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[orainsear]

does BT have any authority to do anything with such matters other than locate the source?

I think that BT tend to liaise with the owner of the equipment to suggest a way forward.  Current legislation in 'The Electromagnetic Compatibility Regulations 2006' determines that a suspension notice can only be issued for equipment brought to market post 20 July 2009.  I'd imagine that BT would prefer to have a notice issued regardless of equipment age, so perhaps the legislation needs to be looked at again.

[hyeung]

Update....and looking for advice please?

Its unforunate that after several weeks later that i'm no further forward in this matter....simply from the fact that the REIN issue is now more intermittent, which now no longer occurs on a daily basis; and that the times are also more varied after the REIN engineer was involved.

In addition, it hasnt helped that the BT engineer has not been much help in tracking this issue. As i see, he's only been out once for a few hours (on the day i initally met him).....thereafter he's supplied me his contact number and asked me to call him when the problem occurs and he'll arrange to come out if possible. After several calls to him, particularly when the problems occurs, he hasnt made any effort to come out; instead i've been told various excuses with many other jobs on the go. However, what cracks me is everytime i speak to him, he alway gives me the impression that he's still very keen in resolving this and continues to keep things going.

When the problem occurs, we appear to have atleast a 2hour window before the REIN stops again. So if only they could come out before then we would have this problem cracked.

Anyways when i last spoke to him, he's now suggested that we also get OFCOM involved as he knows some of the engineers and believes they will have the time to sit and wait for the fault to appear. He has requested that i raise a complaint via the OFCOM website and he'll do the rest. When i asked does this mean that BT will no longer be involved, he replied that he'll still be involved in the case, but with the assistance of OFCOM.

I'm just looking to get some advice and what folk think....as it all sounds abit dodgy to me. My concerns are that once OFCOM get involved, would it not mean that the case is out of BTs hands, and consequently the same for SKY.
Effectively, my case will be closed. Again, i wouldnt be sure if OFCOM would wash their hands of this after a visit or two without finding anything.


So i'm unsure if the engineer is trying to pull a fast one or genuinely trying to help? What do you reckon?

[Azzaka]

In my honest opinion hyeung, you should not need to involve OFCOM at all. If it is a REIN fault sky should be able to raise an escalation with OR and if needed a complaint asking for the appropriate engineer to spend the time on the fault.

Ask them to push this to an Escalated Complaint and see how far they can get. I feel the engineer is trying to help.

[hyeung]

Sky has esculated this issue and the case is now with the BT REIN team....but its obvious i'm not having much joy with them coming out when required.
So are you suggesting i get Sky to esculate this further with BT, and possibly a complaint to see where it goes?

[Azzaka]

Yes.

BTW and OR have an escalation/complaints procedure for such reasons. It is upto your ISP to work with them and their procedures to get the best possible response.

If the fault happens at a particular time, you can request an enginee to attend site at that time and IF they are available then they will attend.

[hyeung]

Its a tough one to determine when the fault will happen. Back in Aug it practically happens every day but a different times. However, as of Sep the profile has totally changed...where some days it never occurs and the times are varied.
I've attached below a summary of the times and dates i've recorded to date. You can see what i mean. So its very difficult to tell when its likely to happen.

However, i have routerstats monitoring on 24/7 which alerts me on the second that the problem happens. That is the best i can do at this moment in time. So usually the fault lasts for atleast 2 hours if not more at other times.
My issue is getting an engineer out when it happens. If only i could come to an arrangement we would have this this sorted.

Like i've mentioned, i've called everytime it happens and do not appear to get any support on anyone coming out. So trying to detect and resolve this is a total nightmare as you can see.

At the moment i'm undecided on how best to pursue this one? Sky has not been that helpful in the past as its taken me letters to the CEO to get this far. Now that the BT REIN team are involved i figure things would get sorted, but i've had very little support from them in resolving this. Engineer has claimed to come out a few times but i cant be sure.
The REIN engineer appears to be helpful in his words but really hasnt shown me any results as he claims.

However, at the sametime i'm still undecided if he's just trying to fob me off.....or really wanting to help; just hasnt given me any confidence with the results so far.
But obviously still cauious in making any harsh complaints via Sky in case it backfires?

Very confused 


Tue 22 Sep
   10:44 - 15:04 (~4hr)
   16:59 - 18:30 (~1.5hr)

Mon 21 Sep
   23:20 - 01:21 (~2hr)

Thu-Sun 17-20 Sep
   Nil

Wed 16 Sep
 08:35 - 08:47

Tue 15 Sep
 20:58 - 23:09 (~2hr)

Mon 14 Sep
 12:36 - 14:57 (~2.5hr)

Sun 13 Sep
 20:11 - 22:18 (~2hr)

Thu-Sat 10-12 Sep
 Nil

Wed 9 Sep
 14:00 - 14:30

Tue 8 Sep
  Nil

Mon 7 Sep
 12:00 - 12:10

Fri-Sun 4-6 Sep
 Nil

Thur 3 Sep
 19:29 -  22:20

Wed 2 Sep (REIN Eng Visit)
 Nil

Tue 1 Sep
 Nil

Mon 31 Aug
  Nil

Sun 30 Aug
  15:30 - 19:00

Sat 29 Aug
  10:03 - 10:39
  20:25 - 22:26

Fri 28 Aug
  18:38 - 20:40

Thur 27 Aug
  Nil

Wed 26 Aug
 13:42 - 16:42

Tue 25 Aug
  17:12 - 19:12

Mon 24 Aug
  15:35 - 21:57

Sun 23 Aug
  Nil

Sat 22 Aug
  21:12 - 23:12

Fri 21 Aug
  17:04 - 19:05
  21:27 - 23:53

Thur 20 Aug
  14:57 - 21:41

Wed 19 Aug
  17:40 - 23:00

Tue 18 Aug
  16:43 - 19:51

Mon 17 Aug
  08:27 - 10:36
  15:06 - 20:48

Sun 16 Aug
  14:12 - 15:20
  17:50 - 20:24

Sat 15 Aug
  01:56 - 04:16
  10:43 -
  17:39 - 19:54
  23:29 - 01:28

Fri 14 Aug
  02:50 - 05:15
  14:25 -

Thu 13 Aug
  01:49 -
  13:59 - 14:33

Tue 11 Aug
  18:43 - 18:44
  22:37 -

Mon 10 Aug
  17:27 - 19:27

Sun 09 Aug
  Nil

Sat 08 Aug
  01:54 - 3:13
  12:56 - 15:08