BroadBand Down

Hi there
Broadband went down last Saturday night. Contacted BT Sunday morning. Did all the tests with the Indian chap on the phone. Everything is OK apart from the braoadband. Wireless is OK phone is OK. Broadband light on Home Hub is steady orange.
He promised me action within 48hrs. Never happened.
I emailed a complaint yesterday. Surprise surprise. no reply. (BT ref 100803-003857 for any Mods out there)
I went round in circles on the website for an hour trying to figure out how to report this again.
Tried the phone to BT Too busy.
Where do I go next. How do I get someone to even give me the courtesy of a reply.
Rgds
Phil

Hi Phil
I understand your frustration. BTIndia fluffed my account back in 2009 when they managed to lose my original email account name. Now I'm sure that somebody higher up could of retrieved it, but poor communications left me with the impression that I was urinating in the wind. Therefore I gave up.
Having said that, this was before I found the BT Beta Forum - now binned - and then these thriving forums replaced it. If you require a mod to assist you then why not drop them an email to [email protected] with your name, account number, phone number, forum id and a link back to this thread.
edit to correct a typo.
-+-No longer a forum member-+-

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Sky Broadband down

It is nearly 2am and my broadband is down, and i am unable to call support as apparently no one needs help after midnight. This is ridiculous! At the very least it should be possible to report outages over night.
I work shifts and so often need my internet at odd hours, today for instance only just having returned home from work and hoping to use my internet.
I have tried the online diagnostics without success. I have the old Sky router which has solid green power light and solid amber internet light. I have changed the microfilter, reset the router, unplugged and plugged in everything, and otherwise done everything i can think of.
It is utterly stupid that i can not talk to someone on the phone to discuss this issue when you are supposed to provide a 24 hour service.

I had exactly the same problem last night, I too work shifts so the utter nonsense of no support after midnight hit me too. Smacks of a cost saving exercise.
This issue was made even more infuriating by the online service status saying everything was 'green/ok' in my area, yet this morning Sky are claiming to have known about this prior to that time. Someone messed up there, either by turning back the clock on the report to make them seem on the ball or by failing to update the service status for my area. Shoddy is a word that comes to mind.
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Re: Broadband down again - TIME TO LEAVE BT but ne...

Nice to know that AAISP are still persistent with BT OR I can only imagine what could of easily happened if you have gone down the reporting a PTSN fault yourself,
Typical scenario being the remote tests carried out by your Telephony provider wouldn't show the fault,(a large number of HR dis faults go undetected) Engineer visits your home most don't carry the tools to test a line in depth such as a PTQ tester be that JDSU or hawk ect
So if the noise was not present during the engineers visit it could easily have resulted in a £130 charge and the intermittent fault would be no where nearer to being fixed
We are supposed to be getting FTTC by end of June12 there's one isp i wouldn't touch, BT retail infinity , Just them having a useless outsourced overseas call center is enough for me to choose one of the others ,

Nice to know that AAISP are still persistent with BT OR I can only imagine what could of easily happened if you have gone down the reporting a PTSN fault yourself,
Typical scenario being the remote tests carried out by your Telephony provider wouldn't show the fault,(a large number of HR dis faults go undetected) Engineer visits your home most don't carry the tools to test a line in depth such as a PTQ tester be that JDSU or hawk ect
So if the noise was not present during the engineers visit it could easily have resulted in a £130 charge and the intermittent fault would be no where nearer to being fixed
We are supposed to be getting FTTC by end of June12 there's one isp i wouldn't touch, BT retail infinity , Just them having a useless outsourced overseas call center is enough for me to choose one of the others ,

Was anybody else's broadband down for the last 10-...

Mine was down since yesterday evening. It's just come back on though. I turned the power button on the hub off then back on, tried the reset button on both the hub and the modem but in each case the light settled back on orange. Was this problem specific to my line or did others experience similar? I am on Infinity 2 if that matters.

I suggest you try a factory reset of the hub
http://bt.custhelp.com/app/answers/detail/a_id/11386/~/how-do-i-reset-my-bt-home-hub-to-its-factory-...
If you found this post helpful, please click on the star on the left
If not, I'll try again

Is telstra cable broadband down in COLLINGWOOD 3066??

Help

Good morning,Here is a link to the Telstra Service Status website where you can check.Hope that assists, as I am on the other side of the Yarra.

Slow Broadband Speed

Hello Whom May Consent
I have just found out that I am not the only one have problem with BT broadband speed. Many people seem to have problem with their slow Internet speed due to the exchange problem. That’s good, because after 10 calls to BT, I still don’t know what the problem with my broadband. So let me tell you what the problem is.
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Sadly the problem is still unsolved. I called BT again. The India woman on the phone told me this time she need to send an engineer to my house on Tuesday on 16/10/2010. At this point I was so angry that I said something very bad to the India woman (I am sorry) but still agree to wait for the engineer to come to my house all morning (missed all lectures).
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I just hope this time the problem can be solved otherwise I will cancelled the BT broadband and get my money back for this month’s broadband usages.
PS if they charge me any money for the engineer visit, I will make sure who ever pickups my complain call to feel suffer

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I need to create a wireless network with a Mac and a Windows PC...

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Is it better to upgrade to CS6 or just buy DW6

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Message was edited by: whatalotofrubbish - typo corrected

Sorry about the delay in getting back to you. Broadband down again!
Quote John Waller
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>>>>>>>>>>
I make that three years, not 5.
5 years would be 328 + 562 +562 + 562 + 526 = £2540 - which is a lot different to £1452.
If I upgrade to CS6 before January 1st and the to CS7 and CS8, based on current prices, that would amount to £328 * 3 or £984, which is lots cheaper than what you are stating John.
Of course the price will probably rise, which would affect your maths as well as mine and as you state, they probably will not provide upgrades in DVD format after 2012.
Currently it is not possible to buy an upgrade direct from the UK Adobe website unless you buy the cloud edition.
The discounted price seems to have been withdrawn, so that adds another £234 to the costs, making the cloud price for 5 years a magnificent £2774!
The cloud thing has everyone looking at regular upgrades and not at the cost. Cloud space costs not a lot but has one or two major problems. If you have an unreliable web service like I have, it can be out of action for days on end, - a whole month once. It would cost me another £70 a year to obtain an unlimited download allowance which in my area is also not worth the money.
In addition, while its probably a safe storage system, its not the same as having it on your computer at your house. Similarly, if your subscription via PayPal has a technical hiccup, like one of mine did last month, your whole web production can go down the drain.
If you are on the cloud do you have to download Dreamweaver each time that you want to use it? Can you use it if you are not on line?
Most of my work takes place in the absence of a good broadband signal.
I will hedge my bets and buy an upgrade disk version of the suite and see what happens when 7 comes out.
Horses for courses - If I was charging £50 an hour for programming like I used to do when I was in the business, there would not be a problem. I just write for charity, and this change is going to stop me doing so - as it will lots of other people.
Microsoft has a charitable arm that supplies software at a great discount - why not Adobe?

Infinity Help

Hi,
I had BT Infinity installed a while ago and for 2-3 days everything was working fine, then the connection started dropping before finally it, along with my phone line, completely cut off. I phoned BT numerous times to no avail and they sent 2 or 3 engineers out without telling me so I wasn't at home to let them in, as the fault lies somewhere in my property accoording to them, so I decided to try having a look inside the master socket to see if I could see anything wrong, this is when I noticed 2 wires (a green one and a brown one) not connected to anything, so I tried connecting the green one to connection A (The same one as the orange wire is connected to) and all of a sudden I had my phone and internet back on, however the speeds are very very slow (1-2Mb, whereas in the first day or 2 I had 50+Mb) so basically I was wondering if I have maybe connected the wire to the wrong connection and if anyone could give me any help with this as according to BT they do not send engineers out at weekends (something I know is untrue) I have 4 wires coming through to the master socket 1 Orange, 1 Blue, 1 Brown (currently not connected to anything) and 1 Green (which I connected to port A) On the ain socket there is Connections A and B and on the faceplate there is 2 3 5 (with nothing connected to them) any help would be much appreciated and I apologise for the confusing description.

In your case the person who installed it might have gotten the pair colours mixed up. Sounds like your line is on green and blue. If you try just those two on the a and b it might fix things. Having it like this will cause your line to pick up interference and could slow the broadband down.

BT wire hanging off wall...

Hello,
Our BT drop wire seems to be hanging off the wall
I have had a look at it and it doesnt seem to be proper BT cable, so either BT ran out of proper cable or the previous owners thought they might do some DIY on the BT network and install it themselves.
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It's OK...
I'll fix it back to the wall myself as knowing BT they'll want £130 for a new cable or a repair.
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Recent drastic degradation in BB speed?

Moved house in November, looked at the options in the new house and chose to pay for a BT line and BB. We're out in the sticks, so we're not blessed with anything amazing, but we tend to get around 1mbps, enough to stream iPlayer for example.
Last week the speed dropped massively, various speedtests (including BTs) give a reading of 0.1mbps, which frankly isn't enough to do anything much.
Nobody at BT seems particulary interested, I have had a couple of 'the problem must be at your end, the route to the exchange is fine' responses and yesterday was told that they'd do a '10-day stabilisation' and for me to let them know if it wasn't better after that.
I have changed the microfilter, swapped wireless channels a few times, finally conected through ethernet cable to eliminate any potential wireless issues and tried the speedtest on 3 different devices, all giving the same reading. Unless there's a problem with the homehub itself I can't see what else it could be on my side of the wall. We haven't done any re-wiring or installed loads of new electrical equipment or moved the homehub into a lead-lined room or anything, so I don't know what else I can do.
I can't wait 10 days to see if it improves at all, and to be frank, I don't think it's reasonable that I should, especially as there is absolutely no assurance that it will improve. I'm getting hacked off with running after BT, when it is their service which, in my eyes, has fallen down. I am getting even more annoyed that everyone at BT seems to be of the opinion that it is somehow my problem and not theirs!
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welcome to the forum
as it's name suggests it is a forum for customers helping customers and the BT employees are the mods and the only BT employees on the forum.
Moving to another provider unless VM cable will get the same broadband down the same lines just a different name on the bill
If you want some help/assistance from the forum please can you post the adsl stats from your router may need to 'show detail' to get all stats (if hub enter 192.168.1.254 in your browser and navigate to adsl or use a-z, if netgear enter 192.168.0.1) and run btspeedtester (MAC users may have problems) http://speedtester.bt.com and post the results .
are you connected directly to the NTE5 master or test socket or to somewhere else? Do you have any phone extension sockets in your home?
Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone
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’.

Horrendous latency

Hi all
Im getting massive latency in world of warcraft and have been for some time.At times this makes the game completly unplayable.It appears to get better during off peak hours(after around 1 am)but even then im suffering disconnects.
I came across the following thread that appears to be the exact same cause as my issue here.http://community.bt.com/t5/BB-in-Home/World-of-Warcraft-high-latency/m-p/39323
I never used to suffer with connection problems until the latest expansion was released for wow around october.From what i've read on both the wow forums and the forums here it would appear that wow has changed the way the game communicates with the wow servers.Thay have apparently moved this to p2p in order to try and lighten thier loads i would assume.This would appear then to be picked up by bt as p2p traffic and then appears to be restricted and slowed.It seems that neither party here wants to accept responsibility for resolving the issue.Blizzard say it is the fault of the isp and from what i've read here it looks like BT dont want to accept responsibility either
I took a speed test from speedtest.net this evening when suffering from an in game latency of around 3k and my speed test showed i had a 15meg connection.When running a trace to the wow servers i dont have any indvidual response times from any node above 55ms.Most are below 30ms
I would like to point the following thread and statements from virgin media in BT's direction
http://community.virginmedia.com/t5/Broadband-down-your-phone-line/World-of-Warcraft-Issues-Updated-... .Is there any plans on BT's behalf to look into this issue and resolve it like VM have?
Having phoned tech support india regarding this matter numerous times only to have some one who speaks to me nicely but seems to have absoultly no idea what im talking about is frustrating to say the least.The ammount of times i've been told it is either my computer or there is nothing they could do is unreal.Tech support have now agreed to try turning my interleeving off after informing me it was turned on which somewhat surprised me as i thought it was off at my request from a few years ago.In order to actually get someone from tech support india to look at this and take it seriously has been nothing short of a mare.
I cant for the life of me fathom why im still with bt.They continually seem to ignore what customers are saying about one of the most fundamental parts of thier service(support).I've had the unfortunate luck of having to deal with them on numerous occasions since joining bt around 5 years ago.I personally have made several complaints and seen a lot of complaints posted here regarding them.It really appears to me that bt's customers view tech support india as a complete joke.What i find even more astouding is that BT dont appear to care at the perception it's customer base have of them.Tech suppot in my opinoin was a mare when i joined BT 5 years ago and nothing has improved.It still takes a lot of jumoing through hoops and getting angry to the point where only a manager will do to get somebody to even take issues seriously.
When are BT going to learn that support and how it is handled MATTERS!!
Sorry for my little rant at the end there but im a little peeved at having paid a subscription for bband and a game that i cant use very frustrating.Espically as it is the main reason i have bband

2 Gigs of RAM isn't really a lot for your system. Could be a potential source of your slowdown.
Using plugs with inherent latency while recording isn't a good idea (especially on busses or outputs) unless you have plugin comp turned on. But still, when tracking, it's not an idea situation. Instead, you should freeze whatever tracks absolutely have to have the sound of your plugs and that will free up computer resources.
Depending on what you're doing, you should be able to get away with a buffer size of 128 or maybe even 64. You might also have to experiment with the size of the process buffer and so on.
Anyway you slice it, though, if you're trying to use the computer alone for recording and monitoring the overdubs live, you're going to experience some latency.

BT Infinity - Nothing but problems!!!

I have had Infinity now for 4 months and as yet have only received close to the supposed 40mb just on 3 occassions of checking and that was 36mb, most of the time I only recieve 16mb!!! I have to turn off the router almost every other day as when I get up in the morning and check its speed through BT Wholesale speedtest it shows up as 0.27mb Download and 0.08 upload and that's if Im lucky. Some mornings you get nothing on either.
I have spoken to technical on a number of occasions and recently was told there was an external fault and to wait 48 hours it would be resolved, after waiting 3 days and no resolution phone again to be told there was no fault and no record of me previousely calling! Again was told to wait 48 hours and after complaining spoke to another advisor who tested the line and found the speed was very slow and there was indeed a fault on my line. They kindly arranged an engineer to come out and test it all, when he arrived and after checking the line found that the original installation was completed incorrectly and it wasn't installed on the main socket. This was all corrected and after we checked the speed was told that the line was capable of 80mb, the connection i was receiving was about 16mb, as it had been slowed down due to reporting the fault. Apparently this would be rectified within a couple of hours and should then be back to normal. After checking the speed everyday now i still find I have no connection in the morning and have to turn the power off on the modem and once back on still only getting the 16mb. Still after numerous calls to technical and Im none the wiser, would love to just cancel the whole lot and go back to my old broadband provider, at least their service worked without any issues. i must have spent 4 hours of my time over the last 10 days on the phone to BT.
I run a business from home and this has been the most frustrating few months trying to deal with BT, the customer service is appalling, technical service is in India and most of them haven't a clue! Seem to be reading from scripts, it would be nice to actually speak to someone that can resolve your problem without being sent round the houses each time you call.
Why release a product without properly testing it to make sure it works? wonder how many others have this reliability issue with Infinity and why it hasn't been mentioned on watchdog!

You are not alone, there are 100's of people with the same problem.
Can you check your speeds using a wired ethernet connection , not wireless as this can give variable results (just in case you were using wireless).
When you get the sub 1 meg speeds, can you do a speed check using a wireless connection - the main symptom seems to be connected to the ethernet ports on the HH3.
Can you also check your event log in the HH3 (log into the router at http://192.168.1.254/ and check under troubleshooting and then Event Log. Look for TR069 related disconnects. When you do your own reconnect, it'll be a USER_ERROR_DISCONNECT, but you may find other remote activity on the router which may (or may not!) coincide with the drop in speed.
Also, rather than powercycling the modem and or HH3, simply log into the hub manager and disconnect from the internet followed by a connect.
Finally, do check out the other sub 1 meg threads .. and read these:
http://www.ispreview.co.uk/index.php/2012/06/bt-infinity-uk-working-hard-resolve-super-slow-fttc-bro...
http://www.ispreview.co.uk/index.php/2012/06/super-slow-broadband-bug-hits-uk-bt-infinity-fttc-subsc...
and ...
http://www.zdnet.co.uk/news/networking/2012/06/22/bt-fixes-bug-that-cut-super-fast-broadband-down-to...
Hopefully a fix is on the way ... just would be nice if BT put a message out to us on the BTCare forum to let us know the timescales (if any).
Cynically, when the problem arose, the BT speedtest site told people to restart their HH3 before testing ... covering up the extent of the problem methinks!
It would also be very helpful if the callcentre in India was told of the problem so they can at least advise people that there is a real issue AND that it is being worked on - simple basic customer care I reckon.
Cheers,
Rob

A Regular Complete Shut Down of our Broadband

Hi,
Our Broadband (Hub3 wifi) has started shutting down at midnight until about 4am every night for the last week. We assumed this was because we were due to have Infinity 2 fitted and someone somewhere doing some timed remote work. We have since had our order, like lots of others, 'cancellled' with an ommission that no work has been undertaken. So it isn't that.
Anyone else had odd shut downs like this? It would also appear as if the whole road might be subject to it (I have yet to confirm with neighbours) given we cannot see even a FON signal...

is there anything shown here for your exchange http://usertools.plus.net/exchanges/mso.php
http://usertools.plus.net/exchanges/?
http://btbusiness.custhelp.com/app/service_status
http://bt.custhelp.com/app/answers/detail/a_id/15036
http://community.plus.net/exchange-information/
do you drop internet conenction or is it just the ability to conenct via wifi - the cable conencted devices still work ok?
could you inadvertanly activated the power save function?
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 went down, now it's like using dial-up

Hi everyone, I'm new here because my connection is so slow I can't even get through all the online help without problems.
Yesterday 8-09-10 my broadband went down in the afternoon for a couple of hours.
When it came back on it was really slow. I was told before I could only expect up to 3 meg but this is really bad and worse than it's ever been.
I gave it time yesterday, resetting the hub regular and disconnecting the lines.
Here are my stats from the hub.
The speed tester just freezes.
ADSL line status
Connection Information
Line state
Connected
Connection time
0 days, 00:34:17
Downstream
288 Kbps
Upstream
291 Kbps
ADSL Settings
VPI/VCI
0/38
Type
PPPoA
Modulation
G.992.3 Annex A
Latency type
Interleaved
Noise margin (Down/Up)
6.0 dB / 5.9 dB
Line attenuation (Down/Up)
64.4 dB / 48.2 dB
Output power (Down/Up)
0.5 dBm / 0.4 dBm

At 64db loop loss , your connection needs all the help it can get ....
It's in "sick bay" .....
If I were you, I'd forget digital box and everything else you have in extension sockets.
Just plug the hub/router into the master socket/test socket, pull everything else out of extensions.
Leave it connected, 24/7, no resets, no messing with it .... it needs to recover.
And it may take 3-5 days to increase and get better ... this is normal, there are good reasons for it,
I'm not going to go into here ....
Post back in 5 days with stats.

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