Extremely frustrating experience
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- Re: Extremely frustrating experience
Extremely frustrating experience
15-09-2008 11:09 AM
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I ran a BT speed test and got the following results:
Your DSL connection rate: 640 kbps(DOWN-STREAM), 96 kbps(UP-STREAM)
IP profile for your line is - 750 kbps
Actual IP throughput achieved during the test was - 529 kbps
I am paying for the top-rated option 3 8 Meg package, which should give me 8000 kbps. I'd be happy with half that.
When I report this by submitting a ticket, they just say I have to run 3 speed tests, between midnight and 7am, before they will even look at the problem. So I have to stay up half the night doing this. With broadband faults, they make it that you have to put in so much effort and legwork before anyone will do anything, that it's extremely tiresome.
The condition of my exchange has been 'red' for the past 4 months. No-one seems to take responsibility for this, and PlusNet just blame it on BT. OK, so it is BT's responsibility. I get that. But there is no way provided for me to complain to them. The situation seems to be that no-one is accountable.
Very grumpy
Re: Extremely frustrating experience
15-09-2008 11:16 AM
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Sorry to hear you are having speed problems with your line, the fact an agent has asked you for 3 speed tests is that BT will not accept any speed fault from us, until you have tested your line under these conditions to ensure nothing else could be effecting your speed. If you can provide these speed results to us on the ticket you have raised, then we can raise BT a fault where they can look into your exchange issues.
If you wish to complain to BT directly then you could always check www.btwholesale.com for contact details.
Re: Extremely frustrating experience
15-09-2008 11:20 AM
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Thanks for your time just now.
As I mentioned, I can see that your connection is dropping heavily and that will be the reason for your speed being poor. If you could try some of those checks that I suggested, I'd be very grateful and we'll be able to pick things up from there.
Re: Extremely frustrating experience
15-09-2008 11:27 AM
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Quote from: thesheep I am paying for the top-rated option 3 8 Meg package, which should give me 8000 kbps. I'd be happy with half that.
I'd be delighted with half that too. However it's not an 8 Mb/s service, it's an "up to 8 Mb/s" service. I get about 1.6 to 1.7 Mb/s when everything is working well.
Not that I'm saying you don't have a problem, from what you say something is very wrong with your connection.
Re: Extremely frustrating experience
15-09-2008 11:47 AM
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I've plugged directly into the master socket and am using a different filter now. So I'll see how it goes over the next day or two.
Re: Extremely frustrating experience
15-09-2008 4:16 PM
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I've used 3 different computers, a different filter and plugging directly into the BT master socket. I usually use Wi-fi for all our computers, but I have tried plugging in directly with a network cable as well.
I haven't tried a different ADSL modem/router, as I only have one. This is a Netgear DG834 model, and has been very reliable so far. It seems very unlikely to me that this would have an intermittent fault like this, and it seems much more likely to be something with the line. However, of course I can't prove that.
What should the next move be?
Re: Extremely frustrating experience
15-09-2008 4:22 PM
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Is there anyone you could try borrowing a modem/router from for a few hours? As unlikely as it might sound, hardware failure is a common reason for service deterioration.
If you can't borrow one, we'll be happy to send you a loan one to test with. If that doesn't help, we'll raise the fault with BT and it would be very likely that that would lead to an engineer visit.
Re: Extremely frustrating experience
15-09-2008 5:14 PM
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Thanks.
Re: Extremely frustrating experience
16-09-2008 11:14 AM
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Re: Extremely frustrating experience
16-09-2008 11:38 AM
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Re: Extremely frustrating experience
16-09-2008 12:40 PM
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Anyway, so I'm back to needing you to send out a modem please...
Re: Extremely frustrating experience
16-09-2008 12:56 PM
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I've asked one of the Faults guys to get one sent out.
Should be with you in 2-3 days.
Re: Extremely frustrating experience
16-09-2008 5:28 PM
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Quote from: Dan .. BT will not accept any speed fault from us ... then we can raise BT a fault where they can look into your exchange issues.
Afraid Dan has shown his knowledge and ability to read is no better than the CSC staff.
This is not an exchange congestion issue, it is a ADSL synchronisation issue, these are very different beasts.
I am playing the same ticket tennis game with CSC on the same type of problem. I am not making any more referrals just now, will see how my parents TalkTalk connection is when I get them connected in a few weeks time.
SW.
3Mb FTTC
https://portal.plus.net/my.html?action=data_transfer_speed
Re: Extremely frustrating experience
22-09-2008 12:45 PM
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I'm sorry to see that the new router didn't help at all.
We've recently got back to you asking for some engineer visit times, could you possibly let us know when you'll be free?
Re: Extremely frustrating experience
26-09-2008 4:20 PM
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For the past 3 days the dropping connection seems to have been far less frequent than it was last week. It will run for an hour or more now without dropping. But I notice that the IP profile reduced from 1500k to 1000k over last night, so I guess it is still dropping enough to cause that.
Anyway, so right now I have a DSL connection rate of 7616k (which is great!) and an actual throughput of only 892k (which is terrible) due to the IP profile of 1000k. I guess the challenge is to stop it dropping so that the IP profile can increase again...
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