BT Yahoos'

Having got fed up with Eclipse's version of what the internet should be, capped throttled, lots of packet drops and high latencies, I made my choice to jump from the frying pan into the fire....

My MAC code issued I moved from a 5M IP profile averaging 1.8Mbps towards the clutches of BT MAX Option 3, equipment turned up - and worked!! Line Synced at 6.5M..... but no broadband, somehow the order had become stuck with a systems issue however a very nice man called Jim helped me and eight hours later Jim called me and sure enough the router now had a 'Tinternet connection live with BT.

Modulation: G.992.1 annex A
Bandwidth (Up/Down) [kbps/kbps]: 448 / 6,528
Output Power (Up/Down) [dBm]: 11.5 / 19.5
Line Attenuation (Up/Down) [dB]: 23.0 / 41.0
SN Margin (Up/Down) [dB]: 25.0 / 15.0

I get myself ready for a few days of heavy sync-ing whilst the line finds it's optimum speeds... however to my suprise, not so - the line remains constant.

Cool! - two days later I proceed to try and order BT Vision - denied! The FTR on my line is set at 483k.... odd I think two days in a solid line and a poor.

So I start seeking support..... and after a few calls to some very polite people in India, I'm advised that it will all be resolved in seven days (yes the B/S detectors were flashing - but hey give them a reasonable chance to fix the systems issues)

So the time came - more calls to polite but ineffective people in India, and I'm told that there is nothing that they can do until the end of the optimisation process.... (B/S detectors going off again....)

Sure enough, I try BT Vision ordering again.... you guessed it - the FTR is set at 483k and now I'm stuck trying to find the people who have the ability to get RAMBO optimising.

I've had broadband for about five years, BT installed it on a 2M service, PIPEX had it but had such a poor service and accounting is still causing problems, Eclipse got the MAX upgrade and the BT wiring faults resulting in the low FTR (now resolved, with rewring)

I now have a 5.5M IP profile and have two issues;
1) As my line speed is above the FTR the support desk can't/won't help me - and this goes for future faults, as my line hasn't been optimised yet I could also hope that the speed may increase futher assuming the target SNR is dropped.
2) BT Vision system checks your FTR to see if you line is capable of supporting the service, as mine is set at 483k I don't qualify...

- I am that person with you in the queue, if anyone has any advice as I sit here listening to the on-hold music, I'd be happy to hear it.

Best

/F

Call up Vision and ask for manager your sync is well above what you need for Vision.

I tried that, and explaining the the original BT exchange wiring fault 12 months ago drove down the MSR and FTR, however they can't get it fixed it needs to go to BT Broadband.

So an update - started at 9:00am this morning,
transfered to BT Vision sales, they tell me there was a problem with the MAC code, although they can now see that order management have updated the product codes yesterday - so they all agree I'm on BT MAX option 3

then to BT Vision technical support onwards to the suggested manager,they can't order a BT Visio box as the FTR is so low and they can't refer out to get the MSR re-run, which as I'm not a BT Vision customer.

then to BT Broadband, to a supervisior, who advises I could cancel and reorder the line!!, he realises that that would involve cost and legal contracts, so after 90 minutes its
then back to BT Vison helpdesk in the UK, trying to refer it to BT wholesale (who are not interested as there there isn't a fault as the line speed is greater than the FTR ... )

Okay so the BT Vision guys has an idea and trys to refer it to the back office support team, won't take it on as I'm not a BT Vision customer, he suggests that If I wait 48 hours the ticket will be escalated.

I explain that infact I've been promised call backs from BT Broadband, BT Vision, Order Management since the 19th May I'm spent the bext parts of three full days on the phone to BT at various times and I enquire what a further 48 hours will bring?

I'm now on hold with a BT Vision Product Specialist talking with "Sales" trying to get the Vision box ordered as they all agree my line sync at 6.5M is fine for the service...

Assuming this goes on then I've asked to have a escalation call with BT broadband so that they can explain why they haven't reported this as a fault yet..... albeit a systems fault :-)

Just as an explaination, for those that think I'm an understanding sort.

I work for a global carrier of the worlds T'internet - so empathy with systems and processes has carried BT this far - but no further.

If you have any further issues and they wont get it sorted out drop me a message and I will see what can be done!

Thanks for the reply again Paul,

My BT Vision install is now booked for the 18th June between 1-5pm, and I've paid my

Thats good to hear keep me posted.

Hi Paul and all,

This morning I stand with no call from a BT Broadband Product specialist as promised for last night and no sign that my line is undergoing the MSR process, I have the same stats and no disconnects.

Modulation: G.992.1 annex A
Bandwidth (Up/Down) [kbps/kbps]: 448 / 6,592
Data Transferred (Sent/Received) [MB/MB]: 18.38 / 160.27
Output Power (Up/Down) [dBm]: 11.5 / 19.5
Line Attenuation (Up/Down) [dB]: 23.0 / 41.0
SN Margin (Up/Down) [dB]: 25.0 / 16.0
Vendor ID (Local/Remote): TMMB / ALCB
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 0 / 0

So the score stands as;

Since the 19th May - I've spent now 25 hours on the phone to various BT departments.
I'm outstanding calls from BT Broadband, Order Management, Back Office? - I'll discount BT Vision as I placed an manual order. Although we'll see what happens there on the 18th;

My line remains unoptimised with an MSR of 567k and an FTR of 403k (not 483k) which means that I can't report a fault should one occur and my line is not running at it's optimum nor am I being allowed to run upto 8M due entirely to BT (groups) back office systems.

Text from the BT wholesale checker (http://eco.btwholesale.com/broadband1/availability/index.asp) continues to read;

"For Telephone Number 01243****** on Exchange CHICHESTER

Your exchange is ADSL enabled, and our initial test on your line indicates that your line should be able to have an ADSL broadband service that provides a line rate up to 512Kbps. However, due to the length of your line, an engineer visit may be required, who will, where possible, supply the broadband service.

Our test also indicates that your line should be able to support a potential ADSL Max broadband line rate of 500Kbps or greater.

The actual ADSL Max line rate supportable will be determined during the first 10 days of use, after which time the highest stable rate possible will be set.

If you decide to place an order, a further test will be performed to confirm if your line is suitable for the service you wish to purchase.

Thank you for your interest."

My other line (NTE is next to the line above)reads;

"For Telephone Number 01243****** on Exchange CHICHESTER

Your exchange is ADSL enabled, and our initial test on your line indicates that your line should be able to have an ADSL broadband service that provides a line rate up to 2Mbps.

Our test also indicates that your line should be able to support a potential ADSL Max broadband line rate of 5Mbps up to 8Mbps.

The actual ADSL Max line rate supportable will be determined during the first 10 days of use, after which time the highest stable rate possible will be set.

If you decide to place an order, a further test will be performed to confirm if your line is suitable for the service you wish to purchase.

Thank you for your interest."

I'm starting calling again from 9:00am - does anyone have any numbers for customer escalations and complaints?

To escalate your complaint further call 150 from your landline telephone and thats customer options once through ask for a level 2 manager.

I think I can see whats wrong here, the BTw checker says you can only get 512k so your MSR is 576k which is what it would be for a 512k customer.

My suspicion just now is whats called a false red saying that you cannot get up to 8meg (DSL Max) and only 512 but you have up to 8meg. Looks like the Wholesale system has you down for a 512k fixed speed product and the openreach system down for DSL Max you need to escalate this for sure as I have detailed above. Let me know how you get on if at all I will see what else we can do for you.

As for you well up until late last week I never had broadband on one system!

Still ongoing....

BT-Vision installed yesterday - that doesn't work either, referred out to "back office" and I'm to expect a call in 48 -72 hours....

Current plan to get the ADSL figures "unstuck" is to move the line.