How many times do you have to tell the call centre...

Question

I have had excellent service from BT with a line speed of some 7.5 to almost 9 meg download and around 1 meg upload.
Recently my download speed slowed dramatically to 400k BUT the upload speed stayed the same.
When I could no longer use iplayer Utube or any TV on demand I tried to call the fault reporting.
First on Friday I spent almost an hour trying everything wireless change channels - Socket unplug the house and go to the main ( carrying my PC and router up two flights of stairs)
I eventually was put to a supervisor who said he understood that its a problem with the exchange and promised to do something.
Friday passed along with Saturday Sunday and Monday, repeated speed tests show aprox 400K download both on BT system and also on external speed checks. Interogating my router for DSL speed also confirmed upload 1 meg and download 400k.
Tuesday - rang back and had all the same questions are you on wireless? Expecting this I had already changed to wired.
Next question back to main sockets vice extensions, again, Having explained the supervisor from Friday already checked this and was going to get it fixed - I had to refuse to move my setup upstairs again since I had already done it twice on Friday.
Has there been a storm? of course UK has storms BUT I tried to explain that if the line is noisy or wet both uplink and downlink normally fade together. 
I asked what progress had been made ? They did not seem to have any update and limited information - SURELY BT take notes and put them on the system?
Eventually I had another supervisor - after explaining everything he conceeded that the first supervisor on Friday did nothing.  He then again asked to recheck the line and for the 4th time got the same results as me 400k down 1 meg up. He also tried to ask about wireless which I had eliminated and router - OH mine is a belkin not BT hub so that caused consternation. He after what seemed ages went away to test the line again and the phone of course dropped out as it will if your testing. He never rang back either.
In order not to have more of the same I connected the BT home hub supplied by BT and set it up and tested the speed - Guess what the speed was identical on the BT hub as my Belkin but at least they cant blame that.
Being totally frustrated I tried again and got another operator - and yes they wanted mainly to talk about my wireless being the problem I quickly explained its wired which kind of threw them - yes your right the main socket issue came up again but seriously Im not lugging all that kit upstairs again when Ive already done it. The inevitable test the line took place and yet again for the 4th time the results were identical - max 400k download ( 1 meg up).
After having to become very forceful this person agreed that OK I had done all the tests ( several times). When I asked what was on the system for the fault and who dealt with it last time - nothing.
They agreed to send me an email which I have got and also this time to reset my profile? What profile and why was it not set before?  I have now been told my speed will increase over 48 hours - currently its not yet changed!
I expect that I will probably have to go through all this again, why dont they write down whats been done so you dont have to what a waste of all our times.
Well as you may tell Im not terribly happy with this and dont have confidence that it will get fixed - which means its probably going to be bad over christmas - I dont normally write to furums and having been an engineer all my life and pretty good with PC's I found the whole experience very frustrating. Anyone know what changing the profile may do and does it really take 48 hours?
Solved!
Go to Solution.

Answer 1

Latest no speed change after 24 hours not one tiny bit - so much for it increasing gradually to the old maximum.
Stats
BT speed check gave me Downstream 468  IP Profile 506
Upstream 929 IP Profile 1135.
Much the same as I have got for the past week and also get on either router and still get after a supposed profile reset.
Checks on mybroadbandspeed.co.uk which I have been keeping for 12 months show its down from more than 7 meg to 400k.
Anyone know why the DSL link shows a better uplink than downlink - Faulty DSLAM ?
Router stats? ADSL ( Belkin)
ADSL
Language
 Type
Current Langugae
English
 Status
No Defect
Available Langugaes
English  Deutsch  Français  Español
Downstream   
Upstream
 Data Rate(Kbps)
         574         
         1103
 Noise margin (dB)
         31.3         
         6.1
 Output power (dBm)
         0.0         
         12.7
 Attenuation (dB)
         30.0         
         14.6