In reply to a post by Andrue:

Is this 10 day period "real" or flannel.

As described in your post it's flannel. There is a 10 day period but it's not for line training I think it's just for statistic gathering.

It is for the recording of the lowest sync in the ten days. This is saved as the Maximum Stable Rate, and from it the Fault Threshold Rate is set. (80% or 70%, there is doubt).

Following the ten days, normally no action will be taken on a line sync speed complaint unless it falls below the FTR.

In a case such as this, where there is clearly something very badly wrong, that means that setting will have to be ignored, and once the problem is sorted out another reset and "real" ten day period will be needed.

Getting it through to Tier 1 support anywhere is almost impossible. With Sky Connect I dread to think.

Edited by RobertoS (Mon 05-Jan-15 21:56:56)

No its a small ISP providing broadband connections over a BTw connection to a chain of charity shops - sorry cannot name names.

Thanks for earlier informative post about FTR and MSR
So I should have been able to go back and point out that the sync speed was way below the FTR which was set when we had a stable 15Mbps download sync several months ago ?
But now that a SNRM rest has been done I've lost that opportunity and I could end up with a new MSR and FTR in the <1 Mbps range ?

Yes and no. The sync speed is clearly so ridiculous that there is no way the new FTR will have any authority. A Tier 2 or 3 Customer Service person should realise this and have some way of getting through to BT Wholesale here and now to kick them into action.

At the end of the ten days you should not have a problem reporting the fault, but because the ISP staff you are in contact with don't know how to handle this scenario you are being told to wait. Depending how small the ISP is maybe nobody there knows what to do.

Sorry about the "Sky". I got led astray by IanBB's post.

In reply to a post by RobertoS:

Sorry about the "Sky". I got led astray by IanBB's post.

Apologies Bob but as the OP was being so elusive as to definite facts re his broadband I posted a live quote from my own broadband setup which does indeed state a 10 day "training period."

Not a problem. I was complaining about your post, just explaining my misunderstanding.

I have the feeling we are talking about a small ISP that we haven't heard of, with correspondingly low support when things get hairy, or something like the Post Office or Tesco.

In reply to a post by rarrar:

No its a small ISP providing broadband connections over a BTw connection to a chain of charity shops - sorry cannot name names.

I can't see why not, it's not national security. You're the one who mentioned charity shops - the ISP name is more useful.

The ISP services are provided as part of a package including VPN and filtering/blocking access to some website categories.
They advertise as providing "Managed IP networks" aimed squarely at businesses only.
Anyway ALL comments have been useful and have given me confidence in my attempts to progress matters quickly.
What I find disturbing in talking to people in general IT support (not the ISP) is how little knowledge of broadband technology they have.

IT support is a wide ranging area and covers a multitude of technical disciplines. Most company IT support is likely to be covering things like desktop PCs on a corporate network and therefore doesn't touch on the lower end broadband products. In fact, most desktop engineers probably wouldn't know anything much about any area of networking - they don't need to, it isn't their job and the network support would probably not be happy if desktop support started messing with their switches/cables/etc.

Update.
Given up the fight and will have to wait until 13th before anthing else can be done.
As a volunteer have now stepped on enough toes with Charity's IT support and ISP , so allowing their "process" to finish.
Apparently BTw are "upgrading the exchange" and have to allow this to complete before BTw will investigate.
Its not as if its my own home broadband and reducing my stress levels is probably more important