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[pscocoa]

I ended up in the middle of an arse kicking contest today - Broadband speed at office has dropped over last couple of days. Called BT who remotely did some tests and said we needed an engineer round who arrived at 1pm and was there 2 hours doing tests. He confirms we are getting max speed at the socket and the service provider will have to deal with this. Hang on - you are BT!! No I am Open Reach he says. He is then on phone to BT who tell him he has no authority to ask for adjustment between the BRAS (which I looked up as Broadband Remote Access Server) and the throughput. So an argument basically developed with BT and Openreach engineer on my mobile trying to get it sorted.

I have looked up all this stuff as basically BT want to send another engineer and the one who has been says they can send as many as they like but it is BT not syncing the BRAS with the throughput.

I can just about follow the technical argument but who the hell is going to do anything about it.

Looks like another bureaucratic nightmare being passed from pillar to post.

Anyone out there got any contacts or tech knowledge as to how similar issues have played out. Another engineer is coming Monday.

[Jimbob]

wish to God I did!

Since end of Jan I have been battling Bt Retail (Fibre to the Premesis team), with BT Wholesale and Openreach.
A failed FTTH install that noone can seem to get back on track, every fault raised or new order falls into a big black hole!

[TheBoy]

Openreach is NOT part of BT (Consumer/Business - the bit we all deal with), although both are part of the BT Group of companies.  Blame Ofcom, they are the ones making life difficult for every service provider dealing with Openreach, BT included.

I would be really surprised if the Openreach chap actually spoke to anyone at BT (or vice versa), as that would be in breach of both of their licence agreements, and Ofcom would be very interested in that - I would imagine both would be instantly dismissed, and both companies take a hefty fine.  Everything has to go through that wonderful electronic system, ECO-BB, that anyone who has ever worked at an ISP will know and love  .  That includes BT.


There are a small number of people in the wider "BT" who are allowed to talk to both Openreach and the "BT" that consumers know - in a previous role, I was one of them, but he rules (and tedious training and constant refreshers) were very stringent.


As said, pissing off end users is Ofcom's mission, but making life hard for your ISP, and ensuring prices are high.

[TheBoy]

And the BRAS is automatic.  An ISP can set it back to (re)train, but sounds to me much more like a line fault if speed has dropped suddenly.


So you're getting great speed at the master socket, but not at the router?  What does that tell you?

[TD]

And the BRAS is automatic.  An ISP can set it back to (re)train, but sounds to me much more like a line fault if speed has dropped suddenly.


So you're getting great speed at the master socket, but not at the router?  What does that tell you?

Ummm.....my guess....fault with the cable between the master socket and router or router fault....

[baggers]

And the BRAS is automatic.  An ISP can set it back to (re)train, but sounds to me much more like a line fault if speed has dropped suddenly.


So you're getting great speed at the master socket, but not at the router?  What does that tell you?

Ummm.....my guess....fault with the cable between the master socket and router or router fault....

Or the router is duff.

[pscocoa]

Changed filter and router and no difference

[Colin G]

Not sure if it's a similar issue but I keep getting TIME OUTS, Plusnet (aka BT) say there is no fault - nothings changed on any of the devices connected so I don't know what's going on - supposedly on unlimited fibre but at this rate I had better access with my old dialup via Compuserve 

[aaronjb]

And the BRAS is automatic.  An ISP can set it back to (re)train, but sounds to me much more like a line fault if speed has dropped suddenly.


So you're getting great speed at the master socket, but not at the router?  What does that tell you?

Is the BRAS tied to line or to ISP?  If it's tied to the ISP then when the OR fella tests it with his test kit, is he going to hit a different BRAS profile and get 'line speed' as opposed to 'trained maximum speed' of the customer BRAS?

[pscocoa]

I am sat in pub next door to my office taking on supplies for another Open Reach visit in the 1 to 6 slot. The OR guy last week said our line was perfect and it was up to BT to sync the BRAS to the throughput. Not sure if that answers your questions.

[pscocoa]

Everything our end is fine. Engineer is recommending a "lift and shift" meaning an equipment upgrade in the exchange. BT have to ok it and then ask Open Reach to do the work. I Googled BT Lift and Shift but a bit of a specialist area

[Marks DTM Calib]

The line will go to a DSLAM (probably in the street side cab if its FTTC), some of the later ones have integrated BRAS capability others simply back haul it to a remote access router so its difficult to see there being anything more than a line fault (or an issue between the master socket and router or another phone extension)

[pscocoa]

Thanks Marks - the Open Reach engineer has confirmed all our kit is fine. Just going to find out where we stand now.

[pscocoa]

So BT have now had the notes from Open Reach. They have interpreted Lift and Shift to mean that we moved our equipment in our building and tried to refer me to sales !! Er no - the OR engineer has given me the LLU reference Pair 62 to be moved in the exchange...(BT) oh well we have it recorded on this system and the job  will have to be opened on another system. We will ring you back....

[STEMO]

So BT have now had the notes from Open Reach. They have interpreted Lift and Shift to mean that we moved our equipment in our building and tried to refer me to sales !! Er no - the OR engineer has given me the LLU reference Pair 62 to be moved in the exchange...(BT) oh well we have it recorded on this system and the job  will have to be opened on another system. We will ring you back....

You couldn't make it up. This is what happens when telephonists customer service representatives work from an on screen script.