I'm sick of going round in circles - incompetant call centre staff asking you the same old questions (is your green light flashing? etc) when all they have to do is read your notes - even then they dont listen....
Yet again I got a line test - this one failed - the previous two passed - I then get to call back in 5 days as the fault management team are looking into this - I tell them - all I need is an exchange visit - they just don't listen!!!!!!!
I've managed to request a call back (3rd time) - I wonder how many more times this is going to happen - I'll ask for an exchange visit on the call back - I guarantee if I get the call (not likely!!!) - there'll be another line test - when it passes then the problem (as far as they see) goes away ready for the next time I call.
Any ideas on getting an exchange visit? I'm on the Chorlton, Manchester exchange - anybody else having trouble at that exchange? - nearly 2 months now without broadband.
I would have been happier if I had had a better experience on the phone, but a bad operator (and supervisor) really makes me want to burst....
I am on the Chorlton exchange and have also not had broadband for about two months (since the upgrade).
I have just about reached the end with Wanadoo and can't really see much point continuing. The technical line just ask the same questions and then use the excuse that I have a wireless router which they did not supply. The only tests they will carry out are remote and like you I cannot get an exchange visit. They insist the line is ok so this situation could continue indefinitely unless I call a halt and just go somewhere else.
I have written to them but I just get the standard reply which shows they don't read the letters.
Thinking of changing to NTL to avoid the exchange altogether.
Joined: 21 Apr 2006Posts: 94Location: Fallowfield, Manchester
I'm on the Didsbury exchange and my broadband disappeared for a few weeks. When it came back it was still at 512k. It did finally speed up to several meg, but only for the few days before I switched to a different ISP. My guess is that it only got fixed because an engineer visited the exchange to do something in preparation for my switchover. So, that's at least one way to force an engineer visit
Unfortuantly there's no way to force an exchange visit. The agents and supervisors you can speak to on the phones cannot arrange it directly, for LLU issues it has to go through the faults system. It's all done behind the scenes and automatically as part of the testing.
The agents and supervisors you can speak to on the phones cannot arrange it directly, for LLU issues it has to go through the faults system. It's all done behind the scenes and automatically as part of the testing.
Yes I work for Wanadoo, I just don't make an issue out of it.
It's not alright but I'm just trying to give a bit of insight into how things work.
If you want to be sure someone ask an agent when they're next speaking to them if they can arrange exchange visits directly, as in they themselves ask BT, or if it's done automatically through the faults system.
The agents and supervisors you can speak to on the phones cannot arrange it directly, for LLU issues it has to go through the faults system. It's all done behind the scenes and automatically as part of the testing.
So thats alright then!
You wouldn't be from Wanadoo by any chance??
if you have an LLU problem that has been identified by Wanadoo's fault's system and you have been through the main diagnostics (i.e. connecting to the main socket and disconnecting all other non-ADSL equipment from the line and changed filter) then a line test will be conducted.
Following this initial test, if a possible fault is found it will be resubmitted to double check it. If the status is the same, in BT (IPstream cases) a line fault will be submitted to BT. An engineer will check this and if necessary go out to the exchange to do their test. If it is cleared by BT a retest will be submitted and if it fails again usually an engineer will be dispatched to the property. This process should take around 48 hours each time (from the engineer being dispatched to the retest (48 hours) to booking one to a property).
In LLU cases, if a fault is found it will be routed to an Alcatel engineer control centre (NOC) who will test the fault and repair it. Again, 48 hours is required.
Just posting this info to help people understand the process involved and why waiting may be required.
If anyone would like to know exactly what is going on at their particular exchange then visit the broadband resource: http://www.samknows.com
Type your number into the availabitliy checker to view your particular exchange. I Hope this information is helpful to people having difficulties.
If it is that simple how come I and many others on this site have no connection even after several weeks of fruitless fault reporting.
And why does noone ever seem to know how or when it can be fixed.
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