Referred to BT - What next

Craigster JD · Dec 18, 2009, 23:04:19

Over the last two weeks, my router has been having a hard time connecting - sometimes taking 4-5 hours of repeated trying before it can actually achieve a stable connection.

After speaking to IDNet support and trying various tests, my problem is going to be referred over to BT. So what will happen next? Is the first step for them to get in touch with me directly or is it all coordinated through IDNet? How long should I expect to wait before something happens?

If they choose to send an engineer round, what would be involved?

Cheers,
Craig

Sebby · Dec 18, 2009, 23:08:18

I assume IDNet ran you through trying the test socket?

I would have thought that BT will contact you, but I'm not 100% certain. When an engineer comes round, if they want to look in your property, they'll do some tests there.

Simon · Dec 18, 2009, 23:22:06

Craig!

Craigster JD · Dec 18, 2009, 23:48:12

Quote from: Sebby on Dec 18, 2009, 23:08:18

I assume IDNet ran you through trying the test socket?

I would have thought that BT will contact you, but I'm not 100% certain. When an engineer comes round, if they want to look in your property, they'll do some tests there.

Thanks Sebby. Yes, done all the test socket / alternate filters checks - no difference.

I'm guessing at this time of year I could be waiting a while for an appointment.

Cheers,
Craig.

Glenn · Dec 19, 2009, 08:16:06

A couple of weeks ago,my line was referred to BT on the Thursday, the first thing I knew of a visit, was at 8 am on Monday morning when the engineer knocked on the door.

Ray · Dec 19, 2009, 08:57:48

Craig.

Rik · Dec 19, 2009, 09:30:37

Welcome to the forum, Craig.

BT will run some remote tests on your line before deciding whether to send out an engineer, they should let IDNet know if they are going to, but it doesn't always happen. Have you tried an alternative router?

Craigster JD · Dec 19, 2009, 21:50:12

Quote from: Rik on Dec 19, 2009, 09:30:37
BT will run some remote tests on your line before deciding whether to send out an engineer, they should let IDNet know if they are going to, but it doesn't always happen. Have you tried an alternative router?

Thanks Rik

I believe IDNet Support have some routers to try out - I'm waiting for one to be returned from another customer.

Cheers,
Craig

Rik · Dec 20, 2009, 09:33:05

They have a few, but sometimes they are all out at once. Whereabouts are you?

Craigster JD · Dec 20, 2009, 11:17:47

Quote from: Rik on Dec 20, 2009, 09:33:05
They have a few, but sometimes they are all out at once. Whereabouts are you?

Just north of Hitchin, only a couple of miles from IDNet HQ.

Craig.

Rik · Dec 20, 2009, 11:21:41

If you can get to Milton Keynes, I have a spare you can borrow.

Craigster JD · Dec 20, 2009, 11:23:14

I should report that re-connecting has been a little bit more reliable so far this weekend, although speeds appear to be somewhat down on what I have seen in the past.

ADSL Link   Downstream   Upstream
Connection Speed   640 kbps   448 kbps
Line Attenuation   59 db   15.5 db
Noise Margin   11 db   13 db

Thanks for the offer - I'll bear it in mind. I might have a root around at work tomorrow to see if we have any.

Craig

Rik · Dec 20, 2009, 11:37:37

Your noise margin has been increased to 12db at least, Craig, so if it was originally at 6db, that will be costing you 1-1.4k in sync speed.

Glenn · Dec 20, 2009, 11:42:57

Not mps Rik?

Rik · Dec 20, 2009, 11:44:25

Sorry, yes, I started typing the kbps figures then decided to make it neater and forgot to adjust my units.