New Customer with "activated broadband" but no signal?
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Re: New Customer with "activated broadband" but no signal?
26-07-2010 11:37 AM
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I can see that you still haven't replied to your ticket with the checks I asked you to on the 23rd, please do this so that the Faults Team have all the information that they need. It's likely that BT will soon be asking to send an engineer out.
@penfold
Quote The OP has said even the sync light does not flash.... now IIRC even if the line was not active the router should try to sync up, indicated by a flashing light, but never going solid. If there is no flashing light then it must either be a router fault, or an issue at the exchange.
Whether or not the light is flashing makes no allusions as to the location of the fault. A flashing light means the router can 'see' some part of the ADSL signal from the exchange but cannot sync with it. No light means no signal. The two situations are treated in exactly the same way, as a no sync fault.
Quote BT have been out
Not a BT broadband faults engineer (SFI)
Quote surely they have the ability to know if the line is active or not
Not the type of engineer that went out
Quote and test using a TEST login
This has got nothing to do with testing a no sync fault as you need to sync before you can log in with any username.
Quote I feel very sorry for the poor customer
So do I, which is why we have a Digital Care Team to steer customers in the right direction to the right support.
Quote Sounds like an issue at the exchange
It could be anywhere on the line, internal to the property or in the exchange.
Quote stop asking the OP to perform tests,
When the OP risks a £169.20 charge for a visit that isn't required, we need to confirm that sufficient testing has been done to ensure nothing internal to the property is causing the fault.
Re: New Customer with "activated broadband" but no signal?
26-07-2010 7:26 PM
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Quote from: Ben @retroboy
I can see that you still haven't replied to your ticket with the checks I asked you to on the 23rd, please do this so that the Faults Team have all the information that they need. It's likely that BT will soon be asking to send an engineer out.
Ben I've just updated the ticket confirming I've -
-Checked router cabling - Yes tried a different cable
-Moved the router to the master socket - Yes done that. (The BT engineer put a new socket on just in case too.)
-Unplugged all other devices (Have indeed)
-Tested alternate filter (Yes I've tried 2 diferent microfilters)
-Tested alternate router / proved router working on alternate line (Yes I've tried an alternate router)
-Tested in test socket (Yes tested in test socket)
Re: New Customer with "activated broadband" but no signal?
27-07-2010 9:48 AM
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Re: New Customer with "activated broadband" but no signal?
30-07-2010 10:49 AM
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Had an engineer around yesterday who was totally baffled as to why it's not working. Then various tests performed on the line and the exchange but still no joy. So I don't know now whether it's actually possible for me to have broadband at all.
Got this email from Plusnet this morning:
Quote Now that your service has now been active for 14 days, we thought we'd let you know the speed as it stands today, by way of comparison. Estimated line speed: 2.5Mbps Current line speed: 7.15Mbps
More like 0.00Mbps
One of the engineers said it could be that some lines are crossing over somewhere between my home and the exchange and the signal is being re-directed along the wrong telephone cable.
Has anyone else experienced this missing broadband weirdness?
dick:green Quote tag fixed.
Re: New Customer with "activated broadband" but no signal?
30-07-2010 11:00 AM
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Re: New Customer with "activated broadband" but no signal?
30-07-2010 2:53 PM
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Quote from: retroboy ]Now that your service has now been active for 14 days, we thought we'd let you know the speed as it stands today, by way of comparison. Estimated line speed: 2.5Mbps Current line speed: 7.15Mbps
Careful retroboy, PlusNet has your details and your account is up at 7Meg as that quote says, so if their software finds that your download usage allowance is breached then be prepared to be paying extra
Re: New Customer with "activated broadband" but no signal?
30-07-2010 7:01 PM
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Quote
Careful retroboy, PlusNet has your details and your account is up at 7Meg as that quote says, so if their software finds that your download usage allowance is breached then be prepared to be paying extra
Haha... I don't think there's any chance of breaching anything the way things are going
Re: New Customer with "activated broadband" but no signal?
06-08-2010 11:23 AM
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Have been trying to book an engineer several times via updating tickets and phone calls. The latest from PN is that my ongoing broadband fault can't be fixed by an engineer as the system for booking the engineer is also faulty.
I'm beginning to lose the will to live. Not sure how many more hours of telephone calls, updating tickets and blunt, non-apologetic replies I can tolerate from Plusnet quite frankly. My next billing date is looming. I'm assuming I'll get a refund on the bill of my "activated broadband date"?
Not a happy bunny
Re: New Customer with "activated broadband" but no signal?
06-08-2010 1:06 PM
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Edit: My colleague from the Faults Team couldn't get through as your landline was engaged, could you please update your ticket with appointment times (your previously requested slots have now passed) and we can get this booked for you.
Re: New Customer with "activated broadband" but no signal?
07-08-2010 1:09 PM
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Re: New Customer with "activated broadband" but no signal?
07-08-2010 1:21 PM
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Quote from: Ben I'm sorry that this has taken so long to sort out, we've been having trouble where we would book an engineer's appointment with BT Wholesale but this would not be passed to BT OpenReach.
I had exactly the same problem two weeks ago when trying to get a voice line fixed. I kept making appointments but these were not being passed on to BT OpenReach.
Re: New Customer with "activated broadband" but no signal?
10-08-2010 2:07 PM
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Re: New Customer with "activated broadband" but no signal?
10-08-2010 6:52 PM
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Then I checked the date to make sure it was the 10th and it is....but it's the 10th of SEPTEMBER!!
So thats a whole day wasted. Where do I send my invoice for £144 plus VAT for losing a days wages?
Re: New Customer with "activated broadband" but no signal?
11-08-2010 9:49 AM
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Re: New Customer with "activated broadband" but no signal?
11-08-2010 10:23 AM
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The message from Plusnet showing a live sync at full ADSL1 speed, when the estimated speed was just 2.5Mbs and the BT engineer agreed that the line at the customer end was getting no sync at all, does seem to indicate that some wires are going to the wrong place. Does the relevant part of BT know this? Can Plusnet check the attenuation on the 'active' line to see whether it's plausible for retroboy's distance from the exchange?
I hope Plusnet accounts are in sync with Plusnet Digital Care and that retroboy is going to be refunded for the non-service period.
Given that the fault seems to be somewhere between the exchange and the customer premises it wouldn't even make sense to advise asking for a MAC code and moving to an LLU provider - except just maybe a company not owned by BT could be a bit more forceful with BT Openreach/Wholesale.
Graham
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