Go careful at moving across to Business 8000 - it's exactly what I did and it's no better.
This is what I have gleaned so far:
1) There is an issue with the BT IPStream (ADSL MAX) and IPStream Premium (used for the Business 'prioritised' service). It does NOT affect any ADSL2+ C&W LLU customers
2) It's to do with either load balancing on the BT Centrals (the 155Mbps pipes from BT, don't think they use 622Mbps Centrals) OR it's a lack of capacity/headroom on the centrals
3) It's not strictly packet LOSS but more of some packets having latency way outside normal limits (4 or 5 seconds) and then coming back out of sequence. Retries/resends of packets occur, causing more of the same and slowing the link right down.
4) It is not Demon but BT who are looking at resolving this
5) BT have a 50 working hour lead time for each fault, though I have argued that it is the same fault
6) BT works carried out on Sunday 7th at 01:00 made matters worse - confirmed by UK tech support
7) there is no fix time - it will be fixed as and when
Something else you need to know before moving across to the business service is that it IS NOT as advertised a 24/7 dedicated UK support, but in fact only Monday to Friday 9 to 6 support. Out of hours goes to India. Their website claims 24/7 and I am taking this up with several agencies as I believe moving me across to Business 8000 I was mis-sold the product - it costs me significantly more for a service that is absolutely no better than the HomeOffice I was on, though you can actually speak to a UK tech support person within the 9-5, M-F AND you get a faster upline speed (wow!).
I believe that Demon are guilty of downgrading the service for old Homeoffice and Business customers who are stuck on the BT IPStream service because I think (from discussions I've had with various people) that when they migrated vast swathes of customers to the C&W product, they then reduced the amount of Centrals they purchased from BTw - now whether they got the calculations wrong and reduced their Centrals capacity too much or whether they made a commercial decision to reduce the number of Centrals by as much as they thought they could get away with without (in their belief) too much of a noticeable impact on customers, I'm not sure. Anyone like to take a bet? After all, their Indian call centre never tell you the truth and will spin any line to get you off the phone. As I discovered, the Indian call centre had never even logged a fault and it was only after I complained via ISPA that a fault was logged. That was back on 12th October!
You may want to note that the Demon Ticket number for this 'fault' is 363196, and you may want to phone up the UK Business Support line to have a chat with someone quoting this number, and saying you've been recommended to move to the Business service but understand there is a major underlying issue with the ADSLMax service. I am not the only business customer that has complained of this, but I'm told that very few people have actually complained/logged a fault. Presumably because most customers are on HomeOffice and can't get past the Indian call centre to get the issue logged.
If anyone else is suffering the same issues which manifest as a really slow connection and large packet loss ( use the BBC IPlayer Diagnostics as it gives you a good real-world speed test - www.bbc.co.uk/iplayer/diagnostics
) then PLEASE ring it in and keep complaining. Only way it will get sorted.
Edited by burk (Tue 09-Nov-10 09:24:09)