cancel
Showing results for 
Search instead for 
Did you mean: 
robbhughes
Beginner
1,174 Views
Message 1 of 9

HELP PLEASE - No Dial Tone Very Slow Internet. - Engineer left us with no answers!

Go to solution

Hello there everyone I am new to this forum but have been having an issue for a couple of days.

 

On the 9th April 2016 I noticed my BT Infinity slow right down and my IP Profile, slow right down to 3mbps. I was getting around 30mbps or maybe a bit under that. I reported a fault online to BT, and was given a call to say they hope to have it fixed by Friday 14th April.

 

Now Yesterday (11th April 2016), Our internet completely disconnected and would not reconnect for an hour. However I now dont have a dial tone, but unfortunately I don't know if this was the case before... I reported this to BT that night.

 

Today (12th April 2016) is meant to be my switch to Sky Broadband Fibre Unlimited package due to not getting anywhere with BT for months about considerable slow downs on my service. As I am typing this at 8pm it still hasn't moved over as I am still using my BT Home Hub 5. This morning we had a visit from an OpenReach engineer who didn't seem to have a clue what he was doing, he said that there is a fault 110meters away underground... Now I don't know how he knows that, he didn't go and look because he was an 'Overhead Specialist' and couldn't do any more for us. he tested the master socket and went on his way stating we need to contact Sky for a new appointment with the correct person, as he was going to put on his notes that he did some checks and all wiring inside is fine. Case Closed.....

 

Now a bit of background on our Property, we receive our BT line via an overhead wire. None of our neighbours are experiencing an issue. So how could it be affecting our property from 110 meters away underground?

 

Both faults are tracking online as Ongoing and on time....

 

So as of 19:54 on 12/04/2016, I have no idea about what to do, my service is still slow and I am unable to use the landline and to top it all off, Sky can't help me because it is a BT Openreach reported fault and on their systems I have not been activated yet.

 

Thank you for reading this long winded message but need some help and advice on getting my service back fully.

 

P.S I have done all tests on Master Socket, and so did the engineer and my knowledge of networks and computing is reasonable, and can understand most jargon. Thank you.

0 Ratings
Reply
8 REPLIES 8
Distinguished Guru
1,164 Views
Message 2 of 9

Re: HELP PLEASE - No Dial Tone Very Slow Internet. - Engineer left us with no answers!

Go to solution
I am afraid once you have moved your line across to sky you would need to contact them despite the fact that you had an issue before you transferred your service.
(If I have helped you in any way please click the thumbs up. Thank You)
If I have solved your Issue please click the "Mark as accepted solution" button.
Distinguished Guru
1,158 Views
Message 3 of 9

Re: HELP PLEASE - No Dial Tone Very Slow Internet. - Engineer left us with no answers!

Go to solution

@robbhughes wrote:
This morning we had a visit from an OpenReach engineer who didn't seem to have a clue what he was doing, he said that there is a fault 110meters away underground... Now I don't know how he knows that, he didn't go and look because he was an 'Overhead Specialist' and couldn't do any more for us.

He probably stuck a Time Domain Reflectometer https://en.wikipedia.org/wiki/Time-domain_reflectometer on the line - it's a magic bit of kit that tells you how far away a fault is.

Distinguished Sage
Distinguished Sage
1,154 Views
Message 4 of 9

Re: HELP PLEASE - No Dial Tone Very Slow Internet. - Engineer left us with no answers!

Go to solution

@robbhughes wrote:

 

Now a bit of background on our Property, we receive our BT line via an overhead wire. None of our neighbours are experiencing an issue. So how could it be affecting our property from 110 meters away underground?

 



Because the cable to the pole that serves your house is underground and probably your individual pair within that cable has a joint that has deteriorated.

iniltous
Recognised Expert
1,150 Views
Message 5 of 9

Re: HELP PLEASE - No Dial Tone Very Slow Internet. - Engineer left us with no answers!

Go to solution

Although your house may be fed overhead from a telegraph pole, the pole will be fed by an underground cable.

Your line is faulty and is affecting  telephony and broadband, but you have the added complication that you are also moving provider whilst there is a fault on the line

It's unclear what will happen with your current fault report (to BT) as you may no longer be a customer of theirs, irrespective of you using the BT Hub, you may have to report your line faulty to Sky (as already stated) or give them a call to see if you show up yet as a Sky telephony/broadband customer

its quite probable that your line has been faulty for a while and getting progressively worse and has now failed completely, that was probably the reason for your poor  broadband performance, presumably you realise with Sky fibre you are using the same cable pair to the exchange as you were with BT, and the same fibre cabinet, but in the exchange you should have been moved from BT's telephony onto Sky's LLU equipment, assuming the changeover was done on the required date (12th)  the fact a fault existed wouldn't stop the transfer being done

robbhughes
Beginner
1,127 Views
Message 6 of 9

Re: HELP PLEASE - No Dial Tone Very Slow Internet. - Engineer left us with no answers!

Go to solution

Thank you everyone that has messaged above.

 

Just a quick update. BT has stated that It's no longer their problem.

 

Had to wait until half 8 this morning to phone Sky as we had to wait for it to appear active on their systems.

 

I am now using the Sky hub, as the switch happened over night. Phone line still isn't working as a couple of people have mentioned above. Sky have logged a new fault with BT Openreach with extra notes about the background I posted here.

 

Thank you everyone for replying, just very annoyed that I am using fibre broadband and getting speeds which are a little bit better than dial-up. (Okay maybe a bit of exageration).

 

So next step is more waiting, I have requested an Underground Specialist at BT Openreach as I don't want to waste another day again, but lets find out if they read the notes....

0 Ratings
Reply
Distinguished Guru
1,122 Views
Message 7 of 9

Re: HELP PLEASE - No Dial Tone Very Slow Internet. - Engineer left us with no answers!

Go to solution
your fault would be allocated to the next avaliable engineer with the required skills to repair the problem.
(If I have helped you in any way please click the thumbs up. Thank You)
If I have solved your Issue please click the "Mark as accepted solution" button.
robbhughes
Beginner
1,114 Views
Message 8 of 9

Re: HELP PLEASE - No Dial Tone Very Slow Internet. - Engineer left us with no answers!

Go to solution

Thank you Devon_Dave, when i reported this to BT they sent an engineer that morning, I take it that it is luck of the draw?

0 Ratings
Reply
Highlighted
robbhughes
Beginner
1,095 Views
Message 9 of 9

Re: HELP PLEASE - No Dial Tone Very Slow Internet. - Engineer left us with no answers!

Go to solution

Everything is now sorted, reported to Sky this morning, BT Openreach turned up the same day, who fixed the fault which was up the pole rather than underground and also extended my master socket.

 

Thank you everyone.

 

http://www.speedtest.net/result/5247896524.png

0 Ratings
Reply