Internet (authentication) connection dropping.

[sjt959]

Since being “upgraded” earlier this month I’ve been having problems with the internet connection staying active.  Yes the upgrade increased the speed (~3meg to ~8meg) but that is no good if the connection is lost every few minutes, as it has been in some cases.  It re-connects but is becoming irritating and frustrating.

I’ve reported this twice so far without resolution.  Both support guys have been helpful in what they’ve done and said but no solution.  I’ve been told that they can see that my authentication is being lost by the “server” - 30 times in two days - however the broadband connection remains intact ie no errors on the line.

Done so far.

- Lots of re-boots

- New micro filter

- Help desk dial in to check router configuration (twice)

- Factory reset of the router (BT 2wire)

- Connected to the test socket

- Reduced the Upstream MTU (now 1458)

- Reset my ppp authentication password, from BT’s end.

- An SRN reset to allow re-profiling of the line.

This last one was done Friday afternoon and was told to “let it settle” over the weekend and a call back was booked for later this morning (Monday), however the connection has again dropped already this morning.

What else can I or they do?

Before the upgrade I’ve had no issues in the 10 years or so I’ve been a BT broadband customer, even defending them on some occasions in discussions on their poor service, however this isn’t looking good.

[sjt959]

Well the first thing that didn't happen was the call back.   Scheduled for 9:50 and stayed home from work to take it. Not happy.

On the line to the fault report dept again.  Running the same tests.

[sjt959]

The fault line rep went through all the same checks as the previous three, suggesting the same resolution ie reset the router, after conferring with someone else.  On being told this has been done and further conferring they said they would pass if over to the fault team.  I assumed they were the fault team being at the end of the fault report line.

I was informed that the fault team may visit the local exchange within the next 48 hours and may call me tomorrow (Tuesday) to check the line status.  I informed the rep that I will not be at the premises on the Tuesday to take any call.  This was acknowledged.  I then had a service update at 10:41 saying the fault was in hand.

At about twelve the rep I had spoken to earlier left a message saying the engineers have corrected something at the exchange but believe I needed a new router.  One will be dispatched for next day delivery (ie Tuesday) and an afternoon call was scheduled to confirm setup.  Remember this was after I informed them that I would not be at the premises on Tuesday.

I then called the fault line again and informed them that I would not be at the premises to sign for any delivery and that I would not go to a courier depot to collect.  The rep (a different one) said they would inform the original rep to re-arrange delivery for Wednesday.

At 18:05 I reviewed a message saying the fault had been closed, I’m unable to confirm due to the nature (intermittent) of the fault without being at the premises for a longer time period.

At 18:36 I received an e-mail saying that a router had been ordered and scheduled for delivery on the 1st (Wednesday), this I thought was OK and that they had listened to me however on checking the tracking code this morning with Parcelforce the delivery will be today (31st) when no one will be at the premises to sign for it as I had informed BT.

So I may or may not still have the fault after a week, I will not know until tomorrow and a replacement router that will probably disappear into the unknown all because people do not take note of what they are being told.

I wish BT had not bothered with the upgrade as so far it has only been a downgrade in service.

[ptlimo]

Hi there i have had the exact same problem since they upgraded the exhange to 21cn i have had two engineer vists replaced business hubs second engineer seems to have settled things down hopefully!!! i did a speed check with the 2701 hub then did one with a home hub3 and my speed increased by 1.2mbps i am temped to bt the bt gear and buy another make to see if that makes any differnce as the bt hubs seem ok on wired but rubbish on wireless even with the home hub3 which the business are relesesing a version of soon  

[paragon123]

This could be a possible line issue. Technicians must have upgraed the facilities and overlooked a bad cable or something. 

Anyways, I hope things will work out good for you. 

[sjt959]

Thanks for the messages guys.

Update:

Short version still no solution.

Longer version....................... So the new business hub, a 2701HGV turned up (left with a neighbour) to replace the old 2700.  I set it up and left it working Tuesday night.  During that afternoon I had received a text message from BT Callbacks saying the router was on its way and that if they did not hear from me within three days they would close the fault.

Wednesday morning I got a call at work from my wife saying that the Internet light was showing RED permanently.  I then replied to the text message saying not to close the case as there was a red light showing.  BT did then call, unfortunately me being at work and the hub at home we could not go through any diagnostic.  And me not getting home until 10pm they would call the following day.  When I did get home that evening a number of re-boots and re-entering of the access codes eventually got the thing to be stable with a connection.

So this morning (Thursday, remember I reported this the previous Wednesday) I’m at home and the connection starts to drop..................  No Callback so I rang the fault line again, went through the whole rigmarole explaining what has happened and the history, they informed me that the Callback was scheduled for 12:40; I was not made aware of this.  The support guy went through the same checks and had nothing new to offer in the way of a solution.  He said that he would pass it over to Wholesale for them to check, bearing in mind this had already been done last week and that I could expect a call by 5pm tomorrow (Friday).  A short time after this I received the Callback, the chap was not aware of my call that morning and it was left that he would monitor the Wholesale messages and follow up with me.

So, I’m still having the issue of the Internet connection dropping after reporting it 8 days ago and no confidence of a solution any time soon.  This really needs to be escalated but I’m having difficulty getting past their first line of defence.  Anyone have any thoughts on where I go next?

[sjt959]

Continued non-satisfaction...............

So after yesterdays mid-day communications I get a text at 19:35 saying my fault has been changed from closed to being investigated.  Hooray.  Connection still dropping in the afternoon.

Today I get a call saying it’s being looked at as they can see my connection is still failing.  Followed by another half an hour later stating that as I’ve done all the home tests possible they need to send an engineer, however the earliest this can be arranged for is Monday.  Brilliant!  They knew this was the situation last week and nothing has improved since, so another day out of the office waiting for BT to do something that should have happened well over a week ago.  And yes the connection has fallen over all day.

Who do I raise this situation as a complaint to, this service or more to the point the run around and complete lack of customer sympathy has been terrible.  I’m the customer, paying for a service (that I’m not happy with) but have to fit in with BT and whenever they feel like getting off their backsides.  There is no obvious route to escalate, the first point of call, the fault line just has me going round in circles.  Well over a week on and I’m no better off and then they ring up and tell me something that was obvious last Friday.

Anyone recommend a better supplier?

[sjt959]

So Monday comes and no sign of the engineer during the alloted time,as confirmed by a text message Friday.  Just called the number I had and the contact person is on a break and no one else there willing to help.

DO NOT USE BT AS A PROVIDER

[sjt959]

So the excuse for not attending the scheduled site visit this morning.  Wait for it, the postcode on the engineers paperwork was different from the one in the rest of the BT systems.  Therefore he did not bother to open the case.

Ok so mistakes are made in paper work, perhaps a simple typo but why did they not follow up?  A quick call would confirm the correct one to put into his GPS or I could have even guided him here.  But just to do nothing is beyond belief; I think the lady at the call centre was a little embarrassed at the stupidity of it.  So another day out of the office wasted.

How can this be?

[sjt959]

So the wait starts again to see if BT can be bothered to keep an appointment today.

They are at a loss as to explain why their engineer decided not to keep yesterdays appointment, the only explanation being the postcode on the paperwork was different to the computer.  Check, call the control centre, call me, just turn up at the address. Anything other than ignore it and move to the next case.