I wish I knew... To date still no joy, and quite honestly, I'm not convinced they're not just phobbing us off at the moment.
We've been told there's discernible line noise by their CT line testing unit...
We've been told the line is dropping the connection every few seconds...
On thursday last weeks we were told we're capped, and they stubbornly argued this point, when we weren't - I checked later from my place.
On friday a techie arrived to fix the phone, which isn't and wasn't reported as broken and has not been the issue even once during the last 3.5 weeks of adsl nadda.
On sunday their helpdesk hung up on my sister because she stubbornly insisted she was not capped and insisted the helpdesk guy look at the history of the prolem and line. If line noise and if dropping connection how does capped even come into the problem solving/escalation process?
Later on sunday I used those accounts from a different adsl line and then phoned the helpdesk - they gave me the same capped bs story until i gave them my adsl phone number and they checked my traffic and then very sourly they acknowledged 'Oh, yes she can now see the accounts aren't capped, but her system says they are so...".
On monday we were told they found a broken part at the box at the local police station, but that only the cable guy can fix it.
On tuesday another techy suddenly wanted to start the whole investigation from scratch again... ie. he wanted to check the modem and computer setup and knew nothing about the history of the problem or what had been discovered before. (We went through this twice - end november and first week of december).
To date no joy or any indication that there is continuety or supervision or customer care on the matter. When we phone later today, as we will, we will no doubt be starting yet another process from scratch. And that despite insisting every call is logged to the open problem.
So good luck...