Phone line and routers

I moved to this house in 2006 and was with BT for phone and broadband. I had all sorts of problems and after several engineer visits and a few replacement routers, I switched to Talktalk. Since then I have had intermittent service problems, with DSL dropping in and out and sometimes losing all services. Replacement routers were again provided as the solution.
In January, after six years of an average 2.5mb connection I decided to opt for BT Infinity, BT Vision, BT phone and the free new line on offer.
I now have no DSL, my number has been changed, but at least Openreach have identified a major cable fault.
In anger I cancelled my original order, but quickly re-ordered. Now I have no idea what is happening with the new cable and the Infinity engineer is due on the 4th March.
Tonight I emailed details to a very helpful sales operator, with whom I placed my latest order. I even forwarded details to Warren Buckley, with a few positive suggestions.
My new payments were taken immediately from my bank account, but I still await promised refunds. We can reluctantly manage another week or so, without broadband, but I will let you all know how things progress!
Any useful advice, or help that can be offered will be much appreciated!
Brian

And if live chat are unable to help
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
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Similar Messages

HT1178 I have BT Infinity at home with the BT modem connected to the phone line and then to a BThub which delivers the wif signal. I have purchased an airport extreme to improve wi fi strength if how do I connect up to hub it states connect modem to WAN o

I have BT Infinity at home with the BT modem connected to the phone line and then to a BThub which delivers the wif signal. I have purchased an airport extreme to improve wi fi strength if how do I connect up to hub it states connect modem to WAN on back of Airport Extreme.
Instructions do not mention connection to BT Hub and the BT modem has only one output which you dicsonnect from Hub and connect to airport extreme leaving. Once you do this Hub has no signal.
How do I rectify
Paul

you can also set up the Airport extreme to extend the wireless by hitting the wireless tab in the airport menu then click the drop down menu to select extend
Apple's "extend" function is a proprietary setting that was designed to only work with other Apple routers.
It would be extremely unlikely that this setting would work with a BT product, or any other manufacturer's product for that matter.
But, I haven't tested this with a BT product...and I suppose anything is possible.
Still, I would be extremely surprised if this worked.
The AirPort Extreme might "join" the BT network if you try this......but the AirPort does not provide any additional wireless signal coverage when it "joins" a wireless network. In fact, it really does nothing when it "joins" a network except enable the USB port.

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.
Here is my hub stats and a bt whole sale speed test.
ADSL Line Status
Connection Information
Line state:
Connected
Connection time:
0 days, 00:36:05
Downstream:
6.75 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):
19.7 dB / 22.0 dB
Line attenuation (Down/Up):
7.0 dB / 3.0 dB
Output power (Down/Up):
13.9 dBm / 12.2 dBm
FEC Events (Down/Up):
7077 / 0
CRC Events (Down/Up):
12 / 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):
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
My dsl connection rate can get as high as 7.9 Mbps
Any advice would be helpful thank you
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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No Phone Line and Broadband Speed at 0.2 - Not hap...

Afternoon,
I ordered the phone, TV, and Broadband with an activation date of the 5th December. I then received a text message to advise that a phone line engineer will visit between 1pm-6pm, I booked half a day off work but no one got in touch.
At about 7pm I checked my phone line and the line was dead.
I then phoned through to see what was happening and the customer service kept putting me through to the wrong teams and from my mobile I was on the phone for just over an hour.
I am not happy that I had to make this phone call from my mobile when the line was meant to be sorted. After speaking to the delivery team, he advised me that an engineer did come but didn't need to come into the property and the phone line should be working.
NO communication about this on the day and after checking this with the engineer he advise he would raise a fault after we went through some tests.
we are now Tuesday the 11th and I have not heard back.
I assume from the fault on the line I am only getting 0.2 download speed on my Internet and the broadband line keep disconnecting and reconnecting again.
As mentioned before being a new BT customer my experience has not been very good at the moment and I hope you can put this right.

The link on my signature, is just a collection of my own help pages, the links below come directly from BT, so you should be able to use them.
You should be able to run a test on your line from this link from the BT website.
Reporting Phone Faults
It does sound like there is one wire disconnected somewhere, as broadband will just about work under those conditions.
It would be best to do a couple of checks yourself, using this BT link, to make sure the problem is not within your own wiring.
Fixing phone faults
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.

Out of contract for phone line and broadband

Hello all!
After receiving a really rather large quarterly bill i thought i would see how much time we had left on the phone line and broadband contracts. Quite astounded to find that BB finished in August last year and phone line in October. I thought we were all in contracts of some sort or another?
In this position then, might i be able to negotiate some sort of deal on a new contract?
Thanks in anticipation,
Kim x
Solved!
Go to Solution.

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
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Phone line and Internet cut off overnight

Please can this be looked into immediately.
Our phone line and internet have both been cut off at 03:00am this morning,
I obviously cannot phone you guys to sort this so posting on here is my only resort.
The hub is still showing a blue light and the phone says 'check phone line'
But neither are actually working,
I need ASAP with this.

Welcome to this forum.
This is a customer to customer forum only,
This is where customers help each other get the most out of BT products & services.
Anything you post here does not go to BT. Although the forum is moderated by BT, not all posts are read.
If you need direct help from BT or have an urgent problem please use this linkContact Us.
This is a public forum which can be viewed worldwide, so please do not post any personal information, especially phone numbers, account numbers, fault numbers, address information or email addresses, as this could be used to impersonate you.
Thanks
You can ring 0800 800 150 to report faults.
Also visit https://www.bt.com/consumerFaultTracking/public/faults/tracking.do?pageId=31
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.

Chronic interference on phone line and broadband drifting in and out

hi, could I speak to an advisor please. We have chronic interference on our phone line and our internet keeps drifting in and out, it has been like this since Tuesday. I have done all the necessary checks including unplugging all the equipment and plugging a corded telephone into the test socket and it is still the same with the corded phone plugged into the test socket, so I'm guessing there is a fault on the line. I need sky to do a line check for me.

chellechllb wrote:
hi, could I speak to an advisor please.
Yes. Give Sky a call.
Sky won't respond here, or elsewhere, to your post as this is a customer to customer forum.

Constant buzz on phone line and broadband disconne...

Where our BT phone line enters our house is under a very damp upstairs window. Every couple of years for the 20 years we have lived at the property, we have to report a fault and an engineer would come and replace the damp parts in the little connection box. Over recent times we have been charged the fee for this. The master socket is further down the cable at the bottom of the stairs and is usually OK.
Can we change where the phone line enters the house? The phone line is useless for phonecalls and is affecting our broadband speed and connectivity. The only other option is to scrap the line rental and get mobile broadband or one that doesn't require a phone line. Why do the engineers never fix the problem long term? We want to change to fibre optic, but the phone line will cause the same problems with this. If we cancelled the phone line and then ordered a new bundle, would we actually get a new phone line into the house, or would they simply reconnect the old, damp one?
Thanks for your help
Solved!
Go to Solution.

As this is a repeat fault, then some special help may be worthwhile to finally fix the issue.
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.
Please do not send them a personal message, as they may not be on duty for a long time, and your message will not be tracked properly.
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.

Migrating phone line and broadband from BE to BT i...

Hi everyone, i ordered BT infinity 2 online on Friday , order went through with out any issues got the date for engineer visit on 14th of JUNE but since that my order is pending and i don't know the reason why and my account hasn't been created as well.
My phone line and broadband currently both with BE unlimited and somebody from BT told me that if i am migrating phone line from another provider then i can't order BT infinity 2 straight away, first i have to transfer my phone line over to BT and then i can order BT infinity 2. Can any body tell me if this is true.
I had excellent experience with BE unlimited for last 5 years and hoping that it carries on with BT as well but things so far not looking promising because i can't get straight answer from BT reps.
Any help in this matter will be much appreciated in advance.

OK i have update regarding my order, i spoke to BT rep today and she told me the reason my order is till pending because first i have to transfer my phone line over to BT then i can order BT infinity 2. The date they give me for my phone line to switch over to BT is 15th of June and once that completed then some one from BT infinity 2 Team will contact me and arrange a date for BT engineer.
So any one thinking about moving to BT infinity 2 in near future and currently they have their phone line and broadband both with different company then they should move their phone line to BT straight away and once phone line is moved over to BT then they can order BT infinity 2 with out any problems.
I hope this will help lot of other people who are in similar situation.

Crackled phone line and incredibly slow BB connect...

Hi
Im having serious issues with my phone line and BB connection. It has been ongoing for some time, roughly 6-8 weeks. The line becomes crackly with noise becoming so bad at times, you cannot hear the other person on the phone. This usually occurs in bad weather.
The BB line however turns on and off frequently, especially at night time. When it is connected the line is very slow and it takes forever to load anything.
Here is some info on our line.
Line state
Connected
Connection time
0 days, 1:44:14
Downstream
320 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)
19.1 dB / 20.0 dB
Line attenuation (Down/Up)
50.0 dB / 29.5 dB
Output power (Down/Up)
14.9 dBm / 12.1 dBm
Is there anything that can be done over the line or must an engineer be needed?

you need to report it to BT Faults on 151 with no mention of broadband in the call
You need to check that the noise is at the test socket to avoid any possible charges
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No phone line and often intermittent broadband!

My home phoneline seems to have issues every time the wind blows or we had a spot of rain..I have had persistent problems with both the phone-line and broadband for the past year (having been assured that if we changed to bt infinity that this would help as it was fibre-optic, we changed to BT Infinity at the end of July, but to no avail, we are still having the same problems and percievably worse than before!)
This evening the phone line has progressed from persistently crackling to not working at all, neither recieving calls nor able to make them. I am unable to do an online line check, as we reported a line fault last week over the phone ( a fault was recorded and seemingly resolved to some degree- though the weather was fair at the time) the previous case is still open so i cannot report this further fault. however the broadband ( for once) appears to be working fine.
I am at a bit of a loss as to what to do, every time we call BT we get threatened with a £99 engineer call out and told to call a local electrician (who incidentally won't touch bt wiring as we found when we asked our landlord!) am fairly certain that the fault is external due to the effect that the weather has on the connection we get (either the phone line or the internet cuts).
Has anyone got any ideas suggestions or help?
Thanks!

thanks for the advice, i was just wondering if the test socket can still be an accurrate test if the broadband wire is still plugged in on the face plate, as it appears that if you take the front of the box off there is another bit that might be able to come off too that would disconnect the internet- does this matter? also when i spoke to bt they said that if any fault was found within the bounds of my property that i could be charged- but if the fault is in the wiring connecting the house to the pylon there is no way i could have touched it so how can that be my responsibility?
can you shed any light on this?
thanks!

Different billing periods between phone line and b...

hi, can anyone tell me why my billing periods with my phone line and broadband are different ie i took out the phone and broadband package on the same day .the end of my usage date for my phone line and calls was yesterday 19th dec but my broadband usage does not finish until the 31 dec .

broadband usage is calendar monthly - check the usage monitor at BT.com
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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.

Phone line and broadband dead, tearing my hair out...

Can a mod help here please. My phone line went dead yesterday, just as my neighbour had a fault fixed. This is not the first time this has happened. Spoke to 3 different people in India on 3 separate occasions last night, but unable to get any sense out of them. One promised to call back but never did. Another insisted on changing my BT Internet password for some reason. Completely and utterly useless. I eventually spoke to someone who described himself as a senior supervisor who promised to look into the matter of speeding up an engineers visit (been told Tuesday which is just redicuous) and said he would call immediately after he arrived for work at 11.00 am UK time. Still waiting!

'An update to my previous message. Just as I pressed post, the promised call came through. They are trying to contact the local exchange, so at least something seems to be happening.'
Mate, I used to work in the Call Centre for BT (Repair) then out in the field as an Engineer for some time.
What they told you is basically **bleep**, they're fobbing you off. For a start the majority of Exchanges aren't manned. Engineers just come/go when they need to run a frames jumper or change/alter the switching.
Even then the exchanges that are manned are certainly not by anyone who can prioritise your fault repair.

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.
I have tried disconnecting everything from the HomeHub, restarting it, checking all connections etc. I would like to speak to a human being but couldn't find any numbers.
Could anyone, of a human kind, please give me some advice?

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
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Phone line and routers

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