The dreaded warning of being changed by BT for a callout

[klipp]

Hi.

I've been in touch with IDNet support today once again trying to fix my 5 week long internet problems.  Let me give you some key points:

1. my downstream sync has cut from 4000kbps to 2000kbps - been this way for 5 weeks.
2. my downstream LA has increased from 52db to 59db - been this way for 5 weeks.
3. I am currently connected to the test socket.
4. I have replaced all phones, router, micro filters - no change.
5. I lose sync/connection many times each week.
6. I suffer packet loss most evenings from 10pm onwards - my connection becomes unusable.

IDNet have said it is probably line degradation.  They said I have the option of having BT engineer come see, however they were obliged to warn me I could be charge.  However they were very vague about under what circumstances I would be charged or not.

Do you guys think, based on the information I've provided, I am likely to be charged?  Do you think I should take the risk?  I'd hate to be charged and still have a cr*ppy connection.  My situation sucks lol.

[psp83]

If they find nothing wrong with the box on the wall or anything belonging to them then they will charge you.

I had them out and got charged because they so called couldn't find anything wrong, but its weird that as soon as he left (after messing around up the pole) my connection was better for a few weeks then got cr*p again..

[Rik]

It sounds like classic line degradation. There are two types of BT engineers - those that plug into the test socket and tell you it's working fine, they raise the charge. The other takes your word for it and tries to locate a problem, they don't raise the charge. It depends on who you get, I'm afraid.

[Lance]

I would collect as much evidence as possible in the form of BT speedtests and logs from routerstats to help make the point if you do get an engineer out.

[klipp]

Thanks, I have routerstats collating as we speak.  Had a couple of interesting spikes so far...

[Steve]

Spikes or dips?

[Ted]

A new line would be cheaper than a BT call out, make it known that the line will be used for ADSL. If it all works out, cancel the original line.

Just a thought.

[Rik]

That's certainly one approach, Ted, and the price includes convenient siting of the master socket.

[Technical Ben]

That's kind of pointless. But I could understand the "quick fix" option of "Why do a test for X amount, when we can just replace the line for a cheaper price!"
Why do BT/Openreach not just offer that anyway?
I've seen a lot of people up poles this week.

[klipp]

[Steve]

So for a period of 5 mins you had a high margin I wonder what noise disappeared

[Rik]

Preceded half an hour earlier by a short burst of noise. Can you keep this running for another couple of days, Klipp?

[klipp]

Yep no worries Rik, my computer's on 24/7 anyway so it's no hardship to leave this running.

[klipp]

Just to clarify, when IDNet talk about line degradation, are they refering to the length of cable running from the master socket to the wooden telephone pole?

[Rik]

The quality of line between you and the exchange, whatever form that takes.

[JohnH]

My daughter took the plunge and called BT out because of ongoing phone and broadband problems. (She is actually with BT).
The engineer found an internal wiring fault. but when asked if BT would charge, he said not. This was on the basis that because she did not have an NTE5 master socket, she would not have been able to test whether the problem was related to the internal wiring. He advised her to keep that way, so that she would not be charged for any future internal faults.

She's got one of these:



Was the man from BT just being generous or is it really policy?

[Steve]

If he was right where do we get those boxes from

[Simon]

Antiques Roadshow? 

[Steve]

Version1

[Gary]

We had one of them in our old house, just inside the Kitchen window by the taps, it was nice and rusty inside.

[Ted]

That's kind of pointless. But I could understand the "quick fix" option of "Why do a test for X amount, when we can just replace the line for a cheaper price!"

Precisely! I'm not saying it's ideal, but at least you get something done for your money, it could end up being a cheap fix, especially if you don't plan on moving for a few years or longer.

But like I said, it's just an option that's worth considering. It's always good to have options.

[klipp]

I am 90% sure the spikes occur when the phone rings/the phone is in use.  I will test further.

[Rik]

Try a different phone and filter in that case.

[Glenn]

Can also try calling with no phone or filter connected.

[klipp]

Tried no less than 3 filters and 3 phones.