Openreach response times

[Bennn]

My connection drops out more times than I personally think is acceptable (4+ times a week) I've quickly learnt there is no point contacting idnet about the issues because by the time BT do whatever tests they do to the line the connection has already reestablished and no faults can be found.

Well last night my DSL went down for good. I contacted idnet this morning and requested they ask BT to send out an engineer. I just called up to check if there are any updates and was told that I might not have a response by Monday!

It's so frustrating to pay more for a premium ISP only to  have them pass all the problems over to BT and have BT shrug them off.

I'm just hoping someone here has any advice for me.  How long should I have to wait for BT to sort me out? Is there anything I can do to speed this up?

Cheers

Edit: sorry for any grammar/punctuation mistakes. I'm having to write this on my phone.

[Steve]

 

Unless you have an enhanced care package BT Openreach normally take between 2-5 days to respond, sadly they don't work weekends either.

[Gary]

My connection drops out more times than I personally think is acceptable (4+ times a week) I've quickly learnt there is no point contacting idnet about the issues because by the time BT do whatever tests they do to the line the connection has already re-established and no faults can be found.

Thats a bit unfair on IDNet, tbh they will do a line test themselves straight away, so as soon as your line drops you call idnet support (daytime if at all possible) the thing is not all faults show on the line, and it may well not be your line. Have you tried to connect your router to the test socket behind the BT faceplate? IDNet would have asked you to do all of this as a check before calling BT anyway, also have you tried a different router/cables. What are your router stats as in attenuation and noise margin? I have had a REIN fault since March, it does not show on line tests and if BT come out and find no fault you could end up with a very big bill. Thats why its best to check everything else out first.

[andrue]

Unless you have an enhanced care package BT Openreach normally take between 2-5 days to respond, sadly they don't work weekends either.

They did for my FTTC connection earlier this year. Not that I or IDNet really wanted an SFI sending out but they offered a saturday appointment and turned up on sunday.

[Simon]

Sorry, I can't add to the above, but   Bennn!

[Reya]

I actually had a good experience with Openreach today. My phone line had been dreadfully noisy since last Friday; so bad that my internet's been dropping periodically as a result. Sometimes for about 30 seconds, sometimes for a couple of minutes, multiple times a day. IDNet suggested I check the line with another phone first of all (couldn't find one, so I had to go out and buy a bog-standard wired BT phone) and it was still awful, so I called BT to report the fault at around midday today.

The engineer rang me back within two hours, turned up on my doorstep within another ten minutes, and was done after another hour. He replaced all the wiring outside and inside, together with a new socket. Turned out that the wiring was worn through and rusted and the wall side of the socket was actually damp. When the wiring was originally done, he said the wall hadn't been filled in, so every time it rained the moisture got in. He also said the wires were far too long and had been looped around when they should have been cut as short as possible.

So I have to give a big to Openreach today.

[Simon]

They must have had someone in the area.    Good to know they're not all bad, though.