Exchange or backhaul problem

TimJ · May 31, 2011, 22:32:23

Rather than duplicate I will just give a link to this thinkbroadband thread

http://forums.thinkbroadband.com/general/t/4007088-unusual-problem-at-exchange-or-backhaul.html

Tim

Steve · May 31, 2011, 22:46:50

It seems unlikely that you all have a line problem the common denominator is BTs equipment, not sure what help I can give except be persistent.

TimJ · May 31, 2011, 23:01:34

Quote from: Steve on May 31, 2011, 22:46:50
It seems unlikely that you all have a line problem the common denominator is BTs equipment, not sure what help I can give except be persistent.

Newnet immediately could see that, but trying to get IDNet to see that was an impossible task.

I offered to put a notice in the Post Office and collect say 50 names who had problems, but IDNet said that would not help!

Newnet clearly do line monitoring as they were able to specify the exact times that our line had had problems over the preceding month.

Tim

Bill · May 31, 2011, 23:23:07

Quoteit must be your line/equipment, the other 8 lines with the same problem is just a co-incidence.

It's not the most perceptive comment I've seen from Customer Support

Niall · Jun 01, 2011, 23:30:43

This does make me wonder exactly what IDnet can actually do or even see when you have problems (or even any ISP). When I was having issues, they told me the line was fine, which is probably true as it was working fine before hand and someone else suggested an exchange issue. I was even convinced it was a router issue as my problem matched known router problems. If I'd have had the money I'd have needlessly bought a new router when it now seems there's nothing wrong with it.

My question is what can IDnet do (or what more) to get a more full idea of what is going on? I'm pretty certain (obviously have no proof) that the Wrexham exchange had work done that wasn't reported/scheduled. My line went pear shaped as did my sisters line half a mile away on the same exchange. Their line is much more susceptible to problems than mine, and as a result of whatever happened, their line is still having problems. I have to wonder if there is a pool of data that IDnet can gather from for certain areas to see problem patterns. I only mention this, not as a dig at IDnet, but as a curious customer (I am a bit curious

). I know of 3 people in my area on IDnet, and the third is Den who posts here. I THINK he's on a different exchange to me as he's just outside the area covered by my exchange, and I haven't seen him posting regarding issues, so this again for my money points to an issue at my exchange.

I tried in vain to find ANY info on problems, congestion, work, issues, ANYTHING at the exchange while I was having problems but the only thing I got was IDnet support telling my my line was fine despite it disconnecting every 30 seconds. There is just an absolutely piss poor amount of publicly available information when you need it most. In the end, I was getting so stressed by it all I just walked away and did without the internet for about a week. Well, a stable one anyway.

Really annoying and I'd love to know what the problem is. Well, it's BT obviously, but what happened, what did they do, why did it effect my line when there was no work in my area, etc, etc, etc?

TimJ · Jun 02, 2011, 20:27:17

Naill,

Interesting question, I don't know the answer.

I have unnecessarily purchased a replacement router, but I can't blame IDNet as I misdiagnosed it!

Miriam forwarded on a screenshot of the BT Wholesale test page. As it was in a private email I don't feel comfortable posting it here. It basically contains router stats, errors, time of last sync speed change, time of last Profile change and a few more items. They also obtained via email from BT Wholesale the state of the VP at the exchange.

I suspect that they don't have access to much more information, but that is purely a guess.

Newnet certainly have access to more information, as immediately instead of saying "your line passes all tests there is nothing wrong" they said "From our monitoring we can see you are having problems, our monitoring shows that it is not your line or equipment. You were also having problems on x y and z days"

AAIP advertise that they have active line monitoring.

Tim.

Rik · Jun 03, 2011, 08:24:56

I wonder if Newnet use WBC rather than WBMC?

Steve · Jun 03, 2011, 10:24:53

Wouldn't have thought they were large enough for WBC.

Rik · Jun 03, 2011, 10:39:42

I was thinking that, since the takeover, they might have become so, Steve.

kinmel · Jun 03, 2011, 11:41:23

Quote from: Niall on Jun 01, 2011, 23:30:43
This does make me wonder exactly what IDnet can actually do or even see when you have problems (or even any ISP). When I was having issues, they told me the line was fine, which is probably true as it was working fine before hand and someone else suggested an exchange issue. I was even convinced it was a router issue as my problem matched known router problems. If I'd have had the money I'd have needlessly bought a new router when it now seems there's nothing wrong with it.

My question is what can IDnet do (or what more) to get a more full idea of what is going on? I'm pretty certain (obviously have no proof) that the Wrexham exchange had work done that wasn't reported/scheduled. My line went pear shaped as did my sisters line half a mile away on the same exchange. Their line is much more susceptible to problems than mine, and as a result of whatever happened, their line is still having problems. I have to wonder if there is a pool of data that IDnet can gather from for certain areas to see problem patterns. I only mention this, not as a dig at IDnet, but as a curious customer (I am a bit curious ). I know of 3 people in my area on IDnet, and the third is Den who posts here. I THINK he's on a different exchange to me as he's just outside the area covered by my exchange, and I haven't seen him posting regarding issues, so this again for my money points to an issue at my exchange.

I tried in vain to find ANY info on problems, congestion, work, issues, ANYTHING at the exchange while I was having problems but the only thing I got was IDnet support telling my my line was fine despite it disconnecting every 30 seconds. There is just an absolutely piss poor amount of publicly available information when you need it most. In the end, I was getting so stressed by it all I just walked away and did without the internet for about a week. Well, a stable one anyway.

Really annoying and I'd love to know what the problem is. Well, it's BT obviously, but what happened, what did they do, why did it effect my line when there was no work in my area, etc, etc, etc?

AAISP monitor all lines 24/7 and records all sync losses. If one person loses sync then it is a single line problem, if a bunch of subscribers in an area go down together then it is more serious and BT at informed of the fault automatically. The faults page even lists the percentage of users affected by the fault.

Green are connections and red are disconnects and I can check if there was a red spike when my line went down.

Niall · Jun 03, 2011, 14:41:33

Very handy

zappaDPJ · Jun 03, 2011, 17:07:44

Indeed. It's often useful to know if it's just you or if there's a major fault in the system.