Broadband disconnected by BT by mistake

BT mistakenly disconnected my broadband (they told me that) and I can't get it reconnected. When I speak to technical support they keep going over the same thing. I have had an engineer out he said BT just need to instruct Openwork to go to the green box at the end of my road and reconnect the wires, in his words "it will take 5-10 mins". Yet I can't get anyone at BT to understand as my issue is clearly something unusual. Is there a UK number that anyone knows where I can speak to a human that doesn't just follow a script?? It's been a week now and I have had enough. Perhaps it's time I simply cancelled BT and went to Sky....

Hi tonyrwebster,
Welcome to the forum and thanks for your post!
I'm sorry that your broadband service has been disconnected and for the time it's taking to get you up and running again. We can pick this up and help get an engineer on the case to reconnect the broadband.
You'll see our contact link in my profile under the section "about me". You'll find it by clicking on my username.
All the best,
Robbie
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)
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Similar Messages

Crackly phone line and broadband disconnecting

For a month or two i have been having problems with our phone line and broadband connection. The phone line is extremely noisy (interferance) and when you make a call or recieve a call the broadband disconnects. I have tried different filters, routers and wires but no good. I have conducted a quiet line test and the result was i could hear nothing on the line. When i unplug the hub and just have the phone connected to the socket the noise on the phone has gone and their is no problem, connecting the hub make the noise come back. As a result of all this my broadband speeds are very low.
Here is my hub stats and a bt whole sale speed test.
ADSL Line Status
Connection Information
Line state:
Connected
Connection time:
0 days, 00:36:05
Downstream:
6.75 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):
19.7 dB / 22.0 dB
Line attenuation (Down/Up):
7.0 dB / 3.0 dB
Output power (Down/Up):
13.9 dBm / 12.2 dBm
FEC Events (Down/Up):
7077 / 0
CRC Events (Down/Up):
12 / 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):
19 / 0
Error Seconds (Local/Remote):
131 / 114
Hide details
Download Speed
0.81 Mbps
0 Mbps
2 Mbps
Max Achievable Speed
Download speedachieved during the test was - 0.81 Mbps
For your connection, the acceptable range of speeds is 0.4 Mbps-2 Mbps.
Additional Information:
Your DSL Connection Rate :6.91 Mbps(DOWN-STREAM), 0.45 Mbps(UP-STREAM)
IP Profile for your line is - 1.25 Mbps
My dsl connection rate can get as high as 7.9 Mbps
Any advice would be helpful thank you
Solved!
Go to Solution.

your drops in connection have at one point reconnected with a far lower speed than normal resulting in the low ip profile. if you stay conencted 24/7 for 3/5 days the profile will correct itself for your current connection speed
I would as john46 suggested connected to test socket with a new filter and see if that helps
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’.

HT201250 I disconnected My Passport by mistake, and now Time Machine can not find it. Although connected, it does not appear in the My Devices section of Finder. What do I do?

I disconnected My Passport by mistake, and now Time Machine can not recognise it. It no longer appears in the My Devices section of Finder. What do I do?

Hello rjhc49,
Thank you for the details of the issue you are experiencing with your external hard drive. I found an article with steps you can take when an external device is not being recognized.
I recommend following the steps in the section titled "Top troubleshooting tips" in the following article:
USB and FireWire Quick Assist
http://support.apple.com/kb/HT1151
Thank you for using Apple Support Communities.
Best,
Sheila M.

Broadband disconnects

We've started getting an intermittently-noisy phone line and frequent broadband disconnects (Infinity FTTC - inner city but the cab is about 1km away), but obviously the automated test always says "we cannot detect a problem with this line".
Sod's law says that it would all be working during an engineer visit, thus costing £130 for no result - just curious, is there basically nothing we can do?

When our broadband was installed, the engineer was getting 25Mbit/10Mbit. By the time a week had passed, we were down to 18Mbit/8Mbit. It's been dropping down slowly - last time I checked we were down to 10Mbit/3Mbit.
Today:
Wholesale speed test:
1. Best Effort Test: Download Speed : 1.91 Mbps
2. Upstream Test: Upload Speed : 0.96 Mbps
Your speed test has completed and the results are shown above, however during the test an error occurred while trying to retrieve additional details regarding your service. As a result we are unable to determine if the speed you received during the test is acceptable for your service. Please re-run the test if you require this additional information.
bt.com speed troubleshooter:
Fibre broadband speed into your home: Good
Download speed 2.46Mb
Upload speed 0.76Mb
I know the "fibre broadband speed" is the line sync rate - I assume this doesn't take into account a high error rate? I suspect our line is just incredibly poor quality - when it works it'll sync fine but the errors mean it's almost unusable.
Is there anything else I can check and if so, how? If it's in our house, I'm happy to accept dealing with it, but I really think it's down to a poor line....

Constant Broadband Disconnections!

My broadband is constantly disconnecting. I have been trying to watch a YouTube video for an hour! Every time my broadband disconnects about 3 seconds in! This is very annoying!
Stats:
Connection Speed
8064 kbps
448 kbps
Line Attenuation
48.5 db
21.0 db
Noise Margin
0.6 db
24.0 db
If my answer was helpful, please give me a star by clicking the star on the left hand side.
Thank you.

Same here, have had no problems with BT since joining at start of year. Since "Major Fault" they had last Friday ive had nothing but problems including ignorant staff on other side of the world telling me to reset my router and hanging up on me when ive been trying to get through to them for half an hour i kid u not, phone was picked up then was put down. Now they tell me its my hub at fault and will be sending out a new one in 2 or 3 days?!?! Isn't it obvious its still the same fault as last week?? A few friends r with BT (poor sods) and are having the same problem as me AAAARRRRGHHHHHHHHHHHHHH HELP HELP HELP!!!!! Not impressed.

Broadband disconnects approx 10 times a day

My broadband disconnects about 10-15 times a day. this is driving me mad as i have to upload large ish files for work quite often.
any solution to this?

Test1 comprises of two tests
1. Best Effort Test: -provides background information.
Download Speed
4482 Kbps
0 Kbps
21000 Kbps
Max Achievable Speed
Download speedachieved during the test was - 4482 Kbps
For your connection, the acceptable range of speeds is 4000-21000 Kbps.
Additional Information:
Your DSL Connection Rate :13751 Kbps(DOWN-STREAM), 1167 Kbps(UP-STREAM)
IP Profile for your line is - 12131 Kbps
2. Upstream Test: -provides background information.
Upload Speed
810 Kbps
0 Kbps
1167 Kbps
Max Achievable Speed
>Upload speed achieved during the test was - 810 Kbps
Additional Information:
Upstream Rate IP profile on your line is - 1167 Kbps
We were unable to identify any performance problem with your service at this time.
It is possible that any problem you are currently, or had previously experienced may have been caused by traffic congestion on the Internet or by the server you were accessing responding slowly.
If you continue to encounter a problem with a specific server, please contact the administrator of that server in the first instance.

Broadband Disconnection

Hi,
My Broadband keeps disconnecting, increasing in evenings but sometimes every 10 minutes.
I have followed the setup guides online but the problem continues.
I have seen this asked for in other posts:
1. Product name
BT Home Hub 2.0A
2. Serial number
CP0936JH197
3. Firmware version
8.1.H.U
4. Board version
V23
5. ADSL uptime
0 days, 0:17:13
6. Bandwidth
1,155 / 19,765
7. Data sent / rec'd
1.19 / 16.22 MB
8. Broadband username
[email protected]
9. Broadband Talk
Service not activated
10. BT Fon
Yes
11. Wireless network name (SSID)
BTHomeHub2-94HK
12. Wireless connections
Enabled
13. Wireless security
WPA-PSK
14. Wireless channel
Automatic/7
15. Firewall
Standard
16. MAC address
(I deleted this myself)
17. VPI/VCI
0/38
18. Line Profile
Interleaved
19. Software Variant
AA
20. Boot Loader
1.0.3
Can someone help please?

can you try this link for stats
Direct link :-
http://192.168.1.254/cgi/b/dsl/dt/?ce=1&be=0&l0=1&l1=0
If the above doesnt work and you are using a different firmware version try:-
> Advanced
> Status
> ADSL Line
welcome to the BT community forum where customers help customers and only BT employees are the forum mods
Then run btspeedtester (MAC users may have problems). when first test completes then run diagnostic test and post the results ( do not reset the router).
are you connected directly via a filter to the NTE5 master or test socket or to somewhere else? Is the master the only phone socket in your home?
Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal
Someone may then be able to offer help/assistance/suggestions to your problem
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’.

Broadband disconnection fees.

My friend, has had horrendous broadband speeds for all of her year long contract. All the neighbours have the same problem.In March, after much discussion, and BT agreeing that the service was dreaful and speeds were extremely poor, they agreed to give her compensation, for a service they are not providing. It never came.
Her contract is up this week,so she phoned to say that she would keep the phone service but wanted to end the broadband contract, understandably. She has been told there is a £30 fee for this.
It is end of contract so I cannot see why there is a fee. BT say it is for them to disconnect the broadband.
Help please?
Thank you

john46 wrote:
The Broadband cease fee is made by all ISP's including BT when Broadband is removed from a line and not moved to another ISP
The charge is raised by BT Wholesale for sending an engineer to the exchange to disconnect the line from the broadband equipment in the exchange and updating all line records this link explains more http://www.productsandservices.bt.com/consumerProducts/dynamicmodules/pagecontentfooter/pageContentF...
There are a few errors here.
Firstly not all ISP's charge their customers for disconection, at least one of the major providers absorbs this charge and does not pass it derectly on to cancelling customers (Believe in better)
Secondly, when a customer cancels their service and engineer is not sent to the exchange to disconect the equipment this used to happen however these days the equipment is left plugged in until it is needed again and the service is stopped remotley
Thirdly, since April 2012 BT Openreaach no longer charge ISPs for SMPF ceases. So if a charge is being made by the ISP, it is not because the supplyer is charging them and they are 'just passing it on'

Broadband disconnected

Hi, My broadband stopped working last night. This morning instead of seeing a disconnected message I was told to join sky shield but when I logged into my Sky account it said I don't have broadband which I have done for the last six months. When I called the help number it asked for my telephone number which I don't know/can find. There was an issue when I signed up to Sky in January that I had two accounts but I was told these had been merged. Katy

Sounds like a call to Sky CS is in order to check your account details. This forum is customer to customer only, so Sky staff will not respond to your post

30 times/day broadband disconnect

A couple of months ago I started to notice occasional dropouts. Just over a week ago they became much more frequent. I have a BT installed filter faceplate, but the dropouts are identical if I remove the faceplate an use a line filter into the master. I have only one socket in the house, and the router plugs into that (no extensions). When it is connected the speed is great, and the line is silent when I do the silent line check (though I've never managed to be doing that when it has dropped out). I have tried 2 different routers and cables, with no difference (which hasn't stopped BT sending me another one to try - with the expected same result).The 30 or so daily disconnections are spread randomly across the day and night. The disconnects cause the homehub3 to flash amber on the broadband, then reconnect, and the duration is from 45 to 90 seconds.
Is there a way to automatically monitor line quality so I can catch any random noise? The line test done by BT always succeeds, but then it is unlikely to ever co-incide with a dropout.
My understanding is that I may be wired directly to the exchange without a cabinet, since it is pretty close.
Any suggestions?
thanks.
Current ADSL settings (it has just recovered from a dropout):
Line state: Connected
Connection time: 0 days, 00:02:15
Downstream: 18.93 Mbps
Upstream: 1.14 Mbps
ADSL Settings VPI/VCI: 0/38
Type: PPPoA
Modulation: G.992.5 Annex A
Latency type: Fast
Noise margin (Down/Up): 6.1 dB / 6.3 dB
Line attenuation (Down/Up): 10.9 dB / 6.1 dB
Output power (Down/Up): 20.1 dBm / 12.0 dBm
FEC Events (Down/Up): 0 / 0
CRC Events (Down/Up): 32 / 40
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): 80 / 7
Error Seconds (Local/Remote): 32 / 1
Speedtest gives me 15618 and 877, with a profile of 17100

Yes - I'm afraid it isn't a wireless issue (wish it was though), and it happens through the night which also rules out interference from most appliances in the house. I have DECT phones nearby, but the disconnections continue even with those removed completely (and batteries removed from handsets to be doubly sure).
Noticed today that the latency is now FAST, whereas it was INTERLEAVEDwhen I first started logging the disconnections last week. It is behaving exactly the same wither way, but odd that it would change for no reason.....does that happen automagically?
Don't suppose there is some sort of device I can plug into the phone socket for a night that will detect any anomalies or intermittent line noise etc..?

Crackling phone line and broadband disconnecting

I'll try and keep this short as i have no intention of wasting another 4 hours of my life trying to explain how disappointed i've been with my BT Infinity broadband.
I have recently come to the end of my 18 month contract so was looking for a new provider. I have been getting speeds of 10MB for a while, when i should be getting much higher download speeds. My phone line has always crackled badly and whenever i use the home phone the router resets itself.
I made the decision that if BT could rectify any problem with my speeds i would stay with them. I have basically been told that the problem is in my house. There is no problem whatsoever with my phone line so any engineer visit would cost me a fortune.
After using the BT line test/speed test it tells me that the speeds between my home and the phone exchange (0.7 miles away) is just under 10Mbps. Does this mean that there isn't anything wrong with the internal set up of my broadband and if so why did none of the several people i spoke come to this conclusion? I've been paying for the 76Mbps service for 18 Months and not one person at BT has ever offered a solution just the same scripted rubbish that it is me that had the problem. Not only have i spent a fortune on the broadband itself, i also bought new phones on the recommendation of another BT "expert".
Solved!
Go to Solution.

I use the home hub 4. Yes it does have a filter on it and then the phone plugs into that. Tried test socket this morning and still getting crackling on the line.
Exchange IRLAM is served by Cabinet 8
Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)Availability Date High Low High Low
FTTC Range A (Clean)
51.6
35.6
12.4
7.7
Available
FTTC Range B (Impacted)
43.9
25
12.4
6.1
Available
WBC ADSL 2+
Up to 18
15.5 to 20
Available
WBC ADSL 2+ Annex M
Up to 18
Up to 1
15.5 to 20
Available
ADSL Max
Up to 7
6 to 8
Available
WBC Fixed Rate
2
Available
Fixed Rate
2
Available
Other Offerings
FTTP on Demand
330
30
Available
Fibre Multicast
Available
Copper Multicast
Available

Broadband Disconnecting at the Same Time Every Day

I have been getting help from the MODs in the last week about the SNR on my line. But this weekend, my line was set to 9dB and in the morning it is synced at about 5600 kbps. But then at about 6PM the line goes down and it syncs lower at about 4800 kbps. The noise isn't getting really low and it's disconnecting because of that. It disconnects when the line is at about 8.5dB. So what's going on?
I have been getting help from the MODs in the last week about the SNR on my line. But this weekend, my line was set to 9dB and in the morning it is synced at about 5600 kbps. But then at about 6PM the line goes down and it syncs lower at about 4800 kbps. The noise isn't getting really low and it's disconnecting because of that. It disconnects when the line is at about 8.5dB. So what's going on?
Thanks for your help. Here are my line stats:
I have been getting help from the MODs in the last week about the SNR on my line. But this weekend, my line was set to 9dB and in the morning it is synced at about 5600 kbps. But then at about 6PM the line goes down and it syncs lower at about 4800 kbps. The noise isn't getting really low and it's disconnecting because of that. It disconnects when the line is at about 8.5dB. So what's going on?
Thanks for your help. Here are my line stats:
Port
Status
TxPkts
RxPkts
Collisions
Tx B/s
Rx B/s
Up Time
WAN
PPPoA
590273
842858
0
2592
35849
07:45:01
LAN
10M/100M
67507
43675
0
2179
321
07:46:02
WLAN
11M/54M/130M
803034
558248
0
34541
2643
07:45:41
ADSL Link
Downstream
Upstream
Connection Speed
4896 kbps
448 kbps
Line Attenuation
42.0 db
23.0 db
Noise Margin
8.1 db
23.0 db
If my answer was helpful, please give me a star by clicking the star on the left hand side.
Thank you.

I have been getting help from the MODs in the last week about the SNR on my line. But this weekend, my line was set to 9dB and in the morning it is synced at about 5600 kbps. But then at about 6PM the line goes down and it syncs lower at about 4800 kbps. The noise isn't getting really low and it's disconnecting because of that. It disconnects when the line is at about 8.5dB. So what's going on?
I have been getting help from the MODs in the last week about the SNR on my line. But this weekend, my line was set to 9dB and in the morning it is synced at about 5600 kbps. But then at about 6PM the line goes down and it syncs lower at about 4800 kbps. The noise isn't getting really low and it's disconnecting because of that. It disconnects when the line is at about 8.5dB. So what's going on?
Thanks for your help. Here are my line stats:
I have been getting help from the MODs in the last week about the SNR on my line. But this weekend, my line was set to 9dB and in the morning it is synced at about 5600 kbps. But then at about 6PM the line goes down and it syncs lower at about 4800 kbps. The noise isn't getting really low and it's disconnecting because of that. It disconnects when the line is at about 8.5dB. So what's going on?
Thanks for your help. Here are my line stats:
Port
Status
TxPkts
RxPkts
Collisions
Tx B/s
Rx B/s
Up Time
WAN
PPPoA
590273
842858
0
2592
35849
07:45:01
LAN
10M/100M
67507
43675
0
2179
321
07:46:02
WLAN
11M/54M/130M
803034
558248
0
34541
2643
07:45:41
ADSL Link
Downstream
Upstream
Connection Speed
4896 kbps
448 kbps
Line Attenuation
42.0 db
23.0 db
Noise Margin
8.1 db
23.0 db
If my answer was helpful, please give me a star by clicking the star on the left hand side.
Thank you.

Power saving mode / and broadband disconnecting pe...

I have recently started using the power saving mode and noticed that our BB speed has gone down to 2.4 from 2.9. While I know this is not a big reduction we had a lot of problems earlier in the year with V04 messages cos our speed dropped to around 2 and it took a lot of engineers visits to get it back up to 2.9. Also I noticed that our HH keeps disconnecting (at the moment it says it's been connected for 2 days) although this has been happening since we signed up to BT and not since using the power save mode..
Do you think it is the power saving mode or the fact that the HH keeps disconnecting periodically that is resulting in our speed reducing? I would really appreciate your help as I desperately want to avoid getting the dreaded V04 error messages!
Thanks
Debbie

Hi the variations in your speed are being caused by the restarts of your hub nothing toowith power saving mode you need to find the causes of thedisconections
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’

BT broadband disconnecting, modem change?

I know a lot of people have this problem, that the internet is down, the wireless also disconnecting and all blue light at the modem. So, I have to push the reset button at the modem to get the Internet up again. I was wondering, now I'm using BT home hub 2.0, if I change the modem to something else, would that help the problem and which brand should I be looking for?
Thanks a lot.

This is my ADSL Stat
VPI/VCI
0/38
Type
PPPoA
Modulation
ITU-T G.992.5
Latency type
Interleaved
Noise margin (Down/Up)
10.9 dB / 6.2 dB
Line attenuation (Down/Up)
22.5 dB / 11.4 dB
Output power (Down/Up)
0.0 dBm / 12.2 dBm
Loss of Framing (Local)
0
Loss of Signal (Local)
0
Loss of Power (Local)
0
FEC Errors (Down/Up)
244 / 0
CRC Errors (Down/Up)
2 / 2147480000
HEC Errors (Down/Up)
nil / 9
Error Seconds (Local)
1
And I think my telephone doesn't connect to the NTE5 directely. It has some kind of a box before NTE5, which BT engineer installed it. I hope this would resolve my problem otherwise I'm really considering buying a new router. I also just had the issue before I could post this reply (really frustrating).

Phone Line and Broadband

Just recently my phone line has become extremely crackly and my broadband has become so slow that if I use Youtube I can watch approx 3 secs of clips before it stalls and the loading symbol appears. Today it got worse when everytime I use the phone my broadband disconnects.
I have tried disconnecting everything from the HomeHub, restarting it, checking all connections etc. I would like to speak to a human being but couldn't find any numbers.
Could anyone, of a human kind, please give me some advice?

Maybe worth doing a few checks before you call them, have a look at this self help guide.
http://www2.bt.com/static/i/media/pdf/repair_guide.pdf
(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 disconnected by BT by mistake

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