Extremely Slow Broadband + No Dial Tone

Hi there, I'm looking for some help.
Just a few details first.
BT Total Broadband
HUB: HomeHub 2.0
Residing: S66, South Yorkshire
Speed: Up to 20mb (Apparently - normally around 7ish.)
3 machines connected: 2 Wireless Laptops and Ethernet LAN connected PC. Only the PC is currently connected.
So, the problem I'm having is that the Internet, as of around... 2pm yesterday, has been EXTREMELY slow. I've run speed tests, reset the HUB, restarted the HUB, returned to default on the HUB and everything. It's currently running at a seriously reduced rate. Not to mention - for some reason, no matter which socket I plug the Phone in, the landline is completely dead.
ADSL Information from HUB.
ADSL line status
Connection Information
Line state
Connected
Connection time
0 days, 00:11:26
Downstream
256 Kbps
Upstream
256 Kbps
ADSL Settings
VPI/VCI
0/38
Type
PPPoA
Modulation
G.992.1 Annex A
Latency type
Interleaved
Noise margin (Down/Up)
13.9 dB / 6.0 dB
Line attenuation (Down/Up)
62.5 dB / 31.5 dB
Output power (Down/Up)
1.3 dBm / 0.5 dBm
As you can see, the upstream and downstream is terribly low. I can't see us being capped because we upgraded the internet not 2 months ago in which we were advised, unlimited broadband - that being said, there is no way we could have broken the fair usage policy as even though there are 3 machines connected some days, the two laptops are used by my girlfriend and her mother, for things like Facebook, not streaming 55 million movies.
That being said, even if we hammered the internet on a minutely basis and DID exceed the fair usage policy - it doesn't explain why the landline is completely dead. Even the phone has no power - which is odd - because none of them do.
There seems to be 3 faults in areas I'm not even sure are close to us - but could that affect us? I'm not sure.
Any assistance with this would be awesome, as it seems the BT Broadband Help system is incredibly useless at best and I have absolutely no way of contacting BT themselves, due to the dead phone and well - I've heard BT have a live chat thing on the website, but finding it seems they LOVE to hide it.
Thanks in advance,
Robert

Okay, new turn of events. The phone is apparently working - both my Nan and Girlfriend have called and it's ringing their side, but my phone must be dead. Awesome BT Phones.
Next - looks like we've been capped - not sure how or why, havn't used anywhere near 10GB this month.
FAQ
Test1 comprises of Best Effort Test: -provides background information.
Download Speed
126 Kbps
0 Kbps
250 Kbps
Max Achievable Speed
Download speedachieved during the test was - 126 Kbps
For your connection, the acceptable range of speeds is 50-250 Kbps.
Additional Information:
Your DSL Connection Rate :256 Kbps(DOWN-STREAM), 256 Kbps(UP-STREAM)
IP Profile for your line is - 135 Kbps
If you wish to discuss these results please contact your ISP.
If you are experiencing problems with specific applications, servers or websites please contact your ISP for assistance.
Your test has completed please close this window to exit the performance tester.
Have a friend contacting BT to report a fault. Probably isn't one though on the line, seems like the problem with the phone is that the phone is just broken maybe? Which is odd, all it does is sit on the HUB not doing a great deal, no damage to it, nothing spilled on it.

Similar Messages

New Broadband - No Dial tone - Line Test shows no ...

Hi,
I was wondering if anyone can help me before i start pulling my hair out!....
I have recently attempted to set up my new broadband and phone.
My activation date was 4 days ago and ever since ive been on the phone to customer service trying to work out what the problem is.
Summary of problem:
my phone line has no dial tone at all. On my day of activation, the manager from the office below my flat came to tell me his phone lines had been cut off. After this, he tried to set his line back up and i recieved an email to tell me someone was requesting to take over my line. So i phoned BT and they cancelled off this request and assured me they had set up the line to the right address and not the offices below me. I was told it was an internet problem and that i should wait to midnight until my activation is complete (although i had already recied two emails to tell me this was complete).
I waited a further 48 hours until today - Phoned up, explained the problem again went through line tests/broadband tests and was told that everything was fine, it should be working. It must be a connection problem between my router and device. Ive tried several devicces (laptop, phone, ipday, tv etc) and none of which work. They connect to the router but say the router is not connected to internet.
My router has solid orange light with flashing red "b".
I dont know what to do next?
Help please!!
Thanks,
Arlene

I have asked a moderator to provide assistance, they will post an invite on this thread.
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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.

No Broadband, No Dial Tone!??

My broadband went down on Friday. I rang the number that comes up on the browser, BT has done tests on the line and there is no dial tone either so I'm without phone as well! Their estimated date for fixing this is 23:59 on Wednesday!!
Does anyone know what the problem is?? It seems all the other houses around my area are fine? Living in a student house, the seven of us are in constant need of the web for our studies so this is very annoying.
Our contract with Bt started at the end of September and this is the second problem we've had. It took over a month for our speeds to be increased so that they were in the acceptable range given on the BT speed test. Before this the broadband was basically unusable.
Getting really fed up with the service (or lack of). And hope that i can be compensated for this!!
If anyone could shed some light on what the problem is at the moment that would at least give house mate and I some peace of mind. Seems very unfair that we should have to pay full price for line rental and broadband when it looks like we wont be getting either of those services for 6 days!

If there's no dial tone then there is probably a cable fault of some kind . . . not uncommon when the weather is bad and large quantities of corrosive salt are in use on roads and pavements. The dissolved salt will find its way into any weakness in cabling and can cause the sort of problem you have.
Its normal for BT to give credit for times when there is no connection. Make a note of the exact dates and times when there was no service and then contact BT for a credit on your bill.

Extremely slow broadband speed

Hi,
Any help would be appreciated
I have recently had to move from my old BT Wireless Network 1250 route as it finally gave up after a number of years to the BT Home Hub V1.5, that has been in storage since it was sent to me.
The problem is the speed of the broadband has dropped considerably from a comfortable average of 3.5Mb to 0.5MB.
I changed the routers last Monday and the speed was slow during the week, I also had to restart the router on Friday as I installed the BT Broadband Accelerator that had just arrived.
The results from the BT Speed test are
Download speedachieved during the test was - 457 Kbps
For your connection, the acceptable range of speeds is 50-500 Kbps.
Additional Information:
Your DSL Connection Rate :6784 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 500 Kbps
The Home Hubs information is
Uptime:
2 days, 0:10:04
Modulation:
G.992.1 annex A
Bandwidth (Up/Down) [kbps/kbps]:
448 / 6,784
Data Transferred (Sent/Received) [MB/MB]:
36.56 / 187.42
Output Power (Up/Down) [dBm]:
11.5 / 19.5
Line Attenuation (Up/Down) [dB]:
17.0 / 34.0
SN Margin (Up/Down) [dB]:
18.0 / 12.5
Vendor ID (Local/Remote):
TMMB / TSTC
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
Error Seconds (Local/Remote):
0 / 0
FEC Errors (Up/Down):
0 / 28,398
CRC Errors (Up/Down):
0 / 10
HEC Errors (Up/Down):
0 / 8
Line Profile:
Interleaved
Any help anybody could give would be really appreciated

Hi Christopher,
Recently you have synced at a very low speed which has driven your IP Profile down to 500kbps.
This will take around 5 days maximum to clear up. Make sure that you do not restart your router during this period.
Hope this helps
Like this post? Give it a Star . If this post answers your question, please Mark it as the Accepted Solution.

Extremely Slow Broadband

Hello, I'm experiencing the same problem all the time. I was connected to BT broadband option 3 in April 2010 and since then I would say I had only a few "happy fast broadband" weeks. Which were at 1-1.5 Mbps. The rest of the time it was at or under 500 Kbps. IPprofile keeps going down, not once it was stuck at 128kbps, engineer visited about 5-6 times. Next visit is on the 8th February, next week. I have to take a day holiday again....etc. Very annoying!
I don't have any extensions, it is only the main BT socket, faceplate down, router connected directly into the socket. I tried a speedtester.bt.com test now, but it failed again. Speedtest.net results:
Ping 85ms (was always around 50-90ms)
Download: 0.15 Mbps
Upload 0.35 Mbps
Exchange is a bit far from me, but sometimes I have managed to get speeds up to 1.7Mbps, so I'm sure the line would be ok with a constant minimum of 1 Mbps. It is very annoying to pay £40 for an unacceptable slow internet. I'm thinking to invest money in legal action to teach BT a lesson and also It would be worth to be in the newspapers with the help of my friends EU wide and let the world know what a bad internet service people are experiencing in the UK.
Any help would be appreciated.
My Router stats:
ADSL line status
Connection information
Line state
Connected
Connection time
0 days, 22:59:10
Downstream
256 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)
27.6 dB / 15.0 dB
Line attenuation (Down/Up)
63.5 dB / 31.5 dB
Output power (Down/Up)
12.3 dBm / 11.9 dBm
Loss of Framing (Local)
0
Loss of Signal (Local)
0
Loss of Power (Local)
0
FEC Errors (Down/Up)
13079 / 38
CRC Errors (Down/Up)
2 / 2147480000
HEC Errors (Down/Up)
nil / 31
Error Seconds (Local)
37

BT sucks.

Please help - extremely slow broadband/ technical ...

Hi there,
for approx 2 weeks now there has been a change in our broadband connection. We have always experienced an acceptable broadband speed, but something suddenly changed recently and has left our broadband incredibly slow.
I noticed there was a BT openworld van in our street approx two weeks ago who seemed to be there for the whole day working on the telephone pole. Since he left that afternoon we have had terrible problems with our connection.
We are no longer able to do simple things such as stream videos, download anything or even open multiple tabs when browsing - its just too slow!
I did try a speed test linked from these forums which showed that the IP profile for my line is 135kbps, download speed achieved was 116kbps and "an upstream test was not conducted on this line due to a technical issue"
I'll be totally honest and say this all means nothing to me - I just want my broadband restored to its former self and actually be able to use it properly!
HELP!

I run the initial speedtest using my ethernet cable - those hub readings were wifi connection.
Here are the speedtest results run a second time (ethernet)
download speed 0.13mbps upload speed 0.36mbps http://www.speedtest.net/result/1466971666.png
Here are the hub readings also whilst still connected via ethernet
ADSL Line Status
Connection Information
Line state:
Connected
Connection time:
0 days, 00:23:36
Downstream:
2.188 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):
7.6 dB / 18.0 dB
Line attenuation (Down/Up):
56.4 dB / 31.5 dB
Output power (Down/Up):
17.6 dBm / 12.3 dBm
FEC Events (Down/Up):
4639 / 0
CRC Events (Down/Up):
2 / 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):
10 / 0
Error Seconds (Local/Remote):
2 / 0

Extremely slow broadband - BT support not helping....

Hi All,
Hoping someone here can help me, we had broadband installed in our flat with a new line back in April - shortly after the broadband kept dropping with the speed slowing down substantially to below 1MB. After a few calls to BT they found a line fault and fixed it. Since then, on and off, the same thing has been happening and I've currently had the same issue for the past 2 weeks - after numerous calls again, all BT are doing is sending out a new Home Hub 3 which I've yet to receive and I'm doubtful it will help. I've tried the test socket, quiet line test, new fliters, changing wireless channel etc etc. Hoping the mods can help me as based on my stats below, I'm convinced it's a line problem...
Solved!
Go to Solution.

Hi ad86,
I'm really glad I could help arrange the engineer to fix your broadband speed. Happy surfing now!
All the best,
Robbie
BTCare Community Mod
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Extremely slow broadband all of a sudden

Hi new to the forum in a bid to solve my broadband speeds. Everything been fine before now with speeds up to 6 meg
(if this is the correct term).
Suddenly since Thusday of last week it has become almost unusable for anything other than simple text based browsing with my speed dropping to 0.12 mbps.
Here are the details from the hub 2.0, if anyone can understand it, i have reset it this morning and changed the filter in the master socket which the hub is connected to.
Connection Information
Line state
Connected <script type="text/javascript">// function p_ajax_adsl_status() { ajax_download_start('adsl_status=1', p_ajax_adsl_status_cb); } function p_ajax_adsl_status_cb(xml) { if (document.getElementById('adsl_status').innerHTML != xml) { document.getElementById('adsl_status').innerHTML = xml; mimic_button('submit_button_ajax_refresh', 1); } else setTimeout('p_ajax_adsl_status()', 5000); } setTimeout('p_ajax_adsl_status()', 5000); // </script>
Connection time
0 days, 00:58:59
Downstream
6,048 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)
16.3 dB / 21.0 dB
Line attenuation (Down/Up)
15.0 dB / 10.0 dB
Output power (Down/Up)
9.5 dBm / 1.5 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)
2009 / 3
CRC Errors (Down/Up)
883 / 6
HEC Errors (Down/Up)
1503 / 1
Error Seconds (Local/Remote)
720 / 5
Solved!
Go to Solution.

Thanks for a quick reply! Just ran speed test and results below, did the silent line test and it seems ok too. Just for info i live "as the crow flies" around 300 metres from the town exchange.
<script type="text/javascript">// paintProgressAndMessageOnBar(100,"The test has successfully completed"); // </script> Test1 comprises of Best Effort Test: -provides background information.
Download Speed
103 Kbps
0 Kbps
250 Kbps
Max Achievable Speed
Download speedachieved during the test was - 103 Kbps
For your connection, the acceptable range of speeds is 50-250 Kbps.
Additional Information:
Your DSL Connection Rate :6048 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 135 Kbps

Extremely slow broadband speed recently

Hi,
I've searched the forums for similar problems, and I'm not the only one who's had this particular one by the looks of it. I've been with BT Broadband for a good year, with no real problems and a pretty consistent downstream speed of around 750kbps (unusable by some peoples standards, but was fine for me) and IP profile to match.
Since about 2 weeks ago this has dropped considerably, to the point where my Homehub will now only sync to around 256kbps, sometimes 300 odd, and obviously this has made the internet pretty miserable to use.
My IP profile is no doubt at the bottom on 135kbps now due to the fact that I've had to try and reset the modem occasionaly to try and get an improvement in Downstream connection, but as far as I can gather from reading replies on this forum, there is no point in leaving the modem connected at 256 downstream or thats as high as my IP profile is going to rise, no matter how many days it's left on.
We've been through all the "connect to master/test socket" and replacing filters, and nothing has changed within the house, so I can't see why the downstream has suddenly decided to plummet after months of working well. I have noticed the noise margin on the router stats page is being a bit erratic (used to be stable at 6db downstream before, now flits between 6 and 13, both down and up).
We've obviously called BT on numerous occasions, with no success or help other than suggesting another engineer visit (last one said there was no problems, other than the fact that he couldn't believe we were happy with 0.5mb speeds ). So any ideas? I know mods on here have been able to solve siimilar problems before, so I'm hoping someone will be able to help me out with this. I'll post router stats and speedtest below, but bear in mind the modem has been restarted again today so connection time and IP profile are no doubt affected by that.
Solved!
Go to Solution.

Connection information
Line state
Connected
Connection time
0 days, 0:00:48
Downstream
256 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)
8.6 dB / 13.0 dB
Line attenuation (Down/Up)
63.5 dB / 31.5 dB
Output power (Down/Up)
13.1 dBm / 12.3 dBm
Loss of Framing (Local)
0
Loss of Signal (Local)
0
Loss of Power (Local)
0
FEC Errors (Down/Up)
3674 / 0
CRC Errors (Down/Up)
30 / 2147480000
HEC Errors (Down/Up)
nil / 0
Error Seconds (Local)
4
Speedtest -
Not currently working

Extremely slow broadband the last 3-4 weeks

Hi
I've been a BT total broadband customer for years. I've not moved house for more than two years. I used to get actual download speeds in excess of 3mbps, I now struggle to get 300kbps. This has only happend in the last few weeks.
I've phoned BT's support and been through all the checks several times, microfilters, master telephone socket etc. I was put through to BT engineering who say they've made some changes to improve the speed but nothing has happend in real terms to the speed. They then said they'd call me back and haven't.
Can someone here help me? I used to enjoy reliable, high speed broadband but have had nothing but a dribble for the last few weeks. Just to reiterate - nothing has changed within my house. Everything is exactly how it was when I used to enjoys 10 times the speeds. At the moment it is essentially unusable except for basic web browsing.
Here is a recent speedtest taken today at 8.58pm, more than 3 days after the last router reset:
Test1 comprises of two tests
1. Best Effort Test: -provides background information.
Download Speed
233 Kbps
0 Kbps
500 Kbps
Max Achievable Speed
Download speedachieved during the test was - 233 Kbps
For your connection, the acceptable range of speedsis 100-500 Kbps.
Additional Information:
Your DSL Connection Rate :572 Kbps(DOWN-STREAM), 440 Kbps(UP-STREAM)
IP Profile for your line is - 350 Kbps
The throughput of Best Efforts (BE) classes achieved during the test is - 24.15:15.86:59.99 (SBE:NBEBE)
These figures represent the ratio while sententiously passing Sub BE, Normal BE and Priority BE marked traffic.
The results of this test will vary depending on the way your ISP has decided to use these traffic classes.
2. Upstream Test: -provides background information.
Upload Speed
343 Kbps
0 Kbps
440 Kbps
Max Achievable Speed
>Upload speed achieved during the test was - 343 Kbps
Additional Information:
Upstream Rate IP profile on your line is - 440 Kbps
We were unable to identify any performance problem with your service at this time.
It is possible that any problem you are currently, or had previously experienced may have been caused by traffic congestion on the Internet or by the server you were accessing responding slowly.
If you continue to encounter a problem with a specific server, please contact the administrator of that server in the first instance.

Apologies... Here with more details:
ADSL line status<script type="text/javascript"></script>
Connection information<script type="text/javascript"></script>
Line state
Connected
Connection time
1 day, 18:02:17
Downstream
572 Kbps
Upstream
440 Kbps
ADSL settings<script type="text/javascript"></script>
VPI/VCI
0/38
Type
PPPoA
Modulation
ITU-T G.992.5
Latency type
Interleaved
Noise margin (Down/Up)
24.0 dB / 31.1 dB
Line attenuation (Down/Up)
30.0 dB / 15.5 dB
Output power (Down/Up)
0.0 dBm / 12.6 dBm
Loss of Framing (Local)
0
Loss of Signal (Local)
0
Loss of Power (Local)
0
FEC Errors (Down/Up)
889 / 4294967264
CRC Errors (Down/Up)
0 / 2147480000
HEC Errors (Down/Up)
nil / 0
Error Seconds (Local)
10

Extremely slow broadband and lousy customer servic...

I have just changed to BT and boy I wish I hadn't. After 10 days for it to "come up to speed" it didn't (download speed of 120 Kbps). I have fitted an accelerator which didn't make any difference and it has taken 3 phone calls of about half an hour each duration for someone who I barely understood telling me that I had fault. I knew I had a fault as I was told 3 times. The customer support team who was told would call me back at a specific time didn't and now I have been told that an engineer will come out in a weeks time to solve all my problems - if only. BT, I am totally disappointed with your service and wish I had never changed as talk talk who was originally with was very fast. Is there a cool off period where you can cancel the service?

there is no cool off period - you need to cancel before service is provided.
if yyou would like some help/suggestions can you post the adsl stats from your router may need to 'show detail' to get all stats (if hub enter 192.168.1.254 in your browser and navigate to adsl or use a-z, if netgear enter 192.168.0.1) and run btspeedtester http://speedtester.bt.com and post the results.
are you connected to the NTE5 master or test socket or somewhere else? Do you have any phone extension sockets in your home?
Someone may then be able to offer help/assistance/suggestions to your problem
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Painfully slow broadband (plus losing dial tone)

Hi everyone,
On Saturday night our broadband connection plummeted from a usual download speed of 200kbps (download speed, not connection) to what is now struggling to hit 15-20kbps. Along with the much slower broadband our phone has also been cutting out/losing dial tone/going incredibly quiet.
We called BT last night, told them the issues and after 45 minutes we we're told that the line was fine, it was an issue on our end and nothing else would be done.
Well this morning I spent a couple of hours messing around, connecting the router and phone to the master socket using multiple new ADSL filters, multiple other cables, everything I can think of and nothing has helped. It isn't just a WIFI issue either because although we use a few WIFI systems (android smartphone, Xbox 360 and a laptop) my main PC is connected to the router via an ethernet cable.
I'm lost for ideas though - I'm disabled and I'm unable to get out of the house often (trying to sort out the router this morning has even left me with a fair deal of pain) so the internet is my connection to the outside world via gaming and stuff, but since Saturday night I've been unable to do pretty much anything due to this issue and I'm just lost so please, if anyone can help I would appreciate any advice I can get right now.
This is the info from the connection section of the hubs page:
ADSL Line Status
Connection information
Line state:
Connected
Connection time:
0 day, 00:29:56
Downstream:
416 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):
13.3 dB / 10.0 dB
Line attenuation (Down/Up):
61.0 dB / 31.5 dB
Output power (Down/Up):
14.8 dBm / 11.9 dBm
FEC Events (Down/Up):
55 / 14
CRC Events (Down/Up):
33 / 0
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):
22 / 0
Error Seconds (Local/Remote):
0 / 0

Thanks a lot for the help so far, however I'm still having problems ...
So we did as you advised and reported the fault, then a couple of days ago (wednesday night-thursday) the phone line improved, as did the routers connection to the internet. The router is now connecting at at about 1.8mbps and the quiet line test on the phone is completely silent ... however my download speed hasn't seen any kind of improvement at all, even before all this rain and flood warning.
Could this be a problem with the router itself? Like I said originally, I've got multiple devices connected both wirelessly and wired (multiple cables tested) and according to the router and BTs speedtest it's connected perfectly, so I'm now just wondering if it could be a problem with the router not relaying the data fast enough?
It's been close to a week since this started so I'm just completely clueless - for someone who has problems leaving the house and connecting to the outside world by other means it's been a really tough week.
Thanks again for the help anyway.
By the way, my routers new stats are:
Connection information
Line state:
Connected
Connection time:
0 day, 10:54:14
Downstream:
1,824 Kbps
Upstream:
448 Kbps
(Short connection time because I restarted the router to see if the rain maintenance may have helped)
ADSL settings
VPI/VCI:
0/38
Type:
PPPoA
Modulation:
G.992.1 Annex A
Latency type:
Interleaved
Noise margin (Down/Up):
14.4 dB / 13.0 dB
Line attenuation (Down/Up):
57.0 dB / 31.5 dB
Output power (Down/Up):
17.9 dBm / 11.9 dBm
FEC Events (Down/Up):
79660 / 29
CRC Events (Down/Up):
66 / 2
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):
138 / 3
Error Seconds (Local/Remote):
0 / 0

No dial tone, slow broadband which turns it's self off

Finally got round to getting a hand set as never bother with a house phone but due to changes in circumstances need it. However I have no dial tone at all tried all the steps and 3 different handsets. Really wish I had stayed with BT as never had any problems with them. Need this fixing ASAP any ideas. Or am I without a phone line until my contract is up and I can go back to BT?

You will need to report this directly to Sky so then can run some tests on your line and if needs be they in turn will report it to BT Openreach to fix.
If you have a mobile that has free inclusive minutes with your network provider then calls to Sky via the 03 number will be free as the 03 number Sky uses now is a local rate number so would be free like 01 numbers are if you have free calls time.
If you have a mobile you could also use the Sky Service App and request a call back to it.

Loss of phone line, no dial tone but broadband sti...

I have looged a fault with bt for this issue VOL012-*********, but no engineer turned up yesterday to look at it. I have tested 2 different phones in the master test socket and still have the same problem, no dial tone but broadband is working ok. How do BT get away with treating its customers like this?

@Scardy, this is exactly what happened to our phone line last September! The phone line was just mush, there was no dial tone, but we were able (just) to send email and look at certain web pages, but it was painfully slow. I tried everything, like you, no improvement. I got in touch with BT, they said there was a fault on the line, I said 'it's been fine for years why now?' BT sent an OR engineer, he turned up on time, it was a very enlightening time for me to be sure! He showed me the 'drop cable' that the phone signal came into our property on - 50 years old! Rubber outer, two strands of copper cable with cardboard insulation between them! I also found a big cut in the cable on the wall of our place, for the life of me that looked like vandalism. He arranged for a new armoured cable to be put in across our front lawn, and hey presto, all was well! With the confidence I had in that, we've got Infinity now, a new master socket and there's no going back. I hope this helps & it all gets sorted out out quickly for you.

New broadband extremely slow 0.54mb down, 0.08up

New broadband is extremely slow 0.54mb down, 0.08up - Customer support useless, can't and won't help me.
Firstly they forgot to oorder my homehub, which turned up today, 4 days after the line was connected and after complaining then finding out it was never ordered.
Secondly my broadband connectio is unstable and extreamly slow - Dial up would be faster.
I have contacted BT over the chat, then over the phone. They are useless, didn;t know what the problem was then finally after the chat dropped 5 times told me there was no problem and I could pay to fix it.
I then told the customer service that I would need to esculate the issue if they couldn't fix it and they then told me that they would call me back tomorrow! How is that going to fix the line problem?
Since I have been let down, im not sure what I can do? If BT can't fix the problem Can I cancel the line that was connected on Firday? I can get much better speeds over 3g and I feel I have been missold a 17MB unlimied connection that's not even fast or reliable enough to run the speed tester on.
How can the customer support say that there is no problem when clearly the line dropped several times and the onnection speed is so slow?
Solved!
Go to Solution.

welcome to the BT community forum where customers help customers and only BT employees are the forum mods
in order for the forum members to help please can you post the adsl stats from your routerr if HH4/5 then go to troubleshooting then logs and you are looking for 2 line together when hub last connected to internet and they will show your connection speed and noise margin or if netgear enter 192.168.0.1). Then run btspeedtester (MAC users may have problems). when first test completes then run diagnostic test and post the results ( do not reset the router).
can you enter your phone number and post results remember to delete number https://www.btwholesale.com/includes/adsl/main.html
are you connected directly via a filter to the NTE5 master or test socket or to somewhere else? Is the master the only phone socket in your home?
Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal
Someone may then be able to offer help/assistance/suggestions to your problem
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.
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Extremely Slow Broadband + No Dial Tone

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