Line fault

Had 3 visits from bt to a intermittent problem noise on the line with poor broadband speed, This was traced to an underground cable that needs to be replaced, This morning got a call from India to say the cable has been replaced and the problem with the line is resolved,This I know to be a lie as the cable is outside my wnidow,Does anybody on here think a download speed of 22mb and an upload speed of 0.7 on BTinfinity is acceptable when I used to get 37/9.
Solved!
Go to Solution.

Hi
I am sorry to see you are having problems
I suggest you contact the forum mods they should be able to get this problem sorted for you this is a link to them http://bt.custhelp.com/app/contact_email/c/4951
They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress
They are a UK based BT specialist team who have a good record at getting problems solved
This is a customer to customer self help forum the only BT presence here are the forum moderators
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

Similar Messages

Line fault - echo

Been having this problem for awhile now BT engineers seem unable to find a fault.
I'm using a fritzbox 7490 for my phone & VDSL it's essentially a pbx for home users. Been working fine since December when our vdsl went live. This week I now get a horrible echo on the line.
If I plug direct into the socket no echo, go back to via the fritzbox and it echos.
Avm say this is a line fault with the following:
Hear the call connected to an analog landline echo, the signal delay in this connection is unusually high. The delay results in such a strong echo that integrated in the FRITZ! Box echo canceling the echo can no longer suppress.
The signal delays are increasing again when the phone is connected to a PBX (eg FRITZ! Box). As a result, the echo in some cases becomes so strong that neither FRITZ! Box phone still will be able to completely eliminate the echo.
Therefore, it is possible that the echo can be heard only when the phone is connected to the FRITZ! Box is connected and not when it is used directly on the landline.
I've tried a new Fritzbox, new cordless phone etc and it still echoes all the time.
Short of raising another fault when another engineer will come & declare there's nothing wrong with it does anyone have any advice?
We were shifted onto another pair a month ago as the line was so noisy (they swapped us with a neighbour, who then reported the same fault and they had to come out again).
Tbh if it wasn't for the fact I'm paying for a line I'd use voip & not use the landline as it's completely unusable using the fritzbox.

I know I can't not pay line rental that was my point is stop using it for calls and use voip because it's unusable but if you're paying for something you want to be able to use it, right?
BT is provider provider for both. Broadband is fine & not relevant. The point is really it is being used as a normal phone line all the fritzbox does is replace you normal dect Base with one integrated into the router that aside it's as a normal phone.
It's worked fine until recently there's obviously something seriously wrong in the village as engineers are saying dozens of lines affected by humming which is really loud.
Yes I know what you mean regarding OR charging. I know what I'm doing with this stuff. The line definitely isn't right but I think it's really tricky to deal with.
If the line was ok for a corded phone but ANY cordless phone didn't work would the line still be acceptable? It's difficult which was why I was posting in here if anyone had advice.

Copper line fault? What does that mean?!

My broadband is not working too well....my wifi even worse....essentially it drops every so often despite the router being new. I used the online BT chat help and they did a test where I had to plug the phone line into the test socket inside the main socket.
The test showed that we have a copper line fault. He could not be sure if this was inside or outside the house, and if inside would cost a considerable amount should we opt to get a BT engineer round.
we are BT phone and broadband customers.
What does the copper line fault mean? How might I discover if it is an internal issue before I get an engineer in please?

any repairs to your extensions are your responsibility as you have connected a phone to the test socket and the fault was still there there will be no charge the £100 you were warned of is if the fault was with your extensions then a charge is made but you have eliminated that by your tests they will only fix internal problems if you pay them for it
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Escalated line fault URGENT

I reported the line fault at 12;45pm on Saturday 17th Dec saying that the phone line was dead and it was urgent that it be repaired ASAP as it is used for the Lifeline emergency service. I was assured that the fault had been logged as a "Welfare priority" fault and would be repaired if possible within 24hrs.
I requested updates by SMS text messages and apart from the initial message stating a repair resolution on 22nd December I have heard nothing. Given the importance of this repair I am dismayed that BT cannot at least provide me with an update on the status of the fault as it has not been resolved within 24hrs.
Please can you resolve this fault urgently.

Hi Blake6
Welcome to the community.
We need more information to investigate what is happening with this fault. Please send us an email using the contact us form in my profile you can copy the form address from the section 'About Me'.
Thanks
Stuart
BT Forum Moderator
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

Very slow broadband speed following line fault

Having recently had a noisy line fault repaired I have been left with broadband that is running at a very slow speed. Having read several other posts on this forum it seems that my IP profile needs resetting in the local exchange. I am reluctant to try to explain my problem to someone in India (because I can envisage a rather lengthy call which could possibly be to no avail) so can anybody tell me if there is an alternative way to reset my IP profile.
BT's speed test results were as follows:
Download speed: 680Kbs
DSL connection rate: 2464Kbs (downstream) 448Kbs (upstream)
IP Profile: 750Kbs
Any help would be useful,
Jim
Solved!
Go to Solution.

Soulvache wrote:
reme8488 wrote:
You have 2 choices -
1: wait the 3 - 5 days and see if your profile resets (providing you have a stable connection for the period and leave your modem on 24/7)
or
2: contact the moderators here to see if they can be of help.
I think you'll be stuck with the former though.
Tom,
As I have posted above, we have not even seen Jim's line stats. This would make it impossible to try and establish what is actually occurring with the line and connection.
I thought about that straight after posting (actually meant to put that bit in my op ) and then spotted your post when I was going to edit my own. Was too quick on the keyboard there after watching a rather entertaining Fullham vs Chelsea match on my lappy.
Kind regards... Tom
BT Infinity2:

Slow Broadband after line fault

Hi,
I really hope i can some advice on here! I've been connected for over 18 months - never had a problem, brilliant BB speed (for my area) and was a happy customer. A fortnight ago my BB connection cut out suddenly but the phone was working ok. So I called 151 and did all the checks to make sure it wasn't my equipment and the line test eventually showed there was a line fault. I was told it would be fixed in due course which was fine.
4 days later the steady blue BB light came back on on my hub (after flashing purple/orange for at least an hour) and since then my speed has been so bad it feels like I'm back on dial up! Downloading is impossible, the connection drops at least 3 times a day and the BB light on my hub goes back to the orange/purple light for long spells.
Everytime I phone the fault line I get told that my line tests OK to wait untill my line 'settles in' again after having the fault. I've left it for over a week now and there has been no improvement at all - My router has been plugged into the test socket directly for the last 48 hours too but that made no change.. I'm sick fed up of being told to 'wait a while' by the indian fault team! I'm hoping for some advice on the state of the line from you guys - is it worth calling back the fault team (again!) and pushing for an engineer call out?
I've done the noise test on 1707070 on a corded phone and there was a few crackles when i tried it the first time - second time seemed ok though.
I've got a Home Hub 3.
The first BT speed test I did came back saying they could not carry out my speed test as the line was slow and it diverted me to another website where I got these results:
Download Speed (Mbps): 0.07
Upload Speed (Mbps): 0.35
Ping Latency(ms): 82.38
ADSL Line Status
Connection information
Line state:
Connected
Connection time:
0 day, 01:21:52
Downstream:
8,128 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):
12.9 dB / 25.0 dB
Line attenuation (Down/Up):
5.0 dB / 3.5 dB
Output power (Down/Up):
11.8 dBm / 12.0 dBm
FEC Events (Down/Up):
0 / 0
CRC Events (Down/Up):
0 / 0
Loss of Framing (Local/Remote):
0 / 0
Loss of Signal (Local/Remote):
0 / 0
Loss of Power (Local/Remote):
0 / 0
Loss of Link (Remote):
0
HEC Errors (Down/Up):
0 / 0
Error Seconds (Local/Remote):
0 / 0
My Exchange is only about 400m away.
Any information would be much appriciated (and sorry for the long post!)

Results are:
Download Speed (Mbps): 0.09
Upload Speed (Mbps): 0.35
Ping Latency (ms): 62.50
Diagnostic test:
1. Best Effort Test: -provides background information.
Download Speed
0.09 Mbps
0 Mbps
0.25 Mbps
Max Achievable Speed
Download speedachieved during the test was - 0.09 Mbps
For your connection, the acceptable range of speeds is 0.05 Mbps-0.25 Mbps.
Additional Information:
Your DSL Connection Rate :8.13 Mbps(DOWN-STREAM), 0.45 Mbps(UP-STREAM)
IP Profile for your line is - 0.14 Mbps

Intermittent Line Fault in windy and wet weather

Hello,
I have been experiencing an intermittent fault with my phone line since getting BT Broadband in November 2013, which at first I believed to be a broadband issue. It started with the home hub disconnecting, flashing orange and then reconnecting. After a few more weeks and performing tests through the test socket with various different ADSL plugs I noticed that the fault was happening when the weather was poor outside (wet/windy). We were sent out a Broadband Engineer who could not find the fault, he changed the faceplate of the Master Socket to a MK2 who said it would stop interference from the weather.
A couple of days later the weather was bad again and the fault continued to happen every time the weather was windy. For another month or so over Christmas and January we put up with the issue as the threat of the £130 call out charge is too much for us, my girlfriend and I are mature students so we can't afford that if our fault doesn't show when an engineer turns up.
I have been performing Quiet Line Tests through the test socket when the issue is happening and have experienced noise, popping and even multiple disconnections on the line. This week I finally got annoyed enough to book an engineer and reported a Line Fault and miraculously managed to get one for the next morning (Thursday 6/2/14).
The engineer turned up and I explained the Intermittent fault to him and the noisy line affected by the weather but of course the weather that day was fairly calm. He performed his tests and said he couldn't find any fault and mentioned something about High Resistance?. He was nice enough to call up another engineer with a bucket crane so he could look at the telegraph pole. He told me he found that a joint up there snapped off in his hand and was probably the cause so they replaced it. They also found another piece of equipment on the exterior line (it looks like a black plastic sausage?) that was full of water so he emptied it and closed it up again.
For the first 23 hours the connection had held since the visit but then started disconnecting again and I'm experiencing the same issues as before with the current bad weather we are having even if it is only slightly windy.
So I am at a loss of what to do now. As the last engineer did all the tests as well as check the cable from the pole to the master socket I feel like I will be stuck with this issue for as long as I stay at this property. I cant afford the call out charge if the next engineer finds no fault. My personal opinion is that the line from Master Socket to the pole needs replacing as its possibly getting wet and or is corroded and the rain and wind make it worse but of course I’m no expert.
I should also mention that when the weather is clear outside the phone line and broadband works absolutely fine.
My setup is a BT Home Hub 4 (Type A) and a phone which are both connected straight to the MK2 Master Socket which is located under our window (It is the only Master Socket in the property). On the exterior of the building the phone line goes up to the roof and along the side and out to the telegraph pole which is probably no more than 10 metres away.
Here is the noise margin and bandwidth results after a disconnection yesterday :
13:25:26, 08 Feb.
(81555.380000) DSL noise margin: 5.90 dB upstream, 6.00 dB downstream
13:25:25, 08 Feb.
(81554.270000) DSL line rate: 1147 Kbps upstream, 18456 Kbps downstream
13:25:13, 08 Feb.
(81541.820000) CWMP: session closed due to error: Could not resolve host
Bandwidth:
1163 / 16568
I'm not sure if these are the stats that are needed so please advise.
Any help and advice would be greatly appreciated.
Thanks

I've had very similar in the past, from what I remember it took maybe 5 engineer visists. Each one plugged the test kit into the master socket, scratched his head, went to the exchange, came back & scratched his head a little more.
The last one that turned up happened to arrive on a fairly bad day weather wise - that's when he noticed that the pole must have been hit by lightening at some point, and had burnt the wiring on the inside of the hollow pole we had. Burnt wiring inside the pole while it's being blown around by the wind was causing a short.
Was a 20min ish job to run a new line from the pole to the house & then it was all sorted permanently.
Your issue may be different, but it really is a matter of getting feet on the ground while the fault is happening unfortunately.

Slow broadband since line fault fixed

Good Afternoon,
A few weeks ago my Broadband dropped out completely which was due to a line fault which has since been repaired. Prior to the line fault I had a connection / download speed close to 1.8Mbps.
Since the fault has been 'repaired' I have struggled to keep a stable connection, the Broadband drops out randomly and is also much slower (almost unbearably slow). I have done all the home help checks etc. and having read many posts on this forum I have concluded that part of the problem may be my Noise margins.
I have not reset my router for several days and have had a connection for over three days now.
Here are the stats from my router and results of the BT Speed test:
ADSL Line Status
Connection Information
Line state:
Connected
Connection time:
3 days, 03:24:38
Downstream:
576 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):
8.2 dB / 18.0 dB
Line attenuation (Down/Up):
61.1 dB / 31.5 dB
Output power (Down/Up):
16.3 dBm / 12.2 dBm
FEC Events (Down/Up):
420072 / 382
CRC Events (Down/Up):
676 / 85
Loss of Framing (Local/Remote):
0 / 0
Loss of Signal (Local/Remote):
0 / 0
Loss of Power (Local/Remote):
0 / 0
HEC Events (Down/Up):
1566 / 45
Error Seconds (Local/Remote):
592 / 238
Speed test results:
Download Speed (Mbps): 0.50
Upload Speed (Mbps): 0.32
Ping Latency (ms): 52.75
To reiterate - nothing in my setup has changed and I haven't done anything that could have caused the problems. The problems have been since the line fault (which I reported as a fault and have had closed out) was repaired.
I will contact the mods for help and see if they can do anything.
Solved!
Go to Solution.

Ok, couple of things,
Roger, did the quiet line test - no problems.
John,
I went to check the wiring and found (as I suspected) that both the socket where I plug the router in and the phone extension are hard wired into the faceplate front of the socket that plugs into the test socket - if that makes sense. It assume it shouldn't make any difference though. All my problems have been since the line fault that BT traced and fixed, not problems with my internal wiring. As mentioned previously, my connection and speeds have been fine until the outside fault.
So in checking this, I disconnected my router :-(
It has reconnected and I will post the stats and test results below. What is going on? My connection rate has leapt up to 1.18Mbps but download rate is still poor.
Connection Information
Line state:
Connected
Connection time:
0 days, 00:01:17
Downstream:
1.156 Mbps
Upstream:
448 Kbps
ADSL Settings
VPI/VCI:
0/38
Type:
PPPoA
Modulation:
G.992.1 Annex A
Latency type:
Interleaved
Noise margin (Down/Up):
7.7 dB / 19.0 dB
Line attenuation (Down/Up):
61.0 dB / 31.5 dB
Output power (Down/Up):
17.4 dBm / 12.2 dBm
FEC Events (Down/Up):
28 / 0
CRC Events (Down/Up):
0 / 0
Loss of Framing (Local/Remote):
0 / 0
Loss of Signal (Local/Remote):
0 / 0
Loss of Power (Local/Remote):
0 / 0
HEC Events (Down/Up):
0 / 0
Error Seconds (Local/Remote):
600 / 239
Speed tester results:
Download speed achieved during the test was - 0.37
Mbps
For your connection, the acceptable range of speeds is 0.05 Mbps-0.5 Mbps.
Additional
Information:
Your DSL Connection Rate :1.18 Mbps(DOWN-STREAM),
0.45 Mbps(UP-STREAM)
IP Profile for your line is - 0.5 Mbps

Banded connection after line fault repaired - how ...

Hi there,
I hope someone can help. After a recent line fault where we lost the phone line and broadband connection and the subsequent repair of the line fault, our broadband connection has been banded at .25mb
I've read all the other posts concerning this and how leaving everything along for 5 or so days should see an automatic correction of this but after doing exactly that for 5 days, I've done a diagnostic and something appears to have happened 9 hours ago, I think resulting in a reset.
So, am I back to square one? do I have to wait another 5 days an hope the connection remains intact. Will have had this problem for a month by then whereby I'll have been paying for broadband speed with a dial up connection.
Can anyone recommend anything please?
Here are the stats...

Keith_Beddoe wrote:
This will explain how it works.
Why has my speed dropped
Keith is absolutely correct and his links give good advice ....
However if you get caught in the loop whereby the DLM cannot promote the line profile because your router or hub is still dropping the connection, you have to find out why it is happening.
Even though you had a line fault fixed (supposedly) often the repairs are not 100% reliable, especially if the line has suffered a HR fault, or is subject to spurious burst noise which was not apparent when the BTo engineer left your premises, and he isn't a clairvoyant .... so if it continues to drop the connection, you need to report it back to BT support, and maybe go through the simple diagnostic tests again ... as outlined in Keith's help files.
Sometimes a fix is not forthcoming first time round, and ADSL can be troublesome with intermittent problems.

Router Disconnects - Possible line fault?

Hey there people!
Just a quick question for you guys,
I've been with BT for a long time, longer then what I can remember and never had and problems like this at all apart from recently when I have noticed these line drops, these have been happening for the past 4 months possibly before also, Now I have had a engineer out looking at the the possibility and he said he couldn't see any issues from here nor could the line test from BT its self on the phone ( iv had numerous checks, with the same answer from them saying there is not a problem with my line )
Now the problem I'm having or noticed which ill be honest I'm not 100% on is that when the Home Number is called or used FROM THE ACTUAL HOME PHONE ITS SELF (not the home hub phone) the line will disconnect and cause the lights to flash orange on my hub, as I said I haven't changed any thing with this apart from having 2 new hubs with the same issue? Now the set up is all I can think of being the problem, I only have ONE wall socket in the house which is upstairs but the office is downstairs, the set up being like this
WALL SOCKET>EXTENSION TELEPHONE LINE TO DOWNSTAIRS*>FILTER THEN SPLITS TO THE HOME PHONE AND THEN THE HOME HUB
there never used to be a problem that I can remember as I said earlier I'm not 100% on that tho, ive explained this problem to BT on the phone and they have said the same thing over and over again but I still am getting these disconnects? Any ideas what I need to do?
Here is what I mean when I say EXTENSION TELEPHONE LINE : http://www.amazon.co.uk/gp/product/B00009938H/ref=oss_product
Thanks in advance
Rav
Quick edit:
I have a HH2

As Owlie mentions it could be a dodgy filter. Try changing that first.
It could also be the phone, the extension lead, a line fault or yet another faulty hub.
The link you provided shows a 20m extension kit. BT recommend an extension lead that is 10m max!!
First of all, take the phone and hub up to the socket and plug them in via a known good filter (if the socket has a removable lower cover, carefully remove it and plug the filter into the test point. If it doesn't then plug the filter in like you would normally).
Does the hub still drop on a call?
If not it's probably the extension lead. You could try this to correct it - http://www.jarviser.co.uk/jarviser/broadbandspeed.html#type7
If it still drops, try another known to be a good working phone.
Again if it still drops then it's likely to be a line issue or faulty hub.
Try the above and post back.
-+-No longer a forum member-+-

Limited Speed after 4 weeks of line faults anythin...

Hi,
I recently moved into a new propoerty and had BT move my line and upgrade me to Infinity 2. Unfortunately the install did not go well (We have a modern property but an external NTE socket) which the OpenReach engineer did not bypass. At the same time we have had a fault on the line that has taken over 4 weeks to investigage and has of course caused the phone and Infinity to keep dropping out.
Every time it dropped and resynced we appear to have been pegged back on the IP Profile to the point that I may as well now be on ADSL and paying less. It has now been 2 weeks and the IP Profile does not appear to be connecting. The Excellent OpenReach engineere who finally arrived and took me seriously about the phone line fault has replaced my line all the way back to the Exchange and believe the distance to the cabinet should result in a 60MB - 70MB speed not what we are seeing right now approx 20MB/sec.
My understanding is that the network is self moderating and so the line should regain its speed over time. However having paid BT for a month of phone and Infinity and not recieved that due to faults and not being taken seriously and an incorrect install. I'm less than happy to have to wait for the network to reset my IP Profile when really all it is is a setting in a database that somebody can override. Is there anything I can do preferably avoiding the Indian call centres that so far have not taken the fault seriously until I threatended to leave or just leave me completely dissatisfied with the BT service and wondering if we should have gone with another provider?
Any thoughts / help would be greatly received. I have included screenshots of my last speed test and the estimated speed from the openreach checker.

there is nothing BT can do to reset your profile as it is under Openreach's control and they only reset if an engineer on a visit requests it and even then the can say leave it for the DLM reset the connection this can take 2 to 3 weeks of stable connection to happen
This applies to all ISP's not just BT Retail your provider your speed test from the BT Wholesale checker is is to small so it makes it hard to read
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

Slow speed for months after line fault - stable co...

Hi,
A few months ago we had a line fault (trees attacking the cables!). This resulted in the IP profile reducing to try and maintain a stable connection. We are now connecting at 576kbps down and 608kbps up.
The line fault has now been cleared but we were getting ADSL disconnects when the phone rang which was keeping the system from increasing the speed.
This looks as though it is now solved. I have had only 1 disconnect (power cut in the night). in the last 2 weeks. The connection was on for just over 7 days when this happened and has now been on for 4.5days.
Should thre line has started to increased by now? We had a download speed in excess for 2.5mbps before the fault.
Could someone advise? Is the line stuck?
Thanks
Here are my router connection stats....
Up Speed = 608000
Down Speed = 576000
SNR Margin = 22.0
Loop Att. = 53.5
The Line IP stats are via btwholesale.com are
Download speedachieved during the test was - 0.55 Mbps
For your connection, the acceptable range of speeds is 0.1 Mbps-0.5 Mbps.
IP Profile for your line is - 0.51 Mbps
Upload speed achieved during the test was - 0.35Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.83 Mbps

Hi sbg1967,
Thanks for posting.
I'm sorry to hear you are having speed issues. I can help you with this from here. Click on my username and under the "about me" section you'll see the link to get in touch with us.
Please include the link to this thread when you complete the form and whenever we've received your details we'll take it from there.
Thanks
PaulK
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

Elderly neighbour - Line fault

I reported a line fault (no dial tone) on behalf of my elderly neighbour yesterday and was assured I would be contacted this morning with further information. It's been over 24 hours and I've not been contacted at all.
I've just been to visit him to see if the fault was rectified without me being informed but over 24 hours later he still has no dial tone. Being in his 80's and living alone he's upset, frightened and concerned that his link to the outside world isn't working.
The fault number is - VOL012-xxxxxxxxxxxxx
Please don't reply with a generic message prompting me to fill out the contact a mod form. I've spent 30 minutes on the phone to a script reading call centre and I'm in no mood to fill out a form which will sit in a queue intil it's assigned to a mod days later.
Using the fault number above it can't be that hard to find out what, if anything at all, is being done about the fault.
I'm going to check on my neighbour again in an hour and I'd like something positive to tell him.

Hi Gr1ff
You can contact StephanieG and the BT Care Team by clicking on the link below.
Contact BT Care Team
The BT Care Team are a BT UK Based specialist team who have a good reputation for solving customer problems. They will always try to contact you as quickly as possible
Once contacting them either StephanieG or one of her colleagues will reply either by phone or email within 3 working days, however you will be given a tracking number immediately after sending the request. Please take note of this.
cheers
jac_95 | BT.com Help Site | BT Service Status
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Broadband speed drop since line fault repair

We have recently had a phone line fault fixed but after more than 3 days the broadband speed has been lower than it was during the fault and less than half its original speed.
Pre-line issue downstream was around the 16,500kbps with some drops down to 13,000kbps. The line developed a fault which started causing dc's and the phone line became noise with constant cracking and rustling sounds which turned out to be a damage connector causing water to corrode the cables, during that time when active broadband speeds dropped but while connected gave 9726kbps download and 888kbps upload, the phone line was fixed on friday the 15th of January and the phone line itself is very quiet, better than its been in maybe years, no noise that i can hear at all. However the connection dropped out during the night after the line was fixed and came back at 6652kbps down and 440kbps up, it remained at this speed for atleast 3 days then the router reconnected at 6652kbps down with 888kbps up were it remained until this morning, the router reconnected again at exactly the same speed.
I can understand it dropping originally due to the fault but has had over 72hrs connected but the speed has not increased, infact the speed is slower than with the fault which makes very little sense but i suspect is something to do with the noise margin, I include router and btw reports. Hopefully I can get some help with this.
Thanks
Jon
HomeHub2 Connection info
ADSL line status
Connection information
Line state
Connected
Connection time
0 days, 2:59:42
Downstream
6,652 Kbps
Upstream
888 Kbps
ADSL settings
VPI/VCI
0/38
Type
PPPoA
Modulation
ITU-T G.992.5
Latency type
Interleaved
Noise margin (Down/Up)
11.8 dB / 12.8 dB
Line attenuation (Down/Up)
27.0 dB / 13.6 dB
Output power (Down/Up)
0.0 dBm / 12.8 dBm
Loss of Framing (Local)
0
Loss of Signal (Local)
0
Loss of Power (Local)
0
FEC Errors (Down/Up)
1678 / 4294967264
CRC Errors (Down/Up)
0 / N/A
HEC Errors (Down/Up)
N/A / 0
Error Seconds (Local)
0
Results from btw preformance test
Download speedachieved during the test was - 5.85 Mbps
For your connection, the acceptable range of speeds is 2 Mbps-7.15 Mbps.
IP Profile for your line is - 5.87 Mbps Upload speed achieved during the test was - 0.71Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.83 Mbps
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Great just shy of 3days connected I appear to have had another sync on the line, still no change to downloadspeed but yet again an upload speed increase, Obviously the exchange is trying to resync but it seems my download speed is stuck. This was the 1 and only connection change, should have posted the stats las tnight to show 2days 12+hrs before I went to bed
ADSL line status
Connection information
Line state
Connected
Connection time
0 days, 3:50:34
Downstream
6,652 Kbps
Upstream
1,132 Kbps
ADSL settings
VPI/VCI
0/38
Type
PPPoA
Modulation
ITU-T G.992.5
Latency type
Interleaved
Noise margin (Down/Up)
11.9 dB / 5.8 dB
Line attenuation (Down/Up)
27.0 dB / 13.6 dB
Output power (Down/Up)
0.0 dBm / 12.5 dBm

Phone line fault now infinity is stuck in the slow...

Hello,
I got infinity Installed about 3 weeks ago. BT estimated that I would get around 12Mbit/s however after the install I was sync'ing at 40Mbit/s (the engineers test equipment verified this) and my real world speed test results were usually around 38 Mbit/s on average. This was the case for a couple of weeks.
Then 10 days ago my telephone line developed a fault, I had no dial tone and could neither make or receive any calls. The broadband still worked but had slowed to around 10 Mbit/s and my ping times have increased.
I believe this was because the DSLAM in the cabinet had reduced the speed, because of the bad line conditions, so that it could maintain a working circuit, albeit slow. I logged a call to have the voice service repaired, and it seems to be good now.
However the speed has remained slow, I have spent a long time on the phone to the indian call centres and spoke to some of the ladies in the UK but haven't got much help with the slow speed problem.
I have been told to reboot my router and OpenReach modem more times, carry out more speed tests, place the modem and router facing north-west with some lighted candles, during a full moon, but to no avail.
I have read a lot about profiles and people having exactly the same issues after faults etc. and suggested this to the help desk people but it doesn't compute with them.
What could be wrong here, it was fine until the phone line fault and now is slow, it's hardly a coincidence ?
Can my profile be reset so that the modem will re-train again? Surely if I was to disconnect and a new customer get connected to that port in the cabinet then it would have to re-train, it wouldn't just give them my speed especially if they were to live beside the cabinet?
I have been told everything, you wouldn't believe and BT don't care because it's working.
Any help gratefully received...
** Slight update ** a girl on the help desk earlier said she would increase my upload up to 10 because it was set at 2Mbits/s and now at 00:10 hrs my speed tests reveal that my upload is pulling over 8Mbits/s
So I definately think my downstream should be capable of what I was getting before.
Power Ranger
I.T. / Telecomm's Engineer

Update.
I had arranged for an OpenReach engineer to call out to my house to have a look at my slow speed issues.
However on the evening before the planned afternoon visit from the engineer, my broadband service has started working normally again. I carried out several speed tests that evening, and indeed it seems to be working at the speed that it used to before my telephone line fault.
Perhaps someone has looked at or reset the profile remotely, but why would they do this now, especially the evening before a scheduled engineer call. If this is the case, they should have done that several weeks ago.
or
Perhaps the DSLAM has done this automatically, by figuring out over a period of time that the line is of good quality now again, and can support faster speeds, and has increased the speed to what is was before my lline fault.
I had been advised by technical support to restart and reset the equipment fairly frequently, early on, however I haven't done this for about a week now, and have just left the equipment alone.
Perhaps the equipment needs to be 'up' without and restarts for the DSLAM to restore the initial speed, or perhaps the it doesn't mind equipment restarts - it still knows the line is good and there is a 'wait' period before it restores the speed again.
Anyhow, since my first line fault, even after the fault was fixed, BT have told me that the initial fault is still open and that more work needs done, I told them the voice part was working ok again.
I looked outside my window this morning and BT contractors are digging up the small aluminium pedestal which contains the connections for the street. I don't mind this, there were faults coming off that small box thing. Hopefully they will replace it with something better.
Hopefully my service will still be working good when I get home this evening, after the work they are doing in the stree, and hopefully I won't have to go round the loop again with slow speeds DOH!

Still on slow speed, 11 days after line fault was ...

I reported a line fault which was causing frequent phone line and internet disconnection (frequent as in I would lose connection completely for 3 or 4 hours a day, usually at night time - both phone and internet were affected), I reported the problem on 30th June.
I received a text from BT telling me that they had detected a fault and that it would be fixed by 3rd July.
However, it is now the 14th of July, and I am stuck on a download speed of 14 Mbps, and an upload speed of less than 1 Mbps.
Prior to reporting the fault, I had 50 Mbps download speed (my upload speed was still slow, and the BT Openreach engineer who installed Infinity advised me to report a fault as he felt it likely that there was a problem either in the cabinet, or between exchange and cabinet).
The current situation is unacceptable to me, please advise - I will happily post up any information from tests once I know what info is needed to sort this out! Many thanks.

Hi Epona222,
I am sorry to hear that this isn't sorted yet. I will take this on from here.
Click on my username and under the "about me" section you will the link to get in touch with us. Whenever we receive your details we will go from there.
Cheers,
OlgaC
BTCare Community Mod
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Line fault

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