Unacceptable levels of service

What is going on with BT?, for weeks now I have experienced connection issues along with many others it seems by reading these forums.  I have tried everything possible with my hardware/PC and yet the problem persists, this is not an issue my end.  High latency in games, spirals from 20 ms up to over 1000ms, unresponsive and slow internet, unloadable web pages.    Online/BT speedtests showing as I expect with both speed/ping but having done extensive traceroutes, pingtests and pathpings the results are pretty poor, below are examples:
Tracing route to bbc.co.uk [212.58.246.103]
over a maximum of 30 hops:
  1     6 ms     1 ms     1 ms  BTHomeHub.home [192.168.1.254]
  2     *        *        *     Request timed out.
  3     *        *        *     Request timed out.
  4    16 ms    15 ms    15 ms  31.55.185.216
  5  1438 ms    17 ms    16 ms  core4-hu0-1-0-0.faraday.ukcore.bt.net [195.99.127.50]
  6    16 ms    16 ms    16 ms  62.6.201.235
  7    16 ms    15 ms    15 ms  194.74.65.42
  8     *        *        *     Request timed out.
  9    20 ms    19 ms    19 ms  ae0.er02.cwwtf.bbc.co.uk [132.185.254.90]
 10    17 ms    18 ms    17 ms  132.185.255.165
 11    20 ms    18 ms    18 ms  fmt-vip132.cwwtf.bbc.co.uk [212.58.246.103]
Trace complete.
**Edited**
Tracing route to bbc.co.uk [212.58.244.18]
over a maximum of 30 hops:
  0  Pauls.home [192.168.1.71]
  1     *     General failure.
Computing statistics for 25 seconds...
            Source to Here   This Node/Link
Hop  RTT    Lost/Sent = Pct  Lost/Sent = Pct  Address
  0                                           Pauls.home [192.168.1.71]
                              100/ 100 =100%   |
  1  ---     100/ 100 =100%     0/ 100 =  0%  Pauls [0.0.0.0]
Trace complete.
**Edited** 
Tracing route to eu.battle.net [80.239.186.40]
over a maximum of 30 hops:
  1   632 ms     6 ms     1 ms  BTHomeHub.home [192.168.1.254]
  2     *        *        *     Request timed out.
  3     *       16 ms    15 ms  31.55.185.197
  4    16 ms    16 ms    17 ms  31.55.185.204
  5    31 ms    16 ms    15 ms  195.99.127.60
  6   129 ms    18 ms    17 ms  peer6-te0-9-0-13.telehouse.ukcore.bt.net [109.159.254.157]
  7    18 ms    16 ms    16 ms  166-49-211-238.eu.bt.net [166.49.211.238]
  8    17 ms    15 ms    15 ms  213.248.82.249
  9     *        *        *     Request timed out.
Tracing route to itv.co.uk [193.35.9.65]
over a maximum of 30 hops:
  1   166 ms     1 ms     3 ms  BTHomeHub.home [192.168.1.254]
  2     *        *        *     Request timed out.
  3     *        *       15 ms  31.55.185.197
  4   618 ms    20 ms    14 ms  31.55.185.220
  5    18 ms    16 ms    16 ms  core4-hu0-1-0-0.faraday.ukcore.bt.net [195.99.127.50]
  6    17 ms    17 ms    16 ms  host213-121-193-125.ukcore.bt.net [213.121.193.125]
  7    46 ms    16 ms    15 ms  194.74.65.10
  8    17 ms    16 ms    17 ms  ae0-core0.thest.uk.as6908.net [62.149.50.158]
  9    17 ms    17 ms    17 ms  ae2-core0.thnor.uk.as6908.net [62.149.50.170]
 10    20 ms    16 ms    16 ms  ae1-core1.thnor.uk.as6908.net [62.149.50.214]
 11    16 ms    17 ms    15 ms  xe-0-0-0-core0.sdld1.uk.as6908.net [62.149.51.102]
 12    18 ms    17 ms    17 ms  85.92.199.146
Solved!
Go to Solution.

Could be an related to the 21cn network exchange issue(s) ?
Posted this on another thread might be relivent ?
Could it be a exchange issue  ? {Bt's sister isp plusnet} noted these:
{sorry of the caps in advance}
BT COWBRIDGE, BT MORRISTON, BT WEST (Bristol area), BT CARDIFF EMPIRE, BT THORNBURY, BT EASTON, BT WINTERBOURNE, BT FISHPONDS, BT LLANTWIT MAJOR
Wrexham and surrounding exchanges have also been mentioned on here:
https://community.bt.com/t5/BT-Infinity-Speed-Connection/Full-steam-ahead-to-full-astern-What-s-the-...
Service status pages for area codes affected.
https://www.bt.com/consumerFaultTracking/public/faults/tracking.do?pageId=31

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    Even in a negative economy, customer experience is a high priority for consumers, with 60% often or always paying more for a better experience.
    Source: Harris Interactive, Customer Experience Impact Report
    81% of companies with strong capabilities and competencies for delivering customer experience excellence are outperforming their competition
    Source: Peppers & Rogers Group, 2009 Customer Experience Maturity Monitor 
    Out of best in class companies: 91% provide customers the ability to track issues over the web, 57% measure support center success across email, chat, web, and voice, and 62% use integrated voice response (IVR)
    Source: Aberdeen Group
    70% of customer experience management best in class adopters use customer feedback to make strategic decision. 50% of industry-average organisations and 29% of laggards do.
    Source: Aberdeen Group, Customer Experience Management: Engaging Loyal Customers to Evangelize Your Brand
    The top three drivers for investing in customer experience management are:
    1. Improve customer retention – (42 %)
    2. Improve customer satisfaction – (33 %)
    3. Increase cross-selling and up-selling (32 %)
    Source: Aberdeen report – Customer Experience Management: Engaging Loyal Customers to Evangelize Your Brand
    A dissatisfied consumer will tell between 9 and 15 people about their experience. About 13% of dissatisfied customers tell more than 20 people.
    Source: White House Office of Consumer Affairs, Washington, DC
    Retailers and hotels provide the best average customer experience in North America overall as an industry.
    Source: Forrester Customer Experience Index 2010
    90% of North American firms view customer experience as important or critical to 2010 plans. 80% of the firms would like to use customer experience as a form of differentiation.
    Source: Forrester’s The State Of Customer Experience, 2010
    In any contact center, labor costs are typically the largest annual expense component, exceeding 60% of total operational costs
    Source: Avaya, Contact Center Costs: The Case for Telecommuting Agents
    US contact centers spend $12.4 billion annually verifying the caller is who they say they are. 59% of calls require identity verification, but only 3% of these are handled entirely through automated processes.
    Source: ContactBabel, The US Contact Center Decision-Makers’ Guide
    86% of consumers quit doing business with a company because of a bad customer experience, up from 59% 4 years ago
    Source: Harris Interactive, Customer Experience Impact Report
    For every customer complaint, there are 26 other customers who have remained silent
    Source: Lee Resource Inc
    Health insurance plans and tv service providers deliver the worst average customer experience in North America overall as an industry.
    Source: Forrester Customer Experience Index 2010
    The best North American car manufacturers in terms of their dealers’ service departments in 2009 in descending order were: Lexus, Jaguar, BMW, Cadillac, Acura.
    Source: JDPower 2009 Customer Service Index Study
    Customer churn is caused by customer feelings of poor treatment 68% of the time
    Source: TARP
    It takes 12 positive service experiences to make up for one negative experience
    Source: “Understanding Customers” by Ruby Newell-Legner
    91% of unhappy customers will not willingly do business with your organization again
    Source: Lee Resource Inc.
    Happy customers who get their issue resolved tell about 4 to 6 people about their experience.
    Source: White House Office of Consumer Affairs, Washington, DC
    Attracting a new customer costs 5 times as much as keeping an existing one
    Source: Lee Resource Inc.
         76% of companies motivate employees to treat customers fairly and 62%       provide effective tools and training to gain trust with their customers.
    http://www.customer1.com/blog/customer-service-statistics
    And all the above is only in regard to companies in the USA (mores the pity).
    Rank - Mostly Harmless.

  • 3.1.2 Update made things worse, final straw.

    After 4 days of perfect quality service, then 8 days of nothing but problem after problem, that's it, I lost it, this is a completely unacceptable level of service from both Apple and O2.
    Battery life barely lasting a day, 3G signal constantly dropping no matter location (even sitting on the same park bench I could watch it cycle constantly and drop, watching my battery life draining away, wifi, push, etc all turned off)
    O2 says "It's not us, your problem is with the iPhone"
    Apple says "We wont even talk to you until 3pm" (Sure, saturdays are busy, I totally understand, but I am NOT waiting 5 hours to talk to a technical advisor, I dont care how trendy you think you are. (this was at 10 am this morning) )
    So I marched right back into carphone warehouse, told the guy to skip the usual spiel and just cancel my contract. I was warned about going with O2 by friends but ignored them, stupidly, now i'm stuck with £20 worth of iPhone apps, and a £20 case that Carphone Warehouse would not refund.
    I intend to take out an iPhone contract with Vodaphone in January (supposedly when they are releasing). I don't intend to try Orange, I have had a terrible experience with them in the past.
    3.1.2 was the final straw, it's ridiculous that they had to release 2 updates within 2 weeks in the first place, let alone neither of them fixing any of the problems I was having, despite restoring the phone several times, cycling the battery, new sim, etc.
    If the problems are with the phone itself, hardware or software, I can only hope that they fix it by January, whereas if the problem is with O2s network, then good riddance. What a complete bust.
    Anyone who is thinking about taking out a contract, I advise you wait, anyone who still has the ability to cancel without incurring penalty I strongly urge you to do so.
    Such a pity, the device itself was the best gadget I ever had, absolutely loved it, but it's a phone first and foremost and i'm certainly not paying £250 up front and £45/month for a phone that only works on GPRS, I can get that for £10/month and no upfront from Virgin (same minutes/texts).

    I tried absolutely everything but thanks for the suggestions.
    Went from 3.0 (phone came with)
    To 3.1
    Several Hard Resets and more than one restore (from backup)
    Replaced the sim.
    More hard resets.
    Restore without backup (as new phone)
    Perfect GPRS reception when I turned 3G off, but honestly, no way I was prepared to pay 45/month for that and hope that the problem was software and not the 3G chip. So I returned it already.
    As for booking an appointment ahead of time, I already view Apple and the way they operate as pretentious and aloof, it's a SHOP, I should not need to book an appointment to walk into a shop and talk to an employee, that is not how shops work. I have a faulty product that needs to be replaced, I do not need to book an appointment to have a 'genius' ask me textbook questions before implying I must have tampered with the phone before reluctantly offering me an upgrade.
    In any other store a normal sales clerk will do that without making me wait 5 hours, I just get in the queue.
    Given the deadline for being locked into the contract was monday, I didnt want to risk waiting till saturday night for a new phone and being given just sunday to test it, because the first phone was fine for four days before giving me problems.
    To axemandu:
    I completely agree, whether the problem is with Apples software, the 3G chip Apple chose to use, or the service providers (or a combination of any of the three) the level of communication and service that a number (i'm not going to make any assumption as to how many, but more than enough to support 100+ page threads of complaints) of customers are recieving a level of service that is totally and utterly unacceptable and something needs to be done.
    I was lucky that I could ditch my contract, others were not so lucky and those people are being left with a huge monthly cost for a phone that is essentially, broken 24/7.
    I've never been Apples biggest fan, I had a rather dim view of them (and any company that hails the first iteration of a hardware product the way Apple does, first iterations always have problems which is why I waited for the 3Gs, assuming problems would be fixed by then) until I bought an iPod Classic, which has served me incredibly well for nearly 2 years now and is still performing amazingly.
    To go from that to the problems i've had with the iPhone 3GS and O2 has destroyed my newfound confidence in Apple, I have returned to intensely disliking them and although I intend to take out a Vodafone iPhone contract, I only intend to do so in order to make use of the money that would be wasted on the case/apps/etc I bought for the iPhone. If that still does not function well in the grace period before being locked into the contract, I will not hesitate to switch to an Android powered phone or one of the new Nokias.

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