Is it worth logging a ticket?

[petrolhead]

I had a problem with the wiring in one of my extentions. As a result, the b****y BT systems have raised my target noise margin from 6db to 12db.

I had a period since of 14 (15 actually) consecutive days without disconnection at the same sync, but my target noise margin has remained at 12db.

My questions is: if I raise a ticket and ADSL24 log the request with BT, will anything get done? I've heard stories of this taking eons to get done, if at all.

p.s. I was a complete doughnut and left the router plugged in to one of the other extentions whilst I was testing/fixing it...you would think that after 21 years working in the telecomms industry that I would know better wouldn't you? :rolleyes:

[wfnuk]

I had a similar problem and my SNR went up to between 12dB and 15dB, obviously lowering my sync speed and thus my IP Profile too. ADSL24 requested BT to lower my target SNR to 6dB. This resulted in BT wanting an engineer to come out and investigate - a 'Chargeable Event'. I declined this and, consequently, have since had to endure a lower sync rate, typically 1500 to 2000 mbps less than I'd ever had previously, with the corresponding lower IP Profile, too. I hope that you fare better than I did.

[petrolhead]

Thanks Frank. I guess BT are relying too much on their systems and assuming that any noise margin reset is due to a problem with the line/exchange/user device etc. rather than a "freak" event such as mine where I know what the cause was. My IP Profile is currently 3000 but previously it was usually 5000 and capable of 5500 on a good day (highest sync 6200 with 6db margin). If necessary I can prove to BT that my line is capable of this by way of the ADSL24 connection logs+Max reports.

Anyone had a good experience of getting their target noise margin reset?

[wfnuk]

I've been on MAX since day one and, initially, I used to sync at 7000+ mbps. Now, I'm lucky if I sync at 4500 mbps. I've long suspected that BT got 'swamped' by the MAX uptake and, as a consequence, have generally lowered sync speeds, by whatever means necessary, in an attempt to 'spread themselves thinner', without having to invest more in their infrastructure. But then, they aren't going to tell us that, are they? :rolleyes:

[James]

We always have a go at these. If you log a ticket, we will ask BT to lower it. The issue is getting them to do this. But, we will give it a go :)

[petrolhead]

James thx. Should I wait until I have clocked up (almost) another 14 days constant sync or will it make no diff to BT? (I power cycled the router on day 15 to see if there was any change)

Frank - I too have previously suspected the same as you, but then we are probably both being very cynical - there are plenty of people still with a 8128 sync rate.

This is particularly frustrating for me as a) I spent several hours removing the bell wire from all 6 sockets plus disconnecting one unused extension, which saw my sync speed rise from around 4500 to as high as 6200 (usually around 5900 with my router maintaining sync even with 1db margin) and b) due to a flakey router the target margin on my other phone line (f2s, now ceased) was reset to 12db also, and I was looking forward to having a high sync when activated with ADSL24, starting a fresh if you like. Now I'm back to square one (although I've only got myself to blame...sob).

[James]

Makes no difference. I don't think the "14 day" rule actually works anyway.

[petrolhead]

Ta. I'll log a ticket then.

Well, the 14 day rule didn't work for me, and I've never heard of it working for anybody. I think it's just a myth. I was just wondering if BT would turn round and say "wait for 14 days".

[petrolhead]

Er, how comes Interleaving has just been turned on?

It's not a problem I was going to turn it back on anyway but I was in the middle of a conference call and the line went dead for about a minute whilst a re-sync took place. (Top marks to my VPN client it did not drop the VPN connection).

[James]

Hi

I presume you are refering to BT turning it on? If we've logged a fault with them and they think this will help then that's why...

[petrolhead]

You've got to love BT haven't you. My ticket/request was logged with BT on the 13th. Interleaving was turned on by BT that day. I noticed on my router on the 15th (after approx. 48 hours) that it had gone back to Fast Path. Yesterday BT closed the fault saying "Interleaving turned on"! No mention of target noise margin of course.

I'm starting to wonder if the fault management processes within Openreach (ie. both systems and humans) have no concept of a request to change target noise margin (or any customer request for that matter). ie. there is no value for it on a drop-down menu on the CRM therefore it doesn't/can't happen.

[James]

Thye are ridiculous sometimes in these fault reports :(

Drop us an udate on the ticket and we'll give them a kick!

[petrolhead]

Have done so already. Thanks James.

Due to the proximity to the holiday season, do you think it's worth putting on hold until after? It's just another excuse for BT to close it out quickly with an obscure closure code.

[James]

Nah, if they read the notes we put on in the first place they would have seen the SNR request. It's their own fault, so they can be told again ;)