The two plugs are both for routers when I used a D834GT for testing - the other Belkin was switched off

I started out by using the online fault report - it started testing then automatically generated a call reference. BT have run diag several times

Sorry about the nomenclature (I cannot edit the post now)

I am amazed at how little troubleshooting (none!) BT have asked

I get used to people using b/B in the wrong places and some times it is possible to guess and other times not. effectively b * 8 = B so you can see what a difference it would make.

Right just to put the distance into context

Site to exchange 200m

The downstream attenuation of around 30dB suggests a line length of about 2Km

You are right about the attenuation and approx length - at worst the line could go a little round the houses and be maybe 800m long or possibly 1km which would still give an attenuation in the low 20s.

You will not get much joy pushing on the downstream attenuation front but need to focus on the upstream which should be lower that downstream. If you can get that sorted, gut feel says that any problem on downstream will also be resolved.

Have you managed to speak with a Coach or Manager on Tech support? If not insist on it and then use that as the escalation path.


Do you know which call centre you are dealing with?

Have you tried asking for/insisting on a BT Business Broadband Boost task to be raised ? Get and engineer out, and show them the issue. If the lines as short as you reckon, they will see that something is wrong.. I'd agree it sounds like an exchange equipment fault.

The number I rang was 0845 600 70 20

Have not escalated.

They have point blank refused to send an engineer so far and will not entertain any discussion about the upstream apart from admitting it's slow. There is no SLA at all with regard to the upstream.

I am going back to the account manager with a very long email

You seem to have an impasse ... somehow you have to break through the wall. Zarjaz's comment is one worth pursuing - I think he knows what he is on about!

Heard nothing since 10th December having been promised a call I sent an Email to Mr Livingston today

Received a reply within 2 minutes - escalated to High level complaints team

Several calls today:

They have identified a Network fault
The line is capped
Engineer on site next Tuesday

Engineer pitched up at 10am - was not able to make it on site

He fixed a cable fault at the top of the pole

Downstream attenuation 10dB, sync 18617

Upstream attenuation 5.7dB , sync 1252


Months of misery and frustration are over with no thanks to the BT Business Helpdesk