You need to remember that people that have no issues rarely go on forums to talk about it whereas those with issues seem to think it’s some sort of personal vendetta against them by the company and feel the need to express their feelings every and any time they can.
Internet without Openreach - options?
- Thread starter Yadda
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Yes, I get that. I'm not actually talking about the general complaints, more the number of people across all common ISP's with seemingly unsolvable long-term issues being given the run-around. It's staggering.
The issue is that the ISP doesn’t have direct control over Openreach or the lines and the service levels they take with Openreach vary wildly from ISP to ISP. Some take a basic service with Time Related Charges pared to the bone so if the Engineer doesn’t find anything on their first test they close the fault as the ISP hasn’t paid for any extra time onsite and while the Engineer might have the best of intentions their manager sees they’re on a job for an hour when the ISP is on the lowest TRC level and is on at them to close the fault as NFF if their test doesn’t identify anything immediately. Other ISP’s pay for extra time and a higher level of service so get faster responses and potentially more time to investigate thoroughly. Of course this is reflected in the price the customer pays and price (generally) wins in customers mind as they don’t understand or know about Openreach’s levels of service.
Because the engineer is only interested in a Sync speed which is correct according to the OP, it’s the throughput speed he’s suffering from.
Can Plusnet cease and reprovide @Yadda? Might mean being without service for a bit though.
To be fair, the engineer spent a fair bit of time here (In addition to running speed tests on my PC and running his own tests, he even set up my "spare" modem/router to see if it made any difference) and then went to the exchange (I think it was the exchange) to run further tests there before calling me to tell me his results and conclusion. That's when he told me "nothing to do with us, guv" (or words to that effect
) and passed it back to the ISP.I get that the industry is more complicated than customers appreciate but honestly, that's not my responsibility. All I care about is getting the problem fixed efficiently so I can get the service I'm paying for.
Thanks. They've seen my BT Wholesale speed checker results. I was asked to run that back in December.
Did you change your username to that one I specified?
If so I guess it was exactly the same?
Sorry, no - there was no mention of usernames. I just ran it.
Edit: I'll give it a go if (when?) the speed drops again (as I mentioned, it's unusually pretty fast at the moment).
I don't know. They never mentioned it and it's not really my place to suggest it. Besides, I've already told them I've had enough and the last trouble ticket entry reflects this (updated by customer support after the last phone convo). I didn't shout or swear (although I nearly did when "test socket" was brought up yet again
) but I was considerably ****** off and basically told them to stuff it.
Fair enough, but I assure you it's not user error. Whether you believe me or not, bear in mind that the OR engineer saw the speed test results during his visit and also ran his own tests.
Thanks Armageus, I'll bear that in mind although to be honest I'm not sure I have the appetite to deal with them any more.
Thanks Rroff.
It looks like I'm stuck with <an ISP> & Openreach. Looking through the UK ISP customer reviews doesn't exactly fill me with confidence. Choosing one is like deciding which testicle I'd like to be kicked. Anyway, mysteriously my speed test result seems to be about 32 at the moment even though nothing's changed as far as I know so that's something, at least.
Edit: Missed this one.
You're entitled to your opinion but they have lost my confidence. Some of us don't enjoy going round and around the same merry-go-round, being asked and told the same things over and over again. Especially when it conflicts with what someone else has said. It reeks of shambles and I have no more time for it.
So you are testing via a wired connection direct to the router? Have used multiple nearby speedtest servers and done a basic traceroute?
Spitting your dummy out only benefits OR/PN. Unfortunately refusing a further OR visit is going to prevent them from investigating/resolving the issue and leaves you uncompensatable as you’re actively refusing reasonable attempts to resolve the issue, it would also be ironic if switching ISP’s yielded no change and still required a OR visit.
My current BT issue started on Black Friday (November) and has resulted in at least 7 appointments of which BT have failed to attend or booked out the wrong engineers to all but two. I’ve told them how to resolve it since the 21/12, even had a final deadlock letter from BT stating i’m wrong, only for them to suddenly cave in and agree with me a week ago after going an indirect route via a 3rd party/the press office, this is at CEO’s office level, you’d hope for better, but then again i’m paying a pittance for what a I get, if I was paying for a business class service with SLA, things would likely be different.
Your options are to accept OR will need to attend to properly investigate the issue, move ISP and pray to whatever imaginary friend you believe in that it’ll work as it did pre-fault, accept the fault and live with it, or find an alternative method of connection, the choice is yours
So you are testing via a wired connection direct to the router? Have used multiple nearby speedtest servers and done a basic traceroute?
Spitting your dummy out only benefits OR/PN. Unfortunately refusing a further OR visit is going to prevent them from investigating/resolving the issue and leaves you uncompensatable as you’re actively refusing reasonable attempts to resolve the issue, it would also be ironic if switching ISP’s yielded no change and still required a OR visit.
My current BT issue started on Black Friday (November) and has resulted in at least 7 appointments of which BT have failed to attend or booked out the wrong engineers to all but two. I’ve told them how to resolve it since the 21/12, even had a final deadlock letter from BT stating i’m wrong, only for them to suddenly cave in and agree with me a week ago after going an indirect route via a 3rd party/the press office, this is at CEO’s office level, you’d hope for better, but then again i’m paying a pittance for what a I get, if I was paying for a business class service with SLA, things would likely be different.
Your options are to accept OR will need to attend to properly investigate the issue, move ISP and pray to whatever imaginary friend you believe in that it’ll work as it did pre-fault, accept the fault and live with it, or find an alternative method of connection, the choice is yours
Mate, with respect, you're asking the same day 1 questions I've already answered many times, and I'm already aware of my options, thanks.
Oh, and I don't consider walking away from what I consider to be a **** service as "spitting my dummy out", but you can disagree if you want to.
Why do people feel the need to say 'with respect'? The point being that the statement denotes that you feel the need to preempt someone feeling entitled to be offended. It's a networking forum, i'm more likely to be offended by people who have chosen to use a router that looks like a transformer crapped itself (aka ASUS), not if you have an alternative opinion
Anyway, they may well be the same 'day one questions' but as of now you've still to post a single test result, confirm you're not running a VPN, are using a wired connection, have tried multiple speedtest servers and post a trace route and you asked specifically what were your options in the OP. Out of millions of customers connected in the UK to any ISP, a small minority have issues from time to time, co-operate with your ISP and they will resolve it and if they get it wrong, they will compensate you accordingly. Spitting your dummy out, calling them names and refusing to have a OR tech re-attend eliminates you from any further assistance from your ISP or compensation for loss of service. Hopefully - as it's now working - it stays that way, if not then 'with respect' it's time to suck it up buttercup
Why do people feel the need to say 'with respect'? The point being that the statement denotes that you feel the need to preempt someone feeling entitled to be offended. It's a networking forum, i'm more likely to be offended by people who have chosen to use a router that looks like a transformer crapped itself (aka ASUS), not if you have an alternative opinion
Anyway, they may well be the same 'day one questions' but as of now you've still to post a single test result, confirm you're not running a VPN, are using a wired connection, have tried multiple speedtest servers and post a trace route and you asked specifically what were your options in the OP. Out of millions of customers connected in the UK to any ISP, a small minority have issues from time to time, co-operate with your ISP and they will resolve it and if they get it wrong, they will compensate you accordingly. Spitting your dummy out, calling them names and refusing to have a OR tech re-attend eliminates you from any further assistance from your ISP or compensation for loss of service. Hopefully - as it's now working - it stays that way, if not then 'with respect' it's time to suck it up buttercup
Thanks, tough guy.
"With respect" was a nice way of saying you don't know what you're talking about. Obviously wasted on you, huh?
Do you honestly think after 2 months of troubleshooting and an OR engineer visit, that you're the first person to ask if I'm connecting over a wired connection to the router? Really?
You also say I've "called them names". Care to show me where I've done that?
You waded into this thread confidently declaring "user error" and then decided to start asking the basic questions. Can I suggest that you reconsider your troubleshooting method so as not to appear so stupid?
Anyway, there we are.
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