Ticket update 162004457

[#1]

We've not been advised that the VLAN move is completed yet.

With that said, can you retest your speeds on your side anyway?

[#2]

Anoush,

I’ve just completed 4 tests:-
72/20
70/20
72/20
50/20
Then I couldn’t because it couldn’t connect at all (see attached) which just about sums up the whole user experience right now

[#3]

That's odd because your connection hadn't dropped at all yesterday.

Were you able to replicate this drop over a wired connection?

Scrap that. I thought you mentioned "last night" in your response. I need bigger glasses.

We'll see how your speed is when we've received confirmation that the VLAN move is completed.

[#4]

Also note that is a wired connection straight into the router. It is the router performing the speed test on its wired connection rather than a WiFi speed.

I also note Openreach are opening the hole at the end of the road that holds my splitter. I’m not at home so I cannot say what they are doing although it seems to me they should have looked in there long before now.

See attached

[#5]

Also, it definitely did drop yesterday. Trust me.

[#6]

Openreach no longer on site. Problems persist. See attached

[#7]

I got an e-mail last night at about 10pm from our suppliers advising the VLAN move has completed.

Can you let us know if your speeds are any better today?

If not please leave this with me and I'll chase this up/look into it further on Monday.

[#8]

If only Anoush. It still fluctuates all over the place

[#9]

Anoush,

I also asked if the appointment booked for Wednesday could be challenged.

I cannot fathom what they believe is necessary for someone to require me to be at home. There have already been 4 engineer visits that have got us nowhere, what on earth is the fifth planning? It seems far more likely the problem resides elsewhere.

I’m ok with it so long as I am assured that:-
a) it is not a level 1 engineer
b) they detail ahead of the appointment what they are planning to do

Otherwise, I’m pretty reticent to be off work for a 5th time as I suspect all they will do is roll out another poor level 1 chap who arrives, realises it’s FTTP (first time he becomes aware!) then says “I can test the light (fine) and replace the ONT but after that I’m done.”

I’m sure you can appreciate that at this stage that is completely unacceptable. At the end of the day aside from everything else I’m pretty tired of seeing the warning about having to pay £65 if I cancel, I’m not at home or it turns out to be my wiring at fault. I haven’t seen the boot applied on the other foot such that Openreach are made to pay me for wasting my time on 4 occasions.

Can you please therefore follow up and ensure this appointment is taking place with real purpose? If it isn’t I think I will blow my lid!

Thanks