BT O/R Boost Engineer coming.

Hello all, after 13 days since upgrading, the connections been odd, at the start it loved the faster speeds, 8-10 ping, now i have a ip profile of 65mb, which i am pretty happy with, However, the throughput on this looks like it is glitched or not released its cap properly on the 13th, so in MY BT its showing 38/9 STILL, and when running a BT speedtest, i have had results reaching between 3-30/40mb.
I have a Boost Engineer coming this weekend, and hope can get this line running at its full potenetial.
I had not heard of BT O.R boost engineers til today .
Update you after the visit
------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------BT Infinity 2 | 80/20 | SamKnows™ Infinity 2 Member | (EASBF)
Stephen

Amazing, BT OR engineer arrived 8:50am , twiddled his beepy device, notched me up to a kinky 70+mb speed.
He also gave me a spanking new modem, a 3B! Huwaei with white power cable
Ill monitor speeds , so far its good
------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------BT Infinity 2 | 80/20 | SamKnows™ Infinity 2 Member | (EASBF)
Stephen

Similar Messages

Due a visit from a BT Boost Engineer, but what wil...

Hi,
Had a meesage left on my answer machine informing that a Boost Engineer was coming to visit me. I haven't asked for one and after a long and painful series of engineers to resolve previous issues all is working fine now? Anyone know what this is and what's involved?
Thanks
CJDJ1

Hi CJDJ1,
Thanks for the post.
A broadband boost engineer is a specially trained engineer who is able to look at both sides of your connection, the network side and also your internal setup. Usually broadband boost engineers will be booked when the network side of things is looking okay and the issue is more than likely internal, or if the issue seems more complicated and more time on the job is required to fix.
If you are happy with how your connection is currently performing then I can cancel this appointment for you. If you want me to do this please drop me an email via the 'Contact Us' link in my profile. (click on my name and you will find the link under the "about me" section). Include your BT account details and the link to this thread.
Cheers
Sean
BTCare Community Manager
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

Is engineer coming out worth it?

In the last 4 days, I have had
one day all 3 recordings part recorded, if a recording has totally failed, you get the red triangle at the side of it. But with part recordings, you think there is no problem, its only when you press play you get the dreaded message "your recording lasts 4 minutes" which is even more annoying.
2 days ago watching a programme, went to change channels and the remote was not working. Rebooted yet again.
Today the box decided to switch itself off
BT said they would send an engineer after I called about the failed recordings, except after a long wait on the phone, I was told no engineers are available. Somebody would ring me in 24 hours to arrange a visit, that was 3 days ago, sadly no phone call yet.
If I have a day off work what can the engineer possibly do? the problems are well known.
I have a BT router, which is cabled directly from my one and only BT socket. the router has a cable directly into the Vision box, so I have the optimum setup.
I used to get annoyed when I had a problem with the box, now I just laugh, the whole thing is a joke, I have decided to sit it out till my contract ends in March, then i'm off, no guesses where!

Hi everybody
thanks for your help, my wife has informed me this morning Dallas (hers) only recorded 19 minutes on Wednesday, so she aint happy.
After reading your links it is becoming a bit clearer, in fact there is a section dedicated to Failed recordings and missing channels in the Help & settings section. Ominously, under Planned freeview changes, 7th November is listed which I can now explain to my wife is the reason Dallas failed, I am sure she will take great comfort from that. I also notice there is another Freeview change on Wed. 14th November, so no doubt there will be tears again next week. Just out of curiosity does anybody know if there was a Freeview change on the 4th November when I lost 3 recordings.
After a Freeview change, am I supposed to do a rescan of channels? and why is it only affecting certain boxes?
I personally believe that BT Vision blows Sky out of the water, but with Sky I had a handful of problems in over 10 years, with BT I have had dozens in 11 months. I also think customers who have had problems should get compensation for a product clearly not being delivered. Any thoughts on this.
My contract ends with BT in March next year, BT should sort out all these problems by then, err shouldn't they?

Openreach engineer and ethernet cable

Hi guys got a openreach engineer coming out to move my hh3 and modem near to my bt vision box in the living room only thing is the main pc is up stairs. So my qustion is do the make u up a ethernet cable to a good size to put in my pc up stairs.?
thanks..

vipermo wrote:
Was in the hallway to the front of the house so it should be OK to move it back right?. Also am I right in thinking that they run a cable from there up to 30 meters.to the hh3 and modem ? If so that will be very handy.
Sounds like the Data ExtensionKit. http://bt.custhelp.com/app/answers/detail/a_id/37163/346

BT Infinity engineer no show!!!

Hi,
Yesterday I sat from 8 o'clock in the morning for an infinity engineer to arrive at the house. I was told between 8am and 1pm. At 2pm when no one had arrived and I had not received a call advising me of any issues, I decided to contact BT myself and was told the engineer was uncontactable but the job was still posted as going to happen that day. I took this on face value and waited a further 2hrs, still no engineer and still no call to tell me that he was not coming. I call back again to be told for a second time that the engineer was uncontactable but the job was still up to be done that day. By this time it was 4:45, I asked what time do the engineers work till? to be told 6 o'clock! I asked how is it going to be possible to complete the job that day then?. There was no answer to this as obviously it was not going to happen and come 6 no engineer had arrived. I called back once more and was then informed that someone would contact me to rearrange a date to fit the system. But nothing was said about the 12 hours I had waited 7 days before Christmas for a none contactable engineer! Surely if the engineer was not contactable the appointment should of been cancelled with me being contacted early allowing me to try and achieve something with the day I had left!! I am very dissapointed with this situation I can not stress that enough!!!

Hi,
Same thing but worse for me. My Broadband has been off since Tuesday 4 Dec.
My 1st appointment was for Friday 14 Dec 2012- 1pm to 6pm slot.
Of course no engineer turned up and no one contacted me.
After many phone calls, the overseas call centre got me a slot for Monday 17 Dec -8am to 1pm slot
Again no one turned up. Again no one contacted me.
So back again to BT help line.
The overseas centre said they have contacted the UK people and assured me the Engineer will turn up later.
Around 5pm, the overseas centre phoned me and informed me that due to Lack of resources there will be
no engineer coming. He promised me that someone from the UK will phone me within 24 hours.
Today around 10am, Openreach (who I know is part of BT) phoned just to tell me that the earliest slot they can offer me is 31st Dec.
They also deny amy knowledge of an appointment for Monday.
I told them I have received 2 texts confirming the 14 Dec appointment plus another text confirming the 17 Dec appointment. They still argued they cannot see an appointment for 17 Dec and without any apologies offered me a sllot for 31 Dec - Take it or leave it.
They keep saying thay are Openreach and imply that whatever BT has been telling is not their responsibility.
In the meantime I am looking for alternative providers. I have relatives who use Virgin Media nd they seemed happy.
The problem I think is that big companies are just happy to get new customers and lomg standing customers are taken for granted.

Engineer NO SHOW twice!

This is ridiculus! The CS Rep kept saying that someone was coming. It happened on the first day, and it happened again today!
A system error that impedes an engineer coming to my home? And twice? What are you doing BT?

Hi
Might be worth detailing your problem on here just in case anyone can help.
Also with background to your problem it'll help if you wanted to escalate/request help from a BT Forum Mod.
They'll contact you but it may take up to 72hrs due their workload... but they will make contact.
You click on a forum mods name to obtain a form. A form here http://bt.custhelp.com/app/contact_email/c/4951
And add this threads URL to that contact form.
Please Click On any Text in Blue as that automatically links to information.
PC (NDEGR)

What does the installation engineer do?

I have just ordered the BT Infinity Home Hub 3 and have an engineer coming out on the 2nd Jul, but I am wondering what the engineer is actually going to do?
If it is just pluging in the router and configuring it I am more than capable of doing this and setting up the various PC's and MAC's in the house. If it is just pluging it in and configuring then I would rather not have to work from home that day.
If this is all they do can I just get the equipment, do a self-setup and cancel the engineer?
Thanks Mark
Solved!
Go to Solution.

no m the engineer replaces your master socket face plate delivers and installs the OPENREACH modem and connects it to the hub move connection's from the old street cabinet to the new fibre cabinet he also carries out all nesssasary checks to ensure you get the best possible speed there is NO Self install option
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’

I give up - but trying this as a last resort with ...

To whom it may concern,
I would be grateful if you can look into the following issue. Please don’t stop reading at any point, it does get interesting, it’s not boring.
Broadband issue – Chain of events Telephone – Mr. Alastair Paterson,
I first rang on the 14th Aug to say that broadband was not working. I spent nearly an hour on the phone checking the sockets and filters as well at 6-7 minute line test with a call centre person. The line was tested and was advised nothing was wrong with the line. I agreed that I would give it a day and see if it came back.
15th Aug – rang again. I had to go through the whole process again with testing the sockets which I explained I’d done, testing the line, but did it all again. It was agreed then that I would require an engineer.
I was told however that if the fault was inside the house I would be charged £99.00. This I disagreed with as I was a BT customer. However as my contact was over a year, I was now out of contract. I discussed the matter in length and was advised I would be ok, if I re-signed with BT. I was then put through to sales without be asked. I was put on hold and then I arrived in Sales, where I was subject to a sales pitch. I declined the sales pitch at the time.
I was now left in a situation where I couldn’t have the internet fixed for free unless I re-joined BT. I rang BT faults again, went through the whole line and filter thing again and finally agreed for an engineer to visit my house as I was confident the fault wasn’t in the house.
16th Aug – If by magic, I was able to now get back onto the internet, I thought this must have been something to do with the calls I had made. I then called the number I had received a text from detailing the date of the engineer who was arriving and cancelled the Engineer’s appointment.
2 hours later I lost the internet again. So I was now in a position two days later, back to square one.
17th or 18th Aug – Thinking it may come back, but it didn’t. I rang again. Again I had to go through the whole issue with testing the line, testing the filters….. I explained that an engineer had been booked and cancelled, but this meant nothing I had to go through the whole thing again. I was also told again if the fault was inside the house, the engineer if booked would cost £99.00.
Now I was starting to think that the fault maybe in the house. So I rang BT sales to save myself the £99 and advised them of the problems I was having and a new package was agreed and due to the issues, I managed to get BT vision in the deal, basically the same price as I was paying before. The BT vision engineer was then booked for September 10th between 13.00 and 16.00. I thought this was enough time for BT to sort the internet problem out.
Between the 20th Aug and the 10th September I spend numerous hours trying to get the internet sorted and another engineer out. I was told I wasn’t allowed an engineer to come out to me as the phone number was on a new account as I had changed packages and that the line would not be fixed until the 7th/8th September. I was therefore a further 17 days without broadband.
The 7th September was 3 days before the engineer was to arrive to fit the BT box. This was the day of the new contract started. No matter how I explained what had happened before, I couldn’t get another engineer out before. This was absolute madness, I was now without the internet still paying BT for the internet on my existing account, but it wasn’t available till the 7th September on the new account. The original fault was given on the 14th Aug. Despite ringing several times to try an escalate this, I was hitting my head against a brick wall, at one point I was on the phone for 1hr 40 mins only to be finally cut off after waiting 13 minutes in the faults department, they just ignored me, I wasn’t abusive, just very cross.
Every time I rang to speak to someone, they made me go through the whole testing of line and changing of filters. I kept advising that they just needed to read their notes and to put me through to someone who could make a decision. I spoke to several people and the last person said that the engineer arriving on the Monday 10th Sep with BT vision would be made aware of the fault.
Finally the 7th September (the start of the new contract) came and 3 days before the engineer was to arrive hoping the broadband would be fixed as this was now a new account. It wasn’t, nor was it on the 8th. I was advised my BT Vision box would arrive the 7th; I stayed in all day for it, not to arrive. It didn’t arrive on the 8th either which was a Saturday.
Monday the 10th I rang the number for BT vision problems number to say that the box hadn’t arrived. I advised that I had received two texts informing that the box would arrive on the 7th. I was advised that it was in fact wrong and that the engineer would be coming out with the box, I asked them to contact the engineer again to advise that my broadband still wasn’t working despite him turning up, I spend 20 minutes explaining the whole situation again this but wasn’t confident that they would get in contact with him, but they said they would. At least he had been contact twice now about the broadband fault.
The BT vision engineer Shaun arrived exactly on time on Monday 10th Sep. I explained the difficulty I had had over the past few weeks and he duly advised me that he knew nothing of the fault; he was only there to fit the BT vision box. As you can imagine, I was then at a point where I could go nowhere, apart from scream.
Please don’t get bored…it does get better…………………
Shaun kindly tested the line and advised the fault was outside of the house (thank god) and nothing was wrong with the socket or connections within the house. His laptop confirmed this. It was the BRAS sync speed that he couldn’t do anything about it except report it to BT wholesale. It would take 48hours to fix. Shaun was very helpful and left without leaving the BT box as it wasn’t going to work. The speed he reported to me was less than 0.25kb, it should be 3,000kb. The line speed was at 3.5 – 4.0
One hour later after Shaun had gone I tried to make an outgoing call, I was unable to do this. I could receive calls but not make them. Clearly the wiring was now wrong after the engineer had looked at it.
I left it till Wednesday 12th (48 hours later) when I called to say that not only did my broadband still not work after 48 hours I could no longer make outgoing calls. I then had to go though the whole testing the line again and changing the filters, this must have been the 6 or 7th time I had done this since the 14th Aug. You must understand my utter frustration by this time and speaking to a call centre that are very difficult to understand at any time, to top it off, they were not aware of the report the engineer had put in. I was back at square one again, for the centre to say they have no record of the report the engineer had made was unbelievable. I watched Shaun the engineer type the report and send it.
It was agreed that another engineer would be send out; this was arranged for the Friday.
Friday arrived, still not being able to make outgoing calls and without broadband. Steve arrived in the afternoon as agreed and after a chat and a cup of coffee said he was only here to fix the problem with the telephone line faults, he was nothing to do with broadband. I was about to go into orbit…….
Steve fixed the issue with the outgoing calls, and was very happy to try and help me with the broadband issue, but this was not his area, despite having knowledge of it. He made this clear; he was not told about the broadband problem.
Stay with it…it gets better…
I then proceeded to ring the BT call centre again when Steve the engineer was there and explained the situation, they again asked me to go through the whole line test and filter process, despite explaining the whole situation, beforehand. I passed the engineer to the person in the call centre and he explained to the person (Rubel) what the fault was.
Shaun had come to the same conclusion that it was the BRAS speed. He explained this to the call centre operator who then asked him to test the line and check the filters, so he could do a test. I could also see Steve getting angry, but he was very professional. Finally after 40 minutes it was agreed that I should wait another 48 hours for the BRAS issue to be resolved. This was after the same person asked me to test the line, and as he put explained,” he was forced to ask the question”.
On the Saturday I re-arranged for the BT Vision engineer to call again as I was confident that finally the issue had been identified and it would be sorted. I knew it would be over a week before the BT Vision arrived. The engineer was book for Saturday 22nd September.
On Monday 17th Sept, Yudish rang me to say that the fault had been resolved; I challenged this as I was still unable to get on. I told him it was the BRAS sync and not the line speed and he went away and checked and then agreed with me it was running at 135kb, yes there was a fault. He would speak to BT wholesale and get it resolved, he couldn’t do it on-line and that it would take another 48 hours. Now this time I was just beginning to laugh to myself. All of this was explained by the engineer and me the previous Friday, yet nothing had been done. Yudish would ring me back again on Wednesday 19th at 09.30am as another 48 test needed to be done.
Yudish did ring on the 19th Sept all be it at 09.43, he rang to say there was still a problem with the BRAS and that he needed to send any engineer. By this time I very sorry I got very irate. He advised me that the engineer would be going to the exchange as well as my house as the fault had to be fixed manually as it couldn’t be done remotely. He advised me that if the fault was in the house I would have to pay £99.00, this despite now being a new BT customer. I put the phone down. The engineer is arriving Monday 24th September between 08.00 and 13.00, the txt said I received.
Today is Thursday 20th September and I now have an engineer coming Saturday for BT vision and Monday to hopefully fix Broadband. I’m not cancelling the Saturday engineer because I want to keep the BT box and fit it myself if the fault is not fixed Saturday or Monday. If the fault isn’t fixed Monday, I will be cancelling all ties with BT and contacting offcom.
I’m not confident that I will get a response, however I will pursue as long as it takes.
I do want some serious compensation for the total lack of service, as well as not being able to use broadband since the 14th Aug, not being able to make outgoing calls and generally the stress and 3 day holiday’s I have taken off to be in when an engineer or BT Vision box is to arrive.
Yours sincerely
Alastair Paterson

Hi Alipat1,
Sorry to hear that you've been having an awful lot of trouble with your BT Services.
Firstly the call out charge of £99 is a charge Openreach (the company that the engineers work for who fix and maintain the lines for all communication providers) is passed onto BT Retail (your communication provider) which will then be passed onto you if there is a fault within your property or equipment.
Openreach, a division of the BTplc Group, but who are a separate company under the BTplc group due to Ofcom rules, have many different types of engineers for specific problems.
Openreach maintain and fix the lines for all communication provider is the UK. BT Retail do not get any priority or special treatment from Openreach as Openreach treat all isps/communication providers equally.
As you have had so much trouble trying to restore and setup your BT Services then would you like to contact the BT Care Team by clicking on the link below.
Contact BT Care Team
The BT Care Team are a BT UK Based specialist team who have a good reputation for solving customer problems.
Once contacting them they will reply either by phone or email within 3 working days, however you will be given a tracking number immediately after sending the request. Please take note of this.
cheers
I'm no expert, so please correct me if I'm wrong

BT vision box

Hi my BT vision box has broken the HDMI port won't work, I've tried multiple cables and its defiantly not the cable or the TV that has a fault. I have just spoken to a VERY rude customer advisor who actually asked to speak to "the man" as I didn't understand what he was saying apparently. He is insisting that he needs to send out an engineer to install a new BT vision box...Is this normal practice? He said that a new one wont be able to be connected to my home hub, However, I am sure when I ordered BT vision 2 years ago (about a month after getting the Internet) that I didn't require a BT engineer to come out. I don't mind an engineer coming out but I am on nights all next week, and he will be coming between 1 and 6......Not ideal really.
sorry for the rant. Just want to make sure its essential for the engineer to come out.
Thanks.
Aimee

I had a faulty box with the same HDMI problem when I joined.
I think the engineer just makes sure it is the box at fault before he gives you a new one.
Just think of him as a nosey postman

Help with my interleaving ?

Okat then this is a very long story, so you may be reading for some time. This starts back on the (26/05/2012) and is still open to this date,  my broadband speed were 18.5Mb Dwonload, and 1.3 Upload at the start of this. Latency Type "Fast"
I have had my BT broadband for over 3 month now and my speed were always  18.5Mb Dwonload, and 1.3 Upload at the start of this. Latency Type "Fast", and I had never had any problem.
Okay there i go, On the (26/05/2012) I phone 0800 111 4567, about a drop in my connection and that i kept droping out every 40 minutes or so/ They told me to plug in the test socet, so I did and they did there phone line test, and said that there was allot of static on my phone line that is why I have all the Noise on my phhone. They siad to give it 72 hours to stort its self out, so I did. and siad thank you.
(30/05/2012), this problem has gotten worse, and my conection speeds drop down to 6.2 Download and 0.2 Upload, along with my nosie margin hitting 32dB / 38dB, and all the other were almsot the same as this...... I called 08000 111 4567 and told them about the drop in my speed, and that it now keeps droping out every 30 monutes.
They then ran there speed test, and then told me that there was staic on my phone line. I said..... " I know that however I was told that this would stable out over the next 72 hours, 3 das ago and not get worse" They tha told me to wiat another 24 hours, I said yeah sure that is okay, as long as it gets better. They then told me that I would get a called back on the (31/05/2012)
(31/05/2012), Came and past, i went on the phone at 01.30am about this and told them that i am not happy with this, and that I would like the sorted out ASAP, and I do not what to be waiting around any longer. They tolf me to give the 10 mins while they run some test, and they put me on hold they were on 2 mins.
They then told me that there was a problem withing to propertey, and that they would send an engineer out, I told the to NOT send an engineer out as I will check all of my wire in the morning when I wake up, and I than said that, that is all, and they would give me a call back in 24 hours to see if the problem was fixed.
(01/06/2012) So I checked all micro filter, and replaced them with brand new ones, and I checked all wired, and even truen off my microwave, anlong with anothing else that could cause any probelm. I the took my home Hum and unpluged every thing else and I was still getting the probelm, which ruled out all pronlems in my house, as this was puged right in to the Main phone socket, with a microfilter.
I waited up to 18:00pm for a called back, which I never got, so at 19:30pm I called back up and told them to look up on my account notes, about what is going on, and I hoped that they would understand what they have to do....... Well I got told to wait and let then run there test, Again !!!!!
As you can tell I'm starting to get very Inpactient by now.
Tey came back 5 minutes later and told me that there was a fault, at the excanged, I said then why did I get told yesterday that the fault was in my house ??????????????
These his words " I'm so sorry about this and that you have been given the wrong information about the fault, and that I can assure you that I will, take this fault, and handle it myself, and that I will pass the case to the BT wholesale team"
I was also told that, BT wholesale would not need access to the house, and that there was no need to be in........
(02/06/2012) Well it was just aswell that I was in as 3 BT open reach Vans were out sinde my house, the next day at 14:00pm, one of them came in and ran some test, He told me that he was a boost engineer, that there was no problem at the excahnged, (Now bare in mind that I was told that there was !!!!!!!!!!!!!!!!!!!!!!!)
He was here for about 45 minutes, and chancked everything, he changed the microflters, and evern the ADSL wire to the Home Hub. And the ran more test, and found that the Latency Type, is Interleaved, and told me that this is why my round trip speed is now 92 MS ping, When It was fast it was only 18 MS ping with 0 MS Jutter.
He pick his mobile up and phone some one, and asked for the Interleaving to be turned of, as It had been put on both my downstream and upstream, with in 2 minutes it was truned of and I had my full spped back to 19.1MB download, and 1.4 Upload with was fater than what I was getting. to start and my Lactency type was fast agian.
(03/06/2012) I woke up and went to ckeck my emails just to find that screen with "YOUR HOME HUB CAN NOT CONNECT" (Now by this time I was steam out of my ears !!!!!!!!!!!!!!!)
I turn the home hub off then back on that fixed the connection but not the spped, I was now back down to 9.5MB Download and 0.7 upload, and my lateancy type was Interleaved again. I left this (06/06/2012), as if I went on the phone I would of kicked of with them.
(03/06/2012)-(06/06/2012) My internet kept droping, and there was once that it drop as low as 1.1 MB download and 0.1MB upload.
(06/06/2012)- 17:50pm I called 0800 111 04567, and siad take a look at my note on the account as I am not saying it all agian !!!!!!!!!
2minutes later, he said "I'm sorry for all this, I will work as best as I can to fix this for you" I explained to himthat all was fine when my interleaving was off and was "FAST", I give him 5 mins to look about, and share my PC sreen,
He then tolf me to put an order in to turn of the interleaving agian, and to wait 48 hours, and he will call me back. I said Yas sure, anthing that will fix this !!!!!!!!!!!!!!!
(08/06/2012) Came and past still no called back, so I went out for a drink, to forget this.
(09/06/2012) I phone up and told them that was was to get a called back yesterday, and that I never did, he siad two minutes, and I was put on hold, he came back and siad that an order was never placed,
I said what ?!?!?!?!?!?!?!?!?!?! but I kept my cool, and said can you please place an order for me about this. He said yes sure, and please wait 24 hours to this to tak effect.
(10/06/2012), my internet drop out when ever I tried more than 3 devices on the home hub at any given time. I let this pass as I just could not be fuessed with it.
(12/06/2012) Called 0800 111 4567 and another order for the interleaving to be turned of was placed....... And waited another 24 hours.
(13/06/2012)-(14/06/2012), I was not in the house, all day as I would of freaked out if the internet was still not working.
(15/06/2012) I called 08001114567, and got throught to to them, I asked to speak to their menager, I was put to him stright away, I explained what is going on and that i am paying £52.12 a month for that, and that I'm getting a service that is not what I am paying for, and that I will begoing to the back on monday moring to cancell all direct debits to BT, unless this is FIX !!!!!!!!!!!
He ask for informaion this is what I give my, apart from my account info:
ADSL Line Status
Connection information
Line state:
Connected
Connection time:
0 day, 02:15:59
Downstream:
8,189 Kbps
Upstream:
459 Kbps
  ADSL settings
VPI/VCI:
0/42
Type:
PPPoA
Modulation:
G.992.5 Annex A
Latency type:
Interleaved
Noise margin (Down/Up):
13.1 dB / 6.7 dB
Line attenuation (Down/Up):
24.0 dB / 11.7 dB
Output power (Down/Up):
0.0 dBm / 11.2 dBm
FEC Events (Down/Up):
18579276584 / 2502187
CRC Events (Down/Up):
249976852 / 332698
Loss of Framing (Local/Remote):
0 / 0
Loss of Signal (Local/Remote):
0 / 0
Loss of Power (Local/Remote):
0 / 0
Loss of Link (Remote):
0
HEC Errors (Down/Up):
226974584 / 66484
Error Seconds (Local/Remote):
0 / 653
he said thank you, but look at this, this is what I was getting befoe any of these problems
ADSL Line Status
Connection information
Line state:
Connected
Connection time:
32 day, 18:49:17
Downstream:
21,196 Kbps
Upstream:
1,589 Kbps
  ADSL settings
VPI/VCI:
0/38
Type:
PPPoA
Modulation:
G.992.5 Annex A
Latency type:
Fast
Noise margin (Down/Up):
6.1 dB / 13.7 dB
Line attenuation (Down/Up):
26.3 dB / 9.8 dB
Output power (Down/Up):
0.0 dBm / 12.3 dBm
FEC Events (Down/Up):
0 / 0
CRC Events (Down/Up):
26 / 1
Loss of Framing (Local/Remote):
0 / 0
Loss of Signal (Local/Remote):
0 / 0
Loss of Power (Local/Remote):
0 / 0
Loss of Link (Remote):
0
HEC Errors (Down/Up):
0 / 0
Error Seconds (Local/Remote):
0 / 0
This is what I used to get. !
(17/06/2012) Today Igot a called back and they told me that the interleavering was off, I check and it was not !!!
They told me that on there systems that It was, so I trurn of the home hub and then truned it back on, still it was still on, I then rest the the home hub and still no joy.
I asked for my case to be passed back to the BT Whole sale team as there were the ones who fixes it the first time within two minutes, that the 0800 111 4567, can not do anything for me...... S it has been passed over to them, and I a expecting a call back between 11 am & 1pm tomorrow, from them.
When I first got my BT broadband I never had anyproblems until, the 26/05/2012, is there any one at BT who I can contact to turn off the interleavering please ?
Thank you for reading this, and I respect an reply that you have.
Solved!
Go to Solution.

This is what I have today, just 2 mins ago:
Line state:
Connected
Connection time:
0 day, 03:28:33
Downstream:
11,115 Kbps
Upstream:
388 Kbps
  ADSL settings
VPI/VCI:
0/37
Type:
PPPoA
Modulation:
G.992.5 Annex A
Latency type:
Interleaved
Noise margin (Down/Up):
5.9 dB / 13.5 dB
Line attenuation (Down/Up):
24.0 dB / 11.7 dB
Output power (Down/Up):
0.0 dBm / 12.3 dBm
FEC Events (Down/Up):
406598375 / 2841597
CRC Events (Down/Up):
4987659 / 556974
Loss of Framing (Local/Remote):
0 / 0
Loss of Signal (Local/Remote):
0 / 0
Loss of Power (Local/Remote):
0 / 0
Loss of Link (Remote):
0
HEC Errors (Down/Up):
652378 / 1569
Error Seconds (Local/Remote):
215 / 148

How bad can a company be?

I called BT around mid May. I informed them i was going to move to a new flat in NW2 in June. I told them the flat is being completely renovated and that i wanted to get a phone line. The BT employee on the phone did some checks and confirmed to me there was no active line (which i already knew: i said the flat was being completely renovated). He said i needed to book for a BT engineer to come, that there would be a cost and that i would need to take another 12 months contract. He also said he would cover for the engineer cost if i tenew my broadband with BT for another 12 months. I was reluctant to take another 12 months contract with BT for phone line and broadband because the fiber optic broadband i have been having with BT for the past 15 months was awful (regularly dropped, very slow speed at random times, more than once a week every week for 15 months). But in the end i accepted the offer, agreed to renew Line and brodaband with BT for another 12 months and booked for the BT engineer to come on 12th june. And that's when the nightmare started.
On 11th june, BT called. They lefta voicemail i could hardly understand then sent a weird sms: "Hello, SHREYA here. I have tried to speak with you today however, couldn't make a contact over the phone. please text back (at your normal rate) and we'll get back to you within 2 hours. We check messages from 8am ? 8.30pm Mon-Fri or 9am-6pm Sat." I had no clue who SHREYA was, considering they didn't even specify which company they work for. But after googling the number on the sms, i found out it was from BT. So i called BT and spoke to an employee who started to confuse me about "system issues". I was wondering "what do system issues have to do with me?"... The BT employee told me her manager would call me back. When the manager called me, he was even more confusing. At the end i asked him only 1 question "is the BT engineer coming on 12 june to set up the Bt line?". He replied "yes, between 07:00 and 13:00".
On 12 june, because i hadn't received any sms from Bt confirming the time window when the engineer is coming, i called Bt at 10:00. The Bt employee then told me "oh, it's cancelled". I then became very unhappy. I asked "why?". The Bt employee put me on hold and after 5 mun, hung up on me. I called Bt again, spoke to another few people from Bt but nobody was able to tell me why the appointment i booked 3 weeks earlier was cancelled. I was furious: i accepted to take another 12 months contract with Bt for line and broadband and this is how they deal with it.... I logged a complaint on the Bt website. I was told that a case manager would be appointed to help me and i spoke to that case manager today but so far i have had zero meaningful updates as to when the line will be set up. All she told me today is that a new order needs to be logged because there was an internal problem with the one logged 4 weeks ago. She even saud it will be logged tomorrow. I asked "why ligging it tomorrow? Why not today considering i have already been waiting for 4 weeks?" I got no replies to that question...
4 weeks wasted already, not sure how many more to come, and no commitments as to when i can expect the service. As if moving hoone was not streeful enough, i have to deal with a company like Bt. I have to chase them every single day to get an update, this is so stressful. What a poor level of service.
How bad can a company be?

I have 2 lines into my house. One with BT and one with Virgin Media. I placed an order with Bt to take over the Virgin Media line. So BT cancelled my existing BT line which was working perfectly and transferred the Virgin Media line onto the BT line they just cancelled. Then no broadband and no phone. I was told there was a fault on the line! There wasn't before they cancelled the line. I was told it had been fixed, I was told it hadn't been, I was told I would have phone and broadband in 24 hrs. I didn't. I was then told there was still a fault on the line despite an engineer stating unequivocally that there was no fault. I explained to BT that my son has severe learning disabilities and epilepsy and that he stops breathing when he has a seizure and we have to be able to call medics. BT told me to use my mobile phone and that he would not be regarded as a priority case!.
After another 2 hours on the phone to them today I am told that they have to put in new cables (what was wrong with the existing ones?) and that I might have phone line and broadband by June 26 - 10 days after they were just sopposed to take over a working phone line.
One would have thought that a telephone company would be able to take over a phone line - just a stretch too far for BT administration.
The Openreach engineers were very helpful and took extra time to speak to BT when at my house but to no avail.

I need to get back in touch with UK based technica...

Background - a few weeks ago I received help on the forum in connection with my modem re-booting, usually in the early morning. I got in touch with Bt Customer support who helped by getting the noise level back down but I still suffered from re-booting, consequent increases in snr and lower speeds. I switched from the HH3 to a Billion bipac 7700n router. This was a vast improvement. No more re-booting but occasional re-syncs instead - at least the snr and DSL speed stayed roughly at the same level. I did however want to eliminate the 4-5 re-syncs per day - a nuisance if you are trying to use the PC or streaming music when the connection drops. Customer support advised me to test the router in the BT test socket. Alas, when I looked inside my BT master socket I found that I hadn't got a test socket. Bt Customer support splendidly arranged for a BT engineer to come the next day to fit a test socket. This was just before Xmas.
With Xmas over, guests having gone and continuing to suffer from re-syncing, I connected the router directly to the new BT test socket. In the space of 9 hours there were 4 re-syncs.
I e-mailed Bt customer support an extract from the router's systems log to seek their help. Within minutes I had a call from an operator in BT India who put me through to their technical desk. Unfortunately the technical desk did not have my e-mail and did not seem very interested in the background to my issue. After an hour in the phone I spoke to a supervisor who explained that he could not take my problem further until I had tried a new HH3.
Well the HH3 turned up today. On connection my snr went up to 10db and the DSL speed down from 6656 kbps to 4344 kbps. Needless to say I have disconnected the HH3.
I should add that the BT engineer who fitted the new master socket said that in his view I needed a Broadband boost engineer and that he would put this in his report.
Advice on how to get back in contact with Uk based support would be welcome. I had been making good progress!
Solved!
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Hi I suggest you contact the forum mods they should be able to get your problem sorted for you this is a link to them
http://bt.custhelp.com/app/contact_email/c/4951
they normally reply by email or phone directly to you within 72 hours
They are a UK based BT specialist team who have a good record at getting problems solved
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’

Broadband dropping out, noise high, speed slow

Have had past problems with high noise, which seemed to have been solved by having the mods reset noise down (thanks) with line speed increasing up to around 2Mbps over the last couple of weeks (great from where I was previously). See http://community.bt.com/t5/BB-Speed-Connection-Issues/Slow-broadband-downstream-line-speed/m-p/33081...
Tonight around 4:50pm (when all the kids in the neighbourhood have come back to their homes, and are playing online games) broadband drops out, noise jumps up to 22 from about 15 where it was previously I think, speed dramatically drops to less than 1Mbps.
Q1: Any idea how to get noise down again and speed back up?
Q2: Have I got a faulty hub that it keeps dropping out like this (hub is quite new)? Peculiar that it seems to happen at busy periods though - I've had this kind of drop out before, which is why I'm going straight to the forum. I have already had broadband boost engineer out in the past and that makes me think it's unlikely there's anything wrong with my line.
Any ideas about solutions will be gratefully received! (Just started working from home office today with 3 people - had thought I had us all on 2MB+ - but not now!) Help!
Thanks
Test1 comprises of Best Effort Test: -provides background information.
Download Speed
881 Kbps
0 Kbps
2000 Kbps
Max Achievable Speed
Download speedachieved during the test was - 881 Kbps
For your connection, the acceptable range of speeds is 400-2000 Kbps.
Additional Information:
Your DSL Connection Rate :1120 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 2000 Kbps
Connection Information
Line state:
Connected
Connection time:
0 days, 04:39:52
Downstream:
1.094 Mbps
Upstream:
448 Kbps
ADSL Settings
VPI/VCI:
0/38
Type:
PPPoA
Modulation:
G.992.1 Annex A
Latency type:
Interleaved
Noise margin (Down/Up):
22.0 dB / 20.0 dB
Line attenuation (Down/Up):
50.0 dB / 31.0 dB
Output power (Down/Up):
15.8 dBm / 11.9 dBm
FEC Events (Down/Up):
312 / 23
CRC Events (Down/Up):
24 / 32
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):
20 / 18
Error Seconds (Local/Remote):
133249 / 784
Solved!
Go to Solution.

is the new faceplate like this
or like this
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’.

Help! Has anyone else had this? Re: caller ID Issu...

Dear all,
I would understand if you didn't have the time to read my extensive notes below so the short version is the following (if you wanted a good laugh at my expense and a diatribe on the perils of switching ISP then do read it).
My caller ID doesn't work.
Having switched to BT on February 10th it is now two months and my caller ID still doesn't work.
I have called and reported it several times. I have gone through all the line testing. I have plugged my phone into the master socket. I have dialed #234# and it says it's active. I have even bought a new BT phone and tried that.
BT can see no fault on the line. It says caller ID is active. But no caller ID's appear on either of my phones when someone calls in. It just says 'incoming call'. I am convinced it is not the phones. There is no menu option to activate caller ID on the phones. They're gooid quality phones and are supposed to automatically work 'if caller ID is active on the line'.
I am about to call BT again and ask for an engineer visit. But on their last email to me it said "Please note: we'll provide a working service up to and including the main socket in your house. If your problem isn't with your BT service, you might need to pay a £130.00 repair charge. So it's worth checking your own equipment before the visit and cancelling the visit if you fix things."
Before I risk the £130 charge, has anyone else experienced this kind of fault with caller ID?
My extensive notes on my user experience switching from Virgin to BT
Finally decided to get Infinity end of Jan and phoned up Virgin on 21st January to request a MAC code and see what penalty fee I would have to pay for cancelling early. Guy was very helpful, gave me the code and said I would have to pay £44 penalty. Incidentally he also warned me to phone up Virgin after the switch had taken place to ensure everything really had been cancelled.
I subsequently received several emails from Virgin. One was the Mac code – great! Two were duplicated ‘disconnection of phone’ emails. There was no mention of disconnecting the broadband. Which was odd but who am I to guess how this works?
I rang BT and set everything up to be switched over on Tuesday 7th February, which coincidentally was the time when I was using up the last of my annual leave. Engineer appointment was arranged. All seemingly went smooth as! Great!
I subsequently received several emails from BT as well, confirming all the arrangements – great!
Home hub scheduled to be delivered on Friday 3rd Feb to be ready for engineer on Tuesday 7th. I had arranged for the hub to be delivered to my work address. It did not arrive and this was the first black mark against BT. There was an attempted delivery to my home address and we weren’t in…we were at work…hence why I’d asked for it to be delivered there. Hence I had to go to the local sorting office on Saturday 4th Feb to collect it in person. No worries I thought…BT Infinity would be worth it!
So I am enjoying my annual leave and on Monday 6th Feb I get an email and text message to say sorry there is a delay – we will contact you Wednesday 8th Feb to reschedule the engineer visit. WHAT!!!!!? I am on the phone urgently asking what has happened? Will this affect my connection currently? I am told not to worry and they will get back to me early on 8th Feb. Represents second black mark against BT. Don’t make appointments 2 weeks in advance and then cancel the day before. It does not make for happy new customers. But I am too far into the process now and have no power to intervene. So I wait.
Tuesday 7th arrives. No engineer and no Infinity. Virgin send me an email saying my phone is now cancelled and disconnected…still no mention of cancelled broadband like you would expect.
Wednesday 8th Feb. I receive a text and email from BT to say my new engineer visit is 20th Feb. WHAT!!!!!? That is unacceptable when I have taken my last bit of annual leave to be off for the original scheduled visit. I can’t take off more time 12 days later. I phone up and communicate this to BT. Helpful guy says he’ll try and arrange something else and thank god that afternoon he comes through for me and I have the engineer coming, finally, on Friday 10th Feb.
Get emails from BT on 10th and 14th Feb saying broadband is now active and order is complete respectively. No mention of phone which is weird but it still works so what the hell.
On Friday 17th Feb I get an advanced DD notice from Virgin. I am expecting this to be the final bill including the £44 penalty fee. It says they’re taking £30.35 beginning of March. Er….what? I phone them to have the bill deciphered. At the same time I wish to check that I am all cancelled with them. I find out that the phone is cancelled but the Broadband hasn’t been. Honestly I can’t believe this. I demand to know why this is when I’ve been using Infinity for the last week. They blame BT and say BT used the MAC code incorrectly. I immediately cancel it as they confirm I’m still paying for Virgin Broadband. Two advisors are unable to explain the bill to me. I am finally put through to what I presume is the finance section and I speak to ‘Joanne’. She seems to have a brain and is helpful. I need to know how much I need to pay to settle everything, including any penalty fees. I really want rid of Virgin. Joanne tells me that all I owe is £6.96. I query this as that makes even less sense than the first bill. She says that is all that is outstanding on my account. I presume my cancellation has gone through on their system and that is all I owe. I am not going to argue anymore. I pay the £6.96 (payment reference 020835) there and then and I ask Joanne can I now delete the direct debit from my bills account? I know how these things will go and I do not want Virgin taking money from my bills account without explaining anything. Joanne agrees that I can delete the direct debit as I have no outstanding amount on my account. Ok then…I delete the direct debit. As of 02/03/2012 as I write this I have not heard anything more from Virgin.
Back to BT. Having got off the phone from Virgin I bite the bullet and decide to phone BT as well because a) there is no 1571 service on my phone b) there is no caller ID and c) I can’t login to their swanky online system – laughably it says my username, which they have repeatedly sent me in their emails for three weeks, is not recognised. I get through to an Indian call centre and explain these three issues. They are quite helpful and I can mostly understand what they’re saying. The guy says they will activate both phone services immediately – I can’t be bothered to ask why they weren’t already active? He has to transfer me to someone else for the online thing. He transfers me and to cut a long story and lots of waiting with god awful standby music – they can’t sort it out that day as there is some inexplicable software issue and can I call back another time. Ok I’ll let them off – just make sure my phone service is fully operational.
I subsequently get two emails from BT telling me the 1571 and caller ID will be active by 20th Feb in 3 days time.
Note that date of 20th Feb. That was the date that was referred to when they’d cancelled my 7th Feb original engineer visit. I have a strong feeling that all this is due to them changing that original engineer visit.
Note as of 02/03/2012 caller ID doesn’t work on my phone and I am still unable to login to online BT. They did activate 1571 though. I suppose I should be grateful.
It is now 24/03/2012. I have spent the time putting up with no caller ID. I have just realised today I had to register with MyBT on the website which I have now done, but I’m still not sure if this is correct given that they sent me a username and password previously which didn’t work when I tried to login. Anyway I have set it up but still can’t view my bill. Perhaps that will clear. I did buy a BT phone, yet another **bleep** phone, 4th in two years, in the hope that it would miraculously fix my phone fault caller ID but to no avail. It still doesn’t work. I have just phoned BT India again and done all the steps over the phone with the guy, who can’t see a fault on the line when he’s tested it. He has handed it over to the engineers with a promise that it will be fixed by 29th. I won’t hold my breath. If it isn’t fixed it will be a matter of a huge complaint letter. Update: on the evening of the 24th I received a text and email to say it had been fixed. But it hasn’t. It still doesn’t work. Oh BT how you play with my nerdy heart promising simple things and utterly failing to deliver!
01/04/2012: PhoningIndiaabout the caller ID again. Its April Fools I have to try for a third time don’t I? Right so the lady I spoke to didn’t make me go through all the checks from her script, which I appreciated. To be honest I didn’t give her a chance – I began the call and didn’t stop talking and said:
I didn’t want to dial the #234# thing
I didn’t want to try another phone
I didn’t want to do a line test
I couldn’t see any alternative other than an engineer visit
She went off to speak to her supervisor and said she’d call me back. Amusingly, while I was waiting for her to call back I received a call from BT India asking me to rate the efficiency and politeness of the woman I just spoke to. I refused to do this pending the outcome of my problem. Come on BT don’t ask me to give positive feedback when this problem has been going on for two months. Anyway the original lady called me back finally and said her supervisor was escalating the problem to 2nd tier support and they would have it fixed in three days and she would again call me back to make sure everything was ok. I am not holding my breath and there was no mention of arranging an engineer visit. We shall see what transpires.
It is now 10/04/2012. I have never received the call back. I did receive a text and an email to say my fault had been fixed. But of course it hasn’t been fixed. Amusingly, at the bottom of the last email there was this statement – “Please note: we'll provide a working service up to and including the main socket in your house. If your problem isn't with your BT service, you might need to pay a £130.00 repair charge. So it's worth checking your own equipment before the visit and cancelling the visit if you fix things”. So it’s my fault? Before I call back again I am going to post on the BT help forums and see if anyone else has had this problem.

Hi AP_In_Surbiton,
I am really sorry that you have had so much trouble getting your Caller ID up and going. I'll be happy to help you out with this and get it working for you.
Could you drop me in an email please? Use the 'contact us' form in my forum profile under the 'about me' section. You can find it by clicking on my username.
Thx
Craig
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)”
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If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Bt infinity downstairs and upstairs

Good morning
i have an engineer coming around next week to install my bt infinity he is going to install it downstairs. However we have sky and a console upstairs that we want wired. Is there a way that the engineer can install another router upstairs?
Many thanks
sammy.

You cannot have two routers. Either you need to run your own Ethernet cable, or use broadband extenders like these.
http://www.shop.bt.com/products/bt-broadband-extender-500-kit-8W3T.html
You can add an Ethernet switch to the far end, and connect more than one device.
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.

BT O/R Boost Engineer coming.

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