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OCE Help Please

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29 REPLIES 29
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Team Player

Hi

 

My fibre broadband has been slow and constanly dropping out since before christmas and it is still unresolved despite a new router and two openreach engineer visits. A complaint was open however it seems that it has been closed despite the issue being unresolved as far as i am concerned. I would appreciate it if an OCE could have a look in to it for me please.

 

Thanks

 

Keith

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Community Team - TT Staff

Hi Keith

 

I'm really sorry to hear this.

 

I've completed a line test which hasn't detected any faults but I can see re connections on the line,

 

Is the router currently connected at the test socket?

 

Which router are you using? (make and model)

 

Thanks

 

Debbie

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Team Player

Hi

 

On the first bt engineer visit, the master socket was changed to a type 5c. The router is plugged in to that. My router is a HG633.

 

Thanks

 

Keith

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Community Team - TT Staff

Hi Keith

 

Would it be possible to connect the router directly at the test socket?

 

Do you have any other devices connected to the line? (extension sockets)

 

Thanks

 

Debbie

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Team Player

Hi

 

I can't connect it to the test socket till later. I have no other devices connected to the line.

 

Thanks

 

Keith

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Community Team - TT Staff

Hi Keith

 

Thanks for your reply.

 

If the connection is still dropping with the router at the test socket then I will escalate this fault over to our Network Team for investigation.

 

Debbie

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Team Player

Hi

 

Am i plugging the router straight into the test socket or do i need to add a macro filter and then plug it into the test socket?

 

Thanks

 

Keith

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Community Team - TT Staff

Hi Keith

 

Please can you connect the router at the test socket using a micro filter.

 

Thanks

 

Debbie

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Team Player

Hi

 

I plugged the router into the test socket yesterday evening and it is still dropping out.

 

Thanks

 

Keith

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Community Team - TT Staff

Hi Keith,

 

Thanks for trying this. I've asked our Network Team to take a look now. If you don't hear back by the end of today then please can you bump your thread (request an update) and we can re-check this again for you.

 

Thanks

 

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Community Team - TT Staff

Hi Keith,

 

Our Network Team have advised that the next step will be to arrange an engineer visit to the property so I'm just sending you a Personal Message to confirm some details.

 

Please do not post any personal information on the Community, reply via Personal Message (PM) only.

 

Thanks

 

Highlighted
Community Team - TT Staff

Hi Keith

 

Thanks for the Private Message.

 

I have passed your availability for an engineer visit over to our Network Team and I will post back on this thread to confirm the date and time of this visit.

 

Thanks

 

Debbie

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Community Team - TT Staff

Hi Keith

 

The engineer visit has been arranged for Thursday 21st February AM (8am - 1pm)

 

Please let us know how you get on following this visit.

 

Thanks

 

Debbie

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Team Player

Hi

 

The bt engineers have been and replaced the line between the box and the pole. They say they don't know what is causing the issues but that it's the best they can do today so i will just have to monitor it. Fingers crossed.

 

Thanks

 

Keith

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Community Team - TT Staff

Hi Keith

 

Thanks for keeping us updated. Please let us know how you get on.

 

Debbie

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Team Player

Hi

 

I'm not hopeful to be honest as I have had several disconnections already.

 

Thanks

 

Keith

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Community Team - TT Staff

Hi Keith

 

I'm sorry to hear this.

 

If the connection continues to drop this afternoon/evening then we will raise this back over to our Network Team. Please let us know how you get on.

 

Thanks

 

Debbie

 

 

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Team Player

Hi

 

My connection is still dropping.

 

Thanks

 

Keith

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Community Team - TT Staff

Hi Keith

 

I'm really sorry to hear this.

 

Is your router currently switched off?

 

Thanks

 

Debbie

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Team Player

Hi

 

No, my router is on. I never switch it off.

 

Thanks

 

Keith