I have decided to present my issue here as I have been struggling since the end of March with my VDSL connection and after 4 engineer visits the problem still persists.
the following routers have been used since March with the same symptoms
BTHub4, BTHub5 & TP-Link N600 (TD-9980)
Broadband cable (from router to master socket) x4
SSFP Infinity faceplate x2
DSL filers (when using master socket) x4
Openreach engineer visits
Engineer 3 visited on 09/06/16. The broadband speed dropped from an initial 14.4mb to 6mb (15/06/2016) the noise on the line has increased over this period and the SNR has dropped.
On 14/06/2016 for a period from 11:12am to 16:34 the line disconnected well over 100 times during this period. At the worst point I was able to get a DSL line but no phone line.
I am aware of the site:
speedtest.btwholesale.com/ which when used will report the same speed through which I connect at any given test attempt.
I have now had the fault reopened and an engineer visit is scheduled for June 23rd.
Another strange thing is that the agent in the call centre this morning did not ask any questions (other than security) about the fault, nor did any line tests. He just said "I have been told to get an engineer out to you" with no explaination of the problem required from myself which is good.
What I find hard to understand is that when engineers have visted in the past they have never been given the history of the faults and being in a rural location, there is not much hisotry of issues from other locations in the area either. So they are going in pretty much blind.
We'll see what happens on June 23rd.
So I went online to check the faults as I had not had the usual confirmation text of an engineer visit being setup to find that the fault has now been marked as completed!
I am very angry, why can people not do what they claim they will do.
Now waiting on a engineer visit. I have seen on the faults site that the fault is with an engineer today 18/06. When I used the text chat service on the website last night it was confirmed that an appointment was in place.
As I had not recieved a notification that an engineer would attend (usually by text), I called up customer services. They now say that an engineer appointment was not setup.
TDLR: I am very confused. I have been told and can see that there is an appointment on the website.But I have not recieved a text confirming it.. I wait.
So they booked an incorrect appointment at a time that I was not at the property. telling me when I contact them that it cannot be changed.
This has now gone on for 3 months with v poor dsl service and impossible to use phone line.
what can be done!!!
I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.
Hi @seancswash I have to agree that booking the wrong appointment is not acceptable and I'm sorry that happened.
We will be happy to help you with this if you send us your details. You can contact us by clicking on my user name and selecting contact the mods.
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