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Recurring FTTC Fault

Millwardt

Casual Member
We’ve had FTTC for many years at our property and within the last 3 weeks we’ve had a recurring fault

Timeline:
19 May, fault starts and BT raise fault with openreach
24 May, engineer attends and we arrange for someone to let him in as we’re on Holiday, fault appears to be resolved (we get several email alerts through from our alarm which confirms it got reconnected to the internet)
27 May we return home, broadband has stopped working, BT raise fault with openreach
31st May engineer returns and resolves the fault. He makes a comment that another openreach engineer has disconnected our service to resolve or provide service for another property. He also comments that he doesn’t want his van parked outside for too long in case someone notices that he’s now switched it back and comes looking for him
4 June fault occurs again, and now waiting for Openreach to attend

Has anyone else had a similar problem? I’m a bit concerned that this could go on for months with the engineer switching either ours or a neighbours broadband off to provide service to the other property. Unfortunately it’s been impossible to get anyone from Openreach to listen, and I’m not sure if the explanation we’ve given BT will get across to them…
 
Sounds like there may a shortage of pairs at some point or FTTC equipment ports.

BT need to escalate this within Openreach (management) to ensure OR records are correct and two customers are not allocated the same and as yours has been in place overtime.

There may also be another property/install involved and this may be the difference between having local knowledge and just allocated work to task queues including contractors.
 
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So engineer finally came today and moved our connection from Cabinet 5 to Cabinet 2. Apparently BT need to do a Cease and Reprovide however after speaking to 9 different people at BT and being on hold for 1hr45 mins we are no closer to getting it done. Any suggestions?
 
Sounds a bit odd that you have the option of cabling to two different cabinets, I would be asking if there is any difference in cabling distance.

The cease and reprovide also sounds a bit odd, surely it's just a shift/move to a different pair? I would be assuring yourself that it doesn't lock you into a new contract.
 
Apparently there was a link between Cabinet 2 and 5, we were coming from Cabinet 5 but now from Cabinet 2… no sign of new orders when we log in so hopefully we won’t have that issue!
 
Still dragging on - apparently records have been updated to say we’re on Cabinet 2 now but the cease and reprovide seems to be dragging. Not really sure we’re getting the full info from BT unfortunately. I don’t suppose anyone on here has special powers? :)
 
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I just added Clive Selley's email, but as a BT customer try Philip Jansen first, sure it will get passed to OR anyway.
 
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