advice/reasurance

[woppy101]

 
OK Simon, but are BT investigating exactly why there was no fault acknowledged?  Wouldn't that would require them to admit there was a fault with their systems?

Makes you wonder how often this happens, causing unnecessary stress both to customers and at iDNet towers, with end users left with an unwarranted poor impression of iDNet's service.

hit the nail on the head,if i didnt get a good engineer yesterday(if he had just and said there was nothing wrong with it,your getting a sync so i dont see a problem)i would of ended up with a £200 and still had the problem i had been having!

BTW one re-sync today which was to turn interleaving on i presume

[.Griff.]

BTW one re-sync today which was to turn interleaving on i presume

Your TBBQM will show if the level of interleaving has changed or not.

[davej99]

There was no fault acknowledged by BT's systems, we arranged the engineer at woppy's request. Thankfully the engineer was thorough.

Thanks for the clarification, Simon, and later Woppy.

Seems to me ISPs are working blind, caught in the middle between an obdurate BT and frustrated customers, who have a genuine reason to believe there is a fault. This week we have two blinding examples, Griff and Woppy, of customers who have gambled and won. Perversely, the gamble is not whether or not there is a fault, but whether BT have the technical ability to find it. On the other hand, we often see cases where customers get angry, believing there to be a fault, when the reality is faulty house wiring or just the limit of the technology, so there is a point to a charge for a false call. The problem with BT's present policy is it is unilateral, often based on their failure to diagnose the problem and there is no right of appeal to independent adjudication, as one might for example with a parking fine.

For me the test is (1) have all user and ISP related causes been eliminated and (2) are there reasonable grounds to believe there might be a fault. In which case it is reasonable to expect a transparent no charge investigation by BT. Right now BT are behaving unreasonably as judge, jury and executioner. This kind of monopolist behavior will not end until someone takes out a class action.

[Rik]

I couldn't have put it better, Dave. There should be a right to review by an independent, technically-competent, appeals panel, who have the teeth to fine BT heavily for failures on their part.

[pctech]

Instead we have the toothless ofcom that can only gum them a bit.

[Rik]

Exactly.

[davej99]

Instead we have the toothless ofcom that can only gum them a bit.