Open Reach despair

engelsepiet

My Internet provider is Zen Internet. I am very happy to be a customer and its support team is first class.

However, for the best part of the year, there has been a fault on my line which reduces the upload speed from 6.5-7.0Mbps to less than 0.5Mbps and the download speed goes down by about a third to around 19-20Mbps.

Zen support has made sure (several times) that the fault is not caused by my equipment (changed DSL cable, Filter and tried three different routers) and passed the problem to Open Reach

The first Open Reach engineer changed the port on the cabinet and normal service was restored.....for a few weeks. Subsequently, engineers have discovered various other problems (including a too tight copper joint in the cabinet) and each time the speed goes back to normal for a while.

They have checked to box coming into the house, used a cherry picker to check connection at the top of pole in the street, and changed the port in the cabinet a couple of times. One engineer said that he would recommend running a new copper wire from the cabinet, but that got forgotten.

Latterly, when service is restored, the upload speed is only around 3.5Mps, about half of normal. I have had to be content with this, since Open Reach does not guarantee an upspeed.

The saga continues, though, with the upload speed regularly dropping to less than 0.5Mbps and download to around 19-20Mbps.

I contacted the Ombudsman, but apparently I cannot complain about Open Reach, but must register a complaint with Zen. I don't want to do this, because its hands are tied. It can only forward the fault to Open Reach.

Advice on how to proceed would be gratefully received.

Browntoa

you deal with Zen , its their problem and they need to work with BT Openreach