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This is *why* Zen are 7 quid a week more expensive than Be for less bandwidth - Her Most Regal Majesty, the Queen of Snark
void where prohibited, except by law
sesquipedality
sesquipedality
This is *why* Zen are 7 quid a week more expensive than Be for less bandwidth
I feel that this particular exchange with Be tech support should be preserved for posterity. Names changed to protect the annoying. Start at the bottom and work your way up to an incoherent fury or strange Zenlike calm, depending on your temperament.

Be Agent: sesquipedality
Date: 21/10/2008
Time: 0:10


If you read back through the log of this ticket, you'll see that you've already tried this. For what it's worth, I agree to you doing it again, but I'm sure the result will be exactly the same.

Also, from my logs - uptime 18hrs

FEC Errors (Up/Down): 102 / 942,570
CRC Errors (Up/Down): 102 / 24
HEC Errors (Up/Down): 559 / 15

The modem is bust. Please could you stop stalling and replace it. Thank you.

Be Agent: BeDrone
Date: 20/10/2008
Time: 16:34


Dear Sesquipedality,

Thank you for the reply.
We need to check what exactly is causing the reboots of the modem. The information we have regarding the status of yor connection shows a few retrains on 9db SNR. With your permission, I will switch you to 12 or 15 and if the modem stops rebooting, then we will need to troubleshoot the connection to the external network. Otherwise we will need to troubleshoot the modem itself.
Please update us if you agree to be switched to a higher noise profile.

Salute,
BeDrone, Be Tech Support

Be Agent: sesquipedality
Date: 18/10/2008
Time: 14:56


I upgraded my firmware this morning. The modem is still rebooting.

Be Agent: BeDrone
Date: 12/10/2008
Time: 16:12


Dear Sesquipedality,

Thank you for the reply.
The model of your BeBox in this case is 585v7. You should have a firmware upgrade on the CD of your BeBox. If you don't have the CD for some reason, you can download the upgrade, along with wizard required for it, from the member center on our web-site after logging with your member ID and password.
Here's how the upgrade itself should proceed:
1. First you need to set a static IP on your LAN. Connect the BeBox to the computer with the ethernet cable, then go to Start - Control Panel - Network Connections, right-click on your Local Area Connection and choose Properties. Double-click on Internet Protocol TCP/IP, switch to Use the following IP and type the following:
IP: 192.168.1.10
Subnet Mask: 255.255.255.0
Default Gateway: 192.168.1.254
Preferred DNS: 87.194.0.52
Alternative DNS: 87.194.0.66
Apply these settings and run the wizard either from the CD, or from the downloaded wizard file.
The steps on the wizard are Be Box Maintenance -> Upgrade My BeBox. Search for path to the downloaded firmware and press Start. After completing the upgrade check all light on the modem - Power light must be green.
After the firmware upgrade, you will have to re-configure your public static IP into the BeBox.
1) Open your BeBox page by typing at the address bar of your web browser the following numbers : 192.168.1.254.
2) Click on the first button witch should be Speedtouch or Thompson Gateway and there look for Pick a task menu and Set up button. You should click on set up and a IP set up wizard will start.
3) Please chose static IP and enter the following data for your settings:
IP: 87.194.214.156
Subnet mask: 255.255.252.0 Default Gateway: 87.194.212.1
DNS1: 87.194.0.51
DNS2: 87.194.0.52
4) Finish the wizard and try to browse some web pages.
If you have any further questions, feel free to ask them.

Regards,
BeDrone, Be Tech Support

Be Agent: sesquipedality
Date: 12/10/2008
Time: 9:32


It is white/grey with no USB port.

Be Agent: BeDrone
Date: 11/10/2008
Time: 21:50


Dear Sesquipedality,

Thank you for the reply.
If the problem is with the BeBox itself, we need to check whether it can be resolved via a firmware upgrade. Can you please provide us with the model of the BeBox or, if you don't know how to find it, with the answers to the following questions:
1. What is the colour of the BeBox?
2. Does the BeBox has an USB port on its back?
3. If the BeBox has an USB port on its back, where is the "Speed Touch" writing on the front situated exactly - on the left hand side or centered?
Thank you in advance.

Regards,
BeDrone, Be Tech Support

Be Agent: sesquipedality
Date: 11/10/2008
Time: 10:47


The connection appears to have been very unstable in the last 24 hours. The router has rebooted at least twice in that time. Subjectively, performance has been consistently poor even when the connection has been stable - this is possibly due to the large number of errors, viz:

FEC Errors (Up/Down): 8 / 0
CRC Errors (Up/Down): 8 / 0
HEC Errors (Up/Down): 53 / 0

These stats taken approximately six minutes after a reboot.

I believe we have clearly established that there is nothing at all wrong with my physical line.

Under the Supply of Goods and Services Act 1980, my contract with you includes a legal obligation on your part that the goods be free from defect and that you make right any defect in them. A spontaneously rebooting modem is not functioning correctly regardless of the frequency that it does so, and therefore I would ask you to honour your obligations under the Act and replace the faulty modem.

Be Agent: AnotherBeDrone
Date: 08/10/2008
Time: 16:57


Dear Sesquipedality,

Thank you for your update. According to our system the connection is perfectly stable. Please continue to monitor and update us if the connection is dropping.

Best Regards,
DifferentBeDrone/Be*Team

Be Agent: sesquipedality
Date: 07/10/2008
Time: 20:45


I have performed a quiet line test. There is no noise. I think it's safe to say there is nothing wrong with my physical connection, and that if there is a fault, it is in the Be Box.

The box has now been up for two days, and the connection for over a day. I shall keep monitoring and see if the problem repeats.

Be Agent: Mpanayotov
Date: 06/10/2008
Time: 17:38


Dear Sesquipedality,

Thank you for your update. The monitoring of your line finished. The results are showing that there were no disconnections during the monitoring period and the line seems to be pretty good. I am reducing the SNR margin from 15dB to 12dB. Please monitor the line and update us if you have any problems.

Best Regards,
Meto/Be*Team

Be Agent: sesquipedality
Date: 05/10/2008
Time: 23:12


The Be box is white with no USB ports.

Be Agent: BeDrone
Date: 05/10/2008
Time: 9:43


Dear Sesquipedality,

Thank you for the reply.
For the time being we will set you on 15db and start a monitoring on your line. Also, we need to know whether you have performed a quiet line. If you haven't, please dial 17070 on the same line, which uses the BeBox and choose option 2 - if you hear any noises, please contact BT and ask them to clear the line for you.
We may need the model of the BeBox for a potential firmware upgrade. Please update us with the following information, if it appears that there's no problem on the line:
1. What is the colour of the BeBox?
2. Does the BeBox have USB ports on its back?
3. If the BeBox is black, where exactly is situated the "Speed Touch" writing - centered or on the left?
Thank you in advance.

Regards,
BeDrone, Be Tech Support

Be Agent: sesquipedality
Date: 04/10/2008
Time: 19:39


I am still experiencing drop outs, and I note that the router seems to be rebooting at these times. Presumably this is the cause.

Please could you set my noise margin profile to its previous level and send me a replacement BeBox, as the reboots appear to suggest that mine is faulty.

Thanks,

Sesquipedality

Be Agent: BeDrone
Date: 04/10/2008
Time: 16:37


Dear Sesquipedality,

Thank you for contacting us.
We have increased your noise margin profile to 12db. Monitor the performance of the service for a while and if you want it changed again, please contact us.

Regards,
BeDrone, Be Tech Support

Be Agent: BeDrone
Date: 02/10/2008
Time: 18:01


Dear Sesquipedality,

Thank you for contacting us.
In order to run these tests, we will need your assistance, becouse we will ask you to connect and disconnect the BeBox and the phone from the socket while we run the test itself. Unfortunately right now we are experiencing an internal issue regarding these tests, which we hope to be resolved as soon as possible. Can you please call us at some time tomorrow - hopefully we will be able to run the tests by then and give you the necessary answers. In the meantime, we are sorry for any inconvinience caused.

Regards,
BeDrone, Be Tech Support

Be Agent: sesquipedality
Date: 02/10/2008
Time: 17:28


Thank you for your reply. To address your points individually:

1) I am using a mircofilter. The only socket in my flat is the master socket.
2) I am using the master socket. It's the only one I have.
3) I have replaced the DSL cable.
4) I have replaced the microfilter.
5) I have removed the faceplate to my master socket and connected to the test socket. This has not helped.
6) I am using an ethernet cable.

Please run a line test.

Thank you.

Be Agent: BeDrone
Date: 28/09/2008
Time: 11:21


Dear Sesquipedality,

Thank you for contacting us.
hank you for contacting us.
According to the information we have in our system about the status of your connection, you have some retrains on your line. These are usually caused by faulty equipment and easily solved by the replacement of the said equipment. In order to avoid any further disconnections, please execute the following:
1. Make sure that you use micro-filters for the connection of the BeBox to the telephone socket. Also, if you have any other devices connected to any other sockets in your house, put micro-filters on them too;
2. If you're currently using an extention socket, move to the master telephone socket, if possible;
3. Replace the DSL cable which connects the BeBox to the socket with a new one, preferably no longer than 1.5m;
4. Replace the micro-filters you are currently using with new ones - not only for the BeBox connection, but also for any other devices, connected to the sockets;
5. If the connection to the master socket is still unstable, try connecting to the test socket. You can find it after removing the front plate of the master socket (you'll need to unscrew it), usually on the right side. Please update us if you don't have a test socket inside your master socket;
6. Whenever possible, use the ethernet cable for the connection between the BeBox and the computer.
If the above steps do not solve the problem, please call us so we can run a few tests on your line and establish what is causing the disconnections.

Regards,
BeDrone, Be Tech Support

Be Agent: BeLowLevelDrone
Date: 28/09/2008
Time: 10:41


Dear Member,

Thank you for contacting us. Your ticket has been assigned to the appropriate department and will be answered shortly. In the meantime we appreciate your patience.

Kind Regards,
The Be* Team

Be Agent: sesquipedality
Date: 27/09/2008
Time: 17:12


My connection has been cutting out all weekend. Download speed also seems slower than normal.
4 comments or Leave a comment
Comments
keirf From: keirf Date: October 21st, 2008 06:16 am (UTC) (Link)
How "inconvinient" of them.
emperor From: emperor Date: October 21st, 2008 08:54 am (UTC) (Link)
Twats.
crocodilewings From: crocodilewings Date: October 21st, 2008 09:10 am (UTC) (Link)
What was your experience of Zen's support?
sesquipedality From: sesquipedality Date: October 21st, 2008 05:11 pm (UTC) (Link)
Flawless. They were clueful, helpful and polite. Of course, I never had a serious problem with Zen. But that also counts in their favour.
4 comments or Leave a comment