I wondered if I could pick somebody’s brain…
I work in a faults department for an ISP. I have taken personal ownership of a fault that on first glance looks like an end user equipment problem as they cannot view any secure sites whatsoever.. However, the customer has tried 6 routers including one I have sent out that is known to be working correctly, 5 computers/laptops known to be working at other connections, whether they are wired or wireless or the connection is residential, public or an office connection, countless micro filters (shouldn’t have an effect on http/https protocols and the customer is at the test socket. I understand that the latter wouldn’t have an effect but just to make sure.
The customer had the same issue when they were with an old provider who operated on an LLU network whereas the company I work for are operating through the BT network within the same exchange. I’ve had a BT engineer to this property already who replicated this issue and noted to the customer he had no ideas what the problem was. I have tested this customers profile at my end to check that we are not restricting certain protocols and as I imagine you have guessed, we are not restricting the customer.
Not only do I want to resolve this fault for this customer but I also want to find out what was causing the issue as it has perplexed me and as you can imagine taking up some of my time out of work.
Also to note, the customer complains of a ‘laggy’ connection sometimes despite a throughput of 7-7.6mb, which leads me to think it could be some sort of packet problem. Maybe how the packets are treat in the exchange.
Any help or comments are welcome and if I’ve missed anything you already suggest I apologise.
Thanks in advance for your thoughts and possible remedies on this issue.
Kind Regards
I work in a faults department for an ISP. I have taken personal ownership of a fault that on first glance looks like an end user equipment problem as they cannot view any secure sites whatsoever.. However, the customer has tried 6 routers including one I have sent out that is known to be working correctly, 5 computers/laptops known to be working at other connections, whether they are wired or wireless or the connection is residential, public or an office connection, countless micro filters (shouldn’t have an effect on http/https protocols and the customer is at the test socket. I understand that the latter wouldn’t have an effect but just to make sure.
The customer had the same issue when they were with an old provider who operated on an LLU network whereas the company I work for are operating through the BT network within the same exchange. I’ve had a BT engineer to this property already who replicated this issue and noted to the customer he had no ideas what the problem was. I have tested this customers profile at my end to check that we are not restricting certain protocols and as I imagine you have guessed, we are not restricting the customer.
Not only do I want to resolve this fault for this customer but I also want to find out what was causing the issue as it has perplexed me and as you can imagine taking up some of my time out of work.
Also to note, the customer complains of a ‘laggy’ connection sometimes despite a throughput of 7-7.6mb, which leads me to think it could be some sort of packet problem. Maybe how the packets are treat in the exchange.
Any help or comments are welcome and if I’ve missed anything you already suggest I apologise.
Thanks in advance for your thoughts and possible remedies on this issue.
Kind Regards