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BB fault raised but VOICE enginner arrives

Community Veteran
Posts: 6,773
Thanks: 259
Fixes: 21
Registered: ‎16-02-2009

BB fault raised but VOICE enginner arrives

I raised a fault last week on my line, I had a disconnect (line up but no ppp connection) for about 1 hour.
When it came back up it was @ 3Mb (from 72Mb!)
Test result
1/31/2014 11:28 AM GMT 3.22 18.73 20 London 0
The ticket 80631419 says no BB fault found but Voice fault suspected. Then it said :-
Quote
Test Results:Fail - Fault located between DP and customer apparatus (no appointment required)
Description: FAULT - Dis In Network

So it was left at that. Then today I get an OR engineer calling me saying he is needing access to test my line.
When he arrived he said he had tested remotely and no fault was found, so he could close the call, he then tested again and got a fault. Repeat and rinse. Fault/no fault.
He replaced my extension socket just because ...
He said I MAY be charged for this call.
Now I DID not report a VOICE problem, there is/was NO voice problem a silent line test was just that.
If I get charged then I will be raising a complaint as my BB is still all over the shop.
Quote
1/31/2014 11:28 AM GMT 3.22 18.73 20 London 0
1/31/2014 11:30 AM GMT 19.95 18.73 20 London 0
1/31/2014 11:32 AM GMT 35.37 18.74 19 London 0
1/31/2014 12:27 PM GMT 15.65 18.71 19 London 0
1/31/2014 12:33 PM GMT 36.11 18.66 20 London 0
1/31/2014 2:13 PM GMT 67.57 16.7 22 London 0
2/2/2014 3:23 PM GMT 72.25 16.63 21 London 0
2/5/2014 2:47 PM GMT 47.66 18.78 20 London 0
2/5/2014 2:48 PM GMT 34.38 18.84 20 London 0
2/5/2014 4:07 PM GMT 72.91 16.91 21 London 0

Now OR people are working on the road above me installing a new cabinet at the end of the road, there are open manholes for about 1 mile. They were working next to my cabinet on Friday when I raised the fault call.
All this in in the ticket.  Angry
I am only posting this here so that there is visible proof that I am NOT accepting any charges over this. I did not report any voice faults or request a visit.
2 REPLIES 2
Highlighted
Grafter
Posts: 65
Registered: ‎17-12-2013

Re: BB fault raised but VOICE enginner arrives

Well there seems to be something up with this whole disconnect thing last week, because I had the same on Friday, and my speed came back really slow, and my line is synced at 78Mb. The speed has come back slowly, but my downloads are about half the speed.
There is no way that you should be charged for that call out, because voice was not what the fault was raised for! Did the engineer do anything about when it did raise a fault on his tests, or did they just do the usual and replace stuff just for the sake of it?
Highlighted
Community Veteran
Posts: 6,773
Thanks: 259
Fixes: 21
Registered: ‎16-02-2009

Re: BB fault raised but VOICE enginner arrives

He did some tests, said there was a "loop" at 1.7Km from me, then replaced the extension socket anyway.
The line test after showed clear, but it did so before he started and again during the tests, in between it was fault.
The fact they are working on the lines less than 200M from me is of some concern, but he said maybe/not.
The faults on the gateways as well may have something to do with the slow connections but not the disconnect I had. I had line connected but no ppp connection by my normal user or the ipv6 test user. Which would suggest connection to the local box but not the exchange.