Tiscali Issues ADSL Speed Statement
Posted: 25th May, 2004 By: MarkJ
UK ISP Tiscali has finally issued us with a response to all the recent complaints about slow broadband speeds, putting most of the blame on some missing BT upgrades:
Tiscali comment on VP upgrade problem
At Tiscali we routinely upgrade our network and VPs (Virtual Paths) to accommodate customer capacity requirements. Over the last 12 months this has amounted to over 2000 new VPs and upgrades. At the beginning of April Tiscali responded to questions regarding slow broadband speeds. At the time we reported that we were undertaking significant upgrades to our network, which would be completed by 7 April. We received confirmation from BT Wholesale that these VP upgrades had been completed in the expected time. However we continued to receive a considerable number of customer calls reporting slow speeds which technically speaking we could not understand because our DataStream broadband service now routinely operates at a contention ratio of less than 20:1, which is considerably better than the recommended industry level (up to 50:1).
After raising the concerns with BT, it conducted a full investigation, which highlighted that of 274 upgrades, 71 had not been completed. This was resolved as quickly as possible and all upgrades were completed by 5 May. Tiscali is confident that the problem has been fully resolved. We have seen a big drop in customer calls about broadband speed, which have now reduced to negligible levels.
Complaints about slow speeds have dropped, but we are still seeing the odd one. Has anybody that had slow speeds before, still got them?
Tiscali comment on VP upgrade problem
At Tiscali we routinely upgrade our network and VPs (Virtual Paths) to accommodate customer capacity requirements. Over the last 12 months this has amounted to over 2000 new VPs and upgrades. At the beginning of April Tiscali responded to questions regarding slow broadband speeds. At the time we reported that we were undertaking significant upgrades to our network, which would be completed by 7 April. We received confirmation from BT Wholesale that these VP upgrades had been completed in the expected time. However we continued to receive a considerable number of customer calls reporting slow speeds which technically speaking we could not understand because our DataStream broadband service now routinely operates at a contention ratio of less than 20:1, which is considerably better than the recommended industry level (up to 50:1).
After raising the concerns with BT, it conducted a full investigation, which highlighted that of 274 upgrades, 71 had not been completed. This was resolved as quickly as possible and all upgrades were completed by 5 May. Tiscali is confident that the problem has been fully resolved. We have seen a big drop in customer calls about broadband speed, which have now reduced to negligible levels.
Complaints about slow speeds have dropped, but we are still seeing the odd one. Has anybody that had slow speeds before, still got them?
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