topic Re: Stuck in a loop with support in Broadband

Stuck in a loop with support

niteninja1 — Tue, 28 Jan 2025 18:14:03 GMT

Have GFaST broadband 250 plan.

Seem to be stuck in a support loop.

about a year ago (maybe longer).

noticed a speed drop (150mb plan actual 120mb, to 89mb actual) engineer came out and fixed by resetting the line.

happens again, again the same engineer comes out and fixes by resetting the line. On the 19th December.

(At this point foolishly i upgraded a 250mb package from my previous 150 package)
Speed drops again this time to 58mb after upgrading.

engineer comes out on 28/01/2025 leaves at 09:30 saying he basically cant fix it and if he resets it, it will happen again in about 5 days.

i then get told at around 12pm 28/01/2025 that my fault has been resolved.

chat to support to get it reopened.

chat starts to go through the spiel for a new fault. I explain ive already done it and the engineer has just been.
Chat says these are different questions (shocker there not):

e.g.

chat: is your router plugged in

me: yes as it was around 3hrs ago when the engineer confirmed the equipment in my home was working.

chat: is your router damaged.

me: no nothing has changed since the engineer came 3hours ago.

repeat etc.

(I get they have a script but there seems to be no common sense being applied here or while trying to be polite a language barrier)

chat confirms they cant do anything and i need a engineer visit.

i ask what they are going to do different from the last 3 engineer visits (given 2 were by the same person and the latest one literally called the dirst one in front of me).

They insist the engineer will fix it. I say what will they do differently they insist the engineer will fix it.

is there a way to get out of this scripted support loop (short of going to the ombudsman)

Re: Stuck in a loop with support

ferguson — Tue, 28 Jan 2025 18:19:21 GMT

Hmm. G.fast was the last effort by Openreach to leverage the best possible speeds out of FTTC where the connection to the property still ends in a copper line. Like any other copper based service I fear it is only going to wither on the vine as Full Fibre becomes the norm. Do you not yet have a Full Fibre option at your address?

Re: Stuck in a loop with support

niteninja1 — Tue, 28 Jan 2025 18:22:05 GMT

Unfortunately the full fibre provider in my street hasnt connected my block of flats.

i spent a while trying to sort it and they finally said they were unable to connect us (with no reason) they literally connect the houses next to the block (as in 5-6ft away)

Re: Stuck in a loop with support

ferguson — Tue, 28 Jan 2025 18:54:09 GMT

OK, well this has been flagged to the support team here, wait for them to advise on your current setup and see if they can help.

Re: Stuck in a loop with support

Anonymous — Wed, 29 Jan 2025 07:06:00 GMT

Good morning,

I'm sorry to hear this. I've run a test on the line now which is clear. Do you have an Openreach modem and a separate router set up? Have the engineers ever replaced the modem?

Thanks

Michelle

Re: Stuck in a loop with support

niteninja1 — Wed, 29 Jan 2025 08:18:58 GMT

The line has always been stable (at least from my perspective).

the engineer has not replaced the modem however they seem fairly convinced its a issue with the line outside

Re: Stuck in a loop with support

Anonymous — Wed, 29 Jan 2025 08:29:21 GMT

Hello,

Ok thanks for confirming. As the line test is clear would you like us to send a replacement router which would replace both the Openreach modem and the router just to rule this out? This is a combined router and modem so you just use the one piece of equipment.

Michelle