When is a fault not a fault?

[cfish]

Hi everyone. I notice that most new threads on this forum go unanswered, so this is a long shot...

I've been with BT Business Broadband for almost a year. We work in a rural area, so don't expect fast speeds but mostly we get around 2.4Mb/s - not great but just about usable.

This week, our broadband speed has gradually deteriorated. Currently we are getting 0.13Mb/s. Naturally, I've been through all the BT online checkers and diagnostincs. The result is that there is appaerntly no fault with my connection and we are getting the best speed possible on this line. Clearly, this is not true because we have done consistently better than that in the past. Internally, we've changed nothing and I have tested the connection with our backup modem (a different model) but with the same results.

What is the best way to progress my enquiry? BT won't send an engineer because there is no fault (apparently).

[Burkem5]

What i would do is contact us direct either via the livechat or the phone.

Its clear that something has caused the line to deteriorate and we need to investigate 

Thanks 

[cfish]

Just contacted support who have now conformed a fault on the line. It's not a good idea to trust the automated fault checker. It will tell you there is no fault when, in fact, there is.

[downhampdw]

I wondered if it could be the linebox or a filter plugged into it. Just a thought.

[cfish]

Was told by online support centre that the problem is caused by a fault on the line and this was to be passed to the network fault team. I have a fault reference number and an email telling me I can track the progress of this fault. But guess what? When I go to the fault tracker and enter my reference number 24 hours later, there is no fault! And yet my broadband still runs at 0.13Mb/s.

So, when is a fault not a fault? When it's on my phone line

Do I contact the support centre again and ask them where my fault went?

[Burkem5]

Hi Cfish

What happens when we send a fault off to the network investigation team is this

1. Automatic Diagnosis is done,  that way if its something simple like a port needing cleared we can get it sorted pretty quickly.
2. The Network team look into whether the issue is still there,  if it is they check their 3 main areas.  The exchange, the profile, the routing.
3. If we can see a fault in any of these we can get that fixed either by assigning the job to a specialist exchange engineer, after that it gets a bit complex for me
4. Once the fault has been resolved or if more diagnosis is needed the contact team call you to work through the issue.

The whole process can take a maximum of 48 hours,  we will contact you.  If the contact is late or if we miss you when we phone call in to the tech desk and we will go through the next steps to sort this for you

Thanks