Hi,
A company I occasionally do home work for have been without their FTTC 80/20 product since last Thursday. It started with a local "blackout" across the Exchange, effecting all providers. From the data I pulled from their Draytek router they regained connection for a couple of minutes last Friday morning and then there was no transfer.
Now, the odd thing about this is that no matter what Router I used - their existing Draytek, a brand new out of box TP-Link Router or the provided Technicolour they connect and synchronise at the normal rate, however no surfing can take place - but the provider can ping our connection and I also allowed Telnet access to the router and they managed to successfully connect.
I ran through many hoops with the provider, and even connected the router directly via VDSL as the Draytek is VDSL Compatible and I was concerned about the Openreach box providing the fault. Unfortunately none of this worked.
It was left with the provider that it would be escalated within their own team over the weekend and if no resolution was found, reported to BT Wholesale. After. Speaking to neighbouring businesses throughout the week it has been a localised issue but none of them have gone to the level of troubleshooting that I have. Various BT Engineers have been to the local cabinet and replaced some hardware cards to no avail (although, I suspected that it wouldn't do any good). Their next step is to get an engineer into the Exchange and look at the DSLAM, which would have been my first port of call as that is what connects us to the wider world from the Exchange, which is where the issue kicked off initially.
Loosing connectivity has been absolutely detrimental to my customer, as they are a Computer Shop! Would you guys think that they have a chance of raising a complaint and getting some compensation as it is easily costing them £500+ a day through lack of income from repairs.
Your thoughts would be much appreciated.
Cheers,
Swinnie
A company I occasionally do home work for have been without their FTTC 80/20 product since last Thursday. It started with a local "blackout" across the Exchange, effecting all providers. From the data I pulled from their Draytek router they regained connection for a couple of minutes last Friday morning and then there was no transfer.
Now, the odd thing about this is that no matter what Router I used - their existing Draytek, a brand new out of box TP-Link Router or the provided Technicolour they connect and synchronise at the normal rate, however no surfing can take place - but the provider can ping our connection and I also allowed Telnet access to the router and they managed to successfully connect.
I ran through many hoops with the provider, and even connected the router directly via VDSL as the Draytek is VDSL Compatible and I was concerned about the Openreach box providing the fault. Unfortunately none of this worked.
It was left with the provider that it would be escalated within their own team over the weekend and if no resolution was found, reported to BT Wholesale. After. Speaking to neighbouring businesses throughout the week it has been a localised issue but none of them have gone to the level of troubleshooting that I have. Various BT Engineers have been to the local cabinet and replaced some hardware cards to no avail (although, I suspected that it wouldn't do any good). Their next step is to get an engineer into the Exchange and look at the DSLAM, which would have been my first port of call as that is what connects us to the wider world from the Exchange, which is where the issue kicked off initially.
Loosing connectivity has been absolutely detrimental to my customer, as they are a Computer Shop! Would you guys think that they have a chance of raising a complaint and getting some compensation as it is easily costing them £500+ a day through lack of income from repairs.
Your thoughts would be much appreciated.
Cheers,
Swinnie
