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jmedwards
Aspiring Contributor
396 Views
Message 1 of 4

How do I report poor service in a BT Openzone hotspot (Starbucks, Hampstead Highstreet)?

The BT-powered wifi at my local Starbucks is apalling: can't cope with more than 3 users connected at a time. When I report it to Starbucks, they say "It isn't us, it is BT: please contact them". I can't find out how to report a hotpot issue.

 

When it works:

 

Screen Shot 2015-05-04 at 17.30.00.png

I can always connect, but actual connectivity is near-useless:

Screen Shot 2015-05-04 at 17.30.08.png

 

Jamess-MacBook-Pro:~ jamie$ traceroute bbc.co.uk

traceroute: Warning: bbc.co.uk has multiple addresses; using 212.58.244.20

traceroute to bbc.co.uk (212.58.244.20), 64 hops max, 52 byte packets

1  10.14.183.1 (10.14.183.1)  538.069 ms  488.480 ms  358.964 ms

2  192.168.68.34 (192.168.68.34)  492.736 ms  527.631 ms  500.505 ms

3  192.168.240.2 (192.168.240.2)  496.136 ms  804.260 ms  385.857 ms

4  192.168.134.2 (192.168.134.2)  378.563 ms  357.681 ms  473.548 ms

5  192.168.71.45 (192.168.71.45)  588.783 ms  494.214 ms  440.090 ms

6  192.168.69.124 (192.168.69.124)  389.960 ms  826.775 ms  456.718 ms

7  217.39.0.2 (217.39.0.2)  447.121 ms  462.134 ms  638.253 ms

8  192.168.2.1 (192.168.2.1)  604.610 ms  253.408 ms  981.926 ms

9  217.41.219.192 (217.41.219.192)  1424.383 ms

    217.41.219.194 (217.41.219.194)  1813.398 ms  917.719 ms

10  acc1-10gige-0-0-0-5.l-far.21cn-ipp.bt.net (109.159.249.78)  1005.031 ms

    acc1-10gige-0-3-0-4.l-far.21cn-ipp.bt.net (109.159.249.120)  1755.681 ms

    acc2-te0-1-0-5.l-far.21cn-ipp.bt.net (109.159.249.204)  847.683 ms

11  core3-te0-0-0-20.faraday.ukcore.bt.net (109.159.249.169)  408.725 ms

    core3-te0-2-0-20.faraday.ukcore.bt.net (109.159.249.129)  2519.374 ms

    core4-te0-0-0-21.faraday.ukcore.bt.net (109.159.249.175)  1854.664 ms

12  * core1-pos0-8-0-8.ilford.ukcore.bt.net (62.6.201.225)  3705.343 ms

    host213-121-193-139.ukcore.bt.net (213.121.193.139)  442.141 ms

13  * * *

14  * * *

15  * * *

16  * * *

17  * * *

18  * * *

19  * * *

 

 

Jamess-MacBook-Pro:~ jamie$ traceroute bbc.co.uk

traceroute: Warning: bbc.co.uk has multiple addresses; using 212.58.244.18

traceroute to bbc.co.uk (212.58.244.18), 64 hops max, 52 byte packets

1  10.14.183.1 (10.14.183.1)  464.133 ms  899.820 ms  425.752 ms

2  192.168.68.34 (192.168.68.34)  417.300 ms  264.248 ms  1260.033 ms

3  192.168.240.2 (192.168.240.2)  562.453 ms  783.068 ms  1304.356 ms

4  192.168.134.2 (192.168.134.2)  2702.848 ms  1461.612 ms  949.871 ms

5  192.168.71.45 (192.168.71.45)  1106.927 ms  2677.284 ms  1919.951 ms

6  192.168.69.124 (192.168.69.124)  1236.789 ms  4969.255 ms *

7  * * *

8  192.168.2.1 (192.168.2.1)  2638.364 ms  4284.724 ms *

9  * 217.41.219.192 (217.41.219.192)  3386.737 ms  3426.437 ms

10  acc1-te0-0-0-12.l-far.21cn-ipp.bt.net (109.159.249.84)  2428.655 ms

    acc1-10gige-0-7-0-5.l-far.21cn-ipp.bt.net (109.159.249.86)  385.462 ms

    acc1-te0-0-0-21.l-far.21cn-ipp.bt.net (109.159.249.94)  212.819 ms

11  core4-te0-10-0-19.faraday.ukcore.bt.net (109.159.249.13)  1446.901 ms

    core4-te0-12-0-20.faraday.ukcore.bt.net (109.159.249.153)  347.203 ms

    core3-te0-10-0-20.faraday.ukcore.bt.net (109.159.249.137)  575.001 ms

12  62.6.201.213 (62.6.201.213)  418.376 ms

    peer2-xe8-1-0.telehouse.ukcore.bt.net (109.159.255.101)  253.834 ms

    peer2-xe8-1-1.telehouse.ukcore.bt.net (109.159.255.103)  493.915 ms

13  * * *

14  * * *

15  * * *

 

 

traceroute to bbc.co.uk (212.58.246.104), 64 hops max, 52 byte packets

1  * 10.14.183.1 (10.14.183.1)  4953.159 ms *

2  192.168.68.34 (192.168.68.34)  3790.777 ms  2860.239 ms  3584.808 ms

3  192.168.240.2 (192.168.240.2)  3040.995 ms  3304.856 ms *

4  * 192.168.134.2 (192.168.134.2)  3330.956 ms *

5  * * *

6  192.168.69.124 (192.168.69.124)  2734.849 ms  1358.812 ms  982.379 ms

7  217.39.0.3 (217.39.0.3)  1320.174 ms  686.916 ms  1188.933 ms

8  192.168.3.1 (192.168.3.1)  1164.837 ms  657.206 ms  920.973 ms

9  217.41.219.192 (217.41.219.192)  924.133 ms

    217.41.219.194 (217.41.219.194)  583.825 ms  2996.748 ms

10  109.159.249.116 (109.159.249.116)  494.688 ms

    109.159.249.76 (109.159.249.76)  1677.609 ms

    109.159.249.64 (109.159.249.64)  4171.515 ms

11  core4-te0-0-0-19.faraday.ukcore.bt.net (109.159.249.47)  3826.396 ms

    core4-te0-12-0-18.faraday.ukcore.bt.net (109.159.249.17)  3589.534 ms

    core3-te0-2-0-19.faraday.ukcore.bt.net (109.159.249.5)  3228.086 ms

12  62.6.201.209 (62.6.201.209)  3768.264 ms

    peer2-xe8-0-1.telehouse.ukcore.bt.net (109.159.254.179)  2338.971 ms

    host213-121-193-111.ukcore.bt.net (213.121.193.111)  472.188 ms

13  * * *

14  * * *

15  * * *

 

 

 

 

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3 REPLIES 3
Distinguished Sage
Distinguished Sage
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Message 2 of 4

Re: How do I report poor service in a BT Openzone hotspot (Starbucks, Hampstead Highstreet)?

You could try BT Openzone help desk, 0800 022 3322

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jmedwards
Aspiring Contributor
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Message 3 of 4

Re: How do I report poor service in a BT Openzone hotspot (Starbucks, Hampstead Highstreet)?

Thanks for the suggestion, but unfortunately useless: they can't seem to break out of the "Let's try restart your Wifi adapter / restart your computer" script (and no, I am not going to walk through those steps).
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Distinguished Sage
Distinguished Sage
382 Views
Message 4 of 4

Re: How do I report poor service in a BT Openzone hotspot (Starbucks, Hampstead Highstreet)?

Perhaps you can persuade Starbucks to power cycle the router. to see if it helps, provided they are not using it for their terminals.

 

If its a BT Business broadband connection, they may simply be using all of the bandwidth within the business itself. Openzone has a low priority.

 

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