topic Re: Automated testing doesn't work for FTTP accounts. in Broadband

Automated testing doesn't work for FTTP accounts.

longedge — Fri, 20 Sep 2024 11:25:06 GMT

I rang in a couple of weeks ago and was told that work was ongoing on a known problem. There still seems to be a problem with disconnections and evening congestion in my area see TBB Graph here

I tried ringing in and as I don't particularly need to speak to someone, I chose to reply to the text message that was generated. I replied "FAULT" and then got a message saying that there's a problem identifying my account from the text message and asking me to provide my landline number - I haven't got a landline!

Re: Automated testing doesn't work for FTTP accounts.

jab1 — Fri, 20 Sep 2024 11:30:31 GMT

If you are on SoGEA/FF then the only option is to call - the auto-bots are not capable of recognising you in these situations.

Re: Automated testing doesn't work for FTTP accounts.

longedge — Fri, 20 Sep 2024 11:39:54 GMT

Yeah just seems daft to be offering to do what's impossible.

Re: Automated testing doesn't work for FTTP accounts.

bmc — Fri, 20 Sep 2024 11:52:14 GMT

@longedge

I don't know if this will work but login to your PN Members page and under My Account change your landline number (if one's shown) to your mobile number. Add your mobile number as well if it's not shown.Then try the FAULT text again.

While you're there, note your BBEU number - this is your line identifier but as far as I know this doesn't work with the BOT (yet???).

Brian

Re: Automated testing doesn't work for FTTP accounts.

longedge — Fri, 20 Sep 2024 14:37:38 GMT

On my account details, both "Telephone" and "Mobile" are recorded as the same i.e. mobile number, the one on which that they sent me the text inviting me to deal with the problem using the automated system.

Re: Automated testing doesn't work for FTTP accounts.

jab1 — Fri, 20 Sep 2024 14:40:45 GMT

The auto-bot is not linked to the other system - for some weird reason.