Monitoring Speed Fault Report

I have a problem with my broadband speed and have been monitoring progress on BT.COM. The current status is reported below. Is this normal ?

Thanks Keith, I have tried that but they say cannot help as it is now being dealt with by second line support who they then try to put me in touch with. I then get told second line support will ring me and they do not. So I ring BT and get told it will be fixed and they will ring me but they do not. Meanwhile another fault record is put on BT.Com for my phone line that I have no prior knowledge of and a claim that my Vision problem will soon be solved but I have not got the Vision product.
This is only part of the story. I am trying to avoid a rant at BT and just concentrate on why the Fault Progress log is
a) confusing ( eg what does "unable to make further changes mean) b) contains incorrect information c) does not allow the customer any input other than to confirm that the problem is fixed and d) seems to serve no useful purpose in its present form.
I am looking to find out if I am a special case or if others have had a similar experience.

Similar Messages

Fault reporting and customer service very poor.

Hi,
Long story short.....
I had infinity 2 installed in September and enjoyed speeds and I.P profile of 70-74mbps until November, since then my speeds and I.P profile has been dropping slowly until it reached 55mbps a few weeks ago.....thinking is was a problem with my equipment I replaced everything piece by piece over time (erthernet cables ,faceplate and hub from HH4 to HH5 & even my P.C) when this did not work I contacted BT at the beginning of this month to report a fault only to be told "55mbps is within acceptable limits and my online gaming would not need anywhere those speeds and no fault would be logged".........to say I was very angry was an understatement however I accepted this and continued to monitor the speeds........they still continued to drop.
I next rang BT 14th of this month and after the usual rounds of hoop jumping,questions and diagnostics a line fault was "magically" detected and a fault reluctantly reported by the staff (after pushing the issue) and a VOL number given for it......the fault report was closed yesterday, 24 hours after the fault was reported as fixed my speeds and I.P profile have dropped further (now 38mbs) giving me the impression they actually never fixed the fault and just closed it down hoping I would not notice.
Another phonecall today to the call centre and more of the same questions and diagnostics the same line fault is still being detected by them and have started another fault report with another round of "we will be monitoring the line for a few days and we will call you back"
I'm exceptionally annoyed with this level of service.....my house is less than 200 feet from the infinity cabinet and the copper overhead line goes direct to the junction box next to it, the BT DSL checker website states that even on the impacted "Range B" stats I should get 71/17 and they are don't seem that bothered that I'm getting 38/7 and for a third time want to "monitor the line"
Is this the norm for BT of the level of service towards it's customers?
If I was not locked into an 18 month contract with B.T I would have gone elsewhere by now.
Please note....
Although I have ranted thoughout this entry to the forum and I understand this is not a complaints area that B.T monitor I conducted my calls to the call centre staff with respect to them (not raising my voice or loosing my temper).....I do not believe in shooting the messengers.

Hi old-Nick,
Welcome to the community and thanks for posting!
I'm sorry for the problems you're having with your BT Infinity speed. I can help sort things out from here. Click on my username and under the "about me" section you'll see the link to get in touch with us.
Please include the link to this thread when you complete the form and whenever we've received your details we'll take it from there.
Thanks a million,
Robbie
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Case of the missing fault report....

I placed a fault report on the bt website over the holidays, (details of the fault are below)...However on returning to my bt account to check if the fault is being looked at the whole report has disappeared from my account!
[quote]Thanks for your email. Your reference number is xxxxxx-xxxxxx. If you need to contact us again before we reply, please tell us your reference number.[/quote]
Actual problem....My BT infinity speeds have dropped to non infinity speeds...
Test Results...Download speedachieved during the test was - 22855 Kbps
For your connection, the acceptable range of speedsis 12000-26518 Kbps .
Additional Information:
IP Profile for your line is -26518 Kbps
>Upload speed achieved during the test was - 605 Kbps
Additional Information:
Upstream Rate IP profile on your line is - 10000 Kbps
Looks to me alot like Im on the wrong IP profile for my line as I have had 37mb download and 8mb upload for several months with no troubles. My pings to game servers have more than trebled aswell!!
Its clear something is wrong with my BT Infinity connection but how do I get my profile atleast corrected, without my fault reports dissapearing?
Solved!
Go to Solution.

Hi,
I checked out that reference number and it looks like it's being worked on at the minute. Someone should be in contact soon to update you. If you don't hear anything just send us an email through our contact form and we'll pick up the case instead.
Dean
BTCare Community Mod
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

BT clear fault reports when there is obviously sti...

I have noticed in My BT that my fault reports are being cleared (resolved), or the notice below is displayed, when there is obviously still a fault. Clear requestWe think your fault is now fixed
Your fault should now be fixedThe problem with your broadband should now be fixed. If this is the case then please confirm by clicking the button below. If you are still having problems then please call 0800 111 4567
I have speed issues, related to high noise margins and a low IP Profile, which affects my Broadband and BT Vision / iPlayer. It has been going on for months, sometimes ok most times not. It is now to the point that I have had extremely poor speeds since the beginning of June. I registered a fault, via e-mail, I was fed up with phoning the 0800 111 4567 number, about ten days ago. I communicated my stats to the people that where looking into the fault a couple of times and asked them to keep the file open.
The fault is still there and I am still unable to use BT Vision 'on demand' or iPlayer.
Has anybody else had this experience

I started a thread in BT Vision, which basically show all my issues.
http://community.bt.com/t5/BT-Vision/Weird-and-Wonderfull-BB-Vision-Experts-and-Mods-Advice-Required...
Yes from advice from the forum, helpdesk, and others I have done all that I can. Stats and speedtester results are shown on the above.
From comments on the forum I know that speed and profile issues can take 3 to 5 days or even up to 10 to correct. But when the signal keeps dropping it is always back to square one. So I check fault tracking every couple of days to see if there is any progress.
I can understand that BT want to keep fault reports to a minimum, what I don't understand, when they have sophisticated equipment, that they can consider a fault resolved when it obviously is not.
Just wondered if anybody else has experienced this.
The mods are now looking in to my problem, I just hope they don't give up as it appears everybody else in BT have.

Web fault reporting doesn't work

My phone line was tested and it came back as working but it isn't. I have removed all extensions and tested with 2 different phones at the master socket and a fault still occurs. The line works after a fashion but doesn't ring properly and also sometimes loses the incoming phone number information. Broadband is ok.
But the BT web site won't allow me to report it because the line was tested as ok but I know it isn't. This is a failure of customer service.
Also this link doesn't work (I am using Mozilla Firefox not Internet Explorer but this shouldn't make a difference)
https://www.bt.com/consumerFaultTracking/public/faults/reporting.do?pageId=21&s_cid=con_FURL_faults
So I can't use the web site to report the fault and I had to call an 0800 number with a mobile.
Not good.

The website is working fine from your link posted also you can call BT from this number From a mobile: 0330 123 4151 the charge for this call will come from you mobile calling plan
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’

I have a Power MAC G5 dual 2ghz that has a peculiar problem. The monitor will not report until the machine is stopped and started 5 or 6 times. Once booted it will restart without problem if done so from the apple menu. Swapped out all hardware

My Power MAC G5 has a peculiar problem. The monitor fails to report until the machine is started and shut down 5 or 6 times. Once it has booted it can be restarted without incident from the Apple menu. I have swapped out all of the hardware. Monitor, Memmory,Video Card and reset the PRAM. After resetting the PRAM it booted on the first attempt and I thought it was solved. But the next day it was back to starting and stopping until the Monitor came on. Does anyone have a suggestion? Thanks

It could be a bad PRAM battery corrupting your PRAM. Typically when I have monitor issues on startup it is a bad PRAM battery.
Texas Mac Man's PRAM, battery, PMU tutorial - https://sites.google.com/site/macpram/mac-pram-nvram-cuda-pmu-battery-tutorial
Apple's PRAM reset directions - http://docs.info.apple.com/article.html?artnum=2238
If you have a digital multimeter you can check the condition of your present battery. It should read at least 3.2V if it is the 3.6V half-AA battery type. A new battery provides 3.67 Volts DC. A bad battery provides under 3.2 Volts DC. Ideally this should be measured while the battery is under load; added recommendation from Hans777:
>I have recently found out that an exhausted battery will still indicate >3.6 V with a high internal resistance VM.
>
>Checking incircuit: powercord disconnected press PMU reset button for >about 5 sec before measuring.
>
>Checking outside: load the battery with a 1500 Ohm resistor when measuring.
Alternatively, test the battery while it is still in the computer.
If the battery is more than 5 years old, especially if you totally disconnect the computer from the power regularly, or have left it unplugged for several months at one time, it is likely the battery is dead.
Sometimes you have to do a more intensive reset of hardware management:
[Resetting Cuda/PMU on Power Mac G5, Power Mac G4, Power Macintosh G3|http://support.apple.com/kb/HT1939]
[How to reset the SMU on a Power Mac G5 (Late 2004) or Power Mac G5 (Late 2005)|http://support.apple.com/kb/HT1436]
[iMac G5: How to Reset the SMU|http://support.apple.com/kb/HT1767]

SIP trunking monitoring and usage report

Hello all,
Recently the IP telephony system has migrated to SIP trunking from PRI.   SIP trunking is running on CUBE 2900 serials.
Could anyone advise the following?    much appreciate it.
. SIP trunking monitoring :
   If MIB needed,   any brief steps to configure it on monitored device and monitoring system?
. SIP trunking usage report :
   Any software/application could generate the usage report?   and show the cocurrent calls?
Thanks again,
master002

Thanks Nadeem for the reply, looks Variphy Insight is the option?
I have installed RTMT and was able to get the real time data instead of the usage report. I also have CUOM -- operation manager, I haven't customized it to monitor SIP trunking yet.
As my previous post mentioned, any one could share the idea or experience on SIP trunking monitoring and usage report?
Thanks again,

Monitor Shopping Cart report(BBP_MON_SC) not showing detail Limit carts

Hi All,
We have a problem with Monitor Shopping Cart report(BBP_MON_SC).
This is not showing up the details of Limit cart.
It gives a pop-up which says "No Shopping Carts for your Search Criteria".
We are in SRM 5.0 and ECC as backend.
Any help in this regards is highly appreciated.
Thanks & Regards,
Venkat

Hi
Please go through the pointers ->
Note 972697 bbp_mon_sc: No result for limit shopping cart search
Note 790027
Bugs in BBP_MON_SC
Regards
- Atul

Fault Reporting and Repair Time

Is it me or is the fault reporting number for BT useless?
I realised our phone line wasn't working at about 20:00hrs in the evening. I live in an area with no mobile signal so drove the few miles needed to get a mobile signal and called 0800800151 to report the fault. After a few minutes following the menus it tells me it is doing a line test and at the end of the line test the automated service tells me there is no fault on the line and hangs up on me. I tried 4 times to find a series of menu options I needed to select to actually speak to someone. At first they told me no fault on the line. After explaining to them (several times) that I had unplugged all extensions, tried several different phones in the main socket only and I still had no dialling tone and that I also tried ringing my landline number but kept getting an error in connection message or number not in service message they agreed there might be a fault on the line and gave me an estimated repair time of 4 working days (not 3 as stated in BT's terms and conditions).
First it took 90 minutes to actually report the fault to a human being.
Secondly when I did talk to a human being they kept asking for an alternative number even though I kept on explaining I have no mobile phone signal at home.
Thirdly they did not tell me they could put a message informing callers there was a fault on my line - when I found this out for myself it took 18hours for the message to appear.
Fourthly 4 working days seems a bit extreme to fix a fault. I was told I would be kept updated online but it continuously says further diagnostic tests are being carried out from the diagnostic test centre (would that be the same diagnostic test centre that told me there was no fault on the line when I was trying to report the fault). Now living in a rural area I would notice if an openreach van was out and about but there is no sign of one so I don't believe anything is actually being done.
Is this the level of service that can be expected in the 21st century?

"BT do not provide or maintain the external network. This is done by Openreach who work for all service providers. BT do not get any special treatment.
Openreach have a backlog of work, so installation and repairs are taking much longer than normal.
Openreach only have to respond to a fault in three days, repairs could take much longer than that, depending on the nature of the fault."
I do realise the above since that seems to be the standard reply here. However, I cannot contact openreach as they are not contactable. BT provide me with a service and BT do not give me this service so therefore I have to deal with them. My point is that the BT call centres are useless - they either provide incorrect information or no information at all and it always takes ages to actually speak to a human being.
The fault has been updated online (although I did not receive an e-mail as it says on the website to tell me there is an update to the fault) and says customer action is required and that I need to book an engineer.
This is all very well but:
1. The next available date for an engineer is 2 weeks in the future.
2. The website says they expect to have the fault fixed by the 4th of september (how is that possible if I need an engineer visit and the next available date is 2 weeks in the future?)
3. If I book a day off work will the engineer actually turn up (I only ask because I speak from experience on the broadband side of things - appointment agreed, I book time off work and then no one turns up). Bet I can't charge openreach (or BT) for a missed appointment and lost earnings for myself but if it is the other way around...........
As for the comment about using a cheap residential grade service - is that not what most people use. Should I be expected to pay for a business total care package or something for a residential home telephone? Would that make a difference (I deal with several total care leased lines at work and one fault took them a year to find)?

Can't access fault reporting page

Everytime i open the page to report a fault with my home phone line all i get is a blank screen. Is this a problem with BT's server? Although i can access the business fault reporting page.

I think the fault reporting pages are having 'issues', also there was a problem with certain number ranges not being recognised by bt.com faults.
If you have a 10 digit number (instead of 11) you might want to try calling the hep desk instead on 0800 800 151.

I've just completed a vunerability scan (Kaspersky 2010 suite) and it recommends Idownload a patch from the vendor (SA42517= fault report). there are no updates so is Firefox safe to use?

I've just completed a vunerability scan (Kaspersky 2010 suite) and it recommends Idownload a patch from the vendor (SA42517= fault report). there are no updates so is Firefox safe to use?

You are using a relatively old version of Firefox (version 3.6), you should update to the latest version (3.6.13), there have been quite a few security fixes since the one you are using. You can get it from http://www.mozilla.com - you can download the setup file then run it to install it, this will replace your version with the latest.

My mac Pro Tower shows some green and reddish lines on the monitor and gives report of unresponsive processor

My mac Pro Tower shows some green and reddish lines on the monitor and gives report of unresponsive processor

And never heard of one case of AHT finding or reporting a real GPU related problem.
It does sound like the graphic card and best way to know is to swap it out, even if you have a PC card around.

Setup and configuration for system monitoring and IT Reporting for Java sys

Hi all,
How to setup and configuration for system monitoring and IT Reporting for Java system ?
How to connect Java system to Solman system?
Regards,
Neni

HI,
What is your OS? You can use SAPCCMSR.exe to monitoring IT Reporting Java system on Solman.
Go to solman rz21 create a csmreg user. and configuration fil for agent. copy configuration fil on usr/sap/ccms/..
Go to comman line cd ../user/sap/xxx/sys/exe/.../ wite SAPCCMSR.00 -R pf=< ...../sys/profile/instans profile> .
You can se agent on rz10 and use this connaction on rz20 to monitoring and IT Reporting Java system on Solman.
I hope this help

Very slow speed. Reported but not fixed.

After having very slow up to 20mb speeds and constant disconnections I decided to go for infinity option 2 as I had so many problems with ADSL with constant calls to India and engineers coming out.
The engineer turned up as instructed and fitted the equipment. No problems there. He did say I was the only one to have infinity installed at my local cabinet.
Now the real problems started. I still have disconnection issues but not as many now. And the speed I am receiving is worse than my old up to 20mb service.
I have reported this several times (through the help desk in India !!) and some times an engineer comes out and tests the line, equipment, cabinet and telephones the infinity help desk as it appears they can do things remotely.
Each engineer that turns up says he is not trained to fix the problem and that he has done what he is contractually obliged to do and then leaves, stating to wait 10 days and see if the problem fixes itself.
So it appears I'm in a circle of ringing India and being told to wait 10 days or getting someone out who can't fix it, states to wait 10 days and then leaves with problem not fixed.
What am I to do.
Solved!
Go to Solution.

After getting the mods involved and a fault being raised the fault still hasn't been fixed even through it states on the BT website report and track faults that it has been fixed. An engineer hasn't been out to fix it so I am confused as to what BT have done to attempt to fix my broadband problem
Seriously what do I have to do to get this fixed. It is unacceptable that I'm am paying for a service I'm not getting.
How is this posted screen from BT Speedtest accetpable for BT Infinity Option 2 with speeds stated as 60mb down and 20mbs up as reported by the enginner who fitted it.
Your advise will be greatfully helped as I have tried every option now and stil no fix.

Fault reported on

Reported a fault on line yesterday which is my 88 years old mother who relies on a lifeline for emergencies when I am at work. The update says it will be done by 10/03 is there antway of speeding up the response fro a housebound 88 year old
Solved!
Go to Solution.

Hi Skybluebarry,
I'll be happy to look and see if we can do anything for you and your mother.
Could you drop me in an email please with your BT account and telephone number along with a link back to this thread.
Just send using the contact us form in my profile under the 'about me' section and mark FAO Craig please.
Thx
Craig
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)”
td-p/30">Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Monitoring Speed Fault Report

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