on 07-02-2011 0h54
About 4 days ago I had a weird access 503 error. Ever since my speed has been completely stuck at 0.5 Mbps everyday, at all times of the day. Before this, I would get 5.4 Mbps if not more, sometimes less, but very rarely under 1.5Mbps .
What I find strange is that my upload speed is pretty normal, and on speedtest.net it usually wavers all over the place until the download finishes, but now it hits 0.5 and stays there steady as a rock. Which makes me think there is some kind of choke going on somewhere.
I bucked up the courage to call the woeful BT Broadband phoneline a couple of days ago and they told me they'd do some sort of testing process that would last 10 days.
However the speed hasn't changed whatsoever and it's getting a little tiring.
The following numbers mean nothing to me, but I know people can tell a lot from them, so:
ADSL line status
|Connection time||1 day, 1:04:51|
|Noise margin (Down/Up)||12.2 dB / 7.0 dB|
|Line attenuation (Down/Up)||53.0 dB / 31.5 dB|
|Output power (Down/Up)||16.7 dBm / 12.5 dBm|
Any suggestions will be greatly appreciated, yes I've tried power cycling and resets, but that's as far as my Broadband fixing knowledge goes.
Many thanks in advance.
07-02-2011 11h28 - edited 07-02-2011 11h28
on 07-02-2011 11h43
Your line appears to have deteriorated, as you're now only sync'ing at <1Mbps.
There's a sticky at the front of this forum, which might be a good place to start.
on 08-02-2011 19h34
on 08-02-2011 20h01
on 09-02-2011 1h19
15-02-2011 19h15 - edited 15-02-2011 19h16
And what do you know, ten days later, complete failure to fix the problem.
So I gathered my courage and faced the BT broadband phone help once again, more tests, and hey presto a fault with the connection from the exchange, she said she'd call me back in 5 minutes.
1 hour later, no callback, so I call up again, answer the same useless questions I'd answered multiple times but they seem unable to write down in a customer log, so what the **bleep** is the point in asking them I wonder? Again, they find a fault and I have to report it to the phone line help desk. Redirected to the help desk, tell them the problem, she runs the exact same test, finds the exact same fault, but now says she has to redirect me back to the Broadband people. Deep breath.
Understandably my patience is completely out the window at this point, and when I'm redirected to yet another person in the department I'd originally called, he ask the exact same stupid questions I'd answered not 10 minutes previously. His solution? To do a line reset for 10 days, the same useless, ineffectual thing they started on the fifth. I started raising my voice at this point, saying that they'd already done this, it hadn't worked, they either needed to send an engineer or try something else. I had to repeat this several times before he understood, then the initiative struck him to check my case file to see that yes, this had already been done. So he said I'd have to wait 24 hours for a supervisor to call me back.
Completely unacceptable, i told him to put me through to a supervisor immediately. I got the same spiel from the supervisor, he needs 24 hours to run more tests, but he says there isn't any fault that he can see on their end. So he's clearly not capable of even finding the fault that 2 of his subordinates had just found.
At this point I bollocked him. I feel bad about it, it's not really his fault, it's BT's for thinking that a call centre in India with no authority to contact BT Openworld, who deal with all the connection issues, and completely insufficient training would be an acceptable way of dealing with their broadband customers. But what can I do? I have no choice to wait 24 hours for him to run yet more tests, and wait for a call back.
I won't be holding my breath, I know I'll be doing this over and over, day after day until someone actually schedules an engineer to come and check the fault, and it fills me with dread.
This is a disgusting way to treat customers, and it's completely unfair to train these people so badly and then expect them to deal with incredibly technical, specialised problems from the other side of the world. I feel vile for shouting at them, but everything else seemed completely ineffective.
I hope there's a special corner in **bleep** for Osama Bin Laden, but I could not in good conscience recommend him BT broadband, that is how awful this service truly is.
on 15-02-2011 20h34
Sorry to read of the problems encountered, If you haven't already send an email to the email address in my profile.
It is listed in the section 'about me'
Please include your BT account number,telephone number and link to this thread.
|Did you get the help you needed?|
Help others by clicking on ‘Mark as accepted solution’
|Show your appreciation!|
Click on the star next to a reply to say thanks
|Help guide to using the community? Click below|
|Make sure you are logged into the forum otherwise you will not see our contact link when a moderator offers help. When sending us your details please don’t send a Private message (PM), we can’t deal with account/service issues via PM so please use the contact link. Thank You|
on 16-02-2011 20h53