topic Re: "BT this is your last chance............." in Archive

Re: "BT this is your last chance............."

guytomblin — Fri, 30 Jul 2010 10:22:38 GMT

After enjoying one morning of 1.5 - 2 meg broadband I am annoyed to tell you that it has dropped back down to 300 kbps. It was fun while it lasted. Please can you fix this issue so that it is permanent rather than just for three hours!!!!

Re: "BT this is your last chance............."

Fiona — Fri, 30 Jul 2010 11:41:52 GMT

I'm really sorry it has dropped again, i shouldn't have been so fast in closing the last thread!

I still have your details so will ask the technical team to ensure the case isn't closed.

Kind Regards

Fiona

BT Business Forum Moderator

Re: "BT this is your last chance............."

Fiona — Fri, 30 Jul 2010 15:02:55 GMT

I have checked with the technical team and your case is still open and inhand with an agent. They are going to keep me (and you) updated on the progress. I have private mailed you the reference number on the case.

Kind Regards

Fiona

BT Business Forum Moderator

Re: "BT this is your last chance............."

Fiona — Mon, 02 Aug 2010 12:36:32 GMT

Hi Guytomblin,

The technical team have let me know that they are in contact with you and this is being investigated to try and resolve it once and for all. I will continue to follow up the issue.

Kind Regards

Fiona

BT Broadband Forum Moderator

Re: "BT this is your last chance............."

guytomblin — Tue, 10 Aug 2010 07:35:42 GMT

Fiona

We had an enghineer out who fixed a couple of faults. The broadband the shot up to 3 meg for a couple of days. Brilliant, brilliant, brilliant. It has now dropped backed to 300kbs - Not Brilliant!

You have showed that I can receive decent (ish) broadband so please can I have back.

WHY DO YOU KEEP DECREASING THE SPEED? i AM TRYING TO RUN A BUSINESS!!!

Guy

Bison

Re: "BT this is your last chance............."

Fiona — Tue, 10 Aug 2010 11:49:25 GMT

The speeds are not manually decreesed, so it isn't someone sitting and selecting to put you on a lower speed.

Broadband services are described as 'Up to' a certain speed. This is because high-speed broadband doesn't come as a fixed speed - it's flexible. Often, the speed you get will be automatically adjusted. This is to make sure you're getting the fastest, most stable broadband service that your phone line can support. Up to 8Mb OR 20mb is the maximum speeds, which you'd only see under perfect conditions. It is perfectly normal to have speeds lower than this. If your connection is dropping the speed will drop to try and stabilise the connection.

The synchronisation (sync) speed is the speed at which your broadband modem or router communicates with the BT Exchange. This is always higher than the speed at which data will actually be downloaded over the connection. The sync rate is worked out by your phone line's characteristics, such as line length and quality. The shorter the line and the better the quality the faster the line will sync.

The BRAS profile is responsible for regulating the maximum throughput (data rate) you will receive on your broadband service. Your BRAS profile changes when a stable connection has been made for a period of time; this may be up to 3 days in some cases. The BRAS Profile will also drop should the line rate decrease significantly. This is the absolute maximum speed you would get on the line at that point, please don’t confuse this with a fixed download rate.

The throughput speed is the maximum speed that data will transfer across the connection. The maximum throughput speed is always lower than the sync speed. This is because the sync speed includes a certain amount of 'overhead data'. Essentially this is data that makes the connection work, rather than the data that gets added on to the web pages and files you download. Having the throughput speed lower that the sync speed ensures the connection doesn’t drop or become unstable.

It's perfectly normal to see throughput speeds that vary throughout the day. Broadband works on a shared network. The available capacity on the network is shared out amongst all the customers that are using the Internet at that time. This means that at busy times, when more people are using the Internet, each person gets a smaller share of the bandwidth and so lower speeds than when the network is quiet. As different people use the Internet in different ways and have different usage patterns. This can mean that the speed you see can be constantly going up and down. We have the fair usage policy in place so people do not abuse the shared network, and makes sure the service can be used fairly by everyone.

In your case, I would test your line at http://speedtester.bt.com at different times of day, to see if you see any difference in your throughput speed. Check to see what the Synchronisation speed is, and also continue to check to see if the router is dropping the connection, do any lights flash on the router? Is it beside any electrical equipment that could be interfering with the signal? What other services do you have on the line that may be interfering with the signal, PDQ maching, Fax etc. Have you tried with the equipment off the line and rebooting the router?

I have talked to the technical team and they have said they have reset the card at the exchange which should increase the speed again. You should monitor it over the next 24 hours. However, if the synchronisation speed or the throughput speed keeps dropping so dramatically there must be something that is causing it to drop, the technical case is still open and will continue to be worked on until we can find out what is causing your speed to drop out.

Kind Regards

Fiona

BT Business Forum Moderator

Re: "BT this is your last chance............."

guytomblin — Thu, 19 Aug 2010 15:07:30 GMT

Fiona

After raising the complaint my broadband has shot up to 2.5 meg and this has been fairly consistent for the last seven days. It has now dropped back to 300 k - Something is going wrong!

You have shown that it does work when you adjust things but I want it to remain consistent.

PLEASE REFER THIS PROBLEM BACK AND FIX IT FIONA!!

Regards

Guy

40 kbps - How am I supposed to run my business with that????

guytomblin — Mon, 23 Aug 2010 07:13:03 GMT

40 kbps - How am I supposed to run my business with that???? Please hurry up and fix this problem. Fiona, no more essays on upload and download speed please!

Regards

Guy

40 kbs was bad .....this is worse!

guytomblin — Tue, 24 Aug 2010 07:15:27 GMT

I have the luxury of broadband with bt. The download speed this morning is a frankly awesome 8 - 24 kbps.

Thanks BT.

Guy

Bison

Re: 40 kbs was bad .....this is worse!

scribblesvurt — Tue, 24 Aug 2010 09:06:01 GMT

That really is shocking.

Re: 40 kbs was bad .....this is worse!

Fiona — Tue, 24 Aug 2010 10:15:34 GMT

Hi Guytomblin,

I'm sorry to read that your speeds have dropped again. I have looked at the technical issue and it is still open, from the details I can see that you have discussed this with the agent who has your case and this was going to be monitored until Wednesday as your speeds are fluctuating.

It may be quicker to call the technical team directly when the speeds drop as cases are not picked up directly from the forum. This is with the technical team, and you should have a contact number and reference number for the case. I have sent you a private mail with these details for future reference.

In this instance I have contacted the technical team for you to say your speeds are still very poor. If you would like to talk to them directly you can contact them through the contact us section of the website with the reference number i have provided in your private mail.

I am sorry that the speed issue is still outstanding.

Kind Regards

Fiona

BT Business Forum Moderator

NO I WON'T CALL THEM DIRECT ON....................

guytomblin — Wed, 25 Aug 2010 07:44:01 GMT

Cruising along with an awesome 240 kbps this morning! Slick work BT!!!

A very helpful lady called Joanne is now helping me - for once she is a pleasure to deal with! Try and hang on to her BT!

Fiona,

The reason I do not want to call ANY of you technical help/customer services lines is because, in my experience, they are completely unable to help. I am fed up with being passed from pillar to post and hearing all of your excuses.

I imagine I am like many of you customers on here - we have given up calling you and feel that the forum is our last option.

Over the last two years I have wasted DAYS - not hours - trying to get a service that I pay for fixed. Unfortunately BT does not value it's customers and sees them as an annoyance - particularly when they have a problem that needs fixing.

Your company's attitude is a disgrace! You only have to spend time talking to your engineers to see how incompetant BT is.

Regards

Guy

Re: NO I WON'T CALL THEM DIRECT ON....................

Fiona — Wed, 25 Aug 2010 08:32:04 GMT

I am sorry you have had such a bad experience with our telephone helpdesks in the past. I am glad, in this instance, you have an agent working with you who is proving a change from your past encounters with the technical help team.

Although we will try and assist where possible on the forum, technical issues are not picked up directly from the site. If customers are experiencing technical problems with their connection, and the issues can not be resolved through this medium or through the help and support files, we would always suggest that they talk to the technical heldesk.

Your case is with Joanne, and she will be working with you to try and determine why your connection speed keeps 'dropping' after a couple of days, and to ultimately come to a resolution.

I am sorry for all the problems you have expereinced, i will certainly keep an eye on the progress of your case.

Kind Regards

Fiona

BT Business Forum Moderator

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Another morning wasted and it still doesn't work

guytomblin — Wed, 25 Aug 2010 12:42:19 GMT

The engineer arrived today and ran some tests. After several hours the fault was traced to our Redcare alarm monitoring not having a filter attached. Get a filter fitted and voila!!!

After several phone calls it turns out that Redcare reccommend that NO filter is fitted. Back to square one! Another morning wasted!

GIVE ME BACK MY BROADBAND!

Regards

Guy

Bison

Re: Another morning wasted and it still doesn't work

Fiona — Wed, 25 Aug 2010 12:46:20 GMT

Did the broadband begin working after a filter was fitted to the redcare, but it has been removed and now it doesn't work again? Or did fitting a filter to the redcare not work and you still have a slow broadband speed?

Have you talked to Joanne about this?

Kind Rergards

Fiona

BT Business Forum Moderator

If you like any posts, please click on the star image on the left-hand side of the post.

Re: Another morning wasted and it still doesn't work

guytomblin — Wed, 25 Aug 2010 15:33:07 GMT

A filter has not been fitted to Redcare. It was simply your engineer's theory as to what may or may not work. He was subsequently told that a filter should not be fitted. He then realised he was back to square one and left our premises.

See below:

1. Engineer arrived and commenced tests

2. Engineer thinks a filter should be fitted to Redcare (he did not actually fit a filter!)

3. Engineer advised by Recare that a filter should NOT be fitted.

4. Engineer scratches his head and say umm a couple of times.

5. Engineer departs and says "You never know the speed may increase by its own in a couple of days"

6. I laugh and tell him "I don't believe you and I don't think it will when you haven't actually done anything"

The End

Regards

Guy

Bison

Re: Another morning wasted and it still doesn't work

Fiona — Wed, 25 Aug 2010 15:45:17 GMT

Thanks, i was a little confused by the post about the redcare, sorry. So i take it you have redcare and broadband on the same telephone line. Do you have any other lines in the premises or just the one line that you use for Broadband, redcare and calls?

I have passed the above information onto the agent dealing with the case.

Kind Regards

Fiona

BT Business Forum Moderator

If you like any posts, please click on the star image on the left-hand side of the post.

Re: Another morning wasted and it still doesn't work

guytomblin — Wed, 25 Aug 2010 16:19:50 GMT

We have another line that is used for calls.

What i really don't understand is that broadband used to work - we have not changed anything this end.

Re: Another morning wasted and it still doesn't work

timeout — Wed, 25 Aug 2010 17:20:54 GMT

It sounds like either:

the redcare is in fact causing the problem, Is the redcare wired or plugged into the socket? Are there any additional sockets on the same number? If yes are all of these filtered. Generally speaking you do need to have all non ADSL devices filtered but as far as i know there is a particular redcare system that will allow you to run it with no filtering.

If its not that then id say maybe bandwidth problems at the local exchange. It looks as though by what your saying the connection slows at certain times? If all the above is looked at i would probably request to speak with a manager within BT and get them to get BT wholesale to check the bandwidth. Infact you can check if an exchange is running 'hot' IE not enough bandwidth for the amount of users through plusnets exchange checking utility (ill post the link below) If it is running hot, exchange VP status would be red then id advise BT of this as BT wholesale rarely proactivly upgrade the bandwidth on exchanges due to cost

Link to Exchange checker http://usertools.plus.net/exchanges/

8 KBS BROADBAND!!!!!! - HURRY UP AND FIX THIS, MY BUSINESS IS SUFFERING AND YOU DON'T CARE!

guytomblin — Thu, 02 Sep 2010 08:47:17 GMT

I am still waiting to get this resolved. Bt Sales were going to call me to arrange the changes to the line that are needed. How am I supposed to run a business when a web page takes 5 or 6 minutes to load (if at all)

Please can we have some urgency to get this addressed. I have been very patiant but I am getting very annoyed. Please understand that this affects my business, my pay and ultimately my family!!

The speed today is 8 kbps. We know there is a problem so please get on and help me.

PLEASE REMOTELY RESET AS YOU HAVE DONE NUMEROUS TIMES AT LEAST THEN THE BROADBAND WILL WORK AND I CAN CONTINUE TRADING.

Regards

Guy

Bison