Andrew Sayers wrote in
(E-Mail Removed):
> "NeedMoreMoney" <(E-Mail Removed)> wrote:
>
>> Back in May I installed a Linksys Wireless Router with built in modem
>> for a client of mine, subscribing to Virgin.net broadband. From the
>> word go the link was very intermitent and for the past couple of
>> months she has had no connection at all. BT have just renewed the
>> cable running from the pole in the street to the outside of her
>> house because her telephone line was very noisy. However, there is
>> still no ADSL connection coming from her main telephone socket! Can
>> anyone advise who is responsible for fixing this problem, BT or
>> Virgin. I have tested the Linksys Router at home and it works fine.
>> I have also tried numerous filters, suggested by Virgin tech support
>> (horrible things)! Thanks in advance.
>
> She'll need to contact Virgin and get them to contact BT. This should
> have been done as soon as the fault was spotted and not left for a
> couple of months.
>
> How far is she from the exchange? Is she on MAXdsl? Does the router
> sync at all and if so at what speed?
>
> Did the BT guy install a filtered socket, or was he not a BB engineer?
>
> You say she is your "client". I'm assuming you mean you are getting
> her to pay for your IT support and skills, or is she a client for
> your (non-IT) business and you're just doing her a favour? If it is
> the former, and you're setting yourself up as an IT support
> professional, then surely you should already know the answer to these
> fairly basic questions? If you don't then it begs the question as to
> whether you really should be offering this sort of service.
Hey, come out, lighten up. Everyone has to learn somewhere. It is a sensible
question to ask, and one that doesn't have the answer that you'd expect:
although it is BT that need to do the investigation, it is the ISP, not BT,
who need to be contacted to arrange it.
> I suggest you talk to Virgin support on her behalf and get them to
> escalate the problem to BT. Make sure you've got the router attached
> to the master socket, and have already tried it in the socket under
> the face plate, with a good filter on it, before you contact Virgin.
> This will ensure that the internal wiring isn't at fault.
Always assuming that Virgin will talk to you rather than the customer. I had
great problems with Wanadoo who flatly refused to talk to me. On one
occasion he sent them a signed letter of authorisation, then called me in to
investigate. The next day that I was free, he was abroad but his wife was
in. Wanadoo still would not talk to me (and wouldn't even accept the
customer's wife as authorisation to deal with me) because the authorisation
was for 24 hours only and had expired. Idiots.
The problem persisted for several months. On two occasions when they would
talk to me, they told me that they had arranged for a BT broadband engineer
to call; both times, the customer's wife waited in all day and no-one
arrived - because the Wanadoo droid had *lied* to me and had not arranged
anything at all and had made no record of my call. They kept no ongoing
record of the problem: each time, they treated the problem as a fresh one.
Absolute amateurs!
After I heard that an engineer had been booked the second time, I heard
nothing more from my customer for several months, so I assumed that BT must
have fixed it. But the problem still existed. After being called in again
and having a further run-in with Wanadoo who were as inept as usual, the
customer decided to terminate his contract with them because they had never
provided the service that they had been charging him for. Since he was a
lawyer, I imagine he knew Contract Law inside out, so I hope he got all his
money back as well as compensation for what I'd charged him!
I suggested that he go for another ISP. The phone line problem would still
exist, but maybe someone else would be more pro-active in getting BT to sort
it out. I've not heard anything since then, so I don't know whether he has
broadband yet.
> If possible make sure the router is attached to the master socket
> anyway, at all times, and certainly when you are talking to Virgin
> support, as they will need to do some tests before they go to BT.
>
> As a matter of interest have you tried a different router on the line
> - sometimes it can help.
In my case, the symptom was no detectable broadband carrier, on either the
customer's Dlink D604 router or my Netgear DG834GT. This was from the only
socket on the line (according to the customer). The customer also reported
intermittent fax performance on the line, so it looks as if the line was
failing for analogue as well as digital.
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