So far so bad...

[#1]

Hi,
FYI ticket 38130227 is definitely on your account. The details of which seem to be surrounding a regrade order. I'm unable to check this at present due to working from home, however I should be in the office this afternoon so I'll check and get back to you.
Re the fault let us know how the engineer visit goes today.

[#2]

These are only ones I see..
38057606 Awaiting Support Team answer
37834834 Awaiting Support Team answer
well its 12:45 and I am still waiting for my engineer visit due:  22/10/10 between 08.00-13.00, have been told after being oh hold for 30mins ( and passed through 3 different departments at PN) that theres nothing that PN will do to investigate/chase BT until after 14:00.
I am concerned that I have fallen through yet another crack in the system.. meanwhile I pay for calls to PN giving you yet more money for trying to chase up someone elses inneficency and incompetence, I will give them the benefit but if I have been sat in all morning for nothing will be really P**** off
Edit: its now 13:07 and no sign of BT Engineer am now officially unhappy..

[#3]

Even though its not strictly correct change the drop down to 'closed questions in the last 30 days'  you'll see if then. We've had this issue before so I'll make sure it's looked at. The ticket relates to an order to regrade your service to 21 CN (up to 20mb).

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that theres nothing that PN will do to investigate/chase BT until after 14:00.

That's correct I'm afraid. I'll make sure it gets chased as soon after 14:00 as possible.

[#4]

ERM.. my maxspeed has only been 5mb whilst I appreciate the upgrade, I doubt it will make any difference to my speed.. as I have never had over 8mb speed
thanks for chasing this for me
EDIT: Rang faults at 14:30, to be told PN can do nothing now until 6PM, or until the engineer submits report..  and that I should not have been told that message about 2pm, but as I have been connected for 20+ hours suspect BT hasn't done anything yet... as L&S should kill my connection

[#5]

I've queried this with our suppliers and I'm afraid that the appointment failed to be booked on their systems correctly . I can't imagine why you've been advised to wait until 6pm as it should just be a matter of booking a new appointment.
Even though we are not directly at the centre of this problem we would like to apologise for any inconvenience.

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as L&S should kill my connection

Connections do drop briefly due to a lift and shift but should not disappear for a prolonged period of time.

[#6]

the cost of lost income for today £70 - who do I send the bill to?

[#7]

We will look to provide a good will gesture but we don't provide compensation for loss of income I'm afraid, this is covered in our terms and conditions.
If you can let us know when you would like us to reappoint for I can take the reins on this and double check that the appointment booking has reached Openreach and has not failed due to any other system related issues.

[#8]

As soon as possible but as I will NOW have to take a second day off am really not amused..  if your colleagues had checked the booking this afternoon, it could have been rearanged for tomorrow, but I guess it wont be fixed for several days now, engineers wont want to work Christmas Eve, or Boxing Day, once again I have to put it down to poor customer service on PN side..

if it wasnt booked correctly why did I get an email saying :

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Username **** We are pleased to be able to inform you that a member of our Customer Support Centre has now escalated your Question [number  38057606 ] for further investigation. The following comment was added to the Question Dear Mr Mahon, As per our discussion, An engineer has now been booked for you Date & time of engineer:  22/10/10 between 08.00-13.00 Please let us know how the engineer's visit goes, or tell us if the appointment isn't suitable for you. If it isn't we can reschedule it for another day/time. Kind Regards, [mremoved] ~internal~ 1-6704183622 [internal] Visit number:  1 Type of engineer:  SFI2 Notes added for the engineer:  Engineer to check RF3 filter, SSFP, ports in the exchange, E and D side and to re-crimp any bad pairs.  Also to carry out L&S if needed and to add notes on what has been done. Previous work carried out (if applicable):  N/A

jim:csa

[#9]

one bit of good news in all the fubar...
the DLM has increased my speed a little

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http://www.speedtester.bt.com Download speedachieved during the test was - 588 Kbps For your connection, the acceptable range of speedsis 400-1000 Kbps. Additional Information: Your DSL Connection Rate :1145 Kbps(DOWN-STREAM), 444 Kbps(UP-STREAM) IP Profile for your line is - 750 Kbps The throughput of Best Efforts (BE) classes achieved during the test is - 9.45:27.16:63.38 (SBE:NBE:PBE) These figures represent the ratio while sententiously passing Sub BE, Normal BE and Priority BE marked traffic. .

[#10]

I'm just about to jump on this and book the appointment now.
To us the appointment was booked. We make the bookings with our suppliers BT Wholesale via their systems, that system did send us a confirmation (hence the message you quoted) following the appointment should be passed to Openreach, things seem to have failed at that point I'm afraid.
Please bear with me and I'll come back to you ASAP.

[#11]

The next available appointnment has been booked. Its an AM appointment on the 29th. I'm sorry nothing sooner could be arranged.
I have spoken with Wholsale and have ensured that the booking has reached Openreach's systems.

[#12]

Thanks Adam. wasnt expecting anything sooner in this case..
Hope you have a great Christmas, thanks for understanding my frustration..

[#13]

Really strange: Had to pull an all nighter to do some work..
6am approx my line drops and guess what, connection speed on router is 3MB :D:D: finally
but Line profile on speedtest.bt.com only shows 1750k as it has for past wreek, and I am only getting up to 800Kbs download speed overnight..
so something is still wrong despite engineer visit saying line is good, and noise within normal parameters

[#14]

sorry forgot to attatch pic from speed test

[#15]

Hi there,
Your profile on our side was set to 750, so I've updated that to 1750, you should see an improvement in a few mins.
Hopefully if your connection speed stays as it is your profile will change to 2500 soon.