help

hi i have had no broadband since friday have phoned several times gone through all the checks several times finally had an engineer visit today who has said there are no faults on my line and to contact bt phoned them they now want to do all the same tests again i think they may have suspended my account i dont know why as i pay my bills on time and in full but cannot get to speak to anyone who understands that i dont want to go through all the checks again just want to know if they are suppling broadband to me or if they have suspended it for whatever reason does anyone know a number i can call so i can a straight answwer thank you in advance beth

If you pay your bills, why would they have suspended your account ?

i dont know thats why i would like to speak to somone but i have every light on my modem working apart from the internet one that keeps flashing orange and the engineer says that all my lines are working fine and i have to speak to my service provider when i phone they ask me to go through all the same checks and when i ask if my account has been suspended they say they will phone me back and i have heard nothing

If you can access your router's log-in screen, try logging in with the following user names:

bt_test@startup_domain

(password ADSL)

If that connects OK, next move is to try logging in with

[email protected]

(password ADSL)

If that works, change back to your own user name, which should be

[email protected]

If you can't log on with

bt_test@startup_domain

or

[email protected]

there is a problem connecting to the RADIUS server, and you need to get back to support.

(Edited to correct widows and orphans)

Edited by Jaggies (Mon 22-Dec-08 17:31:12)

Whoa Jaggies, that's a bit much for a starter!

(Sorry about mega-link)

http://bt.custhelp.com/cgi-bin/bt.cfg/php/enduser/cci/bt_adp.php?p_sid=&cat_lvl1=346&cat_lvl2=401&cat_lvl3=407&cat_lvl4=411&p_cv=4.411&p_cats=346,401,407,411&p_faqid=7046

Number 4 on that page is most likely to help.

Also,

http://bt.custhelp.com/cgi-bin/bt.cfg/php/enduser/cci/bt_adp.php?p_faqid=9818&p_sid=7ojkb*lj&p_lva=&cat_lvl1=345&cat_lvl2=353&cat_lvl3=374&p_cv=3.374&p_cats=345%2C353%2C374

Is an example of how to get at the "test" socket. Look at step 4, and plug the router into the hidden socket you find once the front cover is removed.

In short, you need to check that,

a) Everything you have connected to the phone line has a filter fitted. Everything. Sky box, Alarm, and so on.

b) The problem is not with your internal wiring.

Once you have done that, report back. Chances are that the test visit you have had was nothing to do with broadband, and was only to do with voice. Mad, I know.

The OP has already had an engineer check the wiring - doesn't appear to be a synch issue so most likely an authentication problem, hence the suggested test logins.

Most voice engineers simply will not get involved in broadband, and "nothing wrong with the wiring" can cover a multitude of sins that can completely stuff up broadband, the two most common being cr*p internal wiring, or lack of filters. A voice engineer will do some basic tests using a lineman's phone, and that's it if the voice part works.

Did the engineer sent ever do any tests with his own laptop and modem?

Broadband light flashing orange = trying to sync. (on home hubs) A failure to authenticate would normally result in a red light.

A handy, though slightly oddly worded guide is

http://bt.custhelp.com/cgi-bin/bt.cfg/php/enduser/cci/bt_adp.php?p_sid=mc4ZKYlj&cat_lvl1=346&cat_lvl2=401&cat_lvl3=402&cat_lvl4=405&p_cv=4.405&p_cats=346,401,402,405&p_faqid=10282

bet, please try connecting the router into the test socket and see how it goes.

Edited by deleted (Mon 22-Dec-08 19:24:11)

thank you for your replies i am back up and running now managed to get somone on the phone that managed to sort it dont know what the problem was but its fixed for now thanks gain beth