That same fault where they suggest we get a BT Home Hub 3, we contact them about the fault not actually being fixed and the stupid notes...
The notes they then put on the fault about Dan calling them :-
"Dan from CP BT Retail contacted regarding want to rasie [sic] an escalation."
So, we are BT Retail are we, that explains why we should have BT Home Hubs.
Some details for the interested...
We generally like FTTC, not only because it is fast, but because the service is an Ethernet level handover. One of the classic issues with any fault is that "line" related issues (errors, low sync, drop outs) could be the modem or the wiring or the line or the DSLAM, and only some of that is BT's responsibility on ADSL services.
With FTTC the line, and the modem, are BT's responsibility, and they are even a BT install so the wiring from BT telephone NTE to BT VDSL modem is BT's as well.
This particular customer has a line forecast to get around 60Mb/s sync. He has a 40Mb/s capped service (standard FTTC) and does sometimes get the full rate (which works out just over 39Mb/s IP rate). However, he loses sync a lot and syncs at lower speeds at lot.
When the engineer went out the sync was 16Mb/s, having been 8Mb/s over night - clearly a fault for a line that should get 40Mb/s and be capable of 60Mb/s.
Yet the engineer reports "Customers Equipment, Error or Misoperation;End User own equipment" and tries to blame the PPPoE router not being a BT Home Hub 3. The line syncs even when no PPPoE router present at all, and the PPPoE router cannot affect that in any way.
Naturally our escalations team is on the case our end!