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  • FIRST POST
    • spandaman
    • By spandaman 16th Apr 17, 12:28 AM
    • 8Posts
    • 0Thanks
    spandaman
    BT- broadband still not sorted after 5 engineers
    • #1
    • 16th Apr 17, 12:28 AM
    BT- broadband still not sorted after 5 engineers 16th Apr 17 at 12:28 AM
    I was just asking help as what to do next, my case is open with cam3 team with BT, but all they do is keep sending engineers outwho cannot find any faults. Its been about a month and a half now and my speeds are 0.2mbps, when my line can handle 7mbps. The cam 3 team keep resetting my "BRAS profile" which gives me speeds but only lasts 3 days. I cannot get through to Cam3 team using helpline, they just tell me to wait for a call back. I have a crackling phone line but 5 engineers- nearly 2 months later and still in the same situation.

    Any help/advice is appreciated

    thanks
Page 1
    • lovinituk
    • By lovinituk 16th Apr 17, 1:13 AM
    • 5,371 Posts
    • 6,038 Thanks
    lovinituk
    • #2
    • 16th Apr 17, 1:13 AM
    • #2
    • 16th Apr 17, 1:13 AM
    Had the same problem with a business line. 6 "engineers" over 2 months and a bucket load of lies and excuses. I emailed several high ranking BT people I could find emails for and that got it put in front of a special trouble shooting team. That guy took minutes to fix and he didn't even have to come to the premises - he did it remotely.

    I can't remember the exact details as it was a couple of years ago but I think he hard fixed an error threshold that kept the speed stable.

    Openreach are completely and utterly useless!!
    • spandaman
    • By spandaman 16th Apr 17, 1:41 AM
    • 8 Posts
    • 0 Thanks
    spandaman
    • #3
    • 16th Apr 17, 1:41 AM
    • #3
    • 16th Apr 17, 1:41 AM
    Im in the UK, Feb 21, 2017 is when i joined there services and still not resolved
    • JJ Egan
    • By JJ Egan 16th Apr 17, 10:34 AM
    • 9,859 Posts
    • 4,058 Thanks
    JJ Egan
    • #4
    • 16th Apr 17, 10:34 AM
    • #4
    • 16th Apr 17, 10:34 AM
    Have you used your BT members community forum ??. Genuine non ranting posts often get picked up by top level CS .
    • Browntoa
    • By Browntoa 16th Apr 17, 10:49 AM
    • 31,885 Posts
    • 37,618 Thanks
    Browntoa
    • #5
    • 16th Apr 17, 10:49 AM
    • #5
    • 16th Apr 17, 10:49 AM
    Crackling is normally poor connections in your nearest cab (there's a particular termination strip that causes problems that's name eludes me) or your dropwire if your line comes from a telegraph pole
    I'm the Board Guide of the Referrers ,Telephones, Pensions , Shop Don't drop ,over 50's and Discount Code boards which means I volunteer to help get your forum questions answered and keep the forum runnning smoothly .However, please remember, board guides don't read every post. If you spot an inappropriate or illegal post please report it to forumteam@moneysavingexpert.com Any views are mine and not the official line of MoneySavingExpert.
    • jblessing
    • By jblessing 16th Apr 17, 1:48 PM
    • 134 Posts
    • 94 Thanks
    jblessing
    • #6
    • 16th Apr 17, 1:48 PM
    • #6
    • 16th Apr 17, 1:48 PM
    +1 for the BT community forums. Top notch people
    • kwikbreaks
    • By kwikbreaks 16th Apr 17, 3:51 PM
    • 8,841 Posts
    • 4,419 Thanks
    kwikbreaks
    • #7
    • 16th Apr 17, 3:51 PM
    • #7
    • 16th Apr 17, 3:51 PM
    I had the same thing. 5 callouts and no fix. Each engineer claimed to have made repairs to a different section of the cable starting with the drop wire and working back but still the problem persisted. I gave up on the BT infrastructure and swapped to VM cable but of course that isn't an option for many. When VM annoyed me to the point of leaving them (constant need to haggle over price increases and two bouts of severe local congestion) and I went back on BT infrastructure FTTC was available which missed out a large segment of the copper and the new line has been fine.
    • lovinituk
    • By lovinituk 16th Apr 17, 6:28 PM
    • 5,371 Posts
    • 6,038 Thanks
    lovinituk
    • #8
    • 16th Apr 17, 6:28 PM
    • #8
    • 16th Apr 17, 6:28 PM
    I had the same thing. 5 callouts and no fix. Each engineer claimed to have made repairs to a different section of the cable starting with the drop wire and working back but still the problem persisted. I gave up on the BT infrastructure and swapped to VM cable but of course that isn't an option for many. When VM annoyed me to the point of leaving them (constant need to haggle over price increases and two bouts of severe local congestion) and I went back on BT infrastructure FTTC was available which missed out a large segment of the copper and the new line has been fine.
    Originally posted by kwikbreaks
    Yes, switching to BT fibre was better for us too.
    • spandaman
    • By spandaman 18th Apr 17, 8:13 PM
    • 8 Posts
    • 0 Thanks
    spandaman
    • #9
    • 18th Apr 17, 8:13 PM
    • #9
    • 18th Apr 17, 8:13 PM
    Yes, switching to BT fibre was better for us too.
    Originally posted by lovinituk
    This isnt a option for me as im too far from the exchange by about 30 mtrs lol, Still not sorted and now a 6th engineer booked in for tomorrow. ill update with any news after th visit.

    Thank you all for your responses
    • spandaman
    • By spandaman 18th Apr 17, 10:17 PM
    • 8 Posts
    • 0 Thanks
    spandaman
    Complain to Chairman/CEO

    BT Group
    Michael Rake Chairman

    Email:
    Remind them that customer service targets cab cost them £290k




    Mr Gavin Patterson Chief Executive

    Email

    Telephone 020 7356 4931 (DDI)
    Originally posted by DavidP24
    Thanks for that info, If it doesnt get sorted tmoz by engineer, I think im going to have to go down that route. They say 5 mile radius for fibre and im approximately 2.02km from the exchange, Withno Fibre available. Its a joke.

    The fastest broadband available in the Standon Rock area is 200 Mbps
    Fibre broadband
    Available

    Virgin Media Fibre broadband
    Available

    To get an overview of the avalabilty of broadband in Standon Rock and its surrounding area we have set out in the map below all the exchanges in a 5 mile radius of a central point in Standon Rock indicating which exchanges are configured to provide fibre broadband.
    There are 7 exchanges in a 5 mile radius of Standon Rock and currently 7 of these exchanges are fibre enabled.
    The good news is that according to our constantly updated records fibre broadband is available to homes within a 5 mile radius of Standon Rock. Exchanges in the area, which are owned and maintained by Openreach, have been fibre broadband enabled and as a consequence of this broadband providers who are reliant on Openreach's broadband network infrastructure (BT, Plusnet, Sky, TalkTalk, etc.) will be able to provide fibre broadband to homes within a 5 mile radius of Standon Rock. Virgin Media fibre broadband is also available to homes within a 5 mile radius of Standon Rock so you have the most diverse choice of fibre broadband providers. The maximum headline speed that is available within a 5 mile radius of Standon Rock is 300 Mbps.
    There are mitigating circumstances where you might not be able to get fibre broadband even if the local exchange is fibre broadband enabled.
    Of course if you don’t have a need for speed then ADSL broadband is available in Standon Rock with its maximum headline speed of 17 Mbps.
    The broadband deals we have presented to you below are specific to within a 5 mile radius of Standon Rock. This is a great help to get an overview of the types of broadband deals and broadband speeds that are available in the Standon Rock area but broadband availability can be varied within this 5 mile radius. To do a more accurate search enter your postcode in the search box below for deals specific to your home and details on your local broadband exchange.
    • lee111s
    • By lee111s 18th Apr 17, 11:10 PM
    • 2,866 Posts
    • 1,950 Thanks
    lee111s
    Not sure where you've got the 5 mile thing from.

    "Fibre broadband" which is actually delivered over the existing copper albeit from the cabinet, as opposed to the exchange has a real world limit of around 1.5 miles, or around 2.5Km. Very much dependant on the quality, guage and indeed metal used for the cabilng (some is aluminium
    as opposed to copper)

    Can you post a screenshot of the results for your number from http://dslchecker.bt.com ideally showing which exhange and cabinet you're served by.
    • spandaman
    • By spandaman 19th Apr 17, 1:54 AM
    • 8 Posts
    • 0 Thanks
    spandaman
    Not sure where you've got the 5 mile thing from.

    "Fibre broadband" which is actually delivered over the existing copper albeit from the cabinet, as opposed to the exchange has a real world limit of around 1.5 miles, or around 2.5Km. Very much dependant on the quality, guage and indeed metal used for the cabilng (some is aluminium
    as opposed to copper)

    Can you post a screenshot of the results for your number from ..... ideally showing which exhange and cabinet you're served by.
    Originally posted by lee111s
    Im new to all this and its just what ive read in different places.

    Im not allowed to upload links so ive changed http to hxxp

    hxxps://i.gyazo.com/71fba2be969e682a3f1a330177b36c25.png

    Hope this helps
    Last edited by spandaman; 19-04-2017 at 1:56 AM. Reason: not allowed to post links
    • lee111s
    • By lee111s 19th Apr 17, 8:46 AM
    • 2,866 Posts
    • 1,950 Thanks
    lee111s
    Your cabinet is already enabled for fibre but you must be too far from it.

    I suggest contacting www.superfaststaffordshire.co.uk and ask what plans they have for your property
    • spandaman
    • By spandaman 21st Apr 17, 1:44 AM
    • 8 Posts
    • 0 Thanks
    spandaman
    Engineer arrived, listened to fault and went to the exchange....He found a loose connection that a previous engineer mis soldered. phone line seemed to be quieter and broadband was showing 6.7 M. Woke up today got noise on my line and my broadband speed is....






    1. Best Effort Test:

    Download Speed : 0.27 Mbps

    That result above is from btwholesale test



    This is now getting beyond a joke, im expecting someone to jump out from a bush with a camcorder, or big orange hands

    • spandaman
    • By spandaman 22nd Apr 17, 8:42 PM
    • 8 Posts
    • 0 Thanks
    spandaman
    CEO's office
    Originally posted by DavidP24
    Called the number supplied above, only got a answer machine, but left a message lets see if i get a reply.

    My cam 3 agent as now disapeared and ive been passed to a new one..... Yet another Engineer is booked for monday. This one is a "specialist engineer" i am told. we will see. still another week with no internet (0.12 speed)
    Last edited by spandaman; 22-04-2017 at 8:44 PM. Reason: added speed result
    • spandaman
    • By spandaman 28th Apr 17, 1:50 AM
    • 8 Posts
    • 0 Thanks
    spandaman
    *update* Engineer told me nothing can be done because profile had been reset. I had a call back from Gavin patterson's office. They stated that they were going to take over my case andnothing can be done until after engineer visits. I was told i was going to get a phone call back within 24hrs of the engineers visit but still waiting
    • camelot1971
    • By camelot1971 30th Apr 17, 8:31 AM
    • 494 Posts
    • 763 Thanks
    camelot1971
    I had a similar issue - noisy line for 9 months, poor broadband speeds and disconnections every day.

    4 "engineers" came out over the months, but none to the house. Eventually, BT sent a proper engineer to my house, we talked through the issues. Off he went, tracing things up the road, and he eventually found the fault - a poor joint at the end of my road, where it joins the main cable. Apparently, some older cable is aluminium coated copper and when this is joined to newer pure copper you get corrosion.

    He touched the join and it came apart! He fixed it properly and it's been 17Mb ever since!
    • JJ Egan
    • By JJ Egan 30th Apr 17, 9:46 AM
    • 9,859 Posts
    • 4,058 Thanks
    JJ Egan
    <<He touched the join and it came apart! He fixed it properly and it's been 17Mb ever since!>>

    How long did it take him to dig ??
    • kwikbreaks
    • By kwikbreaks 30th Apr 17, 5:58 PM
    • 8,841 Posts
    • 4,419 Thanks
    kwikbreaks
    They don't dig on a simple callout so the joint was accessible without doing that - many if not most are. They are under manholes and inside the big plastic joint boxes on poles plus those in the street cabs of course and those on dropwires. The whole copper network is riddled with joints. The real miracle of it is that it ever works at all.
    • littleboo
    • By littleboo 30th Apr 17, 10:34 PM
    • 540 Posts
    • 241 Thanks
    littleboo
    They really need to replace it as they go, is the only way it will ever get done.

    They should replace all with fibre, then charge for ASDL type speed if people are not paying for fibre.

    Right now seems to be held together with string and bluetac
    Originally posted by DavidP24
    There lies a problem, spending £20 billion plus and then only generating the same revenue is hardly a good business proposition.
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