ISP want me to move

I've a long running problem with my BB connection, every time I get an incoming call the connection drops. We've had five BT Openreach engineers check it out with no success, lift and shifts at the exchange etc etc, still no joy. Now my ISP have told me they are no longer going to try and resolve the problem and want me to find another ISP!!
Will this make any difference? One of the BT guys suggested awhile back that it may be a problem in the way the account has been built and it's messing itself up, in which case moving to a new ISP may solve things - but I've really no idea.
What's my best course of action given that my current ISP don't want to know any more about it and I've given up trying to talk it out with them?

Please note, the engineers have all shown the same fault using their equipment with no other equipment plugged in and after extensive testing there is no fault showing on the line.

Who is your current ISP.. ?
What sort of line stats do you have also.. to give an idea of the options available..

It sounds like if your ISP wants to give up .. maybe it is time to move.
Just ask them for a refund for all the time the problems been there !

Regards PGre

Move to AAISP they will kick BT around until it gets fixed

Line stats as follows:

Mode: G.DMT
Type: Interleave
Line Coding: Trellis On
Status: No Defect

Downstream Upstream
Rate (Kbps): 6752 832

SNR Margin (dB): 8.0 9.0
Attenuation (dB): 35.0 19.5
Output Power (dBm): 12.8 19.8


Super Frames: 60769 60767
Super Frame Errors: 0 1
RS Words: 4132322 516519
RS Correctable Errors: 383 1
RS Uncorrectable Errors: 0 N/A

HEC Errors: 0 0
OCD Errors: 0 0
LCD Errors: 0 0
Total Cells: 16451743 0
Data Cells: 44157 0
Bit Errors: 0 0

Total ES: 0 0
Total SES: 0 0
Total UAS: 12 0

Current ISP Talk Talk (original ISP Lineone, then became Tiscali then became Talk Talk) and yes, my ISP want to give up but will that solve my problem?

Changing ISP probably won't solve the problem, though if you're with tiscali/talktalk there's the possibility that you're fully unbundled...and hence shifting your voice call provider back to BT exchange equipment might solve the problem.

If as you say, the ADSL drops on incoming voice call this should be very easy to demonstrate and hence test/fault find on. Your ADSL line stats don't look too bad to me so whilst I'm not ruling out a line fault, after 5 visits including presumably and E&D side swap as well as 'lift&shift', I'd consider it unlikely.

If your ISP wants you to move then I'd be inclined to take them up on the offer - I've now encountered two people here who've been on the receiving end of some mysterious problems and their ISP's said 'you're clearly unhappy, we've no idea what the problem is...move on please'. And changing ISP made no difference whatsoever!

Have you been able to demonstrate the problem to visiting BT OR engineers?

You've tried a different router? Different filters? In 'Test Socket'? Apologies you've prob done ALL that and more and answered it 100000 times!

Edited by kevindb (Sun 14-Mar-10 11:20:47)

In reply to a post by robert20:

Current ISP Talk Talk (original ISP Lineone, then became Tiscali then became Talk Talk) and yes, my ISP want to give up but will that solve my problem?

Sounds to me like a move to a good ISP could be a good idea.

Mind you, a good ISP will cost you a bit more



Line One:- Zen - DrayTek Vigor 2600VG
Line Two:- EntaNet - DrayTek Vigor 2600

In reply to a post by kevindb:

If you're with tiscali/talktalk there's the possibility that you're fully unbundled...
..... and hence shifting back to BT might solve the problem.

Good Point.



Line One:- Zen - DrayTek Vigor 2600VG
Line Two:- EntaNet - DrayTek Vigor 2600

Have you been able to demonstrate the problem to visiting BT OR engineers?

Yes, each of the five BT Openreach guys have produced the same fault using their own gear plugged in to the test socket.

If the BT engineers have eliminated a faulty modem/router, then it has to be a problem with the ISP equipment at the exchange.

Have you checked with neighbours using the same ISP as they should also suffer line drops when someone phones.

BT currently have an offer for new connections so you may want to consider this route.

In reply to a post by robert20:

Please note, the engineers have all shown the same fault using their equipment with no other equipment plugged in and after extensive testing there is no fault showing on the line.

You mean it happens when a BT modem is connected, and they are sure there isn't an HR fault on the line?

In case it becomes relevant, which exchange is it?

Bob's broadband basic info/help site:
www.robertos.me.uk (now hosted on Tsohost).
ISP history: Demon dialup >> Freeserve dialup >> BT Broadband >> Prodigynet >> Newnet >> O2 Standard.
Purple Cloud for domain, personal email and web space.

Edited by RobertoS (Sun 14-Mar-10 16:28:16)