Target Noise Margin

I recently wrote to my ISP requesting that they either lower my target noise margin back to 6DB or restart a ten day training period for me.

This is due to low sync speeds because of a large number of power cuts in my area.

Firstly they wrote back to me with "tips" on how to increase my speed. I then wrote back saying the speed I was getting relative to my sync speed was fine and it was my sync speed I had issue with.

They then wrote back to me with the following:

"Further to your email dated on 17th, may we request you to contact BT on 150 or 151 to reduce the signal noise ratio (SNR) on your telephone line."

Surely this cant be right?

I am not complaining about my phone line I am complaining about the target noise margin set on the exchange.

Any advice?

No, it's not right.

What ISP is this?

Demon.

I am also on the Business package and somewhat shocked at the turnaround time for replies to e-mail.

Seconded, thats absolute twaddle.

Move elsewhere

Seconded, to be handed that BS is unacceptable.

Hmn, the 12 month contract, of which I am a month in may preclude this

Sadly, yes. Though you could argue incompetence...

So I replied and got this back.

"Thank you for your email.

Further to your email dated on 18th, we would very much like to accommodate your request. However, BT does not accept the Line test request from Demon's end as the Telephone line is provided by BT, we require you to contact them on 150 or 151 and have noise test on your telephone line.

We apologise for any inconvenience caused."

Any advice on what to say to them next?

"Any advice on what to say to them next? "
Can I have my MAC code as you dont seem to understand the basics of ADSL.
If you want persist with Demon point them to http://www.kitz.co.uk/adsl/maxdsl2.htm and the section on SNR margin.

Edited by deleted (Tue 20-Feb-07 17:20:00)

Agreed. I wonder if the OP chose Demon based on price, or for their excellent Tech Support ?

LOL it certainly wasnt price given I pay

TY for the link.

Thanks for the advice, for info here is the reply I have sent them. You can almost picture the level of frustration:

With all the greatest respect in the world, you clearly have a lack of understanding of the basics of ADSL and MaxDSL.

Please refer to the following link:

http://www.kitz.co.uk/adsl/maxdsl2.htm

Specifically the section on SNR which I have copied below for your convenience:

SNR /SNR Margin

The Signal to Noise Ratio on the max product is more flexible than on traditional adsl. On the older fixed line speed products an SNR Margin of less than 6dB suggested that there was a problem with the line.

With Max a target SNR margin is set on the DSLAM and its your router and the DSLAM that agree the best way of meeting this target margin. The target margin range is between 3dB and 15dB and rises in 3dB increments - although it is normal for it to fluctuate either side during the training period. The default is 6dB without interleaving.

Clearly this is an issue between Demon and BT and is a simple request to BT to reset my noise margin back to 6.

If you are still unable to understand this and still insist on refering me back to BT, whom have told me it is my ISP who needs to initiate the request, then please provide me with my MAC code and confirmation that you are happy to release me from my contract with no penalty fees. I will then proceed to move to an ISP who is able to provide me with the technical support at the level I require, i.e. a basic and fundamental understanding of the way the product you sell actually works.

Further to this, should I receive yet another inane reply passing me back to BT I will raise a complaint through your formal complaints procedure and through OFCOM.

This is not the service level I expect for a Business product customer.