Broadband + phone problem!

For a few days my broadband speed has dramatically slowed (to the extent that I get the 'unable to connect with server' message on lots of large downloads) and coincided with a 'whooshing' sound on my landline.
I have done all the checks they advise and discovered the phone line is clear until my BT Home Hub Broadband connects.
I have tried a corded phone etc and the same scenario! I have had no problems at all for the 2yrs I have had BT.
Any ideas welcome.....?

welcome to the BT community forum where customers help customers and only BT employees are the forum mods
Have you tried replacing the filter with a new one
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?
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
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If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Similar Messages

Broadband Phone Number displays

Hi,
My Gigaset SL910A phone has a facility to send and receive text messages provided CLIP is enabled. However we are unable to send text messages and any sent to us are converted to a voice message by BT. It looks like CLIP is enabled as when we dial out on our phone the receivers caller display shows our phone number but displays our Broadband phone number rather than the true home number.
I have gone into the Home Hub 2 settings but can't see how to disable the broadband phone number. Does anyone know if I can somehow turn the broadband phone off and get our number shows as the normal home phone number? I think this may solve the text problem as it looks as if the Gigaset phone number is being blocked by HH@ which then transmits the broadband number to whoever we phone.
We are ex-dirctory if that makes any difference.
Thanks for any help,
Mickey

You must have asked for your number to be withheld when you ordered your phone line.
You can disable it on a call-by-call basis by prefixing the number with 1470.
You have it permanently enabled, you would have to ask BT.
The broadband talk number gives you free evening calls, if you are only on a basic package. Also, some International calls are cheaper.
The service is to be discontinued by BT at the end of the year anyway.
Your hub phone (s) will still work when you disable telephony, but the calls will be made on your normal landline number.
The crackling on the line does not sound very good, but it could be the relay in the HH2, which can cause that.
Its worth checking your line with a normal phone, as a bad line can affect your broadband speed.
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.

My phone problem

My Phone Problem
In April 2013 I signed 2 year with me and my wife.
I picked an HTC android phone that they had offered when
you sign up for I think $50-100.
In November I accidentally cracked the screen. I went to the
local store where I bought the plan and they checked my account and saw that I
had insurance. Then they made sure I did not enter the pool of people being
helped in the store and gave me a pamphlet and said to call this number and
they will help you. I felt a little pawned off but thought ok this is how its
done so lets call them and they supposidly overnight you a new phone after you
pay $100. I'm not even gonna go into the paying $100, my problem was worse
here, the $100 was nothing.
I went home and called the number but it would not ever let
you talk to anyone and it kept saying to do it online. So I filled out the
claim online. I got the new phone right
away but it would not hold a charge. I tried the new charger it came with, the
old charger, then I switched batteries from the old phone and it still would
not hold a charge. I could charge the battery in the old phone and put the
battery in the new phone and it would drain right away. So I look at a few
threads and there seems to be an issue with this phone and something about the
charging port. So I go back to the store and they listen to me and use their
charger/tester on the phone and say yes we agree it is not charging. They said
I have to wait the two years to get the upgrade or they could finance me(make
payments) for a new one. I politely explained I don't think I should have to
pay $500 for a new phone because I happened to pick a crappy one that you
offered in your store. Then they told me to call the insurance number again and
escorted me to the door!
So I call the number again and they run you around on all
kinds of automated questions and make you give them numbers off of the phone
and after about an hour I got to talk to someone. He then very procedurally
made me plug the phone in the charge and tell him if the charge light and the
meter in the menus says its charging. I explained yes, but that's the problem
it looks like it's charging and it actually is not charging cause the battery
power decreases. I told him I went to the local store to confirm this and they
agreed. He then told me I would have to leave it on the charger for a couple of
hours at least before using it and that's all he can do and to call back in a
few hours if it does not work. What do you do when the store you went to does
not want anything to do with your problem and the insurance service guy won't
listen? My last effort was to call verizon and tell them the story and if they
cannot help me fix this situation I'm leaving. They lady was nice and said she
was going to put me on with the insurance company again and I thought oh great,
I could have done this. But the insurance person did not take me through any
tests or questions they just set up the shipment of another phone.
Not to mention that while all this was going on I was trying
to use the old cracked phone to charge the battery then take it out and put in
the new broken phone that would not charge and used up the battery quickly.
A few things out of all this....
I have a bad taste in my mouth in general regarding
Verizon and service. Really? Upgrading my phone a little earlier is that big of
a deal? I pay this company $180 a month for me and my wife. I was millimeters
away from going to ATT and saying SeeYa at whatever costs.
That local verizon store is evil, is that how everyone
elses service is at the local store? Let me know.
That Asurion insurance service that you pay $5 or 6 a
month for is a fricken joke.
The whole experience was bad and I cannot wait til my
contract is up or until I have another problem, cause I'm outta there.

This is my point, the overall degradation and acceptance of poorer and poorer customer service.
Yes I broke my phone. But listen, I thought there was a good chance I might break my phone in a couple of years, I'm a clutz! But that is why I bought insurance and have paid for it every month to Verizon!
But when I went to the Verizon store I was basically pushed out and one time just about walked out. And I am a very non confrontational person, I acted completely professionally, they just did not want to help me. Their attitude towards anyone that has insurance, IS ALREADY A VERIZON CUSTOMER, and has a phone problem is to push them on, and ask for "NEXT". Because they know I am locked in a contract.
Take a look at society and how people are doing business these days, it is so self service, they don't even want to deal with you, they give you a website. Or in this case a phone number which then referred me to a website.
People we are paying good hard earned money for these services and I just think we are falling into the thinking of the masses and "that's how it is so accept it" in this self serve society.
Yes, Asurion initially did not handle this well, and I indicated this on their serve.
But My main complaint is the overall customer service, or lack their of, with my Carrier who I signed up for this insurance with and whom I pay dearly.
I want people to know so maybe they can make an informed decision next time they need to.

Broadband phone no longer working after Infinity i...

I use my broadband phone supplied with the hub as an extra phone, mainly to recieve calls downstairs as the main phone is upstairs, but it is no longer working after BT Infinity was installed, upgrading from BT broadband.
Any solutions?
Thanks

If its the phone you used with the old none infinity hub this may be of interest
http://community.bt.com/t5/BB-in-Home/BT-Infinity-and-No-Hub-Phone/m-p/39358
If any post helps tick the star box on the left
Just cause Im paranoid dont mean they are not out to get me

How can I stop broadband phone ringing with landli...

If you call the broadband number only the broadband phone rings - which is what I want.
But when you call my landline number both the landline phone and the broadband phones ring. I want just the landline phone to ring when you call the landline number.
In the settings section of the Hub Manager, for phone sockets it only has two options to choose from:
- BT Broadband Talk only
- BT Broadband Talk and landline
I need one that says "landline only" but there isn't one!
What do I need to do so only the landline rings when the landline number is dialled?
Thanks
Solved!
Go to Solution.

Hi alantragen and welcome
You need to change thsi via the hub manager
Enter http://bthomehub.home/ into your browesr.
Click settings (you will need to either change the default admin password (if it's the first time you've accessed it) or input the one you've already chosen)).
Nativgate to Telephones.
The menu is as displayed in the first post.
-+-No longer a forum member-+-

IPhone 4 replacement today due to water damage not able to recover contacts etc won't let me make/receive call until I log into I turns? Phone problem or sprint problem?

Got a replacement iphone 4 today. Could not recover contacts etc due to water damage. New phone won't let us make or receive calls until we hook up to itunes. Don't know what that means. Any help would be appreciated. Phone problem or Sprint problem?
Thanks!

If you have iTunes on your computer, plug the phone to the computer running iTunes. You will be guided by iTunes.
Download iTunes here (if you do not have it):
http://www.apple.com/itunes/

I'm having problems with facebook notifications. The sound doesn't work but shows up in banner. Any suggestions? I've tried everything but restoring. Is it a phone problem or an app problem?

I am having a problem with facebook notifications. The sound doesn't work but appears as a banner. I've tried everything but restoring the phone. Is this a phone problem or an app problem? Has anybody experienced this problem and were they able to correct it?

1) This is because of software version 1.1. See this
thread for some options as to how to go back to 1.0,
which will correct the problem...
http://discussions.apple.com/thread.jspa?threadID=3754
59&tstart=0
2) This tends to happen after videos. Give the iPod a
minute or two to readjust. It should now be more
accurate.
3) This?
iPod shows a folder icon with exclamation
point
4) Restore the iPod
5) Try these...
iPod Only Shows An Apple Logo and Will Not Start
Up
iPod Only Shows An Apple Logo
I think 3,4, and 5 are related. Try the options I
posted for each one.
btabz
I just noticed that one of the restore methods you posted was to put it into Disk Mode First rather than just use the resstore straight off, I Have tried that and seems to have solved the problem, If it has thank you. previously I have only tried just restoring it skipping this extra step. Hope my iPod stays healthy, if it doesnt its a warrenty job me thinks any way thanks again

BT Broadband & Phone Cooling Period

Hi
Basically i ordered & signed up for BT Broadband & Phone on 05.02.12 via phone. On the phone i was aware of how much my bill would be, activation date and delievery time. But an important factor i was NOT and i repeat was NOT told was that my cooling off period starts when i order and up till my equipment is delievered.
Now i recieved my equipment on 13.02.12 and all activated when i plugged it in. but after few days and not being happy with my services i decided to scan the market for better deals. Came across skys deal at the moment ( £22.50 a month ) for exactly the same as i have currently with BT. This was 20.02.12 i found this deal. Once i found it i decided to ring BT and discuss with them regarding me to cancel my subscription with them. Remember at this point un-aware of the cooling off period, but on the phone guess what im told? ' Well unfortually Mr Edy, the cooling off period starts from the time you order untill the date your equipment is delievered and activated '. ' If you want to cancel, we will have to charge you £230 '.
But what i dont understand and that is making me so angry. I was NOT told about this? Why wasn't i?
Now a member of BT, what can you do for me?
Aaron

Not to sound awful, but the chances are you would have been told that you have until the day of activation to cancel. If you're not happy, call sales and raise a dispute. They'll be able to get the call listened to and let you know the outcome.
If you were mis-sold, you'll have the opportunity to leave your contract. If you agreed to it (like most do as a passing comment) you're tied into the contract.
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the the reply answers your question then please mark as ’Mark as Accepted Solution’

Check online for broadband service problems in you...

Hi Everyone
If you have a broadband issue it's possible that there could be a temporary problem at your local exchange that is affecting every broadband connection in your area.
You can check this on our broadband service status page:
Check online for broadband service problems in your area
The service status page can be used to check if the internet and telephone network is OK in your area. It provides a list of known issues and planned engineering works and is updated regularly.
If a problem affecting your area has only recently been resolved, you may still need to restart your modem or router to restore your broadband service.
Thx
Kerry
Retired BTCare Community Manager - StephanieG and SeanD are your new Community Managers
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’.

Hi,
According to your description, I understand that the issue happens to several PCs with Outlook 2010.
I noticed that you have done several troubleshooting about the Outlook crash issue. I suggest we can install Outlook 2013 in a new computer and check whether the issue happens in Outlook 2013.
If the issue doesn’t happen in Outlook 2013, please update your Outlook 2010 to the latest patches and service packs and check whether the issue persists.
Regards,
Winnie Liang
TechNet Community Support

Nokia 3100 phone problem

Hello. It was at least a week back when my mobile suddenly stopped responding, it's shut down permanently. When I had luck and entered my PIN code(and the mobile didnt crash), when I tried to make any entry into it ( such as numbers, sms's etc.), it crashed. Once I have written a short sms, but that's it.
Now the mobile won't even power on anymore. And if it does, I enter like 2 PIN numbers and that's it. The battery appears to be charged.
I dunno. People tell me it's because it's old, some suggest it has been frozen due to the weather.
Model: Nokia 3100
Age : 2 years
Battery: BR-5C 3.5V Li-ion
Any problems like these in past?: Nope
Any ''hardware tweaking''?: No!!
I was commonly using it for 2 years, I really don't know what is going on.
I bought a new battery today -
(BR-5C). Inserted it in and turned on, nothing. So I plugged the phone into a recharger, after 10 mins it beeped and started recharging.
So I turned on the phone again, and the same problem occurred - ''Insert PIN code'' , after pressing a button or two the phone won't respond anymore and shut itself down after good 10 seconds. It turned randomly off and on, too :/
It'll be great if you could help.

have u stored too many ringtones,wallpapers etc in ur Gallery?and is there is only little free phone memory?if yes then that's the reason for ur phones problem(i faced the same problem when i was Nokia 3120 user).........if this is not the case then i think that it is a software issue,go to Nokia Care they will fix it up 4 u....good luck.

Renewing Broadband/phone package

After receiving the latest bill I realised the total cost had increased substantially, was I out of contract? Rang Bt to find out two calls to India didn't resolve the issue, finally went on live chat and eventually spoke to a lady in the correct department.
I told her what contract I had now and that I wanted it to be renewed exactly with the same items, the first read back I realised she had missed off Calls Anytime, the second read back she had missed off Net Protect. By now some two hours after I first started on this mission I asked her if she would confirm the order details by email, she told me that, that is the normal procedure for them to follow and an email was already on it's way. The monthly cost of this new plan was quoted at £3 less than the previous one so now I start to be concerned as to what if anything else is missing. Not to worry thought I the email will clarify everything.
Two email's have arrived one to tell me the broadband phone is now disconnected, didn't use it anyway so now worries there. The second email thanking me for choosing BT and my order will be with me in a few days, nothing about what I have renewed no confirmation on price. Checking on BT.com my account details everything but the two things the girl I spoke to missed from the order.
Can I get back to them to check, no, waiting times are anything from twenty to thirty minutes wait for a phone call that is if the line isn't dropped, same with live chat, no response.
Just what the hell has gone wrong with this company, the package I want is great for me, but the customer service is none existent, why can't I "A" be told my contract is about to end. "B" be given a dedicated phone number to ring to renew a contract. "C" receive an email listing all the relevant details of the package including price immediately after confirming the order. Or is this too much to ask?

try the bt options team where I prefer going to renew my contract and see if they can help clarify things for you I would add the packages have changed from a year ago so may display differently on mybt
options team 0800 800 030
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If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Bizarre Broadband / Phone line problem..... please...

Hi all
Currently suffering a very bizarre problem with BT Broadband. Here's the chronological order of what has happened, note that I run a wired connection to my computer from my BT hub (model version 3) that is connected to my phone line through an extension socket upstairs in my house.
1) Woke up and BB all of a sudden not working, orange BB light flashing on hub. Not touched or done anything different, BB worked fine the night before. Phones connected to extension sockets work fine.
2) Rang BT, they advised resetting hub etc. Still not working.
3) BT advised connect hub to another extension socket in my house. Still not working.
4) BT advised swap microfilters. Still not working.
5) BT ran line tests (quiet line etc.), detected no problems.
6) BT advised plug hub into master phone socket. Still not working.
7) BT advised unscrew master socket, remove faceplate and plug hub directly to test socket (the one with the direct link to the BT incoming phone line). Did and it works! Of course, phones then don't work as the faceplate is off so no extension sockets have a signal.
8) BT said it is not their problem to fix and must be an internal wiring problem since the incoming signal works fine.
My worry is, if it's an internal wiring problem then why do the phones still work? Is it possible that overnight the BB signal weakened and now doesn't transmit through my internal wiring? Please help as I currently can only have BB or phones working and not both together!
Thanks in advance
Mosh

ok you say your phones are still working is there any noise on the phones try the quiet line test dial 17070 if you hear any noise then that is the cause of your problem unfortunately if the noise is only heard on the extensions then the fault is down to you to repair as BT would charge you if however the noise can still be heard at the test socket then report it as a noise fault on 151 but do not mention broadband
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Intermittent broadband, phone interference - and t...

Hi, i have constant problems with my phone and a broadband connection that comes and goes. BT say broadband is picking up interference from my phones. There is no underground cable connection to my house. My phone and broadband come via overhead telephone wire. I have one computer connected via ethernet cable to hub. My hub and hubphone are connected to a dsl filter which is plugged in to socket on wall in living room. I also have one phone connected to dsl filter and plugged into socket in bedroom. I have a third phone connected to socket in study, this does not have a dsl filter. Tried unplugging this one so now study socket no longer in use but same problems still persist. What I can't seem to make anyone at BT understand is that I have three main sockets, I'm sure this is part of the problem.
When I moved here 7 yrs ago there was one main socket (in study). I asked for an engineer to fit broadband. He replaced cable to house with thicker cable. I also asked for extensions to be fitted in living room for PC and bedroom for phone. Instead of running cables inside house from main socket in study, he fitted two new cables to box under the eaves on outside wall of house. These two extra cables run down the outside wall, one goes to bedroom window, thru window frame into bedroom and into a main socket on bedroom wall. the other goes down outside wall of house to living room window, thru window frame into living room and into a main socket on living room wall.
Could having three main sockets be cause of problems? Have put up with this for 7 years now, its getting worse each year, at peak times I lose my connection every few minutes, or I cannot get connected at all. If the phone rings when I'm on the computer I am guaranteed to lose either my broadband connection or the phone will go dead. It can't cope with both!
Any suggestions?

Welcome to this customer to customer forum.
To enable forum members to help you, could you please read the web page that is shown below, which asks you to do a few checks first, and has some helpful hints.
When you have done that, please follow the instructions at the end, and post the results here, so members can offer advice. Thank you.
Speed and disconnections
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 connection problems

I have never 'posted' anywhere in all my 50+ years, basically I'm a female Luddite.
I have been forced to join this and to write here as the problems we are having are completely unacceptable. It has been going on for months.
I don't know where to go or what to do so............
It's the same rigmarole every time and when the weeks have passed (it's nearly 2 weeks this time) and eventually an engineer (always very nice people) comes out & they tells us it will never get better as the telephone pole is full to capacity and there's no where else to connect us to. It seems it will cost a lot of money to 'upgrade' the pole.
They explain this very kindly but basically it means BT is saying "Tough, put up with it".
Maddness has gone on.........
To 'improve' the connection they have moved the telephone to the most inconvenient location.....which resulted in absolutely no improvement at all as we are still in the same state except now with the phone upstairs by the loo!!!!!!
It's near the outside wall where the phone line enters the house so he said should work better....men travel in space but a phone line can't carry the calls down my stairs????
Can this be true?
BT broadband & their service is completely unreliable.
The only part of all this that IS reliable is ourselves, we reliably carry on paying our bills.........WE ARE IDIOTS.
I'm not sure how one signs off from these things so I'll just say........
Thank you.
Solved!
Go to Solution.

My apologies, I have no idea what 'adsl statistics' are or how to find them or my 'router'.
I don't think this is the place for me firstly as I have absolutely NO knowledge, I really, truly mean none and actually trying to access the forum is just adding more stress...as we have little to no connection, see below.
I do know that a new filter (which took, for some reason, 7 days to arrive in the post adding still more delay to any resolution)has been plugged in to the test socket since Thursday.
The result is basically no change.
We still have the intermittent, deafningly loud cracking on the line and to give you a snap shot of our broadband 'service' from yesterday, Saturday 20th July .......
Broadband On at 1.55pm.....Off at 2.46pm,     On at 2.48pm........Off at 2.57pm, On at 3.04pm....Off at 3.06pm,
On at 4.28pm..... Off at 4.30pm,   On at 4.35.......Off at 4.36pm,   On at 4.38.......Off at 4.38,   On at 4.48.......Off at 4.51,
On at 5.20pm......Off at 5.50pm,   On at 6.00pm......Off at 6.10pm,   On at 6.15pm......Off at 7.15pm,
On at 8.12pm....Off at 8.12pm.............................................
It's maddening and has been going on for months, we had no internet at all for weeks over Christmas and New Year, NONE.
We can't get rid of BT broadband 'till they sort out the line, no other company will take us on, we have tried, if you have cracking on the line they are not interested.
Catch 22.
If I don't re-appear it's not that I'm being rude it's either that I can't as we have even less 'service' if that is possible or BT have, eventually, broken me.
Thank you again.

Broadband Activation Problems

Hi there. I'm hoping one of the mods picks this up as from reading some other posts, it seems that it is the quickest way to get this type of problem sorted and lots of people seem to have had the same issue.
My broadband activation date was 13 December but this never happened as I was told there was an issue at the exchange and that a new order had to be put through but this would be escalated and my broadband would be activated on Monday 16 December. Guaranteed!! I called the call centre on Monday 16 December to make sure this had been done and was told that it hadn't been escalated but they would do it now and my broadband would be activated within 24 hours. I was told this by a supervisor. 24 hours came and went and still no broadband. Yesterday, 18 December and I received a text and email telling me that my broadband was ready to use so I got home and tried it and still the red flashing broadband sign on the home hub. I called in and was told that Wholesale had closed off the order or the escalation and that everything should be ok but to leave it till midnight. This morning it still wasn't working so I called in and was told, again, that there was a problem with the order and that they would have to send another order to Wholesale or the exhange. I spoke with someone in the Customer Options team, which I assume is athe complaints section and was told that definitely it would be on in the next 48 hours. I do not believe this and now know, after speaking with a friend who is an engineering supervisor with BT, that it's more likely going to be a few weeks before my broadband will be activated. I am on the verge of cancelling my contract as the service has been very poor (I'm being very kind here) but if a mod can reply to this with maybe some contact details then I can give them my other details such as account number and telephone number. Things seem to get resolved (or at least you get told the truth) when a mod gets involved. Thanks in advnace. Stephen Campbell

Once the Forum Mods have read your post they will post an invite here once you reply to them they will take personal ownership of the problem until resolved.
Do not send them a Personal Message as this is the incorrect contact method and cannot be properly tracked also the mod contacted may not be on shift for sometime and this will delay your help
The forum mods normally reply within 3/5 working days after you have contacted them
They will contact you personally by email or phone
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Broadband + phone problem!

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