$ Check customer is connected to the main BT Socket , any fax machine or he is using filters on all the sockets, aslo check for the digital phones interferes with the broadband connection.(slow connection, intermediate connection).
$ Delete the cookies, temp files from the IE.
$ Ask customer to use the BT test login and check at what speed is the customer connected at. Use the "speedtest@speedtest_domain" in the login user name.For login password put "password" there. Once the customer is loged in .
Tell the customer to visit the site :- http://speedtester.bt.com if still the cust cannot login tell them to visit http://217.35.209.142 ..ITS A MUST THAT YOU CARRIE OUT THIS BEFORE SUBMITTING A FAULT WITH BT.
and check the speed he get on the BT Network (By doing this we would be eliminating the Network to check it not a BT Network Problem)
$ If you find the customer is getting very slow speed on this speed test login report fault to BT, with the complete detail Trouble shooting steps you had carried out and not miss-out any troubleshooting steps.
$ If the customer is able to get a acceptable speed on the BT speedtest login ask customer connect with his demon login and do a trace route to www.demon.net check the 3rd hop and the 4th hop (get the result over the phone and update the same.If the time is more than120ms report a fault to Demon Fault form.)Could be an latency issue.
$ Ask customer to send this result to [email protected]