BT Total Broadband Option 3 /w fibre LIE!

ADSL Line Status
Connection Information
Line state: Connected
Connection time: 0 days, 00:13:50
Downstream: 2.219 Mbps
Upstream: 448 Kbps

ADSL Settings
VPI/VCI: 0/38
Type: PPPoA
Modulation: G.992.1 Annex A
Latency type: Interleaved
Noise margin (Down/Up): 6.5 dB / 16.0 dB
Line attenuation (Down/Up): 59.1 dB / 31.5 dB
Output power (Down/Up): 17.8 dBm / 12.6 dBm
FEC Events (Down/Up): 31051 / 1
CRC Events (Down/Up): 1 / 0
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
HEC Events (Down/Up): 2 / 0
Error Seconds (Local/Remote): 1 / 0

They said I would be getting upto 14.9meg. and today I'm getting slower pings/speeds then what i got on BE i got around 3.4meg 1meg up. and now i feel like I'm paying 7 times more then BE and getting slower speeds any idea?

might be me being stupid, but i dont think you've got a fibre connection.

After 5 hours+ ringing them up. I have found out what's happend.
They have lied to me fullstop.

It's called BT total broadband Option 3 with faster option.
Now they subbmited the standard order off just total broadband option 3.

They seem to just keep putting the phone down on me and not solving my issue kind of [censored] off now.

Edited by jmckeag (Wed 04-May-11 15:17:02)

In reply to a post by jmckeag:

Modulation: G.992.1 Annex A


They said I would be getting upto 14.9meg. and today I'm getting slower pings/speeds then what i got on BE i got around 3.4meg 1meg up. and now i feel like I'm paying 7 times more then BE and getting slower speeds any idea?

I should point out that you are on ADSLMax which is only capable of Up To 8Mb. Unless your exchange has 21CN equipment installed, you will not be able to get 14.9meg with BT. LLU is the only option for faster modulations.

If you put the phone number into the BT wholesale checker do you get option for FTTC?

If not then they have had your pants down.

I went to put an order through for BT Option 3 with Fibre with sales and they basically put the an order through for Standard ADSL. I was questioning it right from the beginning as I said surely I need an engineer. So some idiot put my though to a department that they said they could book an engineer if I need it after placing the order. Lets just say they said I ordered standard broadband when I got through and said go away basically...

Took them 7 days to cancel it properly and an email to the CEO to get anything moving.
5 promised call backs, with no call backs and finally today being put through to the Options Department someone was helpful enough to place the correct order and book an engineer.

I believe their excuse was that their staff were not trained in placing this order, which makes sense... but they should at least be told to call someone else if they have no clue.

Anyway I am finally happy to know that I will be getting BT Option 3 with Fibre and but at the same time I'll be tracking my complain about the lack of customer service from them.

The only person that actually made any effort of calling me back was the PA to the CEO, I'm sure she has far better things to do than call me back as nice as it was. I would rather have a call back that actually cancels the order and then places the order.

In reply to a post by chris6273:

Unless your exchange has 21CN equipment installed, you will not be able to get 14.9meg with BT. LLU is the only option for faster modulations.

The OP seems to be sorted now. However there is a slight inaccuracy there.

Strangely, it is possible to have FTTC on a non-21CN/WBC exchange. That is because the fibre cabinet that feeds it to the PCP may be connected to a different exchange which is 21CN/WBC equipped.

Not common, but definitely such setups exist.

My exchange is a FTTC enabled exchange.
They have gone and subbmited the total wrong order.

They said I have to wait 24 hours now. as they now blame it on a line-error. that they have to reset a profile.

You are connected to the Hyde telephone exchange.

FTTC is available in your area


Downstream Min: 12.7 Mbps
Downstream Max: 14.5 Mbps
Upstream Min: 4.4 Mbps
Upstream Max: 5 Mbps

That's the speed BT told me I would get. even 3 managers confirmed I would not need any enginer out either.
But because my estiamte is under 15meg's they cannot offer me infinity. you all know that. so they offerd me BT total broadband option3. they said that they would get a enginer out to swap it over within the next 7 days. got the phone put down on me for the 7th time. I asked again they said it was a line-fault. then i accepted that and I will wait 24 hour's if my speed does not return to what it should be instead of 2meg/down and 448KBs up. far lower then my old provider. I won't be so pleased.

They said after 24 hour's my speed should be 12meg+

I'm now paying 25.60 instead off 8.99 that I paid with 02 for a full year.

Edited by jmckeag (Wed 04-May-11 23:46:23)

In reply to a post by RobertoS:

The OP seems to be sorted now . . .

No, that's not the OP (jmckeag) sorted, Bob. Seems to still have an ongoing issue with BT.

Edited by burakkucat (Thu 05-May-11 02:09:06)

I have decided to email the CEO

After contacting the CEO at around midnight last night. I got a reply around 5 this morning. I now have it sorted.

It's BT Option 3 with fibre. it requires the same thing's as infinity. but it's a bit more costly. infact they need someone to come out. where last time they got it wrong and gave me the wrong service.

In reply to a post by burakkucat:

In reply to a post by RobertoS:

The OP seems to be sorted now . . .

No, that's not the OP (jmckeag) sorted, Bob. Seems to still have an ongoing issue with BT.

I was assuming that the Anonymous poster was the OP, just forgotten to log in. That bit was irrelevant anyway to the point I was making, that an exchange does not need to be WBC-enabled to have FTTC.

In reply to a post by jmckeag:

ADSL Line Status
Connection Information
Line state: Connected
Connection time: 0 days, 00:13:50
Downstream: 2.219 Mbps
Upstream: 448 Kbps

ADSL Settings
VPI/VCI: 0/38
Type: PPPoA
Modulation: G.992.1 Annex A
Latency type: Interleaved
Noise margin (Down/Up): 6.5 dB / 16.0 dB
Line attenuation (Down/Up): 59.1 dB / 31.5 dB
Output power (Down/Up): 17.8 dBm / 12.6 dBm
FEC Events (Down/Up): 31051 / 1
CRC Events (Down/Up): 1 / 0
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
HEC Events (Down/Up): 2 / 0
Error Seconds (Local/Remote): 1 / 0

They said I would be getting upto 14.9meg. and today I'm getting slower pings/speeds then what i got on BE i got around 3.4meg 1meg up. and now i feel like I'm paying 7 times more then BE and getting slower speeds any idea?

I thought BT's fibre packages were called infinty and were available on option 1 and option 2.
The normal adsl packages were available as option 1, 2, or 3 and i seem to recall being called BT total broadband.

Did you confuse sales by stating option 3 as this use to be the non fibre unlimited package ?

I have the BT infinity option 2 which is upto 40M unlimited

Check your order again because if it does not state infinity you most likely get their upto 20M ADSl2+ connection and with your Line attenuation being so high you might be quite dissapointed as you'l be no way near the 14M mark

Edited by BP1 (Thu 05-May-11 11:16:24)

In reply to a post by BP1:

In reply to a post by jmckeag:

ADSL Line Status
Connection Information
Line state: Connected
Connection time: 0 days, 00:13:50
Downstream: 2.219 Mbps
Upstream: 448 Kbps

ADSL Settings
VPI/VCI: 0/38
Type: PPPoA
Modulation: G.992.1 Annex A
Latency type: Interleaved
Noise margin (Down/Up): 6.5 dB / 16.0 dB
Line attenuation (Down/Up): 59.1 dB / 31.5 dB
Output power (Down/Up): 17.8 dBm / 12.6 dBm
FEC Events (Down/Up): 31051 / 1
CRC Events (Down/Up): 1 / 0
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
HEC Events (Down/Up): 2 / 0
Error Seconds (Local/Remote): 1 / 0

They said I would be getting upto 14.9meg. and today I'm getting slower pings/speeds then what i got on BE i got around 3.4meg 1meg up. and now i feel like I'm paying 7 times more then BE and getting slower speeds any idea?

I thought BT's fibre packages were called infinty and were available on option 1 and option 2.
The normal adsl packages were available as option 1, 2, or 3 and i seem to recall being called BT total broadband.

Did you confuse sales by stating option 3 as this use to be the non fibre unlimited package ?

I have the BT infinity option 2 which is upto 40M unlimited

Check your order again because if it does not state infinity you most likely get their upto 20M ADSl2+ connection and with your Line attenuation being so high you might be quite dissapointed as you'l be no way near the 14M mark

No that was mean, can't get into my old account anymore
Anyway its ordered correctly now and will be installed on the 12th

I also get mine installed on the 12 .

It's BT Total Broadband Option 3 with Fibre.
It's a new offer for people who cannot more then 15MB/S average.

They install the same equitment as infinity. but re-brand it. and you get lower speeds. I also think it's upto 24meg. but if I can get higher speeds they will just upgrade me.

In reply to a post by RobertoS:

In reply to a post by burakkucat:

In reply to a post by RobertoS:

The OP seems to be sorted now . . .

No, that's not the OP (jmckeag) sorted, Bob. Seems to still have an ongoing issue with BT.

I was assuming that the Anonymous poster was the OP, just forgotten to log in. That bit was irrelevant anyway to the point I was making, that an exchange does not need to be WBC-enabled to have FTTC.

I agree with your point about non-WBC-enabled exchange and FTTC.

This is where the confusion comes from when speaking to sales, the seem to think its not the same product basically. Even though I explained to them way too many times that I obviously know a little more about what your selling.

In reply to a post by neagle:

This is where the confusion comes from when speaking to sales, the seem to think its not the same product basically. Even though I explained to them way too many times that I obviously know a little more about what your selling.

Most of the sale's people i spoke to was from the UK.
All the tech support are all outsourced to india.

Annoying to speak to a indian person about broadband issue's they are just reading it off the screen. where with a provider like 02 etc, the tech support guy's are more like geeks.

bp1 no he hasnt got infinty/option 3 confused, its a new service that dosent go on hte infinity stats so bt look good with their speeds,

op i had a few problems with getting mine installed too, but got there in the end and very happy with the results, and whoever says option 3 is capped at 24mb is wrong, as i am getting 33mbs, after having an estimate of only 14.3. the only thing that is capped is the upload at 2mb,

I also have a problem - I currently get around 6Mbps on my connection however it shows up I can only get 2Mbps standard ADSL on the DSL checker.

Cabinet and exchange is enabled. Is there any way I can get it to show 6Mbps on the checker?

Your quite right Robert. I have FTTC and my exchange is not 21CN/WBC enabled. The fibre is run straight from the FTTC CAB to the exchange in the main county town.

From the Spreadsheets on the "interesting document" thread, one includes a list of parent/child exchanges.

Our exchange enabled for FTTC about 6 months before WBC 21CN, and is marked as a child of Guildford.

How's your's?