Problems with BT Business Broadband

The story;

New line installed after moving home on Sept 18, Broadband activated the following week on 26 Sept@ 1mb. Once confirmed working that day, I requested a regrade with a static ip. Emails confirmed the regrade was set for 4 Oct.

The regrade looked to have completed, as my upstream went up to 448 & the sync on the downstream was 8128. Hooray!!

This is where my problems have begun;

No static address was assigned, I had to chase this with Support, and I finally got that sorted after several days.

The BT Speed tester shows that my IP Profile is 2000, and after several days and lots of emails back and forth to support (who were excellent via email) - they actually informed me that;

Dear xxxxx,

Thank you for your update,

It looks like you have a BRAS issue speed problem here you will need to contact technical support so they can book this issue. Please advise them it is to do with the BRAS profile. You can contact Technical Support on: 0845 600 7020.

If in the future you need further assistance please feel free to search the knowledge base or e-mail our BT Business Support team again at www.btbusinessoffice.com/help.

Kind regards,
xxxx xxxxx
BT Business Support


However, it's now 24 October and still no speed increase. I have made numerous calls to the support number and I have to go through the whole story each time. They keep doing 'WOOSH' tests, and I keep being told to reboot - I have never seen a sync below 8128 and my line is very stable at 2mb.

Today I was told that I have to wait 10 days as my account was only showing the 15/10 as the activation date - even though I have been using the regraded line since 04/10.

I do believe that I am now being fobbed off with some nonsense, so need to get this escalated higher - please, can anyone point me in the right direction to get this resolved and the speed I deserve!!!

Many thanks.

My stats are;

DSL Status: UP
DSL Modulation Mode: GDMT
DSL Path Mode: INTERLEAVED
Downstream Rate: 8128 Kbps
Upstream Rate: 448 Kbps
Downstream Margin: 13 db
Upstream Margin: 30 db
Downstream Line Attenuation: 14
Upstream Line Attenuation: 6
Downstream Transmit Power: 0
Upstream Transmit Power: 0

BT Speedtest results give;

Test1 comprises of Best Effort Test:
IP profile for your line is - 2000 kbps
DSL connection rate: 448 kbps(UP-STREAM) 8128 kbps(DOWN-STREAM)
Actual IP throughput achieved during the test was - 1845 kbps

<<IP profile for your line is - 2000 kbps >>

This is the problem. The "IP profile" is the profile which is set by the BRAS to limit the ATM virtual path for your line so that you can acheive a speed of up to 2000Kbps. This entry in the test report shows that your profile has got stuck at its old value and has not updated since you moved to a Max-based product, which is more common than I'm sure BT would like. You will just have to wait the ten days I'm afraid.

Cheers

Andrew.

Edited by zen_ajp (Tue 24-Oct-06 20:30:00)

Cheers for the reply... It's actually now been over 20 days, and at the risk of being a pedant (I don't mean to come across as rude here for my first posts either, but text is never a great way to communicate), I was under the impression that it was only 3 days following a regrade to MAX for the BRAS to update (with no duff syncs) and 10 days for the 'error threshold' to be set (i.e. the level at which BT do or do not say there is a fault).

I also understand that the BRAS profile 'review' is ongoing and is subject to change when low syncs occur and that I'll not get a full 8mb, in fact I'll get roughly 0.5mb lower than the sync speed.

The 2mb profile I am seeing is the default that is set for the initial training period (so I believe), and my real question is who do I escalate this to within BT, as the support people seem to know less than the informed, helpful people here.

All I need is for me to say 'My BRAS / IP Profile is stuck at 2mb while I am syncing at 8128, please unstick it' and for the support person to say ' certainly sir... there, reset for you, you will now need to wait 3 days for it to reconfigure'.

"set by the BRAS to limit the ATM virtual path for your line so that you can acheive a speed of up to 2000Kbps. "

If my exchange is showing it's VPs as red with a fix date of November, would this cause BRAS profiles to 'stick' ??

Update....

BT called me back today, wanting to know if my problem was resolved.... At 11am this morning there was still no change...

However, after collecting my son from nursery, I noticed a BT van in the exchange - I can literally see it from the end of my drive - hmmmm I thought... lets do the old 'power off for 30 minutes' trick.

I just tested with Namesco, and am now getting 6035 down

Yahoo!!!!

Thanks to everyone who has replied with advice and help, it's much appreciated, with the help on this board I was able to explain what my problem was, and finally get it sorted.