BT Broadband Issue

Cotta

bxboards wrote: »

I've had ongoing issues with my BT Broadband for months - daily disconnects with orange light flashing.

Frustration wirh customer service as they ask the same questions - ie connected to wireless or wired which is irrelevant when the hub itself can't connect to the internet. I really don't like 'support' which essentially tells you to turn things of and on again or to 'reset' - it's no help and just coming from a script.

I have logs of these disconnects but no one seems interested in troubleshooting, and the Openreach chap can't find any issue with the phone line.

This is the exact problem I have.

Cotta

The issue rumbles on and now a Claim's Manager has taken ownership of the call, he has been working on it since Friday and we've been in daily contact since then.

BT have recognised that in my areas the speeds have been dropping significantly and as of today they are changing their external wiring.

The BT Claim's Manager called me yesterday to say that he expected all to be sorted by Thursday evening at which point he wanted to discuss recompense and compensation with me and asked me to start thinking about this. I have no idea what to ask for, obviously a three month refund would be in order for services not received, however this doesn't seem enough some how.

EdwardB

I have seen this at a friends house, he lives in an area that was built in the 70's.

I was told that they use some weird way between the cabinet and the houses of sharing copper that made it unreliable. It only has a problem when a new customer comes on and effectively shares your copper.

My friend spent months complaining and so he left BT going instead to TalkTalk, they told him that to deliver proper speeds they needed to change the wire between his house and the cabinet. They said BT Wholesale charge them £1000 but if you go back to BT they will do it free.

I can't remember the technical name for that wire but I remember it was for older properties on estates built in the 70's.

Samknows will tell you info about your exchange and there are tests you can carry out with BT but you need to remove the faceplate and plug your splitter into the master socket.

Also check other extensions in the house, I would disconnect them all, just to be sure. If BT find it is the wiring in your house you will get a nasty bill.

Cotta

Problem resolved, it involved BT changing external D wiring at their exchange box, I have no idea what this relates to.

The Complaint Manager is calling me tomorrow to discuss compensation for having no broadband for four months and for daily communicating with BT.

Browntoa

explanation of "D" side


https://en.wikipedia.org/wiki/D-side_(UK_telephone_cabling)


D-Side is the telephone cabling which is connected from the BT Primary Connection Point (PCP) telecoms cabinet to a point close to a residence or business known as the "Distribution Point" (DP) and consists of multiple pairs of copper wires. It may pass through a BT Secondary Connection Point (SCP) telecoms cabinet, sometimes known as Pillars, en route to the DP(s).
In the event of a broadband or phone line problem, changing the D-Side for a phone line is one potential correction that might be made.
D-Side is a shortening of the term "Distribution Side" of the telephone network. Conversely E-side is the "Exchange side" of the telephone network between the cabinet and the telephone exchange.

Browntoa

EdwardB wrote: »

I have seen this at a friends house, he lives in an area that was built in the 70's.

I was told that they use some weird way between the cabinet and the houses of sharing copper that made it unreliable. It only has a problem when a new customer comes on and effectively shares your copper.

My friend spent months complaining and so he left BT going instead to TalkTalk, they told him that to deliver proper speeds they needed to change the wire between his house and the cabinet. They said BT Wholesale charge them £1000 but if you go back to BT they will do it free.

I can't remember the technical name for that wire but I remember it was for older properties on estates built in the 70's.

Samknows will tell you info about your exchange and there are tests you can carry out with BT but you need to remove the faceplate and plug your splitter into the master socket.

Also check other extensions in the house, I would disconnect them all, just to be sure. If BT find it is the wiring in your house you will get a nasty bill.

some 70's estates had aluminium instead of copper cables , maybe that's what he meant

Cotta

Thanks, it's crazy to think that it took nearly four months for BT to correct the D wiring from reading your article above.

BT have put a lot of man hours into correcting this issue, I don't expect too much compensation as a result. I suppose the standard is £20 good will.

Cotta

£15 goodwill gesture offered, it really doesn't seem enough.

macman

If that's on top of a credit for the downtime, that's about as good as it gets-there is no SLA on a residential contract.

Cotta

Almost four months without broadband during which time BT were fully paid by myself and this is their "compensation," I do feel a little let down.