Kitz Forum
Broadband Related => ADSL Issues => Topic started by: Burrows on June 24, 2007, 07:31:55 PM
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Hey, ive been having problems involving download speeds on my BT Hub 8mb router... I have a small knowledge about internet connections an that so yeh i need a bit of help, an i thought that coming an posting here would be an ideal place as i have seen alot of forums with kitz in =]
Overall i am just disappointed as i am hitting really poor download speeds... i was hittin faster at some points when i was with tesco broadband =\
i have done a test aswell to firstly help u out maybe =]
i have found that am still gettin the same result during peak an off-peak times aswell*
IP profile for your line is - 2000 kbps
DSL connection rate: 448 kbps(UP-STREAM) 8096 kbps(DOWN-STREAM)
Actual IP throughput achieved during the test was - 1769 kbps
or by the 2000kbps... does that mean how much only that my line can take?
thanks for any help =]
much appreciated
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Hi and welcome. :)
Can I ask how log youve been on Maxdsl with BT? Reason I ask is we need to know if you are still in the 10 day training phase.
If you have consistantly sync'd at 8096 kbps then your IP profile should be actually be 7000kbps.
I'm wondering if you have the dreaded stuck bRAS profile - especially with it being at 2000 - as mentioned half way down this page
http://www.kitz.co.uk/adsl/maxdsl2.htm
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ive had it only for a few days... err last wednesday i think =\
just that ive been reading up that there is slow speed problems everyone is getting
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hmmn cud be that.... i have also read though, that leavin ur modem on for 3 days, will make the speed better =\
as i turn my pc off everyday when i finish with it, so yeh the modem goes off too..
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>> ive had it only for a few days...
You will still be in your 10 day training period. Whilst the DLM should adjust your IP profile immediately, in the past Ive seen BT customers whom BT refused to do anything about this until the 10 day training period has expired. (BTw say faults shouldnt be raised about certain things during the training eriod and some ISPs take this to the letter).
It may well unstick itself in the next few days, but keep an eye on it, if it hasnt unstuck then you need to contact your ISP advising them that you appear to have a stuck bRAS profile ensuring that you mention
1) You have had constant syncs of (8096)kbps.
2) Performing a BTw Performance test shows that your IP profile for the past (x) days has been (2000)kbps... not 7000 which should be applicable for a line syncing at 8096.
You could perhaps try a bit sooner, you may fall lucky and hit on a CS Agent at BTr who is aware of the stuck bRAS problem that sometimes occurs.
Good Luck let us know how you get on.
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thanks for your help =]
appreciated..
shall keep u updated! ;)
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yw
fingers crossed that it gets sorted :)
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hmmn ive just tried a test this morning an ive gotten a slight bit different results
Actual IP throughput achieved during the test was - 1869 kbps
but this part has risen =\
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>> Actual IP throughput achieved during the test was - 1869 kbps
What was the IP profile?
That looks like you are still being limited by a 2000 IP profile.
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yeh same for everything else :)
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If your router sync speed is also still the same - then its looking like a stuck bRAS.
You will need to contact your ISP to get BTw to fix it.
Its happened to me a couple of times, once when I first got max, the 2nd time after BT had done some work at my exchange and I got moved to another RAS.
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ok i have notified them by email firstly, as u still say about the 10 day trial period
if i get a good reply, an maybe a fix... i will not have to waste my time on the call centres which arent much help at times :-\
i mentioned all the parts about the stuck bRAS profile, quoting some of the things you mentioned :)
now all i have to do is wait for the reply
thanks again
you have been very helpful :D
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ok i have got this response, as u said about the 10 day period.... they think this is the problem, and should be ok within 3 days
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Dear Mr. Burrows,
I understand from your e-mail that you experience slow broadband connection. I am sorry for the inconvenience this has caused and am here to assist you.
Please note that I have checked the records and found that your account has been upgraded to up to BT Total Broadband from 19th June 2007. Therefore, please wait for a period of 10 days, which is called 'Optimisation period'. Your speed and connection will vary during this time. Please turn on the router and browse for the maximum duration during this period. After this period, you will be able to get the standard speed. Further, you will see the difference in the speed after the optimisation period.
Please visit http://www.bt.com/broadband/help for solutions to most technical questions and to contact us in the future.
Thank you for using BT Total Broadband.
Malathi
BT Total Broadband Support Team.
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I think that must be their standard response :-\
>> Your speed and connection will vary during this time
This is the bit thats been overlooked - your speed isnt varying - cause its got a stuck bRAS. Some ISPs are more aware of this happening and helpful.
Keep an eye on it - it may just clear, but if not youre going to have to wait the 10 days. :/
Let us know what happens.
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k i have waited ten days... an the same results are occuring :-\
another complaint to bt will be the be the result tbh
expect alot more from them :(
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k i have now received this email off BT
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Dear Mr. Burrows,
I understand from your e-mail that you are experiencing slow speed broadband connection as the IP profile has been stuck to 2000kbps. You were advised by a professional to contact us in order to resolve the issue with the BRAS. You have also run a line test on your line and provided us the details. I am sorry for the inconvenience caused and am here to assist you.
Please note that I have run a line test from the exchange to your premises and found that there appears to be a fault in your line. In order to escalate this issue to our Line Faults department and to proceed further, please provide us with your convenient date and time (between 9:00 hours and 21:00 hours BST) to arrange for a call-back. One of our technicians will contact you and provide further assistance. Please include the following details when replying:
1. Which modem/router do you use to access the BT Total Broadband service (Example, BT Voyager 205)?
2. What is the light status on the modem/router?
3. What operating system are you using (e.g. Windows 98SE, Windows XP, MacOS X 10.2)?
4. Do you use anti-virus, firewall, privacy or parental control software?
Please visit http://www.bt.com/broadband/help for solutions to most technical questions and to contact us in the future.
Thank you for using BT Total Broadband.
Srikamatchi
BT Total Broadband Support Team.
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It must seem like wading through treacle, but I guess this is progress.
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That response was kind of hopeful until it got to
Please include the following details when replying:
1. Which modem/router do you use to access the BT Total Broadband service (Example, BT Voyager 205)?
2. What is the light status on the modem/router?
3. What operating system are you using (e.g. Windows 98SE, Windows XP, MacOS X 10.2)?
4. Do you use anti-virus, firewall, privacy or parental control software?
It is quite interesting how there are required to ask for this information when they have accepted it is a stuck IP profile.
Please note that I have run a line test from the exchange to your premises and found that there appears to be a fault in your line.
When I first contacted them about what I initially thought was a stuck IP profile, which it actually wasn't, I was told the same thing - that a line fault had been discovered and that it would be escalated. A day or two later I had another e-mail saying that whilst I had reported a fault, no fault could be identified!
It must seem like wading through treacle, but I guess this is progress.
I agree it looks to be progress - someone has acknowledged the IP profile is stuck. When anyone will actually sort it out is a different matter.
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I really feel for you :) I too am a battle scarred BT Broadband customer. I can only hope that as you seem to have a pretty good synch rate, your line should be fairly hassle free once your IP profile is sorted. if you do have any problems you will need a lot of good luck as their customer service and communication between their own departments is absolutly dire. I for one cant wait to get out of contract with them. Check out the dedicated BT area of the forum over at ADSLguide or "thinkbroadband" as it is now known.
My prediction for this situation is one of two things-
1- You will get messed around by BTTTB and eventually they will book an openreach visit. The engineer will most likely find no fault on your line but advise you to keep it connected to your test/master socket. The problem will get bounced back and forth and eventually BTTB will requst that BTW sort out your stuck BRAS. In the meantime BTTB will make several random calls from various departments from the Indian call centre. Some will want to close the issue some will be calling tosay it has been esculated. Eventually your line works.
2- You get VERY lucky and your exchange sorts your line out all by itself over the next few days
Either way, my advice would be connect your hub to the master socket, leave your router turned on all the time once its sorted and employ the "dont fix what aint broke" theory. Oh, and pray you dont get any further probs :)
Sorry if all this sounds a bit cynical but I (as have many others) have come to hate BTTB!
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lol The first paragraph looks personalised..
From para 2 onwards that looks like standard script and it goees downhill.
I agree with soms that soms that the info requested isnt at all relevant in the case of a stuck bRAS profile.
The line test fault, Ive seen that report similar in several other cases too, where at a later date nothing shows up as to what the fault is.
If I were you provide them with the info they requested.. but once again stress that you have a stuck bRAS and that the requested information is irrevant, since the bRAS profile is set by BT Wholesale in their systems.
Over the past year or so, several users have had the same problem as you... the hard part is sometimes trying to convince the ISP what a stuck bRAS is, since their first line support dont really have much of an idea of how the DLM system works. A few people have actually linked to their ISP support my page on how maxdsl works pointing out the relevant stuck bRAS section before it sinks in with the ISP. :(
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my god, i feel so sorry for anyone who has a technical problem with their bt broadband.
i am as battlescared as anyone with the probs i've had trying to get bt to admit that they are throttling my torrents. i've had 2 engineers out who confirmed my line was ok, the last being last wed. then i had a text message from bt saying that the prob had been sorted and to ring if the prob still exists. i rang them to report that the prob isnt fixed (for the umpteenth time) but the indian guy had never heard of the term torrent, and his supervisor hadnt either, then he passed me onto another 'helpline'. i rang them - same result. so i rang disconnections who convinced me to talk to bt's network dept. the first thing i asked him was what he knew about traffic shaping, he replied nothing, so i asked to speak with someone who did .... then he cut me off >:(
i then checked my email and i had one from bt, you arent gonna believe it but heres some quotes from their new 'fair use policy' which was published an hour after the engineer left my house:
"BT will monitor network performance and may restrict the amount of bandwidth available to very heavy users during peak time to ensure that the majority of the customer base has a good customer experience. There will be no restriction imposed outside of these peak times."
" A minority of users (around 2%) far exceed all others in terms of bandwidth demand, some using 600 GB per month. We have taken the decision to limit bandwidth available to these users at peak times."
"We will apply speed restrictions that limit the available downstream capacity for certain applications during the period when we experience peak network bandwidth demand.
In particular, our data shows us that P2P activity for certain heavy users consumes a disproportionate amount of available bandwidth and this will be the focus of some of our controls."
I CANNOT BELIEVE THIS!!
i've spend 5 months on the phone almost daily accusing them of the above to which they've denied it to the hilt !!!
hell are they gonna get a letter of complaint from me !
the worst thing is that now theres absolutly nothing i can do about my slow torrents until my 12 month contract runs out.
ahhhhhhhhhhhh !!!!!!
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I get shaped and last month my useage was 30 gig and in june it was about 15. Im on the alegedly unlimited option 3. I intend to take them to task that the sales blurb says they will always provide the "fastest connection possible". Ok yes, they synch you at the highest possible speed (or rather BTW do) then throttle you down to speeds less than you had on the old fixed speed connections FFS! I bet the CEO's line doesnt get bottle necked...
Saying that i bet he goes with a decent ISP
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;) yeah i bet !
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yeh an u think this problem should be able to be fixed.... without an engineer? cause i agree with alot of ur posts about them not understanding, i might do that and send them another email saying the contact is irrelevant as i have no fault in my line and.... that i have a stuck BRAS profile..... with this linking it to this page explaining on what it means.
i might try that later. :-\
thanks for all the feedback ppl, helping me alot :)
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Hi Burrows.
>> yeh an u think this problem should be able to be fixed.... without an engineer?
A stuck bRAS is a reasonably common event - like I say Ive suffered twice from in in the past.
When MAX first went live a very large portion of users - particulary those on on good lines - suffered from this problem.
Those ISPs that mass migrated their users to MAX during the early days soon became very aware that a stuck bRAS could happen. These days it isnt as common as it used to be - but it still occurs on occassions.
It doesnt need an engineers visit to fix and is something that your ISP should be able to raise direct to BT Wholesale for them to reset your bRAS profile.
BTw do this remotely and once you actually get your ISP to understand what the problem is, then it should be pretty easy for them to get resolved for you.
You may well have to wait the full 10 days though just to see if it does right itself, but in my experience if it hasnt sorted itself in the first 5 days, then it is stuck.
>> with this linking it to this page explaining on what it means.
By all means link to either this thread - or the Stuck bRAS article on my MaxDSL (http://www.kitz.co.uk/adsl/maxdsl2.htm) page - like I say others have done so in the past to help the ISP twig what the fault actually is.
Your line is syncing at the higher speeds, but the results of the BTw speedtest confirm that your IP profile would indeed appear to be stuck.
Good Luck :)
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ok i write paragraphs an paragraphs to them about the problem an this is what i get back... tbh BT dont have a clue, oh well i shall give it all ago worth a try :-\
the first paragraph looked hopefull but yeh.... again disappointed
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Dear Mr. Burrows,
I understand from your e-mail that you experience slow connection speed. You also wish to reset your BRAS profile. You want this issue to be resolved and am here to assist you.
On behalf of BT, I apologise for all the inconvenience caused. This does not reflect the high standards of service we strive to deliver to our customers. The problems such as those experienced by you are being constantly monitored for continuous and swift improvement. Your valuable feedback will be used to identify problem areas in order to provide customers with the excellent service they expect from BT. This issue might be due to the following reasons:
1. Loose connection of the cables.
2. Old temporary files and cookies.
3. High usage of system resources.
4. Firewall software on your computer.
Please follow the steps to check the connection cables:
1. Shut down the computer.
2. Switch off the modem / router.
3. Unplug all cables from modem / router.
4. Wait for ten seconds.
5. Plug all cables back in.
6. Turn on the router.
7. Switch on the computer.
Please follow the steps below to delete the old temporary files and cookies on your browser:
1. Click on ‘Start’ menu.
2. Choose ‘Control Panel’.
3. Select ‘Internet Options’.
4. Under the ‘General’ tab, go to the section ‘Temporary Internet files’.
5. Choose ‘Delete Files’.
6. Click on ‘OK’.
7. Select ‘Delete Cookies’.
8. Click on ‘OK’.
9. Select ‘Settings’.
10. Check the option ‘Every visit to the page’.
11. Click on ‘View Files’.
12. Select all the files and delete them.
13. Click on ‘View Objects’.
14. Select all the files and delete them.
15. Click on ‘OK’.
16. Select ‘Apply’ and then on ‘OK’.
Please check the system resource by performing the steps given below:
If you are using Windows XP/2000 Operating System, please follow the steps mentioned below.
1. Press ‘Control, Alt and Delete’ at the same time.
2. Choose ‘task manager’ and click on ‘performance’.
If the ‘CPU usage’ is less than 6% it is normal. If not, please delete the unwanted software that you are not using or contact your system vendor to increase the memory space.
If you are using Windows 98/ME, please follow the steps mentioned below.
1. Right click on ‘My computer’.
2. Click on ‘Properties’.
3. Select ‘Performance’ tab.
4. System resources should be greater than 70%.
If the ‘System resources’ is greater than 70%, it is normal. If not, please delete the unwanted software that you are not using or contact the system vendor to increase the memory space.
Disable the firewall and anti-virus software and try to access the Internet. If you are able to access without any issues then please enable them and contact your firewall and anti-virus vendor to change the settings in it.
If this does not resolve your issue, please send a reply to this e-mail with the following information:
1. A convenient time and date to arrange for a call-back.
2. Make and model of the modem / router. (Example: BT Home Hub, BT Voyager 2091)
3. The light status of your modem / router. (Example: green, blinking green)
4. The error number or message you get when you try to connect to Internet (if any).
5. The browser you are using in your computer. (Example: BT Yahoo! Browser or Internet Explorer)
6. Name of the security software like anti-virus or firewall (if any).
7. The operating system of your computer. (Example: Windows XP, Windows 2000)
8. Visit the following website and run the speed test three times at different intervals and let us know the results:
http://speedtester.bt.com
Please visit http://www.bt.com/broadband/help for solutions to most technical questions and to contact us in future.
Thank you for using BT Total Broadband.
Saranya
BT Total Broadband Support Team.
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understand from your e-mail that you experience slow connection speed. You also wish to reset your BRAS profile. You want this issue to be resolved and am here to assist you.
On behalf of BT, I apologise for all the inconvenience caused. This does not reflect the high standards of service we strive to deliver to our customers. The problems such as those experienced by you are being constantly monitored for continuous and swift improvement. Your valuable feedback will be used to identify problem areas in order to provide customers with the excellent service they expect from BT. This issue might be due to the following reasons:
...
It just makes you cringe :no:
I admire your strength, I think I would have given up after that reply, it shows a complete lack of knowledge or competence when the problem/issue is so very clear.
You could reply "i tired all that, and smacked the home hub against the wall a few times and I still get the same IP profile"
Really you have to wonder how this can be called technical support or even any form of customer service.
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OFFS
Jeeze thank gawd its not me writting a reply or I would have lost it.
Its just totally shown that
1. They havent even read your email
2. They havent got a frigging clue.
How the hell a stuck bras profile can be fixed by doing any of those things is beyond me.
Deleting your cookies aint going to make the slightest scrap of difference and is a total insult.
Want me to do a reply for you????
lmaooo it would be full of expletives. hahahaha
Seriously at this stage I would reply back to them saying something along the lines that the last reply was a total insult on your own intelligence. They havent even bothered to read your mail properly
I would also be tempted to say that in view of the fact that they are not willing to look at a problem which you know the solution to... therefore the help desk is totally useless.
As such if they cannot fix this by kindly raising the fault to BTw as a stuck bRAS fault then you will look at migrating to an ISP who will be able to.
For christs sake they even asked you to do a BT speedtest. If they looked at the friggin test then theyd see that it was you IP profile restricting you.
Ask them to do a xdsl check on WOOSH where they can check your IP profile (Thats if they bleedin know what a WOOSH test is!) Christ do you have to do their job for them.
Pillocks!
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sure my friend, if u can come up with something that will convince them on what is going wrong =]
ive tried everything, posted links.... quoted what u have said.
suppose another attempt, with it written in ur way... i wud try that
if that doesnt work, it will be a complaint email then :-\
maybe they take more seriously to them...
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LOL I had months of this and racked up over 40 logged hours of calls on my itemised bill to BT. They are useless *****!
What you need to do is
Ring 150 or BB sales and ask to be transfered to:
Broadband service - explain briefly what has happened
INSIST on getting through to the UK helpdesk, this may take a few trys.
UK transfers as they are called are pretty good and will sort you out. Good luck
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Draft letter.
I am writing this on behalf of one of your customers who is having extreme difficulties trying to get a problem resolved. I am very dismayed at the responses that you have given to your customer, despite him giving you all the information which you need to resolve his particular fault.
Now please read this email carefully and in FULL, please do not come back with any of the scripted answers as have been provided elsewhere and we have seen in the past.
Problem
~ Maxdsl line
~ Consistently syncing to the exchange at 8096 kbps which is top speed for an interleaved line.
~ Maximum throughput speed in the region of 1800 kbps regardless of which speedtester used.
Tests performed.
~ Connection speed flatlines at 2Mbps speeds constantly no matter what time of day.
~ Good line showing good adsl line stats and should prove problem free for Max
~ *** BTw Performance checker shows an IP profile of 2000 kbps. ***
Diagnosis
~ *** IP profile is NOT changing after the mandatory 3 days of higher sync speeds as it should ***
~ ** STUCK BRAS PROFILE**
Solution
~ Needs raising direct to BT Wholesale as a line fault due to having a stuck IP profile, requesting a re-set.
Please do NOT write back to your customer suggesting they check their firewall, router or anything else.
The problem is pure and simple that it is the BT Wholesale IP profile that is limiting the end users speed at the RAS. No amount of configuration or checks that he can do will make any difference.
Do not bother performing a line test since it will likely come back as fault not found. However it is recommended that you perform an xdsl check via WOOSH where you will very easily be able to confirm that the IP profile is still stuck at 2000, and needs raising to BT Wholesale who are the only ones that can fix this fault.
If you personally do not understand what I am talking about, then ensure that this fault is passed on to someone who at least understands how adsl in the UK works. If you would like to know more information about how adsl actually works, and how the bRAS profile is affecting this particular account then check out this page here:- http://www.kitz.co.uk/adsl/maxdsl2.htm
The ineptitude of BTs helpdesk so far has been recorded on a public forum, and is making your help desk look totally useless. If this shocking service that he has received so far continues then I will be suggesting he raises a complaint direct to a contact I have at Ben Verwayeens office.
Thank you for reading this and hopefully this time someone will do something about your customers problem.
*Kitz*
Owner of www.kitz.co.uk -
ADSL information and trouble shooting site
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Nice one!
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I could have done with that letter when I had the same problem with my old BT Business connection.
So far, so good, with my new connection, but then the ten days aren't up until Friday, so they've still got time to mess it up!
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thanks kitz
appreciate it alot :)
i shall give it a try.... an see what they say ;)
EDIT: i have sent the email should receive the reply in about an hour or so :)
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this is what i received back from BT from your attempt kitz
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Dear Mr. Burrows,
I understand from your e-mail that you have written this letter on behalf of one of the customers. The issue is that the broadband connection is slow. The customer has contacted the helpdesk regarding this but the issue is not resolved. You are not happy with the level of support provided by the helpdesk.
I apologise for any inconvenience that may have been caused to you. I would like to reassure you that problems such as those experienced by yourself are being constantly monitored for continuous and swift improvement. Your valuable feedback will be used to identify problem areas in order to provide the customers with the excellent service they expect from BT Total Broadband. Please be assured that BT is aware of the high standards each customer expects and deserves and I am sorry that you feel we have not met these on this occasion.
I have run a test on your line and ensured that the maximum speed that you will get in your broadband is 2 Mb. Please note that the actual speed that you would receive at your premises depends on quite a few factors as listed below:
1. The distance of your premises from the nearest exchange.
2. The quality and the length of the line.
3. The internal wiring at the premises.
4. The number of connection available from the exchange.
Any of the above reasons could be the cause for the slow speed that you receive in the broadband connection. You can also visit the following website to get more information on the 8 Mb connection:
http://faster.bt.com/faqs.asp
Please visit http://www.bt.com/broadband/help for solutions to most questions and to contact us in future.
Thank you for using BT Total Broadband.
Prabhu
BT Total Broadband Support Team.
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tbh that email is crap aswell because first of all the exchange is basically at the top of my road, so definitely not number 1
the wiring is spot on, so its not that
and the connections isnt a problem because alot of my friends in my area have got 8mb connections working perfectly :-\
EDIT: do you think using a belkin router i have instead of the hub may change things?
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Christ almighty what utter CRAP
>> I have run a test on your line and ensured that the maximum speed that you will get in your broadband is 2 Mb.
What test would that be then?
The router is syncing at 8096 kbps for gawds sake.
What a pathetic shambles.... this guy is talking out of his backside.
They just arent listening.
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>> EDIT: do you think using a belkin router i have instead of the hub may change things?
No - You are syncing at 8096 kbps as it is - thats the maximum speed for an interleaved line, changing your router wont change anything :(
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Okay can you do me a favour please
Can you post in this thread
1). Your line stats taken from your router now showing your sync speed
2). Results of a BTw Performance Test (http://www.kitz.co.uk/adsl/btwspeedtest.htm) showing your IP profile.
3). Results from the BT checker (http://www.kitz.co.uk/adsl/adsl_checkers.htm). (Enter your phone no).
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LOL (sorry cant help but laugh) This is yet another fine example of utterly apalling BT broadband back up. You can tell them until you are blue in the face. You need to speak to the UK support desk. Failing that make a formal complaint then have it esculated to "high level" complaints, only then will you get these muppits to listen to you. Dealing with the overseas call center will only prematurely age you! Just think you have at least another 12 months of this crap (18 months if you got suckered like I did)
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i sent the results to u kitz through the personal message =]
thanks
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Thanks Burrows. For the purpose of this thread I want to replicate the bits in here that dont contain personal information.
1). Sync Speed 8096/448
2). IP Profile
IP profile for your line is - 2000 kbps
DSL connection rate: 448 kbps(UP-STREAM) 8096 kbps(DOWN-STREAM)
Actual IP throughput achieved during the test was - 1849 kbps
3) BT checker results.
initial test on your line indicates that your line should be able to have an ADSL broadband service that provides a line rate up to 2Mbps.
Our test also indicates that your line should be able to support a potential ADSL Max broadband line rate of 2Mbps or greater.
(interesting that the BTchecker doesnt seem to have updated yet either to the new sync speeds.).
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i see :)
what u gunna do next?
bit lost haha
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>> what u gunna do next?
We will see ;)
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deja vu??
this is exactly what i had 2 deal with :no:
i prised this address out of the indian bloke, its the place to write 2 if all else fails:
Customer Service Director
BT PLC
Correspondance Centre
Durham
DH98 1BT
Pwigg
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It is rather unfortunate that most other ISPs seem to be aware of and be able to resolve this type of fault.
The fact remains that this keeps occuring with BTBroadband (who have their customers running around in circles) is in-excusable. :(
Some-one needs to ensure that the Indian call center is well aware that this type of fault can occur, and they should not be putting their customers through this again and again when it is a very easy fault to fix.
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WOO! Kitz for PM!
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kitz
they all work to a script and if it isnt fixed by the end of the script they book an engineer to check the line.
the script which they sent to burrows is exactly what they talk you thru when you ring 'em. i deviated from their scripts many times with additional diags and they were lost. their 2nd and 3rd level were no better. they tried to baffle me with bulls**t but when i asked em to explain and corrected them, they were speechless (not at my talent, he really didnt know what to say :) ).
i once got thru to the uk techs who said they would sort my throttling prob and i should call back the following day, he gave me a tel no # and a pin # to get thru but guess what ??? the pin didnt work ! and the problem wasnt sorted.
trouble is with my throttling prob, now they've admitted doin it, the arent gonna say 'oh, ok, mr pwigg, i'll just unplug the switch which is shaping you', so i'm stuck with it (boooooo hoooooooo).
(god venting is good)
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i agree with u all, indian call centres.... are just cheap ways on customer service for BT
they just use scripts, on each reply... an then yes arrange for a engineer :-\
hope u can get in touch with that BT person kitz :)
otherwise i will have to deal with a crap internet for another 12 months...
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WOO! Kitz for PM!
Not sure about that - and obviously I cant make any promises at all. I've just outlined a few things to someone to see if he can help.
Ive not heard anything though :/
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hmmn am gunna try send ur draft email under complaint on BT website
see if they act more seriously on it through that :-\
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Sheer coincedence, my line dropped for the first time in weeks and synched at a low speed. This caused my IP prfile to drop t0 2500k. I forced a resycnch at got 4608kbps which should be enough to get my normal 4000k profile back. But no, after 2 1/2 days it went up to a 3000k profile and now well over three days later, Im still on a 3k profile FFS. I dont think I can go through all the crap with BT TBB again, so Im just going to pray it sorts itself out over the next day or two. speedtster and stats pasted below...
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Test1 comprises of Best Effort Test: -provides background information.
IP profile for your line is - 3000 kbps
DSL connection rate: 448 kbps(UP-STREAM) 4608 kbps(DOWN-STREAM)
Actual IP throughput achieved during the test was - 2798 kbps
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Uptime: 3 days, 6:35:02
Bandwidth (Up/Down) [kbps/kbps]: 448 / 4,608
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ho hum
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yehh well ive sent a complaint an i got the same old stuff back... as i was gettin before :-\
out of ideas now :(
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have you managed to get through to the UK support desk yet? It does exist, you might just need to try a few times (ring 150, ask for broadband sales, ask them to transfer you to broadband "service" and then they can put you through to UK support.
Also, have you run http://www.speedtester.bt.com/ recently? Im assuming you are still stuck on the 2mbit profile?
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just for the record by the way, Im still stuck on a 3mbit profile-
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Speedtester-
IP profile for your line is - 3000 kbps
DSL connection rate: 448 kbps(UP-STREAM) 4608 kbps(DOWN-STREAM)
Actual IP throughput achieved during the test was - 2813 kbps
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Router stats-
Uptime: 4 days, 7:27:50
Bandwidth (Up/Down) [kbps/kbps]: 448 / 4,608
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Ive tried mailing someone but have had an auto responder out of office until 9th of July, so not sure what will happen with that.
Chris -
Unfortunately cause of the way things work, then youre going to be stuck with the 3000 profile for a few days.. youre going to have to sync at the higher speed for 3-4 days before the DLM will increase yours back again :/
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Yeah, its been 4 days 9 hours synched at the higher rate, so i just got of the phone with my contact at high level complaints and he says he will raise it with BTW...
With Regards to the shaping, he admits its going on and will do the best he can to help, but the higher powers at BT are all in favour of shaping at the moment as they cant handle the traffic, especially since the advent of the BT Vision box.
What a bunch of muppits :(
Burrows- I would still send in the complaint to that address I PMd you as you might get a response before their Sunday day off lol. That is the only way I got things moving and a previous fault sorted. They also offered compo :)
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haha lol am not too bothered about compo lol jus want it fixed ::)
i think i will wait on the reply from the one kitz sent an then... if all else fails i will try that one
thanks :)
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You will have to remind kitz to send an email on monday as Im pretty sure that as the autoreply was on the recipient wont have recieved anything. If you get any compo you could donate a % to the kitz site fund lol
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i wud do haha, but yeh am not too interested in compo =]
i jus want my connection fixed haha, or suppose if they do u can have it all :)
but yeh lol lets not get into that talk for the time being...
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>> You will have to remind kitz to send an email on monday
Shouldn't need to now - its been picked up by someone else ;)
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jus been contacted by phone hmmn... didnt really want that cause its a business phone but yeh =\
bt ppl from india i doubt it wont be much use they all callin back later :-\
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keep ya pecker up burrows ... those chappies from india will have u up and running in no time !!!!!!!!
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i hope so haha :-\
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bt ppl from india i doubt it wont be much use they all callin back later :-\
Sorry been out from the early evening and only just got back in so only just checked my mail.
Its definitely not India thats been trying to contact you. - see your PM
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Hmm, managed to delete my previous post somehow, but just to let you know that after calling my contact at high level complaints at BT my IP profile seems to have jumped back to normal within 12 hours of me calling him. Scandal that you should have to go to these lengths just to get a simple fault fixed.
(https://forum.kitz.co.uk/proxy.php?request=http%3A%2F%2Fwww.speedtest.net%2Fresult%2F150921840.png&hash=8d5b42ebc17bf8281a8f402dbadb89a1ffaf6f31) (http://www.speedtest.net)
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>> Hmm, managed to delete my previous post somehow
lol whoops!
>> after calling my contact at high level complaints at BT my IP profile seems to have jumped back to normal within 12 hours of me calling him.
Glad its sorted for you chris. :)
Looks like there may also be another one (http://forum.kitz.co.uk/index.php/topic,593.0.html) too. :(
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LOL
Its a dirty job, but...
;D
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Hi,
reading with interest, if this is still going on i have a close contact who may be able to help out, let me know. I have had alsorts of problems as im on a long line, I try not to ring the call centre in India so will try what Chris P has suggested next time.
cheers,
Tired
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Dunno... you sorted now Burrows?
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nope am not, anythin to help :)
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did they not ring you?
I had a message to say they were going to contact you on Fri afty.
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i got a call apparently but i werent in, an they said they wud ring back later
but this was about a week ago...
u mean this friday or last friday?
:-\
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the friday just gone
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yeh i was out an they said they wud ring back but they never lol
:-\
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hmm... responded to them telling them that.
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kk lol thanks :)
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this is hard work this one ;)
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Hi Burrows,
If you send me some details I will ask my chum to have a look.
Tired
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Any joy?
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Any joy?
lol ;)
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Just been reading through this... <sarcasm>I think its nice when people come back to acknowledge the help they got</sarcasm> :-X
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>> Just been reading through this... <sarcasm>I think its nice when people come back to acknowledge the help they got</sarcasm>
Well just to update the thread - I used a contact address that I had and I wouldnt normally have used, but I felt this case perhaps needed it.
- I'd already spent a fair bit of time and effort trying to help.
There was also stuff that went on in the background...
basically the gist is that the fact that BT first line support werent aware of such a thing, this matter would be addressed and taken further internally.
As regards the problem here , my contact was put in direct communication with the OP, and I'm led to believe that this matter has now been resolved and the OP is (or was syncing) at full speed soon after.