Terrible Connection

I have had a BT Home hub 2.0 for a while now, and never has it been such a bad internet connection. Every 10 minutes or so the Broadband light on the hub just goes out, thus rendering my internet useless. I would like to know why my hub has suddenly done this, and what can be done to fix it.

Line state
Connected
Connection time
0 days, 0:07:58
Downstream
4,736 Kbps
Upstream
448 Kbps
VPI/VCI
0/38
Type
PPPoA
Modulation
ITU-T G.992.1
Latency type
Interleaved
Noise margin (Down/Up)
14.7 dB / 16.0 dB
Line attenuation (Down/Up)
11.0 dB / 7.0 dB
Output power (Down/Up)
15.7 dBm / 11.8 dBm
Loss of Framing (Local)
0
Loss of Signal (Local)
0
Loss of Power (Local)
0
FEC Errors (Down/Up)
230 / 13
CRC Errors (Down/Up)
2 / 2147480000
HEC Errors (Down/Up)
nil / 7
Error Seconds (Local)
2

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WRT310N gives my wireless Xbox 360 terrible connection when PC is wired

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If the above settings didn't made much difference to the connection on your XBOX, then i think you need to upgrade the firmware of your Router.
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Terrible Connection Experience

The experience I am currently in the middle of, trying to get a BT line re-connected to my house, is by far the worst example of customer service I have ever experienced. I am currently so frustrated that if I get no progress by Monday I will stage a sit-in at my local BT office in Aberdeen until someone who knows anything about my actual order speaks to me.
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I ordered the line to be re-connected over a month ago. Took the day off work for the engineers appointment last week. When they didn't turn up I called, and was told that it didn't need an engineer. Have been told a series of new dates when the line would be connected - all rubbish. New dates are often a couple of days ahead, and then jump 4 weeks ahead without explanation.
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If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to help you.
They can be contacted using this link BT Care Team
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There are some useful help pages here, for BT Broadband customers only, on my personal website.
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Terrible connection (WRT54GS+Tomato, WMP54GS)

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The question and some suggestions that I tried are here:
http://www.dslreports.com/forum/r21715728-Re-Tomato-Terrible-wireless-quality-please-help
Any suggestions are welcome!
Thank you,
Alex.

A Firmware Upgrade might help you solve the problem...Have you tried upgrading the firmware to the latest one availeble here , you can even try to update the drivers for your wireless adapter here , make sure you run the router on channels 1, 6, 9, 11.

Terrible Connection Speeds

Are there any known issues within the EN3 postcode area in North London, ive checked the service status website and there is nothing.
My speeds are terrible, I am getting LESS than 2mb in some cases
I work in IT, so I have done the usual. Restarted machine, router, tested with network cable etc but still terrible. Im already disapointed with the speed I normally get anyway from BT and coupled with the constant disconnections this is just another reason to move to Virgin.
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I have an iMac i5, with Lion using wireless connection. I have tested with a network cable and results are very similar.
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Welcome to this customer to customer forum.
To enable forum members to help you, could you look at "ADSL speed and connection issues" on the the web page below, which asks you to do a few checks first, and has some helpful hints.
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BT Openzone / BT FON - terrible connection / loadi...

Hi guys,
We have just joined BT Internet, mainly for the hotspots that BT are advertising all over the TV and Internet. Having started using the service, I have found it near impossible to use. It take an inordinate amount of time for the Internet to load the most basic website, trying to watch videos on youtube that are between 3 - 10 minutes takes hours of buffering if not buffering completely. The connection signal I have is 2 bars, and most of the time 3 bars so am I missing something?
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This is a shame
Just when we thought BTOZ/Fon had been sorted, it looks like all sorts of connectivity/sign in problems are cropping up again.
With or without the Fon app., looks like its gone pear shaped again for many.
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AQ.
"Welcome to Royston Vasey - You'll never leave."

Terrible connection drops, wishing I had stayed wi...

I'm getting 15-16 Mbps and less than 1ms ping at some times and then this at other times.
Completely unnacceptable, I have already telephoned support and they said something about it costing £99 to send an enginer round? What kind of service is this, sorry but I'm very annoyed as this is costing me a lot of money as I use it for work. Please, please can you fix my connection and give me the speed we were promised.

is nothing obvious from your stats but connection time is only 3min
your conenction speed is about right for your attenuation with noise margin down at 4db but due to short conenction time thereare very few errors. really need to post stats again but later tonight or tomorrow with longer conenction time.
if you have an adsl v1 socket then broadband will only work in that socket.
did you try quiet line test?
check your exchange see if any problems http://usertools.plus.net/exchanges/mso.php
http://usertools.plus.net/exchanges/?
http://btbusiness.custhelp.com/app/service_status
http://bt.custhelp.com/app/answers/detail/a_id/15036
you can also check this post to see if anything applies
http://community.bt.com/t5/BB-in-Home/Poor-Broadband-speed/m-p/14217#M8397
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’.

Terrible connection dragging on for years

Hi,
I have been trying for years to get some sort of a decent service from BT. We have had many engineers round and many, many phonecalls promising it will be better but nothing new has happened.
BT speedtester won't work right now (daytime) cos the connection isn't good enough it says. But on a 'good' internet at 4am its:
Download speedachieved during the test was - 690 Kbps
For your connection, the acceptable range of speeds is 400-1000 Kbps.
IP Profile for your line is - 750 Kbps
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Speedtest.net says 2275ms ping, 0.1mbps d/l and 0.01mbps u/l
Someone else who lives at this house was called by BT and accidentally extended the broadband contract thinking it was the house phone (said they couldnt understand a word they were saying and we got a letter a few days later highlighting our mistake). BT is the most expensive and the worst service but we are stuck with it....
We had a Fibrecity free optic cable installed....their ISP's can guarntee us 25mbps 24/7 (for £10 cheaper) but we are tied in now. Can BT not use this cable??
Please help! What can we do? Its just so frustrating
Many thanks for any responses
ps. sorry for any spelling mistakes i'm typing this on my phone as the 3g is a million times better than the broadband!
Solved!
Go to Solution.

We had a Fibrecity free optic cable installed....their ISP's can guarntee us 25mbps 24/7 (for £10 cheaper) but we are tied in now. Can BT not use this cable??
No, BT cannot use the cable, they can only use the cabling they put up.
Can you please post your ADSL stats by following this direct link; http://192.168.1.254/index.cgi?active_page=9116 << it only works if you have a Home Hub 2.0+ and remember to type your password in! so we can see if there are any underlying problems?
Can you comfirm if you're connected at the Master Socket or an extension? and also post your ADSL Stats connected there
The master looks like this:
Can you please connect to the test socket and see if the ADSL Stats are any better?
Dial 17070 and Press Option 2 for the Quiet line test, do this once with the broadband plugged in and once with the broadband disconnected. Also have you changed your filter?
Regards Edd
Check your Line
BT Speedtester

Terrible connection. Will be leaving

Hi. First off I'm having to do this via my mobile phone broadband as the sky broadband can't stay up for longer than 10 seconds at a time.
The connection repeatedly drops (more than 10x tonight since 10pm) and I'm sick of seeing the diagnostics page as this does absolutely nothing except suggest turning the router on and off or unplug and plug the cables in which again is useless.
Can anyone have a look into what is happening on my line and possibly find a solution or a reason? If this continues much longer my family and I will take our business to a provider that can provide a stable and usable connection

As you were told previously, this is a customer to customer support forum; there are no Sky staff that can answer questions or that can solve the issue directly on the forum. The only way to get the issue fixed is to contact Sky directly by telephone or live chat, as their the only ones who have book a BT Openreach engineer to correct most likely a broadband line fault.

Bthomehub 3 terrible connection on xbox

I recently got a new bthomehub 3. Everything seemed fine 15mb down 3mb up(atleast 20x better than before) But then when I go to play xbox games(bf3 and the likes) connection goes from 4 bars to 1 bar every 10 seconds with me eventually being disconnected.
I phoned up bt got the line tested and there was a fault. They sent round the engineer who said there was nothing wrong on our end. So what next?
Also once I got an error message on my xbox saying my mtu was too low? How do I make it higher?
Regards
Pingu.

bt home hub has a fixed 1500 mtu and is not adjustable
I also suggest you try an Ethernet connection if it has to be wireless which is not the best you could try changing wireless channels and see if that helps
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’

Terrible Connectivity - I'm tired of it, possible to get a full refund?

I've been a Cingular customer for 2 years now and I've never encountered any of the connectivity issues that I am now experiencing with the iPhone. I'm dropping calls and losing signal in places I never had before.
As we speak my phone is showing full service yet it's unable to refresh my email.
This is my second iPhone and both had these connectivity problems. I live in the DC Metro area where Cingular/ATT has strong service.
Has anyone returned their phone yet? How do I go about doing it?
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I've had issues with using the EDGE network to get on the internet and update the widgets. Sometimes it just doesn't work. I'm going to try sticking it out and see if AT&T/Apple can work out some of the bugs over time. I know it's frustrating to fork over $600 and have to deal with bugs. However it is a new device and sometimes being on the cutting edge means you're going to bleed.

Terrible Connection speed newly installed

My BT line was activated on the 12/11/14 however my service was not actually in use until 20/11/14, it worked fine for the first day or two however yesterday I started getting some issues. The broadband kept cutting out and the Hub kept restarting, and when the broadband DID work my speed was incredibly slow and choppy. I ran a speed test this morning and the speed has improved SLIGHTLY but it is still only Running at around 1.4mb download speed and 0.19mb upload! This is ridiculous! I'm paying £20 a month for speeds of between 15-17mb and the maximum i'm getting is 7!!!!
I called BT and they told me something about an issue with sync or something? and they are sending an engineer round tomorrow.

assuming you have a hh5 can you go to hub manager then troubleshooting then helpdesk and post stats 1-12
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If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Terrible connection on certain network

Hi, I generally don't have any problems with internet on my Mac (in fact, it's usually faster than any other computer) but on this particular network, I always have very bad internet.
It's not slow, but after loading a few pages on the same site, it just gets stuck loading for 2 minutes.
This happens mostly on newgrounds.com, but also sometimes on other websites.
The thing is, this does not happen on any of the Windows computers on that same network, just my Mac.

Well, the bad network is in my dad's house, the proper one is in my mom's.
I'm now on the bad network again.
Also, I think I'm already using OpenDNS.
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BT Infinity Connection Dropping but BT refuse to a...

Hi,
So in September we got BT Infinity. It was a hassle and handled terribly by BT customer service but we eventually got it. It's been working fine for around five months but within the last few weeks we have been having connection issues.
Over Easter I have spent over 10 hours on the phone to BT via my landline and mobile trying to get a solution, but all I have got is a repeated denial of my problems.
On the 27th March I called BT to report that our connection had been repeatedly dropping over the past few weeks and a fault was opened. I was told I would be updated but no-one called back despite promises they would do.
I called BT on the 28th March to follow up my issues but was met with an advisor who lacked knowledge in the issue and simply told me to continue monitoring my connection.
I called BT on the 3rd April as there had been no improvement in my connection, which is dropping multiple times per day, and on this day 7 times. After going through the same repetitive questioning session about how I connect to the internet, a deep line test was run, and it was decisively concluded that there was a fault with the line within BT's retail servers. I was told this would be followed up and promised a call back on the 4th April.
After I had not received a call back on the 4th April within the time allocated to me, I called BT where I was met with an awfully rude woman who had no interest in helping me and went on to suggest what I was saying was an outright lie and she categorically stated there had been no call back booked despite me having the text in front of me which confirmed it.
After being told to 'continue monitoring my line', a slightly repetitive phrase favoured by BT Customer Service, I called back as instructed on the 8th April. Again, I went through a repetitive process before finally making some sort of progress and being sent a new home hub.
My new home hub arrived on the 11th April and made no difference to my problem. I therefore called BT and spoke to an advisor who told me he could only assume the Home Hub was sent in error, as he was absolutely adamant it would make absolutely no difference to my situation. I was told to 'continue monitoring my connection' over the next few days but before he ended the call I asked him a number of questions, none of which were adequately answered.
Why is our connection dropping? Rather than giving me an explanation as to why it is dropping, he told me that we are lucky it only drops a few times a day! He said 'everyone in the world suffers from a connection which drops multiple times per day' and that 'there is absolutely nothing we can do because there is no problem'. He told me about rate-adaptive lines, which according to him 'are used by every household in the world' and that these lines 'inevitably drop out up to five times a day, which is normal and acceptable'.
So how many times can it drop before it's considered a fault? The basic answer I received is that there is no limit! It doesn't matter how many times it drops, it absolutely normal! Only if it drops '20-30+ times per day' is it considered a problem worth solving to BT.
Why do you never call back (in particular, why did no-one call back on the 4th April, and why did an advisor accuse me of lying about the call back)? They said that when the issue is escalated from Level 1 to Level 2, it is impossible to see any contact between the customer and Level 1, so when the call back wasn't arranged as it should've been, there was no way BT could've known. He apologised for this and the way I was treated by his colleague.
Why was a fault reported on the 3rd April? Why have I not been updated since? Simple answer from BT. There probably was no fault, that was probably also incorrectly opened. Note the key word probably. The advisor I talked to said he had no idea what happened in any of my previous calls and that there was no way he could find out why the fault was opened, or listen to the call (despite all calls being recorded). He said it was impossible for Level 2 to hear the content of any calls made with Level 1 and that it was 'impossible for an advisor to take notes for a call lasting more than half an hour'.
I recieved a call back today on my mobile where I was told just to continue monitoring the fault. However I was also told, again, quite categorically, that there is nothing wrong and that he would happily send an engineer in three days but that 'he would be able to do absolutely nothing. It would be a waste of time'. The advisor also refused to give any details on how much this would cost and was desperate to end the call saying 'goodbye' despite me being mid sentence multiple times.
I have now been told to 'continue monitoring my connection' and await another call back on Friday, by which point I will have wasted many more hours on the phone to BT.
Your customer service is disgusting. Your lack of compassion and understanding is disgusting. The way you totally mislead customers is disgusting.
And now for my top BT Operator quotes (or near quotes, as obviously no-one has any idea what was said in these calls, not even BT!):
"If your temperature raised to 100 degrees celcius but then went back to normal, there would be no problem, it's the same with broadband"
"Everyone in the world has a rate-adaptive line and everyone in the world should expect their line to drop"
"If your line only drops 5 or 6 times a day there is no problem, you obviously should've known this before you signed up for Infinity"
"There definitely is a fault.... there definitely isn't a fault" - the trademark conclusiveness of BT
"We can limit the speed on the phone line, but it would have to be to 1mb" - this is despite absolutely contradictory help published by BT
But despite these humorous moments, I have wasted a huge amount of time on the phone to BT.
I have one simple demand. Stop the broadband from dropping multiple times per day. If you cannot do this, let us leave, as you are not meeting your contractual obligations and therefore we shouldn't have to either.
And please... don't apologise for your colleague not calling back in the first minute of the phone call and then not call back.

Hi Bryan,
Like yourself and many, many other people who come to these forums - I have been experiencing the same problems. Constant disconnections, and recently, speed dropping to 4Mb in the Evenings (I'm supposed to be getting 74Mb).
It's ridiculous with how many people are experiencing these problems and BT are blatently ignoring it. To add insult to injury, this was posted in February. A statement from BT basically saying "Well you're all gonna be having problems, but it's on you."
Don't fret though, the moderators, and other people from the community can be fantastic help.
Purchasing an Openreach modem, suggested by ray_dorset, I'll still be awaiting for the Huawei 612, V3b modem to arrive and hoping this will fix the drops in speed. I currently have an ECI modem fitted in, which has stopped the disconnects, but have not stopped the speed drops.
For anyone reading this who is unfamiliar with modems as I was:
As far as I know, there's currently two types of Openreach Modems. Every exchange is built with a certain "chipset" which will work best with these modems (explaining in simplistic terms and I could be very wrong, so I am happy to be corrected.)
The Two Openreach Modems:
Huawei 614
ECI
From the advice I have been given by the moderators, if you're new to BT Infinity, then your exchange may have only recently been built, which is then most likely to have a chipset which will work better with Huawei modems. I'm about to find out this by next week.
If, in some horrible scenario it doesn't work and the speed is still constantly dropping, then you may need to fork out and purchase a new router (BUT KEEP THE MODEM). Many people have said their internet has been fixed by doing this.
One of the things I did find pretty hillarious however, is that I did call up BT the other night due to having terrible connections. He told me to take out my modem and just use the home hub 5. He then kept telling me to change a few settings on the HH5 and run a speedtest. Every, single, time we changed something - the speed would get lower and lower, followed by an "Uhhh, monitor your speed over the course of this week and then we'll call you back."
I'm sorry, but BT customer service have no idea how to fix this, so don't waste your time ringing them. I genuinely feel bad for them too, they have to put up with our **bleep** while the engineers at BT who work on the firmware for the HH5 can't be arsed to try and fix it any further.
Seriously, mate - just try the steps above, come to the forums if you need help because you're more than likely to get a better answer. I know it sucks not being able to call up BT because they're just going to give you a bunch of BS, but if everyone who had a complaint on this forum worked for BT tech support, maybe there'd be more satisfied customers.

How's my line? Inconsistent connections

Good evening,
I am emailing on behalf of a friend who isn't very technical but has a long standing issue with their broadband.
First I'd like to explain that my customer is around 3.5mi from the exchange and that the area he lives in is rural but on the fringe of town. There is a private lane to access his house which is a further 0.5mi from the main road. I used to rent a cottage from them on the same piece of land and I used to get a very consistent 2mb line about 7 years ago. They however, have terrible connection problems. The connection is less than 512kb and the line drops very frequently. There main house is 20 paces from my old cottage where the connection back then was excellent.
They have spoken to BT many times over the past couple of years but always seem to get nowhere as it either gets a little better (connectivity periods, not speed) or something isn't acted upon. However, they are now running three different companies from there and really need to get a faster connection and a far more stable one at that!
I have logged onto the home hub and checked the line status and thought I would post them on here to see what people think of the statistics:
Modulation: G.992.1 annex A
Bandwidth (Up/Down kbps): 96 / 416
Output Power (Up/Down dBm): 10.0 / 13.5
Line Attenuation (Up/Down dB): 31.5 / 63.5
SN Margin (Uo/Down dB): 7.0 / 9.0
Vendor ID (Local/Remote): TMMB / ALCB
Loss of Framing: 0 / 0
Loss of Signal (Local / Remote): 74 / 0
Loss of Power: 0 / 0
Loss of Link: 0
Error Seconds (Local/Remote): 79 / 0
FEC Errors (Up/Down): 0 / 13,636
CRC Errors (Up/Down): 0 / 974
HEC Errors (Up/Down): 0 / 619
Line Profile: Interleaved
I'd appreciate it if someone could make some sense of this for me so that I can contact BT with the right suggestions to make to them as we seem to be getting nowhere with it.
Thanks in advance,
Paul Pitchford.

with an attenuation of 63.5 (as high as hub shows) you are line is at least 4.6km from the exchange and probably even more.
have you tried the quiet line test dial 17070 option 2 - should hear nothing - best done witha corded phone
are you connected to the master or test socket or somewhere else?
also check this post
http://community.bt.com/t5/BB-in-Home/Poor-Broadband-speed/m-p/14217#M8397
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’.

Terrible Connection

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