ISP Review Questions ISP's Over ADSLMax Problems

******: There are pro's and con's to both BT and the LLU route, it's a balancing act.

Vispa: As I said earlier, I don’t think BT will take too long in resolving the very substantial issues they have with MAX (I am being optimistic here?) so no I don’t think it will. From what I can ascertain, there are more complaints from the LLU side of the ISP market than there are from the IPStream side. I just hope the MAX product can be sorted before people lose all confidence in it.

NewNet: There is a real commercial concern that the performance of ADSL MAX does impact
on customer perception of their ISP performance and may encourage users to switch
to other ISPs or to LLU providers.

8) We understand that BT does in fact offer a regrade path from ADSLMax back to the original non-MAX IP Stream product, why isn’t this being offered by [Edit – ‘SOME’] ISP’s?

******: We are offering this, and we have for a number of users with continuing problems restored them back to their original service with ******. This is something we have done since the start of the MAX services and one that support use when nothing else can be done.

Vispa: I think you need to re-word this question to ‘why isn’t this being offered by SOME ISP’s’ We will re-grade any customer that wants to go back to their old connection. The choice here is the customers. Why other ISP’s aren’t saying this I don’t know.

NewNet: We do offer this option. However, we are aware that BT regrade back to the value that is shown by their availability tool. In some cases, users with previous 2 Mb connections have been told that they can only regrade back to 1 Mb. Not good.

9) As we understand it, ISP’s currently have no visibility of the rates set through the B-RAS profile, would you like to see BT making this information available to providers and would it help?

******: We do have this information. VISP's and other smaller ISP's may not have access however.

Vispa: As the ISP we need to have as much information as possible regarding all aspects of our customer’s line. That way we can offer much better support to our customers as well as being able to give a better diagnosis in our fault reporting to BT. So more information BT can give us the better.

NewNet: This is an issue that has been raised by ISPs within the ADSL Max provider conference calls. It does now appear that BT have accepted that this will be a useful facility for providers and are looking at how BRAS data can be made visible to ISPs. I would imagine that data will become visible within the Broadband Customer Reporting Tool.

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