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Standard User os1
(newbie) Sun 22-Jun-14 15:42:46
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Phone and broadband fault


[link to this post]
 
Broadband faults:

- loses sync
- sometimes the internet takes a few minutes to come back
- downstream sync speed slowly deteriorated from over 70000 to 16000
- upstream sync speed much more recently deteriorated from 20000 to 9999

Phone faults:

- background noise during calls
- engaging dial tone then hanging up causes broadband to resync

Initially the noise was loud and frequent but since the sync speed has badly deteriorated it isn't as frequent/noticable and the hanging up doesn't always cause the resync.

BT support agents at level 2 have repeatedly spoken to order management to have my broadband activated/renumbered to my land line number but nothing ever happens.

From the Helpdesk section of the BT Home Hub:

Few days ago:

3. Firmware version: Software version 4.7.5.1.83.8.173.1.6 (Type A) Last updated 08/05/14
4. Board version: BT Hub 5A
5. VDSL uptime: 0 days, 00:04:23
6. Data rate: 9999 / 16495
7. Maximum data rate: 24103 / 83274
8. Noise margin: 13.3 / 24.9
9. Line attenuation: 0.0 / 17.1
10. Signal attenuation: 0.0 / 17.1

Yesterday:

5. VDSL uptime: 0 days, 01:32:49
6. Data rate: 8491 / 14996
7. Maximum data rate: 12721 / 16657
8. Noise margin: 5.9 / 5.2
9. Line attenuation: 0.0 / 25.3
10. Signal attenuation: 0.0 / 25.7

Now:

5. VDSL uptime: 0 days, 01:18:14
6. Data rate: 8491 / 14998
7. Maximum data rate: 21763 / 79247
8. Noise margin: 13.1 / 24.5
9. Line attenuation: 0.0 / 17.9
10. Signal attenuation: 0.0 / 17.9

Any advice on how to talk to BT support?
Standard User jcym
(fountain of knowledge) Sun 22-Jun-14 18:41:10
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Re: Phone and broadband fault


[re: os1] [link to this post]
 
Sounds like an intermittent HR (High Resistant) fault and using the phone can for a period 'remake' the connection due to the burst of current. That needs an engineer to check for the problem between you and the cabinet. But if you're getting noise/crackling on a phone noise check then I would report it as a phone fault first. For if that is fixed then your broadband should also be fixed, though you would likely need to get them to reset your profile once done to get your proper speeds back.
Administrator MrSaffron
(staff) Sun 22-Jun-14 22:03:20
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Re: Phone and broadband fault


[re: os1] [link to this post]
 
Given it does look like a high resistance fault what is the reason for the renumbering ?

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.


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Standard User os1
(newbie) Sun 22-Jun-14 22:22:45
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Re: Phone and broadband fault


[re: MrSaffron] [link to this post]
 
The support agents have told me doing so will resolve the faults.

I'm starting to wonder if they know what they are talking about. When I ask for more details they've suggested a crossed line and the broadband renumbering will solve it.

Last year I queried the broadband being activated on another customer's phone number when I noticed it in the MyBT Broadband Usage section but BT said it isn't a problem and that it happens to a lot of customers. It hasn't been a problem as my phone and broadband worked well for months.
Standard User os1
(newbie) Sun 22-Jun-14 22:29:13
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Re: Phone and broadband fault


[re: jcym] [link to this post]
 
Thanks. I'll speak to support tomorrow about switching to a phone fault.
Administrator MrSaffron
(staff) Sun 22-Jun-14 23:02:57
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Re: Phone and broadband fault


[re: os1] [link to this post]
 
Sounds like they have the wrong end of the stick the phone numbers and other identification numbers are virtual and changing those will do nothing to the line.

A lift and shift at the exchange end might fix an exchange wiring issue
Shifting the pair used for the line in the street might fix it
Best method is for someone to test the line and look for a HR fault, presuming that all wiring inside the home has already been eliminated

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Administrator MrSaffron
(staff) Sun 22-Jun-14 23:04:01
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Re: Phone and broadband fault


[re: os1] [link to this post]
 
NOTE: Test the line with all the broadband kit disconnected first, since reporting a voice fault when its only present when the modem is connected will generally get you nowhere and might get you charged for the visit

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User os1
(newbie) Mon 23-Jun-14 12:43:12
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Re: Phone and broadband fault


[re: MrSaffron] [link to this post]
 
Logged in this lunch time to find:

5. VDSL uptime: 0 days, 00:35:03
6. Data rate: 15000 / 34994
7. Maximum data rate: 23072 / 84489
8. Noise margin: 9.7 / 14.6
9. Line attenuation: 0.0 / 17.2
10. Signal attenuation: 0.0 / 17.2

This is the first improvement since it deteriorated badly two weeks ago.

I also checked the Quiet Line Test (17070 option 2) and there was occasional crackling and popping sounds but mostly it was perfectly clear. The broadband did a resync after hanging up:

5. VDSL uptime: 0 days, 00:01:13
6. Data rate: 15000 / 34994
7. Maximum data rate: 21698 / 82521
8. Noise margin: 8.4 / 14.3
9. Line attenuation: 0.0 / 17.2
10. Signal attenuation: 0.0 / 17.2

I'm just about to do the test as you suggested with the broadband kit disconnected and use a corded phone.
Standard User os1
(newbie) Mon 23-Jun-14 15:00:34
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Re: Phone and broadband fault


[re: os1] [link to this post]
 
I tested with only the corded phone connected to the master socket. I heard bursts of crackling/popping noises over the dial tone and during the quiet line test but most of the time it was quiet. I reconnected the Home Hub 5 and tested again with similar noises and the broadband did a resync after hanging up:

5. VDSL uptime: 0 days, 00:01:44
6. Data rate: 15000 / 34994
7. Maximum data rate: 21588 / 74019
8. Noise margin: 9.1 / 11.5
9. Line attenuation: 0.0 / 17.8
10. Signal attenuation: 0.0 / 17.8
11. Data sent/received: 0.1 MB / 0.2 MB

It also did a resync without any phone activity while typing this post and it's deteriorated again:

5. VDSL uptime: 0 days, 00:01:11
6. Data rate: 15000 / 21417
7. Maximum data rate: 16029 / 22231
8. Noise margin: 5.1 / 3.7
9. Line attenuation: 0.0 / 21.2
10. Signal attenuation: 0.0 / 21.3

Will contact support now. Hopefully with this information they will be able to start the process of resolving the fault.
Administrator MrSaffron
(staff) Mon 23-Jun-14 15:14:31
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Re: Phone and broadband fault


[re: os1] [link to this post]
 
As present when the broadband is unplugged then no need to mention broadband at all when reporting the fault

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
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