Hence my point of "may disconnect" vs. "should disconnect".

Be are responsible even if the fault is between you and the exchange or within the exchange itself - They have to be as they are the only interface between you and BTo!
However, random noise problems are diifficult to pinpoint and therefore remedy and unfortunately, no ISP that I know of will get involved until the problem starts to seriously affect the service. I wouldn't think that your inability to use Sky news at any time despite how serious it may seem to you would be classed as urgent or problematic.

Nicola has provided some good advice with regard to Routerstats. This will allow you to keep a record of events which will allow you to present a good case to Be. However, when I had problems recently with my O2 service after a pole replacement, O2 were less than helpful and ignored the collected data. My problem was eventually fixed after other lines connected to the pole failed completely. O2 had no part in this resolution and I feel that if others hadn't been affected, I would be in much the same position as yourself.

Taoshan has offered some good advice re complaints. There's little point in complaining to individuals within any organisation unless or until an individual is assigned to your case.
To use a provider's ADR service requires that all other avenues of complaint have been exhausted and a stalemate is reached so get that letter off to Be's head office now to start the ball rolling and start gathering evidence of a fault via Routerstats or similar.

By the way, this situation may get somewhat protracted and if you wish to use the resources of this forum, it would be wise to register and get yourself a username. That way, we don't get confused by the anonymi!

Edited by Deadbeat (Sun 13-Mar-11 00:33:46)

Another edit needed deadbeat. You mean "protracted", not "contracted". But I certainly agree with your post, including the registering suggestion.

Edited by RobertoS (Sat 12-Mar-11 22:55:44)

Dunno what you're taling about. You've been at the vino again have you???

In reply to a post by MrSaffron:

The nasty fact that DSL will disconnect due to noise is a fact, and no provider can guarantee you no disconnects in a 24 hour period.

if it is just 1 or 2 disconnects a day, then almost any ISP will say

1. OK we can slow your service down to try and improve stability, I presume you have adjusted the target noise margin to see if this helps
2. Not much we can do, so its stay or try someone else.

If you are seeing 10 or more an hour then it is something more to be investigated.

Generally if one website is down for you, and others on the same ISP are saying it is working then it suggests not an ISP issue, but perhaps something else odd.

In reply to a post by MrSaffron:

The nasty fact that DSL will disconnect due to noise is a fact, and no provider can guarantee you no disconnects in a 24 hour period.

if it is just 1 or 2 disconnects a day, then almost any ISP will say

1. OK we can slow your service down to try and improve stability, I presume you have adjusted the target noise margin to see if this helps
2. Not much we can do, so its stay or try someone else.

If you are seeing 10 or more an hour then it is something more to be investigated.

Generally if one website is down for you, and others on the same ISP are saying it is working then it suggests not an ISP issue, but perhaps something else odd.

The line has been subject to a 24 hour monitoring period as well as other tests they claim to have ran.

They now claim there are no problems detected, even though previously different staff have claimed in the same ticket that problems were detected and sent BT out twice.

I also suspect they reported it wrong to BT as a voice fault not a DSL fault.

I have had the line slowed previously to try to solve the issue also, and tried interleaving mode, as well as lesser reliable fast path (what they call gaming mode for some stupid reason) and their INP1 modes....... None made a difference.

The line has also had its so called "reliability" profile applied to it previously with a 9db SNR. Again not helping at all.

I have even tried increasing this to 15db on one occasion, again it makes no difference.

The statement made to me in a live chat session of...
"As you are well aware the ADSL2+ technology works in such way that one or two disconnections for 24 hours are within acceptable limits and cannot be considered service affecting. It is simply a feature of the technology"

Is also utter nonsense, my prior provider was LLU ADSL2+ based and with them the connection was stable. And when i say stable i mean MANY MANY MANY months worth of uptime.

Issues with BE occured from my very first day of migration to them, prior to migration day i had several months uptime with my prior provider with no losses of sync.

My internet connection now with BE has NEVER managed more than 7 days since joining in December.

They constantly refuse to admit any issue is a fault or their end and instead blame BT or their peering partners. They also expect users to basically solve issues for them and point where and when peering issues and routing issues are and post tracerts to sites affected, rather than doing any work for there self and finding issues. Things are then fixed on a site by site basis rather than curing the routing issues properly.

I have just been told by another staff member in regards to another issue i have and many member have that sudden rises in ping times which keep happening are not and i quote them again.......
"not a problem that affects normal service usage"

Maybe they think you can still game or do video chatting reliably when your ping time suddenly jumps by more than 50% atleast 2 nights every week????????.

For over 3 months i have constantly posted router statistics to them, posted other infomation they have asked for and got nowhere.

I have been subjected to their so called tests where depending on the staff member involved the so called tests have different results.

Some saying "no issue found", some saying "a fault is found with the line" some saying (AND THIS IS THERE LATEST CATCH PHRASE IN TICKETS AND THE FORUM) "I will have to 'ESCALATE' the matter further. Results from the phrae book they through at you equate to the same thing though......... NOTHING SOLVED.

I have had 2 seperate tickets open (ONE of which another staff member now appears to have deleted, obviously to try and cover their ass too bad ive been saving them and screen capturing them incase it got to the stage of a formal complaint....... So nice try to them on the destroy the evidence front, buit no cigar.)

In reply to a post by Anonymous:

for one you where banned for a very good reason and for two the problem is with you
and not BE

For one you have no idea of the reason i was banned unless you are the person that banned me, in which case you will also know that accusation and the reason giving is also false. Im still waiting for the forum rules, as they dont appear to be on the main site anywhere either.

For two reading this it appears you may indeed be BE staff and once again are blaming something other than the poor product and the constant problems it has to many users not just myself.

I suppose the daily posts in the BE forum from multiple users that all suddenly experience routing issues, disconnect issues, ticket problems, website loading issues and so much more is ALL the users fault also and not your shoddy product at all.

I hope an earlier poster in this thread named Terranova is still reading, are his regular disconnect issues also his fault eh?

Good to see the BE ethos has found its way here also............ Blame everything and everyone except yourselves.

8.5 meg connects? wow are they replacing your line inch by inch? Still it's an improvement over the sub 5 meg you used to get a few years ago

In reply to a post by Anonymous:

Good to see the BE ethos has found its way here also............ Blame everything and everyone except yourselves.

The problem is almost certainly with your connection to the exchange as such it is outside of BEs control.

If the fault lies between the NTE and the exchange then it's everything to do with Be or whoever the ISP is as only the ISP can directly communicate with Openreach to raise faults. As the OP and Openreach are certain of the efficacy of everything on his side of the NTE, the ball is very firmly in the court of the ISP.

In reply to a post by Deadbeat:

If the fault lies between the NTE and the exchange then it's everything to do with Be or whoever the ISP is as only the ISP can directly communicate with Openreach to raise faults. As the OP and Openreach are certain of the efficacy of everything on his side of the NTE, the ball is very firmly in the court of the ISP.

Unfortunately, BT own the local loop, not the ISP.