Broadband Fault

Hi
Am new to this, but have had no broadband since Monday 7th November, have logged the problem but nothing seems to be done, had all this in August and was without broadband for nearly two weeks. Keep ringing the helpline, just get people I cant understand and have to wait sooo long to get your call answered. Waited 15 mins this morning to be told I have to be at home for them to help me.! GREAT - can anyone help?

Hello ,
Can you please run a line test to determine if or not it is an external problem: http://goo.gl/J25w8
Can you also confirm if you're connected at the master socket or an extension? And what your type your master socket is according to this picture
Lastly for now, call 17070 and Press Option 2 for the Quiet Line test and where possible use a corded phone as DECT handsets can pick up electrical interference?
Are you connected Wirelessly or through a cable, and is the broadband or just wireless dropping out?
If you have a master socket like the one in any of the pictures bar the second one can you please try connecting to the test socket:
Regards Edd
Check your Line
BT Speedtester

Similar Messages

Broadband Fault Tracking

I've got a broadband fault on my line which was opened on the 28th Feb 2012 and is still open for some reason???. How long can a fault be on the line??? Plus I had a BT BB Engineer fix the fault on the 1/03/2012 which was 2weeks ago.
Solved!
Go to Solution.

It'll just be the fault report not auto closing. Call up and tell them it's sorted, they should close the fault which will then update the online tracker
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the the reply answers your question then please mark as ’Mark as Accepted Solution’

Broadband Fault 11 Days and Counting

Never has the phrase "Pillar to Post" been more apt to the service I have received over a broad band fault.
I reported my fault as per the website and since then I have made I don't know how many phonecalls to find out what is going on. The fault log on my account has not been updated, no-one can actually tell me where the fault is apart from the engineer who visited my house and who told BT Wholesale where the fault is but apparently thats not where it is.
Everytime I call I get passed to someone else who will "Personally take ownership" but doesn't, otherwise I would have a dozen people looking after me and all they want me to do is a line check or ask me once again what I have plugged in.
My last call today was that they have modified my profile at the exchange, not fixed the card at the exchange which the engineer told was the problem and that I am going to have to wait another 66 hours for it to be fixed.
So all in 14 days to fix a broadband fault. Their complaints department has still not gotten back to me and I have now raised the issue with otello, who the people at BT didn't what they are. I'm glad I don't run a business that relies on the broadband service otherwise I would have a serious credit problem by now.
I checked a few other non BT forums and found that there are some real serious issues about how BT deals with long running faults and complaints, so why haven't they improved themselves?
Least I do not have to talk to them for 66 hours, it will give my head a rest and I might be able to enjoy myself and surf the web, oh sorry I can't because I have a broadband problem, better call BT, round and round I go again.

Day
Date
Time
Dn Load Speed
Friday
20/08/2010
07:20
2048
09:00
1352
10:00
1248
10:45
1152
11:35
1008
12:35
688
Saturday
21/08/2010
20:43
432
22:11
145
Sunday
22/08/2010
07:10
1996
08:15
2071
09:50
791
11:02
318
12:15
216
13:20
176
14:23
226
15:26
275
16:30
494
18:00
201
19:12
256
Monday
23/08/2010
08:45
1035
10:14
338
11:15
268
12:15
296
13:20
139
14:35
131
16:10
154
17:36
156
19:20
89
20:27
311
22:20
185
Tuesday
24/08/2010
6.44
1813
8.24
1356
9.30
481
10.45
367
16.00
150
17:30
118
19:15
254
21:00
0
Wednesday
25/10/2010
7.18
1944
9.25
543
10.30
266
12.05
265
13.45
266
15.00
178
16.10
147
18:10
47
19:37
68
20:51
86
22:00
184
Thursday
26/08/2010
7.00
1842
10.50
264
12.05
149
13.10
170
16.55
41
18:05
108
19:00
90
19:10
66
20:11
84
21:25
45
Friday
27/08/2010
07:15
1616
08:20
708
09:30
274
10:30
285
11:35
416
13:15
210
14:25
110
16:30
288
18:00
216
19:30
104
20:52
216
21:05
0
Saturday
28/08/2010
07:20
1903
08:30
1496
09:30
432
11:20
440
12:20
392
13:20
344
14:35
224
15:55
152

BT can actually fix broadband faults! (no I'm not ...

Just had to post this for anyone to read who have encountered problems with BT Broadband. Its been put onto an old thread but incase your new or never saw it here it is.
Anyone else seen the flying pigs all covered in snow?
It's finally happened, after 14 months, hours upon hours spent on the phone to Broadband No Support India Division, emails back and for with moderators and BT, 4 engineer visits and 3 emails to the chairmans office my broadbands been fixed. Yes thats right its not a mistype my broadband has actually been fixed.
I did try the noise line test as recomended by another forum member but I had no noise on the line.
After my last attempt to email the chairmans office (that and the short but blunt voicemail message I left too) I had a call from a new person who works in the chairmans office. This lady couldn't have been more helpful. She'd actually looked into my account and problems dating back to the day I joined BT Broadband back in January 2009 and was shocked to see some of the crazy and down right ridiculous things I'd been told and had to put up with. I was even more shocked when she knew exactly what an external NTE was. She listed to what I had to say and the long long list of what I'd tried over the 14 months and how even with 2 replacement hubs sent out nothing changed. She decided that from what I'd described it was a faulty hub issue. I have to admit when I was told this I was a bit apprehensive and wasn't expecting anything new to actually happen. Wrong!
Instead of just winging me out a new bog standard Type A Hub 2.0 she sent me out a new Hub 2.0 Type B. She explained how it was made by a different manufacturer and how it had a different chipset in it and that there had been customers who had found it solved there problems. I was dubious but I agreed to having one to try. 2 days later it arrived. Looks exactly the same as the 3 other hub 2.0 I have had in the past. I set it all up, switched it on and hey presto it burst into life. When it did burst into life there was no annoying loud clicking noise like with the Type A hubs. I logged into the Hub Manager and it appears to be more user friendly and pretty quick. For some unknown reason all previous Hubs upon connection would start with an Actual Data Transfer Speed of 100 odd mbps then almost immediately this would decrease down to 54 mpbs. Right away its showing as being 130mbps.
Tried logging back into Hub Manager later on and I was astonished to see that the Actual Data Transfer Speed was still showing as being 130mbps. Then I looked at the connection speed of all joined PCs, Laptop and Netbook to find they were all at 100mbps. This is something which had never been achieved before. Now I started thinking is this actually going to work? Yes, it did. Using the internet now is quicker than its ever been. My download speed has increased from approx 6mb up to a now steady 7mb and the upload speed is slightly quicker too. The lovely lady from the chairmans office rang back a few times to see how things were going and apologised everytime for the way my broadband problems and the support lines have been of no help/use. I told her under no way was I ever ringing India again and she said hopefully next year it'll all be back in the UK. (Fingers crossed folks)
Its now been 13days, 2 hours, 17 minutes & 51 seconds since switching to the Hub 2.0 Type B and I've had no flashing orange lights, no disconnections and none of those annoying 'Theres a problem with your broadband messages' appearing on my monitor. This is unheard of. If I'm lucky may go for a week without frequent disconnects (it did happen in summer 2009) but certainly no longer than that.
Its both great and disgusting at the same time. Yes its great that I now have the broadband service I've been paying for but disgusting that its taken 14 months to get it. That and the fact that despite all the bull excuses and comments on how its the phone line inside and its the electrical interference and that its a fault with all my PCs, laptops and netbooks etc that it is in fact down to that bloomin Hub!
Compensation is being looked into and should be forthcoming. I do not want to curse it but if these great speeds/transfer rates remain and I continue to be able to use my Broadband without that blasted constant clicking noise, flashing orange broadband light and frequent disconnections (deep breath) I may stay with BT.
Thanks to everyone whos suggested or commented on things to try.
No disrespect to the Mods on here but I did contact yourselves numerous times on the old BT Forums and got nowhere. The usual thing was to be told a line test had been done, no faults found now ring BT Broadband helpline. In my case no it wasn't a line fault it was rubbish BT Hubs 2.0 type A fault!
All I can recommend for anyone whos sick to the back teeth ringing India and getting nowhere with there broadband problems try using Google and searching for BT Chairmans email address and fire an email to them with details of your problems/experiences.
Good Luck

nice 1, i got my bb fixed today 2, after weeks of phone calls to india and 7 engieer visits and a letter to the chairman my bb its back up to 3.5 mbps, the only strange thing is my bb light gos orange every 2 hours im hoping this is just like the 10 days restart and not still a falut im just glad my dsl connetion rate is back up was at 1000 but now 4689 pls look at my home hub stats tell we what u see pls x oh im using the home hub 2.0 type A
Line state
Connected
Connection time
0 days, 0:11:54
Downstream
4,768 Kbps
Upstream
448 Kbps
VPI/VCI
0/38
Type
PPPoA
Modulation
ITU-T G.992.1
Latency type
Fast
Noise margin (Down/Up)
5.8 dB / 20.0 dB
Line attenuation (Down/Up)
53.0 dB / 31.5 dB
Output power (Down/Up)
19.3 dBm / 12.8 dBm
Loss of Framing (Local)
68
Loss of Signal (Local)
8
Loss of Power (Local)
0
FEC Errors (Down/Up)
0 / 0
CRC Errors (Down/Up)
480 / 2147480000
HEC Errors (Down/Up)
nil / 7
Error Seconds (Local)
5

Lack of support for broadband fault and now v+ box...

Am I the only one to think that bt no longer give customer support like they used to? I have had tv bb and phone for over 18 months but in the last 8 weeks the bb you have to reset the hub everytime you want to go online and now the v+ box keeps giving error codes and crashing at random times in the last 3 days. Here are the times and the fault if anyone can help me that would be great. I am losing the will to go on with this now as they just tell me to reset the hub so they can run a line check then say everything is fine, but anywhere between ten minutes and a couple of hours can pass and it goes off again.Plleeeaaasseee help! Surely under the Sale of Goods act 1979 which states that the item purchased has to be as described, of satisfactory quality and fit for purpose they are responsible to fix this problem ???????????
11.33 am 17/9/13 had to reset hub as will not connect to internet working after speaking to bt adviser at 1020 am
21.42 pm 17/9/13 had to reset hub as broadband would not work not used since 1220 pm that day
21.55 pm 17/9/13 had to reset visionplus box as catchup tv keeps freezing
Broadband went off 1220 pm 18/9/13 had to turn off to reset
Tele went off would not work 18/9/13 1625pm had to turn off to reset
18/9/13 20.39 Internet wouldn’t load had to reset home hub.
19/9/13 11.15 TV would not record gave error code R02 and R06 and said to restart home hub and Vision + box and to contact BT if problem persists.
19/9/13 11.57 Internet wouldn’t load tried using BT desktop Help which said it was working again but internet page still wouldn’t load had to reset home hub.
19/9/13 1715 pm had to reset hub to get internet to work worked for ten minutes then had to reset again as it had stopped working

Hi Welcome to the community forums
Here is a basic guide to getting help from the community members done by CL Keith Please read through the link posted http://forumhelp.dyndns.info/speed/first_steps.html
once you have posted the information asked for then the community members can help you more
Thank You
This is a customer to customer self help forum the only BT presence here are the forum moderators
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End of my Tether with Broadband fault at the excha...

Evening All,
I've reached the end of the line it seems with BT technical support and Im now heading for a deadlock situation. Heres a bit of background from the past 7 weeks or so to try and outline the problem I've got, whether it inspires any suggestions from the community as to how to proceed or potentially makes others aware of the tragic failings of this massive organisation in the semi rural areas across the country.
Had a new line installed as part of home move order which was placed 3 weeks in advance of our move. The engineer attended on the 31st July 2013 to install our phone line. We had a new line from the telegraph pole in the street wired directly to a newly installed socket in our living room. This is the only socket in the house. Unfortunately, the phone line did not work for calls, and I had to raise a fault with BT immediately. By the 5th August we had a working phoneline after finding several faults on what was a newly installed and tested line. Good work engineer #1. I then phoned BT back to say I wanted the broadband component of the homemove order fulfilling. I was told that I would need to phone again to get this once the phone line was installed as they couldnt raise the broadband order against a line which didnt yet exist. I found this slightly frustrating but liveable as I was told it would only be 48 hours from placing the order to having the service activated.
I phoned BT again on the 9th because my broadband had still not been activated. I was told the order had an error and had not been placed. My order was then expedited and filled on the 10th to activate my services. By this point I thought “great” as it seemed the ordeal was over.
Once the connection was enabled, I noticed the speed was very slow to use. My homehub indicated a sync speed to the exchange of 8mbit downstream and 0.45mbit upstream. After the first 3 days had passed and the line training should have been complete I ran the BT wholesale speed test to reveal my line had a 2mbit profile assigned to it. I phoned BT again who informed me of the problem and offered to reset the IP profile which would then lead up to the full line potential within another few days. For a period of 3-4 days this produced results at a maximum of about 6.5mbit, even though my sync speed to the exchange still showed 8mbit downstream. At this point it seemed to be resolved as much as it would so I considered closing the fault out. The same evening I noticed the speeds started degrading, to the point where the connection was completely unusable (a few kbit). I could not even ping a basic site.
I phoned BT again and they offered to send an engineer once I had convinced them of my competence to plug a router, microfilter and phone into the only socket in the house. The engineer turned up, completed the checks within the property and found the line to be fine in terms of noise/gain/etc etc. He surmised that the problem was within the exchange and bounced the issue back to wholesale. I was not informed of the results and BT helpfully offered to close out the fault because no fault was found. This is even though my connection was still fully useless.
I then phoned BT several more times going through the same infuriating conversations. Another engineer was produced. He did the same again.
We then repeat this same process a few more times. Sometimes the connection worked between engineer visits, sometimes it did not. However the same fault emerges over the course of a couple of days and we start the loop again.
I am now in the lap of the UK based resolutions team in Newcastle. However, they are not getting anywhere with BT wholesale who are still not recognising and resolving the exchange based fault. The really frustrating thing is that this is not just affecting myself. There are at least 7 other customers in the same exchange complaining of the same fault. BT have not recognised these may all be related and have been sending engineers out the tackle the individual problems of us incompetent customers setting up our routers incorrectly. However this is now turning out not to be the problem, and it is in fact the exchange. But BT broadband aren't getting anywhere with wholesale who seem to be refusing/unwilling/incapable to accept that the fault is within the network.
I am 7 weeks into this fault and hence heading for the stage where I will be requesting a deadlock letter from BT to take to the ombudsman. I have no ADSL alternatives at the exchange, being in a semi-rural area and BT is the only supplier in the area. Basically, I can either stick with BT on a connection which works intermittently and occasionally, or look at a more expensive laggy satellite system. However, this seems a tad unfair as I have plenty of neighbours enjoying the 8mbit max speeds in the area. Also, the exchange is under consideration for fibre upgrade so others in the area will be enjoying even more modern age tech, the unlucky few will still be getting ignored by BT as it suppose its difficult to fix all of the problems so if a few customers are left out, who cares?
I have requested multiple times that someone pick up this issue and own it to resolution because we, the BT customers, are paying for the incompetence of the whole organisation to resolve faults in a fair and reasonable time scale in a number of engineer visits befitting the problem. This seems to be falling in deaf ears. I have requested multiple times that the issue be escalated to avoid going round the same loop. That seems to fall of deaf ears also. The same team of BT resolution personnel are bouncing the same issue round and round to try and stop the issue escalating. One person told me the issue would be passed onto the tier 2 manager but that was a week ago and I've since heard nothing more.
I've guestimated that I've had at least 7 engineer visits to either the property or exchange on behalf of my fault. I know of 7 other people in the same boat (I know this because our local post office has a list of known broadband “problem” customers) who will have arguable had a similar number of engineer visits over the course of their faults or complaints. So I would round up to 50 visits to the one fault which hasn't fixed it. Thats at least £5000 wasted, going on BT's charge to customers for a wasted engineer visit at £99.
I feel its a very sad situation that the small percentage of “difficult” problems such as mine are being kept under wraps in order to conceal the multiple failings of this thoroughly salami sliced organisation which Im sure presented plenty of opportunities for statistics to become lost. Not to mention glorious overheads of multiple engineer visits.
So there it is, I have 7 days before the 8 weeks are up and I involve the ombudsman. I have got no where with BT on any front and my fault is still being thoroughly contained by the faults team as they are completely unwilling to raise a serious complaint about the handling of the case while the faults is still existing. A very clever trick which I presume waits for the satisfied customer to develop before receiving feedback on their wonderful experience.
So if anyone reading this happens to be a BT employee/share holder/director feel free to offer up suggestions on how to progress this anywhere. And anyone else reading this – if there is any alternative provider for services in your area, I would use them. BT will not help.
Apologies for the increasing sarcastic tone but reliving the situation in word form is even more laughable as a state in the year 2013. I had broadband 10 years ago that was faster and more stable.
Kind regards
Matt
Kirkby-in-Furness
PS - had to connect to an adjacent neighbours bt hotspot as a guest to post this! Took more than 1 hours to load the community.bt.com page

I have asked a moderator to provide assistance, they will post an invite on this thread.
Once you get a reply, if you click on their name, you will see a screen like this. Click on the link as shown below.
Please do not send them a personal message, as they may not be on duty for a long time, and your message will not be tracked properly.
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

Broadband Fault in Barbican/Moorgate area - Centra...

Hi,
Anyone else been experiencing a fault in central london (Barbican area) all afternoon ? First occurred at around 13:30 and I've been down all day.
My BT home hub Event Log keeps logging XDSL linestate up, XDSL linestate down every few minutes. A ping to an external site has been returning destination host unreachable since the outage started.
Working throught the BT home hub Help&Advice click through troubleshooter eventually prompts me to call 0800 169 0199 where I get a recorded message, last updated at 1500, stating there is an outage.
Four hours seems unusually long for a telco outage.
I'm only able to work and contact this forum by using my vodafone mobile internet dongle which I luckly keep in a draw for such circumstances.

no service issues for two years Think you can let them off what is obviously turning out to be more of a problem than first thought
If i've given you a helpful answer please rate me by clicking the rating star to the left
BT Total Broadband Option 4 - London - Pimlico Exchange

Woeful support - Broadband fault

We've been figting an uphill battle with Bt now for a mont to get an office move done,. its now at the point i'm cancelling the whole thing, just to avoid the stress, greif and inconvieienc of the whole thing.
Anyway, our broadband has always been a bit hit and miss here, we got 8Mb once, now down to 4, but its stable bar the odd hiccup and that godawful **bleep** bill reminder.
Bit of background on us. We are an IT repair/electronics shop. Our broadband is our lifeline, it carries all of our VOIP lines, runs the link between our Uk and Canadian shops, the PDQ and till system use it and we rsync our databases between the two sites over it. On top of this we do remote support and maintainance for our customers and we need it to do updates etc. No broadband leaves us totally and utterly dead in the water.
Last week, our broadband was disabled. PPP sessions were failing and a call to be revealed that the guys there dont know the difference between November and December and had killed the line early. After some jumping up and down the line was restored, though I'd already given up and closed early. one day lost earl#nings and two upset customers because they couldnt take their kit away as they couldnt pay.
Monday morning I notice our connection 'isnt right' a quick look at the firewall shoes LCP packets going missing and followed by repeated CHAP timeouts. A bit more digging and it seems once in a while we loose showtime too. BT are called, and during a long chat we were told no fault, then as it went again the lady re-ran the line test which utterly failed at the BT end with a number of odd errors. We were tols it was booked in and we'd hear back soon. This was at 10 am. A message was sent to teh business movers team rep we were assigned who hasnt even called me back 50 hours on.
For reference, after all the messing we've had in the pst, our line comes in, through and ADSL filter at the test socket. One end into a ADSL2 modem, one end into an FXO for our exchange. There is no other wiring or kit, and we even pulled the FXO out at one point and changed the filter and modem.
9am Tue morning we get a call from an exchange engineer. He says he found a problem where our line enters the exchange and it didnt seem to be punched down properly, he had corrected this but was certain it wasnt the issue so an engineer was comming out to look at it.
10am a Telephone engineer saunters in, wrong address, right name. and when he's told theres a broadband issue he points out he only does phone lines, not broadband. He looks over our kit, declares it all fine, then tries to run a line test, only he cant, the test number doesnt work. When I point out he needs to dial 9 he's surprised that A)Its a BT line and its a feature line. Aparently he'd not been told either. The test gets run, comes back ok and he wanders off and fiddles with a few things. He comes back and tells me that *I* now need to call my provider (thats BT) and arrange for a broadband engineer to come out and do a line test. He saunters off and I do just ask asked. I'm informed that he's already submitted the report and an engineer is on the way, nothing that I need to do and she'll give me a call back to let me know whats going on.
Half an hour later I get a call informing me of an issue between the exchange and the cabinet and that a team is out looking into it. Odd, the line test came back clear but ok. fifteen mins late rthere are BT engineers all over the place and I let things be. We are up to 2pm now and thats a day and a half I'm behind.
No further calls come but the firewall announces the line is up and stable, a quick look confirms this is indeed true and its been up for 15 minutes (prev record was 4) So I run a speed test...
120k d/s 10k u/s. I'm about to call when I get a call from BT saying that no fault was found by the engineer and I need to pay for the call out (Three times I've been told there is a fault) I blow up at the guy who promises to call back after hes found out more.
The call comes back (we are now at 3pm) and he says there is an inconsistancy to what the engineer told him and whats on the system. (The engineer lied) and he's taking control of the fault and will get it resolved. As we are in the 48 hours of the original fault things are still withing acceptable limits. I'm also informed by a customer that my line was out of order all morning at this point returing 'Sorry there is a fault'.
5pm I call the complaints line, I'm told that there is nothign the guy can do, and given the overall impressiong they dont care anyway. The call ends with no attempt at resolving this or retaining me as a customer.
Weds is my 'on call day'. 9:30 am I get a call saying the engineer is on his way. I'm on a call so I cut this short, apologise to the customer and head back to the shop, predictably, no engineer. And still no engineer now. We still have no useable broadband and I'm now not only 3 days behind, I've had to send customers home empty handed and as the day ticks on I'm having to cancel call outs and thats costing me more money.
So, anyone on here have any suggestions or does anyone at BT actually care? I've seem Vermin media screw up before but never like this. I'm dead in the water, loosing money hand over fist and nop-one at BT seems to care.
On top of that we've had false promises, misinformation, failure to communicate and outright lies about our office move too

This is a customer help customer forum for BT residential customers and you would be better posting on the BT business forum where you are more likely to get assistance. The mods there may be able to help you
http://business.forums.bt.com/
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Re: Two years of intermittent broadband faults

I have had a year with a shocking broadband service. I think I must have spent over 30 hours on hold to BT call centres. I have also had an engineer that didn't turn up. BT didn't have the good manners to call and tell me this, I had to call them to be told they didn't have enough engineers working that day and it was them who suggested the date and time.
Two subsequent engineers have said the problem is underground. Someome came out and had a look then went away, I was then imformed that they had dug up my street and sorted the fault. I don't know how this was done, nobody dug up our street. Today my wife got a call from an Indian call centre, the chap said the fault was sorted as the road had be dug up.She told the chap that wasn't the case, so he called her a liar. One department also told our dedicated fault handler that this had aslo been done.
This a shocking service and a shocking way to treat customers BT, but over the year I have come to expect this.

scott1965 wrote:
This a shocking service and a shocking way to treat customers BT, but over the year I have come to expect this.
Hear hear, Scott! You're well within your rights to feel aggrieved; I would be spitting my teeth out, if I had any left.
It's BT's lack of investment that's the killer; we all feel your pain on that score.
You see, mate, BT should have sorted out your dickie line and thousands of others long ago. But instead it's been blowing our revenues on bleeding soccer broadcast rights and that old nonsense!
Up there in London, those BT bigwigs trying to be clever; trying to slide one into the net, past SkyTV and that old Murdoch fella; trying to beat them at their own bleeding game! As you and I well know, that just can't be done. And it's the likes of you and me who sadly pay the price with this third-world internet.
That's why the City is pleading for BT to be broken up. It pains me to say it, but we need to prise the Openreach infrastructure unit from the old bird's clutches. She had a go at running the network but it just hasn't worked. Mark my words, Scott, it's going to take some beefy legislation to put things straight. The BT Group won't come quietly. But it must cough-up, and hand back the cash-cow (Openreach). Settle for no less. Let's get Britain back on the information superhighway once again, Scott.
This from the Financial Times:
Bryce Elder, ft.com wrote:
A break-up call put BT Group in focus on Wednesday.
The regulator Ofcom should force BT to split its Openreach network arm from retail operations, argued Redburn. The group’s current UK monopoly has created a dysfunctional market of falling investment and poor broadband speeds, where BT spends more on football rights than it does on infrastructure, said analyst Nick Delfas.
Sports rights bidding has been funded by Openreach, which generates £1.5bn of operating free cash flow and gets about £400m of public money each year, Redburn said. At the same time, BT’s capital expenditure has fallen every year since 2008 and customer line rental has been rising at 10 per cent annually, the broker said.
“Bundling sports content with broadband is a cheaper way for BT to retain customers than investing in the network and it can use the Openreach cash flow as a buffer for any losses,” Mr Delfas said. He argues that breaking up BT would help to create a simpler market that would spur competition.

Broadband faults caused by RAIN

Hi can anyone tell me if my only option is to change service provider. My broad band keeps dropping out and is never up to the line max given which was 3.5Mbit. Since raising a new fault recently BT Openreach engineer has been in attendance and confirmed my line is not at fault and has only slightly poor characteristics. He was V excited to announce a major radio frequency issue he had detected. It turns out a faulty CCTV camera power pack is emitting a signal that is blocking my line via the drop wire acting as a receiver and this causes the exchange equipment to see errors and reduce my broadband. SO THE FIX IS NOT IN OPENREACHES REMIT, THEY SAID THEY CAN'T GO AROUND FIXING EVERYONE ELSE'S FAULTY EQUIPMENT. So I guess they mean tough luck but good luck getting your neighbour to shell out for a fix they don't need as the cameras are still working. Question is can I get a screened dropwire to stop this interference?

I think you mean REIN (Repetitive Electrical Impulse Noise). I would be very surprised if that was the issue, as the line is normally balanced, and would only pick up a small amount of signal anyway.
What are your ADSL Statistics ?
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

Broadband fault, I think!

Hello,
I have had BT Total broadband option 3 for only 3 months, and it has only worked correctly for around half this time.
I raised a fault on my line on 25th Feb which was closed the next week as the line speed did increase, but for only a couple of days.
The person on the phone said there was a fault in their equipment. I knew it wasn't the phone line itself and have checked it and the speed is the same even about 6 metres away from the main frame in the exchange!
I just want to make sure this hadn't happened before with an easier fix than getting in contact with BT...
Here is a copy/paste of my homehub screen, showing that it is synchronising at nearly 3mb!
Line state
Connected <script type="text/javascript">// function p_ajax_adsl_status() { ajax_download_start('adsl_status=1', p_ajax_adsl_status_cb); } function p_ajax_adsl_status_cb(xml) { if (document.getElementById('adsl_status').innerHTML != xml) { document.getElementById('adsl_status').innerHTML = xml; mimic_button('submit_button_ajax_refresh', 1); } else setTimeout('p_ajax_adsl_status()', 5000); } setTimeout('p_ajax_adsl_status()', 5000); // </script>
Connection time
0 days, 03:02:08
Downstream
2,816 Kbps
Upstream
448 Kbps
ADSL Settings
VPI/VCI
0/38
Type
PPPoA
Modulation
G.992.1 Annex A
Latency type
Interleaved
Noise margin (Down/Up)
14.3 dB / 21.0 dB
Line attenuation (Down/Up)
50.3 dB / 30.5 dB
Output power (Down/Up)
4.3 dBm / 1.7 dBm
Loss of Framing (Local/Remote)
0 / 0
Loss of Signal (Local/Remote)
0 / 0
Loss of Power (Local/Remote)
0 / 0
FEC Errors (Down/Up)
112 / 4
CRC Errors (Down/Up)
34 / 2
HEC Errors (Down/Up)
102 / 2
Error Seconds (Local/Remote)
26 / 2
Any help will be appreciated
Many thanks,
Paul Le May

Hi MajorNibbles
Your noise margin is pretty high at 14.3 db and has probably increased following the line fault. You'll need to let the connection stablise again and not carry out any further resets on your hub.
Once the exchange can see the hub is holding the connection without problems then the SNR will eventually drop, pushing up your speed.
Thx
Craig
BTCare Community Mod
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Two years of intermittent broadband faults

After two years of intermitent faults countless calls to Bt, 3 engineer visits , all engineers agree i have intermittent fault. Today the engineer visited and said he thought he may have found a problem and said it would be all good, LOL NOW I HAVE NO PHONE LINE .
TWENTY YEARS PLUS customer with Bt but will never recomend them again until i have somthing to recomend .

OK, so this is a community forum, where we can all vent and propose our own suggestions to other BT customers with similar problems.
Its quite funny how we are all technical support these days, often knowing a good deal more than the customer care people we are dealing with, but lacking any access to get the problems resolved. Customer Care seems to be a barrier to that access, rather than the gateway.
Anyway, my point is that when I had a plain 1Mbps Broadband Service, it was better than now. Pages loaded a little slower, but it was RELIABLE. Then WiFi got all complicated, and I struggle to get a strong signal just metres from my hub. Simply walk to another room or round the corner and you lose 75% of the signal - it really seems to be line of sight these days.
Now I have 5Mbps to the Hub - luxury, except that the uplink back to the exchange is slower than a dial-up modem at <100kbs. I am lucky if I re-boot the hub to get 400kbps uplink, but then it drops every HOUR.
This lack of reliability is worse than the slower link.
I am awaiting an engineer to 'check my external wiring' which has not changed in 10 years. This was after having the riot act read to me about being charged if they can somehow make it my fault instead.
I had been having problems with the Hub2 being very poor and unable to handle Port Forwarding or DHCP tables, and it took 2 years to get a replacement Hub (v4). Definitely quicker interface and smarter hub, but the link has been bouncing about all over the place for weeks now.
On the plus side, the call to 150 on the phone got me to a real Customer Care person within a few minutes, and they stayed on the call and they escalated it. First time for 5 years I think. The uplink was SOO bad the online chat stood no chance.
Lets see what happens.

Intermittent broadband fault

So I am currently waiting on an engineer visit as my broadband has been faulting on and off for over a month. First it slows right down, then it won't load wirelessly, then the hub cuts out completely and starts to flash amber then goes solid amber, then cuts out completely again and then does this consistently for at least 45 minutes to an hour. After several long conversations and lots of whinging I have got a visit next Friday. I was told earlier that this is a Sky engineer not an Openreach engineer which limits what they can do apparently? I was told its possibly a faulty router (Hub) but when it did this last year it was a fault at the exchange. has anyone else had this problem and have any helpful advice about what it could be? I'm so frustrated!!!!!

I had the same but mine had been going on for about a year, finally after getting a line engineer out and him replacing master socket and re-doing the connections and swapping a jumper cable at the cabinet it was ok for a day. After calling Sky again and moaning they sent out a broadband engineer out and just as he came the line dropped connection again so after his test and it showed errors on his stuff he went and found a more stable and better pair to connect to. This worked for the whole of last week perfect, not once did the SNR/ATT figues change so was waiting the DLM software to run after a voice message saying they were going to reprofile but no 2am disconnects yet. Yesterday afternoon though it decided to keep dropping connection again and the upload snr figure had almost doubled again like it had been before engineer visits, it dropped connection a few time yesterday and has done so again today but none have been around the time DLM kicks in. So I don't know if the fault is back or if it is due to the heavy rain on Friday or there is work going on due to the ipv6 upgrade stuff I saw in the forums. Either way I shall give it a few days see if it continues dropping and I will call again if it does. The enginner did say the cab is almost full capacity and could be picking up noise from other lines and fibre might be better for me but I am not sure if it is worth the gamble, I know you can get it free for a yr right now but I don't want the monthly cap I want unlimited like what I am on now

Poor customer service -Broadband fault

Joined Bt in January and have had problems with broadband service every month.
Latest Problem was reported 25th July and only occured after a BT engineer had been working on the small gry BT box in the street.
after 2 weeks numerous phone calls and time off work still no resolution. have made complaints but like previous posts the BT customer service system is that you cant contact complaints or the department that deal with the faults the level 1 department have to get someon to call you back.
Wait 24 hours no call then i have to hpone again and go through the whole process.
on previous occasions BT spend 3-5 days investigating the fault to determine it is something in the exchange another 3-5 days and an engineer deals with the issue and i get (very poor) broadband for a couple of weeks till it goes off again.
I have paid 1 years line rental upfron and i am only 7 months through the 12 month contract but now want to cancel my BT contract and go with another provider.
Is there any possibility i can get out of this contract due to poor service & customer service?

as the link does not work then in order for the forum members to help please can you post the adsl stats from your router you may need to 'show detail' to get all stats (if hub enter 192.168.1.254 in your browser and navigate to adsl or if HH4/5 then go to troubleshooting then logs and you are looking for 2 line together when hub last connected to internet and they will show your connection speed and noise margin or if netgear enter 192.168.0.1). Then run btspeedtester (MAC users may have problems). when first test completes then run diagnostic test and post the results ( do not reset the router).
are you connected directly via a filter to the NTE5 master or test socket or to somewhere else? Is the master the only phone socket in your home?
Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal
Someone may then be able to offer help/assistance/suggestions to your problem
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Re: BT can actually fix broadband faults! (no I'm ...

Can anyone tell me how I get in touch with this chariman's office? It's been years and I have tried writing to the 'managing director' but not had a response. My next step i think in any case is the only one open to me: sending a bill for compensation. Maybe that will get attention?
I also get the clicking noises, but the engineers have said they believe it to be the line. It is interesting that with us the outage and then throttling down to 100-150kbps (on a line capable of 2.1mbps) happens during inclement weather.
The worst part of the problem however is that when this happens it takes weeks to get anyone to the exchange to reset it.
However, one tip: try tweeting @btcare this got me a quicker response and got the engineers out last time without hours on the phone to India, even though it took me two weeks to find the @btcare tweet address.
What's the address, phone, email of the chairman's office please? And how do I find out if my hub is a type A or B?

esotericblue wrote:
Can anyone tell me how I get in touch with this chariman's office? It's been years and I have tried writing to the 'managing director' but not had a response. My next step i think in any case is the only one open to me: sending a bill for compensation. Maybe that will get attention?
I also get the clicking noises, but the engineers have said they believe it to be the line. It is interesting that with us the outage and then throttling down to 100-150kbps (on a line capable of 2.1mbps) happens during inclement weather.
The worst part of the problem however is that when this happens it takes weeks to get anyone to the exchange to reset it.
However, one tip: try tweeting @btcare this got me a quicker response and got the engineers out last time without hours on the phone to India, even though it took me two weeks to find the @btcare tweet address.
What's the address, phone, email of the chairman's office please? And how do I find out if my hub is a type A or B?
you are again posting on an original post which is almost 2 years old. you would be better starting your subject. The last time it was suggested to post your router stats and maybe the forum members could help you or failing that the mods
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Broadband Fault

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