Worse speed the closer you get....

What would cause the following:

1. TX CRC errors when landline is called (with nothing connected)
2. Reduced sync speed the closer to the DSLAM you get

I had BT attend last week to look at an issue where after 3 years of solid 8128 and no errors I now get TX errors in the 10s and RX errors in the 100s whenever my ADSL provided landline number is ringing (without equipment attached).

This was reproduced by the BT engineer outside the house, at the DP and on the out block of my line card. Also, when he got closer to the exchange, the sync speed reduced considerably.

The engineer said that based on the errors he would request a lift and shift but now it seems BT wholesale are not prepared to do it and don't care about the errors.

I'm not getting anywhere with anyone, ISP, BT Wholesale ... I don't care too much about the errors as I still have reasonable connectivity but I just want to understand what happened or at least what is going on - no one can tell me Am I asking too much?

Do what I did - email Ian Livingston, CEO of BT. Mind you, they haven't managed to find my line fault for 2 months, but at least they're working on it.

Finding the right route to do that is proving challenging also. Any pointers to the best path for emailing him? I'll Google a bit more but all I find is people complaining... funny that.

Am I being unreasonable in wanting to know what has happened to my line? Why am I not allowed to talk to BT Wholesale directly? My ISP mumbled something about OFCOM and "it's the law" (that BT Wholesale cannot talk to end users).

I *almost* give up... but not quite yet!

OK, so I raised this at executive level within BT... this was eventually the response:

I understand your frustration regarding the matter but XXXX who are your service provider would need to investigate this accordingly. BT Wholesale would advise XXXX of any tests they perform regarding your service.

BT Wholesale would not pass any information to me regarding the matter and therefore would only communicate with XXXX directly.

Been there, done that but still BT Wholesale seem to be threatening charges in order to provide this information to the ISP which is rediculous!

Funny that BT Wholesale will not talk to BT either ... we are so not worthy BT Wholesale - all powerful being you are!

I am now following OFCOM guidelines and have raised a formal complaint with my ISP - who I actually feel sorry for having to deal with BT, sorry BT Wholesale!

Grrrr.

To be fair, my contact at BT I think has done what she can within what's permitted:

I have sent an e-mail to Wholesale and asked them to pass it onto the Client Relationship manager for XXXX.

As your contract is with XXXX then you would need to now take the matter through them as BT Wholesale would only inform XXXX of their findings etc and not you directly.

Still stinks though...

Well, don't reward incompetence. Take your business elsewhere. Try Andrews & Arnold - they have a reputation for chasing faults. Rather more expensive than your regular ISP, though, but hey, it's a business expense, isn't it ?

I'll await your stats.... and fault resolution ;0)

Why am I not allowed to talk to BT Wholesale directly?

Because you have no business relationship with them ie you aren't their customer so they expect you to talk to your supplier.

In reply to a post by yarwell:

Why am I not allowed to talk to BT Wholesale directly?

Because you have no business relationship with them ie you aren't their customer so they expect you to talk to your supplier.

If it were anything else in the big wide world, such as a car or a kettle I would have no issues in being able to go to the manufacturer directly so I don't see why I can't do the same... OK, so I am paying an ISP for so-called 'service' but don't see why I should have to 'shop around' for an ISP with b*lls and isn't scared of BT!

Hi

If it were anything else in the big wide world, such as a car or a kettle I would have no issues in being able to go to the manufacturer directly so I don't see why I can't do the same...

The situation is much the same. Under the sale of goods act legally your contract is with the company/shop you bought the goods from and not the manufacturer.

As manufacturers do offer a warranty and for good customer relations they can of course be approached and will often do what they can to rectify the situation. BT Wholesale don't offer any warranty to the end user directly and so will not get involved.

Regards

Phil

Edited by deleted (Mon 14-Sep-09 10:49:08)