage
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Message 6 of 8

Re: Four weeks no BB: is Infinity time BT take to fix problems?

until you can post the results of the speedtest and the helpdesk page from the homehub we cannot help further
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Hollyacres
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Message 7 of 8

Re: Four weeks no BB: is Infinity time BT take to fix problems?

Will try to do that when I have the Internet - effectively back to square one I guess

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Hollyacres
Beginner
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Message 8 of 8

Re: Four weeks no BB: is Infinity time BT take to fix problems?

Managed to do the test today, result is from a laptopped hardwired to the homehub, as you can see speeds are less than 2mps, if I try to do the homehub troubleshooting it ends up saying I have already reported a fault, i may now have internet connection for 10 minuts or so then it will drop off and I wont see it again for a day perhaps.

Cannot use the BT homehub manager as it does not support Firefox

Cbt speed.JPG

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