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Standard User MikeVybiral
(newbie) Sun 31-Aug-14 23:05:30
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BT Traffic Management Policy (Don't believe it!)


[link to this post]
 
BT makes a big play of its traffic management policy i.e. 'no speed restrictions at all' (see below) but don't believe it. After much time-wasting investigation (including hours of my time, at least 90 minutes on the phone, BT technical support taking control of my PC etc) by chance I found an IP Profile of 2Mb/s applied to my connection, i.e. about 1.7Mb/s in practice. When confronted BT apologised and restored the line to its normal about 7Mb/s within 24hrs. I'm still waiting for an explanation. Compensation of £8 has been offered!
Any advice? Is this deceit widespread or am I just unlucky?

"BT is very proud to say that none of our broadband packages have any speed restrictions at all. This even includes our older broadband packages which may have had speed restrictions in the past. So, if you're on any of our packages, you don't need to worry about us slowing you down, no matter how much you upload or download, even at peak times."
Standard User jcym
(fountain of knowledge) Mon 01-Sep-14 00:39:28
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Re: BT Traffic Management Policy (Don't believe it!)


[re: MikeVybiral] [link to this post]
 
More likely either their systems just screwed up and put you on a 2 Mbps profile or something like a bad burst of noise on your connection caused a large number of disconnects and knocked your profile right down. I know a number of people who have suffered either of the above.

As far as I am aware the only thing resembling traffic management BT does use, is QoS.if you have their online TV services. I.e. they reserve a certain amount of your bandwidth for the TV service when it is in use so as to give a seamless TV service. 2 Mbps or so IIRC.

BTW, there is no magic to finding out your profile. Just go to http://speedtest.btwholesale.com/ and after the initial speed test has run, click Advanced test.Though it can take a few attempts for it to go through. Part of the results will be your present profile.
Standard User RobertoS
(elder) Mon 01-Sep-14 00:47:08
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Re: BT Traffic Management Policy (Don't believe it!)


[re: jcym] [link to this post]
 
Further diagnostics smile.

My broadband basic info/help site - www.robertos.me.uk | Domains,site and mail hosting - Tsohost.
Connection - Plusnet UnLim Fibre (FTTC). Sync ~ 56.6/14.1Mbps @ 600m. - BQM

"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Allergy information: This post was manufactured in an environment where nuts are present. It may include traces of understatement, litotes and humour.


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Standard User jcym
(fountain of knowledge) Mon 01-Sep-14 01:13:43
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Re: BT Traffic Management Policy (Don't believe it!)


[re: RobertoS] [link to this post]
 
Cheers Robert, that's the one, I couldn't remember the actual term off hand and couldn't be bothered to waste time running the test as BT access is slow enough at the best of times and life's just too short smile.
Standard User JimKirk363
(fountain of knowledge) Mon 01-Sep-14 02:44:54
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Re: BT Traffic Management Policy (Don't believe it!)


[re: MikeVybiral] [link to this post]
 
AOL UK used to do this before being sold off to Carphone warehouse.

They stated no restrictions yet friends of mine always stated if they had downloaded over 40gb in a month their line was restricted to 2mb for the rest of the month.

AMD FX-8320 X8, MSI 990FXA-GD80, 16GB DDR 3 Cosair Vengence 1600Mhz, 9351.1GB Hard Disk Space, 1GB ATI 260x OC PCI-E 16x Graphics, 850watt PSU.

Ex AOL Dialup 56k Customer....
Ex Freedom2Surf 512k and Ex Eclipse Internet 2mb Customer.

Virgin Media 152mb Cable.

Virgin Media R EVIL!!!
http://www.speedtest.net/my-result/3385183799
Administrator MrSaffron
(staff) Mon 01-Sep-14 09:12:42
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Re: BT Traffic Management Policy (Don't believe it!)


[re: JimKirk363] [link to this post]
 
Not the same scenario at all.

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User MikeVybiral
(newbie) Mon 01-Sep-14 09:57:54
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Re: BT Traffic Management Policy (Don't believe it!)


[re: jcym] [link to this post]
 
Thanks for comment(s).
From my point of view it's curious that in 90 minutes on the phone to a BT technical support person the IP Profile was not mentioned. In fact the guy insisted the problem was to do with poorly configured wifi, which he had corrected. This even though wifi had been switched off.
It was only later when I clicked 'further info' on the speedtest page the technician had left on screen that I found the IP Profile setting.
Standard User StephenTodd
(experienced) Mon 01-Sep-14 10:21:45
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Re: BT Traffic Management Policy (Don't believe it!)


[re: MikeVybiral] [link to this post]
 
Not nefarious ... I am pretty sure you can put it down to a combination of an overly complex and baroque server infrastructure managing BT's broadband, and incompetence on the part of their staff. With quite a few people on nearly 80Mbps connections hammering their BT broadband as hard as they can, anything BT could gain from cutting your connection from 7Mbps to 2Mps, or even systematically cutting such connections, would be insignificant to them.

I hope they didn't expect payment for that example of BT technical support.

--
BT Infinity 2, thinking of moving to PlusNet
Standard User jcym
(fountain of knowledge) Mon 01-Sep-14 13:49:37
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Re: BT Traffic Management Policy (Don't believe it!)


[re: MikeVybiral] [link to this post]
 
The problem is that often they will take your profile, if they are competent enough to even check it or to think of checking in the first place, as gospel. Thus if there is a problem it is automatically assumed that it must be your end unless you persist and have some idea what you are talking about. If you are unlucky enough to get such a rep, who obviously doesn't have a clue, then you can hear all kinds of waffle given as an excuse just to get rid of you.

But it is actually a combination of BT's system screwing up (or possibly a short term sever noise issue causing your profile to crash) and the incompetence of the reps rather than an actual deliberate attempt by BT to manage your speed.

For as Stephen above said, what would it gain them to knock 5 Mbps off you when it is people like me able to hammer the connection at 76/19 24/7 that would be the real issue if capacity was the problem. For fair play to BT, whatever other problems I have had with them in the past year or so, now hopefully fixed once and for all, I have only ever seen minimal contention issues on a very few occasions and usually mainly on the upload side. And I would notice as I use my connection a great deal taking full advantage of the upload and download speed available to me.
Standard User sweepdog
(committed) Mon 01-Sep-14 18:36:23
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Re: BT Traffic Management Policy (Don't believe it!)


[re: MikeVybiral] [link to this post]
 
In reply to a post by MikeVybiral:
Thanks for comment(s).
From my point of view it's curious that in 90 minutes on the phone to a BT technical support person the IP Profile was not mentioned. In fact the guy insisted the problem was to do with poorly configured wifi, which he had corrected. This even though wifi had been switched off.
It was only later when I clicked 'further info' on the speedtest page the technician had left on screen that I found the IP Profile setting.
Is it normal for BT to insist on taking remote control of your machine when they look at issues? They insisted on doing this when I couldn't work out how to set up an email address for my outgoing SMTP address (obviously the menu options for him were slightly different to me and insisted on having remote control access so he could set it up, which I politely declined once I saw the panel on the "my BT" page laugh). I fear they may want to do this on my computer when they come to look at the speed of my line issue, which is clearly a configuration setting at their end not mine, so I want to tell them to do one if I can laugh

--
BT Infinity 2 ordered, currently profiled at Infinity 1 though?!?
Ex Sky DOWN: 6.9MB UP: 0.65MB
Standard User jcym
(fountain of knowledge) Mon 01-Sep-14 20:22:34
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Re: BT Traffic Management Policy (Don't believe it!)


[re: sweepdog] [link to this post]
 
Do you mean to tweak your PC's settings or your router's, as they have management access to your HH router as it is. Though I don;t know if they have admin access without you letting them in or not and that he was just asking because it is normal to ask and give the user the option to decline. I don't use the HH, preferring my own, so haven't looked at the HH in any depth so don't know how much control they have of it remotely. But normally, insisting would be a no no, but asking.to help out via remote desktop or similar is not that unusual for help desk staff and. I do it for non-techy friends every now and then for something that is just easier and quicker to do than to explain how.
Standard User Kronos2001
(fountain of knowledge) Mon 01-Sep-14 21:13:30
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Re: BT Traffic Management Policy (Don't believe it!)


[re: jcym] [link to this post]
 
As far as I'm aware their control of the HH is complete. Certainly a lot more than the customer using it. Anything that can be done in a CWMP session and possibly some extras beside. http://en.wikipedia.org/wiki/TR-069 looks like a good enough place to read. You should definitely recognise some of the acronyms from the HH event log.
Administrator MrSaffron
(staff) Mon 01-Sep-14 21:43:03
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Re: BT Traffic Management Policy (Don't believe it!)


[re: Kronos2001] [link to this post]
 
Believe they were referring to remote desktop to the PC via the BT Helpdesk software.

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User sweepdog
(committed) Tue 02-Sep-14 00:16:02
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Re: BT Traffic Management Policy (Don't believe it!)


[re: jcym] [link to this post]
 
In reply to a post by jcym:
Do you mean to tweak your PC's settings or your router's, as they have management access to your HH router as it is. Though I don;t know if they have admin access without you letting them in or not and that he was just asking because it is normal to ask and give the user the option to decline. I don't use the HH, preferring my own, so haven't looked at the HH in any depth so don't know how much control they have of it remotely. But normally, insisting would be a no no, but asking.to help out via remote desktop or similar is not that unusual for help desk staff and. I do it for non-techy friends every now and then for something that is just easier and quicker to do than to explain how.
yeah friends and family is OK. The guy on the chat window the other day definitely wanted to get me to install some software, answer yes to all the questions, so that he could fill in a form on my web browser

I am also guessing they remoted in to MikeVybiral's machine when he said this above
"It was only later when I clicked 'further info' on the speedtest page the technician had left on screen that I found the IP Profile setting. "

--
BT Infinity 2 installed 30.08.14 - currently profiled at Infinity 1 +10% though?!?
Ex O2 LLU/Sky

Edited by sweepdog (Tue 02-Sep-14 00:20:45)

Standard User jcym
(fountain of knowledge) Tue 02-Sep-14 10:03:35
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Re: BT Traffic Management Policy (Don't believe it!)


[re: sweepdog] [link to this post]
 
That was possibly the Desktop Help software available on your main account page

http://bt.custhelp.com/app/answers/detail/a_id/12941...

I haven't bothered with it myself as I have some idea what I am doing, well I like to think so anyway smile, but others I know who are not so techy have found it useful in some instances and have saved them having to contact support for minor issues.
Standard User StephenTodd
(experienced) Tue 02-Sep-14 10:10:02
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Re: BT Traffic Management Policy (Don't believe it!)


[re: jcym] [link to this post]
 
I think that jcym's comment is the fist time I have seen any suggestion of Desktop Help ever being useful to anyone.

--
BT Infinity 2, moving to PlusNet (26th Sept if all goes well)
Standard User jcym
(fountain of knowledge) Tue 02-Sep-14 16:05:41
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Re: BT Traffic Management Policy (Don't believe it!)


[re: StephenTodd] [link to this post]
 
Anything which can save you having to contact BT support has got to be a bonus smile. From my experiences over the last year I would prefer having teeth pulled than dealing with BT support, especially heir telephone support as it genuinely is the worst I personally have ever dealt with.
Standard User sweepdog
(committed) Tue 02-Sep-14 17:25:20
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Re: BT Traffic Management Policy (Don't believe it!)


[re: jcym] [link to this post]
 
In reply to a post by jcym:
That was possibly the Desktop Help software available on your main account page

http://bt.custhelp.com/app/answers/detail/a_id/12941...

I haven't bothered with it myself as I have some idea what I am doing, well I like to think so anyway smile, but others I know who are not so techy have found it useful in some instances and have saved them having to contact support for minor issues.
Is that something an engineer could activate remotely, and leave on your screen?
I think there was a later reference to "further diagnostics", which is the btwholesale page

--
BT Infinity 2 installed 30.08.14 - currently profiled at Infinity 1 +10% though?!?
Ex O2 LLU/Sky
Standard User jcym
(fountain of knowledge) Tue 02-Sep-14 18:09:57
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Re: BT Traffic Management Policy (Don't believe it!)


[re: sweepdog] [link to this post]
 
I'm not sure whether an engineer can activate it without your permission and I can't be bothered to install it to see if runs on startup making that possible. Otherwise if it is a case of only running it when asked by support only then would I expect them to have access. Though of course as I don;t use it and have no intention of installing it to see, I am only speculating. Plus, I noticed on a FAQ page earlier that the software can alert you about real time problems it sees or suspects developing, suggesting it is meant to be left running in the background.

Also, MikeVybiral mentions the support person actually taking control of his PC. Logically he then used MikeVybiral own browser to access the BT wholesale speed test. Then when he left the browser page open when he had finished, MikeVybiral clicked the further diagnostics button/more info button. Also, I don't know whether MikeVybiral used the desktop help software but ASIUI it does includes the ability to allow support staff to remote in to one's PC to carry out diagnostics or to help tweaking or setting things up, e.g. email settings and the like.

Which is what I expect he wanted to do with you and your email problem and the 'insist' bit is possibly a matter of interpretation of the words used.

Edited by jcym (Tue 02-Sep-14 18:10:31)

Standard User Kronos2001
(fountain of knowledge) Thu 04-Sep-14 01:52:41
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Re: BT Traffic Management Policy (Don't believe it!)


[re: MrSaffron] [link to this post]
 
Well the bit I was responding to was this bit...
I don't use the HH, preferring my own, so haven't looked at the HH in any depth so don't know how much control they have of it remotely.
. That definitely reads as referring to the Home Hub to me.
Standard User jcym
(fountain of knowledge) Thu 04-Sep-14 05:24:33
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Re: BT Traffic Management Policy (Don't believe it!)


[re: Kronos2001] [link to this post]
 
I had assumed you were responding to me regarding my ignorance concerning the level of control they had. Can't say I'm surprised, yet another reason I like having my own separate router plugged into the EC1 smile.
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