ADSL problem - BT Broadband refuse to send engineer

having a bit of an odd problem on a particular broadband line, and BT
Broadband are not helping.

Situation, customer was on Tiscali BB, about a year ago had a problem where,
when connecting to BB, connection would only be sustained for a few seconds.
Sync lights would stay green., attenuation rates measured nothing marginal,
this situation went on for a while, with Tiscali insisting that there was no
problem.

Ruled out filter, modem and computer (same symptoms on my laptop, as her
computer), repeated one hour conversations made no difference, they insisted
it was ok etc, after a while it eventually started to function ok.

Customer chose to leave Tiscali, moved to BT Broadband, the old problem has
resurfaced. I liaised with indian drone at the call centre.

The customer got a voyager router with the BT BB, anyone who has had the
voyager router knows that while it may not be the best, it is very very
simple to setup, allowing connection with a generic login on a BT BB line,
essentially, you take it out of the box, plug it in and, erm thats it.

The stupid cow at the call centre insists the problem is with the computer
or the router, and was going to send out a new cat5 cable (wtf??).

The PC is fine, it picks up the dhcp address it is given, and has no issues
navigation the web interface of the router..

But BT drone insists i reset the tcp etc etc etc etc. They do a line test
from their end which shows everything is fine, they are point blankly
refusing to send an engineer or escalate the issue.

Essentially what happens, the router doesnt seem to have a problem login in,
it doesnt lose sync, and shows healthy attenuation, it gives out the ip
address.

When IE is opened, it will after some time, get to the homepage, but after
that no luck, a ping will sometimes work, but has rediculous response times,
of 1500 to 3000ms.

It matters not if the ip number is used instead of the domain name.

The router has an internal test utility, it shows sync ok, connection to
computer ok, but fails on the exchange and internet.

Any ideas to help push the customer service into sorting this mess out?

Gaz

"Gaz" <(E-Mail Removed)> wrote in
news:(E-Mail Removed):

> Any ideas to help push the customer service into sorting this
> mess out?
>

Gaz,

The following helped resolve a customer problem for me. If you can
connect to the BT test site reliably, it proves the problem is NOT
at the customer site and so can be used as the basis for escalation
with the ISP.


ADSL Test Connection

A generic login exists that will work even if your ISP login
refuses to work, your ISP is offline or if you are experiencing
intermittent problems with your connection. This login bypasses
your ISP totally.

The login is:
Username = bt_test@startup_domain
Password = (ignored but something required!)

Once authenticated, you can browse to a single site,
"http://www.bt.net/digitaldemo" which currently consists of a
single graphic image.

"Gaz" <(E-Mail Removed)> wrote in message
news:(E-Mail Removed)...
> having a bit of an odd problem on a particular broadband line, and BT
> Broadband are not helping.
>
> Situation, customer was on Tiscali BB, about a year ago had a problem
> where, when connecting to BB, connection would only be sustained for a few
> seconds. Sync lights would stay green., attenuation rates measured nothing
> marginal, this situation went on for a while, with Tiscali insisting that
> there was no problem.
>
> Ruled out filter, modem and computer (same symptoms on my laptop, as her
> computer), repeated one hour conversations made no difference, they
> insisted it was ok etc, after a while it eventually started to function
> ok.
>
> Customer chose to leave Tiscali, moved to BT Broadband, the old problem
> has resurfaced. I liaised with indian drone at the call centre.
>
> The customer got a voyager router with the BT BB, anyone who has had the
> voyager router knows that while it may not be the best, it is very very
> simple to setup, allowing connection with a generic login on a BT BB line,
> essentially, you take it out of the box, plug it in and, erm thats it.
>
> The stupid cow at the call centre insists the problem is with the computer
> or the router, and was going to send out a new cat5 cable (wtf??).
>
> The PC is fine, it picks up the dhcp address it is given, and has no
> issues navigation the web interface of the router..
>
> But BT drone insists i reset the tcp etc etc etc etc. They do a line test
> from their end which shows everything is fine, they are point blankly
> refusing to send an engineer or escalate the issue.
>
> Essentially what happens, the router doesnt seem to have a problem login
> in, it doesnt lose sync, and shows healthy attenuation, it gives out the
> ip address.
>
> When IE is opened, it will after some time, get to the homepage, but after
> that no luck, a ping will sometimes work, but has rediculous response
> times, of 1500 to 3000ms.
>
> It matters not if the ip number is used instead of the domain name.
>
> The router has an internal test utility, it shows sync ok, connection to
> computer ok, but fails on the exchange and internet.
>
> Any ideas to help push the customer service into sorting this mess out?

What are you line stats?

Does the router have a log? It might show that the connection is
continually dropping even though the router isn't losing sync.

>
> Gaz
>

On 5-Jan-2006, "Gaz" <(E-Mail Removed)> wrote:

> Any ideas to help push the customer service into sorting this mess out?

If you are tech savvy then try Ethereal to look at the traffic.
There are also XP network logs.

"Gaz" <(E-Mail Removed)> wrote in message
news:(E-Mail Removed)...
> having a bit of an odd problem on a particular broadband line, and BT
> Broadband are not helping.
>
> Situation, customer was on Tiscali BB, about a year ago had a problem
> where, when connecting to BB, connection would only be sustained for a few
> seconds. Sync lights would stay green., attenuation rates measured nothing
> marginal, this situation went on for a while, with Tiscali insisting that
> there was no problem.
>
> Ruled out filter, modem and computer (same symptoms on my laptop, as her
> computer), repeated one hour conversations made no difference, they
> insisted it was ok etc, after a while it eventually started to function
> ok.
>
> Customer chose to leave Tiscali, moved to BT Broadband, the old problem
> has resurfaced. I liaised with indian drone at the call centre.
>
> The customer got a voyager router with the BT BB, anyone who has had the
> voyager router knows that while it may not be the best, it is very very
> simple to setup, allowing connection with a generic login on a BT BB line,
> essentially, you take it out of the box, plug it in and, erm thats it.
>
> The stupid cow at the call centre insists the problem is with the computer
> or the router, and was going to send out a new cat5 cable (wtf??).
>
> The PC is fine, it picks up the dhcp address it is given, and has no
> issues navigation the web interface of the router..
>
> But BT drone insists i reset the tcp etc etc etc etc. They do a line test
> from their end which shows everything is fine, they are point blankly
> refusing to send an engineer or escalate the issue.
>
> Essentially what happens, the router doesnt seem to have a problem login
> in, it doesnt lose sync, and shows healthy attenuation, it gives out the
> ip address.
>
> When IE is opened, it will after some time, get to the homepage, but after
> that no luck, a ping will sometimes work, but has rediculous response
> times, of 1500 to 3000ms.
>
> It matters not if the ip number is used instead of the domain name.
>
> The router has an internal test utility, it shows sync ok, connection to
> computer ok, but fails on the exchange and internet.
>
> Any ideas to help push the customer service into sorting this mess out?
>
> Gaz
>

Last time I saw something similar, it turned out that the card, installed on
the line at the exchange, was faulty.

Jono wrote:
> "Gaz" <(E-Mail Removed)> wrote in message
> news:(E-Mail Removed)...
>> having a bit of an odd problem on a particular broadband line, and BT
>> Broadband are not helping.
>>
>> Situation, customer was on Tiscali BB, about a year ago had a problem
>> where, when connecting to BB, connection would only be sustained for a
>> few
>> seconds. Sync lights would stay green., attenuation rates measured
>> nothing
>> marginal, this situation went on for a while, with Tiscali insisting that
>> there was no problem.
>>
>> Ruled out filter, modem and computer (same symptoms on my laptop, as her
>> computer), repeated one hour conversations made no difference, they
>> insisted it was ok etc, after a while it eventually started to function
>> ok.
>>
>> Customer chose to leave Tiscali, moved to BT Broadband, the old problem
>> has resurfaced. I liaised with indian drone at the call centre.
>>
>> The customer got a voyager router with the BT BB, anyone who has had the
>> voyager router knows that while it may not be the best, it is very very
>> simple to setup, allowing connection with a generic login on a BT BB
>> line,
>> essentially, you take it out of the box, plug it in and, erm thats it.
>>
>> The stupid cow at the call centre insists the problem is with the
>> computer
>> or the router, and was going to send out a new cat5 cable (wtf??).
>>
>> The PC is fine, it picks up the dhcp address it is given, and has no
>> issues navigation the web interface of the router..
>>
>> But BT drone insists i reset the tcp etc etc etc etc. They do a line test
>> from their end which shows everything is fine, they are point blankly
>> refusing to send an engineer or escalate the issue.
>>
>> Essentially what happens, the router doesnt seem to have a problem login
>> in, it doesnt lose sync, and shows healthy attenuation, it gives out the
>> ip address.
>>
>> When IE is opened, it will after some time, get to the homepage, but
>> after
>> that no luck, a ping will sometimes work, but has rediculous response
>> times, of 1500 to 3000ms.
>>
>> It matters not if the ip number is used instead of the domain name.
>>
>> The router has an internal test utility, it shows sync ok, connection to
>> computer ok, but fails on the exchange and internet.
>>
>> Any ideas to help push the customer service into sorting this mess out?
>>
>> Gaz
>>
>
> Last time I saw something similar, it turned out that the card, installed
> on
> the line at the exchange, was faulty.

Would that not impact on thousands of users though?

Gaz

"Gaz" <(E-Mail Removed)> wrote in message
news:(E-Mail Removed)...
> Jono wrote:
>> "Gaz" <(E-Mail Removed)> wrote in message
>> news:(E-Mail Removed)...
>>> having a bit of an odd problem on a particular broadband line, and BT
>>> Broadband are not helping.
>>>
>>> Situation, customer was on Tiscali BB, about a year ago had a problem
>>> where, when connecting to BB, connection would only be sustained for a
>>> few
>>> seconds. Sync lights would stay green., attenuation rates measured
>>> nothing
>>> marginal, this situation went on for a while, with Tiscali insisting
>>> that
>>> there was no problem.
>>>
>>> Ruled out filter, modem and computer (same symptoms on my laptop, as her
>>> computer), repeated one hour conversations made no difference, they
>>> insisted it was ok etc, after a while it eventually started to function
>>> ok.
>>>
>>> Customer chose to leave Tiscali, moved to BT Broadband, the old problem
>>> has resurfaced. I liaised with indian drone at the call centre.
>>>
>>> The customer got a voyager router with the BT BB, anyone who has had the
>>> voyager router knows that while it may not be the best, it is very very
>>> simple to setup, allowing connection with a generic login on a BT BB
>>> line,
>>> essentially, you take it out of the box, plug it in and, erm thats it.
>>>
>>> The stupid cow at the call centre insists the problem is with the
>>> computer
>>> or the router, and was going to send out a new cat5 cable (wtf??).
>>>
>>> The PC is fine, it picks up the dhcp address it is given, and has no
>>> issues navigation the web interface of the router..
>>>
>>> But BT drone insists i reset the tcp etc etc etc etc. They do a line
>>> test
>>> from their end which shows everything is fine, they are point blankly
>>> refusing to send an engineer or escalate the issue.
>>>
>>> Essentially what happens, the router doesnt seem to have a problem login
>>> in, it doesnt lose sync, and shows healthy attenuation, it gives out the
>>> ip address.
>>>
>>> When IE is opened, it will after some time, get to the homepage, but
>>> after
>>> that no luck, a ping will sometimes work, but has rediculous response
>>> times, of 1500 to 3000ms.
>>>
>>> It matters not if the ip number is used instead of the domain name.
>>>
>>> The router has an internal test utility, it shows sync ok, connection to
>>> computer ok, but fails on the exchange and internet.
>>>
>>> Any ideas to help push the customer service into sorting this mess out?
>>>
>>> Gaz
>>>
>>
>> Last time I saw something similar, it turned out that the card, installed
>> on
>> the line at the exchange, was faulty.
>
> Would that not impact on thousands of users though?
>
> Gaz
>

No. The "Line Card" is installed at the other end of your line, at the
exchange and, AFAIK is what adds BB to your line.

And you had to repost all the previous crap, just to add one line....

Dave

Dave Stanton wrote:
> And you had to repost all the previous crap, just to add one line....
>
> Dave

One would assume however, that as your posting on a broadband newsgroup, you
aint connecting by 14.4kbps and concerned about bandwidth
conservation.................

Gaz

Dave Stanton wrote:
> And you had to repost all the previous crap, just to add one line....
>
> Dave

Are you not able to quote any part of the message you're replying to?
--
Adrian A