business broadband unusable due to interference from Welding company next door

[sport-mobility]

We are a mobility business who rely heavily on our broadband service being 100%. We spend all day every day with our broadband dropping out due to the welding company next door causing interference. It can be clearly heard through our speaker system and the fact the computers all freeze.

We have spent mmany hours contacting BT to no avail as it is said that BT's equipment is working fine and it is down to me to sort this with the factory owner next door.

BT have been no help in pinpointing the problem so I am currently paying for broadband I cant use.

Any ideas where I go from here??

[markp]

Hi sport-mobility,

Its sounds like you have REIN on the line which is being caused by this other company welding.  To get to the bottom of this you would need to contact the helpdesk and get a broadband engineer out, he would then confirm that it is REIN and it then gets sent to a specialised team who will see the case through to the end until resolved.

If you go to contact us these are the options you have to contact the helpdesk.

Mark

[sport-mobility]

Hi Mark,

Thanks for advice. Maybe I have not been lucky with the right people at BT as i contacted them twice yesterday and went through all the tests etc by removing the socket front etc. I was told by the first person I spoke to that there is nothing that can be done and basically live with it.

I got a bit more mileage on the second phone call and I was referred to a man who said it was rein also. The conversation got no further than that and once again I have been fobbed off.

I am a business who uses the internet all day as most of our business is internet based where our customers buy from us on the internet. What should take us 10 minutes to process an order is taking us over an hour to sort. Our time is much more valuable in the business than sitting in front of a frozen computer waiting for it to restore what we were doing.

As I am stuck in a contract with BT I need the issue addressing. I had a similar issue in my last premises where I had a brilliant BT engineer come to my premises and find the fault I had. He even fitted filtering equipment in the line.

So please do not put me through all the scripts and procedures that BT go through on every phone call as I had this twice yesterday. Can you put me in touch with a relevant person who is experienced in Rein problems so I can get closure on this.

Thank you.

[markp]

Hi sport-mobility,

I can see that you contacted the helpdesk, and that they offered to send out an engineer but you declined. To get this fixed we do need to send out a broadband engineer to confirm that the issue is REIN, but before we would send out an engineer we make all our customers aware of potential charges. 

The likelyhood of you being charged is vey minimal but you do have to accept possible charges, before we would send the engineer.

The engineer slots that we are able to book is morning 8 till 1 or afternoon 1 till 6, and it could be any time within this slot.

Mark