Broadband Constantly dropping since Broadband Talk...
Firstly - if anyone from BT reads this and cares about customer service and support, get a grip it is the worst support I have ever had the need to contact!
Two weeks ago I finally swap my fully working and stable Netgear router over to a Home Hub, with the intention of getting rid of my Vonage VOIP service (which works a treat, but costs!) and use the Broadband talk service. The hub and phone arrived on the 10th (I think) and plugg in and all worked well ... however it would seem that I did not have the required broadband talk number and password. It took nearly two weeks of long phone calls to various people getting no where, when finally last night they activated it and sent out the relevant information via email!
However now my broadband connection is constantly dropping, and broadband talk light sometimes goes back to blue, but often just stays at orange ... and as the broadband is dropping (as I type, but hopefully I'll get a window to post it in) my internet connection is now useless.
Performing the line check on the BT website said there was a fault and gave me a reference number and a number to call. That's when two and half hours of passing around started. They tell me I don't have a line fault, that it is a fault at my end.... they seem **bleep** bent on finding something they can blame it on. Are you connected via wireless or ethernet, well I have both. Which operating system, well I have Seven, Vista, XP Pro, 98, Me, an PS3 and an Iphone. Then we move down the it must be the cables to the socket in the house (well not changed since last night when BBT was activated!), and then I have to move the cupboard in the hall to get access to the master socket to tell them what it looks like! What is the point of that one!!
I am told that it is purely a coincidence that it dropped when the BBT was activated (one **bleep** of a coincidence!) and after much more discussion finally I was told that he was 'honestly sorry' that I had a problem, and would book an engineer to look at it tomorrow between 8am and 1pm, but they need 48 hours to resolve it! Basic maths that one!
Has anyone else experienced these problems? Why is BT customer support so scripted and if your problems don't follow the tick boxes they are lost, and just start again? If I pay my phone bill late, I get charged a fee for doing so ... what compensation do I get for loss of service?
The broadband lights finally came back on so I'll try the post option.
Further to my last, this is a section of the event log from the router, the VOIP certainly appears to be having a problem..... (I've removed my phone number so the ***'s are normally a number.
12:50:11 24 Sep
VOIP: [2.0A] [************] [FXS DECT1 DECT2 DECT3 DECT4 DECT5] 400 Too many contacts - SIP message received
12:50:11 24 Sep
VOIP: [2.0A] [************] [FXS DECT1 DECT2 DECT3 DECT4 DECT5] REGISTER - SIP message sent
12:50:10 24 Sep
FIREWALL event (1 of 1): deleted rules
12:50:10 24 Sep
xDSL linestate up (ITU-T G.992.1; downstream: 8128 kbit/s, upstream: 448 kbit/s; output Power Down: 13.8 dBm, Up: 12.1 dBm; line Attenuation Down: 13.0 dB, Up: 6.0 dB; snr Margin Down: 22.0 dB, Up: 7.6 dB)
12:49:58 24 Sep
FIREWALL event (1 of 1): created rules
12:49:58 24 Sep
xDSL linestate down
12:49:58 24 Sep
VOIP: [2.0A] [************] [FXS DECT1 DECT2 DECT3 DECT4 DECT5] REGISTER - SIP message sent
12:49:43 24 Sep
VOIP: [2.0A] [************] [FXS DECT1 DECT2 DECT3 DECT4 DECT5] 200 OK - SIP message received
12:49:42 24 Sep
VOIP: [2.0A] [************] [FXS DECT1 DECT2 DECT3 DECT4 DECT5] REGISTER - SIP message sent
12:49:42 24 Sep
VOIP: [2.0A] [************] [FXS DECT1 DECT2 DECT3 DECT4 DECT5] 401 Unauthorized - SIP message received
12:49:42 24 Sep
VOIP: [2.0A] [************] [FXS DECT1 DECT2 DECT3 DECT4 DECT5] REGISTER - SIP message sent
12:47:07 24 Sep
VOIP: [2.0A] [100] [] 404 Not Found - SIP message sent
12:47:07 24 Sep
VOIP: [2.0A] [100] [-] OPTIONS - SIP message received
12:44:42 24 Sep
VOIP: [2.0A] [************] [FXS DECT1 DECT2 DECT3 DECT4 DECT5] 400 Too many contacts - SIP message received
12:44:42 24 Sep
VOIP: [2.0A] [************] [FXS DECT1 DECT2 DECT3 DECT4 DECT5] REGISTER - SIP message sent
12:44:41 24 Sep
FIREWALL event (1 of 1): deleted rules
12:44:41 24 Sep
xDSL linestate up (ITU-T G.992.1; downstream: 8128 kbit/s, upstream: 448 kbit/s; output Power Down: 13.8 dBm, Up: 12.1 dBm; line Attenuation Down: 13.0 dB, Up: 6.0 dB; snr Margin Down: 22.0 dB, Up: 7.3 dB)
12:44:28 24 Sep
LOGIN User Basic logged in on [HTTP] (from 192.168.1.66)
12:44:24 24 Sep
FIREWALL event (1 of 2): created rules
12:44:24 24 Sep
xDSL linestate down
12:43:10 24 Sep
CONFIGURATION saved by TR69
12:43:02 24 Sep
SNTP Synchronised to server: 213.123.20.170
12:42:42 24 Sep
VOIP: [2.0A] [************] [FXS DECT1 DECT2 DECT3 DECT4 DECT5] 400 Too many contacts - SIP message received
12:42:42 24 Sep
FIREWALL event (1 of 1): deleted rules
12:42:41 24 Sep
VOIP: [2.0A] [************] [FXS DECT1 DECT2 DECT3 DECT4 DECT5] REGISTER - SIP message sent
12:42:40 24 Sep
PPP link up (Internet) [86.129.29.132]
12:42:40 24 Sep
PPP CHAP Chap receive success : authentication ok
12:42:40 24 Sep
PPP CHAP Receive challenge (rhost = ESR5.Sheffield3)
12:42:36 24 Sep
xDSL linestate up (ITU-T G.992.1; downstream: 8128 kbit/s, upstream: 448 kbit/s; output Power Down: 13.8 dBm, Up: 12.1 dBm; line Attenuation Down: 13.0 dB, Up: 6.0 dB; snr Margin Down: 22.0 dB, Up: 7.5 dB)
12:42:35 24 Sep
LOGIN User Basic logged in on [HTTP] (from 192.168.1.66)
12:42:27 24 Sep
LOGIN User Basic logged in on [HTTP] (from 192.168.1.66)
12:42:23 24 Sep
xDSL linestate down
12:42:17 24 Sep
LOGIN User Basic logged in on [HTTP] (from 192.168.1.66)
12:42:04 24 Sep
xDSL linestate up (ITU-T G.992.1; downstream: 8128 kbit/s, upstream: 448 kbit/s; output Power Down: 13.8 dBm, Up: 12.0 dBm; line Attenuation Down: 13.0 dB, Up: 6.0 dB; snr Margin Down: 22.0 dB, Up: 7.4 dB)
12:41:58 24 Sep
LOGIN User Basic logged in on [HTTP] (from 192.168.1.66)
12:41:51 24 Sep
xDSL linestate down
12:41:49 24 Sep
LOGIN User Basic logged in on [HTTP] (from 192.168.1.66)
12:41:29 24 Sep
PPP link down (Internet) [86.129.24.10]
12:41:06 24 Sep
VOIP: [2.0A] [************] [FXS DECT1 DECT2 DECT3 DECT4 DECT5] 400 Too many contacts - SIP message received
12:41:05 24 Sep
VOIP: [2.0A] [************] [FXS DECT1 DECT2 DECT3 DECT4 DECT5] REGISTER - SIP message sent
12:41:05 24 Sep
FIREWALL event (1 of 1): deleted rules
12:41:04 24 Sep
xDSL linestate up (ITU-T G.992.1; downstream: 8128 kbit/s, upstream: 448 kbit/s; output Power Down: 13.8 dBm, Up: 12.1 dBm; line Attenuation Down: 13.0 dB, Up: 6.0 dB; snr Margin Down: 22.0 dB, Up: 7.5 dB)
12:40:48 24 Sep
FIREWALL event (1 of 1): created rules
12:40:48 24 Sep
xDSL linestate down
12:38:06 24 Sep
VOIP: [2.0A] [************] [FXS DECT1 DECT2 DECT3 DECT4 DECT5] 400 Too many contacts - SIP message received
12:38:06 24 Sep
VOIP: [2.0A] [************] [FXS DECT1 DECT2 DECT3 DECT4 DECT5] REGISTER - SIP message sent
12:38:05 24 Sep
FIREWALL event (1 of 1): deleted rules
12:38:05 24 Sep
xDSL linestate up (ITU-T G.992.1; downstream: 8128 kbit/s, upstream: 448 kbit/s; output Power Down: 13.8 dBm, Up: 12.2 dBm; line Attenuation Down: 13.0 dB, Up: 6.0 dB; snr Margin Down: 23.0 dB, Up: 7.5 dB)
12:37:50 24 Sep
FIREWALL event (1 of 1): created rules
12:37:50 24 Sep
xDSL linestate down
12:35:20 24 Sep
VOIP: [2.0A] [************] [FXS DECT1 DECT2 DECT3 DECT4 DECT5] 400 Too many contacts - SIP message received
12:35:20 24 Sep
VOIP: [2.0A] [************] [FXS DECT1 DECT2 DECT3 DECT4 DECT5] REGISTER - SIP message sent
12:31:56 24 Sep
LOGIN User admin logged in on [HTTP] (from 192.168.1.66)
12:30:20 24 Sep
VOIP: [2.0A] [************] [FXS DECT1 DECT2 DECT3 DECT4 DECT5] 400 Too many contacts - SIP message received
12:30:20 24 Sep
VOIP: [2.0A] [************] [FXS DECT1 DECT2 DECT3 DECT4 DECT5] REGISTER - SIP message sent
12:30:19 24 Sep
FIREWALL event (1 of 1): deleted rules
12:30:19 24 Sep
xDSL linestate up (ITU-T G.992.1; downstream: 8128 kbit/s, upstream: 448 kbit/s; output Power Down: 13.8 dBm, Up: 12.1 dBm; line Attenuation Down: 13.0 dB, Up: 6.0 dB; snr Margin Down: 22.0 dB, Up: 7.4 dB)
12:30:02 24 Sep
FIREWALL event (1 of 1): created rules
12:30:02 24 Sep
xDSL linestate down
12:29:05 24 Sep
CONFIGURATION saved by TR69
12:28:33 24 Sep
[CWMP] Too many AUTHENTICATION FAILURES CPE -> ACS.
12:28:30 24 Sep
VOIP: [2.0A] [************] [FXS DECT1 DECT2 DECT3 DECT4 DECT5] 400 Too many contacts - SIP message received
12:28:30 24 Sep
VOIP: [2.0A] [************] [FXS DECT1 DECT2 DECT3 DECT4 DECT5] REGISTER - SIP message sent
12:28:29 24 Sep
FIREWALL event (1 of 2): deleted rules
12:28:29 24 Sep
xDSL linestate up (ITU-T G.992.1; downstream: 8128 kbit/s, upstream: 448 kbit/s; output Power Down: 13.8 dBm, Up: 12.1 dBm; line Attenuation Down: 13.0 dB, Up: 6.0 dB; snr Margin Down: 22.0 dB, Up: 7.5 dB)
12:28:15 24 Sep
FIREWALL event (1 of 2): created rules
12:28:15 24 Sep
xDSL linestate down
12:27:53 24 Sep
VOIP: [2.0A] [************] [FXS DECT1 DECT2 DECT3 DECT4 DECT5] 400 Too many contacts - SIP message received
12:27:53 24 Sep
VOIP: [2.0A] [************] [FXS DECT1 DECT2 DECT3 DECT4 DECT5] REGISTER - SIP message sent
12:27:52 24 Sep
PPP link up (Internet) [86.129.24.10]
12:27:52 24 Sep
PPP CHAP Chap receive success : authentication ok
12:27:51 24 Sep
PPP CHAP Receive challenge (rhost = ESR5.Sheffield3)
12:27:47 24 Sep
LOGIN User Basic logged in on [HTTP] (from 192.168.1.66)
12:27:41 24 Sep
LOGIN User Basic logged in on [HTTP] (from 192.168.1.66)
12:27:40 24 Sep
xDSL linestate up (ITU-T G.992.1; downstream: 8128 kbit/s, upstream: 448 kbit/s; output Power Down: 13.8 dBm, Up: 12.1 dBm; line Attenuation Down: 13.0 dB, Up: 6.0 dB; snr Margin Down: 23.0 dB, Up: 7.3 dB)
12:27:35 24 Sep
LOGIN User Basic logged in on [HTTP] (from 192.168.1.66)
12:27:32 24 Sep
PPP link down (Internet) [86.137.179.222]
12:27:29 24 Sep
LOGIN User Basic logged in on [HTTP] (from 192.168.1.66)
12:27:27 24 Sep
xDSL linestate down
12:27:08 24 Sep
VOIP: [2.0A] [************] [FXS DECT1 DECT2 DECT3 DECT4 DECT5] REGISTER - SIP message sent
12:27:08 24 Sep
FIREWALL event (1 of 2): deleted rules
12:27:08 24 Sep
xDSL linestate up (ITU-T G.992.1; downstream: 8128 kbit/s, upstream: 448 kbit/s; output Power Down: 13.8 dBm, Up: 11.9 dBm; line Attenuation Down: 13.0 dB, Up: 6.0 dB; snr Margin Down: 22.0 dB, Up: 7.5 dB)
12:26:55 24 Sep
FIREWALL event (1 of 2): created rules
12:26:54 24 Sep
xDSL linestate down
12:26:54 24 Sep
VOIP: [2.0A] [************] [FXS DECT1 DECT2 DECT3 DECT4 DECT5] REGISTER - SIP message sent
12:26:07 24 Sep
VOIP: [2.0A] [************] [FXS DECT1 DECT2 DECT3 DECT4 DECT5] 200 OK - SIP message received
12:26:06 24 Sep
VOIP: [2.0A] [************] [FXS DECT1 DECT2 DECT3 DECT4 DECT5] REGISTER - SIP message sent
12:26:06 24 Sep
VOIP: [2.0A] [************] [FXS DECT1 DECT2 DECT3 DECT4 DECT5] 401 Unauthorized - SIP message received
12:26:06 24 Sep
VOIP: [2.0A] [************] [FXS DECT1 DECT2 DECT3 DECT4 DECT5] REGISTER - SIP message sent
12:26:05 24 Sep
xDSL linestate up (ITU-T G.992.1; downstream: 8128 kbit/s, upstream: 448 kbit/s; output Power Down: 13.8 dBm, Up: 12.0 dBm; line Attenuation Down: 13.0 dB, Up: 6.0 dB; snr Margin Down: 22.0 dB, Up: 7.2 dB)
12:25:53 24 Sep
xDSL linestate down
12:25:53 24 Sep
VOIP: [2.0A] [************] [FXS DECT1 DECT2 DECT3 DECT4 DECT5] REGISTER - SIP message sent
12:25:24 24 Sep
VOIP: [2.0A] [************] [FXS DECT1 DECT2 DECT3 DECT4 DECT5] 200 OK - SIP message received
12:25:24 24 Sep
VOIP: [2.0A] [************] [FXS DECT1 DECT2 DECT3 DECT4 DECT5] REGISTER - SIP message sent
12:25:24 24 Sep
VOIP: [2.0A] [************] [FXS DECT1 DECT2 DECT3 DECT4 DECT5] 401 Unauthorized - SIP message received
12:25:24 24 Sep
VOIP: [2.0A] [************] [FXS DECT1 DECT2 DECT3 DECT4 DECT5] REGISTER - SIP message sent
12:25:23 24 Sep
FIREWALL event (1 of 1): deleted rules
12:25:23 24 Sep
xDSL linestate up (ITU-T G.992.1; downstream: 8128 kbit/s, upstream: 448 kbit/s; output Power Down: 13.8 dBm, Up: 12.1 dBm; line Attenuation Down: 13.0 dB, Up: 6.0 dB; snr Margin Down: 22.0 dB, Up: 6.9 dB)
12:25:17 24 Sep
LOGIN User Basic logged in on [HTTP] (from 192.168.1.66)
12:25:10 24 Sep
FIREWALL event (1 of 1): created rules
Similar Messages
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Broadband constantly dropping out
My broadband constantly drops out. I am paying a fortune to BT to provided an unlimited broadband service and during watching one film this morning I've had to reboot my router 6 times so far and I'm still only half way through watching it. On top of randomly losing connection, when ever the phone rings connection is lost. Can anyone help. Really don't wish to call BT because I've spent hours getting no where with then before, on other issues.
welcome to the BT community forum where customers help customers and only BT employees are the forum mods
resetting your connection is the worst thing you can do and only makes matters worse.
in order for the forum members to help please can you post the adsl stats from your router you may need to 'show detail' to get all stats (if hub enter 192.168.1.254 in your browser and navigate to adsl or if HH4/5 then go to troubleshooting then logs and you are looking for 2 line together when hub last connected to internet and they will show your connection speed and noise margin or if netgear enter 192.168.0.1). Then run btspeedtester (MAC users may have problems). when first test completes then run diagnostic test and post the results ( do not reset the router).
are you connected directly via a filter to the NTE5 master or test socket or to somewhere else? Is the master the only phone socket in your home? If you conenct to test socket with a new filter and receiving a phone call drops your internet connection then you have a high resistence fault and need to report a phone fault to 151 not broadband fault. get this fixed and connection will improve
Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal
Someone may then be able to offer help/assistance/suggestions to your problem
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’. -
What's happening with BT Broadband Talk??
When I joined BT some years ago I was advised to use BT Broadband Talk, as this was a VOIP service the calls made via BT Broadband Talk were cheaper than made via a landline (at least that was what they told me when they sold this to me).
Recently I found out that the call rates for Broadband Talk calls and landline calls are the same, but also that some of my calling plan features do NOT apply to Broadband Talk calls!!
As I have been using only my Broadband Talk number to make calls, I was just paying for calling plans while they were not being applied on my calls. I don't know when BT all changed this, but it looks to me like they are phasing out the whole BT Broadband Talk service!
Can anyone let me know what is happening with Broadband Talk???
(I guess I better use skype anyway...)That's indeed what I thought but when I was chatting with a BT support person, this was what she told me (copied from the chat log):
"Quatta: Can you send me the international calling rates to Netherlands, Spain, Belgium and Germany when calling from the main line vs when calling from the broadband talk line?
Junaid : the prices are same if you call from land line or bt talk broadband i will tell you the charges bare with me
Quatta: Okay thanks - yes please send me the rates
Junaid : Netherland-2.50, Spain-2.50, Belgium-2.50 and Germany-2.50 all the amount is 2.50 pence."
After this i search the bt site to see whether BT BB-Talk had cheaper internatonal rates listed (as i did not trust this chat-reply) but no where on the site you find seperate BT BB-Talk rates for international calls. This chat happened on dec-7, 2011 - that's why i started thinking that BT is making this voip service less attractive so that their existing customers drop out on it and they can terminate it (as they already stopped taking on / promoting BB-talk to new clients). So don't think the cheap calls advantage is there anymore. cheers Rob -
BT Broadband Talk Softphone - Username change to T...
Hello Everyone. One to raise the blood pressure.
I have been happily using BT Broadband Talk Softphone for over 2 years & have been logging on using a text user-name. Over this period I have generated a large contact list and history. In particular, I use the history for billing clients and supporting queries - this is critical information. The PC concerned is backed up every night so I have no worries over data loss.
Approximately 48 hours ago I was unable to logon using my text username. I am now only able to logon using the telephone number and relevant password which works correctly.
I have just spent an incredibly frustrating 75 minutes with BT Broadband Technical Support who, in the end, pointed me to these forums to get a solution. They say that text usernames have not been used for approaching 2 years and this problem relates to an upgrade. I have NOT upgraded or changed anything.
I now have two sub-folders under 'C:\Users\My Name\AppData\Roaming\BT\BT Broadband Talk Softphone\' - one for the telephone number, one for my text username. Each folder contains 'contacts-resource-list.xml' and 'history.cps'. These files are not in text format.
How do I either open BT Broadband Talk Softphone with my old text username or get the data from my old 'history.cps' ?? I have tried copying data & renaming folders - there is obviously a link between the username/password and the data files.
Thanks in anticipation ....
GraemeHi Graeme,
I have drop you a reply to your email. I have been in contact with the BT Softphone team, they have confirmed that username function has been reinstated and you should now be able to log onto your Softphone account using your username. Please come back to me and let me know if you are still having any issues.
Thanks
Paddy
BTCare Community Mod
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-) -
What are the advantages of BT Broadband Talk?
Before it used to be that using the SIP phone you got free calls after 6PM.
Since then the standard line rental package now seems to include it and of course last month it was pushed out to 7PM!
I forgot and got £25 broadband talk bill, but what benefits are their now to use the Broadband Talk over the normal cordless phone on my land line???Redflake wrote:
IanC wrote:
Teenage offspring can chat with thier buddies all night for free, without tieing up the landline.
They could also chat all day and cost you a packet.
They can do that with a landline just as easily and last time I checked, most of the call charges were the same. -
Renewal of Broadband Option 3/ Broadband Talk disa...
Where to start...
On Thursday we decided to contact BT about renewing our Broadband Contract for another year and enabling BT Sport on our Sky box. Sky had spontaneously offered a great deal to switch to their BB but we were happy with BT after having Option 3 and Anytime Broadband Talk calls for some years.
I did explain the reason why we had the package we did to the person on renewals. I am a carer for my mother who after a major stroke is paralysed and bedbound and has very limited communication. We need daily contact with hospitals, carers etc (hence paying for a 24/7 call package).
I explained we had just one phone. Not a landline phone. A BT 750 using Broadband anytime talk catering to her needs.
We were given a renewal figure, asked if we wanted to save money by paying line rental in advance - so I paid £141 for this purpose.
The lady tried to set up BT Sports using our Sky card number without success but said there was a procedure form to send to Sky to resolve this.
An hour afterwards I tried to use our BT 750 and got a message saying 'You cannot make or receive calls on this phone'. I rebooted our old hub, twice, without success then called BT. I had to use my mobile and used up all my credit. As a carer it is five days before I can leave the house to get more as carers give me 2 hours per week when they take over so I can go to shops etc.
In desperation as to what to do I tried pressing 5 (as you could do to get a landline call) - though, as I had told the person renewing us, we never used our landline as we paid for a 24/7 anytime call package on broadband so why would we.
This got a signal and I gambled on calling BT this way (hoping an 0800 number to be free even on the landline - as it was NOT free on my mobile).
It took almost 3 hours and countless holds being passed throgh about 8 different people around the world but nobody could fully resolve what had happened.
I was told that I should have had a letter about Broadband Talk ending (I had not heard of this or got a letter) and that renewals were now adapted to the same package on the landline. This meant we lost the broadband phone number alloted to us when we joined BT broadband from that moment of our renewal. This loss was never explained during renewal as it obviously creates massive problems for us. ALL our medical support (lots of it) have that broadband number and have used it for years - not the landline number we now discovered that we had to use for everything instead. I was told just to let everyone know as they would be unable to get hold of us now otherwise!
Worse still, whilst we had paid for Anytime broadband talk from the off years ago (our last bill was £142 for 3 months so not on a cheap deal) we now had a SEVEN DAY gap before they moved this to our landline. Why? Nobody had a clue.
So we were supposed to either leave my mum in danger by not having any way for medical teams to contact us for a week or pay for all these calls to notify them of the change of number before our 'renewal' kicked in a week late.
I kept asking why they did not just keep the Anytime Broadband Talk going for 7 days until the switch to landline (after all we were paying constantly for years and just renewing not a new customer) or apply the switch to Anytime on landline immediately. Nobody knew. Nobody could fix it.
One very fine chap in cancellations (after 3 hours we had had enough and wanted to quit BT for Sky) said he would try to fix it overnight and was very helpful. But his attempts to cancel and rebook simpy made things worse. I had to pay the £141 line rental a second time and after trying to get our Broadband Anytime number/calls back immediately (no) or our Anytime Calls on landline immediately (no again) we ended up with it being pushed back a further day to 8 days without a call package by this method!
Our BT 750 receives no incoming calls (even from those calling our 'new' number) and we can only call out from it by pressing 5 and (we assume) paying for every call to notify essential medical staff.
I guess we also now need to buy a new phone which is not fair on us as all we wanted to do was renew our broadband with BT!
Over two days on nothing has changed, despite more calls. It was suggested we pay for the calls and if charged argue it out on our next bill in October. As I had to give up my job to look after my mum 24/7 some years ago I regard all of this pretty horrific treatment by BT. We are not exactly rich.
To cap it all the order confirmation e mail has never arrived. Another 30 minute call via 3 people brought a promise it would be with us within 4 hours. That was yesterday afternoon. It hasn't.
Oh, and we now have a bill today that will come out of my bank by direct debit soon. This charges us both for landline - as we have not paid this, it says (despite paying TWICE the £141 advance savings rate) - and charges for the coming 7 days for our Broadband Anytime Talk package. The one they took away immediately from us leaving our phone useless!
You could not make it up
And it also charges us in advance for 6 weeks for our Anytime 'Evening and Weekend' calls on landline into August despite we having taken out an ANYTIME 24/7 call package for all the reasons I have explained to about 10 BT personnel all across planet Earth in the past 2 -3 days.
I am astounded that such chaos can ensue over what to me seems a simple request - to just renew the BT broadband and calls package that we have had for years for another 12 months.
As you can imagine I will take a huge amount of persuasion to ever trust BT again.
Can anyone help, please?Thanks for your kind replies.
As explained above (Sorry, I know it is a very long post so too easy to miss) we renewed EXACTLY the same calls package that we have always had - which everyone I spoke with confirmed. So we should have Anytime Calls - as that is what we have always had, and paid for (£6 something or other pm was quoted to us when confirming our order).
Even if this had been just transferred from Broadband Talk to Landline we would be able to manage.
Problem is they AXED the Anytime calls off Broadband instantly (without telling us) AND then set a start date of next Thursday for the Anytime call packageto start on landline. Leaving us high and dry for a week.
Nobody could explain to me in all my calls to BT customer services why they did this - especially knowing we were a long term BB talk customer with clear needs for no break in our calls package. Particularly having to notify all the medical staff that the phone number they had for us no longer worked because of a decision from BT to axe it. Without us giving them the number BT have given us now these medical people are all out of touch. And if we call them to tell them of this enforced change then we have to pay because BT have taken away our call package for the next 7 days.
The person who really tried to help us (Andrew - a gem) did his best to get the computer to put our Anytime calls package on landline immediately. But all he succeeded in doing was putting it back to next Friday!
I have checked recent usage and we WERE charged for the one call I made on Friday to urgently notify the local carers. It is already on our next bill alongside the sums for our 24/7 Broadband Talk calls package which they also want us to pay for until next Friday after they took the thing off us last Thursday!
They are only applying free weekend calls - it seems - and as they have twice failed to send the e mail confirmation of our order I suspect this is all they are giving us - despite the fact every BT person I spoke with said we were getting Anytime calls, citing the £7 pm charge for this and despite that being what we had before, what we asked to be renewed and what we absolutely need as I told people over and over at BT.
Doctors, carers, etc need to be called during the day - hence why we have always paid for the Anytime calls package. -
hi guys iam wondering if anyone can help me after finally getting my phone and broadband on after 6 weeks since i 1st requested service iam having problems setting up my broadband talk. i have been sent no password to logon, i have tried resetting password and it then asks me for my mothers maiden name which is obviosly no what i gave them and iam stuck. i have tried phoning every number to get this sorted bi jst keep getting told it was posted to me i have received nothing not even my bt email address. the onlything i have received is a bill for the modem. i have tried calling the tech support number but it jst keeps saying its closed and i cant get any further forward. so far iam not impressed with customer service infact its shocking. does anyone know when this tech helpline is open? its says its supposed to be 24hrs. all i want is my password reset so i can use the services. please can someone from bt help me thanks
jst tried it again0800 111 4567 it saying its closed, she says press 1 if this is the number you want tospeak about then it says press 1 for tech which i press. then a message saying "we are really busy at the min and you might have to queue for an answer. then rings twice and says " sorry but the helpdesk your trying to reach is closed"
whats going on why is everything always so difficult with bt i only have a simple question -
Broadband Talk activated without asking for it, un...
Hi Everyone, I dialled the wife yesterday and she didn't pick up as she didn't recognise the number. After a little digging around and looking at the router settings, it seems broadband talk has been activated. As the only person in the house that can do this (nobody else has the hub password), and safe in the knowledge that I haven't activated it, I can only assume this has been done without my authorisation. The only thing I can think of is that recently a tech support guy from bt recently fiddled with the settings of the homehub while sorting out a wifi connectivity issue (the radio had stopped working, I think he performed a firmware update to solve it). I would guess that BB talk has ben active since, although I have no way of telling until I get a bill with the new number on it. Without spending the next few weeks getting frustrated banging my head against the wall named "telephone customer support", what's the best route I can take in order to have this removed so that my proper phone number dials out? I realise that people are still able to dial in on the old number. Many thanks, Tel.
Solved!
Go to Solution.Hi and welcome
You can delete the BB Talk facility by going into the setup of the homehub.
1. enter 192.168.1.254 into your address bar of your browser
2. enter your password
3. Go to settings and then advanced settings
4. click on the telephony tab
5. You can then view the BB talk phone number shown against service status and then delete it
6. Click save
(If I have helped you in any way to say "Thank You" please click on the star next to the message. Thank You)
If I have solved your Issue please click the "Mark as accepted solution" button. -
Broadband Talk Migration Options
Apologies if this already exists (I have spent 20 mins searching the fora - honestly!).
Our [local geographic] Broadband Talk number has been our main published contact for a number of years, and with the planned demise of Talk we need to migrate to a new service now, rather than in a panic at the end of the year. The sort of thing I think we are looking for is a FAQ for topics suchs as:
Alternative Service Providers
Transfering Number [hopefully without interruption of service]
Use of BT equipment [HH 2 and handsets] with alternative service
Use of mobile Apps / phones with VOIP
...and probably other stuff we won't have thought of until we try to do it.
If this FAQ already exists, would be grateful if someone could point us to it.
TIA@Keith - apart from the unnecessary disruption (it's not just F&F who call us and have our telephone number recorded) and the fact that my Aged Pater uses (and has for 50+ years) the landline number, you are overlooking the main feature of VOIP - portability.
At present (using the SIPDroid App) I can pick up incoming calls on my mobile wherever I have decent 3G or WiFi - and using BT BB Talk's primitive virtual exchange, I can forward calls to any other number when away for a period.
Theoretically, changing VOIP provider should be relatively easy - though there are potential pitfalls, and it would be good to hear from someone who has already been through the process.
(And since it is BT who are arbitrarily withdrawing a service, it might have been good PR to have offered a migration path voluntarily?) -
After receiving an email advising of the Broadband Talk changes.
If you want to cancel Broadband Talk.
Just go to bt.com/bbtalkcancel Have your bill to hand because you'll need a few details from it. We'll do the rest – we'll stop your Broadband Talk service and we won't charge you for it. You'll keep your BT Broadband, your Home Hub and any other BT lines you have.
We went to bt.com/bbtalkcancel only to find it doesn't work and with an error message.
All we want to do is cancel BB Talk we don't have an account for it as we never used it. It was part of the package we upgraded to last time.
How can we cancel it on line we want to avoid hanging on the phone trying to get through to the right person as has happened in the past.Yes well spotted Ectophile
I would gladly have paid the £3.50 a month to keep BB Talk as this would have far outweighed the hassle that I've had since losing it, not to mention the by now familiar quip "We tried to ring you but your phone wasnt working"
In that scenario, the product replacement for BB Talk [if that what it is] BT Smart Talk has been a non-player
AQ.
"Welcome to Royston Vasey - You'll never leave." -
In April I subscribed to BT's Infinity service and after a day or so I setup my Broadband Talk number. I've used it a few times to make calls by plugging in an old handset into the Home Hub to make out going calls. When I wasn't using Broadband Talk for an out going call I unplugged the handset as I didn't have the voicemail service switched on.
I recently purchased a hub phone for my Home Hub so I could make more use of the service and also start to use it for incoming calls. As I have a phone always connected I thought I'd better switch on the voicemail service. I've logged into the Broadband Talk settings page (https://service.btbroadbandvoice.bt.com/selfcare/consumer/adminOverview.do) and then clicked on the link to add voicemail. I choose the option and click on submit and I always get the following message back
I've been trying to add voicemail for the last couple of days but every time I try I keep getting the same message. Which number or email address at BT do I need to contact about this?
Thanks for any help you can provide
Darran West
Solved!
Go to Solution.Hi Tubaloopy,
Thanks for the post and welcome to the forum.
I can help you add Voice mail to your Talk service. Please drop me an email to [email protected], include your BT account details, Broadband Talk telephone number and the link to this thread.
Cheers
Sean
BTCare Community Manager
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-) -
Since i got the new Iphone 4s it constantly drops calls. Apple have replaced the phone with another new iphone 4s but i am still having the same problem. I have checked with vodapohe that there is no issue from there end, given a new sim, still drops out
Have a look at this it might help
http://support.apple.com/kb/TS4148 -
I was aware that BT was stopping supplying the service to new customers, but just read that the service is planning on being canned in 2014.
As this was an integral part of the service when I joined and I do make use of the service, hence my renewals over the years is there going to be a replacement service for VoiP by BT ??
I'm aware of smarttalk and have used it occassionally, but this in no replacement for the additional effective second line service that BT Broadband Talk providesBroadband Talk has caused a lot of problems for BT, especially when people were paying for unlimited calls on their landline, and did not realise that if they used BBT, the call package would not apply.
People did not fully understand the service, and many thought that the hub phones connected to their wireless network.
There were also reliability issues when the HH2 was introduced. With the introduction of the HH3, BBT was not supported anyway. Also with the advent of services like Skype, the cost of maintaining the BBT service, for the dwindling number of users, forced BT to rethink.
BT still supply VOIP services to BT Business customers.
Its still unclear what BT are going to do about the remaining BBT users. I would have hoped that they would come to some arrangement with a VOIP provider, to port numbers across, and arrange a discounted deal for a limited period of time.
I still use BBT, as it gives me the free evening calls.
BT SmartTalk does give some extra flexibility for customers with a mobile that supports it.
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones. -
Broadband Talk - "Sorry, you can't leave a message...
Hi!
I have my BT Broadband Talk account set up to send unanswered calls to voicemail. Under 'Calling Features > Messaging':
Divert calls to Voicemail when unanswered
However, whenever I call the number and let it ring out, I get this message:
"Sorry, you can't leave a message at the moment"
Then it hangs up!
Is there something else I need to do to enable VM on my Broadband Talk number?
If it means anything, I have BT 1571 set up on the 'normal' home number.
Thank you!Hi Mroshaw
Possible of 2 issues.
1st mail box could be full.
2nd mail box is not built correctly and you will need to call the helpdesk and get a fault booked for their offline to rebuild 0800 111 4567
DK -
Why can't I use broadband talk to call Peru at the...
In the list of destinations there are lots of countries including Mexico and Argentina, but no Peru.
My wife is peruvian and makes calls several times a day. Hence the reason I set up the Broadband Talk. She has to purchase cards from the post office and dial a prefix number. It would be nice to be able to use the Talk phone without having to do this. Is there any particular reason why Peru is not in the list, or is it an oversight?Hi SeanT,
Thanks for posting. I'm not really sure why Peru isn't on the list. It's most likely down to the network infrastructure that may not allow us to supply a quality service. I'll see what I can find out.
Cheers
David
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)
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