new broadband-no line sync!

jonph

jonph

jonph

Associate
Joined
25 Jun 2005
Posts
217
Location
east midlands
as above,my friends parents have signed up for broadband,but cant get line sync.
contacted provider who say everything should be working.
contacted bt who say they've checked line and its ok.
done all the usual home checks,plug phone into main bt socket,different hardware etc. even different pc,but no sync.
this has been like this for 2weeks and not been resolved by isp.
anyone have any ideas i can throw at isp customer services, because they are playing the "its not our fault,ask bt" game!
thanks in advance for any advice.
 
Initially I tried Please help I have a problem, then tried please help I'm a bit upset about the delay in connection, then I tried I'm paying your wages and am now at get it sorted or I'll **** you off to the whole world, But non of this seems to be working.
Can anyone give some tech advice I can throw at them?
thought about just trying a different isp, but if its a BT fault I'll just get the same problem.
Is there any way of finding out If there Is actually a line fault?
 
Based on what you have tried testing wise I would ask your ISP if they have raised the fault with BT if they have then what was the last update. If they have not raised the fault then advise them to do so now and that before they do they need to run a One Shot Check on the line which they definately should have doen previosuly based on you calling them. The OSC may indicate a BT fault even if it does not then they still need to raise a fault. Emphasis that you have tried from the master socket with different filters and hardware. Have you got a NTE5 master socket if so there will be a test port inside which will by pass all your internal wiring and you should try to sync from there is still fails is and out and out BT fault as BT only provide the service to this point in the house.

The responce time for BT faults is normally less than 72 hours but the update might be totally useless (like BT are) if they have raised the fault then ask that they escalate the issue with the BT the new escalation procedure BT have for all ISP's which is that it is escalated to a BT escalations team.

Then call your ISP daily for an update as once it is escalated normally issues are resolved pretty quickly if the problem is still unresolved ask them to escalate the fault higher as the team leader has not been able to resolve the next point of escalation would be the team leader of the escalations team.

By the way what ISP is it ?
 
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You need to raise a fault with bt THROUGH your isp. Call their tech support, advise them that you've tried everyhing possible from your end and then don't get off the phone until they've raised a fault.
 
The isp is freeonline(part of plusnet group)
Tried ringing customer support several times and each time(after queing for ages) they run through the usual pre written script- have you tried this that the other etc and each time the say they've passed it to bt, the line is showing no fault and they will escalate it further.
tried ringing again tonight was in que for 35mins then gave up.
also tried using their raise a ticket help section but response on there is also appalling. see below
Paul Emsell CSC Analyst 3:25pm, Thursday 23rd November 2006
[internal]
commencing testing

Regards,
Paul Emsell

To administer your account and for all your help and support requirements visit http://portal.free-online.net/index_nlp.html

Paul Emsell CSC Analyst 3:25pm, Thursday 23rd November 2006
[internal]
xDSL Status Check Analysis
Not in synch - suggest cct reset and line test.

Circuit Information
Circuit NOT In Sync
NTE In Service
NTE Power Status Unknown
Bypass Not Activated
MUX In Service
Upstream xDSL Link Info
Loop Loss n/a dB
Margin n/a dB
Errored Seconds 0
HEC Errors 0
Cell Count 0
Speed 0 k
Downstream xDSL Link Info
Loop Loss n/a dB
Margin n/a dB
Errored Seconds 0
HEC Errors 0
Cell Count 0
Speed 0 k

DSL MAX
Downstream Line Rate
Downstream Line Rate Timestamp 01/01/1111 00:00:00
Maximum Stable Rate Re-set (Y/N) N
Profile Change Time 17/11/2006 00:00:00
Maximum Stable Rate 2272
Fault Threshold Rate 2272
Interleaved Opt In

Regards,
Paul Emsell

To administer your account and for all your help and support requirements visit http://portal.free-online.net/index_nlp.html

Paul Emsell CSC Analyst 3:26pm, Thursday 23rd November 2006
[internal]
Determine Algorithm Branch Analysis
Line Test Performed.

Copper Line Test Analysis
Time out/ premature termination.
Further Diagnostics Required - raise Trouble Report with OR

Regards,
Paul Emsell

To administer your account and for all your help and support requirements visit http://portal.free-online.net/index_nlp.html

Paul Emsell CSC Analyst 3:33pm, Thursday 23rd November 2006
Dear Miss grainger,
Your fault has been raised to our supplier. Please note that they can take between 48-72 hours to provide a response.

What you should do now
---------------------------------
Please make sure you keep your broadband equipment switched on. This is so we and our supplier can run any tests that may be neccessary.

[internal]
1-FJV6LS / 03352349

Regards,
Paul Emsell

To administer your account and for all your help and support requirements visit http://portal.free-online.net/index_nlp.html

The customer was notified of this update via SMS.

Tony Thompson BOT - DSL Logged Faults 6:36pm, Friday 24th November 2006
Dear Miss grainger,
We have checked the progress of your fault with BT. At the moment this is still being investigated by their diagnostics team. We will continue to check for updates and let you know as soon as we have more information.

Regards,
Tony Thompson

To administer your account and for all your help and support requirements visit http://portal.free-online.net/index_nlp.html

Your comment 8:41pm, Friday 24th November 2006
I have now been waiting for my broadband connection for a week,(2 days of which I was being told there was no fault ).
Whilst I appreciate that faults can sometimes take some sorting out, I am so far not impressed with your service.
You were recomended to me by several people who said how good your service was but up to now I'm not seeing this.
If this matter Is not sorted out soon I will be asking for a full refund and will cancel my order.
If the fault is rectified and I am able to use your service,can you assure me that I will not be billed for the period of the fault?

Keith Hiles BOT - DSL Logged Faults 11:43am, Sunday 26th November 2006
Dear Miss grainger,
BT have tested the line and were unable to find any fault on the service.

What you should do now
---------------------------------

1. Reset your equipment and test the connection plugging your modem/router into the master socket with all other devices disconnected.

Please call us on 0845 1406000 to confirm you have carried out this retest and let us know what the results are. Our faults team can then take the appropriate action.

If the problem is still happening
-------------------------------------------
Get in contact with us within 5 days. If you don't then the fault is likely to have timed out with BT. We will then need to raise a new fault case and this will delay getting your problem investigated.

Regards,
Keith Hiles

To administer your account and for all your help and support requirements visit http://portal.free-online.net/index_nlp.html

James Prestwood CSC Analyst 7:34pm, Sunday 26th November 2006
Dear Miss grainger,
Different modem has been tried in master socket and fault persists.

[internal] rejected clear on eco

Regards,
James Prestwood

To administer your account and for all your help and support requirements visit http://portal.free-online.net/index_nlp.html

Matt Taylor BOT - DSL Logged Faults 6:15pm, Monday 27th November 2006
Dear Miss grainger,
We have advised BT further regarding your fault and their investigations are continuing, as soon as any further information is available we will let you know.

[INTERNAL]

SPAR, advised of contact no.

Regards,
Matt Taylor

To administer your account and for all your help and support requirements visit http://portal.free-online.net/index_nlp.html

I've since replied to this but the language is a bit strong to put on here lol.
had no response from them since 27/11/06.
we have now told them via raise a ticket we are going to cancell the account.
If we cancel, can we just contact a different isp to sign up, or do we need a mac code to migrate as the line has been activated through freeonline?
thanks for the advice so far people.
 
Yeah as said above, its not worth migrating until the rpoblem has been addressed. Personally i think its a sorry state of affairs when you have to chase your isp to chase BT. The case going stale is just a cop out on behalf of your isp imho

Ask to see all the notes made by BT in eCo and their other fault logging system Oneview, that way you'll know exactly whats been done and the current staus of the fault
 
finally recieved a message from freeonline!
they're sending out a bt engineer out to test the line wooo!!
just waiting now for a phone call from BT,that hopefully won't take another week
 
If you cancelled, you wouldn't need a MAC (in theory), but you'd be starting from scratch (i.e. be eligible for a new activation fee).

You should get an opportunity to make an appointment for the BT engineer visiting (if they're visiting at all).
 
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