BT Broadband downgraded by TalkTalk?

I'm expecting a BT Engineer at my house in the next hour to check my line.

Been with BT Broadband for 18 months on MaxADSL product. Distance from the exchange has given me a stable 2.5-3Meg service since the start.

Recently my line has been very slow and my stats for the past 4 weeks have shown 1152Kbps down and 288Kbps up - an indication that I've been downgraded to a 1Mb FIXED service.

I've NEVER had to call BTB to register a fault or query the service and they confirmed on Friday that their records show I'm still on the MaxADSL service.

Raised a line issue with them and they booked an engineer for this morning.
He's just off the phone to say he is on his way - but his sheet shows I'm a Carphone Warehouse customer.

I've been using TT for my calls for well over a year and, since about 10 months ago, now pay line rental to TT also.

Can TT/CW have downgraded my line without so much of a letter, phone call or email to me - not the slightest communication in any shape or form?

I'm flabbergasted if this has happened this way.

I was all prepared to have a go at BTBroadband - then this - looks like their not the bad guys after all

My router says what is has from the beginning

Attainable Line Rate 4480 Kbps down 1088 Kbps up

So, in the blink of an eye, [or the flick of a switch!!!!!!], CW can shaft a customer without the need for any notification?

All advice welcomed.
Regards

Homer

In reply to:

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Can TT/CW have downgraded my line without so much of a letter, phone call or email to me - not the slightest communication in any shape or form?

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Well no if you are still getting BB from BT Retail, BT are responsible for your sync connection.

What TT can't do is unbundle your line without your specific permission, this is called slamming. As you are on a 1Meg fixed profile it is unlikely that this has been done; if they had your BB would be an up to 8Meg profile.

Edit: This is probably an ADSL Max capped profile. See other posts on this board. BT do this with badly performing lines to improve performance and to stop the line connecting at too fast a speed only to disconnect and reconnect again.

Looks like you have a line or DSLAM problem if previous service was better.

Why did you crosspost in here when you have already been told what was going on in the Technical forum?

Edited by deleted (Sat 08-Dec-07 13:37:05)

Sorry for the crosspost.

I hadn't seen the last reply that was made giving the links to probable causes.

Posted here in the hope someone was in the same boat as me - and then went downstairs as the doorbell had just gone - thus missing the last post.
Regards

Homer

"Edit: This is probably an ADSL Max capped profile. See other posts on this board. BT do this with badly performing lines to improve performance and to stop the line connecting at too fast a speed only to disconnect and reconnect again.

Looks like you have a line or DSLAM problem if previous service was better. "

ETEE, does this sound to the similar problem that I am having? Disconnect / reconnect ... sync / no sync?

Post your stats attenuation, sync speed and noise margin. How often are your disconnections?

ADSL Link Downstream Upstream
Connection Speed 2029 kbps 220 kbps
Line Attenuation 59 db 17.5 db
Noise Margin 12 db 20 db

Connection hasnt been too bad over the past day or so but I did see the disconnections happening every 15 mins or so. It did happen alot more when the weather was bad but I never had a problem when I was with BT. I have been on llu for a few months now and im thinking the problems are linked into this. maybe someone can shed some light on this.

Why not ask to go on a 1Meg profile to see if that improves disconnections. Have you optimised your internal wiring?

Is it possible to email TT CS and ask them to do this? I was previously on a 1 meg connection with BT and had no problems. A while back I spoke to someone in 2nd line who told me that he could organise dowgrading to 1 meg connection within 10-14 days but after this period past, I called back again and spoke to someone else who told me that wasnt part of TT's policy.

As for the internal wiring, it is the same as it was when I was with BT. It doenst make any difference when everything else is removed and Im plugged directly into the master socket. Same pattern with a speedtouch 330 v's the netgear dg834 v3 firmware.

I have also checked out the router with a friend who is with TT and he had it for over a week with no problems at all.

In reply to:

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Is it possible to email TT CS and ask them to do this? I was previously on a 1 meg connection with BT and had no problems. A while back I spoke to someone in 2nd line who told me that he could organise dowgrading to 1 meg connection within 10-14 days but after this period past, I called back again and spoke to someone else who told me that wasnt part of TT's policy.

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Yes I believe they respond by email and yes they can set your profile to 1Meg fixed. If you are on LLU there should be little delay. Don't believe everything TT CS tell you, especially from overseas call centres.

Before doing that try forcing the mode of your router to g.dmt (ADSL1) or RE-ADSL2 as this might improve your sync stability at a higher speed. (Assuming you are on TT LLU and have a MT882 or similar).

"Before doing that try forcing the mode of your router to g.dmt (ADSL1) or RE-ADSL2 as this might improve your sync stability at a higher speed. (Assuming you are on TT LLU and have a MT882 or similar). "

Can you or someone else on here elborate on that? Im using a Netgear DG834G v3 router.

Thanks

Ps - one other thing that I did notice tonight was that when the phone was being used, the sync went... not sure if this has anything to do with it or not, as the phone doesnt really get used that much. Regardless of whether the phone is connected or not, the sync / connection will drop out, even at the master socket. Thought that I should also fire this into the equation.

Edited by ni_mike (Sun 09-Dec-07 19:46:39)