Bt helpdesk is anything but

Question

I'm trying to get a sensible answer out of BTs level 1 and level 2 helpdesk but I'm failing miserably. Maybe someone on this forum knows more about how these things work and can explain it to me.
I've had an ongiing problem with my phone/broadband since the 18/Nov (actually I've had intermittent speed issues with my broadband since I moved into my house in January but that's another story and a line profile reset usually gets me back up and working for a few months at least).
I reported a fault on my noisy line 18/Nov and my broadband was practically inactive at 0.05mbit. BT eventually decided it was my fault and dispatched an engineer to my house to fix the problem and if it was my fault they'd charge me 129.99. The engineer arrived and before I had a chance to make him a cup of tea he'd jumped back in his van and drove off to the cabinet on the other side of the village. Twenty minutes later he was back saying the connections had corroded in the cabinet and everything was now working. He decided to replace my master socket as it was old (not because it was faulty). I was surprised when I found on my notes later that the cause of the line fault was in the master socket and that was the reason it was replaced! Not the first time the "solution" has been noted wrongly. A few months ago the "cause" was the wrong wireless channel on my router even though I'd told the helpdesk I'd checked everything via ethernet and via the master test socket. The actual solution was a line profile reset.
Anyway, things were really good for a week. My voice calls had the clearest line ever (before there was a slight echo on the line) and my broadband was the fastest it had ever been (previously it bested at 1.8mbit, now it was consistently at 2.3mbit). Then my noisy line came back and my broadband dropped to 0.01-0.05mbit again. I logged another fault on the 5/Dec. An engineer was dispatched to the cabinet at the end of my village and my line was back to normal last tuesday morning (broadband still 0.01-0.05mbit). I contacted the helpdesk to get them to do a line profile reset which has always fixed my slow broadband within the hour but the person I spoke to was highly resistent to do anything other than ask me questions from her script "do you have a wired or wireless connection" etc etc After 90 minutes I gave up and phoned later and got through to Level 2 support who did some tests and reckoned a (SNR) line reset was in order but it was now too late to do one (have to get them in before 8p) and they would schedule it for the following day (Wed).
On Wednesday a lady from the level 2 support phoned me and told me she'd initiated a line reset and that my line speed would be 4. something mbit within an hour then settling down over the next 44 hours as it stabilised. Sounded good but yesterday my broadband was still 0.01-0.05mbit and my IP profile was still 0.14. Last night I called L2 support again and I was told I must have "misunderstood" the person I spoke to the day before as it would take 72 hours for my speed to increase. I'm not sure exactly what it was she said that I could have misunderstood and I did ask the person I spoke to but he didn't seem to have an answer for that and as the woman I spoke to was off-shift we couldn't get her on the line to confirm or deny what she had said). I asked about the reset and he told me it was a RAMBO reset that had been performed.
This morning I contacted support to confirm what had been reset and when and eventually after much prompting I was told a RAMBO reset had been done on the tuesday immediatley after the engineer cleared the line fault and an SNR reset was done on Wed when the helpdesk phoned and told me my speed would be up within the hour. I got cut off the chat before I could finish talking to the helpdesk. I called back and after a protracted chat he told me he'd contacted the L2 helpdesk and they'd never heard of a RAMBO reset!
Having googled the term I've found out that it's BTs ADSL management software so I would have expected them to know that! Doesn't inspire confidence when a level 2 helpdesk is unaware of a companies products!
So my question for the forum is; given that I've been given so much inconsistent information, much of it from the level 2 network helpdesk where they should know better. Can anyone give me an explanation of the different resets that BT can apply to my line and how long before they take any effect. So far I have about an hour, 44 hours, up to 72 hours, can take up to ten days to choose from. 
From previous experience in the last 10 months when I've probably had my line profile reset serveral times, I've noticed a pretty good speed increase within 1-2 hours of BT saying it had been done. This time my boradband test shows download speed 0.01-0.09mbit, acceptable range 0.05-0.25mbit. DSL connection rate 4.29mbit(down) and 0.45mbit(up) and IP Profile 0.14mbit.
Anyone got any useful information for me before I go into battle with the level 2 support tonight?

Answer 1

Hi Welcome to the community forums
Here is a basic guide to getting help from the community members done by CL Keith Please read through the link posted http://forumhelp.dyndns.info/speed/first_steps.html
once you have posted the information asked for then the community members can help you more
Thank You
This is a customer to customer self help forum the only BT presence here are the forum moderators there will now  no longer any need to help line because if the community members cannot resolve it then the Forum Mods who are UK based  BT specialists  who take personal  ownership of any problem and a single point of contact until fully resolved 
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’