BT Broadband business

Apologies for a long post but just need some advice on what to do next. I�m not sure if this is the right forum but I am desperate.

We are a small IT company so we know our way around routers and the fault is not with our router. (I have tried three different ones.)

Monday night (26/07) last week we lost our internet connection. I phoned BT on Tuesday morning who said there was a fault on the line they would send an engineer. Engineer arrived on Wednesday and said the line was dead but he fixed it. The phone line was now working (we don�t use it as we have ISDN for our voice line) however internet was intermittent and we were told it would take 24 hrs to re sync.

On Thursday morning I phoned BT who said there was still a fault and they would now send a broadband engineer. Engineer arrived on Friday and said he fixed the fault however my internet was still ridiculously slow. The connection was dropping and pings were taking 2000-3000 ms to respond.

I showed this to the engineer who said he could see the problem and would escalate the problem. I phoned BT on Friday afternoon for an update and was told my problem would be fixed in 24 hours.

On Saturday night I called again and was told the team needed to ask me a question if anything had changed on the line. He then said he would pass it on and it would be fixed by Monday morning.

On Monday morning I lost the plot with BT and after 45 minutes on the phone they said they would send an advanced engineer out on Tuesday.

The engineer arrived on Tuesday morning and did a line test and told me it was fine there was nothing wrong with it. I showed him the problem and he said the only thing to do is a lift and shift but he would need to get it authorised.

After 4 hours on the phone trying to get two departments to talk to each other we finally got the lift and shift authorised.

Engineer disappeared to do it and called me to say it was done. I told him our internet was still poor and he said it can take up to 10 days to fully sync up but we should notice an improvement in 24-48 hours.

Is this true I personally don�t believe but I don�t know what else to do. Does anyone have any suggestions or advice please?

Is this an ADSL or an ISDN line problem? If ADSL could you post your router stats? See http://kitz.co.uk/adsl/frogstats.php or http://www.dslzoneuk.net/adsl_line_stats.php

Does anyone have any suggestions or advice please?

run the tester at speedtester.bt.com and post the output here (cut & paste plse)

and the router info as requested by others. Error statistics over a defined time may be useful.

Hi Guys

Thanks for the fast replies.

It is an ADSL connection. The router stats are as follows:

System Status System Uptime: 8:35:23
Primary Secondary
LAN Status Primary DNS: 194.72.0.114 Secondary DNS: 62.6.40.178
IP Address TX Packets RX Packets
10.10.90.2 345677 335080

WAN 1 Status
>> Drop PPPoA

Enable Line Name Mode Up Time
Yes ADSL
BT PPPoA 0:48:28
IP GW IP TX Packets TX Rate(Bps) RX Packets RX Rate(Bps)
217.34.91.254 81.134.96.1 29226 8059 27631 5932

ADSL Information ( ADSL Firmware Version: 232201_A)

ATM Statistics TX Cells RX Cells TX CRC errs RX CRC errs
1886587 4847248 0 170
________________________________________
ADSL Status
Mode State Up Speed Down Speed SNR Margin Loop Att.
ADSL2+(G.992.5) SHOWTIME 443000 8123000 13 37


I am not at the office at the moment so I cant run the BT speed tester as I dont have the details to hand. I will post these tomorrow.

There have been some reports of particular Draytek models performing poorly with BT's ADSL2+ service (2800 specifically I think, but may be others). Do you have one of these? If so, have you checked you have the latest firmware?
Have you tried forcing the mode to G.DMT and seeing if stability improves, to eliminate a possible router/ADSL2+ incompatibility?

You say you have tried different routers - where any of these other manufacturers?

Thanks Panda

I have tried another Dreytek and a Netgear router. If anything performance was worse with the Netgear but that could have been a coincidence.

Just a quick update, I have now had another call from BT who say they can see another problem on the line.

They have also said there statistics are showing that we are uploading 1GB daily. There is nothing plugged in at the moment apart from a router.

I am expecting another engineer tomorrow am and will update once he has been.

Many thanks for all the input.

Shaya

In reply to a post by shaya:

ADSL Status
Mode State Up Speed Down Speed SNR Margin Loop Att.
ADSL2+(G.992.5) SHOWTIME 443000 8123000 13 37

Those stats are awful for ADSL2+ at Attn. 37. You should be getting over 10 Meg. Are you capped at 8 Meg?

Just a quick update,

On Thursday after spending 5 hours on the phone with various different departments BT conceded there is a problem but they do not know what it is and would recommend I cancel the service.

On Friday morning I had no internet the router was showing disconnected. I checked the line and the line was completely dead.

I called BT to rant and order a new line and new internet they recommended waiting till the engineer arrived in the afternoon. In the afternoon I called to find out where the engineer was and was told they forgot to pass it on to control so he would not be coming till Monday morning.

Monday morning arrived and the internet was connected again although still slow. The engineer arrived and he was a stupid unhelpful useless half wit.

So for now I have given up and am waiting till Friday when hopefully I will have a new phone line, new broadband and hopefully look back on this as having been a bad dream.