How Long To Get A BT Engineer Out ?

My business has recently had an ADSL MAX installed by AAISP. Despite syncing at 7Mbps, after 48 hours it is now at 144kbps with frequent disconnections.

I have replaced the filter, modem, changed the MTU, tried the

I dunno, but if you don't get a decent answer here I'd suggest using official channels. I'm pretty sure Totalcare is an option on A&A's packages but not standard on any.

#A&A on irc.nixhelp.org is frequented by staff and Adrian is usually around at some point over the weekends. You might have to wait for a while after asking the question before you get an answer... (just minimise the IRC client and check every few minutes/hours) Otherwise you can call them tomorrow morning.

The good news is the CQM + the tests you've done means A&A should already have all the info/evidence they need to send the fault to BT straight away.

I will raise a fault call first thing Monday since I cannot do it during non-office hours.

I suppose this is the price you pay for going with a smaller ISP - limited support.

Kind of. I think some of the bigger ISPs outsource support out of hours or have less cover so 24/7 support doesn't always mean faster fault resolution. Still, I suggest trying the IRC channel if you haven't already...

aaisp.net.uk/aa/aaisp/care.html has some of the info you were after.

Fault desk availability

We operate during office hours, and you can call 01344 400 999 Monday to Friday 9-5. Please do listen to the recorded message status on this line if there is one. In the event of any major outage this is updated with information as it happens.

We also have informal out of hours support with staff often available from as early as 8am and as late as 6pm. Staff will often monitor email, IRC, news, and SMS reports in the evenings and weekends, in their own time. Many faults can be rectified quickly even out of hours.

The faults telephone number also has an option for major outages, which pages staff even out of hours.

Standard Care

Normally, BT will try to rectify a fault we report within 40 hours, with many faults being fixed the same day. Some times BT have heavy load on their faults department and can take 2 days to fix a fault. We have a process to monitor the progress of faults and chase BT as necessary, escallating faults where they are delayed.

true if at weekend you have to wait but they are very good in getting engineer callouts, less runaround and more action.

How did it go?

Looks like BT fixed it today, no disconnections, low latency and the online graphs show a top end throughput of about 2Mbps (a bit better than 144kbps).

The fault hasn't been closed yet, so I hope BT don't go and screw it up.

AAISP have dealt with the fault very professionally - although I still think that some kind of Totalcare on the line should be in the price. Of course, that is if BT do Totalcare for PSTN lines?? - I only have it on ISDN 30's at work.