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Do Customer suport have an idea what they are doing?
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Do Customer suport have an idea what they are doing?
19-10-2009 12:16 AM
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My line speed had been 11000 for months utill a blip in sync speed on 2nd Sept when it dropped to 10000. After a reboot my sync speed went back to 12907 but after over a thousand hours the line speed did not get updated. On the 7th Oct I had another re sync when the speed climbed to 13408 but still the line speed remained at 10000 so me liking things to work as they should I raised a ticket ID 30383431.
Then the ticket tennis started. First reply was run the fault checker test which I did. That resulted in me being told it was all due to a high number of reconnects and a lecture on the DLM and would I run the fault checker that I had already run. There had not been a high number of reconnects unless you call over a 1000 hours and 280 over a month a high number.
The next ticket tells me I'm on a banded profile of 10 meg because my line in unstable due to some reconnection on the 7th as far as I know there was one when my sync speed jumped from 12907 to 13408 hardly the sign of an unstable connection.
That was followed by a phone call telling me that this is how the system works and I do not have a fault The ticket was updated to say that if I re synced at a higher rate my line speed may get updated. Three tickets all giving a a different reply.
I know ADSL2+ is not perfecr but I can't believe a sync period of over 1000 and 280 hours could be classed as unstable or a line speed of 10000 can be correct for a synce speed of 13408. That's loosing a quarter of my sync speed
The last time my BT profile got stuck I mentione in the forum and it was fixed in a couple of hours.
I can see now why C/S satifaction is dropping in the polls.
Then the ticket tennis started. First reply was run the fault checker test which I did. That resulted in me being told it was all due to a high number of reconnects and a lecture on the DLM and would I run the fault checker that I had already run. There had not been a high number of reconnects unless you call over a 1000 hours and 280 over a month a high number.
The next ticket tells me I'm on a banded profile of 10 meg because my line in unstable due to some reconnection on the 7th as far as I know there was one when my sync speed jumped from 12907 to 13408 hardly the sign of an unstable connection.
That was followed by a phone call telling me that this is how the system works and I do not have a fault The ticket was updated to say that if I re synced at a higher rate my line speed may get updated. Three tickets all giving a a different reply.
I know ADSL2+ is not perfecr but I can't believe a sync period of over 1000 and 280 hours could be classed as unstable or a line speed of 10000 can be correct for a synce speed of 13408. That's loosing a quarter of my sync speed
The last time my BT profile got stuck I mentione in the forum and it was fixed in a couple of hours.
I can see now why C/S satifaction is dropping in the polls.
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Re: Do Customer suport have an idea what they are doing?
19-10-2009 9:30 AM
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Right, for starters, the line isn't banded.
I'm not sure whether it was at the time of the reply, although I suspect not and could have been some confusion between banded profiles and IP profiles - bear in mind a number of the CSC have just started to get access to the fault reporting systems on 21C. Not that that's an excuse though, and I'll have a chat with the guy that told you that your line was banded.
I'll pick up your complaint with BT Wholesale.
I'm not sure whether it was at the time of the reply, although I suspect not and could have been some confusion between banded profiles and IP profiles - bear in mind a number of the CSC have just started to get access to the fault reporting systems on 21C. Not that that's an excuse though, and I'll have a chat with the guy that told you that your line was banded.
I'll pick up your complaint with BT Wholesale.
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Re: Do Customer suport have an idea what they are doing?
19-10-2009 11:37 AM
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Thanks James. It really is a pain when customers have to raise problems on the forums to get them sorted out.
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