Dear Mr Hanff,
I am sorry to hear that youre not experiencing the service level you expected.
Please can I just qualify some details so that we can complete our review more quickly?
Could you provide me with the Directory Number (ie the telephone number) that you are running your broadband connection from?
I understand that you have an up to 8Mb service, but that on average you only achieve a throughput of 4Mb and at times this drops below 2Mb.
We will run a network review, but in addition it would be helpful if you could confirm what line rate your connection syncs up at? This is the speed your line is capable of supporting, which we distinguish from the throughput (the actual bandwidth that flows through the connection). If you are using a modem, this is usually depicted by hovering your mouse over the PC icon in the bottom right hand corner of you screen. If youre using a router, this would be available from the administration menus. We would also be keen to know the make and model of the home device on the line? Again, this is not vital but it would help us complete the review more quickly.
Finally, I have your address details as:
Can I confirm that the broadband line youre referring to is being served from these premises?
Many thanks
Guy Bradshaw
GM - IPStream, Messaging and Wholesale Calls
BT Wholesale
07713 792142
guy.bradshaw@bt.com
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