Slow speeds and lost connection

Hi
I am a new infinity customer joined first week of Feb2012 hoping to get speeds up 37mbps but from day one could not get more than 5mbps spoke to the guys in India who were very helpful and tried to do all they can to get me going had 4 engineers visit me and change modem and 3 HH3 but still no change this has been going on now for nearing two months now . I then got a call from the open reach team saying that they had found the fault and would be putting a fix on it and I should be up and running on the 29th of March which has now come and gone but nothing has happened and now the broadband has gone off for the last 4 day with no update from the Openreach Team as to when it will come on line There seems to be a lack of communication between the Openreach team and the Indian team and the customer this is bad customer service and needs to be sorted out if this carry on BT will have a lot of customers walking away from them and going else where .Hope some one from the Openreach team reads this and gets this resolved.
Solved!
Go to Solution.

The mods team say the problem is solved but I still have no connection and its now 21Days without a connection was also told that the mods team will get back to me but that even has not happened and all I get from the various teams of BT people is we are sorry about it and we are working on it promise dates come and go but no fixes in sight I have had 5 engineers arrive to my house but none can fix the problem now I have been told that they are waiting for a part and don't know when they are going to get it and this is a leading edge company who advertise heavily saying it is the fastest broadband around and they can't even get me and load more people in my area up and running

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Bt infinity 2 slow speeds and disconnection

hi all hi all after having spent over two hours on the phone with BT being passed from post to post from billing to technical support back to billing people slamming phones down on me and no help what so ever today 22/05/2014 have been with bt over 5 years phone line the broadband and all services
it a joke now
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BT BROADBAND AVAILABILITY CHECKER
Telephone Number 01704 on Exchange CHURCHTOWN is served by Cabinet 6
Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)Availability Date High Low High Low
FTTC Range A (Clean)
41
32.3
8.3
6.3
Available
FTTC Range B (Impacted)
35.2
19.3
8.3
5
Available
WBC ADSL 2+
Up to 15
8.5 to 19
Available
WBC ADSL 2+ Annex M
Up to 15
Up to 1.5
8.5 to 19
Available
ADSL Max
Up to 7
6 to 8
Available
WBC Fixed Rate
2
Available
Fixed Rate
2
Available
Other Offerings
Fibre Multicast
Available
Copper Multicast
Available
For all ADSL and WBC Fibre to the Cabinet (FTTC) services, the stable line rate will be determined during the first 10 days of service usage.
For FTTC Ranges A and B, the term "Clean" relates to a line which is free from any wiring issues (e.g. Bridge Taps) and/or Copper line conditions, and the term "Impacted" relates to a line which may have wiring issues (e.g. Bridge Taps) and/or Copper line conditions.
Throughput/download speeds will be less than line rates and can be affected by a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.
The Stop Sale date for Datastream is from 30-Jun-2012; the Formal Retirement date for Datastream is from 30-Jun-2014. The Stop Sale date for IPstream is from 31-Dec-2012; the Formal Retirement date for IPstream is from 30-Jun-2014.
If the End User wishes to migrate from their current Broad

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Slow internet speeds and dropping connection

hello, I am making this post on behalf of my dad, for a good few months (5-6 maybe even longer) we have been experiencing slow internet speeds and a dropping connection when ever the phone is picked up. when an incoming call is answered some or all devices connected to the internet drop out for a second then come back online, the connection does not completly disapear but causes any voice chat, streaming or gaming to disconect. We have BT wireless phones (not sure what exact type) which we have had for a few years. they are connected through an ADSL filter which as far i can remember has been there for years. We have a netgear DG834GT router which has also been there for a few years. I went onto its settings and got this information, not sure if its usefull or not.
System Up Time 42:18:47
ADSL Link
Downstream
Upstream
Connection Speed
1760 kbps
448 kbps
Line Attenuation
61.0 db
31.5 db
Noise Margin
13.1 db
13.0 db
I also got this from the BTW speed tester
1. Best Effort Test: -provides background information.
Download Speed
1.24 Mbps
0 Mbps
2 Mbps
Max Achievable Speed
Download speedachieved during the test was - 1.24 Mbps
For your connection, the acceptable range of speeds is 0.4 Mbps-2 Mbps.
Additional Information:
Your DSL Connection Rate :1.76 Mbps(DOWN-STREAM), 0.45 Mbps(UP-STREAM)
IP Profile for your line is - 1.25 Mbps
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put everything back as it was and this is what it looks like now:
ADSL Link
Downstream
Upstream
Connection Speed
160 kbps
448 kbps
Line Attenuation
61.5 db
31.5 db
Noise Margin
19.9 db
12.0 db
also while i was doing that i did i quiet line test and both myself and my brother listened to it and agreed that there was buzzing/static

Re: noise level and lost connection

I am with Sky Broadband on a BT leased line (who I pay for my BT Telephone bill).
I have had terrible problems with my ADSL connection ever since I subscribed for Sky broadband over 5 years ago and more.
I live in Halton Village in Runcorn, Cheshire and because I live in the village this means I'm miles away from the telephone exchange which is in the main town of Runcorn.. According to an BT Outreach Engineer I'm approximately 2-3 miles from the exchange which affects my broadband signal and the quality of broadband speed my ADSL connection can provide to a BT Master socket and finally a Netgear DG834PN router. I only a single BT Master Socket in the house for my phone line and ADSL Broadband. So there is no other phone sockets or extensions in the home.
I've experienced dropouts for years. Phoned Sky Broadband Support countless times over the years to get them to test the phone line and quality of Broadband signal.
When experiencing continuous drop outs on my Sky Broadband the main Sky Rambo computer (which monitors the broadband bandwidth connection for signal strength and speed and drop outs, if your broadband connection experiences continual drop outs the Rambo computer re-adjusts and lowers your broadband speed accordingly until this stabilizes the phone line and stabilizes the drop outs. In other words, dropping the Broadband speed from 3MB or 4MB my line can handle to 2.6MB or sometimes even lower will temporarily stop the broadband sync drop outs.
This is to say, even though the BT phone line has no errors or faults simply reducing the broadband bandwidth to 50 Per Cent is a generic method of dealing with unknown factors which could indeed be affecting the Broadband drop outs.
If there is no faults on the phone line causing drop outs, no issues with your router then I would suggest you check the mains "electrical earthing" in your home because any electrical interference, spikes or surges could be affecting your broadband and causing it to intermittently drop out.
I purchased an anti-surge and anti-spike surge protected 3 meter, 4-way (13 amp socket) power extension lead and ensured this was used for my Neatgear router to prevent power spikes and or power surges from causing my router to drop out.
I also purchased an anti-surge and anti-spike 3 socket mains adapter which my 3 meter, 4-way (13 amp sockets) power extension lead plugged into ensuring that the mains socket providing power to my router was fully protected from power surges and spikes.
I also discovered the metal back box for the double mains socket providing 240v mains to my router was not earthed to the back box (original electrician who fitted the back box and double 13 amp 3-pin socket had not earthed the back box) and this was causing a build-up of electrical static on those 2 13 amp sockets and preventing and electrical surge or spike to cause the Netgear DG834PN router to drop out.
Moreover, I have to laptops in the kitchen where my Netgear DG834PN router is situated and when either or both of the laptops were switched on or pluged into the PSU (Power Supply Unit) this caused an electrical spike and consequently resulted in the Netgear DG834PN router from losing electrical power, losing Broadband sync and consequently dropping out.
I also use 4 x TP-Link mains to Ethernet broadband devices around the house, one in the kitchen to feed another T-Link mains to Ethernet broadband connection for my Sky TV distributed through an Netgear GS104 Ethernet Switcher, 1 connection for my Sky HD box, one for my Sony Blu-Ray (for updating firmware and BD ROM data from the internet) and a 3rd Ethernet connection for a laptop of Ethernet networked hardrive containing *.MOV or other video files which I stream via HDMI to my Sony 40 Inch flatscreen HD LCD TV..
I have another TP-Link mains to Ethernet broadband device upstairs in a bedroom studio connected to a Netgear GS108 Ethernet switcher which provides broadband for 7 devices, 1 Windows XP based tower PC, an Apple Mac G5 system and an Apple MacBook Pro and a Ethernet network based harddrive which all the computers on the network can access..
If anything on the electrical mains Ethernet network experiences an electrical surge or electrical spike this will be transported down the TP-Link mains to Ethernet broadband devices (as a complete network circuit) back to the Netgear DG834PN router and cause it to switch off (power down) for a second or two (lose its electrical power "on" status) the Netgear DG834PN router which consequently loses its Broadband sync. It then resets upon powering up only for the static to build up in the mains electrical circuit in the home/house. This static causes electrical spikes and surges and finds its way to the mains electrical socket or mains extension lead which you have your router power supply unit plugged into causing the router to effectively crash/lose its power "on" status then it resets again and powers up to an "on" status thereby attempting to find the broadband sync. This becomes a loop and the drop out problem becomes a continual issue/problem and won't go away until you check your mains earth wiring for any earth faults, particularly in the mains socket providing 240v mains to the Netgear router power supply.
This is why I added anti-surge and anti-spike protection directly from the mains sockets providing mains power in the kitchen in the circuit to my Netgear DG834PN router to prevent any build up electrical static causing any electrical spikes and surges from the mains causing the Netgear DG834PN router to power off and thereby causing the broadband sync to drop out.
Basically, the Netgear DG834PN router power supply switches off during an electrical surge or spike to protect the Netgear DG834PN router otherwise the surge or spike will fry the router (pretty logical when you think about it).
So, in order to ensure other electrical circuits in the house do not also cause a build-up of static or send any electrical surges or spikes down my TP-Link mains to Ethernet broadband plugs I also was required to ensure I inserted an electrical mains anti-surge and anti-spike protector adapter or multiple mains extension lead into the circuit thereby eliminating any build-up of mains electrical static, any electrical mains surges or spikes so those do not get transmitted down the mains circuit compounding the issue.. In other words all the mains sockets connected to the broadband circuit in the house are protected with anti-surge and spike adapters and multiple socket mains leads to prevent the Netgear DG834PN router Power Supply from switching off, the Netgear DG834PN router from dropping out, ensuring the Netgear DG834PN router remains powered up, even when a mains electrical surge or spike occurs, so the electrical mains are anti-surge and anti-spike protected and the Netgear DG834PN router remains in the powered "on" state thereby retaining its Broadband sync and does not drop out.
You will discover you no longer experience Broadband Drop Outs!
Solution, check your electrical mains Earthing in your house and all sockets, particularly the mains socket or sockets providing a 240v electrical mains to your Netgear router Power Supply and ensure all electrical sockets which are connected to any Ethernet broadband circuit in the house is surge and spike protected to stop the Broadband router from dropping out!
If you find you are still experiencing Earthing problems with your electrical mains in your property then engage a qualified electrician to check your electrical circuits in your house and indeed your electrical mains earth. You may even require a new “Earth Rod” ramming into the ground outside your property. Since the advent of plastic water pipes this has compromised a lot of electrical mains earthing when entering house properties and could be an additional issue adding to the issues you are already experiencing..
Like I say, if you are not a technical competent person seek advice and help from a qualified person and or even better from a qualified Electrician..

Some very good advice in your post.
Another very common source of noise in any line is caused by water ingress to the conductors. I was a telephone lineman for 12 years of my 23 years service in the telco industry and I lost count of the intermittent telephone faults that only showed up when it rained!

Very slow speeds and ridiculous email and bill for...

Hi
i have several issues. I have been a very satisfied customer for over 15 years until early summer of this year:
1. My broadband speeds remain painfully slow despite 3 complaints and investigations. In fact my line is still connected to the test line as I was advised to do and I have never had a call back as promised.
2. I have now received an email message to say I have used 90gb at a cost of £50. This is almost all uploads. i upload nothing and this figure is impossible. Until June my usage was quite small and I came nowhere near my limit on option 2. Nothing has changed with my usage since then. I do not download or stream films and do not upload large quantities. I probably would stream films, but the slow speed does not allow it.
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Solved!
Go to Solution.

Ok....since the original post the problem has continued. I have spent literally hours on the phone to people who say all the same things and never come up with a solution.
The test results are below. I do not experience speeds as reported. And if I use another tester it correctly comes out as about 1 4 - 1.9. or even lower. The upload usage is still showing as high....but it is just not possible. I have now reset the hub wireless key, but I have not shared this with anyone in range. Apple TV is now disconnected after it was going to take 20 hours to download a film!
I am at my wits end with this and really do not want the hassle of changing provider but even after 20 years BT broadband I am so very close to that.
Any ideas would be appreciated.
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Home Hub 3
iMac
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Wired connection to main mac, but also wireless to other devices.
The BT tester shows 6.09 mbps
Download speedachieved during the test was - 6.09 Mbps
For your connection, the acceptable range of speeds is 0.6 Mbps-7.15 Mbps.
Additional Information:
Your DSL Connection Rate :8.13 Mbps(DOWN-STREAM), 0.45 Mbps(UP-STREAM)
IP Profile for your line is - 7.15 Mbps
ADSL Line Status
Connection information
Top of Form
Line state:
Connected
Connection time:
0 day, 17:53:05
Downstream:
8,128 Kbps
Upstream:
448 Kbps
ADSL settings
VPI/VCI:
0/38
Type:
PPPoA
Modulation:
G.992.1 Annex A
Latency type:
Fast
Noise margin (Down/Up):
14.4 dB / 23.0 dB
Line attenuation (Down/Up):
6.5 dB / 5.0 dB
Output power (Down/Up):
15.8 dBm / 11.9 dBm
FEC Events (Down/Up):
0 / 0
CRC Events (Down/Up):
1 / 0
Loss of Framing (Local/Remote):
0 / 0
Loss of Signal (Local/Remote):
0 / 0
Loss of Power (Local/Remote):
0 / 0
Loss of Link (Remote):
0
HEC Errors (Down/Up):
0 / 0
Error Seconds (Local/Remote):
0 / 0

Sockets and lost connections

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I need a possibility to get notified if a socket
connection to any communication partner is broken
anywhere in the net.This isn't as meaningful as it looks. Despite appearances, (and with a slight caveat) a TCP/IP socket connection exists only in the client and the server, and nowhere else. No intervening network equipment knows anything about the existence of a connection.
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Pathetic speeds and unreliable Connection

Hi
I have been having pathetic speeds and an unstable connection on my BT broadband since the start of 2010 I suspect this coincides with the roll out of 21CN on my local exchange. I use BT to mainly talk to my famly over skype but since the start of 2010 the quality of calls has gradually gone downhill and it became almost impossible to use my broadband connection in august when it would randomly disconnect and the audio and video quality on skype became utterly pathetic.
On talking to indian call centre, I got told that my router was faulty and since my contract ran out in august, I need to sign up to a new contract to recieve a replacement router. on signing up to a years new contract on 2nd September and going with the ussual hassle of a few weeks delay in getting the router and arguing with the indian call centres to get the router sent as they delibrately cancel the router delivery after making the sale, when I eventually got the router the broadband was no better, I complaining further to BT I got told there is a fault at the exchange which they'll fix and the broadband speed would go up. Guess what nothing happened to the speed. In 2009 the typical speed on my connection according to speed test used to be 5.5 Mbs up and 500kbs down now I was stuck with 3Mbs and 270kbs and then things took a turn for worse in the last week of October the speed went down to 50kbs (down) on checking with bt speed test, I found my IP Profile was limited to 65kbs. I called up BT to complain again this time they decided to send and engineer over to my house who while doing the test casually told me that line doesn't have any problems but even though you should be connected at ADSL2+ none of my checks confirm this is the case the switches may be ADSL2+ but the backend is not connected. Now I don't know what to make of this except may be say BT is cheating with its customers.
Please free to make suggestions to help me, my router stats are:
ADSL line status
Connection information
Line state Connected
Connection time 0 days, 0:43:43
Downstream 4,188 Kbps
Upstream 612 Kbps
ADSL settings
VPI/VCI 0/38
Type PPPoA
Modulation ITU-T G.992.5
Latency type Interleaved
Noise margin (Down/Up) 14.1 dB / 4.2 dB
Line attenuation (Down/Up) 52.0 dB / 29.4 dB
Output power (Down/Up) 18.8 dBm / 12.4 dBm
Loss of Framing (Local) 39
Loss of Signal (Local) 80
Loss of Power (Local) 0
FEC Errors (Down/Up) 3152 / 3
CRC Errors (Down/Up) 64 / 2147480000
HEC Errors (Down/Up) nil / 89761
Error Seconds (Local) 2
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Zuhair

Hi Zuhair,
Thanks for posting. I can check what's going on with the connection. Drop me an email to the address in my profile wwith your account details and a link to this post for reference.
Cheers
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 :-)

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Slow speeds and lost connection

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