Effect of bad weather

Adrian · Jan 24, 2018, 13:51:58

It's been a fun morning. I get a couple of minutes of a time when I can do something on t'interwweb
https://www.amazon.co.uk/clouddrive/share/ikXmqUTwQLUmNZZiLj1obv6ZnWp2VqR3dCOn7wB2TNm/dqLLDIdtSYeuJm-pl3T9AA?_encoding=UTF8&*Version*=1&*entries*=0&mgh=1
I don't know why image links aren't working either.

jaydub · Jan 25, 2018, 08:31:29

Quote from: Adrian on Jan 24, 2018, 13:51:58
It's been a fun morning. I get a couple of minutes of a time when I can do something on t'interwweb
https://www.amazon.co.uk/clouddrive/share/ikXmqUTwQLUmNZZiLj1obv6ZnWp2VqR3dCOn7wB2TNm/dqLLDIdtSYeuJm-pl3T9AA?_encoding=UTF8&*Version*=1&*entries*=0&mgh=1
I don't know why image links aren't working either.

Jeez. That's awful. Any further progress?

Adrian · Jan 25, 2018, 08:43:02

IDNet are trying to arrange another engineer visit.

Gary · Jan 26, 2018, 08:58:17

Quote from: nowster on Jan 24, 2018, 11:08:31
That combined with their ISO9001 compliance being "we don't document wiring in cabinets"...

They don't even fix battery faults any more, they are told to find a new pair, battery faults don't effect broadband HR faults do. I lost 7Mbps because I'm now on a cr*p pair because they moved me for a bang on the nose 5 volt battery fault that you could not even hear, its not idnet's fault they have to report it but it was not the cause a few years back of my single thread speed issues

That was a a lot to loose in one hit, and with no way to get it back.

Adrian · Jan 26, 2018, 13:38:10

I have just had a call from IDNet support saying that the engineer who came last Monday didn't put in his notes that there was a fault. I rather suspect that his boss removed the information from his notes, but I can't prove that. So, we are now back to the position that if I have another engineer visit and they find nothing wrong I may get stung with a big bill, or wait until it rains again and try and get IDNet to do a line test while the dropouts are happening so they can then raise it with OR.

This is utterly ridiculous and while I know IDNet's hands are tied, that is no good to me. I think I will fire off a grumpy, but polite e-mail to the CEO of Open Reach, a ploy I have used with considerable success with other companies.

nowster · Jan 26, 2018, 15:36:05

It's well known within BT circles that "No Fault Found" is part of their performance related pay gambit. Faults are strikes against someone's performance stats, so engineers are encouraged not to report any being present. I got that (albeit over 10 years ago) direct from a BT account manager who was an ex-linesman.

Adrian · Jan 26, 2018, 15:43:46

Quote from: nowster on Jan 26, 2018, 15:36:05
It's well known within BT circles that "No Fault Found" is part of their performance related pay gambit. Faults are strikes against someone's performance stats, so engineers are encouraged not to report any being present. I got that (albeit over 10 years ago) direct from a BT account manager who was an ex-linesman.

I am not surprised by what you say. Anyway, e-mail sent to CEO

steve195527 · Jan 26, 2018, 15:51:23

hadn't realised you had emailed the bt chairman!!

Adrian · Jan 26, 2018, 17:50:11

Quote from: steve195527 on Jan 26, 2018, 15:51:23
hadn't realised you had emailed the bt chairman!!

I have had a reply too!

Dear Adrian,

Thanks for your e-mail. Clive's been in a series of meetings today so I'm responding on his behalf to avoid further delay.

I'm really sorry to hear you have an intermittent service.

I've opened an Openreach Exec Case for us to investigate this further (Cxxxxxxx). I've also flagged to the General Manager for this area and asked that we get someone out on this as soon as possible. They'll be in touch to arrange a date (likely to be next week now).

If there's anything else in the meantime, don't hesitate to getting back in touch.

Best wishes,

Mark

Mark Jolley
Directors Service Office Customer Resolutions
Openreach
Mobile: 0xxxxxxxxxxx
Web: www.openreach.co.uk

steve195527 · Jan 26, 2018, 18:50:09

I had an issue for over 2 years that wasn't being resolved, I emailed the CEO and the chairman, after then issue was fixed within 3 weeks of one of them replying saying they had passed the issue on to head of the dept who fix things in my area who actually phoned me as I had given my number in the original email,once you get them moving Openreach are pretty good,its just there seems to be a lot of inertia to overcome to actually get them moving in the correct direction

Adrian · Jan 26, 2018, 19:02:51

Quote from: steve195527 on Jan 26, 2018, 18:50:09
I had an issue for over 2 years that wasn't being resolved, I emailed the CEO and the chairman, after then issue was fixed within 3 weeks of one of them replying saying they had passed the issue on to head of the dept who fix things in my area who actually phoned me as I had given my number in the original email,once you get them moving Openreach are pretty good,its just there seems to be a lot of inertia to overcome to actually get them moving in the correct direction

I hope I am as fortunate. I still hold IDNet in high regard, they are as much victims of Openreach as we are.

Adrian · Jan 27, 2018, 16:26:02

Things move fast, just received an e-mail (Sunday!) from the general manager of the Southeast area confirming they will be on the case. Interestingly, he said they were having trouble pulling up the engineer's notes.

Adrian · Jan 27, 2018, 17:42:29

Oops, today is Saturday!

Adrian · Jan 29, 2018, 15:00:18

Monday 29th January 2018, 15:00.

Entire overhead line has just been replaced with shiny new cable. I just need some heavy rain now to test it.

jaydub · Jan 29, 2018, 17:19:01

Excellent news. Or at least I hope it is. I'm sure you will get appropriate test conditions very soon, what with the British weather.

zappaDPJ · Jan 29, 2018, 18:17:24

steve195527 · Jan 30, 2018, 10:34:51

like I said contact the right folk(the boss basically) and they get a move on lol,you shouldn't have to though,how many folk get poor service just because they don't know how to rattle the cage!!?

Adrian · Jan 30, 2018, 10:55:48

Quote from: steve195527 on Jan 30, 2018, 10:34:51
like I said contact the right folk(the boss basically) and they get a move on lol,you shouldn't have to though,how many folk get poor service just because they don't know how to rattle the cage!!?

I couldn't agree more, though I like to give normal channels a fair chance first, and of course it always pays to keep the e-mail to the boss polite but firm - ranting usually gets you nowhere. After the work was finished I had a call from an Openreach manager who gave me his direct number with instructions to call if I had any further issues.

I have always found individual BT engineers and indeed managers very obliging, but they are hampered by the corporate structure. I also feel sorry for IDNet and other ISPs who try hard to do the right thing by their customers but run into the same brick wall time and time again. I hope that now Openreach is at least notionally an independent company we will see a more pro-acative engagement with the end users.

steve195527 · Jan 30, 2018, 11:22:22

did you ever find that even if the engineer told you the work hadn't been completed and would arrange a further visit that then openreach told the ISP you use,who you have to contact regarding faults!!)that the work was complete and the fault fixed??
PS I have the head of repairs for our area stored in my phone now on his advice!

Adrian · Jan 30, 2018, 13:37:19

The engineer told me he would arrange for the line to be replaced and when he was here yesterday he said he couldn't understand why they had not progressed it.

Clive · Feb 07, 2018, 10:55:03

My internet connection went down yesterday afternoon and I had a very intermittent connection all evening. My router is a DG834G if anyone here is old enough to remember them.

I'm considering FTTC 30 Mbs so would obviously have to buy a new router such as the Billion which is £63. Would the Billion work with my current ADSL2+?
Would I be better off biting the bullet and getting the 55Mbs FTTC?

Clive · Feb 07, 2018, 19:28:01

OK, well I can see from the website that the Billion 8800NL will support ASDL2+ as well as FTTC. My cabinet is the other side of the road which means it's pretty close so I should get near to the 80mbs max. I've experienced intermittent problems again today with no connection yet the modem lights seemingly fine. Rebooting the modem solves the problem but it might suggest the modem is becoming faulty?

Adrian · Feb 07, 2018, 20:45:13

Quote from: Clive on Feb 07, 2018, 19:28:01
OK, well I can see from the website that the Billion 8800NL will support ASDL2+ as well as FTTC. My cabinet is the other side of the road which means it's pretty close so I should get near to the 80mbs max. I've experienced intermittent problems again today with no connection yet the modem lights seemingly fine. Rebooting the modem solves the problem but it might suggest the modem is becoming faulty?

When I first got FTTC I bought a Billion 8800AXL and it worked very well. Ultimately I bought an Asus AC88U router and configured the Billion in bridge mode so it only acts as a modem. Billion kit had, and probably still does have, a very good reputation for being tenacious on difficult lines.

Clive · Feb 07, 2018, 20:58:23

Thanks Adrian, the advice is much appreciated.

Adrian · May 01, 2018, 11:54:45

Well, it is some weeks since my line was finally replaced and I can confirm that it seems to have fixed my problems. The weather yesterday was the ideal test with strong winds and torrential rain and I am pleased to report that my internet connection remained rock solid throughout.