Intermittent connection issues 29 December 2019 at 8:09PM edited 29 December 2019 at 9:07PM in Broadband & Internet Access 7 replies 640 views

mckenzie126

Hi, about a month ago I noticed an engineer up the telegraph pole next to my flat. When he came down i noticed my phone & internet had stopped working. This engineer had nothing to do with me or my line/property by the way. After contacting my ISP (John Lewis) they then sent an engineer out who told me that the last engineer (the one I saw up the pole) was to blame as all my wiring was left disconnected up there for some reason. He reconnected me & all was fine again.
In the last few weeks though the connection had been intermittently dropping out or slowing right down again. i talked to my isp & they did find some kind of fault on the line & so they did something to the signal to noise ratio which did sort it out for a while. However now it's started to drop out again intermittently. My router & internal wiring have been tested & are fine.
Was wondering how do Openreach usually deal with intermittent problems like this ? If I have an apparent intermittent wiring problem outside my property, what if the engineer doesn't find any fault externally on the day? I get charged for the callout I think which pretty unfair considering, or am i missing something?

Thanks

Linton

Call out charges may apply when a fault is found within your property. I don’t believe that the Openreach engineer failing to find a fault in their equipment is a reason to impose a charge.

mckenzie126

I agree, it's not a good reason but that is what they have told me. I've just spoken to someone again & its been made very clear that if no fault is found then i will be charged. I feel like they have me over a barrel here.

JJ_Egan

Who told you ??


Really you have to keep chasing your ISP they are responsible not OpenReach .

Random drops can be down to many things .
Personally i was having dropouts for over 3 years and OR never found the fault .

Browntoa

You will probably find other persons fault that caused your line to be disconnected was intermittent connection. They took your pair , which cleared the other fault, you are now on theirs and suffering their original fault.

Intermittent connection faults are normally poor connection in the green cab or the connector on the pole ( or the pairs between the two )

mckenzie126

Thanks for the replies. John lewis technical support are the ones telling/warming me that if they can't find a fault on the day then I will be charged for the callout. I have expressed to them that this seems very unfair but they are adamant. Im not quite sure how to get this sorted out ?!

Browntoa

It's a stock text .

They cannot charge you unless it's your own wiring

This is from BT business web site but it's exactly the same for homes , check via the test socket by plugging the hub into there. If still intermittent then definitely BT problem as that's their last point

https://btbusiness.custhelp.com/app/answers/detail/a_id/21507/~/how-to-use-your-test-socket-on-your-mastersocket/c/5106/

mckenzie126

Thanks but It wasn't a text, I've spoken to 3 different people & they all say the same. If they come out & can't find a fault & everything seems fine on the day the I get charged, simple as that. Yes my internal wiring is all good, router is connected to the test socket . Maybe I should try to speak to a manager or something but i get the feeling I'd get the same spiel.