At the moment it was left that they would phone me at noon on Monday to ask if it was all OK. Obviously it isn't.

Please can you give me some advice on how one can complain so I can get an engineer to look at it. I'm getting nowhere following their procedures. Thanks.

Edited by Growltiger (Fri 24-Feb-12 20:34:34)

Some better news
I phoned them yet again and managed to speak to the level 2 helpdesk after a prolonged struggle. They had trouble testing the line, receiving an error message instead of a result.

I disconnected the faceplate during the test to simplify things, and had the router and one phone into a conventional splitter plugged into the master socket.

After more tests they admitted there was a problem in the exchange and an engineer would be sent to fix it, probably on Monday. Please keep your fingers crossed for me.

The end of the story.
On Saturday there were more phone calls to BT. More confusion. But at last the promise of an engineer.
Today a broadband engineer arrived....
- He confirmed the line did not show a fault.
- He confirmed that everything seemed OK at the exchange.
- He confirmed the signal was poor at the test socket in the house.
- Then he went to the green box, and there the signal was good.
- Then he tested at the bottom of the pole before the underground cable runs to the house, and the signal was bad.
- That pinned it down to a fault in the overhead cable, only about 100 metres long.
- After switching pairs, the problem was solved! Now getting connection speed of over 9Mb down and 1Mb up. Wonderful!

Lessons.
1. A line that passes normal line testing may in fact be faulty.
2. Ordinary phone engineers can't possibly hope to fix broadband problems. They don't have the training or equipment. (In my opinion they should all be trained and equipped to do it.)
3. If you make over 20 phone calls to BT and keep at them then you may get it fixed in 19 days. I had four faults logged and then cleared, which is annoying but I suppose helps their performance stats and they bounced me back and forth between phone fault and broadband fault twice.