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curchep
Aspiring Contributor
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Message 1 of 7

Unable to stop BT from marking faults as completed

Two weeks ago I moved into a property that had been empty for a while.

 

I ordered a new telephone line and Infinity 2. Engineer arrived as promised, and left me with a phone and broadband connection. My neighbours (terraced house) on both sides bith get 76Mb, however i only receiven 23Mb. I logged a fault via online chat, went through the diagnostics and was told bt would investigate. A few days later the fault was marked as complete, but my speed is still at 23Mbps.

 

I then raised another call via phone. Afer going through the speedtest and diagnostics again the operator agreed to send an engineer out. Engineer comes out, tests my cabling/sockets - no problem. The fault lays between my exchange and my house - the cables are not rated for speeds above 23Mbps apparently. He said Openreach will sort this out in a few days.

 

A few days come and go and no speed improvement. I powered the BT smarthub off and on, and my sync speed remains at 23Mbps.

 

This latest fault record has now also been marked as complete!!!

 

I've just finished another online chat (and saved it) to raise another fault record. I had to go through the same speedtest and diag process all over again. I finally managed to get the person doing the chat tomagree that an engineer did come out to my house, butbthere are no records tonsay what he did or why the call was marked as complete. 

 

I'm at a loss as to how to proceed - all I want is the service that I'm paying for!!! Who can I contact for someone to take ownership of this issue?

 

Cheers

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6 REPLIES 6
Distinguished Sage
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Message 2 of 7

Re: Unable to stop BT from marking faults as completed

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/

The stats for the Home Hub 6 can be found on the Information page from http://192.168.1.254 then Advanced Settings -> Technical Log. 

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/
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curchep
Aspiring Contributor
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Message 3 of 7

Re: Unable to stop BT from marking faults as completed

samknows2.JPGsamknows.JPGsamknows.JPGhh6 tech log-page-002.jpghh6 tech log-page-001.jpgBTW Performance Test-page-002.jpgBTW Performance Test-page-001.jpgBTW Performance Test2-page-002.jpgBTW Performance Test2-page-001.jpg

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curchep
Aspiring Contributor
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Message 4 of 7

Re: Unable to stop BT from marking faults as completed

Hi - I've attached screenshots as requested. Let me know if there's a way to attatch files instead. I've also got a SamKnows box so I've attached thendownload stats from that as well.

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Distinguished Sage
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Message 5 of 7

Re: Unable to stop BT from marking faults as completed

I suggest you try connecting the hub to the test socket and then repost the hub stats again
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curchep
Aspiring Contributor
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Message 6 of 7

Re: Unable to stop BT from marking faults as completed

I'm using a master socket 5c. Thi sis the only BT socket in the property.

mastersocket 5c.JPGstats1.JPGstats2.JPGavail check.JPGperf test.JPGperf test 2.JPGperf 3.JPG

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Distinguished Sage
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Message 7 of 7

Re: Unable to stop BT from marking faults as completed

the test socket is behind the removable front plate
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