ADSL Filters

Now that I'm on bt infinity the engineer fitted a separate box so that the line just went to the modem and cut out going to the other phones in the house. My question is, do I now need filters on the phones?

No. all the phones are now cabled from the front plate which is filtered via the new VDSL adapter fitted to the NTE5 so do not normally need additional filtering.

Similar Messages

Extension bells not working with ADSL filters

I wonder if someone could advise me please. Since January I have subscribed to a BT Vision package. Unfortunately I am experiencing trouble with my phone line as a result.
Roughly 15 years ago, due to hearing loss, I had an extra bell installed (a 50E – Serial S/1000/3/K/501724) to amplify the sound from my old phone. In about 2003 I had an extra bell installed, also courtesy of BT – this is sealed against the wall and cannot be removed to check the model number. These bells are incompatible with the internet, so if I have the home hub plugged in, I experience constant white noise on the line (despite ADSL filters on my phone lines) which makes it very difficult to hear what is being said on the line. If extra ADSL filters are placed on the wires for both bells, the noise goes silent but so do the bells. The bells do not seem to work with ADSL filters.
What is BT's policy regarding the upgrading of these non-net-compatible bells?
Thanks in advance for your help,
Barbara

babaradish wrote:
Hi Keith,
Thanks for the info - the main phone socket is in the hall, and does look similar to the picture, but BT-branded, with a phone and filter coming off it. Directly above that socket is another smaller socket, BT-branded, which leads up to the newer extension bell. The home hub isn't plugged into the hall socket as there's not a power point close enough.
Upstairs in the bedroom there's a more recent phone socket, smaller than the downstairs one with no BT branding, and that's what the home hub is plugged into, along with one of a pair of BT phones, the other of which is cordless and kept in the living room.
The 50E bell (the older of the two) is in the kitchen with the wire going around the outside of the house.
Barbara
It does seem a bit complex, especially if you have the home hub upstairs. Its quite likely that the extensions do not all originate from the master socket, which makes things difficult.
The ADSL filters are probably breaking the continuity of the bell circuit and stopping the bells working.
It really needs an experienced Openreach technician to re-arrange the wiring so that the bells are both on the same circuit, and fed from a filtered faceplate, without upsetting the broadband to your upstairs extension. A Broadband Boost technician would probably know more about these issues.
The problem is, that someone will have to pay for the technicians time, as the internal wiring is the responsibility of the customer.
You can see what the BT Care Team say, but in the end, its going to involve some internal rewiring and cost.
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.

ADSL2+ compatible modems and in-line ADSL filters

To achieve super-fast ADSL2+ speeds, you'll need a modem that's compatible with ADSL2+, which many newer model modems are. If your current modem isn't compatible with ADSL2+, we can supply you one when you upgrade or order an ADSL2+ service. Below is a list of Telstra supplied modems that support ADSL2+. If your current modem isn't in the list, consult your modem user guide or check with the manufacturer. Many modems/routers can be made ADSL2+ compatible by updating their firmware.
2Wire 2071-A (1 port)
2Wire 2701HGV-W (4 port Wi-Fi)
Siemens Speedstream 4200 (1 port)
Siemens Speedstream 6520 (4 port Wi-Fi)
Thomson SpeedTouch 536 (1 port)
Technicolour TG587n
Technicolour TG582n
Technicolour TG782T
Technicolour TG797n
Technicolour TG799n
In-line ADSL filters
Some customers on the high speed plans may experience 'crackling' noise on their telephone handsets if using the older 'E' type in-line filters. Customers can tell what their inline filter type is by checking the product code on the filter (either C10245 E or C10245 M).
New customers:
If you signed up to receive ADSL with a Self-Install Kit you should already have the new 'M' type filter inside the kit. The code on the filter should look something like C10245 M.
If this is not the case, you can call BigPond Technical Support on 133 933 and they will send out a replacement filter at no extra cost. Please be advised that there is a maximum of 2 replacement filters per customer.
Existing customers:
If you are an existing BigPond customer who has changed to a high speed plan, there is a possibility you might experience 'crackling' noises on your telephone handset if you have the 'E' type in-line filter.
The code on the filter should look something like C10245 E.
If this is the case, you can call BigPond Technical Support on 133 933 and they will send out a replacement "M" type filter at no extra cost.
Please be advised that there is a maximum of 2 replacement filters per customer.
BYO modem customers:
If you are either an existing or new BigPond high speed customer that chooses supplying your own modem, there is a possibility you might experience 'crackling' noises on your telephone handset if you have the 'E' type in-line filter.
The code on the filter should look something like C10245 E. If this is the case, you can purchase 'M' type filters from any Telstra Shop.

It doesn't address what I needed help with
looking for this link:
http://go.telstra.com.au/helpandsupport/-/check-firmware-for-your-siemens-modem
it seems to be broken (404).
Referred to it from here:
https://go.telstra.com.au/helpandsupport/-/updating-siemens-4200-firmware
Tech Support failed to upgrade my Speedstream 4200 router firmware to ADSL2+ compatible version after they have supposedly upgraded the connection accordingly. -
Shocking!

No DIal Tone, phone rings if I test it with a mobile but can't answer it. The ADSL works OK.

Hi, My Telstra home phone has gone completely dead. There is no dial tone at all, so I can't dial out or answer any phone calls. I have ran an isolation test without any adsl filters and the only time it works is when I use my mobile to ring the home phone to test it. It starts to ring but when the hand-set is picked up, there is nothing there but complete silence.I also have an ADSL2+ internet connection (with VeeTel) which seems to be working ok but not as fast as usual. Hence, I am able to post this fault report. I also recently had the "Messages 101" connected when I changed my phone plan to home phone National....but don't know if that would cause any faults cos it has been ok up to when the phone line stopped.Any ideas would be greatly appreciated, thanks for reading.Michael.

Michael, definately something amiss there. By chance do you have another phone that you could plug in to check that it's not just the handset? If you haven't got a spare, insted of borrowing a cup of sugar see if you could borrow a phone from the next door neighbour. If all else fails, best to report the fault: https://service.telstra.com.au/general/home-phone-fault/form;jsessionid=537365117A2E0142782F7B887AD18A57?execution=e1s1

Going in Circles

right i'd like to have an opinion here. one engineer who visited us for the broadband problem already mentioned that it was rather stupid to put a phone socket here:
the socket on the far right is new (approx 6 months is for SKY HD which we are using for a freesat hd box) and i am pretty sure that's the one that causes our problems.
i rang up today and the guy said there was nothing wrong with our phoneline. i got passed onto the broadband department and he said he can't find anything wrong with our broadband.
i did various quietline tests. with the extension, without, through adsl filter, directly plugged into the socket and without the front panel and the result is each time the same rather loud hissing and crackling. phone conversations can because a right pain as it also cuts out.
sometimes our broadband disconnects when we answer the phone. sometimes it disconnects without doing anything.
now we have a second phonesocket (not connected and blind) in the corridor. if this was connected i am sure it will solve the problem.
please help and give advice which steps to take that we can swap the phonesockets or have both connected

i rang up 151 today and they were suggesting that my boradband is causing the noise. i tried to explain to him that our broadband equipment has been tested and that i tried 3 different ADSL filters and nothing changed.
still i got told it must be a broadband fault and got moved.
so i explained to that guy again what the problem was. then he tested the broadband and couldn't find a fault.
i told him what sockets are right next to the phone socket of which he told me this could be causing the problem and to move the equipment away.
as if i hadn't tried that yet.
that's when i had the idea to try those different quietline tests just to make sure it is NOT our broadband.
we never had any problems with our phone and broadband for the past 4 years until the towerblock has been upgraded to SKY HD and a new Intercom system was fitted. this was done by the housing trust.
i will try on Monday if i can get one of their electrician to come and have a look
if you can offer any more help or ideas we would really appreciate it

Broadband there but not working!

Hi,
I moved home and it has taken BT 7 months yes 7 months to re connect our broadband due to engineering work. ive been given no idea how long this is going to take so you can imagine when l recieved a text message today to say it was up and running l fell off my chair!!!
My laptop is picking up my homehub connection but there is a yellow exclamation mark on it and its not working! With regards to the hub the broadband light isn't on and the phone light is orange. I have a dial tone and l have tried two different ADSL filters (neither of them new)....any ideas or will it be another phone call to BT tomorrow???
Thanks
Its really frustrating as the connection is there its just not quite right for some reason.

if your broadband light is not showing and the phone line is orange your broadband is not yet active broadband can be activated at any time up to midnight on the activation day
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’

Very Slow Connection

Hi
Does anyone else have these issues? And BT, please read all of this message...
Firstly, none of my queries have been answered or dealt with by BT, secondly, I have done the suggested ‘steps’ to resolve my issue over 30 times. When my upload speed is faster than my download speed, then something is wrong when my current connection is: Download: 224 kbps/Upload: 448 kbps…
Really? Average Broadband Speed in the UK
OK, it’s like this… I ordered BT in April 2012 and your website stated that Infinity would be available for me in August of 2012, either way, 12 months later I’m still waiting. As a point of interest, you have changed your Infinity statement recently to state “Fibre optic broadband is estimated to be in your area between March 2013 and June 2013. Please note that these dates have been provided by our supplier and are estimates. Dates may be subject to change due to factors outside our control such as; delays agreeing cabinet locations with your local council or unforeseen issues encountered during the construction of your street cabinet.” Is this because too many people are complaining that you have miss-sold your services? A quick forum search online says yes! I have attached screenshots from the old message that I saw when ordering.
New Message:
Old Message:
So, after I placed my order in April 2013, A BT Engineer comes to my home, puts in a new line. I connect to said new line via the Ethernet cable provided in the box for my new BT Hub. Now with all connection issues, I have swapped out the cable for others and always reverting back to the provided cable by BT when I still get the same rubbish results. My computer has been formatted 4 times, the last was to do a clean installation to Windows 8. No matter what OS I have installed, I still get really terrible speeds. For my area, it states I should get an estimated and whopping “2Mb-6Mb” download speed range. My copnnection has dropped, slowed to a crawl and even disconnected me for hours, this is every week since the line has been installed.
I have worked in the IT industry as a network engineer and I’m tired of BT’s argument that the fault is my own and that you shirk the responsibility when it’s you’re equipment and your installation that I’m using. SO, How can it be the wiring in the house when I connect to a wall socked that you installed (and is literally 46 inches away) and a hub that you sent to me? Now, I have so much noise on my line that at times I cannot hear people who call me. If I answer the phone or make a phone call, my internet connection just drops and I get the, oh so familiar, orange flashing light on my BT Home Hub. I have had many noise margin resets.
I have spoken to over 30 representatives, at least 10 of them reading from notes and scripts and most did not read my call or problem history, including the last response from a tech guy. Yes I have changed my ADSL Filters, both that came with the HUB and 2 different ones that I went out and bought (at my own cost). I took of the face plate on my wall socked and I am using the test/master connection. I have changed all the cables and swapped them back. I have done everything possible and yet my problem remains.
After I complain and someone checks my line, I get a steady connection (Download) at around 4.125 kbps for about 4 days, then the problem comes back again, so this tells me that it is not my home wiring or equipment, but the steady connection from the pole to either the street cabinet or the datacentre/exchange.
All I want is a stable internet connection, if I can’t have infinity yet, so be it, but I want a stable connection. Is that too much to ask?
On contacting BT they advised me to do the following (Again)
BT Stated: That they've checked my line today and the results would suggest that there should be no problem with my broadband performance Well of couse it's working now because they did a noise margin reset and 4 days later, back to snail pace (this happens every time they do a niose reset). I AM syncing at the exchange and have a stable line connection. The latest speed test results show a downstream sync rate of around 4.2mbps, which is within the accepted range for your line. If your broadband is performing as poorly as you've explained, it may be because of a slow throughput problem within the property.
Then they suggested I do try the following (also again):
It is very important that you please try the following steps and monitor for 48 hours, even if you have already done some of them:
Please try your broadband hub and adsl filter directly into your internal test socket of your main telephone socket (remove the bottom plate of your socket by undoing the 2 screws). If your socker doesn`t split in two, then please unplug all equipment from all extension sockets and try your hub and filter and ethernet cable direct to the master socket front plate.
Please reboot your hub (push pen nib into pinhole on back of your hub for 10 seconds and release).
Please change the adsl filter if possible.
Please try with an ethernet cable (yellow ends) instead of wireless connection.
Please try a different computer if you have one.
You can also run a speed test on the BT speedtester website. Please do this whilst in internal test socket (or master socket front plate) and using ethernet cable and monitor for 48 hours.
They also appreciate my co-operation in doing the above tests and if my broadband is still performing poorly after completing the above (again which I have done over 30 times), then I will need to send a broadband engineer to your property, but this visit should then be free of charge, as you would`ve eliminated all your own internal equipment and wiring from being a possible cause of the fault, so please email back to us if you require a broadband engineering visit.
My previous problem was this:
I woke up this morning and after an hour trying to get connected, I received an email from my boss telling me that he has to let me go because I can’t submit my work on time. This is all due to crappy slow speeds and drop-outs from BT. So thanks for that. Saying I am now very angry is a pure understatement!
I am now going to write to Ofcom and your head office and I will now change providers. You miss sold me with the hope of getting Infinity and a year later, I’m still waiting. Less than 1mbps for daily internet is pathetic. I work from home and as a Visual Effects artist I download and upload massive files and I have struggled. There’s no point getting a business line because my speeds will still be the same.
Also, I was informed by one of your representatives that I didn’t need to pay the reconnection fee and a late fee that I occurred last month because it took YOU 5 days to switch me back on after I paid my bill in full (and each of the 6 reps I spoke too couldn’t understand why my services was not restored). I was also informed in my last email from BT that you have no record of this and I still have to pay, well I’m very insulted and I’m sorry, it’s what I was told so I will not be paying it.
The service I have received has been terrible. Your support people don’t really help me and I get canned answers and brush offs and crappy excuses that would fool most people. The line and connection speed is not worth the money I pay for it each month.
Its 2013 and BT still doesn’t have super fast broadband for everyone. At the moment, it would be faster to send an email printed out and strapped to a pidgin and please spare me your excuses about planning permission and estimated dates (which you keep changing each month. Why can’t you just say you don’t know when Infinity will be available instead of getting people like myself to sign up with the home that it will be available shortly). You simply do not care about your customers. My neighbours all have the same issues, so I know it’s not just tied to me. The last lady I spoke too told me that the fault was on my end. Well my Phone and Hub are connected directly into the box that YOUR engineer installed for me and you have the nerve to tell me that I have to pay for an engineer to come out? Not a chance, especially now that I have no job thanks to your poor internet and support.
So I have now had enough.
M Knight.
Michael Knight

Hi Conrad.
Thanks for the message. I've had BT looking into line problems for a year now, and they want ME to may for an engineer to come out (untill my last complaint where they stated that one will come out for free, but I'm still awaiting a reply from BT about that).
As for being stuck with the connection, well I'll fight BT in court because I am not getting my monies worth and at £26 a month and a download speed of 224kbps is terrible. I don't really want to have to change providers because it's a hassle, but I feel I have no choice. Virgin is in my area with 100mbps, so why am I putting up with such dire connection speeds. If I wait till December, I can cancel, but mhy should I have to wait when I am not getting a good service?
I feel your pain with dates being pushed back, dangling a carrot infront of a donkey if you ask me.
Thanks.
Mike.
Michael Knight

Broadband Speed dropped and wont come back

Hi, I need help and advice please.
Background info first though, so please bare with me.
During last July 2011 I was fed up of very low speeds and managed to get a BT engineer out to check the wiring etc... He did a great job by finding a badly insulated cable between myself and the Cabinet in our village. He also changed our master socket to a newer version.
Over the next few days my broadband speed went from 0.74mb download to 1.95mb download. Fantastic!
This speed has pretty much been a consistent rarely dropping below 1.7mb and at times has even gone up to my highest recorded of 2.46mb. I thought this was brilliant, I could watch iPlayer no problems and xbox live was even bearable (most of the time).
The big problem where I live is sometimes we have power cuts. Sometimes lasting hours but mainly just for seconds. Even so it switches the BB router off. (I know, but not my fault)
When we had the freak snow fall the other month problems started to raise their head. The computers in the household found issues connecting to the router and to resolve this BT BB Helpdesk kept advising me to reset router to enable connection. After connecting new ADSL filters the speed returned but connection issues continued.
BT supplied me with a brand new home hub 3 which I connected thinking it would give me my 2.4mb speeds again. Oh No. To be fare I think I was getting 1.95mb but I wanted more, as most people would. Why cant I get 2.4mb most of the time I have had for a few months.
Anyway I contacted BT who were kind enough to send a BT engineer out. He Said to me the Broadband speed is put out at the exchange (4.5km) at 8mb and comes into our village at between 3mb and 4mb. He detected no fault on the lines and spent the next 3 hours renewing 'D' and 'E' I think side of cabling (found this out later). He mentioned the noise was high but did something to lower it. On leaving he said I had 2.5mb and was confidant it would rise to 3mb.
Great not drastic but should give me 250kbs to 50kbs extra.
The day he was at my house we had 2 short power cuts followed by another couple some days later. This has not helped I'm sure.
NOW TO THE ISSUE.
My download speed since that day has not gone above 1.46mb download and every time I speak to the call centre they tell me my line is only capable of 2mb therefore 1.46mb is within acceptable range.
I am so tired of explaining that I was capable of receiving 2.4mb some 2 months ago yet now since the new hub 3 and line fiddling I am only capable of a 2mb downstream - 1.46mb DLS.
I know I have to wait 3 - 10 days but with power cuts its a nightmare, and they are so adamant about my 2mb downstream limit What the hell has happened.
Here is a link to my recorded (Speedtest.net) data over the past 11 months showing actual proof of receiving 2.46mb:
http://www.speedtest.net/results.php?sh=19a6b38248773feaa954bcf8e17ae768&ria=0
And here is my BT speedtester data:
1. Best Effort Test: -provides background information.
Download Speed
1.38 Mbps
0 Mbps
2 Mbps
Max Achievable Speed
Download speedachieved during the test was - 1.38 Mbps
For your connection, the acceptable range of speeds is 0.4 Mbps-2 Mbps.
Additional Information:
Your DSL Connection Rate :2.21 Mbps(DOWN-STREAM), 0.45 Mbps(UP-STREAM)
IP Profile for your line is - 1.5 Mbps
My home Hub data:
Line state:
Connected
Connection time:
0 day, 17:16:04
Downstream:
2,208 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):
9.3 dB / 15.0 dB
Line attenuation (Down/Up):
56.5 dB / 31.5 dB
Output power (Down/Up):
18.1 dBm / 11.9 dBm
FEC Events (Down/Up):
12650 / 48
CRC Events (Down/Up):
50 / 17
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):
289 / 10
Error Seconds (Local/Remote):
0 / 0
Please Help me I know I've had better than this but all the numbers point to the fact I can no longer have them. Why?
Many thanks
Jon
Solved!
Go to Solution.

Hi JONNYYOUNG,
I'm not educated enough to help but it mat reassure you, as it did me, to know your circumstances are not unique.
Your story sounds very simialr to my experiende last November, speeds and line length being very similar. An engineer said there was noise on my line so he switched me to another pair. Did the engineer do that for you too ? Net result my speed dropped from ~2.3 to ~1.4Mbps.
Fortunately a 21CN upgrade at my excahnge has brought my speed back up to ~2.4Mbps.
I'm sure imjolly, john46 and maybe a mod if you need it will sort you out as well as they did me.
Good luck,
dfenceman
Best regards,
dfenceman

Re: Broadband noise/ drop out/ speed issues

Hi community.
I know this thread is old and probably closed but I would like to revive it.
I have exactly the same problem as MPR and any advice would be welcome.
I am a long way from the exchange, the line comes into my house overhead. I reported intermittent line dropping weeks ago, spoke to several different people, all very polite, very caring, but not much use.
Several diagnosed fault on the line and said it would be fixed remotely. One sent me a new home hub 2 to replace the one they diagnosed as faulty, though God knows how.
I kept saying that I suspected a physical fault with the line as a bundle of cables wired into a junction box (big black thing - looked like a toy from Anne Summers but never mind) was hanging down from one of the telegraph poles and the foil around the end where the wires went in lookd as if it was not fully weather-proof.
Eventually, last Friday, an engineer was sent round. Checked inside the house, checked outside the house and said there was no problem with the line. He detected noise which he suspected was causing the drop-out and said he would see if there was any water getting in anywhere which might cause this.
The hanging down thingy was secured better to the telegraph pole but I don't know if anything else was done.
Right away, same problem. Intermittent orange flashing broadband light on the hub. Occasionally no broadband light at all. Usually needs to be re-set though sometimes comes back on its own.
If you have any advice I would be most appreciative. This is costing me money as when my better half wanted to order something online, found a good price, put the details in and clicked "BUY", the line dropped. By the time it came back up, the price had gone up £30.
Anyway, I'm calling them again tonight when I get home. I would say "no more Mr Nice Guy" but that doesn't get you anywhere does it?
Thanks in advance.

Hi,
Sorry to hear that your having problems with your BT Broadband.
You will either be on the ADSLMax (upto 8mbps) service or if your exchange has been BTw 21cn upgraded you maybe on the ADSL2/2+ (upto 12/20mbps) service depending on your line quality and length.
However these upto speeds may not be the speeds you will get as ADSL broadband connections are very dependent on the distance from your property to the exchange and the quality of your line. The further away you are from your local exchange the slower your broadband speed will be.
To enable the community to help you please see the advice below:
Please see Keith's help guide here: Helping forum members to help you, it will go through some checks that are needed for us to help you.
A summary of the checks are:
1a) Is your router/Homehub connected by a BT NTE5 master socket, Adsl Filtered Master Socket or Extension Socket? Please bear in mind that extension cables and extension sockets can reduce the broadband's performance. If you have an Old LJU master socket then please say.
1b) Have you tried the Test Socket?
2) Can you please run a BT speed test (including IP Profile) http://speedtester.bt.com (not beta version)[Best done with a wired, Ethernet, connection] If the other link doesn't work you can try http://speedtest.btwholesale.com/
3) is there any noise on your line. dial 17070 option2 ,called quite line test, from landline phone. should be silent but slight hum normal on cordless phone.
4) please post adsl line statistics
ADSL Line Statistic Help:
If you have a BT Home Hub like the one below...
Then:
1) Go to http://192.168.1.254 or http://bthomehub.home
2) click Settings
3) Click Advanced Settings
4) Click Broadband
5) Click Connection or sometimes called ADSL (see picture Below)
The direct Address is http://bthomehub.home/index.cgi?active_page=9116 (for bthomehub3)
You will need to copy and past all the adsl line statistics ( Including HEC, CRC and FEC errors). You may need to click " More Details"
There are more useful links on Keith's website here: If you have an ADSL connection, please select this link
Don't have a BT Homehub/Voyager?
• http://192.168.0.1 for a netgear router and look for ADSL adsl statistics with information like noise margin and line attenuation, connection speed
• http://192.168.2.1 for a belkin router and look for ADSL adsl statistics with information like noise margin and line attenuation, Data Rate
cheers
I'm no expert, so please correct me if I'm wrong

ITunes Match will no longer let me add my PC... Help?

iTunes Match will no longer let me add my PC. As it is, about 50% of the time that I have opened iTunes for the last year, I've gotten an error stating that iTunes Match has encountered an error and I would need to re-login. This is on my main PC, the one with all of my music stored on the HDD. So, everytime, I sign out and re-sign in, and iTunes match takes a good bit of time and comes back on line. Today, it asked me to sign in again, and it told me that I can't add my PC because I have too many devices on the account. Right now, aside from this desktop PC, I have my work PC and my MacBook Pro. I had an old work PC, but I was careful to de-authorize before losing that computer. Thus, I don't have many computers on the iTunes match account. I *do* have a lot of iOS devices that I use with iTunes match, but I've had those for a while. Is this the issue or is there something else?
Thanks!

Welcome to this forum. This is a BT domestic customer to customer help forum, any messages posted here do not go to BT.
Can you try the modem plugged directly into the master socket without any ADSL filters. You will lose your broadband connection during the test, but it will eliminate any problem with the BT Home hub, or the microfilter.
ADSL does not start until 30kHz, which is well above the range that an analogue modem works at.
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.

BT Connection Issue

I've recently moved home and have transferred my BT connection, however I cannot get a broadband connection.
I've tried both the BT homehub (HH3) and my original router (Netlink) and neither can connect. I've changed the cable connecting the filter to the router and different ADSL filters.
I've gone through the connection issue checklist and have checked the line using the online option (no fault detected). There are no faults detected in my area and I do not use McAfee.
I've tried both my original username and password and the default one.
The broadband helpline number (0800 111 4567) just leads me in circles, referring me back to the order confirmation menu (order completed on the 23rd).
Is there something obvious I'm missing, or do I need to try harder to get hold of BT?
Solved!
Go to Solution.

It does sound like an authentication or misconfiguratuion somewhere, but there is nothing I can do as BT customer.
If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to find the problem.
They can be contacted using this link BT Care Team
They normally respond by phone or e-mail, within three working days, however you should get an immediate confirmation, with a tracking number.
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.

Home hub 3 broadband light flashing orange & purpl...

Hi,
Broadband has stopped working with a flashing orange & purple broadband light (7 days and counting)
Have phoned bt but they failed to resolve the issue over phone - resetting, power off/on etc. Tried 4 different branded adsl filters, alternative router but still no connection. Only 1 main socket, no extensions connected, doesn't have a test facility(older style socket). Tried 17070 quiet line test - sounds clear. Phone line test reports zero faults.
Details from home hub 3 Broadband > connection tab
Line state: Connected
Data Transmitted/Received (GB): 0.0 / 0.0
Downstream: 7.938 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): 16.7 dB / 26.0 dB
Line attenuation (Down/Up): 10.8 dB / 5.0 dB
Output power (Down/Up): 17.9 dBm / 12.4 dBm
FEC Events (Down/Up): 10905 / 0
CRC Events (Down/Up): 11 / 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): 31 / 0
Error Seconds (Local/Remote): 121 / 3
Broadband > Internet tab
Connection time: Connecting
I suspect the issue is at the exchange, has bt disconnected me and plugged someone else in? Any thoughts welcome.

you appear to have tried everything suggested by BT for purple/orange flashing constantly and not solved the problem. the help pages then say if that has failed then contact technical support but I would contact the forum mods instead for help
contact mods
can take up to 3 working days for mods to contact you
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Ringing Bt tech support is like hell on earth as i...

Good morning to all
Well where to start really, guess the begining is a good place joined bt broadband after moving house in oct 2012 this was under the guise that infinity would soon be available at our cabinet.
Soon after installation noticed problems whilst gaming online (this problem is noticible whilst dl or surfing on a laptop desktop or ipad but isn't so problamatic as a page taking slightly longer to load is not such a big deal as when gaming).
Have now been on and off the phone with bt tech (I'll read off my screen please dont ask me anything not in front of me tech support) for the last 15 months but still suffer the same issues.
During these calls I have had various experiances such as having the phone put down, being told infinity is available when it is not by tech transfered to customer service then back, bounced around between tech's etc, Tech's finding a problem only to ignore it by the end of the call, the problem being placed on a fault in area only for it still to persist once fault fixed, One tech advising me that bt only has to provide a wired connection when I reported a broken router that had been working on a wireless connection but had stopped and going as far as to edit and type his own text in to bt's t&c's.
Each time it worked out roughly that infinity had slipped by another few months hence the well I will suffer it for now in hope that once installed using infinity servers and cabinet would solve issues being faced, this now not being relevant as it has now been delayed until dec 2014 and see no use in wating for it to be delayed yet again. I have also been through nga enquiries and had correspondance that again changed date but looking through forum looks like the norm.
Now the issue in question;
Whilst gaming suffering sever lag issues but also connectivity problems, lan cable drops whilst playing or on start up. also getting severe nat issues in party chat causing others to be disconnected (have tried different permutations with group I game with). Speed tests as a rule are ok 17 - 20mb down 560kn - 1mb up but have also noticed spiking as low as 786kb down 56kb up, ping again varies have also noticed a few packet test faliures.
What I have tried so far be it as advised by tier 1 tier 2 or bt tech support or through previous experiance.
BT Homehub 3, BT Homehub 4, Tp link w891nd , Asus n56u routers.
Port forwarding, DMZ, firewall off, plug n play off, QoS, wirless switched off completely, dns server change,
three different adsl filters, cat 5, cat 5e, cat 6 ethernet cables
Xbox 360, 2 ps3 systems, 2 ps4 systems, several headsets for gaming two tv's to assess lag issues, can also see issues on macbook and windows desktop though as said not as fussed about dl's or web pages slowing or dc the reconnecting.
2 engineer visits,
And had to redownload approx 180gb of data to consoles several times after restes prob giving impression to anyone looking at account that connection must be working ok.
Whilst changing ps3/4 seems like an admission of guilt it's worth noting that I have tried the systems at parents address approx 3 miles away and get 0 issues on bt infinity (hence earlier mention) and do not get any problems if take them to work and connect via mobile phone on a 4g connection (4g not available at home address.) noticiable to the point that friends often ask if im on my poundland internet or a proper connection if they can hear me.
In the last week I have been on phone 9 times sometimes for upto 4 hours have been promised call backs that didnt take place had managers promise they would deal exclusively with me to save me having to keep ringing and they would call back at set times but they have been off.
had line checked told there was amber issue on cabinet red issue at home end probably electrical interferance (would assume this would cause wireless not ethernet prob?) then told was all resolved and he had reset everything during a conversation to tech when I was at work only to get home to find had no connection at all.
spoke to tier 2 manager next day whom insisted connection was fine even though I couldnt connect to it. told during that conversation oh hold on you have an acceptable amount of line drops but lots of session drops then 5 minutes later told there are no problems.
An engineer was assigned on wed to visit friday I was promised he would be fully informed about the whole issue as not to just allow me to reconnect again after the earlier reset now can not connect at all (orange B flashing at bottom of router) then I would receive a call from manager on friday evening if problem not resolved contract would be released.
Engineer attended knew nothing about any of issues, he plugged into phone socket tested line see that router was no longer showing flashing light (it stopped whilst I was asleep wed night) looked bored when tried to explain the problem and showed little interest before saying speak to tech support as he only deals with line and leaving.
Call from bt came from off shore call center saying they had been asked to call I said that a specific person was supposed to call and had arranged to do so as he was dealing with case they told me he was off duty, then could not access info from engineer's visit and would call back. no call.
Rang them back got connnected to newcastle customer services after asking to disconnect on automated line, guy was very polite and apologetic said there was a tier 2 in his call center and arranged a call for me on saturday, guess what.... no call.
totally had enough now at a guess I am assuming the issue is some sort of conflict on bt server.
as for posting here I'm really unsure if im searching for a fix now or advice on how to cancel this and move on, but for it's part the community here seems generally helpful I wish I had checked sooner.
Sorry for the tl'dr and thanks in advance if anyone can offer help or advice
James

1. Best Effort Test: -provides background information.
Download Speed
17.55 Mbps
0 Mbps
21 Mbps
Max Achievable Speed
Download speedachieved during the test was - 17.55 Mbps
For your connection, the acceptable range of speeds is 4 Mbps-21 Mbps.
IP Profile for your line is - 17.96 Mbps
2. Upstream Test: -provides background information.
Upload Speed
0.94 Mbps
0 Mbps
0.83 Mbps
Max Achievable Speed
Upload speed achieved during the test was - 0.94Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.83 Mbps

Re: speed problems

Never have I had such poor service from BT, been having major connection problems for over a year, faults include line dropping (especially in the rain), slow speeds, constant reconnections, faulty and crackling static on the phone line, phoning the bt help desk in india is a pathetic waste of time listening to someone who couldnt care less reading and apologising from a script thats been written for them, not listening to anything thats being said to them, constantly asking the same questions and always flipping apologising and putting you on hold for two minutes while they pull up your details, in this day and age of computers and knowing how fast I.T. systems can work, I just find that a nuisance and downright pathetic.
I have used the Internet for almost 20 years from the earliest days of local 14.4kbs then 28.8 then finally 57.6 dial up services before moving to broadband so there's not much I dont know about the home electronics side of things,
In recent weeks I have tried :-
3 different routers TP-Link 300mb wireless for streaming movies to local network media players
Netgear 834GT which I used for before uprading to TP-Link
BT Home Hub for line checking
3 different adsl filters, 2 of which were bought new in recent weeks
when checking the line speed all routers report the same speed, 3071kbps (3 days ago), and now 2272kbps
have done all tests with and without the front panel on the main telephone box, with & without 2 different BT phones being plugged in or out, havent used any extensions in the house, router connects straight to main box
BT have replaced telegraph pole in back garden recently and did admit that there was noise on the line and moved me to another line on the same pole back to the exchange which is within 1 mile of my house which cleared things up and gave me 18mb for a few weeks, now the crackling is back again with a vengeance, sounds like someone crunching up a crisp packet on the line, only thing they havent replaced is the line from my house to the pole, so why does my broadband ALWAYS drop off when it rains ????, so BT engineer is coming again on weds morning and I wont be letting him leave until the line is replaced and this is cured and my speeds are back in the 10-15mb region or I will be phoning and cancelling my contract with BT, I would rather pay more for a satelite based broadband link and know I was getting what I'm paying for, rather than paying BT's top service and getting a pathetic service and a poke in the eye, and having to listen to and endure talking to some one and listening to them (expletives deleted) apologising and reading from a script and knowing they couldnt care less, have asked repeatedly everytime I call the to call me back on my mobile as I'm self employed , yet the last three times they have called my house, including leaving me a message on my answering machine saying that they had tested everything and my broadband was fine, when i got home and heard message, I disconnected my router completely from the wall and turned it off, went and made dinner, came back, plugged in and powered everything back up only to find my broadband had dropped from 3071kbps to 2272kbps and has staye there ever since, no matter what I do to try and speed things up again
below is a report from my router about my speed & snr & errors, hope others aren't having the same problems as I am but I guess there will be more than a few people in the same situation as me
Regards to all
Paul Armstrong
Extremely hacked off and (expletives deleted again) annoyed (and thats putting it in the nicest, cleanest way I possibly can)
Device Information
Firmware Version
1.0.0 Build 111125 Rel.28195
MAC Address
74:ea:3a:e6:cc:8b
LAN
IP Address
192.168.1.1
Subnet Mask
255.255.255.0
DHCP Server
Enabled
WAN
PVC
VPI/VCI
IP Address
Subnet
GateWay
DNS Server
Encapsulation
Status
PVC0
0/38
109.148.247.136
255.255.255.255
217.32.142.195
213.120.234.42
PPPoE
Up
PVC1
1/50
N/A
N/A
N/A
N/A
Bridge
Up
PVC2
0/101
N/A
N/A
N/A
N/A
Bridge
Up
PVC3
0/100
N/A
N/A
N/A
N/A
Bridge
Up
PVC4
8/35
N/A
N/A
N/A
N/A
Bridge
Up
PVC5
8/48
N/A
N/A
N/A
N/A
Bridge
Up
PVC6
0/35
N/A
N/A
N/A
N/A
Bridge
Up
ADSL
ADSL Firmware Version
FwVer:3.11.2.175_TC3086 HwVer:T14.F7_6.0
Line State
Showtime
Modulation
ADSL2 PLUS
Annex Mode
ANNEX_A
Downstream
Upstream
SNR Margin
15.2
6.0
db
Line Attenuation
28.0
18.9
db
Data Rate
2272
696
kbps
POWER
0.0
12.3
dbm
CRC
2056
65524

as you are self employed is this a business line?
I don't think your broadband is going to improve until you get the noise on the line fixed. the speeds you quote 3071/2 and 2272 are usually seen when you are suffering a lot of disconenctions and the exchange put your line in a banded profile to try and stabilise your connection. this is normally accompanied with a higher noise margin.
the banding is usually released after 3+ days stable connection but if you cannot manage that then you are stuck in the banding.
really need a solution to the noise when engineer is there on wednesday
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If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Telephone will no longer let me use my PC modem to...

Hi NO one at BT has been able to help me with this,
OK explanation:
For my work I still use the old modems to dial into remote machines (this caused problems explaning this to BT they kept on talking about my BB hub!). Using an internal modem in my laptop to dial out using the voice part of the BT line.
You can here the tones of the numbers being dialled, it then handshakes with the modem on the remote machine then the signal just hangs.
I have had my phone line for over 8 months. I have been able to use modem remote connect the whole time until last week.
I completed a line check, came up clear. I then called BT. Line check clear. They said the only option is to have an Engineer sent out. Then I got told that it could cost me... etc.
So booked an engineer then hung up. Got a call 30 mins later... ( during the 30 mins from hanging up I started to fault diagnose the lines in my house) then got told they had done another line check and it now shows a fault! Will it would I was using the line and fault finding on it!! They didn't tell me that they would do another line check.
Anyway engineer came following day... guess what no lne issues in my house or outside. After 15 calls and 6 hours later I was getting no where on the phone.
How can I get this looked into!?!?!? It seems the bandwidth on the voice part of the line can't take modem data anymore!
I have tested my laptop, it works on my lines in 2 different offices it also works at a friends house and they are on BT.Line quality sounds fine on voice calls and BB never drops out.
1. Why has this stopped?
2. Why can't BT have a higher level of tech support?
3. Why just cold transfer me to other departments?
4. Why send out an engineer when there was no need for one?
5. Why does the Tech guy I reported this to tell a blatant lie on the system on my records. "noise on phone line" I never said this!!!
6. Who can I complain too? NO ONE!
7. How can I get this resolved? NO ONE KNOWS
All I want is the capability to dial out using pulse dialling via modem again! FROM MY OWN PROPERTY.
CAN ANYONE AT BT HELP?????

Welcome to this forum. This is a BT domestic customer to customer help forum, any messages posted here do not go to BT.
Can you try the modem plugged directly into the master socket without any ADSL filters. You will lose your broadband connection during the test, but it will eliminate any problem with the BT Home hub, or the microfilter.
ADSL does not start until 30kHz, which is well above the range that an analogue modem works at.
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.

ADSL Filters

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