Wireless broadband cuts out - making a phonecall fixes it?

GunJack

level 3 ?? They may FINALLY get openreach to check your line properly now. Make sure you tell the engineer about making a call "fixes" it, as it should point them in the direction of a HR fault

macman

Orange TS levels:
Level 1 reads.
Level 2 writes.
And Level 3 keeps an eye on the 2 dangerous intellectuals?

minnie123

Well I haven't had a call back yet - will have to call them later when i'm back home useless!!

minnie123

Just an update if anyone is interested - an engineer came out yesterday and he replaced my master socket with a new one with an in built filter. He said although my socket was a master socket it didn't look like how people described because it was really old and they are no good for broadband. So far so good we'll see.

spike7451

minnie123 wrote: »

Just an update if anyone is interested - an engineer came out yesterday and he replaced my master socket with a new one with an in built filter. He said although my socket was a master socket it didn't look like how people described because it was really old and they are no good for broadband. So far so good we'll see.

Sounds like an old LJU 2/1A,They are OK for BBand as a good percentage of the population have them in older properties.The problem with them is you can't remove any wired extensions from the faceplate UNLESS you know which is the incoming feed & which is the extension feed.

Have you recently been migrated over to Orange WBC or BT IP Stream network off LLU?You'd have recieved an E-Mail to your Orange E-Mail account if you have.We got a lot of problems like yours when I worked for them.

However now you can expect a bill from Orange for £130 odd for the Engineer as BT Openreach will bill Orange who will pass the bill onto you.But the thread below might be of help.
LJU 2/1A;


https://forums.moneysavingexpert.com/discussion/2855286

minnie123

£130!!!! neither orange or the engineer said anything about it costing anything - Feel sick now I would have said not to do it if I knew it was going to cost that much. Why didn't he say I can fix it but it will cost you £130 then I would have said no don't bother :-(

spike7451

minnie123 wrote: »

£130!!!! neither orange or the engineer said anything about it costing anything - Feel sick now I would have said not to do it if I knew it was going to cost that much. Why didn't he say I can fix it but it will cost you £130 then I would have said no don't bother :-(

I understand your frustration,the may be a slim chance you wont be charged if you're lucky but BT Openreach will send a bill to Orange who will try to offset their loss by passing the bill onto the customer.
Quite often the Engineer won't raise it as a chargeable job but their office will close it down as chargeable.
I've worked for both Sky & for a while this year (temp contract) for Orange & have seen this sort of thing quite a lot.(I was in the higher Tech Support & dealt with BT Openreach on a daily basis.
If they do try to charge you,argue that you were unable to use a test socket as you had the LJU I mentioned above.In my opinion,it shouldn't be chargeable as the fault was both undiagnosable & unfixable by the customer (you) due to the set up you had.
I sincerely hope you wont be charged but if you do,use the link I posted to argue your case.

minnie123

I just called BT and explained the situation to them and asked if they will charge me - they put me on hold and came back saying as they changed the master socket due to a fault I will not be charged.

Fingers crossed they stick to this but if not at least I can refer to this phonecall I made today and also that thread you provided me the link for earlier. I have got the feeling they may still try it on though. Thanks for your advice it's very much appreciated x

macman

minnie123 wrote: »

£130!!!! neither orange or the engineer said anything about it costing anything - Feel sick now I would have said not to do it if I knew it was going to cost that much. Why didn't he say I can fix it but it will cost you £130 then I would have said no don't bother :-(

Glad to hear you will not be charged, clearly a master socket fault.
But (had the fault been a user issue) even if you had told him not to bother, you'd still have been charged, as the call-out costs £130, regardless of what work they do or do not do.