Gentlefolk,
As variety is the spice of life I've invented Mr YADU who lives in Peaslake in the middle of the Surrey Hills.
He is very fortunate as his D side line length is only around 700 m, but this point is ignored by the lovely Indian "Chatters".
Kind regards,
Walter
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Nishikanta (Listening)
Nishikanta: Hello. I'm Nishikanta. Thanks for that information, I'll check it and get back to you in a moment.
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The file YADU THnnnnnnnn BT Line test form.tiff (217.57KB) was received.
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The file YADU THnnnnnnnn BT NO FAULT FOUND.tiff (234.32KB) was received.
Nishikanta: Hello,Mr YADU
YADU: Hi Nishikanta:
YADU: I'm WalterGMW helping Mr YADU
Nishikanta: Do you use wired or wireless connection from the Bt home hub ?
Nishikanta: May I know how you are related to him ?
YADU: I ALWAYS USE A Wired connection and have been monitoring the gradual drop in speeds since the line was installed.
YADU: I am just a friend with some experience of commissioning VDSL on rather poor lines in the UK
Nishikanta: Let me check the connection .
YADU: Time is 11:30 22 March 2014
Nishikanta: Does he have an openreach modem connected to the home hub?
YADU: NO He is currently using an integral HH5 with modem included within the same box
Nishikanta: Do he experience the same problem on other devices?
YADU: He only has one VDSL connection so we are only talking about one line's bad performance. I have tried a Huawei HG612 modem as well in the same HH5 and that has almost identical very poor speeds.
Nishikanta: I mean the devices on which he access the Internet from the Bt home hub .
YADU: All the wired devices, including my own laptop work at the same poor speeds.
YADU: We have observed the modem sync speed and are not just relying an speed tests to state the VDSL service is unsatisfactory
Nishikanta: Turn off all other devices so there is only one connected with with ethernet cable .
YADU: We have already done all these things and we have restarted the hub but the sync speed remains very poor. Will you please transfer this to your level two desk and arrange for a SFI Openreach appointment
Nishikanta: Powercycle the home hub. Allow up to 3 minutes, but wait for the lights to fully settle and tell me .
Nishikanta: We have to do certain tests before it is send to the level 2 desk if required .
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The file YADU - VDSL Est 17Mar2014 01306nnnnnn.tiff (123.91KB) was received.
YADU: We are aware that BT claim they will charge for the visit if they deem there is no fault. Here is the BT wholesale line estimate
YADU: I am quite experienced in these procedures and I would not be wasting my time if a visit was not required.
YADU: Time 11:43
Nishikanta: I believe there is some problem here as my tool shows the line is capable to support download speed of 50.7 mbps maximum .
YADU: And you will see BT Wholesale states an even higher speed which was why Mr YADU bought the best Infinity product.
YADU: Will you please ask your level two desk to arrange the SFI appointment.
Nishikanta: we have just tested your line . We estimate that with BT Infinity your download speed will be between 35.2 Mbps and 50.7 Mbps.
YADU: So Why does BT Wholesale tell us we can achieve nearly the maximum ?
YADU: It is for these reasons that we request BT send an Openreach engineer with a JDSU test instrument to test the line from the NTE5 within Mr YADU’s house.
Nishikanta: If you want I can connect you to the customer option team who can tell you the correct speed that you can get on the current line ..
YADU: NO thank you, ALL WE REQUIRE UNDER THE CONTRACT THAT Mr YADU has accepted is that you test the faulty line in the first place.
YADU: After that we can discuss what alternative arrangements can be considered.
Nishikanta: Then can you please restart the home hub so that we can proceed with fixing the fault if any.
YADU: We will restart the hub if you insist on repeating all the tests we have done.
Nishikanta: Have you restarted the home hub ?
YADU: We have power-reset the HH5 and the modem is now displaying the flashing orange light
Nishikanta: ok
YADU: Now steady orange
YADU: Now we have steady blue
Nishikanta: Now re-run the speed test .
Nishikanta: Have you rerun the speed test at
http://www.sppedtest.btwholesale.com ?
YADU: We have obtained an IP profile figure of 37.80 Mbps
Nishikanta: Can you restart the computer in safe mode with networking and re run the test as it runs only the required process ?
YADU: You must realise that this speed test will not affect the modem sync speed
Nishikanta: I know but the speed receiving by the device can differ .
YADU: Why don't you look at the modem statistics whilst we restart the computer ?
Nishikanta: There might be application running in the background which may use the internet connection which you may not know .
Nishikanta: Yes I am doing that from my ends.
YADU: You must know that all speed tests are intermittent. We are complaining about the modem's sync speed not just the throughput test speed
YADU: 36.77 down & 7.87 ping 19.63 latency
YADU: These figures are unacceptably low for a 80 / 20 VDSL service so will you now please get your level 2 desk to arrange a morning appointment for any Thursday or Friday
Nishikanta: I am restarting the tool as it has got stuck and sorry for the delay .
YADU: Time 12:14
Nishikanta: I will raise your case to the level 2 team and they will contact him back within the next 48 hours.
YADU: Thank you for taking all this time
YADU: You may contact Mr YADU directly or you can use my email address
Nishikanta: ok
YADU: Time 12:18
Nishikanta: I am very sorry for the delay as we have to do certain diagnostics before sending the case to them .
YADU: How about getting the level two desk to talk to me now ?
Nishikanta: As i said he will be contacted .
YADU: There can be no excuse for a further 2 day delay
Nishikanta: We need some time to investigate the issue .
YADU: The issue requires a BT visit as we have already proven there is a performance fault
YADU: We require that appointment to be made for next Thursday or Friday
Nishikanta: They will do it required please wait for them to contact him .
YADU: I trust you will tell them that a FURTHER 2 day delay is unacceptable from the customers viewpoint ?
Nishikanta: I understand your concern .
YADU: And you will report this to the level 2 desk then ?
Nishikanta: I have already done that as I say .
YADU: TIME 12:24
YADU: Thank you and good bye
Nishikanta: Bye.
Nishikanta has disconnected.
