Broadband Britain - The British Telecom way
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Broadband Britain - The British Telecom way
from news.bbc.co.uk
The UK Government wants the country to become Broadband Britain - a nation at the cutting edge of the new high-speed internet age. BBC News Online's Mike Smartt decided to do his bit by signing up for British Telecom's ADSL package.
Advertising suggests an exhilarating new world of connectivity; bobsleighs careering downhill at breakneck speed.
The message is the internet is dangerously fast if you sign up.
But life with BT Openworld broadband can more closely resemble a horse and cart going uphill backwards.
And the danger consists of the risk of serious injury from repeatedly striking your head against a wall in frustration.
I ordered ADSL broadband from BT in March and was offered the services of an engineer.
But a colleague told me of four visits by BT employees to his flat before successful connection was achieved - one of them emerging from beneath my friend's desk to inquire if it really was ADSL he was supposed to be fitting - so I decided instead to go for the do-it-yourself, plug-and-go option.
After all, I've fitted hard disks and memory in my PC, so it couldn't be that difficult - and so it proved.
But that would have to wait until my broadband connection was made live by BT at my local exchange.
What happened? Not a lot
A couple of weeks later my plug-and-go kit arrived. But nothing happened at the exchange.
The order had been cancelled, explained BT. Not by me, I told them. A new date was arranged.
It too came and went and still no broadband. The order had been cancelled, they said. Not by me, I told them again.
"Ah, sorry," said the nice Scottish call-centre lady. "Our computer keeps doing that, cancelling orders for no apparent reason. I'll give you a ring every day until we have a new date." No call ever came.
Weeks passed before BT informed me that broadband capacity at my exchange was now full. This was surprising as the small south-west Surrey town where I live is hardly the UK's Silicon Valley.
Then, finally, BT assured me of a definite, immovable switch-on date.
I unpacked the modem and the splitters (which you attach to every phone line in the house to allow ordinary calls - and standard dial-up Internet connection - at the same time as using always-on ADSL) and loaded the BT Openworld software. An orange light appeared on the modem. But no internet.
What support?
It was at this point that I first encountered what BT Openworld calls its broadband support.
This is an 0845 number which connects fine, then the caller is given two lists of options to technical support. It is only after making these choices that the engaged sound kicks in (don't worry, it will).
Connection was successful. Speed was fantastic. Pages loaded instantly. The bobsleigh was gathering speed
The only way to get to technical support is to keep dialling, then navigate the two options menus and hope the engaged sound is replaced by ringing.
On this first occasion, on a Saturday morning (currently I only use the broadband connection at weekends), I must have dialled 30 times - presumably each at the cost of a local call - before, joy of joys, the engaged tone was eventually replaced by ringing.
But that just allows you to join the "All our support staff are busy - please hold on. We apologise for the inconvenience" queue, which lasted - on this occasion - just under 35 minutes. Total time to speak to support: one hour and 15 minutes.
"Your orange light should be green if there's a connection," said another Scottish lady. But she couldn't help, so she would report the fact to the engineers.
Weekdays only please
However, unlike many of the people paying for fast Internet access who do, the engineers don't work weekends. So nothing could be done until Monday.
Left to my own devices, I swapped the splitter on my telephone line and - bingo - green at last. One of the two splitters provided by BT was clearly faulty: Openworld support please note for future reference.
Connection was successful. Speed was fantastic. Pages loaded instantly. The bobsleigh was gathering speed. Until I tried to enter my e-mail account management area.
This requires a password - the same as the one used for logging on. And it wouldn't work. So, again, I started the long process of dialling BT Broadband support. Just over an hour later (and another big phone bill?), technical support and I made contact and together we changed passwords.
The problem seemed partially fixed - one e-mail account worked and, inexplicably as it uses the same password, my second didn't.
Very polite
Another nice Scottish lady (they're all very polite and accommodating when you eventually get through) promised I would be phoned when it was fixed. Not before Monday, of course.
You've guessed it - no call ever arrived. And the following Saturday, the whole system wouldn't let me in at all. The new password was rejected.
One hour and 40 minutes to get through to technical support, who said they couldn't help. It was down to order support or some such department (I was almost past caring). And no, they don't work weekends.
It's Thursday now and order support have told me the problem was something to do with "fusion" (I was getting near to going nuclear). Everything should now work. Of course, when I try it on Saturday and it doesn't work...
None of this gives me any pleasure to report. Britain is behind many parts of Europe with broadband rollout, which many are convinced is essential for the country's economic wellbeing.
I could have chosen another broadband provider. But I don't have the choice of cable so BT would still have had to enable the exchange connection, with its order-cancelling computer.
Slashing broadband prices is probably making the situation worse, as orders for connections have apparently doubled in recent months, which is further overloading the system.
BT has a lot to answer for. That's when you can get through.
Advertising suggests an exhilarating new world of connectivity; bobsleighs careering downhill at breakneck speed.
The message is the internet is dangerously fast if you sign up.
But life with BT Openworld broadband can more closely resemble a horse and cart going uphill backwards.
And the danger consists of the risk of serious injury from repeatedly striking your head against a wall in frustration.
I ordered ADSL broadband from BT in March and was offered the services of an engineer.
But a colleague told me of four visits by BT employees to his flat before successful connection was achieved - one of them emerging from beneath my friend's desk to inquire if it really was ADSL he was supposed to be fitting - so I decided instead to go for the do-it-yourself, plug-and-go option.
After all, I've fitted hard disks and memory in my PC, so it couldn't be that difficult - and so it proved.
But that would have to wait until my broadband connection was made live by BT at my local exchange.
What happened? Not a lot
A couple of weeks later my plug-and-go kit arrived. But nothing happened at the exchange.
The order had been cancelled, explained BT. Not by me, I told them. A new date was arranged.
It too came and went and still no broadband. The order had been cancelled, they said. Not by me, I told them again.
"Ah, sorry," said the nice Scottish call-centre lady. "Our computer keeps doing that, cancelling orders for no apparent reason. I'll give you a ring every day until we have a new date." No call ever came.
Weeks passed before BT informed me that broadband capacity at my exchange was now full. This was surprising as the small south-west Surrey town where I live is hardly the UK's Silicon Valley.
Then, finally, BT assured me of a definite, immovable switch-on date.
I unpacked the modem and the splitters (which you attach to every phone line in the house to allow ordinary calls - and standard dial-up Internet connection - at the same time as using always-on ADSL) and loaded the BT Openworld software. An orange light appeared on the modem. But no internet.
What support?
It was at this point that I first encountered what BT Openworld calls its broadband support.
This is an 0845 number which connects fine, then the caller is given two lists of options to technical support. It is only after making these choices that the engaged sound kicks in (don't worry, it will).
Connection was successful. Speed was fantastic. Pages loaded instantly. The bobsleigh was gathering speed
The only way to get to technical support is to keep dialling, then navigate the two options menus and hope the engaged sound is replaced by ringing.
On this first occasion, on a Saturday morning (currently I only use the broadband connection at weekends), I must have dialled 30 times - presumably each at the cost of a local call - before, joy of joys, the engaged tone was eventually replaced by ringing.
But that just allows you to join the "All our support staff are busy - please hold on. We apologise for the inconvenience" queue, which lasted - on this occasion - just under 35 minutes. Total time to speak to support: one hour and 15 minutes.
"Your orange light should be green if there's a connection," said another Scottish lady. But she couldn't help, so she would report the fact to the engineers.
Weekdays only please
However, unlike many of the people paying for fast Internet access who do, the engineers don't work weekends. So nothing could be done until Monday.
Left to my own devices, I swapped the splitter on my telephone line and - bingo - green at last. One of the two splitters provided by BT was clearly faulty: Openworld support please note for future reference.
Connection was successful. Speed was fantastic. Pages loaded instantly. The bobsleigh was gathering speed. Until I tried to enter my e-mail account management area.
This requires a password - the same as the one used for logging on. And it wouldn't work. So, again, I started the long process of dialling BT Broadband support. Just over an hour later (and another big phone bill?), technical support and I made contact and together we changed passwords.
The problem seemed partially fixed - one e-mail account worked and, inexplicably as it uses the same password, my second didn't.
Very polite
Another nice Scottish lady (they're all very polite and accommodating when you eventually get through) promised I would be phoned when it was fixed. Not before Monday, of course.
You've guessed it - no call ever arrived. And the following Saturday, the whole system wouldn't let me in at all. The new password was rejected.
One hour and 40 minutes to get through to technical support, who said they couldn't help. It was down to order support or some such department (I was almost past caring). And no, they don't work weekends.
It's Thursday now and order support have told me the problem was something to do with "fusion" (I was getting near to going nuclear). Everything should now work. Of course, when I try it on Saturday and it doesn't work...
None of this gives me any pleasure to report. Britain is behind many parts of Europe with broadband rollout, which many are convinced is essential for the country's economic wellbeing.
I could have chosen another broadband provider. But I don't have the choice of cable so BT would still have had to enable the exchange connection, with its order-cancelling computer.
Slashing broadband prices is probably making the situation worse, as orders for connections have apparently doubled in recent months, which is further overloading the system.
BT has a lot to answer for. That's when you can get through.
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Could try installing a
Link removed - this site sells items that is not suitable for this website
replaces your BT line box and removes the necessity for filters as this is the equivalent of what BT do at the exchange end.
Unfortunately with the the sudden availibility of ADSL tech line will get choked so my advice is to find a good web site/discussion forum that will answer most questions Try
ADSL FAQs
As for fusion think you should try episode 117 of Enterprise
Fusion
Happy mind melting
From Buttons: Yellow Card!
Link removed - this site sells items that is not suitable for this website
replaces your BT line box and removes the necessity for filters as this is the equivalent of what BT do at the exchange end.
Unfortunately with the the sudden availibility of ADSL tech line will get choked so my advice is to find a good web site/discussion forum that will answer most questions Try
ADSL FAQs
As for fusion think you should try episode 117 of Enterprise
Fusion
Happy mind melting
From Buttons: Yellow Card!
Last edited by What_does_this_button_do?; 1st Jul 2002 at 06:35.
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Sounds very familiar. Worth taking a look at www.btopenwoe.com
Not just a sounding board site ; plenty of useful technical advice & links if you dig around.
Not just a sounding board site ; plenty of useful technical advice & links if you dig around.
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If it is any consolation, when PacBell started rolling out DSL here in the Bay Area, it was frought with problems:
* The entire multi-step provisioning process used different systems and divisions and relied pretty much on "manual integration", requiring me to actually have 3-way conference calls with the network group and the internet group there.
* Installers turning up unexpectedly
* Installers not turning up at all
* Duff equipment at their end
Not sure if things have improved much.
* The entire multi-step provisioning process used different systems and divisions and relied pretty much on "manual integration", requiring me to actually have 3-way conference calls with the network group and the internet group there.
* Installers turning up unexpectedly
* Installers not turning up at all
* Duff equipment at their end
Not sure if things have improved much.
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I've had Blueyonder broadband since it was first released and now I've just upgraded to a 1mb download - 256k upload service.
It is truly excellent, simple to install in cabled areas and support is superb in my experience.
If it is possible - go cable!
It is truly excellent, simple to install in cabled areas and support is superb in my experience.
If it is possible - go cable!
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I've been "Broadbanded" for nearly 6 months now, and I avoided BT all together (apart from the exchange and the engineer to install it all of course). I got connected when the option of self install wasn't there, and I had a very good and very prompt BT engineer come to my house and fit all the gubbins needed. I then installed my ADSL Modem, and hey presto, first time on and off like a whippet. I used a smaller ISP where I've been waiting, on average (for the very few times, 2 in total, that iIve had problems) 5 mimutes to get through the the technical support people. I avoided the biggies on purpose (Freeserve and BT) cos I've always struggled to get through to their help lines when I was on a 56k Modem, so avoided them like the plague. As I said, there has been not a single problem with my ISP or my connection in 6 months. Never not been able to connect, and very very rarely get booted. My advice? Move to a smaller ISP cos they have time for you and also want to help you. I.e. they don't have cattle market type call centers!! And who is this ISP I hear you cry? Why Timewarp of course. www.timewarp.co.uk .
I thought about getting broadband from BT so I did their check as to whether my local exchange and my line to it were suitable by inputting my phone number to their enquiry system on-line.
The response came back "yes, you can, but you are right at the limit of range for broadband transmission from the exchange".
So I checked......it's eighty two yards from my front door to the exchange!
Don't think I'll bother.
The response came back "yes, you can, but you are right at the limit of range for broadband transmission from the exchange".
So I checked......it's eighty two yards from my front door to the exchange!
Don't think I'll bother.
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Yes, Gg, I did the on-line "line check" too and got the "congratulations, you are..." routine and the invitation to sign up to ISDN with the proviso that the sign-up was necessary to qualify for the real line check that may or may not confirm that I could use ADSL! So I fail to see the point of the first line-check since it is meaningless.
Anyway, my ISDN line has become much more slick and reliable recently and the urge to change over to ADSL has reduced. I'm reluctant to lose my second analogue line as I use it for my outgoing calls while the primary line is left free for incomings.
I wonder if it the improvement had anything to do with my latest complaint to BTOpenworld...?
Anyway, my ISDN line has become much more slick and reliable recently and the urge to change over to ADSL has reduced. I'm reluctant to lose my second analogue line as I use it for my outgoing calls while the primary line is left free for incomings.
I wonder if it the improvement had anything to do with my latest complaint to BTOpenworld...?
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Mixed experience. I signed up for the Pipex ADSL deal - £19.99 plus VAT. Self-install - well, I can plug in a modem and some filters with the best of 'em.
It went live when they said it would, and the speed was stunning. Then a week later it didn't work, and I discovered that:
1. Contrary to rumours, Pipex has no call centre. It's a myth. There's a telephone number but no humans at the other end of it. I tried weekday daytime, evening, weekends, even at 3 am. Always the same.
2. You can enter your query on the Pipex website (using your dial-up modem and your old ISP), but nothing will come of it. I know - I've sent them 14 queries over the past 8 weeks, and not one has been answered. Not even acknowledged!
Anyway, eventually some helpful webpages gave the fix. I'm glad I kept the dial-up facility!
So - go to the newsgroups, and you will find experts better than any the ISPs have. These fine folk will answer all your questions, tell you where to get the revised drivers or software or whatever, and get you back in business.
Oh - and I applied first for Demon ADSL. The nice lady said she'd call back in a couple of days when they'd tested the line. That was January. Not heard yet...
It went live when they said it would, and the speed was stunning. Then a week later it didn't work, and I discovered that:
1. Contrary to rumours, Pipex has no call centre. It's a myth. There's a telephone number but no humans at the other end of it. I tried weekday daytime, evening, weekends, even at 3 am. Always the same.
2. You can enter your query on the Pipex website (using your dial-up modem and your old ISP), but nothing will come of it. I know - I've sent them 14 queries over the past 8 weeks, and not one has been answered. Not even acknowledged!
Anyway, eventually some helpful webpages gave the fix. I'm glad I kept the dial-up facility!
So - go to the newsgroups, and you will find experts better than any the ISPs have. These fine folk will answer all your questions, tell you where to get the revised drivers or software or whatever, and get you back in business.
Oh - and I applied first for Demon ADSL. The nice lady said she'd call back in a couple of days when they'd tested the line. That was January. Not heard yet...
