Hi
have had a 1Mbps connection with Tiscali since January 08 . It was GOOD with a connection speed of 2Mbps . The download speeds were always above 950Kbps which is what I was paying for.Then I went mad and registered for an upgrade to 8max. The day the upgrade was confirmed was the beginning of my problems
25/07/08 Morning connection as normal 2Mbps up to about 12:00hrs
25/07/08 telephone line went down , phoned BT , work ticket issued etc
25/07/08 telephone back ok . Internet connection now down to 576Kbps. next 3 days logging on for about an hour at a time ,about 3 times a day showed no improvement to my connection speed .
During this period started checking my line capacity and exchange capacity
My line was reported to be able to support 2Mbps + the exchange as 5.5Mbps
28/07/08 tried to report my concerns that this was not behaving as expected,to Tiscali and you can guess the response "The connection takes up to 10 days to settle.
05/08/08 reported fault to Tiscali >the response was a five pages of rubbish not really addressing my concern ,I replied telling them that I connected directly to the BT socket and even used 2 different filters with No change to connection speed .
06/08/08 Tiscali response another 5 pages with no acknowlegement of my reply to them. I replied again repeating my previous statement regarding doing a direct connection to BT socket.
07/08/08 Tiscali replied acknowleging my direct connection test.This advisor informed me that my line could only support 2Mbps. and that I should regrade to 2Mbps package . I expressed my surprise that they had not found this out before attempting to upgrade to 8Max.But I decided 2Mbps was better than 576Kbps
They upgraded the problem to their Technical dept.
08/08/08 received "congratulation upgrade successful"
? funny still connecting 576Kbps
09/08/08 received phone call from technical support basically saying "your line only supports 0.5Mbps and you can lump it "
I checked line capacity and yes It was now down to 0.5mbps.I couldn't believe it , every time I had checked it was 2Mbps.
Since then I have requested some answers from tiscali to explain why I am now worse off than I was before.
I have had about 20 Emails in total with NO answers to why it should. No real attemptto take ownership of the problem.
20/08/08 sent mail to complaints (Richard Lawrence). he replied with a phone number to ring . I rang ,problem he was not available.
22/08/08 he has gone on holiday
received another Email from support staff a couple of days ago 29/08/08 told me that my line supports 2Mbps.That I should regrade to 2Mbps package . what??? I did that 07/07/08
4hrs later another Email from technical staff told me that my line only supported 0.5Mbps There is more but enough is enough.
I have done some checks using your site and this is the information I have found .can anyone help.
MY stats Using DR TCP
WANCommonInterfaceConfig
ReceiveAttenuation_dB= 33
ReceiveMargin_dB= 30
RxOutputPower_dBm= 0
SendAttenuation_dB= 18
DownstreamMaxBitRate= 576000
UpstreamMaxBitRate= 288000
WANAccessType= DSL
ADSL Exchange and Line Checker using (Kittz.co.uk)
Estimation of your maximum rate adaptive adsl speed
Downstream
Attenuation 33 dB (this is from Dr Speedtouch)
ApproxLine Length 2.39km (calculated from attenuation)
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dslMAX 7680 kbps IP Profile 6500 kbps this is what could be expected
adsl2+ (21CN)13088 kbps IP Profile 11000 kbps not enabled
adsl2+ (LLU) 13088 kbps Throughput 11583 kbps not enabled
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Exchange information
Exchange: Amlwch. BT Code: WNAML
Location: Mona Street, LL68 9AN.
ADSL enabled : March 9, 2005
dsl Max enabled: March 31, 2006
SDSL enabled : Not Enabled
21CN due : no info
Distance:- Direct: 1.19 km
(appx)* By Road: 2.09 km
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RAG Test Results
Fixed: 1Mbps and 2Mbps not possible Why not I was on 2MBps connection till 25/07/08
radsl: 512Kbps and 256Kbps available
MAX: ADSL Max is available
SDSL: Exchange Not Enabled
TPON: TPON/Fibre not recorded
Check:
The check identified another service on your line which may prevent you from ordering a new ADSL connection. Examples are : Existing adsl connection, DACs, LLU, TPON
C = Compatibility issue found. This could be several things eg. existing ADSL connection, pending ADSL order on line, ISDN, DACS, TPON, LLU, some alarm systems.
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IS there a DACs problem ?? It seems odd that all my problems originated since my phone was off line on the 25/07/08 the day You/BT carried out my upgrade!!
Checking my friends number 01407830****, about 50 metres away ,he has same quoted max speed of 0.5 Mbps yet his download speeds are >3Mbps.
My 3 other neighbours 2 of which are on broadband have downloads of about 4Mbps, the other one has no internet but her line capacity is 5.5 Mbps .We all share the same pole.and have all had phones for similar time
Regards
Jeffjavascript:void(0);