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.
They are the only BT employees on this forum, and are a UK based team of people, who take personal ownership of your problem.
Once you get a reply, make sure that you are logged into the forum, then click on their name, you will see a screen like this. Click on the link as shown below.
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For your own security, do not post any personal details, on this forum. That includes any tracking number you are give.
They will respond either by phone or e-mail within 5-6 working days.
Please use the tracked e-mail, to reply, not via the forum. Thanks
This is the form you should see when you click on the link. If you do not see this form, then you have selected the wrong link.
When you submit the form, you will receive an enquiry number, so please keep a note of it
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.

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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!

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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.

Another one with broadband at dial-up speeds

When I first connected to BT Broadband on Tuesday, all was well. Fast connection, good streaming.
Now it is down to dial-up speeds:
The results from BT Speedtest:
Download speed achieved during the test was - 0.1 Mbps
For your connection, the acceptable range of speeds is 0.05 Mbps-0.25 Mbps.
Additional Information:
Your DSL Connection Rate :3.97 Mbps(DOWN-STREAM), 0.45 Mbps(UP-STREAM)
IP Profile for your line is - 0.14 Mbps
Details from Router log:
04:48:55, 26 Oct.   (60193.730000) DSL is up
04:48:54, 26 Oct.   (60192.780000) DSL noise margin: 22.00 dB upstream, 8.80 dB downstream
04:48:54, 26 Oct.   (60192.710000) DSL line rate: 448 Kbps upstream, 3968 Kbps downstream
Running the "Silent LIne" test shows just that, silence.
This is in a house with three phone sockets, none of them a master. (All old style BT sockets, all with a filter.)
By contrast, I have another line running on the same cables from the same exchange that currently connects to the exchange at 7.87 and has an IP Profile of 6.5.
How do I get BT to investigate this? How long before I need to cancel the contract on the grounds that it is not delivering its promised speed?
I should add that the fast connection was made with an old Netgear router/modem, before the Home Hub arrived. I would swap that back in but the IP Profile is so low that it won't make any immediate difference.

Nope. Too rural for LLU.
SamKnows - Broadband Availability - Handcross (SDHNDCR) Exchange
Look at all those lovely red crosses. Last time anyone opened the door there to add anything seems to have been back in 2006.
Not rural enough, though, for any of those government sponsored broadband programmes.
Actually, I am amazed that TalkTalk can deliver a connection that is usually rock solid at speeds of up to 6 Mbps. The only problem is that when more than two people are on line, it slows to a crawl. That is one reason why I wanted to take up BT's seemingly generous offer.
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I have several 7911 phones that seem to be losing their connectivity status randomly. Occasionally when trying to call these extensions the call will redirect or go to voicemail as if the phone is in use/turned off, but in reality the phone is on and on the hook. The display on the recipient's phone seems normal, but when I pick up the receiver I do not hear a dial tone; when trying to dial out (without a dial tone) the display shows the normal " to <extension name> Ext. ###" as if it is calling but the call does not go through and only silence is heard.
When I hang up and pick the receiver up again the problem is fixed, a dial tone is heard and calls can be sent and received normally for a while (15 minutes to an hour) then it falls "offline" again and all calls to that extension are redirected until the receiver is picked up/put down again or the phone is reset. This is affecting several extensions, and replacing the phones with new ones does not fix the issue. I've compared settings for the extensions to my phone, also a 7911 but without any of the aforementioned symptoms, in the Unified Communications Manager Express and they appear to be setup properly. I couldn't find any information on this here so please help!
Thanks in advance.

Hi Adam.
Which is phones connectivity layout?
Are they always able to reach the CME?
Please also mention CME Version Hardware model and IP Phone load.
Regards
Carlo
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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.

Broadband ok, no dial tone and line sounds engaged...

Bt say the problem is in my property.
I have checked the test socket and no joy.
could the fault be with the first box that the line meets when coming into the property?
I have had a problem with it before.
Yorkiebear

Hi. I have exactly the same problem since yesterday (or maybe longer) - there is no dial tone and the line is engaged when called, but the adsl broadband is still working.
I bought a corded phone today and neither phone works directly in the test socket (there are no extensions anyway). This seems to point to it being a bt problem but the first engineer appointment available is in over a weeks time so if there is anything else i can do in the meantime i'm keen. Also is there anything else I can do to ensure that its not a problem on my side to avoid the charge.
In fact this is the second time this has happened recently, last time was a few weeks ago and it cleared up within about 24hrs...
thks & rgds

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

Broadband working, no dialing tone, unable to make...

1)
Removed the filter:
Plugged phone into wall socket - dialing tone works fine.
2)
Removed wall socket front
Plugged phone into test socket - dialing tone works fine.
3)
Purchased new filter. Connect phone and broadband.
Broadband works, still no dialing tone
4)
Tried filter in test socket, still no dial tone
What should I try next?
Thanks
110508-*****

Are you trying just the phone and the new filter by themselves into the NTE5 test socket or do you still have your router/hub connected, the thunderstorm may have burnt out your router/hub?
If it's not connected then I would report a fault to your service provider, which I assume is BT seen as you are asking on here.

No dial tone, broadband still works

I cannot get a dial tone, but my broadband still works.If I disconnect the asdl filter and plug the phone into the main wall unit, I get a tone. I have changed the asdl filter and still cannot get a tone with the homehub connected. Any ideas on how to resolve this???

Your phone line must be OK as the phone works in the main socket, with no H.Hub connected. I would ring broadband faults on 08001114567 to report it.
edit I don't think I would mention the storm.

No DIal Tone, phone rings if I test it with a mobile but can't answer it. The ADSL works OK.

Hi, My Telstra home phone has gone completely dead. There is no dial tone at all, so I can't dial out or answer any phone calls. I have ran an isolation test without any adsl filters and the only time it works is when I use my mobile to ring the home phone to test it. It starts to ring but when the hand-set is picked up, there is nothing there but complete silence.I also have an ADSL2+ internet connection (with VeeTel) which seems to be working ok but not as fast as usual. Hence, I am able to post this fault report. I also recently had the "Messages 101" connected when I changed my phone plan to home phone National....but don't know if that would cause any faults cos it has been ok up to when the phone line stopped.Any ideas would be greatly appreciated, thanks for reading.Michael.

Michael, definately something amiss there. By chance do you have another phone that you could plug in to check that it's not just the handset? If you haven't got a spare, insted of borrowing a cup of sugar see if you could borrow a phone from the next door neighbour. If all else fails, best to report the fault: https://service.telstra.com.au/general/home-phone-fault/form;jsessionid=537365117A2E0142782F7B887AD18A57?execution=e1s1

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.

New broadband line - is this speed normal?!

Hi. I know it's early days, but since my new phone and broadband line was installed 4 days ago, the maximum speed i have achieved is 0.1mbs, when the bt estimate was 7.5.
i understand that there is a 10 day settling down period, but I would have thought we might be somewhere a bit faster than that by now! I was a bit concerned when the engineer installed the line, because he didn't seem to know anything about the order for broadband connection, didn't do any sort of broadband test and just advised us to phone the helpline for more advice. We had no broadband connection at all for 24 hours, so I phoned customer services who said the line had not been activated. They did that and the broadband service started, but at this very low speed.
At the moment my bt vision that we ordered at the same time won't properly load (I guess due to the poor connection speed) and I'm just concerned that things aren't going to improve.
Any advice, or is it just a case of waiting until the 10 days is up?
Thanks in advance!
Solved!
Go to Solution.

Spoiler (Highlight to read)
Thank you for your advice.
Here are my stats and then test results:
ADSL Line Status
Connection information
Line state:
Connected
Connection time:
3 days, 09:18:55
Downstream:
128 Kbps
Upstream:
64 Kbps
ADSL settings
VPI/VCI:
0/38
Type:
PPPoA
Modulation:
G.992.1 Annex A
Latency type:
Fast
Noise margin (Down/Up):
43.8 dB / 31.0 dB
Line attenuation (Down/Up):
14.5 dB / 10.0 dB
Output power (Down/Up):
6.6 dBm / 2.7 dBm
FEC Events (Down/Up):
0 / 0
CRC Events (Down/Up):
0 / 4
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 / 2
Error Seconds (Local/Remote):
0 / 0
More Details
This Test comprises of two tests
1. Best Effort Test: -provides background information.
Download Speed
85 Kbps
0 Kbps
2000 Kbps
Max Achievable Speed
Download speedachieved during the test was - 85 Kbps
For your connection, the acceptable range of speeds is 400-2000 Kbps.
Additional Information:
Your DSL Connection Rate :128 Kbps(DOWN-STREAM), 64 Kbps(UP-STREAM)
IP Profile for your line is - 2000 Kbps
2. Assured Rate Test: -provides background information.
Download Speed
80 Kbps
0 Kbps
600 Kbps
Max Achievable Speed
Download speedachieved during the test was - 80 Kbps
For your connection, the acceptable range of speeds is 576-600 Kbps.
Additional Information:
Assured Rate IP profile on your line is - 600 Kbps
This test was not conclusive and further testing is required.This might be useful for your ISP to investigate the fault.
The line is connected directly to the master socket, which is the only phone socket in the house.
I have now tried the quiet line test, which is silent.
Many thanks!

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