User comments on ISPs
  >> BT Broadband


Register (or login) on our website and you will not see this ad.


  Print Thread
Standard User dmk001
(newbie) Wed 04-Sep-13 22:54:09
Print Post

Is this acceptable?


[link to this post]
 
Firstly before joining BT I was promised Annex M if I moved to BT business so thinking that I would get Annex M I moved however that wasn't the case. I phoned up to get it enabled and was told that I would have to move to another ISP to get Annex M as BT didn't offer it on any packages so I was lied to by a BT employee before even joining, already off to a great start!

Here you will see the BT employee telling me I can get Annex M if I move to business:

IMAGE

Also it is impossible to play xbox during peak times because of the amount of packet loss that I get between 8pm-12am. Download speeds plummet to about 2meg during these times before rising back up to 16meg as you will see:

http://www.thinkbroadband.com/speedtest/results.html...

Here's the packet loss:
Ping statistics for 212.58.251.195:
Packets: Sent = 100, Received = 83, Lost = 17 (17% loss),
Approximate round trip times in milli-seconds:
Minimum = 14ms, Maximum = 3198ms, Average = 45ms


and my line stats showing a sync of nearly 19meg

adsl: ADSL driver and PHY status
Status: Showtime
Retrain Reason: 0
Max: Upstream rate = 18645 Kbps, Downstream rate = 21216 Kbps
Path: 0, Upstream rate = 1064 Kbps, Downstream rate = 18823 Kbps

Link Power State: L0
Mode: ADSL2+
TPS-TC: ATM Mode
Trellis: U:ON /D:ON
Line Status: No Defect
Training Status: Showtime
Down Up
SNR (dB): 2.8 5.1
Attn(dB): 26.0 13.7
Pwr(dBm): 18.6 12.4
ADSL2 framing
MSGc: 51 14
B: 223 133
M: 1 1
T: 3 1
R: 0 0
S: 0.3802 4.0000
L: 4713 268
D: 1 1
Counters
SF: 1183697 123190
SFErr: 1318 1
RS: 0 0
RSCorr: 0 0
RSUnCorr: 0 0

HEC: 701 0
OCD: 66 0
LCD: 0 0
Total Cells: 854206331 48278997
Data Cells: 22894325 6140196
Drop Cells: 6030
Bit Errors: 0 34

ES: 9361 1
SES: 302 0
UAS: 39 39
AS: 19241

INP: 0.00 0.00
PER: 16.25 20.00
delay: 0.09 1.00
OR: 28.05 8.00

Bitswap: 3686 62

Since Link time = 4 days 8 hours 41 min 19 sec
FEC: 0 0
CRC: 4318 1
ES: 1782 1
SES: 26 0
UAS: 0 0
LOS: 0 0
LOF: 0 0


Don't think this is really acceptable considering I was lied to before signing up and service has been terrible since joining a couple of months ago. I want to leave but will I be charge for ending the contract early as I was lied to and the service is terrible I feel that this is a mistake on BT's behalf and I shouldn't have to pay for that?

All the test were ran wired with just the PC connected to the router.

Also I've tried contacting BT on their forums but it seems my post just gets ignored by the moderators.
Administrator MrSaffron
(staff) Wed 04-Sep-13 23:02:34
Print Post

Re: Is this acceptable?


[re: dmk001] [link to this post]
 
A good chance errors and packet loss will vanish if target noise margin was raised to 6db and drop a meg or so of speed.

On the annex m, never seen it on a bt retail based connection.

Andrew Ferguson, andrew@thinkbroadband.com
www.thinkbroadband.com - formerly known as ADSLguide.org.uk
The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Administrator MrSaffron
(staff) Wed 04-Sep-13 23:03:52
Print Post

Re: Is this acceptable?


[re: dmk001] [link to this post]
 
On charging you side unless you get agreement they will want paying. So will have to follow official dispute paths

Andrew Ferguson, andrew@thinkbroadband.com
www.thinkbroadband.com - formerly known as ADSLguide.org.uk
The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.


Register (or login) on our website and you will not see this ad.

Standard User dmk001
(newbie) Wed 04-Sep-13 23:34:15
Print Post

Re: Is this acceptable?


[re: MrSaffron] [link to this post]
 
Just manually dropped my SNR to 6dB

Max: Upstream rate = 19408 Kbps, Downstream rate = 19920 Kbps
Path: 0, Upstream rate = 1052 Kbps, Downstream rate = 16675 Kbps

Link Power State: L0
Mode: ADSL2+
TPS-TC: ATM Mode
Trellis: U: ON /D: ON
Line Status: No Defect
Training Status: Showtime
Down Up
SNR (dB): 6.3 5.8
Attn(dB): 25.5 13.1
Pwr(dBm): 21.1 12.2
ADSL2 framing
MSGc: 60 14
B: 254 119
M: 1 1
T: 2 1
R: 0 0
S: 0.4883 4.0000
L: 4177 240
D: 1 1
Counters
SF: 38957 31375
SFErr: 5 52
RS: 0 0
RSCorr: 0 0
RSUnCorr: 0 0

HEC: 4 33
OCD: 2 0
LCD: 0 0
Total Cells: 24678769 1403274
Data Cells: 6187239 296885
Drop Cells: 1168
Bit Errors: 0 3118

ES: 71681 16015
SES: 7653 6
UAS: 457 457
AS: 628

INP: 0.00 0.00
PER: 16.11 20.00
delay: 0.12 1.00
OR: 32.76 8.00

Bitswap: 42 15

Since Link time = 10 min 27 sec
FEC: 0 0
CRC: 5 52
ES: 4 50
SES: 0 0
UAS: 0 0
LOS: 0 0
LOF: 0 0


Still getting the same speeds

http://www.thinkbroadband.com/speedtest/results.html...

http://www.speedtest.net/result/2945404550.png

Never had any problems on my line when I was on BE this has only occurred when I moved to BT
Standard User XRaySpeX
(eat-sleep-adslguide) Wed 04-Sep-13 23:54:19
Print Post

Re: Is this acceptable?


[re: dmk001] [link to this post]
 
ES extremely high; 1 every 2 secs. Would expect no more than 1 every min on Fast Path.

Suggest reboot router, to zeroise error counts, and keep an eye on them while NM = 6dB.

1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC
Standard User ukhardy07
(fountain of knowledge) Thu 05-Sep-13 00:29:10
Print Post

Re: Is this acceptable?


[re: dmk001] [link to this post]
 
If you do contest it make sure it's through official channels and pay the bills. It's not worth damaging your credit by just cutting off a provider or whatever. If you miss 3 consecutive months of payments it becomes hard getting finance such as a credit card, loan, phone contract etc. Just a word of warning.

In your position I would write into BT and also speak with them on the telephone. I would raise an official complaint as the product was clearly mis-sold. BT cannot go about their business lying to make you a customer and eventually I think BT will surrender and allow you to break the contract freely. It will definitely be a challenge to get there however do not surrender and complain to an ombudsman if necessary.

I have found that when I'm about to give up and seem to be getting absolutely nowhere, sending that last letter even when I was going to give up & just keeping going a little bit longer eventually makes the company relent.

As an easier alternative you can deal with it however the speeds are pretty poor.

You can tackle this with a two pronged approach.
1stly it was mis sold to you
2ndly the speeds attained on an evening are significantly below the estimated speeds.
Standard User johnjburness
(eat-sleep-adslguide) Thu 05-Sep-13 05:18:12
Print Post

Re: Is this acceptable?


[re: dmk001] [link to this post]
 
I can fully sympathise with your annoyance/frustration about being mis-informed.

However, I note that your "evidence" is dated April 2013.

Obviously I do not know any of the other conversations that you may have held but, on face value, you appeared to have accepted the Contract based on the fact that you were NOT getting Annex M. If you were not prepared to accept a non-Annex M service you should have rejected it at the time, not over 4 months later.

My own opinion is that you should make your complaints based on the poor performance/service that you are getting & AVOID confusing your case by mentioning the Annex M situation.

NB:- I'm NOT a Lawyer & the above is simply my opinion based on experience.

Regards,
John
Standard User dmk001
(newbie) Wed 18-Sep-13 22:54:16
Print Post

Re: Is this acceptable?


[re: dmk001] [link to this post]
 
BT released me from my contract on Monday and I moved to Aquiss, speeds are much better!

http://www.thinkbroadband.com/speedtest/results.html...
Standard User aquiss
(fountain of knowledge) Fri 20-Sep-13 14:45:44
Print Post

Re: Is this acceptable?


[re: dmk001] [link to this post]
 
That's what I like to see smile

Martin Pitt
Aquiss Limited
http://www.aquiss.net

Unlimited Family Broadband Packages : http://www.aquiss.net/broadband-unlimited.php
  Print Thread

Jump to