Tuesday, 8 March 2016
BT refusing to fix faults
This happens every few years - BT keep juggling their definition of fault repair in various ways, trying to somehow make it a chargeable service even though it is clearly part of the broadband services we buy that they investigate and fix faults.
The latest fiasco, as I have blogged before, is BT plc t/a BT Wholesale have stated that SFI is an optional service provided by BT plc t/a Openreach which they make available to us. They have gone on to say that an SFI engineers sole job (though he may choose to do more) is to test the line to SIN349, and charge us if the line meets SIN349. He does have the job to fix the line if it does not meet SIN 349 though.
SIN 349 is the technical spec for the copper pair for telephone use - it is not even a spec for broadband, so such a service makes no sense as something we would every want to buy. Also, we can test a line to SIN 349 for free from the exchange end tests and it would be unusual for these to disagree with a test on site by an engineer.
The problem is that BT have no process for actually fixing broadband faults - it is either a phone line fault and fixed by the line provider part of BT, or it is a broadband fault at which point they offer the option of a pointless SFI service that will only test/fix a phone line fault rather than any means to fix a broadband fault.
So we have the argument over and over again.
What would be especially amusing this time, if it was not causing delay and inconvenience for us and our customer, is that BT are insisting we book an SFI engineer for a PPP fault on an FTTP service.
FTTP is fibre to the premises. I don't mean like "Virgin fibre optic cable", I mean actual real fibre optic cable that actually goes to the house. Not a copper pair. So insisting we send someone to test the "copper pair" to SIN349 is just farcical.
I do despair at BT some times.
P.S. 24 hours of nothing happening, and finally some progress.
P.P.S. They finally got an engineer out, changed the ONT and upgraded its software and then cleared the fault as no BT fault - I bet we get charged! Good news is customer is on line.