Upgrading story ( BT 2Mbps to 8Mbps )

I just upgraded with BT from 2Mbps to 8Mbps and here are some issues that I faced:

1. You can upgrade your speed within BT Option 1.

- and you can negotiate a reduction in price if you threaten to change supplier !

But note that you are effectively signing a new 12 month contract

I did that and nothing happened to my speeds

I did not realize that my IP profile was stuck at 2,000kbps !

2. I upgraded to Option 3, because I also wanted the "unlimited Download"

Only when I read the fineprint did I realize that there is a limit.
( Their "fair use policy" is 50Gbytes per month )

3. I was still not getting more than 1,800kbps

www.speedtester.bt.com showed:
IP Profile of 2,000kbps
Downstream speed of 4,800kbps
Actual throughput of 1,812kbps

Download Accelerator graphically showed how the equipment was limiting the speed. If I paused the download, the speed would overshoot to 3x normal and then settle back to the limited speed.

4. I called "Sales" and they did not have a mechanism to comminicate with the Engineers

I called "Line Faults" and spoke with 10 different people in India over 3 days

They could not understand what I was talking about

A supervisor understood the problem, but could not do anything about it.

They did not have a mechanism to ask the engineers in the UK to change the IP Profile

Finally I asked for a BT Engineer to come to my house.

He was extremely knowledgeable and capable. He checked the line, phoned a colleague and the IP Profile was increased to 4,000kbps

Did I need an Engineer to come to my house for that ???

PS: OpenReach engineers have new "callout" software since mid-February 2007. It does not report any comments from the Indian call centre, like secondary phone number, my request for a phone call before the visit, or my inputs and diagnosis. Progress !
.

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PS: OpenReach engineers have new "callout" software since mid-February 2007. It does not report any comments from the Indian call centre, like secondary phone number, my request for a phone call before the visit, or my inputs and diagnosis. Progress !
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LOL !

Yep, & sometimes we don't even get the customers address

....or an accurate description of the fault, etc, etc, etc.

In reply to:

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Did I need an Engineer to come to my house for that ???

---

clearly not, as he had to ring someone to get it fixed anyway.

LOL

Any info would be nice

I thought some of this had been fixed?!

My last direct dealing with O.R a few weeks ago was quite painless, big load of planned works on some ANUK's and DLSC's. They had all the special notes, extended contact information, and call out details for our engineers.

The actual line work however had a couple of hicups...

Bring back good old BT as it was when I was there!



Ex WWN/NLN143 > NLA273 > NLA223

It is now a week since the Engineer came to my house.

Since then the download speed has been limited to 4,000kbps

The actual speed reported from the exchange to my house is 4,999 kbps

Is it reasonable for me to ask for the speed limit to be increased to 5,000 kbps ?

It would be nice to receive what I am paying for with Option 3 !

You won't get your speed limit increased to 5mb with a sync of 4999.

Your current sync speed has you still on a 4mb profile. You need to be sync'ed/connected at 5120kbps or higher for a 4.5mb profile.

Edited by deleted (Sat 24-Mar-07 20:38:54)