Broadband Exchange In The Red

[Leon Retro]

I have had serious problems with my Broadband for 2 months. In the evenings between 5pm and 11pm it drops-out constantly. On Saturdays it's really bad.

I was with Pipex, but after they were less than helpful, I changed over to Supanet.

The problem is still the same with the new ISP. Its not my hardware, as I have checked this out thoroughly.

I have now investigated and found out my local exchange is coming-up red on my ISP's computer, which means it is overloaded with broadband users.

My ISP's computer is saying that the exchange is to be upgraded by BT on the 1st December. I have phoned BT to enquire about the problem, but they will not disclose any info, because I am not with BT Broadband.

BT are making out it's my ISP's fault and they need to purchase more bandwith. I phoned my ISP and they said that the statement is false and when an exchange is in the red, it has nothing to do with the ISP's bandwith.

Does anyone know about this sort of thing. My ISP seems powerless, and BT are extremely evasive. The whole situation is really pissing me off.

I want to play-on XBLive again!

[DjSatansfury]

lol, didnt you post here before, where we told you that nearly 98% that it wasnt Pipex, and you wouldnt believe us?

[Leon Retro]

Yeah, you guys were right, but I was told, its either my hardware, the ISP, or BT.

Now I know it's BT, and whilst it's good to know what the problem is, it's still a headache trying to get someone to sort the problem, especially with BT's policy of " Your not with us, so we don't care ".

Any idea what I can do about this problem?

[Ginger Tosser]

Might be worth browsing http://www.adslguide.org.uk/ They might have some contact numbers.

[babs]

If they're saying that the exchange is overcontended I'd be surprised, but it's a possibility. While I don't have any numbers, the people you need to speak to on that front are BT Wholesale, not Openworld/Connect/Broadband etc (ie BT Retail). They are the ones who put the equipment in the exchanges and rent the lines to your ISP.

[Super Stu]

Is it not Ignite that would do the messing about in the exchange? You'll not be allowed to talk to them.

Anyway, I can't see BT divulging this sort of info to the general public; there was very much an air of passing the buck even when it was patently BT at fault.

[PeteJ]

I've started getting the same problem with Pipex, it is dropping connection almost every night (usually just as I grab the flag on Halo 2 CTF).

[Leon Retro]

I have my fingers crossed that my ISP is right about my local exchange being upgraded on the 1st.

If his computer is saying it's in the red, that must be the problem. BT have phoned me and told me to contact my ISP to arrange a date for a BT engineer to call. It all seems pointless though, my internet works perfectly most of the time, especially when I happen to be up in the early hours. It really does my head-in the way there isn't any common sense or honesty from BT.

Pete, have you got any idea why your connection is playing-up, have you contacted Pipex? I was with them until recently, I changed over to try and solve my problems, but now I know it's not the ISP's fault.

[PeteJ]

No I've not done anything about it, hasn't happend enough times to be honest...not played Halo2 for two days now

Shocking, I know

[Leon Retro]

I can only guarantee a good connection late at night, which means I get hardly any action on Halo2.

[Super Stu]

It really does my head-in the way there isn't any common sense or honesty from BT.

In fairness, folk moan at BT that they're a monopoly, and thus are subject to standard rules preventing casual inter-'department' information sharing, but then moan when 'the left hand doesn't know what the right hand is doing'. You can't have it both ways. As such, it may well be that the person you're speaking to literally cannot tell you what is happening beyond their simple remit, or isn't permitted access to the information.

No, the real problem in BT is apathetic employees (no doubt largely due to call centre ethos) who cba to proactively deal with problems.

Pass the buck(tm).

[MrKirov]

Personally I dont really think thats fair.

I work as a BT 150 advisor, and personally do everything I possibly can for a customer. Yes, I have stats which must be met each and every day- but the amount of times ive spent dealling with 1 problem, and speaking to mulitple departments trying to sort things out that I have nothing to do with is infathomable.

Ive spent hours on single calls- specifically about this subject- when I have a limitation of 5 mins on my calls. I believe in taking ownership and because of a few bad experiences I believe thats a bit unfair.

Fair enough I cant talk for the majority of people, and I dont pretend too. Although I do know that at least- in my team- we do everything we can at our own expense.

In relation to the problem, data protection,security and compliance prevents us from passing on the details you seek. As someone rightly said up there- BT wholesale are the ones that can help.

[PeteJ]

Surprised you don't snipe the bastards, Mr Kirov.

:/

[MrKirov]

Surprised you don't snipe the bastards, Mr Kirov.

:/