Broadband connection - none/slow

Hi.  Hoping for help regarding very intermittant broadband connection, and when it is connected it's very slow (0.2mbps).
First noticed 5 days ago when returned home from a fortnight away.  There had been a brief power cut at some stage during that time.  Problem reported to BT and several telephone conversations with their advisors - 'further tests are being run' but nothing has changed.
As I'm having to access this via 3G, I can't view the forum guidelines I've seen referred to that have kindly been put together for this type of query so I don't know what info might be helpful I'm afraid.
Currently our Home Hub 3.0 has correct power and wireless lights (showing blue) but the broadband light is flashing amber.  Very occasionally (perhaps 5 times a day) I've noticed that the light shows blue and connection is established, lasting anything from 2 to 20 minutes, then it returns to amber flashing and connection is lost.  When it is working it's much much slower than normal.
First call to BT found no faults on phone line or broadband - they sent a new ADSL filter and cable which has been duly connected.  Second call said there was probably a phone line fault.  Third call said probably a fault within our property that would be resolved within hours, but just in case it was escalated to a 'Level 2' issue.  Two days later and there's no change.
I've done the standard cable/socket checks and plugged into the test socket, etc. 
I've done the quiet line test with our cordless phone (have tried a new phone as well during this period just in case) and there is a slight intermittant crackle.  I don't have a corded phone to try I'm afraid.
Any thoughts would be greatly appreciated.

if you can hear line noise then that need fixing first you need to check the noise is heard using the test socket if it is then report it to BT Faults on 151 with no mention of broadband in the call once that noise is resolved your broadband should start to improve
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Similar Messages

  • Broadband connection dramaticly slow

    In the last few days my broadband connection has dropped to about 60kb.  The BT speed tester says i connect at 8.1mb, but i can't download over 60kb.
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    Line state
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    VPI/VCI
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    Type
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    you are connecting at 8.1 mb you need to run the bt speed tester post the full results from http://speedtester.bt.com/ and post the details back here the most important thing at the moment is not to restart the hub for the next 3/5 days while your line stabilises if after 5 days your speedtest results have not improved you will need to contact the forum mods which we can put you in touch with
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  • New broadband connection - very slow- please help

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    Downstream:    5.555 Mbps
    Upstream:    800 Kbps
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    Here are some help pages done by CL Keith http://www.btinternet.com/~cbeddoe/speed/Speed.html
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    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
    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’

  • Broadband connection gone slow

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    is it possible to connect to the test socket which is behind the bottom half of the master if master is like this
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    If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

  • New HP All in One has slower broadband connection than my previous PC

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  • Very slow Broadband Connection - 330kbps

    Hi,
    My Broadband connection has been quite fast (around 2700kbps) until recently.
    Having worked from home on several occassions in the last few months, due to the weather, I have exceeded my usage allowance. BT have charged me and I don't have any issues with that. However I have noticed that my internet radio is unusable as it keeps buffering. I also have become aware that the PC has become slower when online. A quick check using a speed tester revealed that the download speed is 330kbps and I know for certain that this speed was over 2700kbps a few weeks ago.
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  • Slow broadband connection for a month

    Good evening. First time posting on this forum. I hope by posting here I can finally resolve a problem that has been bugging me for the last month.
    Have had a slow but relatively stable broadband connection since around the middle of last month. We did have a thunderstorm around here that caused us to lose internet connection for around 20 minutes. Then just a couple of days later the decorators working on the house managed to damage one of the cables leading to the phone socket which led to disconnections every 10 minutes! This was repaired on 20th December.
    Since that date our broadband has been stuck on a download speed of 288kbps. The connection is reasonably stable as in the last month we have had periods of 4 or 5 days before router resets itself. Over the last month I have tried all the usual checks including replacing filters, plugging into the test socket and doing the quiet line test which was fine. I stopped manually resetting the router a couple of weeks ago when it was clear this was not making any difference and also because of the fact the DLM needs a stable connection to try to get things back to normal.
    The statistics below are for the most recent period before the router restarted. We are using the BTHomehub3
    ADSL Line Status
    Connection Information
    Line state:                                 Connected
    Connection time:                        3 days, 06:25:53
    Downstream:                             288 Kbps
    Upstream:                                 859.5 Kbps
    ADSL Settings
    VPI/VCI:                                    0/38
    Type:                                        PPPoA
    Modulation:                                G.992.3 Annex A
    Latency type:                             Interleaved
    Noise margin (Down/Up):             23.9 dB / 6.2 dB
    Line attenuation (Down/Up):        50.6 dB / 30.3 dB
    Output power (Down/Up):           15.0 dBm / 12.6 dBm
    FEC Events (Down/Up):                529 / 8367
    CRC Events (Down/Up):                0 / 158
    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 / 438
    Error Seconds (Local/Remote):      0 / 64
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    14:12:12, 12 Jan.    IN: BLOCK [9] Packet invalid in connection (TCP 173.194.41.163:80->86.162.248.51:49732 on ppp0)
    14:12:11, 12 Jan.    BLOCKED 2 more packets (because of Packet invalid in connection)
    14:12:10, 12 Jan.    IN: BLOCK [9] Packet invalid in connection (TCP 74.117.207.64:443->86.162.248.51:49645 on ppp0)
    14:12:08, 12 Jan.    BLOCKED 3 more packets (because of Packet invalid in connection)
    14:12:07, 12 Jan.    IN: BLOCK [9] Packet invalid in connection (TCP 173.194.41.163:80->86.162.248.51:49724 on ppp0)
    14:06:59, 12 Jan.    (31924.370000) Admin login successful by 192.168.1.86 on HTTP
    14:06:57, 12 Jan.    BLOCKED 1 more packets (because of Packet invalid in connection)
    14:06:56, 12 Jan.    IN: BLOCK [9] Packet invalid in connection (TCP 173.194.41.166:443->86.162.248.51:49643 on ppp0)
    14:06:51, 12 Jan.    IN: BLOCK [9] Packet invalid in connection (TCP 173.194.67.95:443->86.162.248.51:49640 on ppp0)
    14:06:49, 12 Jan.    (31915.150000) New GUI session from IP 192.168.1.86
    14:06:45, 12 Jan.    BLOCKED 1 more packets (because of Packet invalid in connection)
    14:06:43, 12 Jan.    IN: BLOCK [9] Packet invalid in connection (TCP 173.194.67.94:80->86.162.248.51:49622 on ppp0)
    14:06:35, 12 Jan.    IN: BLOCK [9] Packet invalid in connection (TCP 173.194.41.175:80->86.162.248.51:49621 on ppp0)
    14:06:35, 12 Jan.    BLOCKED 2 more packets (because of Packet invalid in connection)
    14:06:34, 12 Jan.    IN: BLOCK [9] Packet invalid in connection (TCP 173.194.67.94:80->86.162.248.51:49620 on ppp0)
    14:06:32, 12 Jan.    BLOCKED 1 more packets (because of Packet invalid in connection)
    14:06:31, 12 Jan.    IN: BLOCK [9] Packet invalid in connection (TCP 92.242.132.15:80->86.162.248.51:49617 on ppp0)
    14:06:29, 12 Jan.    BLOCKED 1 more packets (because of Packet invalid in connection)
    14:06:27, 12 Jan.    IN: BLOCK [9] Packet invalid in connection (TCP 173.194.67.94:80->86.162.248.51:49616 on ppp0)
    14:06:27, 12 Jan.    BLOCKED 4 more packets (because of Packet invalid in connection)
    14:06:26, 12 Jan.    IN: BLOCK [9] Packet invalid in connection (TCP 173.194.67.94:80->86.162.248.51:49611 on ppp0)
    14:06:26, 12 Jan.    BLOCKED 13 more packets (because of Packet invalid in connection)
    14:06:25, 12 Jan.    IN: BLOCK [9] Packet invalid in connection (TCP 173.194.67.94:80->86.162.248.51:49612 on ppp0)
    14:06:25, 12 Jan.    IN: BLOCK [9] Packet invalid in connection (TCP 173.194.67.94:80->86.162.248.51:49611 on ppp0)
    14:06:22, 12 Jan.    IN: BLOCK [9] Packet invalid in connection (TCP 68.232.35.229:80->86.162.248.51:49610 on ppp0)
    14:06:22, 12 Jan.    IN: BLOCK [9] Packet invalid in connection (TCP 68.232.35.229:80->86.162.248.51:49609 on ppp0)
    14:06:20, 12 Jan.    BLOCKED 1 more packets (because of Packet invalid in connection)
    14:06:19, 12 Jan.    IN: BLOCK [9] Packet invalid in connection (TCP 37.153.102.142:80->86.162.248.51:49607 on ppp0)
    14:06:19, 12 Jan.    BLOCKED 7 more packets (because of Packet invalid in connection)
    14:06:18, 12 Jan.    IN: BLOCK [9] Packet invalid in connection (TCP 54.246.154.121:80->86.162.248.51:49602 on ppp0)
    14:06:18, 12 Jan.    BLOCKED 3 more packets (because of Packet invalid in connection)
    14:06:17, 12 Jan.    IN: BLOCK [9] Packet invalid in connection (TCP 37.153.102.142:80->86.162.248.51:49603 on ppp0)
    14:05:38, 12 Jan.    IN: BLOCK [9] Packet invalid in connection (TCP 92.122.123.82:80->86.162.248.51:49594 on ppp0)
    14:05:34, 12 Jan.    IN: BLOCK [16] Remote administration (ICMP type 8 code 0 180.76.1.14->86.162.248.51 on ppp0)
    14:04:00, 12 Jan.    IN: BLOCK [9] Packet invalid in connection (TCP 54.243.90.33:80->86.162.248.51:49576 on ppp0)
    14:03:52, 12 Jan.    IN: BLOCK [9] Packet invalid in connection (TCP 217.32.28.35:80->86.162.248.51:49573 on ppp0)
    14:03:51, 12 Jan.    BLOCKED 3 more packets (because of Packet invalid in connection)
    14:03:50, 12 Jan.    IN: BLOCK [9] Packet invalid in connection (TCP 37.153.102.142:80->86.162.248.51:49566 on ppp0)
    14:01:35, 12 Jan.    BLOCKED 1 more packets (because of Packet invalid in connection)
    14:01:34, 12 Jan.    IN: BLOCK [9] Packet invalid in connection (TCP 68.232.35.229:80->86.162.248.51:49543 on ppp0)
    14:01:33, 12 Jan.    BLOCKED 5 more packets (because of Packet invalid in connection)
    14:01:32, 12 Jan.    BLOCKED 3 more packets (because of Packet invalid in connection)
    14:01:30, 12 Jan.    IN: BLOCK [9] Packet invalid in connection (TCP 37.153.102.142:80->86.162.248.51:49536 on ppp0)
    13:58:41, 12 Jan.    BLOCKED 2 more packets (because of Packet invalid in connection)
    02:04:45, 16 Dec.   <<<<<<<<<<<<<<<<<<<< Limit of uservisible log >>>>>>>>>>>>>>>>>>>>
    That is just a small sample as there is pages of it. Are they part of the Homehub's normal operation or are they a sign of an underlying problem that has caused our speed to drop?
    Thank you in advance. Any help is appreciated.

    John46, thank you for the reply. I am aware of the need not to manually restart the hub. Admittedly I did do this in the first few days after the problem arose but have since learnt of the need to leave the hub so the line management can do it's thing. The reason my statistics show 3days connection is because of the hub automatically restarting - I take it this is the DLM doing its job. Will I see a gradual improvement in download speed over the course of the 10 days or will I be stuck in the 288kpbs band until the 10th day when the speed returns to normal? In other threads people are suggesting that 3/5 days is the normal period in which you can expect to see a return to normal download speeds. Even though I have been connected for this period, and last week managed 5 days before my router automatically reset, my download speed refuses to budge. Also can someone please tell me what the entries from my hub's event log posted above mean? Is it showing an underlying problem with the hub or part of its normal operation? Thank you.

  • I got my code but when i try downloading it it says retry as net connection is slow, but i am on a high spee broadband and all the other sites are opening simultaneously then why this problem?

    I got my code but when i try downloading it it says retry as net connection is slow, but i am on a high speed broadband and all the other sites are opening simultaneously then why this problem?

    Because Apple's not spent those billions of bucks lying around on a modern, high-speed delivery system or providing DVDs for those who don't have high-speed connections or uncapped DL capabilities.

  • Slow Broadband Connection Speed

    Hi,
    I was wondering if anyone could offer some advice please.  Thanks.
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    Hi,
    Thanks very much for the quick reponse.  Thats much appreciated.
    I think these areb the figures that you have asked for
    ADSL line status
    Connection information
    Line state
    Connected
    Connection time
    0 days, 18:49:38
    Downstream
    572 Kbps
    Upstream
    747 Kbps
    ADSL settings
    VPI/VCI
    0/38
    Type
    PPPoA
    Modulation
    ITU-T G.992.3
    Latency type
    Interleaved
    Noise margin (Down/Up)
    7.3 dB / 5.3 dB
    Line attenuation (Down/Up)
    56.5 dB / 33.6 dB
    Output power (Down/Up)
    0.0 dBm / 13.0 dBm
    Loss of Framing (Local)
    17
    Loss of Signal (Local)
    198
    Loss of Power (Local)
    0
    FEC Errors (Down/Up)
    2282309 / 4294967243
    CRC Errors (Down/Up)
    1523 / 2147480000
    HEC Errors (Down/Up)
    nil / 0
    Error Seconds (Local)
    1051
    FAQ
    <script type="text/javascript">// paintProgressAndMessageOnBar(100,"The test has successfully completed" ); // </script>
      1. Best Effort Test:      -provides   background information.
               Download Speed         
               449 Kbps      
             0 Kbps          500 Kbps
        Max Achievable Speed      
             Download speed          achieved     during the test was - 449 Kbps
        For your connection, the acceptable range of speeds              is 100 Kbps-500 Kbps.
        IP Profile for your line is - 504 Kbps      
      2. Upstream Test:      -provides   background information.
               Upload Speed         
               891 Kbps      
             0 Kbps          832 Kbps
        Max Achievable Speed      
             Upload speed              achieved during the test was - 891Kbps
        Additional Information:
        Upstream Rate IP profile on your line is - 832 Kbps      

  • Slow Broadband Connection - Likely IP Profile Issu...

     Hello,
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    I have now sent an email to BT support, but the initial response suggests they are going to go through every step on the way, despite me laying out all of this.  I keen to know your thoughts on if I'm in the right diagnosis area and whether there's a quicker way to get the IP Profile reset to see if that is the issue?
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    BTW Performance Test now:
    Download speed achieved during the test was - 0.25 Mbps
     For your connection, the acceptable range of speeds is 0.1 Mbps-0.25 Mbps.
     IP Profile for your line is - 0.25 Mbps
    Upload speed achieved during the test was - 0.8Mbps
     Additional Information:
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    ASDL Line Status now:
    ADSL Line Status
    Connection Information
    Line state:  Connected
    Connection time:  12 days, 22:13:59
    Downstream:  286.3 Kbps
    Upstream:  1.016 Mbps
    ADSL Settings
    VPI/VCI:  0/38
    Type:  PPPoA
    Modulation:  G.992.5 Annex A
    Latency type:  Interleaved
    Noise margin (Down/Up):  31.5 dB / 6.0 dB
    Line attenuation (Down/Up):  13.1 dB / 8.0 dB
    Output power (Down/Up):  18.1 dBm / 12.7 dBm
    FEC Events (Down/Up):  0 / 8929
    CRC Events (Down/Up):  1 / 13883
    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 / 2794
    Error Seconds (Local/Remote):  1 / 441

    it is not an IP Profile issue as on ADSL2+the profile follows the connection speed automatically your problem is a banded profile caused by a number of hub disconnections /restarts you need to maintain a stable connection 24/7 for the next 3/5 days and then your noise margin will then start drop and your speed start to increase this link explains more http://forumhelp.dyndns.info/speed/speed_drop.html
    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
    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 Broadband connection

    How can I get a broadband speed problem properly investigated and resolved????
    We have been having problems with both broadband and telephone connections for some time and reported this problem a number of times.  Calling the 151 number is no help as after many minutes waiting I either get cut off or asked to perform all of the steps I have already completed by following the on line help.
    A BT engineer visited to fix the phone line problem and stated that he felt the problem was a ground fault that is linked to the weather.  At the time the engineer came and until the last couple of days the weather has ben fine (no rain) so the phone and broadband have been also fine.
    Over the last few days it has started to rain again and the broadband connection has immediately deteriorated.  The broadband is now constantly causing problems (regardless of time of day).  
    Our main broadband use is to stream and download video.  This is always poor and is now not possible again due to the poor connection.  We are for example unable to use BBC iPlayer, Sky Go, etc.
    This is becoming very frustrating and the useable broadband service is not acceptable.

    Thanks Edd,
    I think Ive got the stats you need below, we are using a Business Hub on our home phone line.
    We have tested the master socket and are connecting directly into it, there are no extensions.
    I've tried to run a speed but it just freezes and wont run (after entered phone number and pressed go).
    Thanks, Ian
    DSL Line (Wire Pair):
    Line 1 (inner pair)
    Downstream Rate Cap:
    16352 kbps
    Downstream Atten. at 300kHz:
    61.2 dB
    Uncancelled Echo:
    -5.8 dB
    Ok
    VCXO Frequency Offset:
    -3.0 ppm
    Ok
    Final Rx Gain:
    34.5 dB
    Ok
    Impulse Noise Comp. Tones:
    0
    Ok
    Excessive Impulse Noise:
    0
    Ok
    Impulse noise protection:
    1.11
    Delay of latency path:
    8.00 ms
    DSL DetailsDown Up
    Modem Type:
    Built in modem - ADSL
    DSL Line (Wire Pair):
    Line 1 (inner pair)
    Current DSL Connection:
    Rate:
    3408 kbs
    754 kbs
    Max Rate:
    3408 kbs
    756 kbs
    Noise Margin:
    5.6 dB
    6.0 dB
    Attenuation:
    61.9 dB
    39.4 dB
    Output Power:
    18.0 dBm
    12.4 dBm
    Protocol:
    G.DMT2 Annex A
    Channel:
    Interleaved
    DSLAM Vendor Information
    Country: {46336} Vendor: {IFTN} Specific: {48753 }
    ATM PVC:
    0/38
    Rate Cap:
    3408 kbs
    Attenuation @ 300kHz:
    61.9 dB
    Uncanceled Echo:
    -5.8 dB
    Ok
    VCXO Frequency Offset:
    -3.0 ppm
    Ok
    Final Receive Gain:
    34.5 dB
    Ok
    Impulse Noise Comp. Tones:
    0
    Ok
    Excessive Impulse Noise:
    0
    Ok

  • Ongoing Broadband connection drops and slow speed ...

    Over the last few weeks i seem to be having random issues with my Broadband connection and teh connection has become very unstable and unreliable
    The connection will randomly drop and re-establish, often at a much lower speed that it should be. I regularly get around 3 - 4MB download speed which is good for my area but often find that when it reconnections i get around 1MB. To resolve the issue i usually have to restart my hub (BT HH2) which then usually gets me back to the normal speed. 
    Luckily I do have a SamKnows box which shows this issue in a graphical form. Note how unstable the connection and speed seems to be! Surely it is not be like this?
    http://i47.photobucket.com/albums/f168/damo-gti/bbconnectionissues.jpg  
    Current line status is below. Note i had the issue this morning which ended up with me restarting the Hub again.
    ADSL line status
    Connection information
    Line state
    Connected
    Connection time
    0 days, 2:10:03
    Downstream
    4,318 Kbps
    Upstream
    1,085 Kbps
    ADSL settings
    VPI/VCI
    0/38
    Type
    PPPoA
    Modulation
    ITU-T G.992.3
    Latency type
    Interleaved
    Noise margin (Down/Up)
    15.1 dB / 6.1 dB
    Line attenuation (Down/Up)
    44.0 dB / 25.7 dB
    Output power (Down/Up)
    0.0 dBm / 12.9 dBm
    Loss of Framing (Local)
    11
    Loss of Signal (Local)
    1
    Loss of Power (Local)
    0
    FEC Errors (Down/Up)
    63722 / 5
    CRC Errors (Down/Up)
    43 / N/A
    HEC Errors (Down/Up)
    N/A / 6
    Error Seconds (Local)
    28
    All line tests i have done come back clean and there is no noise on the line. 
    Any ideas please?

    ok so i plugged my HH2 in to the test socket as suggested and today have found the connection to be more unstable than usual.... So around 45 minutes ago the connection drops and re-establishes and i get the below results:
    ADSL line statusConnection information
    Line state
    Connected
    Connection time
    0 days, 0:38:17
    Downstream
    760 Kbps
    Upstream
    1,027 Kbps
    ADSL settings
    VPI/VCI
    0/38
    Type
    PPPoA
    Modulation
    ITU-T G.992.3
    Latency type
    Interleaved
    Noise margin (Down/Up)
    33.0 dB / 8.2 dB
    Line attenuation (Down/Up)
    42.0 dB / 25.7 dB
    Output power (Down/Up)
    0.0 dBm / 13.0 dBm
    Loss of Framing (Local)
    43
    Loss of Signal (Local)
    5
    Loss of Power (Local)
    0
    FEC Errors (Down/Up)
    4 / 4294967264
    CRC Errors (Down/Up)
    0 / N/A
    HEC Errors (Down/Up)
    N/A / 0
    Error Seconds (Local)
    331
    Hide Details
    I then do a hard reboot to the hub and get the below when it comes back up:
    ADSL line statusConnection information
    Line state
    Connected
    Connection time
    0 days, 0:06:04
    Downstream
    5,600 Kbps
    Upstream
    1,111 Kbps
    ADSL settings
    VPI/VCI
    0/38
    Type
    PPPoA
    Modulation
    ITU-T G.992.3
    Latency type
    Interleaved
    Noise margin (Down/Up)
    11.9 dB / 5.5 dB
    Line attenuation (Down/Up)
    43.5 dB / 25.6 dB
    Output power (Down/Up)
    0.0 dBm / 12.7 dBm
    Loss of Framing (Local)
    0
    Loss of Signal (Local)
    0
    Loss of Power (Local)
    0
    FEC Errors (Down/Up)
    77 / 0
    CRC Errors (Down/Up)
    8 / N/A
    HEC Errors (Down/Up)
    N/A / 9
    Error Seconds (Local)
    1
    To me this is suggesting a problem with the line/BB connection, would this assumption be correct?

  • Trying to get broadband connected...

    Hello,
    I'm writing this in the hope that someone can help me. I placed an order for a combined TV, phone and broadband on 14th May and was given a connection date of 31st May between 8am and 1pm. I took the day off work and at 10 am 2 BT openreach vans parked outside my house. I went down to ask if either of them were there to connect me and they said neither of them was. A courier arrived at this point with all the equipment and I was advised to call and check on the engineer status. I called at 1pm to say nobody had arrived and they apologised, offered a £10 compensation and said that the IT system was down for the engineers so they couldn't access the log but guaranteed that an engineer would attend later that day before 5pm.
    I called back at 5 as nobody had arrived and was told that the engineer had reported it as being unable to gain access due to customer not being present. I was absolutely livid at hearing this and demanded that an engineer attend that evening only to be told that they'd finished work for the weekend and Tue 4th June would be the earliest. I asked to submit a formal complaint and the manager that I spoke to in the technical department said that he would note my dissatisfaction and email my partner, whose name the account is in, with confirmation of what they were doing to resolve the issue as well as details of his name, department and position along with the same info on the other operators that I had spoken to. No such email was received but we did get a text to say that we would be connected on Thursday 6th June!
    My partner called on Monday to ask why she'd not received the email and to check exactly when we were getting connected as we would again have to take time off work. She was told that the text was wrong and that it would indeed be Tue 4th June. She managed to arrange to work from home that day at the last minute and an engineer duly attended but only activated the phone line and, when asked about the internet, said it was "nothing to do with him".
    I called BT that afternoon to clarify what was happening with the broadband and was told to not worry, that the service would go live within 12 hours of the engineer visit. I waited the 12 hours and called to check, only to be told that the service had been cancelled by someone in an administrative error and that it would be 2-3 weeks before we could expect connection. I was once again very angry at this news and asked to once again submit a formal complaint. I was told the complaints team was closed and would have to call back the following day.
    On Wed 5th June, I called and asked for an explanation as to why the order had been cancelled. I received no explanation and asked to speak to the manager. They said that the manager was on another call and would call me back ASAP. I waited 45 mins and called back, they reiterated that a manager would be calling me ASAP. I waited another 45 mins and still no call. I called back again and spoke with a guy called Stephen in technical, who gave me his personal assurance that the service would be connected within 48 hours of the call. He said he was taking personal responsibility for the case and that I had no further need to contact them. I took him at his word and kept a check on the homehub router for changes.
    On the Thursday 6th June, the 'broadband' light went from flashing orange to constant red which, according to the set-up guide, meant that the broadband was active but the username was incorrect. I called to check this with technical and was told that this was incorrect and that red just meant that the broadband line was inactive. He checked further and said the order was still showing as cancelled which again caused me to get a little angry over the repeated misinformation and having to make so many calls regarding the situation. I again asked to make a complaint and again was told the department was closed.
    I called again on Friday 7th June, after 12 which meant the 48 hours had elapsed and therefore the operator, Stephen, had not held to his promise to personally oversee the case. I asked to be put through to cancellations, explained the situation for about the 15th time and asked for all the monies that we had paid BT so far to be refunded, along with the £45 that we had spent on BT public WiFi since the 14th May and also compensation to cover my loss of earnings in taking the day off on Friday 31st unnecessarily as well as the bills that we had run up on our mobiles contacting them regarding the situation. They apologised again and put me through to someone in the technical Dept that guaranteed me that they would speak with openreach and get someone out that day. They also took my mobile number and said they would call me back at 4pm with an update. 4pm came and went with no call back so I called once more and requested a refund and compensation. They said that the technical team were definitely acting on the situation and if I held on a little longer, they would make sure the lady I had spoken to would call me. Needless to say, I got no call.
    I called again on Saturday 8th June and spoke with someone called Darren in customer retention who said he was sorry that I'd been treated so poorly and gave me a number to call direct on Monday morning to speak with someone regarding the matter. He said that they needed one more chance to put it right.
    I called on Monday 10th June and spoke with a customer options Dept operator who said that the order was still showing as cancelled and that he would have to place a fresh order which would take 2-3 weeks. I had lost patience by this point and asked to be put through to cancellations, they listened to the story once more and put me through to another Dept where an operator reiterated that they could process the connection in 48 hours. I said that was no longer acceptable as I'd been assured twice the previous week of this and it hadn't transpired. He then said his manager might be able to get it done that day and put me through to him. His manager said that 2-3 working days was the quickest that it could be done. 
    I asked to go back to cancellations, reiterated the refund and compensation I expected and was told that I would have to speak with billing about it. I got put through to billing and the guy I spoke to took all the security details but refused to go further unless I told him the payment method used by my partner, saying that the bank name and the fact that it was a debit card wasn't enough. I took his number and got my partner to call but it just rings out at the number he gave us. I called back again and spoke with cancellations. The girl I spoke to there said that she would personally try and sort it out for me. She went off the phone to speak with the various departments and came back saying that the order was still open and that the service should be getting connected in the next 48 hours. She said that she'd call me tomorrow to check if it was connected and gave me a number fro openreach saying that usually it would only be BT operators that could speak to them but this was a public number and that someone might help me out.
    I called openreach and the operator said that she dealt with fallen cable poles and holes in the street and that she had no way of helping me and advised me to speak to BT - sigh!
    Here's what I think is reasonable - that someone at BT could speak with someone at openreach and, given that the engineers are just as responsible for the delay as the BT operators, arrange to get me connected either today or tommorow. If this can't be done, I think that I should reasonable expect BT to:
    refund all the monies paid to them for the package and the up-front line rental
    refund the £45 that we've spent on the public BT wifi that should have been free as we had signed a contract with them back on the 14th May
    pay for the costs of our calls to them through our mobile providers
    compensate me for loss of earnings for the day that I took off to wait on an openreach engineer who fraudulently claimed that I wasn't home
    I think that, given the level of stress that this has put both me and my partner under (we both need to work from home and this has proven very difficult for us as we live in a rural area and have to rely on the public wifi otherwise), coupled with the amount of time that I've spent trying to sort it our, that this is the least we should expect.
    One of the biggest issues with cancelling the order for me is that there are simply no alternatives in the area. For our postcode of PH15 2AA, I've been told by Talk Talk, SKY and Virgin Media that they can't provide the service as BT charge them £17 a month to utilise the infrastructure therefore they don't offer their services in my area. This would seem then, that BT have a monopoly on the broadban for the area which I understood to be illegal under UK trading legislation.
    Does anyone on this forum have any advice at all for me or know of where I can find out alternative ISP's? Uswitch and all the other checkers show that there are a number of ISP's in the area but when I contact them directly they all say the same thing...
    Please help - I'm starting to go a little crazy with all this! (I know that some people are reporting that they have waited weeks for connection but I simply can't accept that...)

    Well, now we're back to square one - we spent another hour on the phone to BT yesterday and the best they could do was to restart the whole order process from scratch as the orders team had no record of an order ever being placed. I spent yet another frustrating, fractured 20 minutes initially trying to get some sense out of the Indian call centre and the guy that I spoke to in cancellations himself admitted that it was a nightmare trying to get a straight answer out of them. This follows another person in cancellations admitting that they got just as frustrated with the other departments being poorly organised and hard to communicate with. I'd just like to underline the fact that I have no problem with BT outsourcing their call centres to other countries and no problem with people from those countries being tasked with the admin of the order process or customer service. I previously had experience of using the Dutch technical team that ran Be Unlimited's service and they were fantastic - great communicators, well-organised and able to rectify my problem within hours.
    The fact is that everyone that I've spoken to in either the orders department or technical department rattles out the same spiel that they must be reading off some card in front of them like a robot. They don't actually listen to what I'm telling them and they obviously have no form of administrative infrastructure that allows them to work efficiently. I have to go through the same process every time, explaining the whole story from the beginning and being given the same empty platitudes and promises every time by yet another office drone. The inter-departmental communications are non-existent and BT's whole systematic processes are abysmal. The whole corporation needs re-organising from the ground up and surely can't continue to be a profitable business for much longer if the volume of customer complaints and despairing posts on this very forum are anything to go by.
    To reiterate:
    Order placed 14th May, connection date 31st May - engineer to attend between 8 am and 1 pm 
    31st May, courier delivers hardware, engineers parked outside my house for 3 hours, neither of them assigned to the job, call BT after time window of visit expires and am assured an engineer will attend. Call back after 5 and told that the engineer claimed he couldn't gain entry and all engineers are finished for the day until Monday (despite an engineer attending my work which is located 5 doors down to fix our business broadband connection on a Saturday, less than 3 hours after I called). Make formal complaint and am assured engineer will attend on 4th June and internet will be connected same day
    Engineer attends 4th June, claims broadband nothing to do with him, call BT and assured that service will activate later that day, service does not commence and am told the order appears to be cancelled when I call to check. Make formal complaint and am told someone will call me next day, so provide my number
    5th June, no call so phone to check/complain - am told manager will call back ASAP. Wait 45 mins, no call. Call back, am reassured that someone will call. Wait 45 mins, no call. Call back again, speak to 'Steven' in orders who apologises and tells me he's going to personally oversee a fast-track of the order that will see it connected in 48 hours and that I have no further need to call them.
    Call on 6th June after a change on the homehub router lights to check if this is the service being activated. Am told that the order is still showing as cancelled. Make another formal complaint and am assured that someone will call me back next day.
    7th June, nobody calls and the 48-hour window expires. Call to check on status/complain and I'm told the order is still cancelled by orders dept. Ask to be put through to cancellations to get the service cancelled and get a refund, am told that order has not been cancelled. I'm put through to 'senior manager' in order department who guarantees connection that day and that she herself will call at 4pm to confirm. 4pm comes and goes - no call. Call BT to check/complain/cancel order - speak with cancellations who ask for more time and say they will make sure the woman from orders dept calls me. Wait for rest of night - no call.
    8th June, phone and speak to Darren in cancellations, he asks that I give them one more chance to fix things and gives me the customer options direct number to call on Mon 10th June
    Call BT on Mon 10th June, am told that the order has been cancelled and that they will have to place new order. Try to cancel and get refund, once again talked into giving them 48 hours to connect the service. Spend 4.5 hours on phone trying to get answer to why the service has been delayed/order cancelled. Start to receive random calls on landline, am told that this is the engineer at the junction box testing the line and that he's found a fault which is why the connection has been delayed. Told that service will definitely be activated within 48 hours. I'm also told that someone will call on 11th June with an update.
    11th June - no call
    Call BT on 12th June to check on connection, told again that order has been cancelled and really start to get angry now. Make another formal complaint and am told that specialist team has been assigned to investigate the case and they will call the next day to let me know what's happening.
    13th June - no call. Call BT to check/complain/attempt to cancel and get stuck in the usual run-around with Indian call centre. Don't get anywhere but am one again assured that specialist team are on the case and they'll call me the next day but that they've finished for the day so I can't speak to them.
    14th June - no call. Call BT to check/complain/attempt cancellation/make empty threats and am informed that they have no record of an order ever being placed. I freak out and get slightly abusive with operator. Get through to cancellations and speak with 'Steve'. He spends a long time talking to orders dept on my behalf and comes back to say that he will have to start order process from scratch all over again which will take 5 working days. Make another formal complaint. I ask him to check on previous complaint references, he does and says "yes, there's a note here for someone to call you.......today". I ask him what is the point of submitting formal complaints when they aren't even looked at and he tells me it's a 10-day process - I ask why the complaint that I registered on 31st May hasn't been dealt with as that's more than10 days and he has no answer.
    Now if you can tell me that this is in any way a reasonable way to treat someone who is paying for you to provide a service then we live on different planets. There is no way that the customer care team can rectify this other than serious compensation which will have to be a **bleep** sight better than the 2 months free line rental that we've been offered so far. I have never had a worse experience as a customer anywhere, with any company. I've travelled in the 3rd world and even there, the utilities companies purvey a vastly superior service than this supposedly flagship company of British technology and communications. I asked an operator if he thought that it was ironic that a telecommunications company couldn't get it together to make a phone call to me after more than 10 promises to do so, unsurprisingly he didn't get it. BT stands for something but my brain lacks the energy to come up with an acronym that is suitably abusive. 

  • Home hub 3, broadband connection dropping

    Hi, just a few days ago I recived my new home hub 3. The reason I wanted the upgrade from the hub 1 is because the broadband connection would drop and also the old hub would reset it self constantly.
    The new hub is much better in terms of not resetting itself, if i try and watch something on 4od etc, youtube, it feels like any stress and the braodband connection drops, I had this on the old hub but it feels like its happening more now.
    So much so I decided to make a paint version of my wiring so someone can maybe help me out.
    http://i144.photobucket.com/albums/r173/guysy1110/​routerproblem.png
    Sorry the paint image came out much smaller than I wanted.
    The main phone line is dowstairs in the lounge, its split into 2 using a 2 way splitter, one goes to the main phone which has a microfilter attached, the other plug leads up to the spare room and there a phone box (sorry not sure what its called) is in place, this box was split into another one because a long time ago there was a router that lived in the spare room (the split box is unused). Probably confusing people now, but the main box upstairs in the spare room is extended into my room and then a microfilter is used and then goes into the hub.
    The extension cable is FAR too long, possibly 10m of cable wound up and tucked behind the drawers. Could this be a problem? I guess so.
    So my main questions are, if both the router and main phone have new microfilters on, what other causes could keep my router dropping the broadband connection? the extension into my room is FAR too long possibly 10m which is wound up behind my drawers, first off im going to get a shorter cable. 
    Also the microfilter is closest to the hub, would it be better at the first source downstairs, or even in the spare room?
    Any suggestions would be great. thanks.

    Im reviving this thread, so far from the phone box upstairs Ive shortened the cable, It still goes into my room but now instead of having a ridiculous 15m amount of calbing unused Its a straight 3m from the other room to mine.
    This has slightly improoved things.
    However the hub still suffers and drops the broadband connection when under "stress" when the phone rings it sometimes drops, and when downloading files it drops halfway through if the file is large which is a massive pain.
    On the downstairs master socket I removed the facia and did a quiet line test on the inside socket, there was no noise. I used a corded phone. I wasnt sure if it mattered but I tested all other sockets using this method and none had any noise.
    I phoned BT and was advised to take the hub closest to the master socket, but if i do this I have no wireless card in my PC so cannot connect, The obvious option is to get a wireless card but that will cost money. As will buying the power lines.
    Any suggestions? I guess plugging the hub in downstairs and trying to connect to something is the best option.
    Any advice please?

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