slow broadband

[#1]

You're welcome! Good news!

[#2]

Well not fixed after all, it was working yesterday but today back to no line and slow BB, now they want to send an engineer out costing £65 for something that was meant to be an external problem....... not good.

[#3]

They should not be charging you if the fault is clearly upstream of the NTE5 (master socket). 

The whole point of a master socket is that, once the front cover is off, and you've connected to their line, independent of anything on your premises, any faults are the responsibility of your ISP or Openreach.

Is there no dial tone?  If so, it's certainly their problem.

I think it's standard procedure to warn customers of the £65.00, just in case they have fiddled with something upstream of the master socket (run your own extension clagged onto the cable in the box outside - yes, I have seen it done) 🙂

Rob

[#4]

Again thank you for the feedback, no I haven't tampered with anything.

Weird it came back on yesterday, I just assumed it had been fixed.

[#5]

Yes no dial tone

[#6]

Most certainly their problem.  A broken "leg" of the supply to your premises.  You need two legs (to make a circuit) to get a tone. However, broadband can just about work on one.  

You shouldn't have to pay for a repair.

[#7]

The engineer left a note saying "the line is testing ok at the pole behind your property Access is required to test further"

[#8]

He probably needs to get into your property to test from the NTE5 back to the exchange.

Was there a "failed visit" involved here somewhere? He booked to come but couldn't get in?

[#9]

He was booked but I was told he never needed access so I wasn't in.

The test showed it was external so access wasn't required.

[#10]

Just make sure that they don't try and turn this into an "unable to gain access" charge.  It has been known.

[#11]

thanks again, I have the email transcript saying access wasn't necessary, so they can't do that.

Still they might charge for Mondays callout though, even though they shouldn't.

[#12]

Well this morning the phone line started working again however bb speed is still only 1mb.

OR engineer came came out changed the master socket but so far bb still 1mb............

Should add the phone line came back on its own before the engineer done anything.

Pretty strange

[#13]

---

@ibrox40 wrote:

Should add the phone line came back on its own before the engineer done anything.

 Pretty strange

---

He probably called in at the exchange and reseated the connection/removed the spiders or whatever.

Still, it's progress.

[#14]

Hah!  This happens quite a lot.  But no-one will admit a deliberate fix, as this would reveal that something was actually wrong.

[#15]

Thing is my BB is still 1mb nothing the engineer done has mad a difference, when I mentioned the BB speed all he said well its ADSL not fibre, thats no reason for a drop from 12mb to 1mb