The saga is finally solved... it’s what I told BT 6 weeks ago, an iffy card in the exchange, but the whole episode has highlighted the failings in BT’s procedures, [although Openreach, which, I assume is the first port of call when a line/internet fault is reported, is not strictly BT ]. I don’t want to slag off BT too much cos they pay my pension, but sod all has changed over the years, although I would say that years ago, local engineers taking fault reports had local knowledge which made fault clearing quicker and more efficient. Following my first post, the engineer closed off the fault report as being cleared, but Mr Gupta in India, said to monitor the line for a week and keep them updated. I duly kept them updated once a week, but because the fault was logged as cleared, nobody acted on my additional information, nor had the courtesy to inform me that no action was being taken on my updates.
I got mad a few days ago and insisted that the fault be rectified or I would cancel my account, so another engineer came the next day and declared that there were “thousands” of errors on my line, and that he would go up to the exchange and change my port. An hour later he phoned back saying he’d changed the card and tested everything, and like a dipstick, as he was saying things I wanted to hear, I took him at his word and didn’t bother checking my router. Anyway my internet was as dead as a dodo, phoned up Mr Gupta, to get the engineer back to the exchange whilst he was still in the area, but I was then stuck in the infernal loop of procedure whereby Mr Gupta has to follow his tick record. (Is it an internet fault?? What router ?? wired or wireless, NO none of those I just want the idiot back to connect my internet!!! I will test your line ... the bl**dy line has been tested 3 times in the last 2 days I want the engineer to do what he is paid to do, fix my internet!!!). There was no procedure whereby I could get out of this loop and get to speak to this engineer’s control. I get annoyed talking to the Indian call centres, I can’t express my feelings in a good old Anglo Saxon manner because they are only following rules, but I managed to convey my displeasure and an engineer returned the following morning and found a dis connection in the exchange.
When BT was privatised all those years ago, we were lectured that ALL faults will be cured first time, every time, to save return visits and give a first rate service, 25 years on, things have changed, they’ve got worse.
Tis the end of my ramble, many thanks to all for your suggestions to try to solve my prob, it’s been interesting learning about noise margins REIN etc., but spookily, gut feelings often give the best clue and had I stuck with mine, my internet would have been working weeks ago. Many thanks to one and all, one lives and learns, regards, moxy.
