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By *ikeC81 OP Man
over a year ago
harrow |
I have got an issue with my broadband. It appears it needs Openreach to fix something in their radius (authentication sever).
I first raised this with my broadband tech support at 9am yesterday after waking up and realising. Now it is 7.42
I realistically would think in this day and age that 36 hours is more than enough time to fix an internet issue at an issue xchange.
Clearly my broadband suppliers don’t think the same. I am looking forward to my discussion with my broadband supplier in the morning . As it I know it will be the best part of 48 to 70 hours with no broadband.
What do others feel think a reasonable amount of time would be especially with lack of communication |
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By (user no longer on site)
over a year ago
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"I have got an issue with my broadband. It appears it needs Openreach to fix something in their radius (authentication sever).
I first raised this with my broadband tech support at 9am yesterday after waking up and realising. Now it is 7.42
I realistically would think in this day and age that 36 hours is more than enough time to fix an internet issue at an issue xchange.
Clearly my broadband suppliers don’t think the same. I am looking forward to my discussion with my broadband supplier in the morning . As it I know it will be the best part of 48 to 70 hours with no broadband.
What do others feel think a reasonable amount of time would be especially with lack of communication "
I found this really difficult to masturbate to?!... |
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By *ikeC81 OP Man
over a year ago
harrow |
"As it’s openreach I’m assuming it’s a business without broadband and I would expect an answer either the same day or at the worse the next day!"
Actually we are a private houses. Will give them a ring and have a winge |
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By (user no longer on site)
over a year ago
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"As it’s openreach I’m assuming it’s a business without broadband and I would expect an answer either the same day or at the worse the next day!"
Openreach provide all the backbone services to bt in the UK, separate company. Although a, radius server is software so should be able to be fixed remotely very quickly. But open reach will have a response time contract with your broadband provider. Your provider can do nothing at all about what that is and have to quote you the longest time.
The 'fix' is likely to take about a minute. |
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By *ikeC81 OP Man
over a year ago
harrow |
"As it’s openreach I’m assuming it’s a business without broadband and I would expect an answer either the same day or at the worse the next day!
Openreach provide all the backbone services to bt in the UK, separate company. Although a, radius server is software so should be able to be fixed remotely very quickly. But open reach will have a response time contract with your broadband provider. Your provider can do nothing at all about what that is and have to quote you the longest time.
The 'fix' is likely to take about a minute. "
Thanks!!!! I thought that may be the case. I will have a ‘call’ with the broad band company and get them to esceate |
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Hi Mike, when I used to work in business come there can be two causes for this.
ISP radius which is as you stated software which can be resolved easily useless just needs to have a ghost session terminated or remove the authentication details and readd them.
If it requires open reach to physically go to the exchange it could be a hardware component which allows it to route from their radius checkpoint then be past off to your isp so they may have to wait for a part but that is just assuming that it is just the auth server is down could still be an actually physical line fault which is causing a break somewhere or crossed line is possible. |
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By *ikeC81 OP Man
over a year ago
harrow |
"Hi Mike, when I used to work in business come there can be two causes for this.
ISP radius which is as you stated software which can be resolved easily useless just needs to have a ghost session terminated or remove the authentication details and readd them.
If it requires open reach to physically go to the exchange it could be a hardware component which allows it to route from their radius checkpoint then be past off to your isp so they may have to wait for a part but that is just assuming that it is just the auth server is down could still be an actually physical line fault which is causing a break somewhere or crossed line is possible. "
Well it went down at 3am and the line passed the line fault. The line is connecting to the network as I am getting a connection; it appears that the radius is not authorising me  |
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By (user no longer on site)
over a year ago
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"Thanks everyone for the feedback - so annoying.
48 hours and no connection "
Can't you use your phone as a hitspot for a bit? Some routers even have USB ports to plug a 4g dingle in to. Also, bt now send you a mobile hitspot if you're going to be off for a while and use them. |
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By (user no longer on site)
over a year ago
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"I have got an issue with my broadband. It appears it needs Openreach to fix something in their radius (authentication sever).
I first raised this with my broadband tech support at 9am yesterday after waking up and realising. Now it is 7.42
I realistically would think in this day and age that 36 hours is more than enough time to fix an internet issue at an issue xchange.
Clearly my broadband suppliers don’t think the same. I am looking forward to my discussion with my broadband supplier in the morning . As it I know it will be the best part of 48 to 70 hours with no broadband.
What do others feel think a reasonable amount of time would be especially with lack of communication "
We had an issue with them for just over 2 years! It took a threat from our local councillor to finally get it sorted! Their an absolute nightmare to deal and communicate with! |
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By (user no longer on site)
over a year ago
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Who is your broadband supplier? My mother was with talk talk, had a similar issue reported to them, they said it was open reach issue, but apparently never told open reach.
After a few weeks I used lack of provision to escape her contract, went to BT and everything worked fine. |
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By *ikeC81 OP Man
over a year ago
harrow |
It’s home telecom!!!
I raised a complaint this morning infuring that 48 hours from when I raised an issue is more than enough time. Unfortunately the company took 24hours to notify Openreach as the had to do there checks. It is currently with the Openreach team. I have asked the complaints team to hurry the team up to get an answer from them. What I am pissed off with I can see this going in to next week at which point I will be fuming |
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By *ikeC81 OP Man
over a year ago
harrow |
"Thanks everyone for the feedback - so annoying.
48 hours and no connection
Can't you use your phone as a hitspot for a bit? Some routers even have USB ports to plug a 4g dingle in to. Also, bt now send you a mobile hitspot if you're going to be off for a while and use them. "
Well they have till tommorow. My reactions were quiet calm today. tomorrow I will start escalating it to senior management |
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By (user no longer on site)
over a year ago
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Based on past personal experience, if the phone line is working but no internet and there has not been a shower of similar issues in your street it is most likely to be in the green box in the road.
On one occasion it was a clumsy engineer disconnected us whilst working on another line, the second time a failed DSLAM card. Both took 72 hours from ioenreaxh being notified. Sunday's are not counted for domestic customers.
Hope you get a better outcome than we did |
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By *ikeC81 OP Man
over a year ago
harrow |
Well after a call with my supplier and and me telling them I wanted it escerlated. They have raised it with the management team that are responsible for the communication between Openreach and them!!!! Let’s see how long this takes to fix. Fingers crossed this afternoon |
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By *ikeC81 OP Man
over a year ago
harrow |
Well well still no answer from Openreach or my broadband supplier
The longer this goes on the more and more I am getting annoyed. It has 69 hours since I first raised the report
That should be more than enough time to fix a simple authentication
I am calling them tonight and making it very clear I want this resolved by tomorrow |
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By *ikeC81 OP Man
over a year ago
harrow |
Well 75 hours since I first complained and about 80 hours since the internet went. I still am in the same boat. It’s an absolute shambles why can’t the lot of them take their finger out their ass
Oh well I will call at 3pm and give them an ultimatum that if it is not sorted today I am leaving the company. It’s a shambles |
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By *ikeC81 OP Man
over a year ago
harrow |
"That is ridiculous! Would have hoped they would have fixed it by now  "
Yep so would I
I called them again aparantley the radius server is rejecting people on site. A number of people affected they are working to try and fix but maybe won’t be fixed till after weekend. Fucking livid!!!! |
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"That is ridiculous! Would have hoped they would have fixed it by now
Yep so would I
I called them again aparantley the radius server is rejecting people on site. A number of people affected they are working to try and fix but maybe won’t be fixed till after weekend. Fucking livid!!!! "
What about one of those 4g devices they're advertising all over the place?  |
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By *ikeC81 OP Man
over a year ago
harrow |
well this morning called again to be told that it was the core team has blocked multiple accounts and the core team had gone back to the edge team to say that wasn’t the case and the radius server needs looking at
Clearly the radius server is not authenticating a number of customers and openreach and my service provider don’t think it will be resolved this weekend because of skeleton staff.
I really feel like I am at the end of my teather with the both of them. Openreach Twitter is saying speak to service provider. Service provider is saying they are escerlating it. Feels like no one is listening.
I have a feeling this will end up not being resolved till Monday or Tuesday. Monday I am going to demand to speak to senior management
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By *ikeC81 OP Man
over a year ago
harrow |
"Day 6 and still no broadband absolutely a fucking shambles
Still no internet?"
Nope though I have been told exactly what the issue is.
It is because Vodafone are the network provider, and that the team are India and that my isp often has problems with this provider. Also with it being a national holiday in India they have been on skeleton staff.
Vodafone have been informed that they are now in breach of their sla with isp, and this should have been resolved by now. It sounds like radius server is not approving a number of clients. I have been told I will not have to pay for the time that I have been without internet.
I still don’t have an eta on when it will be fixed, though a comment on they are working on it is the last update. I know it has been escalated but I have said we are thinking about leaving as a way to kick their ass |
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By *ikeC81 OP Man
over a year ago
harrow |
"Sounds like you should be getting compensation, as you do when your telephone line is out of action."
Yep they said it will be given back to me after the fault is fixed. My issue is that I want my broadband fixed. I can’t believe it will take this long to fix. The isp are saying it is not their fault as it is who supplies the infostructure
Aparantley my isp says Vodafone is very slow in responding to network outages. Which doesn’t help me. The fact now Vodafone are outside the SLA means I am hoping it will be resolved today |
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By *amissCouple
over a year ago
chelmsford |
"Sounds like you should be getting compensation, as you do when your telephone line is out of action.
Yep they said it will be given back to me after the fault is fixed. My issue is that I want my broadband fixed. I can’t believe it will take this long to fix. The isp are saying it is not their fault as it is who supplies the infostructure
Aparantley my isp says Vodafone is very slow in responding to network outages. Which doesn’t help me. The fact now Vodafone are outside the SLA means I am hoping it will be resolved today "
Gosh, I hope so, not good! |
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By *ikeC81 OP Man
over a year ago
harrow |
"Sounds like you should be getting compensation, as you do when your telephone line is out of action.
Yep they said it will be given back to me after the fault is fixed. My issue is that I want my broadband fixed. I can’t believe it will take this long to fix. The isp are saying it is not their fault as it is who supplies the infostructure
Aparantley my isp says Vodafone is very slow in responding to network outages. Which doesn’t help me. The fact now Vodafone are outside the SLA means I am hoping it will be resolved today
Gosh, I hope so, not good!"
Well it appears that Vodafone can’t get their head out their ass to get this resolved. I have written a direct letter to the managing directors office explaining this issue and stating that my isp is in breach of contract and I am looking at my legal options. Let’s play ball now!!!!
I will not be shat on by anyone. My isp is blaming Vodafone and I am stuck waiting for someone to sort a relatively simple issue out. Overnight it will be 7 days without support and that is not good. Let’s see how this goes |
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By *ikeC81 OP Man
over a year ago
harrow |
Finally - my broadband supplier has got hold of someone at Vodafone and explained the urgency of getting this resolved. They admitted it was a problem and they are working to resolve. The said it could be resolved overnight if they could fix it. If not it might require someone to go to the exchange!!!!
I could have told them this a week ago |
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By *amissCouple
over a year ago
chelmsford |
"Finally - my broadband supplier has got hold of someone at Vodafone and explained the urgency of getting this resolved. They admitted it was a problem and they are working to resolve. The said it could be resolved overnight if they could fix it. If not it might require someone to go to the exchange!!!!
I could have told them this a week ago "
Tut...knobs!... |
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By *ikeC81 OP Man
over a year ago
harrow |
"Finally - my broadband supplier has got hold of someone at Vodafone and explained the urgency of getting this resolved. They admitted it was a problem and they are working to resolve. The said it could be resolved overnight if they could fix it. If not it might require someone to go to the exchange!!!!
I could have told them this a week ago
Tut...knobs!... "
The problem is the team in India clearly doesn’t want to deal with it - by openreach are blaming them. I sent a email to the managing director today so let’s see how well that is dealt with |
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By *ikeC81 OP Man
over a year ago
harrow |
Day 7 and still no broadband!!!
I can’t belive it takes companies this long to resolve. They are clearly in breach of SLA, both my own isp and the infrastructure team. However getting the teams to talk to each other to resolve is a fucking joke |
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By (user no longer on site)
over a year ago
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"Day 7 and still no broadband!!!
I can’t belive it takes companies this long to resolve. They are clearly in breach of SLA, both my own isp and the infrastructure team. However getting the teams to talk to each other to resolve is a fucking joke "
They would have been history by now, after a couple of days that would have been it. |
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By *ikeC81 OP Man
over a year ago
harrow |
Well I spoke with the broadband supplier this morning
It appears that that server cannot be accessed remotely so openreach is going to the exchange to resolve today.
That normally means it’s should be fixed in the next day or so.
The problem was that the notes hadn’t been updated by the infrastructure company. Now they have been updated.
It shows lack of communication makes pissed of mike |
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By *ikeC81 OP Man
over a year ago
harrow |
"Day 7 and still no broadband!!!
I can’t belive it takes companies this long to resolve. They are clearly in breach of SLA, both my own isp and the infrastructure team. However getting the teams to talk to each other to resolve is a fucking joke
They would have been history by now, after a couple of days that would have been it."
Ohhhh I made it very clear that I wasn’t happy   |
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