Re: broadband and landline

Help please. I reported a fault on 30th April. Neighbour's builder has cut through our cable. BT customer service said repair to be fixed by end of: 5th, 7th, 12th, 16th May. We no longer believe anything they say. Customer service is appalling. How do we contact Open Reach, or someone in the UK to get some priority on this? We have neither phone line nor internet.

I moved your post to start your own thread to save it getting confused with the originator of previous thread
is there anything here https://www2.bt.com/btPortal/application?origin=ftpd_hub_page.jsp&event=bea.portal.framework.interna...
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Slow Broadband and Landline Not Working

I recently moved into a new property (last November) and although the connection is often intermittant, the speed was great and way above what I was expecting (up to 18Mbps down).
We had some torrentially bad weather recently, and our line speed has dropped down to around 2Mbps down, and along with that our landline has stopped working. I get no dial tone, even plugged into the test socket (tried with and without the ADSL filter), when I call the landline from my mobile it rings and rings on my mobile, but no sound from the landline. Could this be related to the weather, or am I making a connection where there may be none?
Also does the fact I don't get a dial tone in the test socket mean it is likely a problem with the line outside of the property? And could whatever is causing the loss of landline also cause the drop in broadband speed? I have contacted BT a few times, the first time they suggested new ASDL filters, which I've attached with no luck, and they've now told me they'll send out engineers (at some point).
ADSL line status and connection information below in case anyone can spot anything out of the ordinary. If there is anything else I can provide to help just let me know!
ADSL Line Status
Connection Information
Line state:
Connected
Connection time:
0 days, 00:31:28
Downstream:
2.602 Mbps
Upstream:
265.6 Kbps
ADSL Settings
VPI/VCI:
0/38
Type:
PPPoA
Modulation:
G.992.5 Annex A
Latency type:
Interleaved
Noise margin (Down/Up):
6.0 dB / 5.1 dB
Line attenuation (Down/Up):
45.6 dB / 48.7 dB
Output power (Down/Up):
20.0 dBm / 12.1 dBm
FEC Events (Down/Up):
7098 / 3
CRC Events (Down/Up):
2 / 32
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):
36 / 7
Error Seconds (Local/Remote):
2 / 0

broadband can work with only 1 of the 2 wires conected but usually very slowly - just like yours
your attenuation up is greater than the down attenuation whereas normal is about half the down attenuation and with your current down attenuation you will never get 18mb more like 8mb
need to report fault asap or use the link
phone faults
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Broadband and landline

Hello am new here and will try to tell you my problem, i joined BT broadband in march but it has not been a smooth transition! If i use my PC and my hubby uses the the phone my computer connection disconnects and i cannot sort it, very difficult to get response from B T? and the speed promised is worse than EE

crystal_jolly76 wrote:
Hi yes i do have filters on my phone supplied by BT, when i go on the phone and my hubby is on the Computer the hub goes orange???
Have you tried connecting to the test socket with a new filter both hub and phone ans see if hub drops connection on receiving and/or making a call.
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I want to cancel my broadband and pay off my debt.

Recently I was shocked to discover that my direct debit had been altered to £73.50 a month! I was informed, upon contacting your billing people, that this was due to a number of phone calls I had made. I have since discovered that the internet phone which was provided with the Option 3 Broadband package is no longer being produced and, therefore, my free evening and weekend calls no longer apply. No warning was given or any information about this passed to me! I have been informed that the onus was on ME to find this out! I entered a contract and the terms of that contract were made clear to me and that contract has been broken as far as I am concerned.
Ever since I made the terrible mistake of signing up for BT Broadband, I have been treated appallingly and it is my wish to cancel my Broadband and no longer have anything to do with British Telecom or its services. From day one my speeds were absolutely ridiculously slow and I had to go through the indignity of calling an Indian call centre who's staff would give the constant run around with the usual "Switch it on and off again" stupidity. We are talking speeds of less than 1meg which was not what I was paying for. I was even, on a few occasions where I said there was something wrong with the line, called a liar and had the phone slammed down on me. Throughout this time I was charged £65 a month which was way over the agreed amount but I accepted this as I was told this was the charge for installation.
This £65 bill went on for longer than I care to remember (And certainly much longer than was necessary to pay off the installation charge!) so I contacted one of your staff who agreed that I was paying way more than I should have been and so the charge was reduced to £40 a month. I was told that it would always be £40 a month and was assured that that was set in stone and would not change. Once again your staff have lied to me.
I spoke to one of your staff recently, after they had contacted me enquiring about my cancellation of the direct debit (I had no choice as we have no income and are awaiting news on benefits and have a chronically ill baby son so any money we do manage to scrape together goes on train fairs to Great Ormond Street for his treatment. I also have a chronic kidney condition which is potentially fatal and have had to give up on my own medical treatment, essentially condemning myself to death, as I can no longer afford to get to my own appointments. I include this information to illustrate just how terrible our financial situation has become.) explaining that I wished to cancel my BT Broadband and phone package as I am moving home and simply cannot afford to have a landline and internet package anymore. I was advised that I should wait until I had further information on my move, as the moving in date had not been set yet, and call again where I would be able to cancel my package and come to an arrangement to pay off my debt (Which would be around the £140 mark - your staff are unable to give me a fixed sum as of yet) in instalments.
I called today to cancel my package on the date of 24th May 2012 (Our moving date) and arrange said instalment plan only to be told that I am unable to come to an arrangement to pay the debt if I dare to leave British Telecom and that they will have no option but to contact a debt collection agency to claim the amount in full unless I renew my contract(!). It is my understanding that, as I am not in contract with BT anymore, I can cancel my broadband package any time I please and it is also my right to arrange a payment plan without being bullied and cajoled into staying as a BT customer when I have absolutely no desire to do business with this company EVER again.

Hi I suggest you contact the forum mods they should be able to get your 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 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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Merging Broadband and Phone Accounts

New to the Forum. I hope someone can advise.
I have old BT Yahoo Broadband and am currently paying around £26.00 per month for the privilege. I spoke to BT about getting a better deal early last year and was placed on a less expensive contract, but when I checked my bill in August, I found the charge had reverted to the higher amount again.
On 19 August, I phoned BT and asked to be placed on their £16 per month unlimited Broadband package. I was told that this would take between 9 and 14 working days. In order for this to be done however, I first must have my Broadband account merged with the account the phone line I use for Broadband is on, as they are separate (‘unaligned’).
Yesterday, 17 working days later, I phoned and spoke to a helpful lady who, after speaking to her manager, contacted the appropriate department and arranged for the merger to be done (although I don’t know why this could not have been done sooner). She advised me this could take up to 24 hours. The she would get me put on to the new package.
24 hours later this merger had still not taken place, so I phoned BT and spoke to another adviser who confirmed that the merger request was still open, but that I would (obviously) have to wait a little longer. She said that as these account mergers were handled ‘offline’, there was nothing she could do to escalate it for me. She has promised to phone me back on Sunday (but if it’s out of her hands, I don’t know what she will be able to do if the merger hasn’t taken place).
Browsing the Internet (including this forum), I’ve been reading horror stories of people waiting weeks to have accounts merged – over 3 months in one case! So I haven’t really much to complain about yet, although nearly 4 weeks have now elapsed since my initial request on 19 August. I’m not looking forward to the possibility of receiving a quarterly Broadband bill for £78.00 in November.
I know BT are very busy and maybe I’m jumping the gun a bit here, but if anyone has any advice as to what approach to take if the usual methods of phoning and emailing BT do not achieve results, it would be much appreciated.
Solved!
Go to Solution.

Hi Paulus47,
Thanks for the post and welcome to the forum. I am so sorry about the delay in sorting this out and for the lack of info you have been given. I understand what has to happen and will be happy to chase this action up.
It is true that your account has to be merged and this can take a bit of time but shouldn't be as long as you have already waited. I will need to chase this up with the relevant team to get some action taken.
Please drop me an email and include your broadband account number as well as your telephone account number and the link to this thread. You will find my contact link under the 'About me' section of my profile. Just click on my username (SeanD)
Cheers
Sean
BTCare Community Manager
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 :-)

Changing to the Unlimited Broadband and Calls Cont...

Hi,
I have been looking at the Unlimited Broadband and Calls contract, and at the moment I have broadband provided by BT and have the phoneline provided by BT, but its not on a contract. I was wondering how I would go about changing to the Unlimited Broadband and Calls contract, do I just sign up for it online, or do I have to cancel what I have now and then buy the contract?
Also, this is going to sound mad, I know, would someone have to come out to set it up?
Before I do change to the Unlimited Broadband and Calls contract, has anyone had/heard of any bad experiences with this contract?
Thanks again in advance
~Iamnoone

You might find it easier to phone the sales department.
Do not cancel your existing broadband and phone - it will only cause problems. You may even be charged a £30 cancellation fee.
There should be no reason for anyone to visit if you already have BT phone and broadband.
Play it right, and you should be able to get a new Home Hub and a significant discount on what you are currently paying, as if you were a new customer. If you don't ask, you don't get.

Order Problems - No Broadband and No Help!

I ordered a calls, broadband, and tv package at the end of December, was given an activation date of 7th January, recieved all the equipment and the phone line started. I was told there was a delay with the broaddband and was given a second date of 16th January, but nothing happened.
I've been on the phone with customer service for over three hours over the last two weeks but nobody seems to know what's going on. I keep getting transfered around. I've emailed, but had a standard response and then a ' call back', the person calling back hadn't read the email. I keep having to explain everything over and over again.
Was finally told on Monday that a 'specialist team' was looking at the issue and that they would call me in 48 hours. Still no call. I've lost faith completely and honestly don't think anybody is looking at the issue.
I'm seriously thinking of canceling the whole order and starting again with another provider but I'm not sure whether I'd be entitled to the line rental I've already paid back (I paid for the whole year in advance). I think I should be because the only reason I paid for the line was to get broadband, and BT haven't provided me with the broadband.
Can anybody help me / provide advice? I'd be very grateful.
Regards,
Geraint

Hi gor0,
Thanks for your post and I'm really sorry to read about the delay in getting your broadband activated. Please use the 'contact the mods' link in my forum profile under the 'about me' section to send in your details and we'll be happy to help you. You can find the link by clicking on my username.
Thanks
Neil
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 but 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’.

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........

BT Broadband and Itunes

Seems a problem has cropped its head this weekend, quite a few iphone owners on BTBB are unable to login to there store to update/download apps/music etc.
I initially thought it was Apple/Itunes etc, but most, if not all, who are having problems, are BT customers, indeed, i have taken my iphone off wireless, and just let it hook to 02 data, and its updating.
Can BT have a look at this please?

Same problem for me. I set up a new computer on 16th Oct with Windows 7 and iTunes 10, transferred my files across from my old laptop and tried to pleay some of my purchases. Some play but the older ones don't, and ask me to authorise my computer. When I try to do this my connection to the iTunes store times out. Went back to my old computer. It can play all my purchases, but when I tried to contact the iTunes store to deauthorise it the connection timed out. Have e-mailed Apple and had a response saying that I may have exceeded the number of allowable accounts (5) due to updates on my PCs (I only have 2) so they have deauthorised all my computers and I should try and authorse them again. I tried last night and still the same problem - connection to iTunes store times out. I ran the iTunes diagnostic and it says iTunes is not enabled in the Windows firewall on my new PC. I've checked, and it is (I have McAfee which takes control of Windows Firewall). I have even turned the frewall off and tried connecting, but still the same problem - connection timed out. I can access all other Internet sites no problem.
Looking at the discussion rooms on Apple, this does seem to be a BT Broadband and iTunes issue. Any ideas?

Breaking of Contract ADSL and Landline

Hi guys I am asking how much it would cost me to break a Telstra Contract of ADSL and Landline. We have been 4 months in the 200GB plan and have 20 months to go. The reason why I wish to break my contract as the speeds that supposed to be lighting fast, are so slow that I cannot even stream an online video on laptop and mobile devices, so clearly the lighting fast speed is nothing but a dishonest marketing campaign to attract customers. Also, the internet tends to drop out frequently and I have the joys of resetting the modem. Of course, I was trying to take this with Telstra customer services, but it seems that I spend more time waiting and being transferred from one department to another then talking to someone. And when I do, I get asked a million questions just to tell me that they have escalated the query, without any results. Now as I consumer, I had no idea that Telstra would not have lived to their "lighting speeds" promise before I actually used the service. Isn't that a breach of their contract with me? So why should I have to pay for their inefficiencies and dishonesty? I was with Optus and as much as I didn't like their service, the connection rarely cut out and at least I could stream online video. What to do?

Generally speaking it's $15/mth remaining on your contact. So at 20 months remaining, that's $300.
That being said, if you've gone through in-depth troubleshooting with tech support on 133933 and they still can't provide you with a working service, that would in my mind be ground to terminate without penalty.
Are you able to post results from speedtest.net here?
Do you know how to get your modem stats (Sync, Attenuation, SnR)?

HT1498 I've rented a movie but it seems to stick at the download screen. I get the message "ready to play in ...." but it doesn't get past this. I've left my broadband and apple TV on all night but this message is still there.

I've rented a movie but it seems to stick at the download screen. I get the message "ready to play in......" (time stated varies) but it doesn't get past this screen. I've left my broadband and apple TV on all night but this message is still there. Any ideas what I'm doing wrong?

Neerav
The Apple TV streams the movie you rent and loads up enough in its memory to let you watch buffer free and then forgets the movie. You get a rental for 30 days until you start to watch it then you have if for 48 hours.
The only thing you can do is play it when you want to watch it, if there is a problem when you do that contact apple or post again. The Apple TV does not download the movie so if you switch off and resume later it will need to reload but can start from where you left off.
Jules

Have problems calling mobiles and landline to and ...

Hey, I have problems calling mobiles and landline to and other contry and i have and active subscrition.can u please help me out?

Hey, I have problems calling mobiles and landline to and other contry and i have and active subscrition.can u please help me out?

Merging broadband and phone accounts in different ...

Hi, I hope someone can advise on whether it's possible to merge a BT broadband and phone account under two different names.
The broadband account is in my name, but the old phone account is in my mother's name. I would like to merge the two under my name, so that I can get a cheaper combined package.
Several years ago I phoned BT to ask about this, but was told that this would lead to us being disconnected, so I left the two accounts as they are. However, it's becoming increasingly uneconomical to have separate accounts. I hope someone can help.
Thanks in advance.

I don`t think that is possible. The only way I can see, would be to add broadband to your mother`s account, then cancel your own broadband, provided you are out of contract.
You would still have to pay a £30 disconnection fee.
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.

Broadband and phone

I just got my broadband and phone line put on today. I am getting my Internet but not my phone I have tried plugging my phone into the box at the wall and still nothing and when I have tried to get into my bt account it is saying
Your username and password have not been recognised, please try again.
But I have used my login to sign into bt yahoo so I cant under stand how my line can be working for my Internet but not my home phone line.
Can anyone help please?

Hi Sacha85,
Thanks for posting. Activation can take up to midnight for some services. I can check it for you. Drop me an email to [email protected] with your account details and a link to this thread for reference.
Ta
David
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 but 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 :-)

BT BroadBand and Calls

I ordered BT Broadband and calls on 21 October 2013. I am renting a house on a 12 month lease so I placed the order as soon as possible after moving in. I was given an activation date of 11 November. I was disappointed that it was three weeks later but, I though that I should just accept that. 11 November came and went. I recieved numberous textys and messages. An engineer would call. Make sure that you are at the property between the procsribed house for the engineer to have access. Nobody came, Nobody called. I called BT. BT have run out of the cable. Now there are wbout 6 different BT vans operating in the area and they are bursting whith cable. I have regarded this explanation with extreme scepticisim. I have tried making complaints, that does not seem to work, they say that I will be called but it rarely happens. One of the reasons I want broadband is that the mobile signal in the property is very poor, It is not possible to recieve mobile calls downstairs. I have a Vodafone Suresignal which I will plug into the proadband when/if it is installed.
I could record every single call I have made but that would achieve little.
It is always 7 days hence that the engineer will call or the service wil be activated.
what do I do to get a BT socket installed in the house? What do I do to get the services activated - BT land line and Broadband.
Today I have received messages telling me that I am now being billed for the service; I can now use broadband. Not possible as there is not BT socket in the house, just wires hanging out of the wall. I was told that my telephone has been active since 18 December, no it is not, there is not socket to plug it in to. Someone is just having a laugh at my discomfort and unhappiness. While making this message I did get a phone call from BT, I'll be contacted within 7 days. The phone call disconnect my mobile tether connection so I've had to redo most of the message.
Can you advise how I actually get a telephone line installed and activated? How I actually get a broadband service installed so I can actually use the internet and my mobile phone without having to go outside and sit on a bench outside round the corner from my house.
Very dissappointed and very Unhappy person.
Solved!
Go to Solution.

Hi MSB2013,
Welcome to the community and thanks for posting!
I'm sorry for the problems you've had getting services set up with us. I can help sort things out from here. Click on my username and under the section "about me" you'll see the link to get in touch with us.
Please include the link to this thread when you complete the form and whenever we've received your details we'll take it from there.
Thanks a million,
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’.

Re: broadband and landline

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