Slow BB speeds. Call centre 0 help

Hi Guys,
Hoping someone can help me out with some issues that I'm having. Starting early Friday morning (5/6/15) had seriously slow internet connection speeds. Rang up BT customer services who "performed some checks" and told me to monitor the connection over the next 24 hours. Couldn't get hold of them yesterday when the connection was still poor so I rang today. Again same checks were done and a magic "channel" was changed that should fix my issues. It hasn't. Ive dealt with BT customer services a few times in the past and always been completely disatisfied with the level of support they actually give. So can any one help me work out what happened on Friday that might have seen my internet become pretty useless?
ADSL Line Status
Connection Information
Line state:
Connected
Connection time:
2 days, 03:54:43
Downstream:
7.938 Mbps
Upstream:
448 Kbps
ADSL Settings
VPI/VCI:
0/38
Type:
PPPoA
Modulation:
G.992.1 Annex A
Latency type:
Fast
Noise margin (Down/Up):
10.9 dB / 29.0 dB
Line attenuation (Down/Up):
12.9 dB / 6.5 dB
Output power (Down/Up):
17.9 dBm / 11.9 dBm
FEC Events (Down/Up):
0 / 0
CRC Events (Down/Up):
4 / 2
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):
3 / 0
Error Seconds (Local/Remote):
3 / 2
[img]http://i.imgur.com/Xh1vr9F.jpg[/img]
I hope the information given is enough. Im an IT guy myself so any bits of info shouldnt be too hard to get hold of.
Cheers

Hi Welcome to the community forums
Here is a basic guide to getting help from the community members done by CL Keith Please read through the link posted http://forumhelp.dyndns.info/speed/first_steps.html
once you have posted the information asked for then the community members can help you more
if using a hub 4 locate these lines located in the hub logs
Lines should look like this
19:11:29, 07 Nov. (2290101.460000) DSL noise margin: 7.00 dB upstream, 6.10 dB downstream
19:11:29, 07 Nov. (2290101.390000) DSL line rate: 448 Kbps upstream, 288 Kbps downstream
Thank You
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’

Similar Messages

Call Centre no help at all!

Can somebody please help me! I have spent approx 5 hrs on the phone to BT in the last few days and am getting so frustrated at going around in the same circles.
I dont know if its a line fault, broadband issue or Vision issue and the Call Centre arent helping at all. Initially my BT Vision was playing up, programmes freezing and jumping. Then we noticed that the landline had no dial tone. I never use my landline so hadnt noticed but my mother mentioned she tried to call me a few times over the last week and although I was home my phone hadnt rung.
Yesterday BT called me to say that the phoneline is now fixed and all the other issues should now be sorted. However they are not. My telephone now works, but my BT Vision is still jumping and my broadband is very slow. I am told I should be getting speeds of 15mb however tests show I am getting 2.4mb
I have patiently done as the operators have asked me, turning off the hub, vision box etc a million times (only a slight exaggeration) and plugging my phoneline into the test box etc etc.
I have just got off the phone again to customer services, the operator wanted me to go through all the same things again, line tests, wired connection, turn the box on and off etc etc however I asked him to check my call logs to see we have done all of this many times and not got anywhere so we now need another solution. He tried to insist we need to do these tests again, so I asked to speak to a supervisor, he told me a supervisor would say the same and I asked to be put through anyway.... and he hung up on me!
Now enough is really enough! As I am clearly getting no where by calling the call centre, what can I do? I hope someone can help!

ADSL Line Status
Connection Information
Line state:
Connectedppp0_0
Connection time:
0 days, 00:09:17
Downstream:
14.97 Mbps
Upstream:
1.109 Mbps
ADSL Settings
VPI/VCI:
0/38
Type:
PPPoA
Modulation:
G.992.5 Annex A
Latency type:
Interleaved
Noise margin (Down/Up):
3.6 dB / 6.0 dB
Line attenuation (Down/Up):
22.6 dB / 14.3 dB
Output power (Down/Up):
19.8 dBm / 12.4 dBm
FEC Events (Down/Up):
6520080 / 0
CRC Events (Down/Up):
26538 / 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):
72873 / 0
Error Seconds (Local/Remote):
9502 / 4

Call centre unwilling to help with faulty BT HH5.

I have had BT Infinity2 since activation in July. The HH5 has worked fine, except in one respect, the 5Ghz wireless band. I only connect to the Internet wirelessly with an iPad air and a desktop computer and a Sky Wireless Connector to the Sky box at the other end of the house. The latter two devices which are currently only wifi G devices unsurprisingly only connect on the 2.4Ghz band. The iPad Air usually connects on the 5Ghz band. Unsurprisingly the iPad air connects at the fastest rate. The HH5 almost never drops a connection and has since the beginning synched at about the same rate, between 72000 and 74000 down and 21000 to 22000 up. The fault manifested itself within the first few weeks of service. A hard reset restored normal service. Only in the last few days has the fault returned, which can be rectified with a hard reset, except that now it has to be done every couple of days as the fault keeps returning. I first noticed it because instead of getting between 66-68 meg down and between 18-19 up using the Ookla Speed Test app, now I only got between 1-5 down and between 5-7 up. The router Stats were still the same as they always were. I then accidentally discovered this only appeared to manifest on the 5Ghz band, as when I took the iPad too far from the HH5 and the connection defaulted to the 2.4Ghz band, the speedtest produced much faster results, although unsurprisingly not as good as on the 5Ghz band band. The much slower speeds on the other 2.4Ghz devices downstairs were unaffected. I explained this to the call centre representative which brought the repeated response that nothing could be done unless I was able to connect an Ethernet cable to the modem to run a BT speed test. I said that this would be nigh on impossible as the heavy desktop computer is at the other end of the house, and would be very difficult to move. I also doubt that there would be a problem with the Ethernet connection, as there isn't one with the 2.4Ghz wireless connection. He said that without this, he wouldn't be able to proceed and that was that! Am I now effectively stuck with a faulty HH5 simply because I'm unable to connect an ethernet cable to run a BT Speedtest, even though the fault isn't with synch or throughput speeds on anything other than the 5Ghz band? Given that this fault seems to be quite specific, surely I'm not now going to be stuck hard resetting the HH5 every couple of days!

You may be able to configure your wireless card properties to be more aggressive, prioritise bandwidth, prioritise 5GHz, tolerate 20/40, etc
If you found this post helpful, please click on the star on the left
If not, I'll try again

Slow Broadband Slow Call centre Slow Everything......

Where to begin..Like many people I use my mobile more than my landline for making calls.
So, when my landline was making a terrible noise it was not the end of the world. Then Broadband went a bit Pete Tong on me acting slow..No probs just explain to BT the prob and all should be fine (Simples)..
Day 1.. Engineer repairs Telephone line...Even thou I mentioned Broadband slow not put right.
Day 2 Ring BT to explain nice phone line no Broadband (almost 1 hour on the phone to call centre)
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          Everything points to a prob from line to hub.
          So a new filter was dispatched
4 Days later filter turns up
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What I should make clear this is over 5 weeks now. I am paying for a service I cant get..
By now 5/10/13 I decided to tackle the prob head on and get my own Engineer from check a trade. (i paid for this service)..A former BT man arrived at my house and did the relevant tests and discovered that my IP PROFILE is set to 0.14mbps.. He was dumb founded to here of my plight...Well, I have passed on this information to BT and lets hope it gets sorted....Needless to say Im not happy with BT

Hi stu61,
Sorry to hear that your having issues with your BT Retail services.
You will either be on the ADSLMax (upto 8mbps) service or if your exchange has been BTw 21cn upgraded you maybe on the ADSL2/2+ (upto 12/20mbps) service depending on your line quality and length.
However these upto speeds may not be the speeds you will get as ADSL broadband connections are very dependent on the distance from your property to the exchange and the quality of your line. The further away you are from your local exchange the slower your broadband speed will be.
To enable the community to help you please see the advice below:
Please see Keith's help guide here: Helping forum members to help you, it will go through some checks that are needed for us to help you.
A summary of the checks are:
1a) Is your router/Homehub connected by a BT NTE5 master socket, Adsl Filtered Master Socket or Extension Socket? Please bear in mind that extension cables and extension sockets can reduce the broadband's performance. If you have an Old LJU master socket then please say.
1b) Have you tried the Test Socket? - if you have one.
2) Can you please run a BT speed test (including IP Profile) http://speedtest.btwholesale.com (not beta version)[Best done with a wired, Ethernet, connection] After Quick Test is done you need to click "Further Diagnostics" to get IP Profile.
3) is there any noise on your line. dial 17070 option2 ,called quite line test, from landline phone. should be silent but slight hum normal on cordless phone.
4) please post adsl line statistics
ADSL Line Statistic Help:
If you have a BT Home Hub like the one below...
Then:
1) Go to http://192.168.1.254 or http://bthomehub.home
2) click Settings
3) Click Advanced Settings
4) Click Broadband
5) Click Connection or sometimes called ADSL (see picture Below)
The direct Address is http://bthomehub.home/index.cgi?active_page=9116 (for bthomehub3.A firmware ending in 1.3)
or http://bthomehub.home/index.cgi?active_page=9118 (for bthomehub3.A firmware ending in 94.1.11)
You will need to copy and past all the adsl line statistics ( Including HEC, CRC and FEC errors). You may need to click " More Details"
If you have a HomeHub 4 then the majority of the ADSL Stats shown in the previous Hubs will not be there.
There are more useful links on Keith's website here: If you have an ADSL connection, please select this link
Don't have a BT Homehub/Voyager?
• http://192.168.0.1 for a netgear router and look for ADSL adsl statistics with information like noise margin and line attenuation, connection speed
• http://192.168.2.1 for a belkin router and look for ADSL adsl statistics with information like noise margin and line attenuation, Data Rate
cheers
I'm no expert, so please correct me if I'm wrong

Help : very slow connection speed with AEBS and iMac

I connect to the internet using my newly purchased AEBS. I have a MacBook and an 24" iMac ( purchased in Nov 2007). My iMac showed very slow connecting speed of <1 MB/s download; with my MacBook placed just 1 foot from my iMac, the MacBook showed an amazing download speed of 20MB/s. If i connect the iMac to the AEBS using ethernet cable, it can get a very high speed.
So, where is the problem??
I am new to wireless, please help. I use iMac more than my MacBook at home.
Actually, i did not touch the any of the advance setting of the AEBS.

You know, I am experiencing the same problem. My wife's PC and iPhone are blazing fast, but my MacBook is accessing the internet at about dial-up speeds. Very frustrating and I haven't yet found the culprit.
Anyone???

Extremely slow DSL speeds. Up speed higher than Down speed. Please help.

I just purchased the 1.1 - 3.0Mbps hi-speed DSL package.
Verizon speed test shows .17Mbps down and .536Mbps up. This is obviously curious for two reasons: 1) the incredibly slow down speed, and 2) the down speed being slower than the up speed.
Curiously, speedtest.net shows different results:
2.45Mbps down, .55Mbps up
What could this mean? Transceiver data follows.
Transceiver Revision 3.3.6.10.0.1
Vendor ID Code 4D54
Line Mode ADSL_G.dmt
Data Path FAST
DSL Speed (Kbits/Sec)
Down Stream Path 3360
Up Stream Path 864
Margin (dB)
Down Stream Path 27.1
Up Stream Path 16.0
Line Attenuation (dB)
Down Stream Path 20.1
Up Stream Path 8.0
Transmit Power (dBm)
Down Stream Path 6.8
Up Stream Path 11.9
Thanks in advance for any advice/ assistance you can offer. This is extremely frustrating.
M King
Solved!
Go to Solution.

OK. It seems as though you're suffering from what some people call "Juniperitus." If you're on a Remote DSLAM that uses Alcatel Litespan equipment (Litespan 2000 for example) along with being connected to a Juniper Networks ERX edge router, there tends to be an incompatibility between the two pieces of equipment that causes TCP connections and pretty much any other form of transfer to see artificial packet loss, which results in transmission. This results in inefficiency in every transfer, so what you're seeing is simply a result of all of this. In the past when Verizon first installed Litespan, they were using older Redback Networks edge routers, which did not create such problems. I'm on a Litespan and happen to still be on a Redback in my area (one of remaining ones still in operation in my area) and I get my max line speed with no issue. It's unfortunate that these actually perform better despite the Junipers being far better edge routers in terms of capacity.
I know someone who should be able to get this fixed for you. I'll send you a Private Message.
========
The first to bring me 1Gbps Fiber for $30/m wins!

Slow Internet speed, please help!!

Hi for the past month or so I've beeing getting really poor internet speeds, I've rang BT and they did some tests and I saw some kind of improvement for a little while, but now its gone back to being slow again. Please can anyone help or suggest how I can get the speed improved or resloved totally. I used to get 5Mbps minimum anytime of the day!!
See screens below
Thanks
George
Solved!
Go to Solution.

This the only kind of log I can find. under 'security log' it doesn't mention crc hec or error sound anywhere
Aug 27 14:08:57 (none) daemon.info udhcpd[348]: received DISCOVER
Aug 27 14:08:59 (none) daemon.info udhcpd[348]: sending ACK to 192.168.2.2
Aug 27 14:08:59 (none) daemon.info udhcpd[348]: check_conf_ip_assign s Mon Aug 27 14:08:59 2012
Aug 27 14:09:03 (none) daemon.info udhcpd[348]: check_conf_ip_assign d Mon Aug 27 14:09:03 2012
Aug 27 14:09:03 (none) daemon.info udhcpd[348]: sending OFFER of 192.168.2.41
Aug 27 14:09:03 (none) daemon.info udhcpd[348]: received REQUEST
Aug 27 14:09:03 (none) daemon.info udhcpd[348]: sending ACK to 192.168.2.41
Aug 27 14:09:03 (none) daemon.info udhcpd[348]: check_conf_ip_assign s Mon Aug 27 14:09:03 2012
Aug 27 14:09:03 (none) daemon.info udhcpd[348]: check_conf_ip_assign e Mon Aug 27 14:09:03 2012
Aug 27 14:09:03 (none) daemon.info udhcpd[348]: sending ACK to 192.168.2.41
Aug 27 14:09:28 (none) daemon.err nmbd[563]: [2012/08/27 14:09:28, 0] nmbd/nmbd_become_lmb.c:become_local_master_stage2(396)
Aug 27 14:09:28 (none) daemon.err nmbd[563]: *****
Aug 27 14:09:28 (none) daemon.err nmbd[563]:
Aug 27 14:09:28 (none) daemon.err nmbd[563]: Samba name server ROUTER is now a local master browser for workgroup WORKGROUP on subnet 192.168.2.1
Aug 27 14:09:28 (none) daemon.err nmbd[563]:
Aug 27 14:09:28 (none) daemon.err nmbd[563]: *****
Aug 27 14:09:28 (none) daemon.err nmbd[563]: [2012/08/27 14:09:28, 0] nmbd/nmbd_become_lmb.c:become_local_master_stage2(396)
Aug 27 14:09:28 (none) daemon.err nmbd[563]: *****
Aug 27 14:09:28 (none) daemon.err nmbd[563]:
Aug 27 14:09:28 (none) daemon.err nmbd[563]: Samba name server ROUTER is now a local master browser for workgroup WORKGROUP on subnet 192.168.169.1
Aug 27 14:09:28 (none) daemon.err nmbd[563]:
Aug 27 14:09:28 (none) daemon.err nmbd[563]: *****
Aug 27 14:09:28 (none) daemon.err nmbd[563]: [2012/08/27 14:09:28, 0] nmbd/nmbd_become_lmb.c:become_local_master_stage2(396)
Aug 27 14:09:28 (none) daemon.err nmbd[563]: *****
Aug 27 14:09:28 (none) daemon.err nmbd[563]:
Aug 27 14:09:28 (none) daemon.err nmbd[563]: Samba name server ROUTER is now a local master browser for workgroup WORKGROUP on subnet 192.168.5.17
Aug 27 14:09:28 (none) daemon.err nmbd[563]:
Aug 27 14:09:28 (none) daemon.err nmbd[563]: *****
Aug 27 14:10:49 (none) daemon.info udhcpd[348]: received REQUEST
Aug 27 14:10:49 (none) daemon.info udhcpd[348]: received DISCOVER
Aug 27 14:10:51 (none) daemon.info udhcpd[348]: sending ACK to 192.168.2.2
Aug 27 14:10:51 (none) daemon.info udhcpd[348]: check_conf_ip_assign s Mon Aug 27 14:10:51 2012
Aug 27 14:10:52 (none) user.notice igmp[568]: igmp:IP_ADD_MEMBERSHIP Failed
Aug 27 14:10:53 (none) daemon.info udhcpd[348]: check_conf_ip_assign d Mon Aug 27 14:10:53 2012
Aug 27 14:10:53 (none) daemon.info udhcpd[348]: sending OFFER of 192.168.2.10
Aug 27 14:10:53 (none) daemon.info udhcpd[348]: received DISCOVER
Aug 27 14:10:53 (none) daemon.info udhcpd[348]: sending ACK to 192.168.2.10
Aug 27 14:10:53 (none) daemon.info udhcpd[348]: check_conf_ip_assign s Mon Aug 27 14:10:53 2012
Aug 27 14:10:53 (none) daemon.info udhcpd[348]: check_conf_ip_assign d Mon Aug 27 14:10:53 2012
Aug 27 14:10:53 (none) daemon.info udhcpd[348]: sending OFFER of 192.168.2.10
Aug 27 14:10:53 (none) daemon.info udhcpd[348]: received REQUEST
Aug 27 14:10:53 (none) daemon.info udhcpd[348]: sending ACK to 192.168.2.10
Aug 27 14:10:53 (none) daemon.info udhcpd[348]: check_conf_ip_assign s Mon Aug 27 14:10:53 2012
Aug 27 14:10:53 (none) daemon.info udhcpd[348]: check_conf_ip_assign e Mon Aug 27 14:10:53 2012
Aug 27 14:10:53 (none) daemon.info udhcpd[348]: sending ACK to 192.168.2.10
Aug 27 14:10:58 (none) daemon.info udhcpd[348]: DHCPINFORM
Aug 27 14:11:27 (none) user.notice igmp[568]: igmp:IP_ADD_MEMBERSHIP Failed
Aug 27 14:18:00 (none) daemon.info dnsmasq[338]: reading /etc/hosts
Aug 27 14:18:00 (none) daemon.info dnsmasq[338]: reading /tmp/resolv.conf
Aug 27 14:18:00 (none) daemon.info dnsmasq[338]: using nameserver 213.120.234.34
Aug 27 14:18:06 (none) daemon.notice pppd[566]: PPPoE disconnected
Aug 27 14:18:06 (none) daemon.info pppd[566]: Exit.
Aug 27 14:18:06 (none) daemon.info pppd[566]: Exit.
Aug 27 14:18:13 (none) daemon.info wanstatus[607]: Internet Status: Not Connected
Aug 27 14:18:13 (none) daemon.notice pppd[4900]: PPPoE 2.4.1 started by root, uid 0
Aug 27 14:18:58 (none) daemon.info dnsmasq[338]: reading /etc/hosts
Aug 27 14:18:58 (none) daemon.info dnsmasq[338]: reading /tmp/resolv.conf
Aug 27 14:18:58 (none) daemon.info dnsmasq[338]: using nameserver 213.120.234.62
Aug 27 14:18:58 (none) daemon.info dnsmasq[338]: using nameserver 213.120.234.34
Aug 27 14:19:02 (none) daemon.info wanstatus[607]: Internet Status: Connected
Aug 27 15:02:41 (none) daemon.info udhcpd[348]: DHCPINFORM
Aug 27 15:31:16 (none) daemon.info udhcpd[348]: received DISCOVER
Aug 27 15:31:18 (none) daemon.info udhcpd[348]: sending ACK to 192.168.2.2
Aug 27 15:31:18 (none) daemon.info udhcpd[348]: check_conf_ip_assign s Mon Aug 27 15:31:18 2012
Aug 27 15:31:20 (none) daemon.info udhcpd[348]: check_conf_ip_assign d Mon Aug 27 15:31:20 2012
Aug 27 15:31:20 (none) daemon.info udhcpd[348]: sending OFFER of 192.168.2.13
Aug 27 15:31:20 (none) daemon.info udhcpd[348]: received DISCOVER
Aug 27 15:31:20 (none) daemon.info udhcpd[348]: sending ACK to 192.168.2.13
Aug 27 15:31:20 (none) daemon.info udhcpd[348]: check_conf_ip_assign s Mon Aug 27 15:31:20 2012
Aug 27 15:31:20 (none) daemon.info udhcpd[348]: check_conf_ip_assign d Mon Aug 27 15:31:20 2012
Aug 27 15:31:20 (none) daemon.info udhcpd[348]: sending OFFER of 192.168.2.13
Aug 27 15:31:20 (none) daemon.info udhcpd[348]: received REQUEST
Aug 27 15:31:20 (none) daemon.info udhcpd[348]: sending ACK to 192.168.2.13
Aug 27 15:31:20 (none) daemon.info udhcpd[348]: check_conf_ip_assign s Mon Aug 27 15:31:20 2012
Aug 27 15:31:20 (none) daemon.info udhcpd[348]: check_conf_ip_assign e Mon Aug 27 15:31:20 2012
Aug 27 15:31:20 (none) daemon.info udhcpd[348]: sending ACK to 192.168.2.13
Aug 27 15:34:45 (none) daemon.info udhcpd[348]: received REQUEST
Aug 27 15:34:45 (none) daemon.info udhcpd[348]: sending ACK to 192.168.2.41
Aug 27 15:34:45 (none) daemon.info udhcpd[348]: check_conf_ip_assign s Mon Aug 27 15:34:45 2012
Aug 27 15:34:45 (none) daemon.info udhcpd[348]: check_conf_ip_assign e Mon Aug 27 15:34:45 2012
Aug 27 15:34:45 (none) daemon.info udhcpd[348]: sending ACK to 192.168.2.41
Aug 27 15:56:48 (none) daemon.info httpd[12955]: 192.168.2.10 login success
Aug 27 16:14:27 (none) daemon.info udhcpd[348]: received REQUEST
Aug 27 16:14:27 (none) daemon.info udhcpd[348]: sending ACK to 192.168.2.10
Aug 27 16:14:27 (none) daemon.info udhcpd[348]: check_conf_ip_assign s Mon Aug 27 16:14:27 2012
Aug 27 16:14:28 (none) daemon.info udhcpd[348]: check_conf_ip_assign e Mon Aug 27 16:14:28 2012
Aug 27 16:14:28 (none) daemon.info udhcpd[348]: sending ACK to 192.168.2.10
It's a belkin Play Router
http://www.shop.bt.com/products/belkin-play-wireless-nn--bt-adsl-modem-router-6P61.html

From the old forum.... Slow broadband speeds in th...

FROM THE OLD FORUM Original post by John Jorgensen...
Slow broadband speeds in the evening all of a sudden
Posted: Jan 22, 2010 9:17 AM
Click to report abuse...        Click to reply to this thread    Reply
Hi,
I have had bt broadband opt3 for almost 3 months now and have always had a healthy 9mb+ connection, however have noticed it being very slow in the evening when I come home from work, I checked the speed last nite as iplayer was constantly freezing and was getting 1mb . A bit upset by this as I got bt broadband to play my ps3 online and to get faster speeds on my laptop, and I use these services mostly at nite.
I checked my speed this morning and was getting 11mb, is this normal or am I being capped I cant believe Id be going over my download limit. Can someone from bt get back to me on this?
Thanks
John
alison griffiths
Posts: 54
Registered: 11/3/09
   Re: Slow broadband speeds in the evening all of a sudden
Posted: Jan 22, 2010 11:22 AM   in response to: John Jorgensen in response to: John Jorgensen
Click to report abuse...        Click to reply to this thread    Reply
Welcome to the world of BT , the tv advert when he says " business slow" when trying to load a webpage is not other companies thats BT.
John Jorgensen
Posts: 2
Registered: 9/2/09
   Re: Slow broadband speeds in the evening all of a sudden
Posted: Jan 22, 2010 12:11 PM   in response to: alison griffiths in response to: alison griffiths
Click to report abuse...        Click to reply to this thread    Reply
Yes Alison, I think I can see that now. I wouldnt mind if broadband was a bit slower at peak times, I know thats normal, but when I'm only getting 1mb when my max is 14mb, I just dont feel I'm getting what I pay for. And when it gets to the point where I cant watch iplayer without it stuttering everywhere and online games lagging on the ps3, this is certainly not what I'm paying for.
I was hoping one of the mods here would help me and check my line and see if there is any cap on the line and get it removed.
I really dont wanna phone India, I deal with them 5 days a week as is...
Think I will just send one of the mods an email to check my line and see if it is being capped or if somethings wrong.
anthony dickerson
Posts: 72
Registered: 4/26/07
   Re: Slow broadband speeds in the evening all of a sudden
Posted: Jan 22, 2010 3:52 PM   in response to: John Jorgensen in response to: John Jorgensen
Click to report abuse...        Click to reply to this thread    Reply
You will never get decent speeds on Iplayer,
BT limit it because they want you to subscribe to their precious BT Vision service.
The only way you are guaranteed to get decent speeds on BT is to subscibe to BT Vision and also unlimited broadband.
Then you will get priority when you stream TV at your exchange unlike fighting it out with all the other broadband users as you currently are for the available bandwith.the more over subscribed your local exchange the worse it is
Paddy B Mod
Posts: 199
Registered: 10/13/08
   Slow broadband speeds in the evening all of a sudden
Posted: Jan 23, 2010 2:04 PM   in response to: anthony dickerson in response to: anthony dickerson
Click to report abuse...        Click to reply to this thread    Reply
Hi John,
I can take a look at the network side of things for you, to see if there is anything I can do to help improve your speed during peak periods. Please could you drop me an email with your BT account details? Please also include a link to this thread. It would also be very helpful if you could run a few speed tests using www.speedtester.bt.com when you feel your Broadband is running slow. I can then check those results from here.
Thanks
Paddy
BT Forum Moderator - [email protected] - if you're emailing please include a link to your thread so I can reference back to it.
Mateusz Sokolin...
Posts: 2
Registered: 10/11/08
   Re: Slow broadband speeds in the evening all of a sudden
Posted: Jan 24, 2010 7:33 PM   in response to: John Jorgensen in response to: John Jorgensen
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Well John i'll tell you what it is...
First of all welcome to BT and I hope you'll enjoy 18months of pain and suffer.
OK here it goes....
If you look at your contract, find a rule that says Fair Usage Policy.
Basically it states that BT will cap anyone that is abusing their lines.
However, it does not say what are the limits after which you are going to be capped for how long and at what times. (I'll come back to this later and explain)
If you ring 08007076044 I'm sure that someone will confirm my theory. As constant 1MBit between 6PM till 11/12 PM is actually FUP applied on to your account.
Ok time to explain my frustration about FUP.
Since I signed my contract with "lovely" BT for constant 4 months I had similar issue but it took me even longer to find out what is going on and how to deal with this problem (thanks to google).
FUP team states that if you exceed 100GB in a month (everyone will admit that these days 100GB is nothing when a single game for PS3/XBox360/PC sometimes is more than 5GB and 1080p film is about 12GB) will cap you for a month at peak times to outstanding and superfast 1Mbit (about 130-150KB/s).
I'be been watching my download and for few months never exceeded that 100GB in a month. Been ringing FUP team to verify when suddenly they told me that from (cant remember exactly) March FUP will apply only to accounts that are using Torrents and other P2P.
you won't believe how happy I was hearing that.... So i've started to download and next month guess what.... 1Mbit connection.
Really mad rang FUP team and asked them what on earth is going on. They confirmed that its only P2P and I've explained them that I only use Youtube, BBC iPlayer, Rapidshare, Steam and XBox Live, Beatport (just don't understand how ppl can use torrents and other P2P as they are just way to slow). So they were happy to take the cap off my broadband connection.
Next month same issue solved exactly the same way.
After that for consecutive few months I had no problem whatsoever until September where FUP Team said that there is no such thing and FUP applies to everyone.
So just want to say that BT is rubbish that can't keep their word.
I went to one of the sales advisor in the shopping centre and asked him how FUP works as it does not say in the contract "how, when, who and what".
So he said that policy is applied based on amount of files downloaded within that 100GB. So if I download e.g. 3x 50GB (although its 150GB altogether) files I wont be affected but 100x 1GB will put a cap on me.
I've been so curious if what he said was right and started to download 2x 60GB and guess what... Got frigging FUP placed on my account!!!.
I've got 2months left with them and will be extremely happy to cancel my contract, moreover, I will do everything in my power to sue them under EU Consumer Rights Law (that states that contract should be clear and fair to both sides) as Fair Usage Policy is one of those things that allows BT to do anything they want to their customers;
1. No clear explanation of what FUP is.
2. Does not states the amount of downloaded data required to have cap on the acount
3. Does not states for how long it will be applied
4. Does not states when it will be applied
If you look at e.g. Virgin Broadband everything is clearly written in nice and understandable way. It warns you at what times FUP will be applied under what circumstances and for how long. Isn't it what we all want to know??
Alex Owen
Posts: 3
Registered: 12/13/09
   Re: Slow broadband speeds in the evening all of a sudden
Posted: Jan 24, 2010 9:35 PM   in response to: Mateusz Sokolin... in response to: Mateusz Sokolin...
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@Mateusz I think I maybe a victim of this outragous stint BT have done. I have 2 XBOX 360's running on XBOX Live, 2 Desktop PCs connected to the web constantly, and 3 laptops, we have a torrent sharing running and World Of Warcraft on one of the PCs. All of this is shared across a 6 person family. How can a family where two members goto to college and university do their college ork, download application such as VB.net do their coursework and revise without the hassle of a **** connection. Seriously BT get your ******* head outta your **** and stop this ********, we are customers, we pay for what we are offered. When I signed up several years ago I could download everything on the net woithout infracions on my line being set in motion. You altered my contract without telling me. You will lose custom from this. Also you have ****** my wireless
Edited by: Alex Owen on Jan 24, 2010 9:36 PM
amanda jones
Posts: 33
Registered: 1/8/10
   Re: Slow broadband speeds in the evening all of a sudden
Posted: Jan 25, 2010 8:42 PM   in response to: Alex Owen in response to: Alex Owen
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You lot are lucky, We wish we could be capped to 1mbit. Our IP profile is capped to 500kbit because BT say the line isn't good enough for anything more. We are paying for option3 up to 8mbit and BT have said we must continue to pay for it for the remainder of the contract, or buy ourselves out of it early, the reason they give.... Up to 8mbit means up to 8mbit. If you dont get 8mbit then TOUGH LUCK SUCKERS!!
The outcome? We feel like we've been turned over by a dodgey second hand car salesman called BT. The internet deal he flogged us was a dog, a ringer, it wasn't cosher and certainly had a false MOT certificate.
Computer Geek
Posts: 429
Registered: 7/22/05
   Re: Slow broadband speeds in the evening all of a sudden
Posted: Jan 25, 2010 8:49 PM   in response to: amanda jones in response to: amanda jones
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Hi Amanda,
Why have you joined BT Option 3 when you can not get what BT can offer?
No pun intended but you are a bit of a sucker for paying high prices where other suppliers are cheaper and can provide what your line can support.
CG
amanda jones
Posts: 33
Registered: 1/8/10
   Re: Slow broadband speeds in the evening all of a sudden
Posted: Jan 26, 2010 9:13 PM   in response to: Computer Geek in response to: Computer Geek
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we moved house last october to this one, the connection was rubbish from the get-go, BT said the router was broken and we needed a new one, we said OK. That "OK" meant that we had entered into a new contract for option 3 same as out old one. The router wasn't broken, the new one didnt fix or improve the problem, we have since asked for a price reduction or compensation and been told "no". we are in contract and can pay to buy ourselves out of it if we like but otherwise we have to pay for option 3 and recieve fixed rate 500kb.
Clare Thurston
Posts: 4
Registered: 10/17/06
   Re: Slow broadband speeds in the evening all of a sudden
Posted: Jan 27, 2010 11:57 AM   in response to: amanda jones in response to: amanda jones
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Hi Amanda,
I think you'll find that the Hold To Term rules have changed. BT are now unable to charge you for the account if you no longer require it. It is against OFCOM's rulings for a company to make more money out of you as a leaving customer than an existing one. However, You will need to pay for the connection charge (if that has not expired it's original differed contract) which is £40. A cancellation fee of £25 if you are simply cancelling and not migrating using a MAC key and for any hardware. The Routers are advertised at £88 and i would suggest that if they believed on to be faulty then that would be replaced under guarantee and not be put on a differed basis. I would check exactly what they say the are charging you and query this through OFCOM. http://www.ofcom.org.uk/

Months of impecable service form BT as an option 3 customer. (I've even recommended BT to people)
but
For the past 2 weeks peak traffic has murdered my connection.
I can get 14mbit off peak, and it used to drop to about 7-9 at peak times.
Now its down to 1-2mbit at peak times. (no i haven't breached FUP as I check my btinternet inbox for the 80GB warning)
I think its resonable to experience drop off but 90%!!!
BT advertising says fast speeds at peak times. less than 2mbit is not fast. (that the governments minimum standard!!!)
I don't know how to procede because when I'm experiencing these issues if I ring up I will end up waiting so long to speak to someone (because its peak time) the concection wiill be better again.
I can think of no recourse other than to approach trading standards...
Guarnetee me 5mbit at peak times (enough to stream HD iplayer) and I'd be happy
That is what BT vision customers are in essence are getting + what ever their PC is using.
Fair usage? what about Fair Supply.

Urgent Advice Needed Re Slow BB Speeds & Intermitt...

I'm in urgent need of advice please re my intermittent broadband problems
For the past week now I've been getting very slow speeds and occasionally the broadband disappears altogether. When it disappears, my phone line goes out too, so I'm convinced it's a problem with the BT line.
When I first contacted BT they did a line test and confirmed there was a problem with the line. After an hour and a half on the phone to them (on another phone line), both phone and broadband started working again - intermittently. BT now say that the problem is with my internal wiring. I'm getting increasingly frustrated, especially with the BT call centre getting me to repeat the same checklist tests, router resets, etc. As an ex-telecoms project manager I'm not entirely a novice user, and desperately want to get this resolved but don't know how to break through the BT call centre barrier.
My NETGear Wireless-N stats show the following:
ADSL Link
Downstream
Upstream
Connection Speed
896 kbps
96 kbps
Line Attenuation
53.0 db
31.5 db
Noise Margin
10.6 db
7.0 db
The speed also looks somewhat lower than the line speeds I should be getting (table below is from BTs ADSL Checker):
ADSL Max
Up to 5
3.5 to 7.5
Available
Fixed Rate
2
Available
Can anyone offer any suggestions at all please?
Many thanks in advance,
Erika
Solved!
Go to Solution.

Hi Welcome to the community forums
Here is a basic guide to getting help from the community members done by CL Keith Please read through the link posted http://forumhelp.dyndns.info/speed/first_steps.html
once you have posted the information asked for then the community members can help you more
Thank You
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’

Very slow BB speed for 3 months.

Hello.
We have been with BT for I think more than 4 years and never had a problem. That is until early October this year.
The first night I had constant disconnections out of no where. About a week later I started having huge lag spikes, mostly when online gaming. It made gaming quite impossible as every 5 or so seconds I would get a lag spike that would last around 4-10 seconds each time. I put up with this for about 2 months, but as of December it's just gotten so much worse.
I can't do anything with my internet anymore. Just opening a web page takes so long. Most of the time if I search for a site it just gets timed out because it's taking so long to connect to it (5+mins) I can't download anything anymore and watching online videos (such as youtube) or online streams, are impossible. They just don't play. Even when they have fully buffered(which takes forever) they still do not play, at all. I have lag everywhere.
So I contacted BT both through email and phone, in October. I sent them traceroutes and pathpings while gaming, that showed obvious packet loss with my connection. I explained everything and was told to take it off wireless and reset my router. I connected through an ethernet cable and it changed absolutely nothing. I've also tested the internet on another computer and the lag was just the same. So I know it's nothing wrong with my computer, it's 100% the internet.
I called BT several more times and was given the old "Peak hour excuse" even though I lag all the time, it could be 6 am and i'll still have lag. I keep calling and it feels like these Indian call centres just don't believe me. They test my line and say my connection is good (15mbps) But I still have lag issues even with a fast speed, something is clearly going wrong somewhere.
They then told me it's because of the amount of computers in our home, even after me telling them it's only one computer in use nearly all the time. They just aren't helping me at all and it's been 3 months now. The lag is only getting worse it seems.
Does anyone have any ideas what could be going wrong or who I should go to for help? Because these call centres don't listen to me at all and this speed is frustrating me so much.

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 72 hours
They are a UK based BT specialist team who have a good record at getting problems solved
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’

Useless call centre - how can I get an intelligent...

My broadband is dropping every couple of days, often for 5 to 10 minutes. Red lights on the modem and the BT Home Hub splash screen on the computer saying it can't connect to the internet.
I phoned the help number and spoke to a call centre presumably in India judging by the accent and odd use of the english language.
He checked the connection at his end and said it was fine. I repeated that it was OK now, but it had dropped an hour earlier, well as every couple of days.
"Now I have to explain something to you sir. Your hub can accumulate blockages. It is like static electricity they can make your light turn red and block your connection." WTF? He asked me to reset the hub to get rid of the static, despite the fact that I'd told him I pull the power on the hub every couple of days in the vain hope it'll speed up the reconnection (it doesn't).
Then he said again that his computer says there is no problem with the network so the fault must be in my house. So I repeat that the problem took place an hour ago, so the connection is fine now. I asked if the dropped connection an hour ago showed on his computer. "No sir. I can see your connection is fine". I asked about dropped connections in recent days, but he said there had been no dropepd connections.
He then started talking about wifi settings and that lots of devices on wifi can cause problems. So I repeated again that the box has a red light and all my devices can see the homehub interface, but we cannot get connected to the internet.
Then he started on about making sure we have the right wifi channel. So I said I wasn't going to talk about wifi anymore, the problem is with the network, and it happened an hour ago, and it happened on other days. "No sir, your connection is fine, I will email you some details about how to improve wifi in your house."
I then said I didn't want to talk about this anymore and I would end the conversation. I put the phone down.
Then my mobile rung "Sir, I have to tell you about your wifi." I reply "No thank you, I don't want to discuss this with you"
Then my moble rang again "Sir, there are some things I can tell you about fixing your wifi." I reply "No thank you, I don't want to discuss this with you"
arrrrggggghhhhhh !
Is there any way of speaking to a person who understands that a red light on the modem and a homehub that says it is dicsonnected from the broadband might actually be a problem with the broadband connection?
Also when I've had the same thing a few years ago I though the helpdesk operator could see how many dropped connections had taken place? The chap tonight was insistent there was no record of dropped connections.
edit to add: I'm on a Hub 5 type A plugged into the master socket. No other sockets in the house.

1. Product name:
BT Home Hub
2. Serial number:
+068343+NQ34940784
3. Firmware version:
Software version 4.7.5.1.83.8.204 (Type A) Last updated 22/01/15
4. Board version:
BT Hub 5A
5. DSL uptime:
0 days, 00:58:41
6. Data rate:
9995 / 39993
7. Maximum data rate:
11929 / 48683
8. Noise margin:
6.6 / 9.5
9. Line attenuation:
25.6 / 20.4
10. Signal attenuation:
25.4 / 20.0
11. Data sent/received:
8.6 MB / 61.5 MB
12. Broadband username:
[email protected]
13. BT Wi-fi:
Yes

Insulted by Call Centre Staff

I wanted to post a copy of a complaint email which I have just sent to Warren Buckley. Still can't believe the customer service I received:
Hi,
I wanted to make a complaint about a call centre team member who was phoning from 2touch on behalf of BT. I recieved a cold call at approximately 8:20 to 8:40 last night (23rd Oct) and was in the process of working through a telephone / internet quote with a team member named James. When he asked me for my phone number to confirm my expected broadband speed I noted that surely he already had my number, after all he phoned me on it. He responded that they need to take personal details like phone numbers, addresses, etc. At this point I was concerned that this could actually be anybody phoning me and trying to steal my personal information, and I pointed this out to him.
Then, under is breath I heard him say to someone else, "This guy is a **bleep**" - clearly referring to me. I expect he thought that he had muted the call so that I wouldn't hear him.
I proceeded with the quote for a little while but was too shocked to carry on and eventually asked to speak to his manager. Adam came on the line and said that he would listen back to the call recording and take appropriate action. I received a call back from Adam at 12:40 today (24th Oct) and he offered his apology but refused to say what action had been taken. From what Adam said, I feel like this has just been swept under the carpet.
Please note that Adam did confirm that the original offensive sales call was recorded by 2touch and I would expect that you should be able to obtain a copy of the recording to confirm this.
I am very disappointed with the level of customer service I have received here. Both being insulted by one of your representatives and subsequently not even being told what the result of the follow up was - if there even was one.
It is most disappointing as I was considering switching to the package that James had been discussing with me - I was even thinking of spending more on BT Vision. But I can safely say that this is the most appalling level of service I have ever received. I can not understand why you would outsource these sales calls to a company which insults your customers.
Regards
Ryan McGuinness

Hi Ryan,
Welcome to the forum, I am really sorry about this.
If you'd like me to look into this please feel free to send in your details to us. You can get our "Contact us" link by clicking on my username, under "About me".
Thanks,
Stephanie
Stephanie
BTCare Community Manager
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’.

Extreme slow upload speed in Dallas area

Hello
Something happened to my upload speed last Thursday, it has dropped considerably connecting to most servers making many sites very sluggish. I have the hardest time just attaching a file in Gmail and the gmail chat keeps saying 'unable to connect'. Using FTP for my work is almost impossible. It's takes me 5-10 tries to upload a file that's not even 50KB.
I've called Verizon tech support and went through different diagnostics and then they sent a new router, which still didn't help. Here's what I concluded so far:
It's not the router
It's not the computer since it happens on every machine
It's not the wiring since I can get good speed test connecting to some servers.
It's not the servers that i'm connecting to; everything works when i'm at work or on the phone.
I have 15/5, I've attached some speed test results.
Verizon's own speed test page even timed our during upload, which was stuck under 0.5 when it was about to finish.
Anyone else experiencing this? Verizon say my issue is currently with the engineers, but I have no idea how long that wait to be.
Thank you

Is there any Verizon representative that can escalate my issue?
Basically a tech came last Saturday and wasn't able to figure out what was wrong and left and closed my ticket. Whenever I call back now they're just telling me it's my computer, which is completely FALSE. All my 5-6 computer just doesn't happen to have slow upload speed of the sudden and require modification to RWin buffer as the suggested by the on-site tech. Verizon phone support bluntly told me they can't do anything further and would charge me for coming out again to replicate my issue.
Things the tech have already tried:
-Run Fios Optimizer multiple times on multiple computers.
-Replaced router
-Replaced ONT
-Rebooted PON card
Upload speed still sporadic, works perfect on some speedtests, but it's less than 0.5MB on many servers including Verizon's very own local speedtest. Gmail and any google site request is constantly slow. This site is slow and often times out. FTP to my own site is almost impossible if I want to upload a file that's bigger than 100kb.
I'm extremely frustrated.... There are reports of same exact issues in other thread, one seems to be fixed. Is there any way Verizon can look at that and apply it here?
http://forums.verizon.com/t5/FiOS-Internet/Slow-upload-and-tired-of-techs-closing-tickets/td-p/62221...
http://forums.verizon.com/t5/FiOS-Internet/Slow-upload-speed-on-evenings-for-almost-2-months-now-on-...
Problem was fixed for Headhunter6
http://forums.verizon.com/t5/FiOS-Internet/Unusable-upload-speed-at-night-and-during-weekend/td-p/62...
http://forums.verizon.com/t5/FiOS-Internet/extreme-slow-upload-speed-in-Dallas-area/td-p/619117
Is it because I'm using a community account on this forum so I'm being ignored?
I've tried to sign up using my residential account, but got this yellow error page.

Getting no where with call centre can anyone pleas...

I nearly 68 years old and this is my first computer and internet package, i am on the BT upto 8mb package but only get around 1.5 mb speed, my son has looked into this for me and told me i have "a stuck at 2000kbps ip profile" he has called the help centre that many times for me i have lost count, they have told me that my IP profile should rise after they changed the wirless chanel for me, that was two months ago and i still count myself lucky if i get 1.6 mb download speed. I was finaly told that the reason i only get this speed is because i live so far away from the bt equipment, can some one let me know if this is true please or is this a case of the indian call centre trying to fob off someone who is new and unused to this technology. I understand you will need the details below to see. The connection time is low as i had to reset the hub to get into the settings as i have lost my password but before that i have not crashed in months.
Thank you
ADSL line status
<script type="text/javascript">// var trClass = ["odd", "even"]; var td1 = ["w3", "Line state", "Connection time", "Downstream", "Upstream"]; var td3 = ["w3", "VPI/VCI", "Type", "Modulation", "Latency type", "Noise margin (Down/Up)", "Line attenuation (Down/Up)", "Output power (Down/Up)", "Loss of Framing (Local)", "Loss of Signal (Local)", "Loss of Power (Local)", "FEC Errors (Down/Up)", "CRC Errors (Down/Up)", "HEC Errors (Down/Up)", "Error Seconds (Local)"]; var td2 = ["", "Connected", "0 days, 0:03:07", "2,272 Kbps", "912 Kbps"]; var td4 = ["", "0/38", "PPPoA", "ITU-T G.992.5", "Interleaved", "17.0 dB / 7.1 dB", "36.0 dB / 19.4 dB", "18.6 dBm / 12.3 dBm", "0", "0", "0", "0 / 0", "0 / 2147480000", "nil / 74311", "0"]; // </script>
Connection information<script type="text/javascript">// createTable("normal", trClass, td1, td2); // </script>
Line state
Connected
Connection time
0 days, 0:03:07
Downstream
2,272 Kbps
Upstream
912 Kbps
ADSL settings<script type="text/javascript">// createTable("normal", trClass, td3, td4); // </script>
VPI/VCI
0/38
Type
PPPoA
Modulation
ITU-T G.992.5
Latency type
Interleaved
Noise margin (Down/Up)
17.0 dB / 7.1 dB
Line attenuation (Down/Up)
36.0 dB / 19.4 dB
Output power (Down/Up)
18.6 dBm / 12.3 dBm
Loss of Framing (Local)
0
Loss of Signal (Local)
0
Loss of Power (Local)
0
FEC Errors (Down/Up)
0 / 0
CRC Errors (Down/Up)
0 / 2147480000
HEC Errors (Down/Up)
nil / 74311
Error Seconds (Local)
0
<script type="text/javascript">// var showButton = new Button("show","","Hide Details", function(){GoAndRemember('bb_dsl.lp','');}); // // ]]></script>

welcome to the forum
you currently are on 21CN up to 20mb but only getting 2mb. If you could not access the hub manager before I think your connection may have been resetting and you probaly just saw the blue lights and assumed connection was stable. your noise margin in high at 17 as normal about again suggesting disconnections.
have you tried the quiet line test dial 17070 option 2 should be quiet and best done with a corded phone if cordless might get a dull hum which is normal.
are you connected to the master or test socket?
At present I would suggest that you leave your hub connected 24/7 for the next 3+days as I think you may well be in a banded profile (nothing to do with ip profile) and it should release your line in 3+days connected.
if after 3+ days connected there is no improvement then I would contact the mods for assistance http://bt.custhelp.com/app/contact_email/c/4951
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’.

Poor Customer Service - BT Call Centres

I have been having problems with my phone line and broadband for over a month now. The Call Centre in India (whilst staffed by very nice people) is completely inadequte. There is no follow through, they do not appear to make notes when there is an ongoing issue (unless of course they are getting me to repeat myself for the fun of it!), conversations get lost in translation, they promise to call back and then don't, and then you have to start fresh with another member of staff. They work to a scripted conversation, any deviation from this and they can't cope.
I am not a complainer, quite the opposite but I have been driven to distraction by the process of contacting a Call Centre in India when you have a technical problem however, when there is a sale to be made you can speak to someone in a Call Centre in the UK. The carving up of BT services has not been done for the benefit of the consumer. The disjointedness has, in my view, led to a complete inability to provide good customer service. As a result, I am considering putting in a formal complaint and sending a copy of a letter to OFCOM or the likes.
Can anyone on the forum help in terms of a name to direct a letter to and whether OFCOM is the appropriate body? I have tried emailing BT Complaints but no response and don't want to send a letter off without someone to contact to follow through. Below is a not so brief timeline of events to date! Many thanks in advance!
w/c 25 June
Started contacting BT as problem arose with quality of my land line (e.g. crackling) and broadband loosing connection.
A number of calls ensued taking me through a scripted conversation and many line tests. Each time I was told I do not have a problem. Eventually insisted (after being patched through to a level 2 supervisor) that an engineer visited my property.
4 July
An appointment was made with an engineer between 8am – 1pm. As no one had showed, I contacted the Call Centre and was informed that an engineer was working on a problem with the main junction box. Engineer arrived at 4pm, did not examine my phone line but said problem is now resolved It was not.
5 July onwards
Many calls to the Call Centre, all operatives assuring me that there is not a problem with a line and they can fix the problem I am having within 24 hours. After many line tests, rebooting, resetting of broadband etc. I eventually persuaded them to send another engineer.
12 July
Young apprentice visited (lovely young man and we wrote a very nice email to his line manager as we were impressed with his attitude).
He did not however resolve the issue, he completely renewed all of my broadband equipment and left.
W/c 16 July
Started phone calls again to Call Centre. They kept running line tests and telling me there is no problem. Had to explain the term intermittent and there was indeed a problem.
Eventually got through to a level 2 Technician who ran a special test that only he could do and he could see that there was indeed a problem but that he could fix it within 24 hours. He could not.
A few more phone calls, and I eventually got them to agree to send out another engineer.
31 July
Wrote a complaint regarding service on BT website. Incident number 120731-003877. No reply received however did get an email about how to improve my broadband speed! I live in a rural area, anything about 1mb would be a miracle.
Early August
Received a phone call from a nice young lady based in London working as part of the BT sales team offering me a discount on my broadband package if I agreed to sign a 12 month contract. She did not know anything about the issues I have been having. In the hope that the conversation was indeed being recorded I explained everything!
No follow up. As a gesture it would have been nice if someone from sales had phoned me back, offered sympathy and perhaps the discounted package with immediate effect (without a contract requirement) seeing as I have effectively had no internet for a month and possibly the lowest connection speed in the country.
9 August
Another engineer arrived with 35 years experience and excellent member of staff. Conducted a full line test and low and behold, problem found with line 83 meters from my property (exact location where we had an issue the previous year and that I had been trying to tell the Call Centre staff about).
On examination, the engineer confirmed it needed replacing. Also that the space between the telegraph poles was 75 meters and should actually only be a maximum of 63 meters hence, tension on line which has caused the problem.
He called for assistance and both he and a colleague were about to replace the line when he was called off the job by his line manager. Something to do with Health and Safety. hmmmm..... he did have a colleague, a Hiab and all specialist equipment. I did wonder whether cost was a factor as we are the last house on the line.
10 August
Further phone calls to Call Centre, told again that they needed to run a line test and that they could get my phone working in 24 hours. Informed them that it was very improbable.
11 August
Level 2 supervisor finally returned my call as promised and confirmed that a new line was needed. She gave me the telephone number of the telephone line faults department to phone to enquire when this would be done.
13 August
Phoned the telephone faults department to ask for a date when the line would be replaced. Level 1 technician wanted to run line test and assured me that he will be able to solve my problem with a few simple steps and that it would be fixed within 24 hours. I informed him that it would be impossible. I asked to speak to a level 2 supervisor. He put me on hold for 10 minutes and then informed me that a level 2 supervisor could not help me. He agreed to book an engineer to come out and repair the fault (he had never done this for any other customer before but as I was a special case he agreed to do so!). I had to provided him with exact details of the fault. I requested that he refer to the report given by the last engineer that visited but no, he wanted the details from me, slowly, so he could type it out.
I have an appointment for Thursday 16 August between 8am and 6pm. Not hopeful.
I requested the number of a telephone complaints department or any member of staff I could speak with in the UK. He could not find a number for me.

Hi,
Your line and exchange is maintained by Openreach and not BT Retail (your communication provider). BT Retail do not get priority over other communication provider as Openreach treat all communication providers/ISP's equally.
If you would like to contact the BT Care Team they will be able to look into your account notes and to help you get it resolved. BT Care Team are a UK Based BT Specialist Team.
Click here to contact BT Care Team
They wil contact you by email or phone within 3 working days. You will be given a automated reference number please make note of this.
cheers
jac_95 | BT.com Help Site | BT Service Status
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