Total Broadband connectivity issues

My mum has been having a problem with her broadband for ages her telephone is really really crackly and her home hub 3 has a constant flashing purple broadband light it might go blue and work onece in a while we had an engineer came out and he said he tested the line and everything was fine, He said my mum needed to get cordless phones rather than have a plug in extension into the living room, I explained that we had disconected everything and then connected the hub at the main socket in the hall but the problem was still there he said it was because of the extension and made his goodbye's and was gone so she is paying for broadband but cannot use it, so today I disconnected all extensions and phones and connected the home hub to the master socket and waited for most of the day and it made no difference she still cannot get a steady blue broadband light, I then removed the hub and reconnected the extensions and phones and sure enough even without the hub the line sounds like frying chips my personal oppinion is it may be the cable from the house to the pole as mum hasnt been on BT for years and her line still comes into a green GPO box in the hall and the cable on the outside wall is really old grey 2 core cable which looks like bell wire from a doorbell, she only joined bt earlyer this year.
Please can someone offer some help as we are getting to the point of telling BT to shove it because we do not want mum to go out and spend a fortune on cordless phones because that will not fix the problem

even if you use the master socket with nothing conencted to the extension sockets the extension wiring is connected and may well be the cause of your problem. the only way to eliminate your extension wiring is to conenct to the test socket
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Similar Messages

Broadband connection issues

Ever since we got our new sky box as the old one was broken we've had nothing but issues, the lights stay white but every 10 minutes the Web page we were browsing comes up with 'we believe your sky broadband has dropped. Please follow these steps.' I was doing a very important download once and the wifi dropped. We don't get yellow lights the lights don't change and the broadband strength bar remains the same. But when we run a diagnostic tests a yellow triangle comes up. Last time this happened we found out someone had mixed all the telephone wires outside up but even after it was fixed the problem remained. I can hardly do anything it's frustrating. We have sky fibre supposedly the fastest one from sky. It's annoying since we've never had problems before. Help is appreciated

There is no need to make identical duplicate threads and doing so is against the forum rules(its considered spamming).
Are all your effected devices connected wirelessly?
Have you tried changing the wireless channel?

Huawei E1762 USB Broadband connectivity issue in macbook pro 13" 2011:

The Dongle is giving issues with Mac book Pro 13" Feb 2011. This is my first Mac and so i dont have idea if the same problem existed for other macbook pros. The speed drops to zero and sometimes it gets disconnected automatically. I also tried using the Mobile partner dashboard for the huawei E 1762 but it doesnt help.
Is anyone facing the same problem? Please help as i have to travel a lot and using USB broadband is the only option.

I have read some of the dongle firmware need to be upgrade, check with your ISP.
Im using a E1550 3g dongle which after I have updated my MBP to 10.6.7, it didnt work at all. Called my ISP, use Vodafone program instead of Mobile partner, and it works great now.
Hope this is helpful.

Puzzling Broadband connectivity issue

Have Homehub 3.o, and work with an HP Chromebook. No problems till last week, when suddenly found myself unable to connect - or at least the connection is there and strong, all blue lights on, but unable to reach internet. BUT if I connect via BT wifi-with- FON there is no problem. BT tech support unable to solve issue. Other (windows 8.0) laptop in house able to connect. My Chromebook says there is a DNS failure. I've no idea what this means. Any ideas out there? Please keep it simple as I am not a techie.

Try a factory reset of the homehub by pressing a pin into the recess button on the rear for about 20 seconds.

Mobile broadband connection issue

I just bought MBP (first ever and was so excited ) and connected my mobile broadband dongle to it. It told me to install software and then go to Network Settings and "enable" the device. The device does not appear in the list, only wifi/ethernet/firewall, not my USB Broadband. Does anyone know why? Have installed it twice and restarted and everything, but I plug in the USB dongle and it gets recognised but I cant connect, it works on my old computer tho...

USB is not inherently a Mac Networking protocol. To make it recognizable as one, there needs to be some software that is run to configure the USB device and make it appear as a Network device.
Check in the downloaded software for a setup or configuration program, and run it.

Unable to connect to Total Broadband suddenly - re...

I should start off by saying the only reason I am not using a Home Hub with my Total Broadband is because about a year ago I had to get it replaced and BT in their incompetance managed to send me a business hub instead.
I was going to send it back but then I read on the forums (see posts like http://community.bt.com/t5/BB-Speed-Connection-Issues/BT-Broadband-with-non-BT-Home-Hub/m-p/350297/h... that any username/pass would work so I just kept it as I needed the connection to work without waiting another week for a new replacement.
So for a year or more I've been running fine with a business hub using some [email protected] username and junk password.
Last night, in the middle of watching something on iPlayer my internet suddenly cut out and when I look at the hub, the Internet light is now Red (even though the 'Broadband light is green). The hub status page tells me DSL is connected fine but no internet connection.
And for a while at least (can't reproduce now for some reason) When I tried to visit a web page, I got redirected to the hub gateway page saying 'unable to connect your broadband with that username/password please set up your connection details correctly' or something to that effect.
Needless to say, I've tried rebooting and reseting the hub many times and tried every possible suggested username/password pair I can find online for people running non-homehub hardware, despite the fact that apparently it shouldn't matter on a Total Broadband line which authenticate by phone number anyway.
There are no reported outages in my area and I have a perfectly fine DSL connection according to the hub, just no Internet/PPP connection.
I'm really hoping someone here has some good advice about this situation because I am absolutely sure if I have to phone BT customer support it will take me an hour just to convince them I don't have a home hub but no it's not my fault for using third party hardware because they supplied the **bleep** thing.
Has anyone else had the same? Can a fault on the line cause this or has BT suddenly changed their authentication scheme overnight? Given a lack of others complaining about this I guess not.
Any help gladly accepted although I feel I may have to grit my teeth and pick up the phone soon...

In case it helps anyone else:
BT live chat were helpfull and suggested using [email protected] and a host of other settings.
That didn't change anything so I'm getting a replacement (hopefully a homehub this time).
I'm still none the wiser about why this suddenly happened - it's plausibly a fault in the hub but given the fine DSL connection it seems likely that is not the issue.
But never mind. If the new hub works I'm happy enough.
And after my comments about BT phone support, I feel I should say that the live chat experience was significnatly better although I guess for most people it is not an option (as they don't have an alternate internet connection!).
Thanks imjolly for the reponse.

Slow Broadband Connection - Likely IP Profile Issu...

Hello,
For an age I've had a rubbish broadband connection, but the hassle of call centres and engineer visits have put me off sorting it out. In August I got frustrated enough to try to get it resolved - I have a couple of work/study things that need a decent internet connection. After repeatedly trying all the troubleshooting guides and the suchlike, I finally noticed a reference to IP Profiles on the BTW performance test results.
Further research suggested my practice of turning the Home Hub 3 off when not in use has likely resulted in a fault profile being created, limiting me to 0.25Mbps. This conclusion was backed up by a relative and a friend who are BT engineers. I left the Home Hub 3 on for 30 days, but there was no improvement. I turned the hub on and off to see if it needed to reset itself, but no improvement. It has now been on for 12 days. The advice on the forum and from others seems to be that I need BTW to reset my profile as it has become set at the fault level, because I left it too long to sort out.
I have now sent an email to BT support, but the initial response suggests they are going to go through every step on the way, despite me laying out all of this. I keen to know your thoughts on if I'm in the right diagnosis area and whether there's a quicker way to get the IP Profile reset to see if that is the issue?
Many thanks,
Gavin
BTW Performance Test now:
Download speed achieved during the test was - 0.25 Mbps
For your connection, the acceptable range of speeds is 0.1 Mbps-0.25 Mbps.
IP Profile for your line is - 0.25 Mbps
Upload speed achieved during the test was - 0.8Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.83 Mbps
ASDL Line Status now:
ADSL Line Status
Connection Information
Line state: Connected
Connection time: 12 days, 22:13:59
Downstream: 286.3 Kbps
Upstream: 1.016 Mbps
ADSL Settings
VPI/VCI: 0/38
Type: PPPoA
Modulation: G.992.5 Annex A
Latency type: Interleaved
Noise margin (Down/Up): 31.5 dB / 6.0 dB
Line attenuation (Down/Up): 13.1 dB / 8.0 dB
Output power (Down/Up): 18.1 dBm / 12.7 dBm
FEC Events (Down/Up): 0 / 8929
CRC Events (Down/Up): 1 / 13883
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): 0 / 2794
Error Seconds (Local/Remote): 1 / 441

it is not an IP Profile issue as on ADSL2+the profile follows the connection speed automatically your problem is a banded profile caused by a number of hub disconnections /restarts you need to maintain a stable connection 24/7 for the next 3/5 days and then your noise margin will then start drop and your speed start to increase this link explains more http://forumhelp.dyndns.info/speed/speed_drop.html
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
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Broadband connection keeps dropping, often without...

Equipment: I have an ancient hub (curious- do we get updates to these or do we just have to make do for years on end?), the first black one which is curved and it has been fine since I got it from a friend some years ago to replace the dinosaur white one BT supplied me with the day I got Broadband.
It is plugged directly into the master socket via a filter which has the only other other piece of equipment on it- a phone.
The Problem: Since about the time I had the BT Talk function turned off (December 2013) the Broadband connection (not the Wifi) has been dropping daily. After that date I noticed that it would drop just whenever I got a call on the landline phone. I didn't address it then because I get perhaps five or six calls a week on my landline and so it was not noticable or an issue.
But tonight it even dropped after just a few seconds in a Google Hangout; something I was able to do last week without problem. I am assuming it is because of the talking, as it must be similar to Skype etc? In total it has dropped randomly about 7 times and 6 or so times during the Google Hangout which I had to abort.
Summary of problem: Basically it is as though the removal of the BT Talk triggered the Broadband connection problem which is increasing in frequency and severity.
Actions taken: I have power-cycled, checked that I don't have a buzz on the phone-line, unplugged, checked and replugged the two cables (power and phone cable to hub). They are not damaged/loose/wet/different from normal. I have also used the trouble-shooter online at BT.
Aside: What I can say is that over the years I have had horrendous problems with total loss of Broadband/telephone and even worse service with BT constantly blaming my "equipment" for the problems and every single time it turned out to be their equipment or even their engineers at fault (one simply unplugged us at the junction and gave our line to someone else and, though, I reported it within minutes of it happening and why, it took days for them to undo) so that I am not entirely surprised that something is amiss.
Question: I am hoping someone here has an answer so that I don't HAVE to phone yet again (I have spent in excess of 60 hours on the phone with BT over the lifetime of this service with 37.5 spent to resolve one incident) or, worse, get billed £480 for nothing. DOES anyone know what I can do to sort this? Does anyone know what is wrong?
Please and thank you.
may you always do for others and let others do for you ~Bob Dylan

Thank you for your reply john46.
It sounds like a possible high resistance joint have you tried connecting to the test socket and see if that resolves the problem it will also remove the risk of any charges when an engineer attends as they will have to to resolve the problem
Yes.
The only thing I haven't done is tried another filter. Will try that tomorrow. However- it does seem awfully coincidental and nothing has changed here with the hub sitting less than four inches from the master socket as it has always done.
Then again it could just be that the hub is not up to par and the removal of BT Talk might just have been its death knell (mind you- I didn't even have a BT Talk phone any longer- that would have been with the first hub at the princely sum of £70 which never worked due to our line just being too "poor" or something very technical like that).
I am not sure where you have got the figure of £480 from as you will only be charged it the fault is found on your internal wiring or equipment
I didn't "get" the figure of £480 from anywhere. BT did. They charged me £240 for something which was their fault because the lass, allegedly in Bangalore (I grew up on Pondicherry, not too many miles away), misunderstood syntax and presumed to bill me for something the engineer already determined was not my responsibility. And when I telephoned to tell BT that I had been billed in error her colleague billed me again instead of refunding me: £240 + £240 = £480
It took an inordinate amount of patience on my part to explain this to a third BT customer service person as they (naturally) refused to believe me when I reported their colleagues' errors.
Had it not been for the 36.5 hours previously spent troubleshooting another problem for BT staff (38 of them- I have all their names and various flights of fancy written down somewhere) I'd have thought I was imagining things.
And so, when the engineer unplugged my line and blithely connected it to a new house in a junction box three miles down the road (as the better half was driving by no less) and we were able to give BT the time and location of where the "problem" authored from, which still only led to an engineer having to be sent to "investigate" the fault at our end some three days late- I was no longer capable of surprise.
It is why I thought to ask if anyone had any experience with connections dropping out here first. Might save me my last marble.
Well- it was worth a try.
may you always do for others and let others do for you ~Bob Dylan

Wifi Connectivity issues with a 2008 Apple Macbook

Hi I have had BT Total Broadband for 14 months with constant issues in relation to the Wifi connectivity on my Apple Macbook. I got Infinity installed and am still having the same issues. Other devices - Iphone and Ipad - work fine but the Macbook only works in one room of my house. I have had the Macbook checked and there are now issues technically with it according to the diagnostic team at the Apple store. I have tried changing channels and nothing like this is helping. BT are insisting I have to pay a cancellation charge of £159 to cancel my Infinity - even though it was only installed on Friday.
The engineer installed the modem and BT Homehub 3.0 router at my main socket into the house which is in an understairs cupboard - the modem and hub are now sitting on the floor!!!! I have been advised that this won't be helping the signal. As soon as I move from the living room to another room downstairs it drops and doesn't work at all upstairs.
I don't feel that there is any point in investing in an Airport Extreme as I have no guarantee that this will improve the level of service provided by BT.
I have also over the weekend tried different wifi networks outside of my house and it works fine on all of these including what is meant to be a less superior Sky Broadband service?
Does anyone have any ideas what else I can try - I have lodged a complaint with BT and am waiting on a repsonse at the moment.
thanks

Hi,
Long time Mac/Infinity user here.
Macs rarely have problems with their wifi, any problems that do occur are more often due to external issues, such as poor siting of the router, or co-channel interference from a neighbouring router. From your testing at the Apple Store and on other networks there is nothing obviously wrong with your machine.
Having the HH3 on the floor is just about the worst place you can site it. Generally you should position a wireless router as high up in the working area as possible; at least desk height is desirable. A very simple thing to try is borrow a longer Ethernet cable to go between the OpenReach Modem and the HH3 and then temporarily position the HH3 higher, say halfway up the stairs. There should be an immediate and noticeable improvement in the signal.
If matters do not improve, make sure that all the Apple Software Updates have been done (connect the MacBook with an Ethernet cable to do this if necessary). Next, completely delete the wireless setup on the Macbook for the HH3 (and any other old setups you may have) and complete the setup of the HH3 from scratch.
You may still find there is a lack of signal and this could be due to co-channel interference with another wifi router in your neighbourhood. Try manually switching the router onto Channel 13 as relatively few ISP's devices use this channel by default. Alternatively try Channel 1.
You can download a free WiFi "sniffer" called Kismac to check what channels are being used by other routers in your area.
To manage the hub, launch your browser of choice and enter 192.168.1.254 (DO NOT put http:// in front of this!) and press Enter. (The Hub Manager software is a PIA and should not be installed; use the CD as a coaster for your coffee cup!).
The Airport Extreme is a very good replacement for the HH3 and is far superior in terms of the WiFi signal. If you want to try one, order it on-line from the Apple Store . . . you can return it if it does not work as expected!

Trying to get broadband connected...

Hello,
I'm writing this in the hope that someone can help me. I placed an order for a combined TV, phone and broadband on 14th May and was given a connection date of 31st May between 8am and 1pm. I took the day off work and at 10 am 2 BT openreach vans parked outside my house. I went down to ask if either of them were there to connect me and they said neither of them was. A courier arrived at this point with all the equipment and I was advised to call and check on the engineer status. I called at 1pm to say nobody had arrived and they apologised, offered a £10 compensation and said that the IT system was down for the engineers so they couldn't access the log but guaranteed that an engineer would attend later that day before 5pm.
I called back at 5 as nobody had arrived and was told that the engineer had reported it as being unable to gain access due to customer not being present. I was absolutely livid at hearing this and demanded that an engineer attend that evening only to be told that they'd finished work for the weekend and Tue 4th June would be the earliest. I asked to submit a formal complaint and the manager that I spoke to in the technical department said that he would note my dissatisfaction and email my partner, whose name the account is in, with confirmation of what they were doing to resolve the issue as well as details of his name, department and position along with the same info on the other operators that I had spoken to. No such email was received but we did get a text to say that we would be connected on Thursday 6th June!
My partner called on Monday to ask why she'd not received the email and to check exactly when we were getting connected as we would again have to take time off work. She was told that the text was wrong and that it would indeed be Tue 4th June. She managed to arrange to work from home that day at the last minute and an engineer duly attended but only activated the phone line and, when asked about the internet, said it was "nothing to do with him".
I called BT that afternoon to clarify what was happening with the broadband and was told to not worry, that the service would go live within 12 hours of the engineer visit. I waited the 12 hours and called to check, only to be told that the service had been cancelled by someone in an administrative error and that it would be 2-3 weeks before we could expect connection. I was once again very angry at this news and asked to once again submit a formal complaint. I was told the complaints team was closed and would have to call back the following day.
On Wed 5th June, I called and asked for an explanation as to why the order had been cancelled. I received no explanation and asked to speak to the manager. They said that the manager was on another call and would call me back ASAP. I waited 45 mins and called back, they reiterated that a manager would be calling me ASAP. I waited another 45 mins and still no call. I called back again and spoke with a guy called Stephen in technical, who gave me his personal assurance that the service would be connected within 48 hours of the call. He said he was taking personal responsibility for the case and that I had no further need to contact them. I took him at his word and kept a check on the homehub router for changes.
On the Thursday 6th June, the 'broadband' light went from flashing orange to constant red which, according to the set-up guide, meant that the broadband was active but the username was incorrect. I called to check this with technical and was told that this was incorrect and that red just meant that the broadband line was inactive. He checked further and said the order was still showing as cancelled which again caused me to get a little angry over the repeated misinformation and having to make so many calls regarding the situation. I again asked to make a complaint and again was told the department was closed.
I called again on Friday 7th June, after 12 which meant the 48 hours had elapsed and therefore the operator, Stephen, had not held to his promise to personally oversee the case. I asked to be put through to cancellations, explained the situation for about the 15th time and asked for all the monies that we had paid BT so far to be refunded, along with the £45 that we had spent on BT public WiFi since the 14th May and also compensation to cover my loss of earnings in taking the day off on Friday 31st unnecessarily as well as the bills that we had run up on our mobiles contacting them regarding the situation. They apologised again and put me through to someone in the technical Dept that guaranteed me that they would speak with openreach and get someone out that day. They also took my mobile number and said they would call me back at 4pm with an update. 4pm came and went with no call back so I called once more and requested a refund and compensation. They said that the technical team were definitely acting on the situation and if I held on a little longer, they would make sure the lady I had spoken to would call me. Needless to say, I got no call.
I called again on Saturday 8th June and spoke with someone called Darren in customer retention who said he was sorry that I'd been treated so poorly and gave me a number to call direct on Monday morning to speak with someone regarding the matter. He said that they needed one more chance to put it right.
I called on Monday 10th June and spoke with a customer options Dept operator who said that the order was still showing as cancelled and that he would have to place a fresh order which would take 2-3 weeks. I had lost patience by this point and asked to be put through to cancellations, they listened to the story once more and put me through to another Dept where an operator reiterated that they could process the connection in 48 hours. I said that was no longer acceptable as I'd been assured twice the previous week of this and it hadn't transpired. He then said his manager might be able to get it done that day and put me through to him. His manager said that 2-3 working days was the quickest that it could be done.
I asked to go back to cancellations, reiterated the refund and compensation I expected and was told that I would have to speak with billing about it. I got put through to billing and the guy I spoke to took all the security details but refused to go further unless I told him the payment method used by my partner, saying that the bank name and the fact that it was a debit card wasn't enough. I took his number and got my partner to call but it just rings out at the number he gave us. I called back again and spoke with cancellations. The girl I spoke to there said that she would personally try and sort it out for me. She went off the phone to speak with the various departments and came back saying that the order was still open and that the service should be getting connected in the next 48 hours. She said that she'd call me tomorrow to check if it was connected and gave me a number fro openreach saying that usually it would only be BT operators that could speak to them but this was a public number and that someone might help me out.
I called openreach and the operator said that she dealt with fallen cable poles and holes in the street and that she had no way of helping me and advised me to speak to BT - sigh!
Here's what I think is reasonable - that someone at BT could speak with someone at openreach and, given that the engineers are just as responsible for the delay as the BT operators, arrange to get me connected either today or tommorow. If this can't be done, I think that I should reasonable expect BT to:
refund all the monies paid to them for the package and the up-front line rental
refund the £45 that we've spent on the public BT wifi that should have been free as we had signed a contract with them back on the 14th May
pay for the costs of our calls to them through our mobile providers
compensate me for loss of earnings for the day that I took off to wait on an openreach engineer who fraudulently claimed that I wasn't home
I think that, given the level of stress that this has put both me and my partner under (we both need to work from home and this has proven very difficult for us as we live in a rural area and have to rely on the public wifi otherwise), coupled with the amount of time that I've spent trying to sort it our, that this is the least we should expect.
One of the biggest issues with cancelling the order for me is that there are simply no alternatives in the area. For our postcode of PH15 2AA, I've been told by Talk Talk, SKY and Virgin Media that they can't provide the service as BT charge them £17 a month to utilise the infrastructure therefore they don't offer their services in my area. This would seem then, that BT have a monopoly on the broadban for the area which I understood to be illegal under UK trading legislation.
Does anyone on this forum have any advice at all for me or know of where I can find out alternative ISP's? Uswitch and all the other checkers show that there are a number of ISP's in the area but when I contact them directly they all say the same thing...
Please help - I'm starting to go a little crazy with all this! (I know that some people are reporting that they have waited weeks for connection but I simply can't accept that...)

Well, now we're back to square one - we spent another hour on the phone to BT yesterday and the best they could do was to restart the whole order process from scratch as the orders team had no record of an order ever being placed. I spent yet another frustrating, fractured 20 minutes initially trying to get some sense out of the Indian call centre and the guy that I spoke to in cancellations himself admitted that it was a nightmare trying to get a straight answer out of them. This follows another person in cancellations admitting that they got just as frustrated with the other departments being poorly organised and hard to communicate with. I'd just like to underline the fact that I have no problem with BT outsourcing their call centres to other countries and no problem with people from those countries being tasked with the admin of the order process or customer service. I previously had experience of using the Dutch technical team that ran Be Unlimited's service and they were fantastic - great communicators, well-organised and able to rectify my problem within hours.
The fact is that everyone that I've spoken to in either the orders department or technical department rattles out the same spiel that they must be reading off some card in front of them like a robot. They don't actually listen to what I'm telling them and they obviously have no form of administrative infrastructure that allows them to work efficiently. I have to go through the same process every time, explaining the whole story from the beginning and being given the same empty platitudes and promises every time by yet another office drone. The inter-departmental communications are non-existent and BT's whole systematic processes are abysmal. The whole corporation needs re-organising from the ground up and surely can't continue to be a profitable business for much longer if the volume of customer complaints and despairing posts on this very forum are anything to go by.
To reiterate:
Order placed 14th May, connection date 31st May - engineer to attend between 8 am and 1 pm
31st May, courier delivers hardware, engineers parked outside my house for 3 hours, neither of them assigned to the job, call BT after time window of visit expires and am assured an engineer will attend. Call back after 5 and told that the engineer claimed he couldn't gain entry and all engineers are finished for the day until Monday (despite an engineer attending my work which is located 5 doors down to fix our business broadband connection on a Saturday, less than 3 hours after I called). Make formal complaint and am assured engineer will attend on 4th June and internet will be connected same day
Engineer attends 4th June, claims broadband nothing to do with him, call BT and assured that service will activate later that day, service does not commence and am told the order appears to be cancelled when I call to check. Make formal complaint and am told someone will call me next day, so provide my number
5th June, no call so phone to check/complain - am told manager will call back ASAP. Wait 45 mins, no call. Call back, am reassured that someone will call. Wait 45 mins, no call. Call back again, speak to 'Steven' in orders who apologises and tells me he's going to personally oversee a fast-track of the order that will see it connected in 48 hours and that I have no further need to call them.
Call on 6th June after a change on the homehub router lights to check if this is the service being activated. Am told that the order is still showing as cancelled. Make another formal complaint and am assured that someone will call me back next day.
7th June, nobody calls and the 48-hour window expires. Call to check on status/complain and I'm told the order is still cancelled by orders dept. Ask to be put through to cancellations to get the service cancelled and get a refund, am told that order has not been cancelled. I'm put through to 'senior manager' in order department who guarantees connection that day and that she herself will call at 4pm to confirm. 4pm comes and goes - no call. Call BT to check/complain/cancel order - speak with cancellations who ask for more time and say they will make sure the woman from orders dept calls me. Wait for rest of night - no call.
8th June, phone and speak to Darren in cancellations, he asks that I give them one more chance to fix things and gives me the customer options direct number to call on Mon 10th June
Call BT on Mon 10th June, am told that the order has been cancelled and that they will have to place new order. Try to cancel and get refund, once again talked into giving them 48 hours to connect the service. Spend 4.5 hours on phone trying to get answer to why the service has been delayed/order cancelled. Start to receive random calls on landline, am told that this is the engineer at the junction box testing the line and that he's found a fault which is why the connection has been delayed. Told that service will definitely be activated within 48 hours. I'm also told that someone will call on 11th June with an update.
11th June - no call
Call BT on 12th June to check on connection, told again that order has been cancelled and really start to get angry now. Make another formal complaint and am told that specialist team has been assigned to investigate the case and they will call the next day to let me know what's happening.
13th June - no call. Call BT to check/complain/attempt to cancel and get stuck in the usual run-around with Indian call centre. Don't get anywhere but am one again assured that specialist team are on the case and they'll call me the next day but that they've finished for the day so I can't speak to them.
14th June - no call. Call BT to check/complain/attempt cancellation/make empty threats and am informed that they have no record of an order ever being placed. I freak out and get slightly abusive with operator. Get through to cancellations and speak with 'Steve'. He spends a long time talking to orders dept on my behalf and comes back to say that he will have to start order process from scratch all over again which will take 5 working days. Make another formal complaint. I ask him to check on previous complaint references, he does and says "yes, there's a note here for someone to call you.......today". I ask him what is the point of submitting formal complaints when they aren't even looked at and he tells me it's a 10-day process - I ask why the complaint that I registered on 31st May hasn't been dealt with as that's more than10 days and he has no answer.
Now if you can tell me that this is in any way a reasonable way to treat someone who is paying for you to provide a service then we live on different planets. There is no way that the customer care team can rectify this other than serious compensation which will have to be a **bleep** sight better than the 2 months free line rental that we've been offered so far. I have never had a worse experience as a customer anywhere, with any company. I've travelled in the 3rd world and even there, the utilities companies purvey a vastly superior service than this supposedly flagship company of British technology and communications. I asked an operator if he thought that it was ironic that a telecommunications company couldn't get it together to make a phone call to me after more than 10 promises to do so, unsurprisingly he didn't get it. BT stands for something but my brain lacks the energy to come up with an acronym that is suitably abusive.

BT Infinity Connection Issue (On Going)

Hi, i've been having problems with my connection over the past 2 weeks and since it seems that none of the people i talk to have any idea what's going on, i thought that i would post my issue on here and see if any one can help. I will try to keep this post up to date with any developments, and i will try to respond promptly to any questions.
For a brief summery, see Short story. For more detail, see Long story.
Any thoughts, ideas or sympathies would be apprechiated.
Thanks
//First post, please be gentle
=================
===Short story===
=================
-25th of January: Infinity installed.
-7th of March: Speed drops significantly and connection become unstable.
-8th of March: Problem reported to BT.
-13th of March (Morning): Engineer visits, finds no problem with the line, changes both the router and the modem. No change.
-13th of March(Afternoon): BT calls to claim that the problem is resolved. No change.
-14th of March: Connection on router starts to drop out every 2 hours, but green DSL light on modem remains lit.
-15th of March: Sencond engineer visit, clueless as to nature or cause of problem. Changes router and modem. Performs lift and shift. No Change.
-16th of March: Connection now drops out every 3-5 minutes.
-17th of March: Issue reported as a fault, engineer visit scheduled for the 20th to perform "triage". Optimism: Low.
-18th of March: Very sad student can't play games or do Uni work. =[
-19th of March: Will probably have to go back to Uni over spring break to work. =O
================
===Long Story===
================
On the 25th of January i had BT Infinity installed and was amazed when my download speed shot up to 38MB (from 5), and my upload was a staggering 9 MB (from 0.7). As a gamer, this was at the time fantastic.
However, on Wensday the 7th of March, i came home from Uni to find that my friend's voices on Skype sound all distorted. I decide to do a speed test, which reveals that the speed had dropped down to 3MB download, but the upload was still 8MB. I thought that this was a glitch, so i ran the BT Speedtester and restarted the router and modem etc. No change. Over the next few days, the speed fluxuated between 0-7MB down and 5-8MB up.
Naturally, i contacted BT, who after some convincing, booked an appointment for an Openreach engineer to come over on Tuesday the 13th. The engineer who turned up tested the line and after finding nothing wrong, changed both the router and the modem twice. As baffeled as me, the engineer told me to contact BT again as he was convinced it was something on their end. After 2 hours on the phone (an hour and a half of that on hold), i was told the problem was resolved and all i had to do was restart my router and modem.
I did so gladly, only to find no change in the speed, and another complication. After the problem was "fixed" my HH3 would lose connection every 2 hours, but now, it loses conneciton every 3-5 minutes, 24/7.
However, the Modem doesn't. It's only the broadband light on the HH3 that changes, the green DSL light on the modem stays on. After another lenghty conversation (thank god i dont have to play for these calls) the guy in India was certian it was a line issue, and dispatched another engineer on Thursday the 15th.
The second engineer, who i knew as he was a frind of my father, told me that he had been sent out on a "boost job", whatever that means. Basically, he told me that if he isnt supposed to leave until the problem is resolved. So, after 3 hours of changing routers and banging our heads against the wall with BT, he got them to do a lift and shift.
No change.
Completely stumped and at 6 pm (2 hours after the engineer was supposed to finish work) i let him go home, since there was clearly nothing he could do.
After another 2 hours on the phone with BT, i now have my own number that i can call BT on that connects me to a manager who has "taken over" the problem. He has dispatched another engineer for Tuesday to 20th to do "triage testing". Mean while, i can't do any work for Uni at home, play any games or even browse the internet.

Sorry, that was hilarious. I pressed the reply button and the page came up saying that my router had lost connection.
Anyway,
The speed tests i did with the BT Speedtester told me about the rediculas low speeds, but it didn't ask me do do anything further. However, the Speedtester hasn't worked for me since Friday e.g.
"Test Error
The Performance Tester is currently unable to run a speed test for your broadband connection. Please try again shortly, however if this problem persists, raise the issue with your service provider."
What is a tap3 test? This is the first time i've heard of this.
I have not tried bypassing the Home Hub either. I've been a good boy and only done what BT has told me to.
Do you think that it could help?

BT Connection Issue

I've recently moved home and have transferred my BT connection, however I cannot get a broadband connection.
I've tried both the BT homehub (HH3) and my original router (Netlink) and neither can connect. I've changed the cable connecting the filter to the router and different ADSL filters.
I've gone through the connection issue checklist and have checked the line using the online option (no fault detected). There are no faults detected in my area and I do not use McAfee.
I've tried both my original username and password and the default one.
The broadband helpline number (0800 111 4567) just leads me in circles, referring me back to the order confirmation menu (order completed on the 23rd).
Is there something obvious I'm missing, or do I need to try harder to get hold of BT?
Solved!
Go to Solution.

It does sound like an authentication or misconfiguratuion somewhere, but there is nothing I can do as BT customer.
If you would like to contact one of the UK based BT Care Team who moderate this forum, they should be able to find the problem.
They can be contacted using this link BT Care Team
They normally respond by phone or e-mail, within three working days, however you should get an immediate confirmation, with a tracking number.
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

New HP All in One has slower broadband connection than my previous PC

I've just invested in a new HP AIO i7 Pc model 23-k470na, over the last 2 weeks I have noticed when testing the speed on Speedtest.net that I am only achieving between 87mbps and 95mbps where as with my older HP Elite i7 desktop I'm achieving around 155 to 160mbps
I have checked the Ethernet Satus shows the speed as 100 mbps
The Network adaptor is a Realtek PCIe GBE Family Controller
Any suggestions to achieve the broadband speeds I am used to and paying for
This question was solved.
View Solution.

Hello @fishyhooky,
I understand that your desktop computer's broadband connection is slower than your previous computer, and I would be happy to assist you in this matter!
Does the Internet speed increase if you try a new, shorter Ethernet cable? Have you tried updating the firmware on your router? In the meantime, I recommend following the steps in this document on Resolving Broadband Internet connection problems (Windows 8), as well as Troubleshooting Wireless Network and Internet (Windows 8). This should help improve the speed of your wireless network connection.
If the issue persists, I recommend contacting your Internet Service Provider to examine any issues that may be present on your wireless network.
Please re-post with the results of your troubleshooting, and I look forward to your reply!
Regards
MechPilot
I work on behalf of HP
Please click “Accept as Solution ” if you feel my post solved your issue, it will help others find the solution.
Click the “Kudos, Thumbs Up" on the right to say “Thanks” for helping!

Lack of Broadband Connection

I have had problems with my broadband connection for over a week now.
I have rung BT on two occasions and spent up to 45 mins and 30 mins respectively and been passed around all the departments as no-one appears to have any idea what is the problem.
When I complained on line, miraculously it was found to be a fault with my broadband, and I have been advised that I will be called to sort out - to be fair this did happen the first time, but was not in the timescale indicated so I was not available.
I was then advised I would be called again, I wasn't, but the email reply assured me that I had been - as I have missed call facilities on both the telephone numbers I gave, I know this to be incorrect on the part of the complaints team.
I did call back as requested, but was put on hold and after waiting ten mintues, I hung up - NB I have a young baby and cannot spend time after time on the phone instead of looking after him.
To date, I have no broadband connection and no further contact from the Complaints Team. Suffice to say, I don't feel in the slightest bit valued by BT and you can be assured I will not be paying my broadband bill for this month when a company of BT's magnitude cannot even send an engineer our or similar to resolve
Any help/suggestions gratefully received.
A very very disgruntled customer.......

Hi belle66,
Thanks for the post. I'm sorry to hear about the issues you've had with your connection if the checks imjolly has suggested don't work I'll be happy to look into this for you.
If you need help please use the 'contact the mods' link in my forum profile under the 'about me' section to send in your details. You can find the link by clicking on my username.
Thanks
Neil
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Fed up with speed and connection issues since exch...

Last Monday BT done some upgrade work at our local exchange. From that point onwards we have had speed and connection issues.
I use a Belkin G Router rather that the Homehub some that we can run a printer through it and that is plugged in to telephone socket via an extension. But before we blame any of that we have gone back to the Homehub2 so we could see the difference and there is very little.
We live in the countrside so broadband speeds are not great in any case. About 1.8 mg I guess but we have always had no problems. It was good enough for us and we could watch Iplayer.
I was getting fed up with drop outs and speed and yestereday an Openreach guy came out tested everything could not find any problems apart from speed. He made some calls and was told our band width had been capped. He had that removed and yesterday evening speed was a bit better.
Today just as bad again.
Details from router:
Date/Time          January 25 2012 , 21 : 14 : 25
Version Info
Runtime Code version F5D7633-4Av1_UK_1.00.009
Boot Code Version          1.0.37-5.15
Hardware Version           V1.0J3
ADSL Modem Code Version        A2pB015c6
ADSL
Type
Status   No Defect
                Downstream      Upstream
Data rate             287         440
Noise margin     32.3        18.6
Output power   14.8        12.7
Attenuation       58.5      28.9
Figures from speedtester BT
Download speed: 180 Kps
acceptable range speeds is 100 - 250 Kps
DSL Connection rate 286 Kps (DOWN_STREAM) 440Kps (UP_STREAM)
Upstream Test
Upload Speed 346 kps
Upstream Profile 440Kps
Any help would be appreciated
Solved!
Go to Solution.

Hi Welcome to the forums
Your high noise margin will have a major impact on your speed
If you post the full stats from your router
For homehub – type 192.168.1.254 into your browser
Navigate to ADSL Settings or use the A-Z at the top right of the home page and scroll down to ADSL Settings and click on it
Click on More Details and then post the full results.
also post the full results from http://speedtester.bt.com/
Have you tried connecting to the test socket at the rear of the master socket
Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal
also you could try the hints given by poster RogerB in this link they may help http://community.bt.com/t5/BB-in-Home/Poor-Broadband-speed/m-p/14217#M8397
Then someone here may be able to help and offer more advice.
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’

Total Broadband connectivity issues

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