ISP has raised the fault for the third time. My attenuation is 47.9, so 3.5mb should be fairly easy, currently stuck on 1.5mb. Both engineers agree there's a fault somewhere, one of them has visited several sites nearby. I have now had contact with two of them, identical symptoms and timeframes. I'm hoping BT's fault logging system is set up to spot multiple reports

In reply to a post by bgriffiths:

I'm hoping BT's fault logging system is set up to spot multiple reports

It isn't!

Even within one fault report, if a second visit is by a different engineer he sees nothing about what the first one did .

In reply to a post by RobertoS:

In reply to a post by bgriffiths:

I'm hoping BT's fault logging system is set up to spot multiple reports

It isn't!

Even within one fault report, if a second visit is by a different engineer he sees nothing about what the first one did .

Then I / we are surely doomed....

It is as I feared. BT have come backfollowing the third logging of the fault saying there is nothing more they can do. "a D+E side swap has been done, the FTR has been recalculated on this line so the sync no longer shows a fault". They can only suggest reprovisioning, which of course will not cure the problem as it is a general fault in the area affecting an unknown number of households.

How do we get BT to pull its corporate finger out and investigate it as a general problem rather than an individual one?

BrianG

In reply to a post by bgriffiths:

... the FTR has been recalculated on this line so the sync no longer shows a fault

That is worthy of an OfCom complaint.

The whole point of the FTR is to show up potential faults. Re-running the 10-day training to eliminate it, which is what has been done, has to be simply appalling business practice if it was done deliberately to achieve this, or the action of extremely badly trained staff is it was done for any other purpose.

It certainly ought to go to BT High Level Complaints.

Hi bgriffiths,

If you'd like us to take a look at this for you send in your details via the "Contact Us" form below and we'll take a closer look at the fault for you.

http://bt.custhelp.com/app/contact_email/c/4950

Thanks,

Stephanie

That's a nice offer - did you see the OP is using BT via EntaNet? In the past you've only been able to help BT Broadband customers - has that changed (which would be good for all of us using BT lines)?

can you get your stats up for us mate?

i am somewhat baffled by this, whereabouts are you?

hmm - I'm sure I'd posted a "thankyou" to Stephanie.
I too thought BT Care was only for BT Broadband customers - I've filled in the form anyway, we'll see what happens!

The fault originallly occurred on 31st March. I didn't notice until April 1st when I migrated from Enta/UKFSN to Goscomb who are an Enta L2TP isp (I think), hence the change in sig, which I forgot to update straight away...

BrianG

Exchange is Madingley, near Cambridge. (yes the one that won the Race to Infinity, so next year fingers crossed we might be rattling along slightly faster!)

Broadband Link � Statistics
DSL Down Up
Current Rate: 1536 kbs 832 kbs
Max Rate: 1616 kbs 976 kbs
Current Connection:
Current Noise Margin: 7.0 dB 10.0 dB
Current Attenuation: 48.1 dB 30.0 dB
Current Output Power: 15.3 dBm 11.9 dBm
ATM Cells Errors %
Transmit: 28705106 0 0
Receive: 304428564 0 0
IP Bytes Packets Errors %
Transmit: 685260537 6580192 0 0
Receive: 3433305812 9834868 0 0

Edited by bgriffiths (Mon 25-Apr-11 21:57:52)