BT's support
My original email is included below, I'm aware its full of spelling/grammar errors but given their small box on their contact us form makes it almost impossible to proof read what your typing.
Quote:
Recently you requested personal assistance from our on-line support
center. Below is a summary of your request and our response.
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Subject
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Broadband & Internet - BT Broadband - I want to make a complaint
Discussion Thread
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Response (Sriram Krishnan) - 05/27/2007 10:12 AM
Dear Mr.
Thank you for your e-mail dated 26th May 2007, your e-mail has been logged under the reference number xxxxxx.
I understand from your e-mail that you are experiencing issue with slow broadband speed. You are receiving a broadband speed of 512 Kbps which is not acceptable. I apologise for the inconvenience caused and am here to assist you.
The slow speed issue might be due to the following reasons:
1. Old temporary files and cookies.
2. High usage of system resources.
3. Firewall software on your computer.
4. You have not power cycled your modem/router for a long time.
5. Electromagnetic Interference (EMI).
6. Spyware on your computer.
Please follow the steps below to delete the old temporary files and cookies on your browser:
1. Click on ‘Start’ menu.
2. Click on ‘Control Panel’.
3. Select ‘Internet Options’.
4. Under the ‘General’ tab, go to the section ‘Temporary Internet files’.
5. Choose ‘Delete Files’.
6. Click on ‘OK’.
7. Click on ‘Delete Cookies’.
8. Click on ‘OK’.
9. Select ‘Settings’.
10. Check the option ‘Every visit to the page’.
11. Click on ‘View Files’.
12. Select all the files and delete them.
13. Click on ‘View Objects’.
14. Select all the files and delete them.
15. Click on ‘OK’.
16. Click on ‘Apply’ and then on ‘OK’.
Check for system resource:
If your operating system is ‘Windows XP/2000’, please follow the steps listed below:
1. Press ‘Control’, ‘Alt’ and ‘Delete’ keys on the keyboard at the same time.
2. Click on ‘Task Manager’ and click on ‘Performance’ tab.
If the ‘CPU usage’ is more than 6%, please delete the unwanted software that you are not using or contact the system vendor to increase the memory space.
If your operating system is ‘Windows 98/ME’, please follow the steps given below:
1. Right click on ‘My Computer’.
2. Click on ‘Properties’.
3. Click on ‘Performance’ tab.
4. System resource should be greater than 70%.
It is acceptable if the ‘System Resource’ is greater than 70%. If not, please delete the unwanted software that you are not using or contact the system vendor to increase the memory space.
The above problem might also be due to the firewall enabled in your system. Please be informed that you need to disable the firewall on your computer temporarily and try to access Internet. If the issue gets resolved after disabling firewall then please contact your firewall vendor for further clarification.
Now, please follow the steps given below to power cycle your router:
1. Shut down the computer.
2. Turn off the router.
3. Unplug all the cables from the router.
4. Wait for 10 or 15 seconds.
5. Re-plug all the cables from the modem/router.
6. Now, turn on the router.
7. Reboot or switch on the computer.
8. If the issue still persists, please swap the filters.
Also, please verify the following:
1. Please avoid any cell phones or cordless phones near the router.
2. Avoid any halogen lamps glowing near the router.
3. The router should not be kept on a carpeted or floor.
4. The router should not be placed near the computer tower.
5. The router should be kept at least 3 feet above the floor.
Check for spyware on the system by scanning the computer with the BT Yahoo! Anti-spy or any other anti-spy software installed on the system.
You can find out more about available anti-virus, anti-spyware and firewall software available on BT Broadband by going to the BT Yahoo! Online Protection page at:
http://uk.docs.yahoo.com/btyahoo/computer.html
NOTE: Please do not click on the link. Copy and paste it on the address bar of the browser page.
Please be informed that you need to check the line speed by visiting the following website given below:
http://faster.bt.com
NOTE: Please do not click on the link. Copy and paste it on the address bar of the browser page.
If you have any further queries, please feel free to contact us with the above reference number. In future, if you need any information from BT Total Broadband self help service, please visit the following website:
http://btybb.custhelp.com/
NOTE: Please do not click on the link. Copy and paste it on the address bar of the browser page.
Thank you for using BT Total Broadband.
Sriram
BT Total Broadband Support Team.
Custome
This e-mail has been 'redirected' to you from the BT Kana E-Mail Team.
e-Mail reference
Received 5/26/07
However, if we have sent this to you in error, please return to us at BT Broadband
Thank you for your assistance,
Avanda Rooney
Kana e-mail Handling Team
Feedback from: Mr.
Telephone Number:
Account Number:
Email Address
Customer Comments:
Dear Sir/Madam
Over the past few days i've noticed a drastic drop in my broadband speed during the evenings on certian ports (namely HTTP traffic on port 80)
Speeds have fallen below 512kps which I find unacceptable for an upto 8mbit/s service.
It appears you are using traffic shaping on my connection which i didn't have a problem with while even at peak time speeds were above 1.5mbit/s
My line syncs at a steady 8128kps i have an ip profile of 7150kps
For the past 3 evenings i've not been able to get above 512kps on HTTP traffic, that is a 93% drop in speed i have conducted various speedtests to various sites and all come up the same so I know its not a site specfic problem.
it is also not contention due to speed differenes on various ports and the fact that the speed is consitent across a sustained transfer where if it was contention i would expect a flutuation in speed due to the bursty nature of internet traffic.
While i understand this is a contended service and traffic shaping is needed to ensure everyone gets a resonable speed i do not consider beeing throttled to below 512kps as a resonable speed.
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And heres the response that i sent.
Quote:
It is nothing to do with my pc, mac or my broadband router.
I do not need to clear my cookies, check my system resources or anything else for that matter, There are several people reporting slow evening speeds on thinkbroadband.com
I did wander if its because i'm a fairly heavy user and something to do with FUP however i've never received any warnings regarding my usage.
I perticually find the line "If the ‘CPU usage’ is more than 6%, please delete the unwanted software that you are not using or contact the system vendor to increase the memory space."
Memory usage has nothing to do with cpu usage, and it is perfectly normal for cpu usage to be above 6% due to background processes.etc
I'm sure I do not have spyware on my PC or my MAC.
Also I don't use internet explorer and am currently not even using windows at the moment , rendering the steps below for clearing tempoary files and cookies completely inaccurate.
Problems with my computer wouldn't make the connection slow down during the evening then magically come 12pm return to higher speeds.
I am fully aware that there is traffic shaping being used on BTTOTAL my complaint is it seems to be far to intensive.
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Typical canned response i found the line about cpu usage above 6% perticually laughable |
