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Apologies for the long post but I HAD to share this with you all...
Needless to say, nothing was achieved via the exchange except I learned the names of three operatives!:laugh::laugh:Me (23:46 24/05/2007): Connection speed test Speed test OK BT Broadband Desktop Help tests your connection speed by downloading a test file and measuring the speed of the download. Your computer downloaded the file at a speed of 0.398 megabits per second. We consider this to be within the range of acceptable speeds for your line, bearing in mind that connection speed can vary throughtout the day depending on how busy the internet and BT's network are. During peak times (typically 6-9pm), connection speed can be significantly slower than at other times. However, it may be possible to improve your connection speed by using the BT Broadband Desktop Help Speed test wizard'. If you would like to run the wizard, please click the 'Speed test wizard' button below. I do NOT consider this to be an acceptable speed
BT Broadband Desktop Help Server (23:47 24/05/2007): Thank you. Your question has been received by our Helpdesk and will be allocated to the next available member of staff.
BT Broadband Desktop Help Server (23:47 24/05/2007): Victor Prem(HCL) has been assigned to your request.
Victor Prem(HCL) (23:47 24/05/2007): Thank you for contacting the BT Total Broadband online assistance team, my name is Victor Prem and I have been assigned to your query. I would first like to apologise for any inconvenience caused and assure you of my assistance.
ME (23:47 24/05/2007): Hi Victor..now what about these slow speeds I'm getting?
Victor Prem(HCL) (23:49 24/05/2007): Please let me know these details.
1. May I know how you have connected your computer to the router?
2. May I know how many computers you have connected?
3. Please let me know whether you have upgraded up to 8 Mb speed. If so when you have upgradedup to 8 Mb speed.
4. May I know the make and model of the router?
ME (23:52 24/05/2007): It's the Home Hub (hardwired) and I am on the upto 8mbit connection (option 3 of BT Total Broadband)
There is just this computer connected
Victor Prem(HCL) (23:53 24/05/2007): Please follow the steps mentioned below:
1. Shut down your computer.
2. Turn off your BT Home Hub.
3. Unplug the cables from the BT Home Hub.
4. Wait for 30 seconds.
5. Plug the cables back to the BT Home Hub.
6. Turn on the BT Home Hub.
7. Reboot your computer.
After performing the above steps, please check for your connection status and let us know.
ME (23:55 24/05/2007): What? Again? I have already done that...but if you insist on making me follow the crib sheet you have......
Victor Prem(HCL) (23:57 24/05/2007): Thank you providing information. Please perform the following steps and let me know if the issue is resolved:
1. Open Internet Explorer and click on ‘Tools’.
2. Click on ‘Internet Options’.
3. On the ‘General’ tab, click on ‘Clear History’.
4. Click ‘Yes’.
5. Click on ‘Delete Cookies’.
6. Click ‘OK’.
7. Click on ‘Delete Files’
8. Check the option ‘Delete all offline content’.
9. Click on ‘OK’.
10. Click ‘Settings’.
11. Click ‘View Objects’, and then manually delete all objects listed there.
12. Click on ‘Advanced’ tab and click on ‘Restore Defaults’ button.
13. Click on ‘OK’ to close the Internet options window.
Victor Prem(HCL) (00:00 25/05/2007): Please respond as a delay would cause disconnection of our chat session.
ME (00:01 25/05/2007): Oh do listen Victor..I know what I'm doing around computers and have gone through every step of your crib sheet...going through it all again won't change a thing there is no cookies/history or temp internet files on my system nor is there any viruses or spyware...all the wiring is sound and at this time of day 0.398 megabits per second is not what I would expect. Now will you please notify whoever it is that deals with stuck profiles to reset the profile for (my number deleted)...thanks.
Victor Prem(HCL) (00:18 25/05/2007): Please give me a few minutes to look at the possible cause of this problem.
Victor Prem(HCL) (00:18 25/05/2007): Thank you for being on hold.
Victor Prem(HCL) (00:18 25/05/2007): Check the micro-filter settings:
Note: If you use a micro-filter to separate your telephone and broadband please try the below step:
1. Remove the micro-filter and connect your broadband cable directly to the wall jack and check for the connection. If it is working fine, there is a problem with the micro-filter, so please change the micro-filter.
Victor Prem(HCL) (00:18 25/05/2007): You may require some time to complete the suggestions. Shall I place you on the queue while you complete the steps?
ME (00:20 25/05/2007): micro-filters ok as is all the wiring now will you please report this as a stuck profile as per my last response?
Thank you.
BT Broadband Desktop Help Server (00:21 25/05/2007): Chandra Sekhar(HCL) has been assigned to your request.
Chandra Sekhar(HCL) (00:21 25/05/2007): Hello, my name is Chandrasekhar and I have been assigned to your on-going support request. I would like to thank you in advance for your patience while I read through the previous notes in order to provide you with the most accurate fix for your issue.
Chandra Sekhar(HCL) (00:21 25/05/2007): Please give me a few moments to review the information you have provided.
Chandra Sekhar(HCL) (00:23 25/05/2007): Thank you for being on hold. I appreciate your patience.
Chandra Sekhar(HCL) (00:24 25/05/2007): ME, I apologise for the inconvenience caused. Please let me know whether you have connected through USB cable or Ethernet cable.
ME (00:27 25/05/2007): Chandra...ETHERNET cable...and I HAVE tried unplugging it and reconnecting...I have also reset the Home Hub (several times) the cable is sound...for your information latest speed test done at 00:20 hrs 25/05/07 showed a slight improvement 1.072 megabits per second...not great but better
Ovber the past 5 days or so, my speed has never exceeded 3mbits per sec.
Chandra Sekhar(HCL) (00:29 25/05/2007): Thank you for the information.
Chandra Sekhar(HCL) (00:31 25/05/2007): Please replace the microfilter with a spare microfilter you have and check for the changes. Also make sure that the router is placed on a separate table away from Electro Magnetic devices such as mobile phones, burglar alarms, stereo speakers, cordless devices, microwave ovens, etc. Let me know if you have any problem.
ME (00:32 25/05/2007): Chandra please stop trying to make me go through the full checklist...I HAVE CHECKED EVERYTHING you can ask me to check and this is just wasting your time and mine.....
I am still of the opinion that my connection is suffering from a 'Stuck Profile' and therefore would be obliged if you would report same to whoever deals with those faults for their attention asap...Thanks
Chandra Sekhar(HCL) (00:33 25/05/2007): Thank you for the information.
Chandra Sekhar(HCL) (00:35 25/05/2007): Please note that the broadband speed may also depend on the distance of your home from the local exchange and the capacity of the physical lines that leads up to your home. Please follow the steps given below to know what you can get as a maximum stable broadband speed on your line:
1. Go to the website 'www.faster.bt.com'.
2. Under 'See how fast you can go' enter your telephone number in the box provided.
3. Click on the button near 'Check speed'.
4. The maximum speed supported by your line will be displayed.
ME (00:36 25/05/2007): I give up you are not listening to me are you?
Chandra Sekhar(HCL) (00:41 25/05/2007): Thank you for the response. I understand your concern. Please try the above given steps and let me know the speed which you are receiving.
Chandra Sekhar(HCL) (00:46 25/05/2007): Please respond as a delay would cause disconnection of our chat session.
Chandra Sekhar(HCL) (00:46 25/05/2007): Your request for assistance is important to us. Please respond to this message so that we can continue to provide you with support.
Motive Server (00:46 25/05/2007): Your request for assistance is important to us. Please respond to this message so that we can continue to provide you support.
ME (00:46 25/05/2007): 7000kbps
BT Broadband Desktop Help Server (00:47 25/05/2007): Nisha has been assigned to your request.
Nisha (00:47 25/05/2007): Hello, my name is Nisha and I have been assigned to your on-going support request. I would like to thank you in advance for your patience while I read through the previous notes in order to provide you with the most accurate fix for your issue.
Nisha (00:47 25/05/2007): Please give me a few moments to review the information you have provided.
ME (00:49 25/05/2007): Nisha...you are the third operative and I don't wish to be rude but I am not going to jump through any more hoops and am now closing this contact session and will contact BT via landline later in the morning
Goodnight.
Nisha (00:51 25/05/2007): Kevin, thank you for waiting. Please perform the steps which are given below:
1. Click on 'Start'
2. Click on 'Run'
3. Type '%TEMP%' and click 'OK'.
4. Click on 'Edit' form the menu bar.
5. Click on 'Select All' and delete temporary files.
Kevin (00:52 25/05/2007): ARRRGH! I'M GOING TO BED I WILL PHONE BT later.
Nisha (00:53 25/05/2007): Ok. If you would like to continue, you can send us a response. This will help us assist you further on your query.
Nisha (00:53 25/05/2007): This case will automatically close in 72 hours. Please ignore the automated reminders until you are ready to continue. Thank you.
Motive Server (00:53 25/05/2007): Your request for assistance is important to us. Please respond to this message so that we can continue to provide you support.























