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ClarachDave
Beginner
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Message 1 of 8

Connection drops when its raining

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Hi there,

 

On 24th Dec, in heavy rain, our broadband connection kept dropping.

 

I contacted the phone helpliine who performed various checks and escalated the problem to level 2 and I was phoned back on 25th Dec. After more checks were carried out, it was escalated to the Outreach team who called on 7th Jan.

 

The Outreach team identified the likely source of the fault as a junction box on a pole, which is leaning at an unsafe angle in impassable terrain, so they were unable to gain access. They left the premises saying that they would look into various options to cure the problem.

 

Since then I have heard nothing and we still have an intermittent service on the line. Looking at your online fault tracking service it shows no faults. I would like to enquire as to the status of this problem and when we can expect some form of resolution.

 

regards

 

dave Langstaff

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7 REPLIES 7
Distinguished Sage
Distinguished Sage
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Message 2 of 8

Re: Connection drops when its raining

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Welcome to this forum.
This is a customer to customer forum only, where forum members, who are only BT customers, can help each other with BT Retail products and services.

Anything you post here does not go to BT. Although the forum is moderated by BT, not all posts are read.

If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you.

 

They can be contacted using this link BT Care Team

 

They normally respond by phone or e-mail, within three working days, however you should get an immediate confirmation, with a tracking number.

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ClarachDave
Beginner
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Message 3 of 8

Re: Connection drops when its raining

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Cheers Keith,

 

I've done that - lets see how I get on...

 

dave

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ClarachDave
Beginner
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Message 4 of 8

Re: Connection drops when its raining

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Hi Keith,

 

Did that and have heard nothing since, no confirmation, no tracking number.

I don't know if you can find out wht has happened ?

 

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Guru
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Message 5 of 8

Re: Connection drops when its raining

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@ClarachDave wrote:

Hi Keith,

 

Did that and have heard nothing since, no confirmation, no tracking number.

I don't know if you can find out wht has happened ?

 


They normally respond within three working days, can be longer depending on enquirys. Give it a few more days, If you don't hear anything from Monday I would advise contacting a moderator and explaining and attach your reference you was given.

If this helped you please click the Star beside my name.

If this answered your question please click "Mark as Accepted Solution" below.
Distinguished Sage
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Message 6 of 8

Re: Connection drops when its raining

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the tracking number would have appeared on a new web page as soon as you clicked on the forms send button
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ClarachDave
Beginner
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Message 7 of 8

Re: Connection drops when its raining

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Ahh, didn't realise it was on the web page, I was waiting for a reply by email.

 

Guess I'll give it another day or 2 for a reply.

 

ta

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ClarachDave
Beginner
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Message 8 of 8

Re: Connection drops when its raining

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BT Outreach crew came this morning with 100m of armoured cable and bypassed the dangerous pole completely.

 

Now working fine with speed up to 4.75 Mbps (as measured by Broadbandspeedchecker.co.uk) which is 2-3 times the best I was having before, even in good weather.

 

Very happy bunny. Cat Happy

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