Crackling phone line and broadband disconnecting

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

I use the home hub 4. Yes it does have a filter on it and then the phone plugs into that. Tried test socket this morning and still getting crackling on the line. 
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Similar Messages

  • Crackly phone line and broadband disconnecting

    For a month or two i have been having problems with our phone line and broadband connection. The phone line is extremely noisy (interferance) and when you make a call or recieve a call the broadband disconnects. I have tried different filters, routers and wires but no good. I have conducted a quiet line test and the result was i could hear nothing on the line. When i unplug the hub and just have the phone connected to the socket the noise on the phone has gone and their is no problem, connecting the hub make the noise come back. As a result of all this my broadband speeds are very low.
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    Downstream:
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    Upstream:
    448 Kbps
    ADSL Settings
    VPI/VCI:
    0/38
    Type:
    PPPoA
    Modulation:
    G.992.1 Annex A
    Latency type:
    Interleaved
    Noise margin (Down/Up):
    19.7 dB / 22.0 dB
    Line attenuation (Down/Up):
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    Output power (Down/Up):
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    FEC Events (Down/Up):
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    CRC Events (Down/Up):
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    Loss of Framing (Local/Remote):
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    Loss of Signal (Local/Remote):
    0 / 0
    Loss of Power (Local/Remote):
    0 / 0
    HEC Events (Down/Up):
    19 / 0
    Error Seconds (Local/Remote):
    131 / 114
    Hide details
    Download  Speed
    0.81 Mbps
    0 Mbps
    2 Mbps
    Max Achievable Speed
     Download speedachieved during the test was - 0.81 Mbps
     For your connection, the acceptable range of speeds is 0.4 Mbps-2 Mbps.
     Additional Information:
     Your DSL Connection Rate :6.91 Mbps(DOWN-STREAM), 0.45 Mbps(UP-STREAM)
     IP Profile for your line is - 1.25 Mbps
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    Solved!
    Go to Solution.

    your drops in connection have at one point reconnected with a far lower speed than normal resulting in the low ip profile.  if you stay conencted 24/7 for 3/5 days the profile will correct itself for your current connection speed
    I would as john46 suggested connected to test socket with a new filter and see if that helps
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    If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

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    Hello all!
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    by rolling I mean month by month but important it is on standard terms and any previous discounts terminate with the contract so better to renegotiate a new cheaper deal asap if staying with BT - should only be 12month contract not 18month like new customers
    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’.

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  • No Phone Line and Broadband Speed at 0.2 - Not hap...

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  • Phone Line and Broadband Cancelled by BT by their ...

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    Hi suzi2013,
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    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.
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  • Constant buzz on phone line and broadband disconne...

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    As this is a repeat fault, then some special help may be worthwhile to finally fix the issue.
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  • New phone line and broadband

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    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.
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  • Crackled phone line and incredibly slow BB connect...

    Hi
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    you need to report it to BT Faults on 151 with no mention of broadband in the call
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    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’

  • Chronic interference on phone line and broadband drifting in and out

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  • Phone line and broadband dropping

    I have asked this question before why does my line keep dropping about once a week both my phone and broadband lights goes off then on again a few seconds later.  Does my router need cooling down cannot clean inside it as I have had it for a few years.  This only seems to happen during the summer months ie June- August it all started when my contract was up for renewal no it is up for renewal May.  Tried ringing up the help the other day when I could not connect, half an hour later after trying the BT Voyager one and still not connect was told they would send a new hub, so I switched of my router and restarted it 10 minutes later and was able to connect. So now I have a new hub which I have not used. 
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    You need to access your Home Hub directly, it does not matter about the Belkin router as its only acting as an additional wireless access point.
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  • Phone Line and Broadband

    Just recently my phone line has become extremely crackly and my broadband has become so slow that if I use Youtube I can watch approx 3 secs of clips before it stalls and the loading symbol appears. Today it got worse when everytime I use the phone my broadband disconnects.
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    Maybe worth doing a few checks before you call them, have a look at this self help guide.
    http://www2.bt.com/static/i/media/pdf/repair_guide​.pdf
    (If I have helped you in any way to say "Thank You" please click on the star next to the message. Thank You)
    If I have solved your Issue please click the "Mark as accepted solution" button.

  • Ongoing and Unresolved phone line and broadband pr...

    I am trying to help my elderly neighbours resolve an ongoing phone line problem. We both keep reporting the issue but keep being passed from pillar to post. We are fairly certain its a line problem outside of the house (we have checked everything we can for them)
    The problem is causing terrible crackling on the phone line to the point where they cannot hear people on the phone and their new quality laptop just cannot run. They struggle to get out and rely on their phone and were hoping to order shopping online etc. 
    So they are are paying £13 a month for no service and they are finding this whole experience very upsetting. We are disappointed with Bts service so far
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    Solved!
    Go to Solution.

    you should be able to report your phoneline fault to 151 but no mention of broadband.
    I would just check that the phone is connected to the filter in the master socket to make sure problem is outwith the home and not internal.  internal  fault could cost you the callout fee
    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’.

  • At a loss with phone line and broadband

    Hi,
    First of all, sorry for cross posting this, but as you might gather I'm currently stuck between a rock and a hard place.
    http://community.bt.com/t5/Phones/At-a-loss-with-phone-line/td-p/54639
    I'm not going to repeat everything in that post, just to say when all equipment is unplugged and you get crackles and white noise through the phone, it can not be equipment, no matter how intermittent. Am I correct?
    The main reason for cross posting is around the annoying BRAS IP profile. It seems that for 30mins of static, I get stuck on a 130k profile for 3days. I could cope with the occasional outage or slow down, but 3days is half a week and when you have the recent bad weather, you get 1day of decent profile before the next spat! As a result of this, I would like to see if anyone else in the community has been through similar?
    I will point out that I have been working in IT for 13years, so I like to pretend that I know something about things, but I must say that BT is one of the only companies that I deal with and dealt with that seem insistent on blaming the customer for everything. 
    Connection information
    Line state Connected
    Connection time 0 days, 1:44:21
    Downstream 2,048 Kbps
    Upstream 448 Kbps
    ADSL settings
    VPI/VCI 0/38
    Type PPPoA
    Modulation ITU-T G.992.1
    Latency type Interleaved
    Noise margin (Down/Up) 9.6 dB / 19.0 dB
    Line attenuation (Down/Up) 53.0 dB / 29.5 dB
    Output power (Down/Up) 17.8 dBm / 12.1 dBm
    Loss of Framing (Local) 0
    Loss of Signal (Local) 0
    Loss of Power (Local) 0
    FEC Errors (Down/Up) 5261636 / 45
    CRC Errors (Down/Up) 0 / 2147480000
    HEC Errors (Down/Up) nil / 28
    Error Seconds (Local) 134
    Solved!
    Go to Solution.

    No I'm suggesting the mod team is preferable to calling India ....
    What they do with you is down to them ....  and you.   
    Allbeit I doubt you'll see a profile reset, but even better you may see a lasting resolution, hopefully.    

  • Noise on phone line and broadband cutting out when...

    Hi, I have been experiencing a problem with my broadband dropping out when the phone is in use. I have also had a very crackly/noisy line whilst using the phone.
    After reading various problems on these forums (some sound similar) I wanted to see if anyone else could help as I’m still unsure what to do next. I haven’t really had much help out of BT except for them sending out a new Hub (V3) saying that it should fix the problem. It did not fix it and I have since had a few more conversations, which have resulted each time in BT saying that there is no fault on the line, and it will be £130 minimum call out for any further action.
    I have done everything I can think of in the house to see if the problem was to do with my household wiring including replacing the wiring for my extension. The filters have all been replaced and I have also used the quiet line facility and there is still noise on the line and the broadband still drops out when the phone is used.
    At the moment I really have no clue what to do next so thought if I post up my ADSL line status results that maybe someone would see a problem or maybe have a thought on what to try next as I don't really want to be paying £130.
    My set up is BT HomeHub 3 (option 3) with a BT Vison Box. The problem with the broadband dropping out seems to have started around the time I was notified by email that there was an upgrade on the network completion that was on the 24th June.
    Any help would be very much appreciated as this is understandably getting a very tiresome. Cheers in advance.
    My ADSL line status:
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    Line state:
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    Data Transmitted/Received (GB):
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    4.438 Mbps
    Upstream:
    1.129 Mbps
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    VPI/VCI:
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    Type:
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    Modulation:
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    Latency type:
    Interleaved
    Noise margin (Down/Up):
    13.2 dB / 5.9 dB
    Line attenuation (Down/Up):
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    Output power (Down/Up):
    18.3 dBm / 12.6 dBm
    FEC Events (Down/Up):
    0 / 229
    CRC Events (Down/Up):
    0 / 85
    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 / 7
    Error Seconds (Local/Remote):
    60 / 25

    One thing to add, are you sure on how they phrased the info regarding to the £130 charge. That should only really be applied if it is YOUR equipment that is at fault (and on some occassions if you have damaged the external line).
    I have what sounds to be a much more intermittent issue than yours, the vast bulk of my visits have resulting in the engineer not finding an issue (occassionally they do but then seem to lose that info before the next one) and I have never been charged since there is no issue with my equipment and the effect on the broadband can be seen via BT's own logging (ie speed reductions etc).
    There has been some reports that sound like inappropriate charging but really you have an obvious line issue and even if intermittent should not be chaged providing you have confirmed it is an external cause.
    If my post was helpful then please click on the Ratings star on the left-hand side If the the reply answers your question fully then please select ’Mark as Accepted Solution’

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