BT Must Remove Pairgains in the UK from 250703

spongebob

Pages 59 - 63 of this Document explain the procedure

http://www.oftel.gov.uk/publications/eu_directives/2003/uso0703.pdf

1. You complain about it
2. They remove it.

If you order a second line for Internet Use IT MAY NOT BE PAIRGAINED ...see item 10

As it is based on the same EU law as Ireland then we should hve the same rules too. If your line is crap or if you failed a test then copy the bit in quotes below and paste it into

http://www.comreg.ie/sections/complaints_form.asp

Annex B
Guidelines on functional Internet access
The requirement to provide a connection which permits functional Internet
access
1. A provider designated for the purposes of universal service (‘the Provider’) is
required under the specific universal service conditions to provide telephony
services at data rates that are sufficient to permit functional Internet access.
2. This obligation relates to:
• a single narrowband connection only: it does not extend to other types of
connection, such as broadband or ISDN;
• the connection itself,
3. These Guidelines clarify the circumstances in which Oftel is likely to consider
that the Provider is offering functional Internet access.
4. Oftel will consider that the Provider is providing functional Internet access
where it is able to demonstrate that it is making every reasonable effort to
ensure that lines achieve optimum performance, particularly where the enduser
intends to use the line for Internet access.
5. In forming a view on whether the Provider is making every such reasonable
effort, Oftel will look at:
• the data rate achieved by the connection;
• the measures taken by the provider in respect of pair-gain devices, such as
DACS;
Data speed achieved by the connection
6. Oftel has considered the capabilities of networks, local line plant and terminal
equipment currently available. It has concluded that end-users should be able
to expect that single narrowband connections will support data transmission at
a reasonable speed.
7. Whilst Oftel is not mandating a minimum speed, Oftel is of the view that, at the
current time, a connection speed of 28.8 kbit/s is a reasonable benchmark for
functional Internet access. Over time, this rate may need to be revised to
reflect advances in networks and equipment, and changing social and
economic conditions.
Measures taken by the provider in respect of pair-gain systems
8. The following are an indication of the measures Oftel expects the Provider to
take in connection with pair-gain devices, such as DACS. There may be other
scenarios not specifically addressed below; the following matters are
nevertheless likely to be relevant.
Where an end-user requests a second line
9. The Provider should establish whether the second line is intended to be used
for Internet access.
10. If the line is intended to be used for Internet access, the provider should take
all reasonable steps to avoid fitting, or using existing, pair-gain systems.
Reasonable steps include:
• providing an unused line without pair-gain devices fitted;
• rearranging existing lines to provide a line without pair-gain devices fitted;
and
• carrying out minor network infrastructure build to provide new lines without
pair-gain devices fitted; and
• carrying out any other reasonable measures to provide a new line in
preference to the use of pair-gain devices.
Where an end-user complains about the performance of an existing line
used to access the Internet
11. Oftel considers that where a line is fitted with a pair-gain device, such as
DACS, the line is unlikely to achieve optimum performance.
12. Therefore, where an end-user complains about the performance of a line used
to access the Internet and the line is fitted with a pair-gain device, the Provider
should take all reasonable steps to provide the end-user with a line without a
pair-gain device fitted, for example by:
• removing the pair-gain system altogether;
• providing an unused line without pair-gain devices fitted;
• rearranging existing lines to provide a line without pair-gain devices
fitted;
• transferring the pair-gain system to a more suitable line;
• carrying out minor network infrastructure build to provide new lines
without pair-gain devices fitted;
• deploying an alternative, less detrimental pair-gain system where
possible; or
• carrying out any other reasonable measures to provide a new line in
preference to the use of pair-gain devices.
Where the Provider is carrying out modifications to its network
13. If, having exhausted other options, the Provider needs to fit existing lines with
pair-gain systems or transfer a pair-gain system to another line, it should
ensure that this will not adversely affect an existing user of narrowband access
to the Internet.
14. There are several methods open to the Provider to assess the use of other
lines, one of which is to examine call data records. Whilst Oftel suggests this
as an example of a reasonable method for checking the use of the line, the
provider should be aware of its responsibilities with respect to the use of call
data records. The information gained from call data records must only be used
for the purposes of establishing whether narrowband Internet access is used
on a particular line. As detailed in Oftel’s Statement on BT’s marketing of
Internet services and use of joint billing (19 May 2002), it must not be used for
any marketing purposes.
Measures taken by the provider in response to complaints about
unsatisfactory Internet access, which are not related to pair-gain devices
Investigation
15. Where the Provider receives a complaint from an end-user about
unsatisfactory connection speed, the Provider should take the end-user
through a series of self-tests, such as checking the data speed displayed on
the end-user’s computer, and removing all other terminal equipment eg fax
machines, from the connection.
16. Further investigation, such as the Provider conducting a site visit to test the
connection itself, is required only where it is established that the end-user is
experiencing connection speeds which are persistently lower than the
benchmark of 28.8 kbit/s. The Provider is not required to investigate further
where the problem clearly falls outside its control, eg there is a problem with
the end-user’s computer or Internet service provider.
Minor problem with the network
17. Unsatisfactory Internet access may be caused by a minor problem, eg
interference, a problem with the final link (underground or overhead) from the
distribution point to the end-user’s premises, or some other easily repairable
fault.
18. Where the Provider establishes that there is a minor problem, it should take
action at the earliest opportunity to ensure that the end-user’s connection
provides functional Internet access, in particular that it is capable of achieving
the benchmark data speed of 28.8 kbit/s.
More significant problems with the network
19. Oftel recognises that there may be circumstances where there is a significant
problem with the network and it is not reasonable and/or proportionate to
expect the Provider to take action on the basis of a single complaint about
unsatisfactory Internet access.
20. The Guidelines address two examples of such a significant problem below.
There may be other scenarios not specifically addressed below; the following
examples are nevertheless likely to be relevant.
Distribution (‘D-side’) cables
21. These are the secondary cables that link a primary connection point (known as
a ‘cabinet’) to the final distribution point serving an end-user. One D-side cable
will probably serve tens of distribution points but a particular distribution point is
normally only served by one D-side cable.
22. Where the Provider establishes that there is a problem with a D-side cable, it
should log the complaint against that particular cable and, when the threshold
indicated below is reached, take action at the earliest reasonable opportunity to
ensure that functional Internet access, in particular a benchmark connection
speed of 28.8 kbit/s, is provided to the affected end-users.
23. Threshold: where the Provider logs substantiated complaints regarding 10% or
more of the working circuits terminated on a particular cable at a particular
distribution point or at a particular cabinet.
Main (‘E-side’) cables
24. These are the cables that form the first stage of the route from the exchange
building to the customer’s premises. At the exchange end, they terminate on
the main distribution frame. The remote end terminates in a cabinet. One Eside
cable can serve several cabinets, and equally a particular cabinet can be
served by more than one E-side cable.
25. Where the Provider establishes that there is a problem with an E-side cable, it
should log the complaint against the particular cable and, when the threshold
indicated below is reached, put in place a work programme to ensure that the
problem is addressed at the earliest reasonable opportunity. As indicated
under ‘General management and business processes’ below, the Provider
should advise Oftel of any such work programme.
26. Threshold: where the Provider logs substantiated complaints regarding 10% or
more of the working circuits terminated on a particular cable at a particular
cabinet.
General management and business processes
27. Where it is not possible on any given line to remove pair-gain devices or
otherwise achieve a connection speed of 28.8 kbit/s in the short term, the
Provider should be able to demonstrate that it is in the process of making, or
planning to make, improvements to its network (whether equipment, lines or
other part) not capable of supporting 28.8 kbit/s.

Chowley

What is a pargain?