BT faster broadband connection, banded profile app...

Hi can a helpfull person reset the DLM on my line please to remove banded profile, I had another issue
I was trying to resolve which has forced me to move and restart the router many times over the last few days.
I have had poor wifi on my homehub 5 and tried relocating it differnt places. I have noticed that
every time I turn the homehub 5 on, the internet speed has gotten slower. The upload speed
is now a lot slower that it was
I have now, turned off the homehub 5s wifi and cabled 2 acesss points, so wifi works great now and
router is in its final place.
Solved!
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jondonnelly wrote:
Hi, is there any way to safely power down the router (HH5)without triggering the DLM?
for completeness my stats. My line line is approx 2.4km.
openreach estimated, 2-3mb clean, 1.5-2mb impacted.
VDSL uptime: 0 days, 09:35:376. Data Rate: 797 / 100057. Maximum Data Rate: 1197 / 122658. Noise Margin: 18.1 / 6.79. Line Attenuation: 0.0 / 34.5
Theres something wrong with your data rate
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Similar Messages

Slow Broadband Connection - Likely IP Profile Issu...

Hello,
For an age I've had a rubbish broadband connection, but the hassle of call centres and engineer visits have put me off sorting it out. In August I got frustrated enough to try to get it resolved - I have a couple of work/study things that need a decent internet connection. After repeatedly trying all the troubleshooting guides and the suchlike, I finally noticed a reference to IP Profiles on the BTW performance test results.
Further research suggested my practice of turning the Home Hub 3 off when not in use has likely resulted in a fault profile being created, limiting me to 0.25Mbps. This conclusion was backed up by a relative and a friend who are BT engineers. I left the Home Hub 3 on for 30 days, but there was no improvement. I turned the hub on and off to see if it needed to reset itself, but no improvement. It has now been on for 12 days. The advice on the forum and from others seems to be that I need BTW to reset my profile as it has become set at the fault level, because I left it too long to sort out.
I have now sent an email to BT support, but the initial response suggests they are going to go through every step on the way, despite me laying out all of this. I keen to know your thoughts on if I'm in the right diagnosis area and whether there's a quicker way to get the IP Profile reset to see if that is the issue?
Many thanks,
Gavin
BTW Performance Test now:
Download speed achieved during the test was - 0.25 Mbps
For your connection, the acceptable range of speeds is 0.1 Mbps-0.25 Mbps.
IP Profile for your line is - 0.25 Mbps
Upload speed achieved during the test was - 0.8Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.83 Mbps
ASDL Line Status now:
ADSL Line Status
Connection Information
Line state: Connected
Connection time: 12 days, 22:13:59
Downstream: 286.3 Kbps
Upstream: 1.016 Mbps
ADSL Settings
VPI/VCI: 0/38
Type: PPPoA
Modulation: G.992.5 Annex A
Latency type: Interleaved
Noise margin (Down/Up): 31.5 dB / 6.0 dB
Line attenuation (Down/Up): 13.1 dB / 8.0 dB
Output power (Down/Up): 18.1 dBm / 12.7 dBm
FEC Events (Down/Up): 0 / 8929
CRC Events (Down/Up): 1 / 13883
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
HEC Events (Down/Up): 0 / 2794
Error Seconds (Local/Remote): 1 / 441

it is not an IP Profile issue as on ADSL2+the profile follows the connection speed automatically your problem is a banded profile caused by a number of hub disconnections /restarts you need to maintain a stable connection 24/7 for the next 3/5 days and then your noise margin will then start drop and your speed start to increase this link explains more http://forumhelp.dyndns.info/speed/speed_drop.html
Here is a basic guide to getting help from the community members done by CL Keith Please read through the link posted http://forumhelp.dyndns.info/speed/first_steps.html
once you have posted the information asked for then the community members can help you more
Thank You
This is a customer to customer self help forum the only BT presence here are the forum moderators
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In the middle of downloading an update for garage band and lost the connection, now the app won't open or finish the download. Can I reinstall the app without losing my music?

In the middle of downloading an update for garage band and lost the connection, now the app won't open or finish the download. Can I reinstall the app without losing my music?

The obvious way to resolve this on a computer would be to uninstall the app, then reinstall it, however on an iOS device that would cause all the data assoicated with the app to be thrown away.
Make sure your iTunes library has the latest updates for all your apps, then backup and restore the device. This should pull back a fresh copy of the app from your iTunes library and then give it the data from your device backup.
tt2

I have broadband connected to laptop can i update all my apps connecting to itunes intalled in my laptop

i have broadband connected to laptop can i update all my apps connecting to itunes intalled in my laptop

You can download app updates on your computer's iTunes and then sync those updates to your device(s) - that is the computer that you sync the device(s) to ?
When you connect a device to a computer's iTunes, then on its Apps tab you should be able to scroll through the listbox of apps and click the 'Update' button next to the apps that have updates on your computer that you want to sync to the device, and then click the Apply/Sync button bottom right of the screen.

Very slow Broadband Connection - 330kbps

Hi,
My Broadband connection has been quite fast (around 2700kbps) until recently.
Having worked from home on several occassions in the last few months, due to the weather, I have exceeded my usage allowance. BT have charged me and I don't have any issues with that. However I have noticed that my internet radio is unusable as it keeps buffering. I also have become aware that the PC has become slower when online. A quick check using a speed tester revealed that the download speed is 330kbps and I know for certain that this speed was over 2700kbps a few weeks ago.
Reported the issue to BT on the 24th February (VOL011-29787652863) and the problem is still ongoing. The helpdesk settings on the HomeHub2 tells me that the connection bandwidth is 448 / 448 and this is backed up by BT speedchecker advising of an IP profile of 350k.
Yesterday and today have been spent on the phone to BT who have remotely connected to my PC and told me there is nothing wrong. Called again today and was advised that it was my location from the exchange, which I insisted was incorrect.
It seems to me that the Broadband Remote Access profile has been clamped but BT will not admit to that and have advised that I either have a line fault or it is due to the distance from the exchange.
As I type they are trying to call again - why can't they just fix the issue - they have all the diagnostic tools they need to identify the problem.
Solved!
Go to Solution.

Update - no response to the email to the forum admin folk but BT are still working on the issue and have asked me to retry.....no luck I'm afraid, as the speed is still dreadful. After reading all the useful info on this forum I have gone through all the diagnostics again and have plugged the HUB to the 'direct line to the exchange', so passing any house wiring. Speedchecker still says that the IP profile is 250k ... but interestingly the connection now shows 448 / 1840!
Back on the phone to the helpdesk and they have arranged for an engineer to visit my house. The earliest suitable time was next week, so we'll see what happens. Meanwhile I've ordered a MAC code from BT in case I have to move to another provider.

Broadband connection going up and down like a yo-y...

Hello,
I see many people have had very similar problems but can't really find a good solution through browsing the forum. So I'll put some data here and let's see if somebody has good ideas.
- Victorian terrace so old cabling, phone line works all the time, quiet line test normall (hum with cordless phone).
- BTHomeHub2 always shows blue broadband icon even when there is no connection. Connected via ADSL filter to the main socket, which to me seems to include NTE5. Connecting to test socket makes no difference.
- Loose connection all the time, often (but not always) resetting HomeHub helps for some 30min-2hours and then goes down again. At the moment seems to be mostly down. Loosing connection in practice means that none of my computers have IP addresses.
- I have computers connected via Ethernet and WiFi, latter does not seem to be causing the issue as when the problem is there, Ethernet connected computers have it too (no IP address).
- Linestats, speedtest and diagnostic test attached, these all taken at a time when it was working. When it isn't working, my computer doesn't have an IP address so to my knowledge I couldn't access these tools anyway.
Does this give a hint what might be the issue?
When I looked at this helpful site http://www.kitz.co.uk/adsl/linestats.htm , paragraph BT's fixed rate limitations seems to imply that I should be running fixed 1 Mbps rather than trying to get anything higher. Would that be the reason? No idea how you would go to that lower fixed rate anyway.
SpeedTest:
Diagnostic test:
Cheers,
Ari
Solved!
Go to Solution.

From looking at your router stats it looks like you are in a banded profile due to all the resets as you tried to get a better connection - everytime you reset tge speed keeps coming back to 4544. If you continue with the resets your banding will deepen and your connection speed will go lower and your noise margin higher. You need a stable connection
are you currently connected to the test socket
http://www.plus.net/support/broadband/speed_guide/broadband_terminology.shtml
there are problems with the older hh2 and it may be you try and get CS to replace your hub. Provided you are in contract it should be free
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Banded Profile after BT repair

I've been doing a lot of reading over the last few days and believe I have a Banded Profile. I suspect the answer to my question is going to be "Wait until you have had a stable connection for three days and it'll be lifted" but I have a few questions.
History:
Moved into this house mid 2010. Signed up for BT Broadband, phone and BT Vision. Broadband was about 2 Mbps download. Line was a bit crackly. Broadband often dropped when the phone rang.
BT came out and cured the noise BB was up to 3.5-4 Mbps. Bought the BT BB Accelerator Plate. Fitted and 48 hours later had 8-10 Mbps. Hub used to restart once every 2-3 months. No issues no problems.
Until 2 weeks ago.
The Problem:
One day the phone line was very noisy. The broadband constantly dropped and often would not get a connection for hours. When it did it might last 5 minutes. Long story short it was a fault in the line between the street pole and the master socket. Once replaced the line was clearer than ever and the BB was back on.
It was running at 10 Mbps for the best part of a day AFTER the line was replaced. I tested by picking up the phone and making calls inbound and outbound. Nothing caused it to drop. Until the following morning when the hub rebooted itself. Thinking this was just a part of the checks it does now the line was back I ignored it until I realised the speed is down to 3,072 Kbps.
Speaking to BT they mentioned i had a high "Noise Margin" and unable to get a decent explanation other than just wait and it'll come back, I started Googling and found this site. Much reading later (and I HOPE understanding) it appears I have a Banded Profile. I have noticed the general advise is wait until you have 3 days without an interrupted connection before asking for help. Previously I was rebooting every evening and morning on the advise of a work colleague. I got to 3 days uninterrupted earlier today. Came home at 6pm, checked the router stats and found it must have rebooted around 12pm (which should have taken it over 3 days) I checked the speed and it's 3,072 Kbps still. My upstream has increased from 1,038 to 1,138 Kbps. With that the Upstream Noise Margin has dropped from 9.7 dB to 6.3 dB, but why not my downstream Noise Margin? Downstream is still 14-16 dB.
I realise the banded profile is imposed because the constant reboots made BT think it's an unstable line - which it was DURING the fault. However i had a good 18 hours or so with 10 Mbps (with no hub reboots) after the repair only for one hub reboot to apparently cause the Banded Profile (or at least be the one that cause the Banded Profile to be invoked).
Am I correct in thinking 6 dB is best/optimum Noise Margin?
Do I have to wait another 3 days (or more) for the downstream to be adjusted separately?
I can't believe there is still a fault with the line. The line was fine all the way to the street pole but the engineer suspects the line to the house was very old and possibly had a break.
What if I can't get back the old speed I had? It's not life and death but it's infuriating to have 10 Mbps for 2 years, have something fixed and then get about a third of that...
In case it helps stats today
ADSL Settings
VPI/VCI 0/38
Type PPPoA
Modulation G.992.5 Annex A
Latency type Interleaved
Noise margin (Down/Up) 14.6 dB / 6.1 dB
Line attenuation (Down/Up) 32.9 dB / 14.8 dB
Output power (Down/Up) 17.1 dBm / 1.7 dBm
Loss of Framing (Local/Remote) 0 / 0
Loss of Signal (Local/Remote) 0 / 0
Loss of Power (Local/Remote) 0 / 0
FEC Errors (Down/Up) 537 / 0
CRC Errors (Down/Up) 0 / 0
HEC Errors (Down/Up) 0 / 0
Error Seconds (Local/Remote) 0 / 0
Thank you
Solved!
Go to Solution.

Like this?
ADSL line status
Connection Information
Line state Connected
Connection time 0 days, 09:12:37
Downstream 3,072 Kbps
Upstream 1,135 Kbps
ADSL Settings
VPI/VCI 0/38
Type PPPoA
Modulation G.992.5 Annex A
Latency type Interleaved
Noise margin (Down/Up) 14.5 dB / 6.2 dB
Line attenuation (Down/Up) 32.9 dB / 14.8 dB
Output power (Down/Up) 17.0 dBm / 1.7 dBm
Loss of Framing (Local/Remote) 0 / 0
Loss of Signal (Local/Remote) 0 / 0
Loss of Power (Local/Remote) 0 / 0
FEC Errors (Down/Up) 642 / 0
CRC Errors (Down/Up) 0 / 0
HEC Errors (Down/Up) 0 / 0
Error Seconds (Local/Remote) 0 / 0
If so it was a copy and paste error.
Not doing any more manual reboots/restarts....
BTW are those FEC errors an issue? I didn't think so, but i've already misunderstood one thing so far...

Broadband connection rate very low

Hello,
around about the start of August 2011 my connection started to drop out frequently. Before this began to happen my connection had been around 2000kb to 2500kb since installation.
i have reported the fault twice and both times I have been informed that the issues has been fixed but i have recieved no change in my connection or the behavour of the line the home hub stats are as follows
ADSL Line Status
Connection Information
Line state:
Connected
Connection time:
0 days, 00:08:34
Downstream:
320 Kbps
Upstream:
448 Kbps
ADSL Settings
VPI/VCI:
0/38
Type:
PPPoA
Modulation:
G.992.1 Annex A
Latency type:
Interleaved
Noise margin (Down/Up):
8.8 dB / 17.0 dB
Line attenuation (Down/Up):
52.9 dB / 31.5 dB
Output power (Down/Up):
13.4 dBm / 12.3 dBm
FEC Events (Down/Up):
2076 / 0
CRC Events (Down/Up):
0 / 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):
0 / 0
Error Seconds (Local/Remote):
39 / 26
and a test with BT speedtest reveals the following
Download speedachieved during the test was - 222 Kbps
For your connection, the acceptable range of speeds is 50-250 Kbps.
Additional Information:
Your DSL Connection Rate :320 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 250 Kbps
The results above are a good day with the connection often the connection rate is 100-150kb
I have only 1 telephone socket in my house which my home hub is connected to. i have also connected into the test socket with no change in the connection rate.
When I do a line check from my neighbours computer the results read that this issue is known to BT. also if I check my neighbours line from my computer it reports this issue is also known to BT.
My neighbour and i have the same issues with our broadband connection at the minute. So this just confirms to me that the issue is beyond our homes.
I am almost at the end of my teather with this issue as my internet is unseable most days
i hope someone can help me.
Chris

if bothe you and your neighbour are having the same problems then would appear to require an engineer. contact the mods for assistance http://bt.custhelp.com/app/contact_email/c/4951
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Have I been put on a banded profile?

Hello.
On monday I did a reboot of my modem+router and when it connected to internet I have noticed
my achievable sync rate and attainable net data rate has gone down by about 10 Mbps.
I am usually able to sync at around the 48 Mbps and my maximum attainable net data rate has always
been around the 60 Mbps. Now I am only able to sync at no more than about the 42 Mbps and my
attainable net data rate is now showing no more than around the 50 Mbps.
I have been suffering from noise issues lately and so is it possible the DLM has put me on a
banded profile? If I have been put on a banded profile, will the DLM slowly give me back my
line capable speed if the issues go away?
Unfortunately I have never been able to get the further diagnostics check of the BT Wholesale
Broadband Performance Test to work since upgrading to BT Infinity and so I can`t check to
see if there is any indication I am on a banded profile from this check.
This is on a wired connection not wireless.
Thanks in advance for responding.

I have tried a reset of the modem but it doesn't make any difference.
This is what I get now.
VDSL Port Details       Upstream         Downstream
               Line Rate:      7.498 Mbps       41.852 Mbps
    Actual Net Data Rate:      7.479 Mbps       41.777 Mbps
          Trellis Coding:         ON                ON
              SNR Margin:        6.0 dB            6.1 dB
            Actual Delay:          0 ms              8 ms
          Transmit Power:        4.4 dBm          12.7 dBm
           Receive Power:       -7.1 dBm         -13.1 dBm
              Actual INP:        0.0 symbols       3.0 symbols
       Total Attenuation:       11.7 dB           25.8 dB
Attainable Net Data Rate:      7.572 Mbps       50.315 Mbps
This is what I did have before the 19th of May.
VDSL Port Details       Upstream         Downstream
               Line Rate:      8.354 Mbps       48.534 Mbps
    Actual Net Data Rate:      8.334 Mbps       48.447 Mbps
          Trellis Coding:         ON                ON
              SNR Margin:        6.1 dB            6.5 dB
            Actual Delay:          0 ms              8 ms
          Transmit Power:        4.5 dBm          12.6 dBm
           Receive Power:       -7.0 dBm         -12.8 dBm
              Actual INP:        0.0 symbols       3.0 symbols
       Total Attenuation:       11.5 dB           25.5 dB
Attainable Net Data Rate:      8.502 Mbps       58.822 Mbps
As you can see, there is a loss of capable sync speed on my maximum
attainable net data rate sync speed which was always around the 60
Mbps but now at around the 50 Mbps.

Broadband connection and speed problems

Hi,
On Wednesday morning my broadband connection went down and could not reconnect from 600am til 700pm. It did manage to get a connection to stay up at around 900pm, but since then the connection has dropped about four times a day.
I have checked my equipment, wiring etc, connected directly to the test socket, using a new ADSL microfilter etc etc. I have also checked for known problems in my area and have done some quiet call tests(17070).
There are apparently no problems in my area, but a couple of the quiet call tests were crackly.
Since last night (Friday) at around 900pm the connection has managed to stay up but my connection speeds, both up and down are much much lower than they used to be.
Since Wednesday night I have performed some BT speedtests.
D/L Profile for my line is - 17.64 Mbps, but actual speed currently varies between around 8 and 11 Mbps.
U/L Profile for my line is - 0.83 Mbps, but speed currenty varies between 0.01 and 0.3 Mbps.
Before Wednesday, my download speeds were typically 16-17Mbps and upload speeds were typically 0.8Mbps.
With very little variation.
I have included some stats from my BT HH3...
Wednesday nights ADSL Line status, after I managed to get a connection to stay up. below;
ADSL Line Status
Connection Information
Line state: Connected
Connection time: 0 days, 04:59:49
Downstream: 18.65 Mbps
Upstream: 443.9 Kbps
ADSL Settings
VPI/VCI: 0/38
Type: PPPoA
Modulation: G.992.5 Annex A
Latency type: Fast
Noise margin (Down/Up): 4.9 dB / 26.4 dB
Line attenuation (Down/Up): 11.1 dB / 5.3 dB
Output power (Down/Up): 20.1 dBm / 12.9 dBm
FEC Events (Down/Up): 0 / 0
CRC Events (Down/Up): 758 / 36
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): 23957 / 6
Error Seconds (Local/Remote): 300 / 4
Current ADSL line status. After the line being up for 17 hours below;
ADSL Line Status
Connection Information
Line state: Connected
Connection time: 0 days, 17:17:36
Downstream: 19.52 Mbps
Upstream: 443.9 Kbps
ADSL Settings
VPI/VCI: 0/38
Type: PPPoA
Modulation: G.992.5 Annex A
Latency type: Fast
Noise margin (Down/Up): 3.2 dB / 28.1 dB
Line attenuation (Down/Up): 11.0 dB / 5.2 dB
Output power (Down/Up): 20.2 dBm / 12.2 dBm
FEC Events (Down/Up): 0 / 0
CRC Events (Down/Up): 133 / 36
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): 636 / 9
Error Seconds (Local/Remote): 117 / 4
One thing that stands out is the Noise Margin of 4.9dB and now 3.2dB. I gather that these values are on the low side. Is 3.2dB acceptable?
I assume my line attenuation values are low as I live very close to my local exchange. I assume that these values are good.
There are some CRC HEC and Error Seconds values. I must admit that I dont fully understand these but I assume these are not good.
One other thing worth mentioning is that the phone cable to my property comes along my front wall over from a neighbouring property. Whilst checking this cable this morning in the daylight, I have noticed that someone, most probably my neighbour, has pulled the cable way from its fixing on the wall in order to put a fence post up on the wall.
The fence post has been there for a few months, with no apparent affect ro my phone and broadband, but I'm concerned that this could have damaged the cable, splitting the shielding or breaking a wire in the cable, or perhaps loosened the connectors to the juntion box it is connected to on the neighbours wall.
Could damage to the cable be the cause of my connection and speed problems?
Also, is it possible that my BTHH3 is faulty?
Any advice would be very welcome.
Thanks
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A little more information.
I have noticed that on a number of occasions when making or receiving voice calls, the broadband connection completely drops. It doesnt happen on all calls, and doesnt seem to happen when just going 'offhook' and listening to a dialling tone.
There is a definite crackle and hiss on most of the voice calls. But only seems to be audible on the home phone.
After a little browsing, I came upon a logging program "Routerstatshub". When I leave this running it logs changes to ADSL stats.
Looking at the logs, I've noticed that when making voice calls, the upstream noise margin always seems to drop considerably, sometimes down to 0dB.
On some calls, both upstream and downstream noise margin drop to 0dB and the broadband connection drops.
I have also noticed that upstream line attenuation increases from around 5dB to around 28dB every hour or so. This doesnt appear to coincide with the voice calls.
CRC and HEC error increase dramatically at the same time as the noise margin changes. HEC goes up by 10s of thousands.
I'm still directly connected into the mastersocket with a new microfilter and no extension cable.
By the way, my connection speeds went down to an all time low yesterday , 1.7Mbps down.
I have now replaced my DECT phone with a corded phone and will make some more voice calls to see if that makes any difference.
Any ideas about what the problem could be would be greatly appreciated.

Trying to get broadband connected...

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

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

Cannot Connect to Mac App Store

When I open the MAS, I get a "Cannot Connect to the App Store" alert in the window.
When I try to signin, I receive a red "Connection failed" message in the signin dialog box.
When I go to Software Update from the Apple Menu, I receive a notice that "Software Update can’t connect to the update server. Make sure you’re connected to the Internet, and then try again."
When I click on the Network Diagnostics button presented and go through the diagnostic, my network reports operating perfectly.
When I go to an app on the iTunes web-storefront click on the "View in Mac App Store" button, the MAS launches, but I get the same connection error.
I can sign in to the iTunes store. I can update software on my iDevices by using the iOS App Store. I have no problems there. It's just the MAS.
Apple support articles say:
If you’re having trouble using App Store, try these solutions:
If you see a message that your computer can’t connect to App Store, make sure your Internet connection is working. If you can open a web browser and view a website, there may be a problem with the store. Try using App Store again later. [I've been trying for two days, and there aren't a lot of issues like this on the first page of the discussions section, so I think it's probably not a common error at the moment...]
Make sure your computer’s date, time, and time zone are set correctly in Date & Time preferences. Choose Apple menu > System Preferences, and then click Date & Time. [These are correct.]
Make sure your Apple ID information is accurate and that you don’t need to correct a problem with a previous purchase. To verify your Apple ID information and review your purchase history, choose Store > View My Account or click Account in the Quick Links section. [I can't connect in the app, so...]
If you’re still having trouble, click Support in the Quick Links section. [I couldn't find QuickLinks, but no other support article seems to be availlable to help this problem.]
I have restarted my computer, I have removed the App Store with AppDelete and reinstalled from the Lion 10.7.4 Client Combo. I've got no change.
I did notice that the MAS window menu reports the name of the window as "Firenze", which seems weird to me. Can anyone advise me?
kernal.log
Jun 20 00:39:41 MyMachine kernel[0]: 2.4.0 m69d3947c
Jun 20 00:39:41 MyMachine kernel[0]: 2.4.0 f7499348
Jun 20 00:39:41 MyMachine kernel[0]: 2.4.0 m639defac 647 ->Software Update<-
Jun 20 00:39:41 MyMachine kernel[0]: 2.4.0 m1958bd17
Jun 20 00:39:41 MyMachine kernel[0]: 2.4.0 m69d3947c
Jun 20 00:39:41 MyMachine kernel[0]: 2.4.0 f7499348
Jun 20 00:39:41 MyMachine kernel[0]: 2.4.0 m639defac 647 ->Software Update<-
Jun 20 00:39:41 MyMachine kernel[0]: 2.4.0 m1958bd17
Jun 20 00:39:42 MyMachine kernel[0]: Software Update (map: 0xffffff8019bc0f68) triggered DYLD shared region unnest for map: 0xffffff8019bc0f68, region 0x7fff95000000->0x7fff95200000. While not abnormal for debuggers, this increases system memory footprint until the target exits.
Jun 20 00:39:58 MyMachine kernel[0]: 2.4.0 m69d3947c
Jun 20 00:39:58 MyMachine kernel[0]: 2.4.0 f7499348
Jun 20 00:39:58 MyMachine kernel[0]: 2.4.0 m639defac 660 ->App Store<-
Jun 20 00:39:58 MyMachine kernel[0]: 2.4.0 m1958bd17
Jun 20 00:39:58 MyMachine kernel[0]: 2.4.0 m69d3947c
Jun 20 00:39:58 MyMachine kernel[0]: 2.4.0 f7499348
Jun 20 00:39:58 MyMachine kernel[0]: 2.4.0 m639defac 660 ->App Store<-
Jun 20 00:39:58 MyMachine kernel[0]: 2.4.0 m1958bd17
Jun 20 00:39:58 MyMachine kernel[0]: 2.4.0 m69d3947c
Jun 20 00:39:58 MyMachine kernel[0]: 2.4.0 f7499348
Jun 20 00:39:58 MyMachine kernel[0]: 2.4.0 m639defac 660 ->App Store<-
Jun 20 00:39:58 MyMachine kernel[0]: 2.4.0 m1958bd17
Jun 20 00:39:59 MyMachine kernel[0]: App Store (map: 0xffffff801c96e878) triggered DYLD shared region unnest for map: 0xffffff801c96e878, region 0x7fff95000000->0x7fff95200000. While not abnormal for debuggers, this increases system memory footprint until the target exits.
system.log
Jun 20 00:39:39 MyMachine installd[652]: Starting
Jun 20 00:39:39 MyMachine installd[652]: uid=0, euid=0
Jun 20 00:39:41 MyMachine [0x0-0x20020].com.finderpop.fp-injector[328]: FinderPop-beta-x86_64-24209: Patching 'Software Update' 0:5b05b (CF-c)
Jun 20 00:39:41 MyMachine Software Update[647]: Performance: Please update this scripting addition to supply a value for ThreadSafe for each event handler: "/Library/ScriptingAdditions/SIMBL.osax"
Jun 20 00:39:49 MyMachine installd[652]: Exiting.
Jun 20 00:39:58 MyMachine [0x0-0x20020].com.finderpop.fp-injector[328]: FinderPop-beta-x86_64-24209: Patching 'App Store' 0:5c05c (CF-c)
Jun 20 00:39:58 MyMachine App Store[660]: Performance: Please update this scripting addition to supply a value for ThreadSafe for each event handler: "/Library/ScriptingAdditions/SIMBL.osax"
Jun 20 00:41:22 MyMachine [0x0-0x20020].com.finderpop.fp-injector[328]: FinderPop-beta-x86_64-24209: Patching 'System Preferences' 0:5d05d (CF-c)
Jun 20 00:41:22 MyMachine System Preferences[665]: Performance: Please update this scripting addition to supply a value for ThreadSafe for each event handler: "/Library/ScriptingAdditions/SIMBL.osax"
Jun 20 00:41:25 MyMachine Finder[261]: CFPropertyListCreateFromXMLData(): Old-style plist parser: missing semicolon in dictionary.
Jun 20 00:41:27 MyMachine System Preferences[665]: Killed finderpop-daemon
Jun 20 00:41:27 MyMachine com.apple.launchd.peruser.502[179] ([0x0-0x20020].com.finderpop.fp-injector[328]): Exited: Terminated: 15
Jun 20 00:41:27 MyMachine [0x0-0x5d05d].com.apple.systempreferences[665]: FinderPop-x86_64-24209 - removed myself from Login Items (1)
Jun 20 00:41:34 MyMachine installd[681]: Starting
Jun 20 00:41:34 MyMachine installd[681]: uid=0, euid=0
Jun 20 00:41:44 MyMachine installd[681]: Exiting.
Daignostic and Usage:
6/20/12 12:39:40.635 AM Software Update: SWU: scan found 0 products:
com.apple.message.uuid: {Alphanumeric removed}
com.apple.message.domain: com.apple.SoftwareUpdate.time.scan
com.apple.message.signature: FAILURE: (null)://localhost/
com.apple.message.result: failure
com.apple.message.value: 0.63927
com.apple.message.value2: 930.995
com.apple.message.signature2: Software Update
com.apple.message.signature3: SUScanResultCode, 100
6/20/12 12:41:35.190 AM Software Update: SWU: scan found 0 products:
com.apple.message.uuid: {Alphanumeric removed}
com.apple.message.domain: com.apple.SoftwareUpdate.time.scan
com.apple.message.signature: FAILURE: (null)://localhost/
com.apple.message.result: failure
com.apple.message.value: 0.07725
com.apple.message.value2: 116.113
com.apple.message.signature2: Software Update
com.apple.message.signature3: SUScanResultCode, 100
Is it really just a a server down, or is there a bigger problem?
(Couldn't edit profile; change is 12 GB RAM)

Hi ..
Fist, uninstall Fingerpop beta > http://www.finderpop.com/manual/210/title.html
"/Library/ScriptingAdditions/SIMBL.osax"
Next, open a Finder window. From the Finder menu bar click Go > Go to Folder
Type this exactly as you see it here:
/Library/ScirptingAdditions
Click Go
Move the SIMBL.osax files from the ScriptingAddtions folder to the Trash
Try the App Store.
edited by: cs

Lack of Broadband Connection

I have had problems with my broadband connection for over a week now.
I have rung BT on two occasions and spent up to 45 mins and 30 mins respectively and been passed around all the departments as no-one appears to have any idea what is the problem.
When I complained on line, miraculously it was found to be a fault with my broadband, and I have been advised that I will be called to sort out - to be fair this did happen the first time, but was not in the timescale indicated so I was not available.
I was then advised I would be called again, I wasn't, but the email reply assured me that I had been - as I have missed call facilities on both the telephone numbers I gave, I know this to be incorrect on the part of the complaints team.
I did call back as requested, but was put on hold and after waiting ten mintues, I hung up - NB I have a young baby and cannot spend time after time on the phone instead of looking after him.
To date, I have no broadband connection and no further contact from the Complaints Team. Suffice to say, I don't feel in the slightest bit valued by BT and you can be assured I will not be paying my broadband bill for this month when a company of BT's magnitude cannot even send an engineer our or similar to resolve
Any help/suggestions gratefully received.
A very very disgruntled customer.......

Hi belle66,
Thanks for the post. I'm sorry to hear about the issues you've had with your connection if the checks imjolly has suggested don't work I'll be happy to look into this for you.
If you need help please use the 'contact the mods' link in my forum profile under the 'about me' section to send in your details. You can find the link by clicking on my username.
Thanks
Neil
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 :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

No Broadband Connection

Last night at around 10:30 pm my broadband connection stopped and the light on the Homehub went out... We have been having very slow speed issues for over 2 months now so I don't know if this has something to do with it? Any help would be great as I need a working connection... BT are trying to put the blame that the problem lies within our home... We no full well it's something they have done there end!
Solved!
Go to Solution.

Hi Welcome to the forums
If you post the full stats from your router
For homehub – type 192.168.1.254 into your browser
Navigate to ADSL Settings or use the A-Z at the top right of the home page and scroll down to ADSL Settings and click on it
Click on More Details and then post the full results.
also post the full results from http://speedtester.bt.com/
or http://bt.custhelp.com/app/answers/detail/a_id/9354/c/346,4740,5520 and post the results .
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
Then someone here may be able to help and offer more advice.
This is a customer to customer self help forum the only BT presence here are the forum moderators
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

Unlimited Faster Broadband

I've recently been upgraded to UFB which included replacing a Hub2 with a Hub5. According to the engineer, the Hub2 could still be used on the new circuit, as a backup in case of Hub5 failure. However the Hub2 will not connect to the internet.
1) Is there a method of connecting the Hub2 to the UFB circuit?
2) If not, what would happen if I decide to use another ISP?
Tom Paterson
Solved!
Go to Solution.

This product iI think is the FTTC product but because your connection speed was estimated at 15mb or less you cannot get infinity but can get unlimited faster broadband. If that is the case then the hh2 which is adsl won 't work
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’.

BT faster broadband connection, banded profile app...

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