So I posted a question a couple of months back, with some teething issues when newly connecting to their service. The issue is very intermittent, which makes it hard to diagnose. Essentially, the broadband kept on disconnecting when we received a phone call. This was suspected to be a dodgy install/a star wiring issue. Anyhow, the problem magically disappeared before I was able to escalate it. Two months on, the problem seems to be back with a vengeance.
I'm also getting a fair amount of crackling on the phone line with the BT quiet line test. This is even the case with the interstitial plate (http://www.coolwebhome.co.uk/faceplate/) removed, with solely the phone line connected to the test socket - which would suggest a fault with the phone line? However, even this is intermittent. One moment it can be cracking away quite loudly, another, all seems fine, with a few cracks barely audible every hour and then. Advice anybody?
Who do I escalate this with?
Especially given the intermittency, and how it can sometimes be difficult to reproduce (ie the phone doesn't always disconnect the service). I don't want to call them out and then get charged when they don't find a fault.
It seems to be generally worse on the extensions, with all the faceplates connected. They may try and blame it on the internal wiring. My point is, surely they should have provided a workable service when they came around and installed it, dodgy internal wiring or not? Who is culpable for the internal wiring in this case? Especially given two months has passed since I was connected?
My upload speed is a bit rubbish. Can this viably be improved?
3. Firmware version: Software version 18.104.22.168.22.214.171.124.6 (Type A) Last updated 01/04/14
4. Board version: BT Hub 5A
5. VDSL uptime: 0 days, 00:15:01
6. Data rate: 3609 / 24560
7. Maximum data rate: 3602 / 28588
8. Noise margin: 6.1 / 6.2
9. Line attenuation: 0.0 / 28.1
10. Signal attenuation: 0.0 / 25.1
11. Data sent/received: 1.5 GB / 350.6 MB
Stats from two months ago:
5. VDSL uptime: 0 days, 07:48:15
6. Data rate: 4264 / 26435
7. Maximum data rate: 4249 / 30507
8. Noise margin: 5.9 / 6.3
9. Line attenuation: 0.0 / 28.3
10. Signal attenuation: 0.0 / 25.3
<-- on test socket!