Cancelling fee is it true what I heard

JJ_Egan

Tea_spiller wrote: »

If speeds are not what they should be it is a service issue.


But if they report speeds as ok its not a service issue .


Users problem does not read as a speed issue .
<<I get to check out stage and when it does the bank authentication it times out a number of times.>>

Schizophonickh

JJ_Egan wrote: »

OR charge circa £135- £250 on a none OR fault found .Up to the ISP what they pass on .
What do you mean by this?

You say brand new router is that your router now ??
They sent me a brand new router in January 2019 and still same issue
Have you checked routers event logs .
To be honest I wouldn't know or how to decipher it as its not all just plain text.

I would use your BT members Help page / community forum and explain the problem .
Is this the BT own community technical help forum? If so yes I have have posted 2 or 3 times and no one has yet to respond with a viable solution.

Answers in red thank you.

[Deleted User]

Schizophonickh wrote: »

Not sure what you mean by this

If OR are called out to a "fault" which is found not to be down to them (or no fault at all) they charge the provider £135- £250. I think JJ Egan is implying that repeated call outs finding no fault might end up being charged to the customer.

(Please use the 'quote' function properly to enable your posts to be properly answered. Answers in red are not quotable)

Tea_spiller

If broadband is too slow to process normal everyday functions without timing out, I would deem it to be faulty. **Assumption that we are talking Fibre bb**


My issue was diagnosed remotley before engineer booked.
Perhaps BT have same tools to check (would assume so as OR are sister company) that would prevent further charges, if issue confirmed before vistit.

JJ_Egan wrote: »

Tea_spiller wrote: »

If speeds are not what they should be it is a service issue.


But if they report speeds as ok its not a service issue .


Users problem does not read as a speed issue .
<<I get to check out stage and when it does the bank authentication it times out a number of times.>>

JJ_Egan

But thats just a wild guess .
Fact is callouts where no fault is found will be charged .
If something is timing out then its usually the web site at fault .Easy to test speed during a time out .




OP needs a route to either get a fix or get out of contract and BT will require proof .


Router new rules out that at fault .


Charges any fault indoors of the Bt OR Master Socket is chargable rates vary .
Eg i have a fault on Iplayer dropping its the Ethernet cable between router and TV . My fault its chargable .





BT Community yes answers can depend upon understanding the problem and if a top level CS picks it up .


Faults can be very difficult to find ( my fault OR is ongoing since 2017 ).
However it is the avoidance of customer incurring £135 charge that i am thinking of .

Schizophonickh

Seems we're getting some attention from some viewers so thank you whos followed me through to this point.

Symptoms
On both google chrome and Opera when making online purchases and payment process is doing validation checks with my bank (HSBC) it sends a code to my phone to confirm and finalise. On my desktop and on laptop I just get a spinning cog on the top of the tab on the browers and nothing happens and eventually times out.

When browsing hotukdeals.com for example i scroll to the bottom and the page has not been quick enough to respond and load up all the pictures and text. Same with Facebook, its not loading the content quick enough.

When playing online games, for example The Division 2 on the PC I cannot load into the open world for 10 seconds before being kicked out advising there is an issue with my internet

Playing Battlefield 5 when i finish a map it does not load onto the next map, my online squad who are in the next map and on my screen I just see a swirling loading symbol

*i did put a gif together to show what happens but as usual load a website to upload is not happening*

Speeds
I'm getting advertised speeds when speedtest loads (when it does) and thats what the engineer said which I already knew before he came.

I can't see it being website fault because the same sites i browse on my phone and at work loads up fine without any problems.

The issue I noticed was when I signed up my 2nd year contract with BT.

How did you guys get an engineer to diagnose remotely? All that the BT customer service do are 'line test' after 'line test' and i know there is nothing wrong with the download or upload. Ping responds is good but the quality of service is not fit for purpose and web browsing becomes painful at points.

Just a question whos on BT Super Fibre 1, when you do an IP config, how many IPv6 address do you get? I get like 6 temporary ipv6 address which I find really weird. I've tried disabling IPv6 network protocols and it seems to respond better i.e. some websites load slightly better and faster but it doesn't fix my on going problems.

[Deleted User]

Are you using a VPN service by any chance? If not try a clean install of Firefox (no addons).

Schizophonickh

I have used a vpn in the past on the same machine but they were removed and uninstalled.

However if you are suggesting that's what I've used I've rebuilt a brand new laptop and got the same experience. Getting multiple temporary ipv6 addresses.

JJ_Egan

No longer on Super Fibre 1 but been on it for five years and never seen temp IPV6 .


Suggest you use the BT contact us Complaints form and post .
A simplified version of your 7-55 post is what i would send .


Nothing wrong with download upload or ping you say . Problem is web sites not loading timing out .

steveE2

This is mine on Ultrafast 1


Connection-specific DNS Suffix . : home
IPv6 Address. . . . . . . . . . . : 2a00:23c4:xxxxxxxxxxxxxxxxxx
Temporary IPv6 Address. . . . . . : 2a00:23c4:xxxxxxxxxxxxxxxxxxx
Link-local IPv6 Address . . . . . : fe80::xxxxxxxxxxxxxxx
IPv4 Address. . . . . . . . . . . : 192.168.1.156
Subnet Mask . . . . . . . . . . . : 255.255.255.0
Default Gateway . . . . . . . . . : fe80:xxxxxxxxxxxxxxxxxx