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[SherlockPhones]

Cannot get BT to ask OR to send engineers to the E-side to fix HR fault.  All homes connected to the same PCP have problems with it.

[Black Sheep]

Need more info than that, mate.

[SherlockPhones]

Not really sure what info you mean, it was a general query.

Stuck in a loop of engineers to the house.  ADSL conks out when it rains. Crackle on QLT.  HR fault found by OR engineers.  Line is underground in conduit/chambers.  D-side pair swapped.  HR fault still there.

[burakkucat]

What is the cabinet number through which the pair, serving your home, transits? Also the local serving telephony exchange?

[SherlockPhones]

Ah I see.

I didn't expect that to be needed as I was only hoping someone knew an email address, phone number or website that would be seen by the appropriate OR staff.

May I PM it?

[burakkucat]

May I PM it?

You certainly may but please also CC Black Sheep, as he is the one who could look at network records, etc. However there will be nothing to personally identify you from that information.

As an example, in my case the equivalent to that information is EABSE P28 . . . and that certainly doesn't identify me in any way.

[SherlockPhones]

Done and thanks to both of you.

One oddity I should mention is that the OR/BT checker states FTTC being available.  However, there is no FTTC cab, confirmed by OR engineers.  I looked to see if there was an OR option anywhere to say "database error?" but failed to find such.

[burakkucat]

I noticed that VDSL2 based services are stated as being available but I could find no evidence thereof. Hence your reliance on a telephony serving exchange based ADSL2+ service.

[SherlockPhones]

Indeed but it's a little worse than that as the line is on G992.1, never get more than 3.x Mb d/l @ 51-52db atten.  Which is why I'm hoping they'll find and repair the HR fault.

[aesmith]

Cannot get BT to ask OR to send engineers to the E-side to fix HR fault.  All homes connected to the same PCP have problems with it.

Shouldn't it be your ISP getting the fault escalated with BT or OR?

[SherlockPhones]

That's what you'd think but it doesn't seem to work like that in practice.

BT claim that they can only book engineers to the home and cannot contact OR directly nor escalate the problem with them either.  Each time an engineer has been it is assumed that the problem has been rectified even if it hasn't and there is no continuity between visits either, leaving the customer to start from scratch and go through the usual router/master socket routine again.

[g3uiss]

Of course they can. The engineers are OR not BT. You need to escalate with the ISP. If all else fails contact Clive Sellys office.

[burakkucat]

Openreach Ltd.
Kelvin House
123 Judd Street
London
WC1H 9NP

Clive Selley   Chief Executive

clive.selley@openreach.co.uk

[roseway]

Are we missing something here? Is BT the OP's ISP?

[aesmith]

That's what you'd think but it doesn't seem to work like that in practice.

BT claim that they can only book engineers to the home and cannot contact OR directly nor escalate the problem with them either.  Each time an engineer has been it is assumed that the problem has been rectified even if it hasn't and there is no continuity between visits either, leaving the customer to start from scratch and go through the usual router/master socket routine again.

Is BT your ISP?  I've been a bit spoiled by the way Andrews and Arnold keep on top of BTW and OR. But even Plusnet managed to get stuff escalated, eventually.