Its contention at the exchange, so...
1. Can this be fixed?
2. If so, how long does it take?
3. How many phone calls will I need to make?
4. Will I need to contact ofcom?
4. How many tests will I have to run?
5. Will I have to install dodgey third party apps to run these tests?
6. Will it happen again?
I pay my provider (zen) money for line rent, calls and Internet, so its their responsibility to take care of everything up to the master socket, these providers have too many cracks to hide in and like to make us waste time by jumping though pointless hoops while they pocket the money from having more customers sharing bandwidth.
1 - It depends what's wrong. It might be as simple as a faulty cable or a tree fouling the OHLE.
2 - Depends what the fault is. It might take 1 min to fix, it might take 1 week or more.
3 - 1 initial call to TS otherwise, don't know - it depends if you follow the advice given here.
4 - No
5 - Only if you class Java as one of those '3rd party dodgy apps'
6 - Maybe - it depends what's wrong.
In all the time its taken you in talking about the fault you could of run the tests and people could be on there way to helping you.
Either do what's required & call Zen TS today (they are open) and raise a fault at least, or contact CS Monday and get your MAC and try find another provider who will give you this golden end to end service you think your entitled to.. Just because you pay your line rent etc to Zen there are still things expected of the EU - the speed test is one of them.
I pay my electric bill to Southern but if I get an outage on the CP side of the connection its down to me to check my own fuses/breakers and not call Southern.
If I suffer an outage from the street I then raise that fault with UK Power Networks (as was EDF) and raise the fault with them (Even though I pay someone else) they they deal with the backhaul/street/distribution systems They come along and fix it, or provide a temp supply (in some special cases)
There are lots of people involved in xDSL delivery - BTWS, BTOR and the ISP each has there own layers to get through - but as an EU you only ever deal directly with your ISP. You do what they ask/expect/say and you get the fault progressed) You don't do what they ask/say/expect they *might* send an engineer at *your* cost and this could be anything from £135+ for a visit.
Also remember it's BT who run the bandwith in the exchange and backhaul cloud they may have oversubscribed links which will hurt everyone on a given node/MSAN/DSLAM/exchange.
There is only so far one can go in offering helpful assistence...
Edited by IamQ (Sat 14-May-11 16:07:07)