CST and BT are stumped on how to fix my issue

[Richie Rich]

Hi all,

Perhaps someone can help me with the following. For the last 3 months i have been intermittently experiencing a loss of PPP i.e solid amber internet light. This either resolves itself or i will have to switch the router off and back on again. This can happen at random times of the day. I used to have an old style master socket but this has since been changed to a brand new socket with a 2000 faceplate.

I have had 3 new routers,
New cabling for each of the routers has been tried
4 BT Openreach Engineers
A lift and shift at the exchange
A brand new cable run from the telegraph pole to the front of the house and then going through a new entry point, and then into the new 2000 faceplate.
Each of the 4 engineers has carried out testing many times over and over again at the exchange and at my property, all of which come back as a pass.
My line runs straight to the exchange so i do not connect into the green cabinet.

As i am on the Connect package it takes a while for the results to come back as CST have to liaise with BT. BT have passed it to their fault diagnostic teams who can find no fault either.

I have not only managed to stump CST with what is causing this issue but have also managed to stump BT who have admitted they have no idea what to do next. I would like to point out that one of the BT Capacity Team said that the equipment i was connected to in the exchange was running hot (Not the temperature kind) and this was causing my loss of PPP.
From what i have heard, An exchange which is running hot causes a slow connection and not a loss of PPP problem.

Anyway, BT have said they fixed the issue with the equipment running hot and my connection should be sorted......... But guess what, I'm still getting the solid amber internet light.


Any ideas of the above would be greatly appreciated

[Scubbie]

Do you know anyone else locally who has Sky Broadband?

If you do, I would highly recommend that you take your routers around their home and connect them one at a time to see if any or all of them work.

This will rule in or rule out the routers.

Take your ADSL cables along too.

Remember to swap one item at a time (i.e. router & PSU --> test, ADSL lead --> test).

[Richie Rich]

Do you know anyone else locally who has Sky Broadband?

If you do, I would highly recommend that you take your routers around their home and connect them one at a time to see if any or all of them work.

This will rule in or rule out the routers.

Take your ADSL cables along too.

Remember to swap one item at a time (i.e. router & PSU --> test, ADSL lead --> test).

Hi Scubbie,

I've tried two of the routers round my father in laws house who lives 5 mins away. He is also on sky broadband. Both of those routers worked fine and were tested over a period of a day each. This is all it needed as the connection can last anything from a couple of minutes to half a day or so.

The third router was borrowed from work as i work for Sky myself and know that the router in question works perfectly well when in use at work. This has also got all of my work colleagues trying to figure out what is causing it as it has been ongoing for few months or so.

[Scubbie]

In this case, since the routers are working, it has to be down to the wiring.

As you are aware, this is the responsibility of BTO to fix.

I'll leave it for someone more knowledgeable to comment on any further detail, but I would expect that a BTO ADSL Specialist to be able to identify the problem and repair it.

[IWasNotTheEnemy]

At this point I'd expect Sky to offer cancellation with no penalty as they can't fix the issue, you're lucky to have had 4 engineers already

[Isitme]

I would agree with IWNTE, it gives you a good excuse to get rid of that service they have the cheek to call broadband. Go with any LLU ISP on your exchange or if there is none, consider Plusnet. They are owned by BT and if the problem still persists, they will pull out all the stops to get it fixed. It is not worth persevering with Sky.

[lethagized]

Have you looked into the possibility of a REIN fault? electronic interference that can come from anything electronic in the house such as a TV power supply, Central heating thermostats etc etc

Take a look here ::. Kitz - REIN .::

[Scubbie]

Another idea would be to try a non-Sky router.

[Richie Rich]

At this point I'd expect Sky to offer cancellation with no penalty as they can't fix the issue, you're lucky to have had 4 engineers already

As I work for sky I wouldn't have any cancelation charges. I do no want to go with someone else as I have never come across this issue before and neither have any of my colleagues so i would like to find out what us causing it and get to the bottom of the issue

[Richie Rich]

Have you looked into the possibility of a REIN fault? electronic interference that can come from anything electronic in the house such as a TV power supply, Central heating thermostats etc etc

Take a look here ::. Kitz - REIN .::

I looked into this a while ago because one of the customers i dealt with had a REINs issue a while back. I've recently been on holiday and i switched everything off for this reason but my connection was still dropping out so it would have to be something outside which will be a bugger to trace. Also nothing else has been added into my property i.e. TV etc.