BT SFI (Special Faults Investigation) Contact number

nsmalley

nsmalley

nsmalley

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30 Jun 2009
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335
On one of my internet connections into my house i've been getting consistantly lower speeds and reliability than then other (2 BT phone lines, 2 different ISP's and 2 different routers).

It's a bit of a mystery. On one I get 10K, the other, sited about 12ft away on a different phone line I get 4.5K. Up until a few months ago i'd get 9K on it also.

tried all the resets, swapping routers around etc etc and the slower one's ISP has said they can detect a fault on the line, but it really needs me to book an SFI visit to diagnose and fix.

Been trying to find a phone number I can ring, but the one supplied knows nothing about SFI. Can anyone oblige?
 
Afraid its ISP who deals with booking for you, They will go through the initial tests with you so make sure you have done all your internal checks.

Also don't be fooled by the special faults investigation bit, it's not special and dealing with BT engineers can be a right pain I know ;).

Only time you would ring is if they say it's a copper line fault (problem with the analogue part of your line) then you will need to ring the people who provide the calls to your line and log a fault through them, they will then send out a BT retail engineer for the analogue part which could be causing your broadband issues, or if it is truley a fault on the ADSL side then your ISP will send out an open reach engineer for you.

Your ISP will be able to determine if you have a copper line fault or should do.
 
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DJMK4 said:
Also don't be fooled by the special faults investigation bit, it's not special and dealing with BT engineers can be a right pain I know ;).
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+1

Then BT try to charge you for SFIs where the engineer has made changes to the line. We then appeal and BT make out they are doing us a favour by waiving the charges :mad:

I'm just looking at a DSL connection which had something like 36 connections yesterday alone. We had a SFI on it before Christmas and got the good old "Right When Tested" :rolleyes:
 
#Chri5# said:
+1

Then BT try to charge you for SFIs where the engineer has made changes to the line. We then appeal and BT make out they are doing us a favour by waiving the charges :mad:

I'm just looking at a DSL connection which had something like 36 connections yesterday alone. We had a SFI on it before Christmas and got the good old "Right When Tested" :rolleyes:
Click to expand...

Someone who knows the score :p

Do you also get BT engineers which tell customers they are "Going to the exchange" some do, however there are those which don't and you never hear from them until they update the notes saying everything was tested "OK" :rolleyes:

We ask customers for two calls, and stress this, once when the engineer arrives, and one before he attempts to leave the building. And ask them if they make the call to us and not the BT engineer. Seems to work however you do get the odd customer who doesnt follow important instructions and you end up sometimes with one minus BT engineer and no resolution on the problem :p
 
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I was thinking of giving customers a stop watch to time how long a BT engineer spends on site. I also have a theory that "going to the exchange / dp" means "I'm off for a brew / snooze".
 
DJMK4 said:
Do you also get BT engineers which tell customers they are "Going to the exchange" some do, however there are those which don't and you never hear from them until they update the notes saying everything was tested "OK"
Click to expand...

We get this all the time so used to ask for a co-op on every fault until they started charging for them, now it seems like as many go MIA than actually fix faults.
 
Thanks for the info. I'm sure the vast majority of engineers are great, but from the above comments what sort of things should I do, ask or look out for to make sure my fault is properly fixed and doesn't cost me a fortune to get fixed?
 
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