So, simple BT fault, suspected issue on fibre back-haul from an FTTC cab, started after MSO, so probably damaged to dirty fibre. Not a complicated fault at all.
Symptoms are idle levels of packet loss all day, sometimes peaking to 20%, that is shitty!
The dialogue sort of goes back and forth, but we finally go somewhere, after escalation, with a clear statement from BT:
'We have run diagnostics and can see numerous code violations which will require an engineer to liaise with 2nd line DCoE if the fibre escalation team are unable to assist.'
- Us: Please fix the fault.
- BT: You need to book an SFI
- Us: An SFI is an optional service to check the metallic path to SIN349, nothing wrong with the metallic path here, so silly, just fix it
- BT: No, you have to book an SFI, that is the process
- Us: OK, what is the process for fixing this fault without ordering an optional service.
- BT: There is no other process
- Us: Are you really saying BT have no process to fix this fault without ordering an optional extra service - if so that is breach of contract as contract says you will investigate and fix faults
- BT: We don't see a BT fault
- Us: OK, so you are saying a line with constant loss peaking at 20% is acceptable, is that the formal standard BT work to?
- Us: What actual investigation did you do, and to what standard or reference did you test the line so as to decide there was no fault?
- BT: If you want us to investigate the fault report you raised further then please book an SFI
- Us: No, the contract says you will investigate and fix faults, are you refusing to?
- Us: Repeat of questions about this being "not faulty" at 20% loss?
I'll add some more as it goes. But it goes round in circles.
(a) consider this to be acceptable level of service, in which case, especially with ideas of universal broadband service obligations and automatic compensation, we need to take this up with OFCOM, BIS, and the Digital Economy Bill parliamentary committee as a matter of urgency.
(b) accept that this is a fault and BT are breaking contract by refusing to investigate and fix it.
BT just need to pick one and stick with that story to the end. Either that or just damn well fix the fault!