BB fault at Stonham exchange, Suffolk

Hi,
I have had a problem with Broadband disconnecting every 10 minutes for the last few weeks, and after trying all the advice about connection issues (eg using the test socket, new hub, using ethernet instead of wireless) an engineer was finally sent today.
It transpires that I am one of several customers on the local exchange (Stonham in Suffolk) affected by constant drop outs, but it is a fault the engineers cannot fix. It is not affecting everyone, just the lucky random few!!
I understand from the engineer that other people in my area that have been affected include people that work from home, who have had to relocate to work elsewhere as they are contstantly being logged out of their systems when the BB connection goes.
The engineer said that as it is not a fault that they (Open Reach) can fix, the fault I have reported will be closed - which indeed it has!
Obviously I am unhappy with this, because I now have an 'unrepairable' fault on my line, and what is annoying is that BT do not seem to be recognising that several customers on one exchange have an identical fault.
Can anyone offer any advice on how to escalate this? Are there any other Stonham customers on the forum with this issue?
Thank you
David

This may help you it was a fault affecting ALL USERS ON YOUR EXCHANGE
BT Major Service Outages BT Major Service Outages
This page shows more details on a particular BT Service Outage.
: STONHAM MUX 301 : DEGRADED SERVICES Update Number Detected Started Anticipated Clear Time: Area Codes
1
02/09/2010 14:51
02/09/2010 14:49
02/09/2010 16:49
01449
Update Number Detected Started Anticipated Clear Time: Area Codes
2
02/09/2010 14:51
02/09/2010 14:49
02/09/2010 18:00
01449
Update Number Detected Started Actual Clear Time: Area Codes
FINAL
02/09/2010 14:51
02/09/2010 14:49
02/09/2010 16:50
01449
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Hi Welcome to the forums
If you post the full stats from your router
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Have intermittent fault, BT said there was no faul...

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I have an intermittent fault on my phone. BT Infinity works OK
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If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you.
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Phone fault: call centre staff seem to be making u...

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Hi gterry,
I'm sorry about the problems with your line. Please use the 'contact the mods' link in my forum profile under the 'about me' section to send in your details. You can find the link by clicking on my username.
Thanks
Neil
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)
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New Infinity Installation. No internet connection ...

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Had Infinity installed on Thursday afternoon and was initially impressed with 40Mb+ download and 15Mb upload speeds.
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Hiya - same thing has happened to me - go BT Infinity2 installed last Tuesday, all ok 48mb down 9+up until Fri 18th May when it dropped out and was v.slow. No internet until Saturday 19th during the day. Then 40+mb ok until 2330 Saturday 19th dropped out log shows CWMP:session connect host failed - again no internet until Sunday 19th - a call to 0800 111 4567 remedied the situation with "a fault at the exchange - working the the exchange" then I got 48mb dowm, 9mb up until.... 2330 on Sunday when the signal dropped out - like you, SensiBlue, three bluse lights and I can ping a server so theres a connection, but the log again shows CWMP:session connect host failed and CWMPSL certificate error. No internet again all night - a further call to tech help merely resulted in the response than an engineer will come to my house - in four days time! to see if its a fault on my line. This hardly seems likely as I can ping out, and the line was checked - just 6bB loss only on Tuesday. I have tried a new router too - no difference. This intermittent fault seems to be fairly common on the forums too. Anyone got an idea? Like you say, SensiBlue, its not acceptable.

How long does it take to replace a cable?

I reported a problem (no dial tone) on Friday 22 July 2011, the automated line check showed a fault at the exchange. On Monday 25 July 2011 I received a phone call from BT saying the problem was fixed. I have a dial tone so think that's the end of the problem.
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Fine my line and broadband are actually working OK. So the delay is not an issue.
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Hi there could be a multitude of reasons for a delay as a duct has to be layed that could mean road/footpath closures which need local authority permission also the trench work will be carried out by contractors then new cables laid then openreach back to make connections all this unfortunately can and does take time
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

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