No Broadband or phoneline

Hi on the day i was meant to change over to bt phone line and broadband i have been left with neither..... done all the tests.. no luck, bt suggested engineer to be sent out this might cost £129........
Solved!
Go to Solution.

Also look at this page, as you can clain compensation for failing to provide service on time.
Customer service guarantee
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.

Similar Messages

No phoneline,No broadband and the activation date ...

I recently switched from Sky to BT as I was having an issue with my broadband and phoneline that Sky were far from helpful about. Sky took 5 weeks to fix a fault on the phoneline after many promises and many times an engineer didnt turn up when promised.Ive checked the test socket and done all the test.Now im being messed about by BT and im now wondering is this a very normal thing all company's do now.First sky and now BT,who next if I decide to change again??
My equipment (HH4) and activation email arrived on 18th September to say everything was ready to go.
I followed the steps that came with the equipment, but the Hub light never returned to blue. It is stuck on orange and the broadband light is flashing red. Also the phoneline is completely dead and still and its getting towards 2am now.Thing is know all the connections and the phone cable works because Sky finaly fixed the phoneline 2 weeks ago after 5 weeks waiting to get it fixed and its been perfect since and the engineer sent 2 weeks ago put a new cable from the mast to the flat and fitted a new phone socket so BT cant give me the **bleep** my line or equipment is faulty because that would be bull **bleep**! The sky phoneline and broadband went off yesterday morning then a few hours later got texts from bt to say the phoneline and broadband is now active and is ready to use.I even changed the filters over BT sent with the new home hub.I plugged the phone directly in to the test socket and nothing,its completely dead!
Solved!
Go to Solution.

As you have moved from sky to bt, I suspect it will be something to do with the disconnection of the sky equipment in the exchange, and the connection to the bt equipment. If you try that number later on today, hopefully they will get it sorted. also there will be more experienced posters on here, that will probably be able to help you further.......
They have to sleep sometime..........
Don't forget that the only people you'll find on here, is customers that have had some sort of problem. There are going to be many, many others who don't have problems. I had a problem with errors/interference, and with the help of this forum, was able to minimise the effect on my connection........
If you found this post helpful, then please click the star on the left, after all, I'm only trying to help........

Extending broadband around the house

Hi guys.
Just moved house and setting up the Internet, I have a Home Hub 3.0 which is fine for downstairs, but doesn't give strong enough signal to reach some upstairs rooms. The main issue being my bedroom which is (due to extensions) beyond 2, very solid, external walls of the house, which gets no signal at all. There is only 1 working socket to plug into in the house which is in an extension, so not great positioning.
What would I need in order to put a socket in my room to plug directly in? Presumably just running a phone line into my room wouldn't be enough? Would I need modem/router in the room? I'm a bit lost, and never really understood broadband/wireless/phonelines.
Or alternatively are there any better solutions, such as boosters, extenders etc. I did look at the things that can extend through electric sockets, but I'm not sure I can run 2 upstairs PC's from that?
Any help much appreciated
Thanks
Matt

Powerline adapters would be your best option, one pair would be sufficient.
In the bedroom you can connect the powerline adapter to a network switch, which will allow you to plug in up to four computers upstairs.
Some suggestions
Powerline adapters, these come as a pair
http://www.shop.bt.com/products/bt-comtrend-powerline-hd-ethernet-female-kit-4Z2J.html
Ethernet Switch
http://www.amazon.co.uk/gp/product/B000FNFSPY
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.

Activation date passed and NO phoneline or broadba...

I recently switched from Sky to BT as I was having an issue with my broadband and phoneline that Sky were far from helpful about. Sky took 5 weeks to fix a fault on the phoneline after many promises and many times an engineer didnt turn up when promised.Ive checked the test socket and done all the test.Now im being messed about by BT and im now wondering is this a very normal thing all company's do now.First sky and now BT,who next if I decide to change again??
My equipment (HH4) and activation email arrived on 18th September to say everything was ready to go.
I followed the steps that came with the equipment, but the Hub light never returned to blue. It is stuck on orange and the broadband light is flashing red. Also the phoneline is completely dead and still and its getting towards 2am now.Thing is know all the connections and the phone cable works because Sky finaly fixed the phoneline 2 weeks ago after 5 weeks waiting to get it fixed and its been perfect since and the engineer sent 2 weeks ago put a new cable from the mast to the flat and fitted a new phone socket so BT cant give me the **bleep** my line or equipment is faulty because that would be bull **bleep**! The sky phoneline and broadband went off yesterday morning then a few hours later got texts from bt to say the phoneline and broadband is now active and is ready to use.I even changed the filters over BT sent with the new home hub.I plugged the phone directly in to the test socket and nothing,its completely dead! I switched to BT because I thought I would get better service than sky but I was so very wrong! Been reading and doing research and it seems quite a few people have the or have had the same problem as my self or a similar problem!!

Ultimately, you need to report it as a fault (0800 800 151, or check in the phone book for a number you can use on a mobile). It looks like BT haven't actually switched on your service yet.

BT Broadband Up Speed is incredibly low

So, a while back, around the last World Cup in 2010, BT started doing this promotional thing where they would go round your house, change your entire broadband and phoneline system, in an effort to make them more money on the World Cup for BT FreeView, anyways. When they did this, the speed of the internet went really, really, REALLY slow. And ever since I've had to live with BT ruining my internet. We're currently on the Unlimited Broadband package, and we are literally across the street, and directly opposite of the phoneline box thing. And my Download speed is fine, it's great in fact, my ping is also quite good. But my Upload speed, is just...awful. I'm averaging 255kb up speed at night and in the morning. And I've tried contacting your email support and your phone support, and that also, is just awful. I really need this to be sorted out as this is painstaking. I stream on twitch regularly and require good internet, but am limited in fps, quality, bandwidth, and most importantly...upload speed. Please if someone could help, do.
-Willem
Cheers

Line state
Connected
Connection time
0 days, 2:08:02
Downstream
7,456 Kbps
Upstream
224 Kbps
ADSL settings
VPI/VCI
0/38
Type
PPPoA
Modulation
ITU-T G.992.1
Latency type
Interleaved
Noise margin (Down/Up)
6.3 dB / 6.0 dB
Line attenuation (Down/Up)
22.0 dB / 31.5 dB
Output power (Down/Up)
19.8 dBm / 11.1 dBm
Loss of Framing (Local)
0
Loss of Signal (Local)
0
Loss of Power (Local)
0
FEC Errors (Down/Up)
257529 / 0
CRC Errors (Down/Up)
66 / N/A
HEC Errors (Down/Up)
N/A / 0
Error Seconds (Local)
21
I have BT homehub 2

New home and new WIFI sluggishness

I recently moved in with my girlfriend. At my last location, I quit using wifi, was connected directly via ethernet to my cable internet modem. I was also Airport sharing the connection for my kids' iMac.
Now in her new place (and new wifi), I can connect with full bars via Airport, but many sites do not load the first time. I need to refresh the browser several times to get many sites to load.
I have turned off the internet connection sharing as well. Is it some type of DNS problem?
clueless... assuming it has something to do with the move.

HI greengrass,
There is no real procedure for you as a customer. You can place an order for broadband and phoneline simultaneously. BT will take care of the rest.
If there a line in the new place then it might need an engineer call out in order to get it up and going but this will be made clear whenever your order is placed.
TX
Craig
BTCare Community Mod
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Fed up - BT termination charges.

Singed up with BT last April. had an absolute nightmare which I won't bother going into, other than to say after several months, god knows how many phone calls, promises of call backs not materialising and being asked repeatedly to unscrew my plug socket, I eventually tweeted BT and was able to reslove (more or less) my issues and have a functioning evening and weekend phoneline, basic internet and bt vision.
We have enjoyed pretty rubbish service from them since - our internet frequently goes down, vision box stops working etc, however I literally have not had the energy to bring it up with them, as my compliants last time cost me (taking time off work waiting for engineers who never materialised, unable to work from home due to lack of internet connection) and physically made me want to end it all.
Now we are moving. I am aware that I now face the fun challenge of cancelling my contract early (It should end on the 30th of April 2013).
I am fully willing to pay early termination charges to get out of this nightmare, however I have just plucked up the courage and called to find out what it's going to set me back.
Of course, I got through to BTs friendly local Indian call centres - spoke to a very lovely lady there who I felt a bit sorry for - as so many I have spoken to before her, clearly she just had a script, and probably couldn't understand me any more than I could understand her.
I have been told that to cancel now, I would need to pay £74.82 to get out of my broadband contract, £49 to get out of my phone line and a whopping £199 to get out of my BT Vision.
Now, i'm OK with the broadband and phoneline...but £199 for a tv service I pay £4 per month for?? I am confused. So, I asked her if i would be able to cancel my broadband and phoneline, but keep my BT Vision, thus levying the £199 charge. She said yes. I asked her to clarify and repeat this and she did.
Long story, I know (sorry, BT makes me rant) but is this the case? I thought you needed bt internet in order to get bt vision, so how can one exist without the other? If i did this, would it mean that I would be paying my normal vision costs per month till April without recevining a service? (I would be happy to do this if it avoids the £199 charge).
You might be thinking, why not just transfer your contract to your new property, bite the bullet and see it out? But BT have quoted me £120 to install a new phone line in our new flat. I am not having that.
Help! I just want to have a clear idea of my best options so i can make one swift phonecall armed with knowledge of what i can do, rather than being transferred and never really understanding anything at all.

I haven't check the new speed (do i have to phone them to do this?) but I am moving from literally the centre of a city (where you would have thought my speed would have been OK, right?!) to the outskirts... The predicted speed for my existing property was wildly innacurate, so not sure I would trust it anyway!
The only way I have checked charges to transfer BT services is online - i went through the process and it said total cost would be £120 to install a new phoneline...is this openreaches charge? I understand they have to charge it, my issue is that I really don't want a new contract with BT...if I transferred services would I have to pay the £120 plus increase my contract by another 12 months? Sorry if i'm confusing you I am most confused myself!!
When you say 'if the speed is not good enough for BT Vision at your new house, you should be able to cancel it without penalty' how is this the case? I wanted to cancel my services originally because the speed / bt vision was so bad but they wouldn't let me without incurring early termination charges?
Thank you so much for your help.

25 days and counting, a disgrace!

Hi everyone, let me share with you a little timeline.
Day 1, April 14th, our broadband and phoneline suddenly stop working. I hear from a neighbour that his is down too, so we both call it in. Will be sorted in 3 days we're told.
Day 3, April 16th, I receive a voicemail on my mobile from a BT engineer who says he's sourced the problem to the nearest village but will need to submit paperwork to the council to allow for temporary traffic lights in order to access a manhole cover. Bt.com/faults shows repair date of April 20th (day 7)
Day 8, April 21st, no news. My neighbour notices a section of phoneline that has suffered fire damage! This section of cable runs along the ground and has had it's outer casing melted through when someone was burning away some overgrowth. Reported to BT faults. Bt.com/faults still says April 20th.
Day 12, April 25th. Engineer shows up. Has been told nothing about damaged cable OR manhole cover, goes to investigate, finds cable, reports back that there is a problem in the village and someone will need to go down the manhole, he's not that someone. Bt.com/faults still says April 20th.
Day 20, May 3rd. Still no news so I call again. Told I'll get a call on Tuesday, day 22. Bt.com/faults still says April 20th.
Day 22, May 5th. BT call, say it will be fixed that day, they will monitor the line for a few days and call back on May 8th, day 25. Bt.com/faults still says April 20th.
Day 25, May 8th. Still nothing. Openreach van spotted in village but engineer is laying new fibre cables, nothing to do with our problem which he knows nothing about. I call again just to be told I'll be getting called back tomorrow. In the meantime, BT have sent me their bill for the month!
4 rural houses are affected, two of them with elderly couples and two with self employed occupants. 25 days is ridiculous, the compensation better be good.
A couple of days with no internet is liberating, a few more is difficult, 25 is a joke! What's the record?

Hi JohnSound,
Thanks for posting and welcome back!
Sorry that your services have developed a fault and for the length of time it's taking to sort out. I can pick this up and keep you updated until you're back up and running again.
Click on my username and under the "about me" section of my profile you'll see the link to get in touch with us.
Cheers,
Robbie
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 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 :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

ERROR MESSAGE C03 BT Vision

I am having no luck in resolving the problems I am having with BT Vision. Endless phonecalls and emails later and knowone seems to be able to help. I recently ordered a phoneline/broadband/vision package from BT. My activation date was 6th June. My broadband and phoneline are working fine....but when i try to install BT vision I get the C03 error message.
When i look at my account online and track my order i get th following info (the red text seem to be error messages)
Your order summary There is an issue to the Provision or Completion of your order, please see below for the details.
Status: In Progress Reference number:
Order placed on: Thu 19 May 2011
TV - BT Vision value pack offer 0910 A
Your equipment delivery
Equmlipment deliveryMon 06 Jun
Dispatched
Track This Item
Equipment ordered: BT Vision Spare Remote Control, BT Vision Welcome Pack (Black Box), Vision+ Box Black Dispatched by Royal Mail Tracked: Delivery date: Mon 06 Jun 2011
Your activation date
Your Vision service should be working although we are awaiting for the final stage of your order to complete, if there are any problems we will contact you.
Activation DateUp to midnight
Mon 06 Jun
In Progress
Activation: Your Vision service can be activated at any time up to midnight on your activation date, if you have set-up and installed your service but seem to have trouble connecting, please try again after this time.
Product informationBT Vision value pack offer 0910 A BT Vision - PPV, BT Vision Gold Pack, BT Vision - PVR Phone number:
Record up to 80 hours of live TV
Watch, pause and rewind Freeview channels
Choice of viewing packs from Film Club, Sport, Kids and Music
TV and Replay packs included
Please note - the number(s) quoted above may be subject to change, if they do change we will contact you to confirm.
Broadband and Calls
Your equipment delivery
Equmlipment deliveryMon 06 Jun
Dispatched
Equipment ordered: BT Home Hub 3.0 Welcome Pack, BT Home Hub 3.0 Black Dispatched by Royal Mail Tracked: Tracking ref: Delivery date: Mon 06 Jun 2011 Delivery address:
Your activation date
Your Line order is in hand with a member of our team and we will keep you updated with progress. Please continue to check online for further updates
Activation DateUp to midnight
Mon 06 Jun
In Progress
Activation: Your service can be activated at any time up to midnight on your activation date. If you have trouble connecting, please try again after this time.
Order Tracking HelpBroadband - BT Total Broadband Option 1
Your activation date
There is a delay to the provision of your Broadband order which we are currently investigating with our suppliers. We will keep you informed of any progress, please keep checking online for further updates.
Activation DateUp to midnight
Mon 06 Jun
Phone line - Unlimited Weekend Plan
Your Phone line service will cease on Fri 20 May 2011Your activation date
Activation DateUp to midnight
Fri 20 May
Complete
Activation: Your service can be activated at any time up to midnight on your activation date. If you have trouble connecting, please try again after this time.
Order Tracking Help
CAN SOMEONE PLEASE HELP or guide me in the right direction.

It's a mare, I had the same issue when ordering BB/Phone/BT Vision for my ex wife, in the end it took 4 weeks for them to get the Vision box to me (they kept on NOT processing the order correctly each week) and when it eventually came, I got the CO3 error, NOBODY at BT India could assist, tried all the normal checks etc, kept telling me to wait 24 hours and 'it will be ok sir I assure you', it never was, in the end I read on a forum that they need to add the 'quality of service' to the order, whatever this is? I called again and suggested this and hey presto, it then worked!!!! This has happened to me twice now, why aren't they automatically doing this process? I need to order this all again now for my new apartment, going to tell them to do this, bet they don't even know what it is on the sales team!!

Broadband speed after phoneline fault fixed.

How long does it take for broadband to get back up to speed after a phoneline fault has been resolved?
Our phone fault has just been fixed after being out for more than a week. The broadband remained connected but cripplingly slow. Now the phone is back the bb is slightly better but nothing like it's old speed.
I appreciate that it may take a while but any idea how long?
Thanks.

please can you post the adsl stats from your router you may need to 'show detail' to get all stats (if hub enter 192.168.1.254 in your browser and navigate to adsl or 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).
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.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Re: Phoneline (and Broadband) unusable for 3 weeks...

My Broadband and phone line have not worked properly since 10th Feb Numerous phone calls and 2 engineer visits later and still unresolved. Helpline useless promise to ring back within certain time then don't just feel I am going round in circles and BT charging me £64 a month and have not had service for 3weeks now.

On 10th February phone line stopped working(broadband was fine). Engineer came out on12th established fault was in exchange box. I received text later that day saying phone line was fixed but broadband faulty and it had been reported. Numerous calls have been made to helpline since - promises to ring me back within a certain time period have not been met. I work full time and am not allowed to have my mobile with me so have had difficulty communicating with helpline. Finally another engineer came out on 25th February said fault was in exchange box he was unable to put right and could only give me a phone line or broadband not both. I settled for broadband and was told the problem would be resolved within a short time. It has not been resolved I am still without phone line and when I ring helpline they seem to not be able to understand what has happened. This afternoon I rang helpline at 3.10pm and was told a manager would ring me back within 2hours no one rang me back. I am very unhappy with the whole situation .

VERY slow broadband speeds (0.76mbps) Phoneline?

VERY slow broadband speeds (0.76mbps)
Options
on 28-10-2012 12h38
ROUTER STATISTICS
System Up Time: 0:08:24
Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up TimeWANLANWLAN
MER
2351
2177
0
136
104
0:00:56
324
0
0
0
0
0:08:24
6762
6743
0
164
132
0:07:57
ADSL Link Downstream UpstreamConnection SpeedLine AttenuationNoise Margin
766 kbps
414 kbps
48.5 db
27.1 db
15.7 db
16.3 db
I'm with Sky, and have had very slow broadband for a while now. Above are the statistics from the test socket. Sky seem to think there is a problem with the line. I've now plugged the router into the main socket.
Any help would be appreciated.
**EDIT** My phone line is with BT, my broadband is with Sky. The problem Sky says is with the phone line it seems.

Hi Joe,
Try sticking your telephone number into this line tester page and let us know if it finds a fault. If it comes back clear, you'll need to go back to Sky as there'll be no issues with your telephone line. If it comes back with a line fault, we can get it progressed towards a fix
Dean
BTCare Community Mod
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’.

Cancel Broadband but keep my phoneline

I apologise in advance if this seems a stupid question but please bear with me.
I recently moved house and had to start a new contract (new exchange area), in very rural Wales, I have since discovered that I am at the end of a very long and much repaired line (it took two weeks to connect me) and my broadband speed is rubbish, always will be rubbish, never to improve!! I'm talking 1.5 down, 0.5 up here so when I say rubbish I really mean it.
I have since discovered an alternative source of rural BB that I will not mention which can supply me what I need and my question is, is it possible to cancel my new broadband and keep my telephone line without penalty and if so how do I go about doing it.

You will be able to cancel your broadband but not without penalty unless BT are in someway in breach of their contract such as not delivering the speeds that they said they would.
If the company that you are wanting to move to uses the same infrastructure as BT, which if they are using your phone line they will be, you will probably have the same issues with your line/speeds.
See link for cancellation fees
http://www.productsandservices.bt.com/consumer/terms/contracts-early-termination.html

Broadband failed and no-one in BT knows why or how...

Hi,
Basically as psrt of my job one of my benefits is free broadband.
I've recently moved into a new property and ordered a phone line to get this setup on.
I then proceeded to order the Broadband via the weblink provided by my company.
I was to be connected on the 5th of November and have been stuck on "in progress" since, no-one from BT contacted me, I had to chase on every occasion.
First few times I was told I'd be called back, which did not happen.
I then got word that it had failed, no reason why but i was promised a call back to set it up again, this of course did not happen.
I contacted again and finally got a CS rep that advised me that this is setup automatically and they do not have any ability to deal with this!?
I'm also paying for a BT phoneline I do not use other than to get broadband... broadband which I do not have.
Anyways, I'm tired of going around in circles over this and would very much appreciate it if someone could direct me to anyone that can help get this sorted for me.
thanks.
Kris.

Hi
I am sorry to see you are having problems
I suggest you contact the forum mods they should be able to get this 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 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress
They are a UK based BT specialist team who have a good record at getting problems solved
This is a customer to customer self help forum the only BT presence here are the forum moderators
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

Flashing Orange Broadband light for days at a time...

Hi Guys,
Been having a problem with broadband connection for past couple of months.Seems to be fine for a few days and then orange light starts flashing on hub.Usually turns blue again within a couple of hours but sometimes is out for several days.I have a very long 9km phoneline and the speed is only 0.5Mb at best but it has been consistent for 4 years.I'm worried that maybe the line has deteriorated a little more and thats the reason for the drop outs. The hub is currently connected in the test socket with all upstairs phone extensions disconnected.I've have 2 hubs and have tried both with different filters and get the same problem so i think it must be a line issue.Any help and advice would be appreciated.
Currently writing this via a mobile broadband connection because the hub as been out for 2 days.

The issue for me isn't the speed although it is snail speed by todays standards.The range of speeds i usually get is between 0.25 and 0.5 Mbps,it's always faster in cooler weather in the winter and seems to slow during periods of hot weather.Maybe the line expands a little when it's warmer,i'm not sure.The 288Kbps is normal for my connection.I've noticed that sometimes just before the connection drops,the downstream noise margin drops to around 1db which then drops out the connection.
It's been connected for around 4 hours now and stats seem pretty stable.
ADSL Line Status
Connection information
Line state:
Connected
Connection time:
0 day, 03:57:41
Downstream:
288 Kbps
Upstream:
352 Kbps
ADSL settings
VPI/VCI:
0/38
Type:
PPPoA
Modulation:
G.992.1 Annex A
Latency type:
Interleaved
Noise margin (Down/Up):
6.8 dB / 6.0 dB
Line attenuation (Down/Up):
63.5 dB / 31.5 dB
Output power (Down/Up):
13.9 dBm / 12.3 dBm
FEC Events (Down/Up):
2950 / 53
CRC Events (Down/Up):
2 / 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):
3 / 1
Error Seconds (Local/Remote):
0 / 0

No Broadband or phoneline

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