Sponsored Links

Laugh a minute with online help

Apologies for the long post but I HAD to share this with you all...
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.
Needless to say, nothing was achieved via the exchange except I learned the names of three operatives!:laugh::laugh:
 
If I ever got that sort of thing from my ISP, I'd leave.
I'm glad to say that on the one occasion when there was a problem, on being told what I'd already checked, they immediately looked into things their end, said (in effect) "Oops - sorry, somebody in accounts seems to have eliminated you when you changed packages", chased it up pronto and phoned me back with new log-in details, so all rapidly sorted without any nonsense.
 
Wow, thats something!

If I were you, I ask Kits for a few choice BT emails, if she can still get them, and send them that. Thats nothing short of disgraceful, and not to mention an utter waste of time for you and their support staff.

To be honest, you would have gotten just as far by talking to someone who was speaking a different language. They didnt seem to understand a thing you said.

You have to wonder if there was anyone there at all, looks like it was automated to me. :shrug:
 
Sponsored Links
Wow, thats something!

You have to wonder if there was anyone there at all, looks like it was automated to me. :shrug:

Thats what I thought, Oldiedude. Reminded me of the good old days when we had a program called LIZA or LISA which was a (VERY) primitive AI program which was supposed to trick you into thinking you were talking to a real therapist human person.

Looks like someone at BT has an automatic AI system linked up to an old text adventure parser. Next time try typing stuff like "Inventory" and "XYZZY" and the favourite, "throw axe at orc"

You are in a maze of twisty helplines, all different.

Now I'm really giving my age away. See you at the Well House near the forest.:)
 
Hi Tracker

I have got to say you are not the only one having this problem with BT as I too have had it and still getting it. I have an engineer out twice with in 6 working days his latest visit he plug in his laptop and his test said 5.2MB and yet mine showed 1.9kbps he then rang the exchange spoke to someone down there they run some tests he agreed that my speeds where up & down like a fiddlers elbow so he packed away his l/top and off he went to the exchange to see if they could sort it so he got there my line was disconnected for about 20 or so minutes. In the mean time I received a call on my mobile from a person called Kim from the Durham complaint depart regarding my registered next day delivery letter of complaint I had a long chat with her as the norm loads of excuses from her but out of it I got some credit? back to the engineer after the line came back on my speeds were 3.852mbps this was o.k until thursday night they dropped again and have not peaked above 2.4MB & dropping as I doing this posting. I have sent yet another email regarding this issue again but I am getting so fed up with it I am:mad: So my friend you are not a lone in this BT sham:smilet:
sorry folks for the rant? as I too am so fed up with all!!!!!!!
 
Curtis,
You notice that when an engineer comes and connects he always connects at the master socket and never through the Home Hub?
That got me thinking.....So I just did a couple of tests.....
Via the Desktop Help application....@ 18:56 hrs
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

0.6 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.


Then the online speed test(speedtester.bt.com) at 18:58hrs showed...

IP profile for your line is - 7000 kbps
DSL connection rate: 448 kbps(UP-STREAM) 8096 kbps(DOWN-STREAM)
Actual IP throughput achieved during the test was - 5469 kbps

Now it seems to me that the HUB is throttling the speed somehow.....???
Thoughts anyone?
 
TAKE TWO:laugh::laugh::laugh:
15.28hrs Your configured download throughput speed for this service is 7000 k
IP profile for your line is - 7000 kbps, DSL connection rate: 448 kbps(UP-STREAM) 8096 kbps(DOWN-STREAM). Actual IP throughput achieved during the test was - 6216 kbps
BTBBDTH= 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 2.203 megabits per second.
Kevin (15:13 30/05/2007): Why is there such a difference in speeds as reported by speedtester.bt.com and the BT Broadband Desktop help utility? See below... 14:58 30/05/07 speedtester.bt.com = Test1 comprises of Best Effort Test: -provides background information. IP profile for your line is - 7000 kbps DSL connection rate: 448 kbps(UP-STREAM) 8096 kbps(DOWN-STREAM) Actual IP throughput achieved during the test was - 4378 kbps = 4.2754 megabits If you wish to discuss these results please contact your ISP. Desktop help @ 1500hrs = 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 2.194 megabits per second. A fall off of 2.814megabits between the hub and the puter....where is it going?
BT Broadband Desktop Help Server (15:14 30/05/2007): 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 (15:14 30/05/2007): Vijayakumar has been assigned to your request.
Vijayakumar (15:15 30/05/2007): Thank you for contacting the BT Total Broadband online assistance team, my name is Vijayakumar and I have been assigned to your query. I would first like to apologise for any inconvenience caused and assure you of my assistance.
Vijayakumar (15:16 30/05/2007): Could you let me know your BT telephone number and BT Yahoo! Email address?
Kevin (15:17 30/05/2007): 123456789
blahdeblah @blah blah...and if I get spammed I know who to blame! ;-)
Vijayakumar (15:19 30/05/2007): Thank you for the information provided.
Vijayakumar (15:19 30/05/2007): Please execute the following steps:
1. Open Internet Explorer.
2. Click on ‘Tools’ and then ‘Internet Options’.
3. On the ‘General’ tab,
a. Click on ‘Delete Cookies’.
b. Click on ‘Delete Files’.
c. Click on ‘Clear History’.
4. On the ‘Security’ tab, click on the ‘Default Level’ button.
5. On the ‘Privacy’ tab,
a. Ensure the slide bar is on ‘Medium’.
b. Click on the ‘Advanced’ button.
c. Tick box for ‘Override automatic cookie handling’.
d. Make sure First and Third party cookies show ‘Accept’.
e. Tick box for ‘Always allow session cookies’.
6. On the ‘Content’ tab, ensure ‘Content Advisor’ shows ‘Enable’.
7. On the ‘Programs’ tab, click the ‘Reset Web Settings’ button.
8. On the ‘Advanced’ tab, click the ‘Restore Defaults’ button.
Vijayakumar (15:20 30/05/2007): After performing the above steps, once again check the speed on your broadband line by following the steps mentioned below:
1. Open Internet Explorer.
2. Type www.speedtester.bt.com in the Address Bar and hit 'Enter' key in the keyboard.
3. Enter your broadband phone number and click on 'GO'.
Please let me know the result [IP profile and Actual IP throughput values] after you have done that. Thank you.
Vijayakumar (15:24 30/05/2007): You may require some time to complete the suggestions. Shall I place you on the queue while you complete the steps?
Kevin (15:25 30/05/2007): Whoa! HOLD IT right there...I do not intend to go through your fault finding crib sheet again.
Let me assure you there are no history files no cookies or temp internet files on my machine. I have no spyware or trojans or viruses.
My adsl filter is fine (yes I have swapped it for a new one) I am connected via the ETHERNET cable and it is sound and undamaged.There is at this time just my computer using the connection.The telephone cable from the master socket to the home hub is less than 1 metre in length. I have also switched off and restarted both my computer and the home hub on several occasions.
Now hgave I missed anything? So can you now please answer why there is a difference of opinion between the speed as reported by speedtester.bt.com and what Desktop help reports?
Vijayakumar (15:28 30/05/2007): Please let me know the name of the file or website you are downloading. Because as you stated that actual throughput is 4.2754Mbps.
Kevin (15:31 30/05/2007): The file? The file is the file that desktop help and speedtester sends to check the speed...what other file would it be?
Kevin (15:33 30/05/2007): I have responded...Please respond as this will help me to answer you quicker
Kevin (15:36 30/05/2007): I have boiled the kettle made a cup of tea and am now drinking it...all in the time since I last replied....are you still there or should I ring your employer directly?
Vijayakumar (15:36 30/05/2007): In such case, I would suggest you to open any website, try to download any file and check the connection speed status. This to check and identify the file downloading speed at the moment.
Vijayakumar (15:37 30/05/2007): Yes, I am still online with you.
Vijayakumar (15:38 30/05/2007): As per the connection speed status which clearly states the connection speed between BT Exchange and the
Kevin (15:38 30/05/2007): Already done that...here are the results...15.28hrs at speedtester.bt.com...
The Performance Tester is now testing Broadband connection. Your configured download throughput speed for this service is 7000 k
IP profile for your line is - 7000 kbps DSL connection rate: 448kbps(UP-STREAM) 8096 kbps(DOWN-STREAM) Actual IP throughput achieved during the test was - 6216 kbps
BTBBDTH at 15:30hrs=Speed test OK
Your computer downloaded the file at a speed of 2.203 megabits per second.
Now what?
Kevin (15:45 30/05/2007): Vijayakumar, it is my suspicion that the BT Home Hub is restricting the throughput in some way...The evidence is shown in the speedtester.bt.com results when compared to the desktop help test.
The line rate and the speed upto the HUB is fine..what happens to it between the hub and the computer is I believe down to a FIRMWARE issue in the hub itself. Is there any firmware downloads available for the HUB that have been released to correct this issue? If not then perhaps there should be?
Vijayakumar (15:46 30/05/2007): Speed results which you get from BT Broadband Desktop Help indicates that is a large file can be downloaded at minimum speed of 2.203Mbps.
Kevin (15:46 30/05/2007): Yes that's right....and how fast does speedtester.bt.com reckon I should be able to achieve?
Kevin (15:49 30/05/2007): 6.0703125mbps or 6216 kbps as it is notated in that application...so why the big difference?
Vijayakumar (15:50 30/05/2007): The actual IP throughput you achieved during the test it was 6216Kbps
Kevin (15:50 30/05/2007): Too slow....See my last
Vijayakumar (15:54 30/05/2007): Thank you for the information provided. I would like to inform you that BT Broadband Desktop Help software gives the broadband speed which you experience at the computer end. This may depend on several factors like the specification of your modem or router, the speed of connection between your computer and modem or router (Ethernet and wireless are faster than USB), the speed of your computer. The speed tester website gives the actual speed that you get between the telephone exchange and wall socket. This may depend on several factors like broadband phone line length, the length and quality of any phone wiring in your home.
Vijayakumar (15:56 30/05/2007): Please respond as this will help us to assist you further.
Kevin (15:59 30/05/2007): With respect...that is copy and pasted stock answer and does not address the facts.
The facts as I see them are speedtester.bt.com sends the file to the hub...the hub responds and speedtester notes the time taken
On the other hand Desktop help downloads the file and notes the speed it takes from the source.(BT) to the Desktop help application which resides on my computer...
6.0703125mbps minus 2.20300mbps = 3.8673125mbps NOT ACHIEVED
I call that a large drop-off... Now as I have already said the problem lies between the HUB and the computer as things are REALLY slow this side of the divide...and IT SHOULD NOT BE SO not according to speedtester.bt.com.
Vijayakumar (16:07 30/05/2007): The results which you get from speedtester.com is browsing speed at that particular time and the BT Broadband Desktop Help indicates that you can download at a speed around 2Mbps. I would suggest you to open any website, try to download any file and check the connection speed status in real time. This to check and identify the file downloading speed at the moment.
Vijayakumar (16:11 30/05/2007): Please respond as this will help us to assist you further.
Part 2.5 follows....
:laugh::laugh::laugh:
 
Sponsored Links
TAKE 2.5
Kevin (16:12 30/05/2007): Browsing speed? You mean the speed in which a webpage DOWNLOADS to the computer...which is exactly what desktop help test does it downloads a file..OK I cannot physically see it as a webpage but it is still downloaded like anything else.
Vijayakumar (16:15 30/05/2007): Speed test which you perform through www.speedtester.bt.com gives you the speed that you get between the telephone and the wall socket. This depends on various length and quality of any phone wiring in your home. The speed that is displayed in the BT Broadband Desktop Help software is actual speed that you are experience at your computer end. This speed depends on factors like configuration of your computer.
Kevin (16:18 30/05/2007): Excuse me ...no it isn't ....speedtester downloads a test file to my computer (or should I say squirts a packet of known size to the hub and measures the speed it takes for the hub to say "Thanks I've recieved all of that")
Vijayakumar (16:18 30/05/2007): Please respond as this will help us to assist you further.
Kevin (16:20 30/05/2007): Desktop help also receives a file of known size from BT but in this case the time taken is measured from when it is sent to when desktop help says "Thank you I have received all of that"
Kevin (16:22 30/05/2007): Do you see where the problem lies?...Clue two words both beginning with 'H'...HOME HUB...or more specifically the FIRMWARE that controls it throttling the speed of the available connection.
Vijayakumar (16:23 30/05/2007): Kevin, I am escalating this issue to our supervisor who will be assisting you in this regard.
Thank you for your patience and co-operation.
Kevin (16:24 30/05/2007): No problem you tried..and failed...but at least you tried.
Vijayakumar (16:26 30/05/2007): I sincerely apologise for the inconvenience it has caused you.
BT Broadband Desktop Help Server (16:27 30/05/2007): Srinivas Kayala has been assigned to your request.
Kevin (16:27 30/05/2007): Not your fault mate...I believe its the fault of whoever wrote the firmware package for the hub
Srinivas Kayala (16:28 30/05/2007): Hello, my name is Srinivas Kayala 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.
Srinivas Kayala (16:30 30/05/2007): Hi Kevin. This is the supervisor on the floor chatting with you.
Srinivas Kayala (16:32 30/05/2007): How was the day so far?
Kevin (16:33 30/05/2007): So far? Pretty unspectacular...not seeming to be getting anywhere
Srinivas Kayala (16:34 30/05/2007): I can understand that.
Srinivas Kayala (16:37 30/05/2007): With regard to your recent message, I would like to make it clear that BT Home Hub has the latest software installed which enables the users to get the maximum speed that their line can afford.
Srinivas Kayala (16:38 30/05/2007): The speed result you are receiving through the desktop help refers to the download speed of your line which the speedtester does not.
Kevin (16:38 30/05/2007): Well it seems to be unable to do what it is supposed to do then...So can you please now escalate this query to BT themselves as my speed is slower than a really slow thing going slow...and it is no fault of anything but the home hub...or so I believe.
Srinivas Kayala (16:40 30/05/2007): Yes, I agree with your statement. Shall we try to download a file and check the rate of speed at which it downloads?
Srinivas Kayala (16:46 30/05/2007): Please respond, as a delay in response may cause disconnection in our chat session.
Kevin (16:48 30/05/2007): No I think I have wasted enough time on this problem...I shall contact BT directly...Thank you anyway.
Srinivas Kayala (16:51 30/05/2007): I apologise that you feel we have not met your expected level of service on this occasion. Please let me assure BT is constantly striving to meet and surpass customer’s expectations.
Srinivas Kayala (16:51 30/05/2007): Thank you for choosing BT Total Broadband.
BT Broadband Desktop Help Server (16:52 30/05/2007): Srinivas Kayala from our Helpdesk would like to close your question. Click here to view the request
BT Broadband Desktop Help Server (16:53 30/05/2007): jayav(HCL) has been assigned to your request.
jayav(HCL) (16:53 30/05/2007): Hello, my name is Jayalakshmi 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.
Kevin (16:53 30/05/2007): You can close it now as I have copied the entire session as evidence of my problem
Thanks again

:D:laugh::laugh:

Oh BTW the session was closed by BT helpdesk as "RESOLVED"
Did I miss something?
 
Last edited:
IP profile for your line is - 7000 kbps, DSL connection rate: 448 kbps(UP-STREAM) 8096 kbps(DOWN-STREAM). Actual IP throughput achieved during the test was - 6216 kbps
BTBBDTH= 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 2.203 megabits per second

Admittedly I didn't read everything but...why didn't you do the test BT asked ? Just go to some random website like microsoft's and download one of the service packs (e.g. http://www.microsoft.com/downloads/...10-c232-4644-b828-c55eec605d55&DisplayLang=en) - just to see what speeds you get ? Only from reading the last bit it sounds like maybe the bt broadband desktop help is downloading from a slower source ?

Or have I got the wrong end of the stick and you have 2 routers (the home hub and another) and from the non-BT one you get better speeds ? :confused:
 
Admittedly I didn't read everything but...why didn't you do the test BT asked ? Just go to some random website like microsoft's and download one of the service packs (e.g. http://www.microsoft.com/downloads/...10-c232-4644-b828-c55eec605d55&DisplayLang=en) - just to see what speeds you get ? Only from reading the last bit it sounds like maybe the bt broadband desktop help is downloading from a slower source ?

Or have I got the wrong end of the stick and you have 2 routers (the home hub and another) and from the non-BT one you get better speeds ? :confused:
Basically I'd jumped through all those hoops already is why.
Anyway if you pay for option 3 they provide the HUB to connect with... if the equipment provided can't deliver the speed that BT declares is available...what should a consumer do?
Forget the Hub and use their own equipment which isn't open to throttling via downloads ex BT or use the kit as provided that you have/are paying for and kick up a stink until they put it right?;)
 
Sponsored Links
s'right...
This is the speed I got when downloading Windows Media Player 11 recently via the Hub
file size 24.6MB

Started 14:40:40
Finished 14:44:14
Total time = 3.56666667 minutes (214 seconds)
speed = 6.89719626 kbpMINUTE or 0.114953271kbps on a connection that according to speedtest.bt.com profiled at 7000kbps and at that time capable of 448 kbps(UP-STREAM) 8096 kbps(DOWN-STREAM)

I call that pretty naff...whaddya say?
Sorry forgot to add download location...http://download.microsoft.com/
 
Im thinking that its automated. And that when it gets esculated to a 'supervisor', its actually assigned to a human.

I cannot beleive that everything you have cut n pasted before is the work of humans!
 
Did you explain to the support bods that you were using different routers for the different speed tests? (I might have missed it when I glanced through the posts). It would have been better to run the same test so only the router was different.

I have seen a rumour that a firmware update is due for the HH sometime soon.
 
Nah, Vijayakumar in today's session actually tried arguing against specific points I had raised...darned good automation if that is the case...shame the same level of expertise wasn't employed in the writing of the firmware for the HUB...breaking GNU licences in the first instance and then having to cobble together an update that acknowledged the software's origins was maybe the start of where things began to go wrong....
 
Did you explain to the support bods that you were using different routers for the different speed tests? (I might have missed it when I glanced through the posts). It would have been better to run the same test so only the router was different.

I have seen a rumour that a firmware update is due for the HH sometime soon.
No ...simply because I wasn't "using different routers for the different speed tests".....I was attempting to make them understand that the home hub was not performing to what their own system (speedtester.bt.com) said it should be...and enquiring why the desktop help software showed a markedly different (lower) attainable speed.
Remember its the hub that I'm paying for in my subs every quarter for the next 12 months and if I'm paying for something I expect it to do the job to the specs it is capable of providing.
Just because I CAN use another router to connect at the stated speed I should be able to do that under the Home Hub.
No, I have a sneaking suspicion that BT are using live updates to the hub to throttle speeds to offset available capacity either locally or network wide.
It may well be mere coincidence, but I find it strange since declaring option 3 to be *unlimited* mine and others I have spoken to (not all in the same area either) have found their connection has slowed dramatically when connected via the hub.:confused:
 
Sponsored Links
Im thinking that its automated. And that when it gets esculated to a 'supervisor', its actually assigned to a human.

I cannot beleive that everything you have cut n pasted before is the work of humans!

It looks to me like a support bod using some sort of point and click diagnostic system where the support bod reads Kev's response and selects the appropriate option on the screen and it posts the next question.

Actually it looks better than AOL live help :laugh: :crap: When I contacted AOL live help last year in an attempt to find out why they hadn't got BT to fix the authentication domains days after the date promised by the technical support dept, it must have taken over 15 minutes for the agent to tell me they had no access to the technical support notes on my file and I'd have to ring up, prior to which they kept trying to diagnose/fix the fault for the umteenth time. (I only tried live help because the phone support was unusually, "unusually busy").
 
No ...simply because I wasn't "using different routers for the different speed tests".....I was attempting to make them understand that the home hub was not performing to what their own system (speedtester.bt.com) said it should be...and enquiring why the desktop help software showed a markedly different (lower) attainable speed.
Remember its the hub that I'm paying for in my subs every quarter for the next 12 months and if I'm paying for something I expect it to do the job to the specs it is capable of providing.
Just because I CAN use another router to connect at the stated speed I should be able to do that under the Home Hub.
No, I have a sneaking suspicion that BT are using live updates to the hub to throttle speeds to offset available capacity either locally or network wide.
It may well be mere coincidence, but I find it strange since declaring option 3 to be *unlimited* mine and others I have spoken to (not all in the same area either) have found their connection has slowed dramatically when connected via the hub.:confused:

When I read it I thought you ment you were getting decent speeds on speedtester.bt.com using the hub, but bad speeds using your desktop speedtest also using the hub. This makes it appear that the hub was not at fault.

BT recently purchased plusnet for quite a large consideration, it was suggested at the time that the reason they paid so much was to obtain Plusnet's expertise in traffic management using ellacoyas. Also BT have supplied a variety of equipment so fiddling with one would not be that effective, and customers would replace their equipment or downgrade the firmware and disable updates to get around it. More likely the manufacturer has messed up.
 
BT are aware of the problems with the hub but will not admit to it, when I signed up with BT on the 21/03/07 I plug in the hub follow in their manual left it for the hour for it to find the right speed which was 4.5MB then 20 minutes in using it then went in to a remotely update which all the lights flashed this went on for sometimein the end I rang support they told it would take some 12 hours plus to update but I said to him in India it states 7 to 15 minutes in the manual but went to say leave it for 12 hours and morning you should be back on the internet this was to be so I there spent sometime on the phone told the hub was faulty on the friday 23/03/07 it was agreed and replacement would sent out well it took them almost 10 days to send it out:eek: well I received this replacement I set it up and more problems this time it was very slow speeds I have complaint after complaint in to BT regarding this and on wednesday 23/05/07 my second visit from BT Wholesale turned yet again he agreed there was a problem with my speed as it should be running at 5.5MB by his modem plugged in, when I fired up my unit it was only showing 1.9Mb he fiddle about with the hub then phoned the exchange spoke to some other engineer and he said that my speeds were up and down like a fiddlers elbow and then engineer in my home went off to the exchange and then some 10 minutes later my phone line went dead while they carried some work on it. when it was swiched back on my speeds went up 3.8MB this lasted all of 12 hours because come thursday I fired up only to my speeds where back below 1.7kbps so I am awaiting yet another visit from BTWsales tomorrow thursday 31/05/07 I wont be holding my breath. sorry for the rant but BT have taken the PPPPPPPPPPPPP :crap:
 
Wow, those responses sounded like some sort of bad computer knowledge base like Ikea's "Ask Anna" or Windows Live Messenger's Encarta

Ask Anna can be found here, she might be more help than BT
http://www.ikea.com/ms/en_GB/local_home/edmonton.html

For all other queries follow these steps to add the Encarta buddy

http://blog.adglobe.net/2006/06/26/getting-encarta-instant-answer-via-msn-messenger/

*Im not an automated bot....honest...

Regarding the Encarta buddy, tell it to shut up. Then try to talk to it. It has pretty good responses to swearing and may enlighten you about the intricacies of robot-robot relationships. Plus, hes a bit tetchy so try to annoy him.:crap:
 
Top
Cheap BIG ISPs for 100Mbps+
Community Fibre UK ISP Logo
150Mbps
Gift: None
Virgin Media UK ISP Logo
Virgin Media £22.99
132Mbps
Gift: None
Vodafone UK ISP Logo
Vodafone £24.00 - 26.00
150Mbps
Gift: None
NOW UK ISP Logo
NOW £24.00
100Mbps
Gift: None
Plusnet UK ISP Logo
Plusnet £25.99
145Mbps
Gift: £50 Reward Card
Large Availability | View All
Cheapest ISPs for 100Mbps+
Gigaclear UK ISP Logo
Gigaclear £17.00
200Mbps
Gift: None
Community Fibre UK ISP Logo
150Mbps
Gift: None
Virgin Media UK ISP Logo
Virgin Media £22.99
132Mbps
Gift: None
Hey! Broadband UK ISP Logo
150Mbps
Gift: None
Youfibre UK ISP Logo
Youfibre £23.99
150Mbps
Gift: None
Large Availability | View All
Sponsored Links
The Top 15 Category Tags
  1. FTTP (6027)
  2. BT (3639)
  3. Politics (2721)
  4. Business (2440)
  5. Openreach (2405)
  6. Building Digital UK (2330)
  7. Mobile Broadband (2146)
  8. FTTC (2083)
  9. Statistics (1901)
  10. 4G (1816)
  11. Virgin Media (1764)
  12. Ofcom Regulation (1582)
  13. Fibre Optic (1467)
  14. Wireless Internet (1462)
  15. 5G (1407)
Sponsored

Copyright © 1999 to Present - ISPreview.co.uk - All Rights Reserved - Terms  ,  Privacy and Cookie Policy  ,  Links  ,  Website Rules