I lost sync briefly last monday and it then returned. It then dropped off again and has not returned since.
Have tried going directly into BT Test socket, changed microfilters, lead from router to microfilter and have even gone down the avenue of trying another 2 different routers, neither of which sync. As a last resort, I requested my neighbour bring his router round which he had actively working on his line at the time of asking, and it did not sync either. Have also had BT Retail do a copper line test on the circuit to check the physical aspect of the phone line is OK, and they have confirmed no issue with the line from a voice point of view.
Raised a support request with Orange on Tue 1st September for the no sync issue, and have spoken to them every day since. Have explained all of the above over and over - some of the staff are quite helpful - however, they cannot or do not seem to have any power to request an engineer visit from Openreach. All they do is ask if the router has any sync (which I have blatantly told them it does not and if you read the above, it does not take much to work it out). and then put the fault back to their faults team for further diagnostics. As the line comes back "testing OK and apparently in sync" then they cannot do anything more than put it back for further diagnostics. BT Wholesale have come back to us with no fault found, but this is all via remote testing and not a physical visit by Openreach.
I really do not know where to turn with this now - I have even gone to the level of telling the advisor that if he can request an engineer visit, then I will accept the Openreach charges, should the fault be with my equipment or inside the premises - but I am sure you will agree that having read the above, I have done as many checks as I possibly can!
If there are any Orange representatives on here who would care to get in touch and maybe try to resolve this issue, then I would be very happy to hear from you.
And, if anyone on here has any pointers on how to get this resolved then please get in touch!
Hi there, I work for Orange and might be able to help.
Please send an email to customer.services@orange.co.uk, including your personal contact details and username from this site, and I will give you a call to discuss.
In order that your email is forwarded to me quickly, please add "Jonathan Orange Response" in the subject field and also in the first line of your mail.
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