BT Business Broadband tech support

Had to laugh yesterday. Have a customer using said service that I was
attempting to install.

Plugged in the 2wire router and got a constantly blinking broadband light
and no internet light at all.
No point progressing as obviously a problem with socket or router or more
likely exchange/line.

Rang support (at least it was UK based) where the suggestion was 'why not
try and plug in the router to the PC via ethernet to see if it works
anyway'.

I never lose my cool with these guys as I know they are undertrained (or not
trained at all) and underpaid but please, how did he get the job without
even basic knowledge?

As suspected it turns out to be a problem at the exchange. Why when they
activate the broadband did they not run a basic test to at least see if it
works rather than wait for the customer (or me) to ring up and query the
service? Is it because they cannot test the line until the router is
installed? Not a telecoms expert so if anyone can enhance my knowledge I'd
be interested.

Still, shouldn't complain, keeps me in work!

r

relkeel wrote:
> Had to laugh yesterday. Have a customer using said service that I
> was attempting to install.
>
> Plugged in the 2wire router and got a constantly blinking broadband
> light and no internet light at all.
> No point progressing as obviously a problem with socket or router
> or more likely exchange/line.
>
> Rang support (at least it was UK based) where the suggestion was
> 'why not try and plug in the router to the PC via ethernet to see
> if it works anyway'.
>
> I never lose my cool with these guys as I know they are
> undertrained (or not trained at all) and underpaid but please, how
> did he get the job without even basic knowledge?
>
> As suspected it turns out to be a problem at the exchange. Why when
> they activate the broadband did they not run a basic test to at
> least see if it works rather than wait for the customer (or me) to
> ring up and query the service? Is it because they cannot test the
> line until the router is installed? Not a telecoms expert so if
> anyone can enhance my knowledge I'd be interested.

Your last statement is correct, you can't test a broadband service
until it is in synch. Until that moment all you can do is a line test
& then guess at what the results mean. One of the test systems I use
always shows a 13-20 volt contact one leg if the circuit has been
enabled, but that could be caused by a line fault anyway, so until the
unit is in synch....no you can't test the service.

"kraftee" <kraftee@b&e-cottee.me.uk> wrote in message
news:esrqgm$7k7$(E-Mail Removed)...
> relkeel wrote:
>> Had to laugh yesterday. Have a customer using said service that I
>> was attempting to install.
>>
>> Plugged in the 2wire router and got a constantly blinking broadband
>> light and no internet light at all.
>> No point progressing as obviously a problem with socket or router
>> or more likely exchange/line.
>>
>> Rang support (at least it was UK based) where the suggestion was
>> 'why not try and plug in the router to the PC via ethernet to see
>> if it works anyway'.
>>
>> I never lose my cool with these guys as I know they are
>> undertrained (or not trained at all) and underpaid but please, how
>> did he get the job without even basic knowledge?
>>
>> As suspected it turns out to be a problem at the exchange. Why when
>> they activate the broadband did they not run a basic test to at
>> least see if it works rather than wait for the customer (or me) to
>> ring up and query the service? Is it because they cannot test the
>> line until the router is installed? Not a telecoms expert so if
>> anyone can enhance my knowledge I'd be interested.
>
> Your last statement is correct, you can't test a broadband service until
> it is in synch. Until that moment all you can do is a line test & then
> guess at what the results mean. One of the test systems I use always
> shows a 13-20 volt contact one leg if the circuit has been enabled, but
> that could be caused by a line fault anyway, so until the unit is in
> synch....no you can't test the service.
>

Thanks for that - I've now learnt my new thing for the day.
r