Intermittent connection issues

edited 29 December 2019 at 9:07PM in Broadband & Internet Access
7 replies 640 views
mckenzie126mckenzie126 Forumite
6 Posts
edited 29 December 2019 at 9:07PM in Broadband & Internet Access
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

Replies

  • LintonLinton Forumite
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    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.
  • 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_EganJJ_Egan Forumite
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    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 .
  • BrowntoaBrowntoa Forumite, Board Guide
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    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 )
    Links in my signature currently broken
    I'm the Board Guide of the ,Telephones, Pensions , Shop Don't drop ,over 50's , Boost your income and Discount Code boards which means I volunteer to help get your forum questions answered and keep the forum runnning smoothly .However, please remember, board guides don't read every post. If you spot an inappropriate or illegal post please report it to [email protected] Any views are mine and not the official line of MoneySavingExpert.[
  • 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 ?!
  • BrowntoaBrowntoa Forumite, Board Guide
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    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/
    Links in my signature currently broken
    I'm the Board Guide of the ,Telephones, Pensions , Shop Don't drop ,over 50's , Boost your income and Discount Code boards which means I volunteer to help get your forum questions answered and keep the forum runnning smoothly .However, please remember, board guides don't read every post. If you spot an inappropriate or illegal post please report it to [email protected] Any views are mine and not the official line of MoneySavingExpert.[
  • 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.
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