not my day

woppy101 · Sep 21, 2011, 17:20:29

bt engineer comes today decides to switch over my line to a new pair.(to try and solve my bad noise issues voice fault)connects my new line and it syncs @442,att 58.5,30db snr :mad:r old sync 2272,att 57.5,15db snr,uncancelled echo went from -12db to +16db(check alarm/filter/line),the line couldnt hold a bb connection kept disconnecting so he tells me to call idnet and report a bb fault which i do.twenty minutes after he left the line has given up the ghost no tone no bb no phone i cant belive the way my luck goes!!!

Rik · Sep 21, 2011, 17:22:33

Have you been in touch?

woppy101 · Sep 21, 2011, 17:58:29

Quote from: Rik on Sep 21, 2011, 17:22:33
Have you been in touch?

yep and they have said there is nothing they can do until the enginieer closes the case(cant have two open at one time) which could take god knows how long since he doesnt know anything is wrong,knowing my luck i will be without everything for a long time!!

on a side note where do i stand with not wanting this line he has changed me to since it has a higher attinuation cant hold a sync and failed within 20 minutes of him leaving,the noise margin got as high as 35db before it failed

Rik · Sep 21, 2011, 18:02:45

You don't have a right to choose a pair, all you can do is get the fault acknowledge and fixed - and hope for a better engineer next time.

zappaDPJ · Sep 21, 2011, 18:08:06

Is not possible to raise it as a voice line fault via BT?

Rik · Sep 21, 2011, 18:17:56

If that's the voice provider, yes.

woppy101 · Sep 21, 2011, 18:20:20

Quote from: zappaDPJ on Sep 21, 2011, 18:08:06
Is not possible to raise it as a voice line fault via BT?

it already was a voice fault and i cant report another until the engineer closes this one

woppy101 · Sep 21, 2011, 19:25:32

well just been back on the phone to idnet and they have said bt now have 24hrs the diagnose the fault and decide if an engineer needs to come back out,and the way appointments go around here it could be next week before my phone comes on nevermind the broadband. im not best pleased at the minute,im also not too happy if the line stats reflect the new line higher attenuation and plus figures in the uncanceled echo defo not my day!!

woppy101 · Sep 22, 2011, 09:25:52

im not happy with idnets customer service at this minute in time im sure the could tell openreach to send the engineer straight out considering the line lasted 20 minutes and then failed(also have a disabled wife who had a panic alarm fitted to the phone line in case of an accident),not wait all day for bt to contact me to arrange an apointment dependent on how urgent they think the fault is

pctech · Sep 22, 2011, 09:51:03

In defence of IDNet and ISPs as a whole they are as much a customer as you are and as BT is a law unto itself ISPs are at its mercy sadly.

As for BT engineers there seeems to be two types, the 'bodge it and hop it' type that just want to close as many jobs as quickly as possible leaving more time for coffee/tea, doughnuts and bacon sandwiches and the true professionals (which I have been lucky enough to experience) who spend the time thoroughly testing the line to narrow down the problem.

cavillas · Sep 22, 2011, 10:12:25

Get in touch with BT straight awat and tell them about your wife and say it is extreemly urgent that you have a working telephone line because of her condition and the emergency call system. They should respond and come out immediatly, preferably try emailing themrather thancalling them it seems to get a quicker and better response.

pctech · Sep 22, 2011, 10:13:53

I'm assuming you mean Wholesale Alf?

Lance · Sep 22, 2011, 10:34:07

Make sure support are aware of the need for a working line because of your wife. They might be able to push BT quicker.

woppy101 · Sep 22, 2011, 10:42:56

Quote from: Lance on Sep 22, 2011, 10:34:07
Make sure support are aware of the need for a working line because of your wife. They might be able to push BT quicker.

already have done(dont seem intrested been on the mobile three times this morining already)said i will still have to wait till openreach get round to us

woppy101 · Sep 22, 2011, 10:45:24

Quote from: cavillas on Sep 22, 2011, 10:12:25
Get in touch with BT straight awat and tell them about your wife and say it is extreemly urgent that you have a working telephone line because of her condition and the emergency call system. They should respond and come out immediatly, preferably try emailing themrather thancalling them it seems to get a quicker and better response.

i tried to call bt and they said there was nothing they could do because bt no longer hold the line(they said i would have to get back on to my isp and wait for openreach)

pctech · Sep 22, 2011, 11:21:58

Ring support and explain the urgency.

Unfortunately BT Wholesale (whom ISPs purchase the services froim) will not deal with any queries that are not from an ISP.

If you phone the number that ends in 150 this goes to BT Retail who are indeed powerless to help because you don't pay line rental to them.

woppy101 · Sep 22, 2011, 11:31:30

Quote from: pctech on Sep 22, 2011, 11:21:58
Ring support and explain the urgency.

Unfortunately BT Wholesale (whom ISPs purchase the services froim) will not deal with any queries that are not from an ISP.

If you phone the number that ends in 150 this goes to BT Retail who are indeed powerless to help because you don't pay line rental to them.

as i said i have explained the urgency but they have still said i will have to wait with the rest (this is not the legendery idnet CS i have heard about)

Rik · Sep 22, 2011, 12:14:44

No, it's the BT rules.

cavillas · Sep 22, 2011, 13:14:55

As Rik said BT Rules the rest of us are its subjects.

woppy101 · Sep 22, 2011, 14:35:12

im now very annoyed i have just been told by idnet that the reason for the outage is a problem at the exchange and quite a few people are having the same problem,i dont belive that for one second considering i live on an army barracks and not one phone is out on camp(and there is no outage in my area on bt's website"We currently have 1 ongoing issue and 17 resolved issues".not my area on the ongoing issue)

this is really now starting to ______ me off,im now off for a drive to the exchange to see if there really is work going on there if if there is not im finnished with idnet

woppy101 · Sep 22, 2011, 14:56:00

Quote from: woppy101 on Sep 22, 2011, 14:35:12
im now very annoyed i have just been told by idnet that the reason for the outage is a problem at the exchange and quite a few people are having the same problem,i dont belive that for one second considering i live on an army barracks and not one phone is out on camp(and there is no outage in my area on bt's website"We currently have 1 ongoing issue and 17 resolved issues".not my area on the ongoing issue)

this is really now starting to ______ me off,im now off for a drive to the exchange to see if there really is work going on there if if there is not im finnished with idnet

UPDATE
this is now a ______ joke i have just been in contact with openreach through bt and they have told me there is no faults on my exchange or in my area
this has now left me fuming

pctech · Sep 22, 2011, 15:32:54

It could just be that the information they are seeing isn't up to date.

I'd go back and tell them you've been in touch with Openreach.

woppy101 · Sep 22, 2011, 16:03:23

Quote from: pctech on Sep 22, 2011, 15:32:54
It could just be that the information they are seeing isn't up to date.

I'd go back and tell them you've been in touch with Openreach.

had a little drive down to the exchange 1530hrs (major fault at the exchange according to idnet)not a bt engineer in sight im sure they dont knock off @1530hrs if idnet dont know what the problem is why lie)

pctech · Sep 22, 2011, 16:11:14

They could be inside but as you probably know the Openreach vans are hard to miss.

I don't know but I think they maybe being given duff info by BT.

Had experience of this with another ISP, fault open with one part of BT. but the other part devied all knowledge of there being a fault.

ISP had to chase them to get it sorted for nearly a week, meanwhile my connection was down.

Rik · Sep 22, 2011, 17:49:52

Quote from: woppy101 on Sep 22, 2011, 16:03:23
had a little drive down to the exchange 1530hrs (major fault at the exchange according to idnet)not a bt engineer in sight im sure they dont knock off @1530hrs if idnet dont know what the problem is why lie)

Ultimately, IDNet - or any provider - can only communicate through BT's channels. They can't phone an engineer direct and ask him to pop round. If there is a fault, or BT tell them there is, they have to allow BT time to fix it. Unfortunately, you don't pay for a service with enhanced care or a guaranteed SLA, so as far as BT goes, it's "Join the queue". I do know, however, that support have given your case priority over the past three days, and have repeatedly phoned BT on your behalf. They are relaying to you what they are being told by BT, there's no way for them to check that information. I certainly wouldn't rely on what BT have said, I had a line card failure at the exchange at the beginning of the year. For three days, BT denied there was any fault and swore I was in sync despite there being no router connected to the line. Eventually, they realised the fault and it was sorted in hours. It's worth noting also that some faults can be fixed remotely, if it's down to a configuration error.

woppy101 · Sep 22, 2011, 18:38:35

Quote from: Rik on Sep 22, 2011, 17:49:52
Ultimately, IDNet - or any provider - can only communicate through BT's channels. They can't phone an engineer direct and ask him to pop round. If there is a fault, or BT tell them there is, they have to allow BT time to fix it. Unfortunately, you don't pay for a service with enhanced care or a guaranteed SLA, so as far as BT goes, it's "Join the queue". I do know, however, that support have given your case priority over the past three days, and have repeatedly phoned BT on your behalf. They are relaying to you what they are being told by BT, there's no way for them to check that information. I certainly wouldn't rely on what BT have said, I had a line card failure at the exchange at the beginning of the year. For three days, BT denied there was any fault and swore I was in sync despite there being no router connected to the line. Eventually, they realised the fault and it was sorted in hours. It's worth noting also that some faults can be fixed remotely, if it's down to a configuration error.

after a good chat with the young girl at idnet i have no doubt they are trying there best and i thank them for it,they have said i have a line card failure(what is that?)but as i said to the girl what would you think if 20 minutes after the engineer had left the new line failed and then you were told the next morning there is an exchange fault that is affecting a lot of people on the exchange,only to find that not one of the 300 lines on camp have been affected(half of the exchange of 600)would you not cry foul(i have no doubt now it is bt messing me about)and that is what i was trying to explane to the young girl if i have been unfair i do appoligise

Rik · Sep 22, 2011, 18:45:02

All lines connect to a line card at the exchange, this transfers them onto the BT network. I can't be more precise, I'm afraid as my knowledge is limited, but if a line card fails, it stops access. As I mentioned, this is what happened to me at the beginning of the year. Unfortunately, BT don't always seem to see the 'public' side of the card, and remote diagnosis can show no fault as a result. It's only when they send an engineer to the exchange that they detect and rectify the fault. Sadly, card failures, like all bits of electronic equipment, are unpredictable and sudden.

Because of the way exchanges and BT's cabling system work, you may be the only person on the base connected to that card - certainly, when I had the problem, none of my neighbours was affected.

woppy101 · Sep 22, 2011, 19:04:44

Quote from: Rik on Sep 22, 2011, 18:45:02
All lines connect to a line card at the exchange, this transfers them onto the BT network. I can't be more precise, I'm afraid as my knowledge is limited, but if a line card fails, it stops access. As I mentioned, this is what happened to me at the beginning of the year. Unfortunately, BT don't always seem to see the 'public' side of the card, and remote diagnosis can show no fault as a result. It's only when they send an engineer to the exchange that they detect and rectify the fault. Sadly, card failures, like all bits of electronic equipment, are unpredictable and sudden.

Because of the way exchanges and BT's cabling system work, you may be the only person on the base connected to that card - certainly, when I had the problem, none of my neighbours was affected.

Would a faulty line card be the reason why when it did connect for a brief time yesterday it was so low 338kbps 25-30db snr,also do they put in a new line card or just transfer you to another one(will i get a better connection with a new card?)

Rik · Sep 23, 2011, 09:40:05

A faulty line card could certainly cause a low sync. The card is usually replaced.

pctech · Sep 23, 2011, 10:05:33

Line cards seem to be a common problem for BT don't they but then again the plug in circuit boards in routers are quite fragile.

Rik · Sep 23, 2011, 10:06:31

They do, Mitch.

pctech · Sep 23, 2011, 10:10:06

I did watch one of our networking guys at work swap one out and he did have to be extremely gentle (Ehernet line module in a Cisco router)

I somehow doubt BT engineers are that gentle.

Rik · Sep 23, 2011, 10:22:17

Just because they use club hammers doesn't mean they can't be gentle with them.

woppy101 · Sep 23, 2011, 13:14:23

Line now reconnected,happy bunny again

btw what does Uncancelled echo mean?

Rik · Sep 23, 2011, 15:16:13

The router is detecting an echo in the signal which is not being cancelled out. If the level gets too great, the router will resync.

woppy101 · Sep 23, 2011, 17:30:52

Is the minus figure good or bad also what is this
VCXO Frequency Offset: 2.3 ppm Ok

Rik · Sep 23, 2011, 17:48:47

It's normal, there isn't really a good or bad other than 0. VCXO frequency offset is the discrepancy in frequency between the router and the DSLAM/MSAN. A small variation is normal, figures above 100 are likely to cause problems.

woppy101 · Sep 23, 2011, 18:11:21

I may as well go the whole hog what does this meen
Final Rx Gain: 33.7 dB Ok

Rik · Sep 23, 2011, 18:13:51

No idea. You got me.