How fucking hard can it be?
There are two main types of fault on a broadband line. Probably as common as each other but very different solutions.
The line itself can be an issue.. Sync low or wrong. Packet loss. Dropping. Etc. Even end user router screwing up.
BRAS wrong. PPP not working. Latency (cannot happen on line itself). Exchange wide loss or latency. etc.
It surely is a basic part of training for anyone on fault repair to work out which applies. One needs engineers to end user site or changing copper pairs or whatnot. One needs people on consoles checking configs, and people fixing fibres, and sorting bugs in the system.
They have no bloody clue - they will harp on about special engineers until they are blue in the face when the issue is blatantly not a sync/line issue.
My latest comments on a fault:-
"We do not need an SFI as this is not a line sync issue - its an exchange/back-haul issue. Why even suggest an SFI. That shows a fundamental failure in you understanding. Please pass to someone who has a clue how thinhw work."
"Why would an appointment be needed - thing about it. If an SFI is not appropriate then why do we have to make an appointment. There is no line/sync issue. Its back-haul. Pass to someone with a brain please."
[sorry about typos]
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