[SDESTBR] Slow service on BT Infinity?

Hi,
Is anyone here experiencing bad throughput or spiking pings this morning on Infinity? I'm lucky to get about 1 megabits down and 0.2 megabits up at the moment, with a ping to bbc.co.uk fluctuating between 9ms to nearly 1000ms at times.

I've checked the ECI modem connection info, all seems fine there (presuming it reports the right ES and such, which I don't think it does). Tried reconnecting both the modem and Business Hub 3, no difference.

My exchange is Eastbourne (SDESTBR). I'm lucky to get on any websites at the moment and have doubts this message will post on the forum, hopefully it will though.

Fine here (Winchester). Normal steady pings (around 30ms to bbc; poor because of interleaving and BT's routes to London via Sheffield), normal speeds (65/15), and normal site loading.

https://www.bt.com/static/wa/consumerfaulttracking/e...

Looks like a fault in the BT network, estimated to be fixed within 3 working days though . I hope it doesn't take that long as a I rely on the internet for my work too.

In reply to a post by Ixel:

https://www.bt.com/static/wa/consumerfaulttracking/e...

Looks like a fault in the BT network, estimated to be fixed within 3 working days though . I hope it doesn't take that long as a I rely on the internet for my work too.

If you rely on it for work then why do you have a consumer product where the repair times are going to be days rather than hours. If you choose a basic service standard when it goes wrong you cannot expect enhanced response times.

Although not a helpful reply, I accept that. If it had been residential I suppose it may have been longer to repair. Mind you, I didn't directly contact BT Business as my phone line is residential, so did the line test via the normal BT site. My Infinity service however is with BT Business in the event I need to speak to someone in the UK.

Actually my post has been helpful as you have said you are on a business service whereas your original post an image suggest otherwise.

Why not call the Infinity helpdesk and get them to sort it out and even if it is on the incoming "residential line" it will still be subject to the response times in your business broadband agreement.

I see, sorry for the lack of clarification on the fact I'm business. I'll fetch the number, if my internet connection permits me, and give them a call. Thanks .

0800 169 3809

Just an update to say that my connection, for the moment, now seems fine. Perhaps coincidental, but I changed from the ECI modem to the HG612 (although I'd prefer to run the ECI given the fact it seems to work better with the ECI cabinet, in other words usually puts me on interleaving depth of 1 which I'm currently on). I don't know if this is just purely lucky or whether the ECI modem has a problem. On the other hand, perhaps the Business Hub had a connection to a bad PoP?

Anyway, does anyone think I should close my open fault with bt.com or leave it to sort itself?

Just an update to say that an engineer turned up unexpectedly this morning about 8:30am after putting an oscillator on the line (made us jump given the phones were constantly ringing lol). Although the problem disappeared on Friday afternoon he still said there was a fault which needs resolving. So after two hours of testing and searching he swapped the wires round in the cabinet and the battery contact problem of 50v~ reduced to to about 5v-12v. My attainable rate has shot up from about 82/27 to about 94/29.5 on the HG612.

Anyway, he tried to call the special place (service center?) for resetting the DLM profile but he had no success as he required an OGA number or something. He suggested since I'm on a business service that I should be able to call BT Business for a reset with little hassle. I'll call the helpdesk in a minute and see if I get much luck, and edit this post accordingly. Thanks MHC for the help given, after clearing up the small confusion over me not mentioning I was business and not home .

Edit: No luck, as far as they're concerned I'm getting slightly above the minimum I was promised, although my line can do much better.

Edited by Ixel (Tue 20-Nov-12 13:23:09)

It sounds as though something was done on Friday after you called ... but as the Tech said there was still a fault which he has now removed.

So, just over 1 working day ... rather that the three or more for a residential service fault. It is why Business service is more expensive.

Well, interesting thing is I didn't call, I just reported the fault on bt.com originally. In the afternoon I reconnected the modem again and it seemed to work fine. Today after the engineer resolved a battery contact problem my attainable rates shot up a bit.

Unfortunately however, I can't get the helpdesk to reset the profile, so could be stuck at 60/20 as I believe DLM is frozen . I had considered contacting the mods on that forum but I expect they'll come to the same conclusion as the helpdesk, in that my line is achieving slightly above the estimated speed, and so can't justify resetting the DLM profile even though my line could achieve more.

Edited by Ixel (Tue 20-Nov-12 13:43:19)

That doesn't sound like a very intelligent response to a customer whose DLM setting is due to a fault, whatever the estimate. An estimate is an estimate, not the eleventh commandment.

I'm not sure a banded profile cannot auto-correct after several weeks stability. Let us know if it does, please .

Will do. In the past I've seen a banded profile go up within a matter of days being synced, but that was when I had some form of INP and interleaving depth greater than 1. I'll give it a few weeks and if there's no improvement I'll make a post here again, or if it did improve I'll do a post here again. Either way, if it hasn't improved after a few weeks I'll contact BT Business again until I get this sorted, as the engineer was more than happy to request a profile reset but sadly he didn't have an OGA number due to the type of fault that was reported, so the service center couldn't do it.