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Tony's Saga
Tony has forwarded his lengthy BT email trail to me.
Read from the bottom of the page, and scroll up.
Ben/Alison,
I must say that I am very disappointed with your Broadband communications room's
responses. To say their findings are vague would be an understatement. It is
strange to me that a service that is fast becoming a requirement is treated in a
fashion which to me the your customer appears offhand. The facts made available
to me are very few when I discuss issues with your representatives. They appear
to have little in the way of technical information (or the information on the
actual services available as you can see from the attached trail) and this even
makes me suspicious if any further testing was carried out.
I would expect with a failure condition which appears to affect whole streets in
an enabled area, there would be more that could be done. My location should I
feel, quite clearly be within your 5.5 and 6km ranges but to be told that my
individual location is out of spec really ignores the issue as a whole.
BT is in a privileged position in that I have very limited alternatives for
increased Internet services with this I feel that there comes responsibility. If
there is anything further that can be done or at least some facts and evidence
that can be presented I would be most appreciative.
I have CC'd my local broadband campaign and their BT contacts for continuity as
this is where I received your contact details.
I eagerly await your response.
Best Regards
Tony
-----Original Message-----
From: broadbandquestions@bt.com [mailto:broadbandquestions@bt.com]
Sent: 30 September 2003 12:34
To: Tony
Subject: RE: ADSL Issues.
Tony
I appreciate your frustration with the results of our checks
Please be assured that we carried out all relevant checks on your lines without
success.
However as requested please see below details for BT Openworld Sales who will be
able to discuss alternative methods of receiving broadband
BTopenworld Satellite sales desk 0800 671155
If I can be of further assistance in the future please do not hesitate to
contact me
Regards
Abby
-----Original Message-----
From: Tony
Sent: 30 September 2003 12:17
To: broadband_questions; Hanson,A,Abby,NUP2 R
Cc: Ritchie,AJ,Alison,CGEP R
Subject: RE: ADSL Issues.
Abby,
I understand the economics of not supplying to properties that require
intervention but as a monopoly supplier of access surly a survey of the location
for a simple fix in the locale which could in itself allow many other properties
the benefit of what BT itself advertises as a modern requirement would be a
worthwhile exercise?
I would imagine that BT understands that trading on consumers necessity to
purchase your product is a dangerous practice and causes resentment within your
customer base especially as the majority of people are offered no viable
alternative. The findings of your latest survey do differ from the survey that
was undertaken earlier this year which does leave me a little annoyed.
My next door neighbour was able to install ADSL under the old 55dB requirement
but my address less than 10 meters away built at the same time is unable too
with an extension of 5Db! My house is not rural but located in the town centre
of a 30 year old city the house itself being newer still. The exchange is
located within walking distance of the property.
If nothing further can really be done to take this order forward and your sales
force would like to call me to talk about viable alternatives as mentioned in
you mail I would be pleased to discuss this with them.
Regards
Tony
-----Original Message-----
From: broadbandquestions@bt.com [mailto:broadbandquestions@bt.com]
Sent: 30 September 2003 11:33
To: Tony
Subject: RE: ADSL Issues.
Tony
I have arranged for a precision test on your line but unfortunately the findings
have failed Broadband acceptability.
Therefore please accept our apologies at this time that we are unable to supply
you with a quality broadband service.
As previously discussed there are alternative technologies, including satellite
and wireless solutions, which might in time deliver cost effective
broadband service to areas unlikely to be viable for the main ADSL broadband
rollout
Meanwhile should you wish to discuss the above in greater detail, please feel
free to contact me at anytime
Kind regards
Abby
-----Original Message-----
From: Tony
Sent: 29 September 2003 15:53
To: broadband_questions; Hanson,A,Abby,NUP2 R
Cc: Ritchie,AJ,Alison,CGEP R; Knee,PMS,Peggy,CPZP KNEEPM2 R
Subject: RE: ADSL Issues.
Abby,
It is my understanding that the pilot has finished and that you have moved the
new 6km line length into production. This I believed happened on the 24th of
September and the broadband checker at bt.com was updated accordingly. I checked
with your home highway migration team that this was the case and this was also
confirmed at the time of order.
The message that was left by your engineer was not rejecting my request on the
grounds of the Home Highway installation but rather the breach of your required
line noise. A test was carried out on the line by your wholesale department at
my request earlier in the year whilst ordering some client required circuits,
this showed a sub 60dB reading hence my re-application on the twenty fourth of
this month.
In this actuality I don't think that your response is dealing with my query and
I would ask you to take another look. I await your modified response.
Many Thanks
Tony
-----Original Message-----
From: broadbandquestions@bt.com [mailto:broadbandquestions@bt.com]
Sent: 29 September 2003 15:38
To: Tony
Subject: FW: ADSL Issues.
Tony
Thank you for your email regarding Broadband
As you may already be aware, ADSL will not work if the line length from the
exchange is too long because the greater the length of the cable the weaker the
signal at the end of the line.
We have recently been running an internal pilot to investigate extending the
reach of broadband services from 55db to 60db, roughly 5.5kms to 6kms.
Unfortunately the pilot is not open to ISDN/Home Highway customers.
We have not done this to penalise these customers but because migrating lines
with these products on them is a fairly complex process and we want to keep the
size of the pilot and the type of line as simple as we can to enable us to fully
launch as soon as possible.
Although perhaps not the answer that you were looking for, I trust this is a
satisfactory answer to your enquiry.
Kind regards
Abby Hanson
Broadband Communications Room
-----Original Message-----
From: Knee,PMS,Peggy,CPZP KNEEPM2 R
Sent: 29 September 2003 14:45
To: broadband_questions
Subject: FW: ADSL Issues.
Would you please see what we can do here to help.
Thanks.
Peggy
-----Original Message-----
From: Knee,PMS,Peggy,CPZP KNEEPM2 R On Behalf Of Ritchie,AJ,Alison,CGEPR
Sent: 29 September 2003 14:43
To: Tony
Cc: Ritchie,AJ,Alison,CGEP R; Knee,PMS,Peggy,CPZP KNEEPM2 R
Subject: FW: ADSL Issues.
Tony
Sorry Alison can't respond to you personally as she is away from her desk at the
moment. I can confirm that I have forwarded your email to our team to see how we
can help and we will be back to you shortly.
Kind regards.
Regards
Peggy Knee
SPA to Alison Ritchie
Chief Broadband Officer
-----Original Message-----
From: Verwaayen,B,Ben,CGEB VERWAAB R
Sent: 29 September 2003 14:34
To: Tony; Ritchie,AJ,Alison,CGEP R
Subject: Re: ADSL Issues.
Tony
Of course
I will ask our expert team to have a look ASAP
Alison: please take action
Thanks
Ben
--------------------------
Sent from my BlackBerry Wireless Handheld
-----Original Message-----
From: Tony
To: Verwaayen,B,Ben,CGEB VERWAAB R < >
Sent: Mon Sep 29 14:28:35 2003
Subject: ADSL Issues.
Dear Mr Verwaayen,
I recently re-placed my order for ADSL with the change of noise limits on lines.
A message has been left at my house to say that my line still does not meet the
necessary requirements for an ADSL install. I do find this hard to believe as
through work contacts BT Ignite carried out an ad-hoc survey and reported both
mine and my neighbours lines as above 55 but under 60db which I believe would
put the lines within the required limits. I am told by your call centres that
there is no recourse in the event of failures but exasperation is beginning to
creep in.
I currently have home highway and work from home as files get bigger and apps
require more bandwidth I'm sure you can appreciate this becomes less and less of
a viable option. Satellite seems like a poor relation at added cost and is
something I would rather avoid.
If there is a way this application can be re-checked and the line can be
confirmed that the noise on the line has increased to above the point it was
earlier this year and if so why? I would be most interested.
The order details are as follows: Order Number *****SM on Phone number
01908 ******
Many thanks
Tony
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