Broadband help : try the test socket!

I am just about fed up of people reporting faults, and then as soon as I ask them to try in the test socket I get the following reply, "I am not touching my socket, that's an engineers job" - give me a break!

Firstly, the test socket has been implemented to save time and help both you and your ISP identify where a potential service fault may lie. By refusing to connect into the test socket, you are being uncooperative and rude. How am I supposed to help you fix your fault if you refuse to perform the basic diagnostic procedures that I ask?

Photo: www.hmmm.ip3.co.uk

The above image shows just how easy it is to access the test socket. Believe me, if it was only intended to be used by engineers then they would make it a lot harder to get into, and there would be signage all over it warning you not to touch it.

Furthermore, it is actually a BT recommended diagnostic. Do you know why? Because it eliminates your internal wiring as being at fault. If you have no fault in this test socket, but do with the faceplate connected, then your wiring is probably naff. On the contrary, if your fault still exists whilst connected to the test socket, there is a greater likelihood that the problem lies outside of your remit and requires further attention.

Do you see just how simple, yet effective, the test socket is.

Picture this scenario:

You experience a loss of dial tone. You immediately call your SP without checking the test socket, they are unable to locate a fault and so book an appointment for BT Openreach to attend in 3 days time.

3 days later, Mr BT Engineer turns up, tries the phone in the test socket and obtains dial tone. He'll be in and out within 10 minutes, and charge you for the privilege. As a result, you have been left without a dial tone for 3 days and been landed with an engineer call out charge of in excess of £115.

Now, the alternate scenario:

You experience a loss of dial tone. You take 5 measly minutes of, what you make out to be, your very busy schedule to remove 2 screws and try your phone in the test socket. You can get dial tone from the test socket.

Hey presto! you have found the fault is internal and does not require attention from BT. You have therefore saved yourself 3 days of waiting and a bill for over £115.

Which scenario would you prefer? I know which one I'd go for!

Christmas eve eve

So, as I am sure you are all aware, today is 23rd December AKA Christmas eve eve. I have just got home from work and I'm all set for Christmas. I popped out this morning before my shift started and got the last of my shopping. I must admit, I don't know why I leave things til this late. Everywhere is full to the rafters of similar last minute shoppers all rushing to get theirs done.

Accurate representation of last minute Christmas shopping

The picture above is just a stock photo I pulled from Google, plus it was probably taken during warmer months because there isn't a coat in sight (the weather also looks moderately OK). Regardless, it's an accurate representation of last minute Christmas shopping - exactly what I was faced with this morning, just before work.

I may have already mentioned that I work on the technical support desk for a major ISP. I also have a computing A-level, plus a COMPTIA A+ and MCTS certification. I'm currently studying, part-time, towards a BSc in Software Development and Networking so you might start to see a few "techy" posts appearing on the blog. I like to help people out as best I can, which is why I love technical support so much. I also know that people get very frustrated about their broadband and phone line being down so I'm definitely going to get a few articles out about how to check for basics, and what things you should be checking before reporting a fault with your ISP.

Broadband - Connecting you to the world in seconds

You see, the internet is a wonderful thing. The smallest of problems though can have massive consequences. That 5 minute video that you were watching could take a lifetime to buffer. I know just how much people HATE buffering. Stay tuned for some detailed articles about helping yourself with your broadband. I'm planning a rollout in the new year.

You'll probably hear from me tomorrow before I sign off for Christmas completely. Until then, stay safe and enjoy the time off (if you've finished for Christmas, that is)