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Hi All
I posted on the BT Forums without getting much response and someone suggested I posted here.
We ordered BT Infinity 3 weeks ago and where promised a minimum speed of 33mbps, we are currently getting 1.3Mbps, prior to this we got to 2.4Mpbs
The cabinet we are connected to (Seaforde CAB 5) was built 2.5 years ago but was never activated due to unforeseen issues. Three weeks I received an email saying our exchange had been upgraded and the Openreach website said we could now order Fibre. The website was now showing us being fed from CAB 9 which is around 3 miles away (too far, I know)
Since the activation last Friday our phoneline is crashing and broadband is not working and when it is, it's barely usable
Quite obvious that someone has made an error somewhere along the line but after 4 engineer appointments and umpteen phonecalls to BT no one seems in any hurry to fix the issue.
Anyone have any advice or have any idea what the issue is with Cabinet 5 on the Seaforde exchange in Northern Ireland ?
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First port of call...
If you unplug all broadband kit, filters, modem from the phone line is the telephone working properly? If it does not work at all, suggests what is known as a 'one leg disconnect' where one of the pair of wires is not connected, if it is intermittently working then suggests maybe one or both wires are loose.
In terms of location, where is the actual cabinet that you think you are served by in terms of distance?
The fault with the phone needs clearing and likely doing that will clear the broadband issue, showing the phoneline issue with no broadband kit attached may make it clearer to support and engineers attending what is wrong.
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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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Put your phone number in the dslchecker at www.dslchecker.bt.com and this will show you your estimated speeds and which cabinet you are connected to.
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Register (or login) on our website and you will not see this ad.
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DSL checker is wrong apparently
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In what way? Who says it's wrong?
What speeds does it estimate for you? Which cabinet does it say?
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These faults started happening immediately after the infinity activation. It's not a coincidence Engineer was out on Saturday morning and checked everything and there was no issues
Per the engineer the cabinet my phone goes to is 300m away and not the one the DSL checker and openreach website which is 3 miles away
Cabinet it says I am connected to it newly activated and my guess is someone has included my address on the database which is incorrect
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It says Cabinet 9, with speeds between 35Mbps to 49Mbps
My phone line physically goes into Cabinet 5 and this cabinet is not active
Cabinet 9 is too far away to get anywhere close to those speeds
DSL Checker is wrong!!!
Edited by deleted (Tue 24-Oct-17 11:40:43)
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DSL Checker is wrong!!! So you keep saying. Who says it's wrong?
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Can I post images?
Engineer said it was wrong and what he was saying made sense
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Can you confirm if you have infinity or not? If you do then whatever cabinet you are connected to must be enabled.
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I'm no expert but you're not going to get 33Mbps off a cabinet 3miles away
Someone in the BT call centre seemed to think that my connection issues where being caused by a conflict in the data. Exchange is trying to prvide me with VDSL through Cabinet 9 when in fact I can only receive ADSL and it's going through Cabinet 5. He didn't know how to get it rectified though
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You can only link to images by posting them on a website e.g. www.imgur.com and posting a link here.
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I am on an 18 month infinity package. Cabinet 9 is fibre enabled and this is the one openreach says I'm connected to. In reality I'm physically connected to Cabinet 5 which is not fibre enabled.
I'm contracted to get infinity but with current setup, it's not physically possible
Openreach's information is incorrect. Cabinet 9 is newly activated and I'm guessing someone has made an error when updating the database
All properties on Cabinet 5 are showing as Cabinet 9
I'm assuming this is extremely unusual?
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Which modem are you using? Can you post the line stats from the modem which should show if you're on ADSL or VDSL please?
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BT Smart Hub
Modulation is showing as G993-2 which I understand is VDSL
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What is the attenuation as this indicates line length?
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Line Attenuation: 55.3 dB
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You say your phone line is "crashing" but what does that mean? No dial tone?
I see in your BT thread they are offering Mod assistance. Good luck with that.
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Phone line has stopped working 4 times and requires an engineer to fix week. No fault since Saturday
Hub turns orange around lunchtime and turns blue between 9-10pm. Done this for the last three days
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I take this is very unusual?
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Yes
And the explanations of cabinets and checkers is confusing the issue.
55dB downstream attenuation for VDSL2 is VERY high and sounds wrong. If the phone fault is fixed and line is quiet and working 100% now after a fault fix on Saturday, then raising that now is complicating the fault finding that people are attempting.
In short its keep on at BT who are your interface to Openreach. A small chance that somehow you line is going all around the houses to reach you and this should not be the case but without spending time on the ground and tracing everything hard to say for sure.
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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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So its not the exchange that provides VDSL, its the FTTC twin to the Cabinet that has the DSLAM that provides the VDSl broadband, the exchange really has nothing to do with VDSL, and it may be another exchange completely that the FTTC cabinet is connected to. Not sure if this is confusing you
With a 55Db attenuation then the length of the copper from your modem to the Dslam is approx 3Km plus hence why your connection is so low.
You need to approach this fix in 2 stages, 1 get your voice line working and stable without referring to a Broadband fault, then once this is confirmed as 100% OK and you still have broadband issues, then raise the broadband fault.
BT / Openreach are the only ones who can fix this.
Edited by deleted (Tue 24-Oct-17 13:26:48)
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I'm not confused at all
Voice line has worked since Saturday (went down 4 times last week after it had apparently been fixed), Sunday and yesterday, our broadband went down and automatically came back after several hours of downtime.
Problem is, everyone I speak to says that they can't help and it needs to be dealt with by someone else. I was told I would be contacted yesterday, no one called. Called last night and got through to the department that should have called me. They said someone had incorrectly reallocated me to a different department who wouldn't be able to deal with the issue. He promised someone would call today, still waiting
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You mention that one cab is live for FTTC and the other not .. and say that your router shows it is connected via VDSL, therefore you must be connected to the live cabinet.
I doubt a VDSL modem would sync at such high attenuation, and that makes me wonder if you have a duff router ?
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Line Attenuation: 55.3 dB is the attenuation still this high now your phone has been fixed?
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I'm no expert and probably only have a basic understanding, but when the engineer activated the infinity he would have need to switch my line from ADSL to VDSL. This was done in the active cabinet I'm guessing?
Router was working fine on the ADSL and I only got it in August
Where do I stand in relation to the 33Mbps? Should I expect BT/Openreach to honor that commitment?
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Not at home, but line was working when I checked those stats
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If you had one leg disconnected, your attenuation would be very high and your VDSL connection would still work but your phone wouldn't. I wonder if this is your situation?
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My speed before was 2.4/0.5 and now it is 1.3/1.6. Is it the line only supports 3 and the VDSL activation has distorted the download/upload ratio?
Phone and internet working when I left this morning. Hub flashes orange to pink if phone and internet stops working. If internet stops working hub flashes orange, phone still works
We had this installed on the 13th and first week it was the phone and internet, since Saturday it has just been the internet going down
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In reality I'm physically connected to Cabinet 5 which is not fibre enabled. That is physically impossible I'm afraid. You can only be connected to a live cabinet if you have VDSL sync. If cabinet 5 definitely isn't active, then you are indeed connected to cabinet 9, which matches the low sync/high attenuation you are seeing.
Do you have a postcode you could share and it can easily be checked which cabinets in the surrounding area are actually live. It's just not possible to be connected to a cabinet that isn't live and have sync though.
Edited by j0hn83 (Tue 24-Oct-17 16:19:34)
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>y speed before was 2.4/0.5 and now it is 1.3/1.6. Is it the line only supports 3 and the VDSL activation has distorted the download/upload ratio?
NO, this concept of a ratio is a myth people come up with, but it is not true.
Put simply you seem to have a fault that is on going, and needs resolving, very likely to be a jumpering issue in terms of how the phone line is linked to the VDSL2 cabinet - confusion around which actual cabinet is not helping.
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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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I am only going by what the Openreach engineer said, he was adamant that we are connected to cabinet 5.
Post code is BT30 8JP
Edited by deleted (Tue 24-Oct-17 16:26:48)
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The guarantee is simply a best efforts thing, where if after fault finding they cannot deliver those speeds you are released from any contractual obligations, and switching to another provider at that point is probably not going to help as its still the same copper back to the cabinet where the VDSL2 signal is injected.
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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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Phrase that is probably more correct is that you used to be connected to cabinet 5, but that cabinet now appears redundant for all the old premises on it.
Cabinet 9 seems to be the new one, at an educated guess an all in one unit located at https://www.google.co.uk/maps/@54.3259653,-5.7979711...
As for where the redundant cabinet 5 was no idea, I had made a wild guess previously that was reasonable for ADSL estimates and that is around another kilometre away hence the infill cabinet, by putting it where I think it is they are delivering superfast speeds to almost all the premises it serves, if done at the old location it would have been of little benefit to many.
Its so new that not seen any speed tests or indications before your post that this cabinet existed.
Likely problem you have is that wiring in the new cabinet needs fixing, so engineers attending your home is probably of little use, it needs them to look at the cabinet, and if you are the first cabinet it may be there are some snags that need resolving.
Based on where I think cabinet is and your postcode speeds in the 24 to 30 Mbps region seem reasonable.
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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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Cabinet 9 is three miles away though?
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Maybe PM MrSaffron with your postcode and where you believe the cabinet is? MrS has far more info around this than we do and can see if what he has worked out by deduction is correct.
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If its an all in one unit as Andrew suspects, and new, it likely wont have a cabinet number on it yet .
Your possibly looking at Cab 9 on another exchange. If you can post a picture we will be able to tell for sure
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100% the correct cabinet. Built in the last 6 weeks. 9 on the side
We not a big area and I know who is on what exhange by their area code. All houses in the area of the cabinet are on the seaforde exchange, same as me
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So the location on google maps (clearly if its new it won't show up but can then update our systems.
If cabinet 9 is three miles away then any estimate of 33 Mbps was wrong and they should never have allowed you to order VDSL2.
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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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Looking at the estimates, Cab 9 is closer to 51 Bucks Head Road and further away from 71 Bucks Head Road.
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The answer to the puzzle needs someone to visit location and pin point it exactly on a map
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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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The answer to the puzzle needs someone to visit location and pin point it exactly on a map I think Bluehero123 would be the best person to do that.
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I have also included 10 on the map which we thought we would connect us to as it's only about 750m away and I assume we would get decent speeds off
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The estimates for 76 says it's connected to cab 10 but VDSL is not currently available from that cab.
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Those being connected to 10 were connected to 6 which is in the nearby village. Most were getting above 20mbps.
Infuriating that the most we can get is just over 2Mbps
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Yeah, BT have apparently messed up and need to be encouraged to connect you to 10 instead.
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Guessed as much
Will suggest being switched when the case manager gets in touch (have been promised tomorrow). Hopefully they look favourably on the request given the circumstances
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Still no contact from BT and still internet is either too slow or down
Anyone any advise as to how to get this resolved as soon as possible?
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All
BT got in contact on Saturday afternoon and they said issue needed escalating and this required a second engineer visit.
Engineer came this morning and his explanation to me was slightly confusing. He said that the fibre cable running to my property was too long and that was why it wasn't working and he would report that but there was nothing he could do
My understanding was the fibre cable ran to the cabinet and then copper to the premises?
If our phone line is in Cab 9 shouldn't we expect a faster speed given that cab 9 is 1 mile closer to us than the exhange is, over the ADSL from the exchange?
Guy from BT dealing with it, to be in touch tomorrow
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Your spot on, Fibre to the Cabinet, Copper from the cabinet to you. What he means is that the copper distance from the Cabinet to you is too long, nowt to do with fibre distance  .
If you are on VDSL from Cab 9 then at these distances it will be worse than ADSL ( different frequencies - VDSL use highers frequencies that drop off faster over long distance)
What you need to press BT for is a network rearrangement, shifting your copper line to the closer cabinet, or to be put back onto ADSL if they are unwilling to rearrange your line.
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Thanks gregormac, understand abit better what has happened now.
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Just a thought,
what would happen if you were to order a brand new line, it should get provisioned from the nearest PCP then get VDSL on it, then cancel the old.
Man be a way to get a Stealth rearrange if they are saying nothing can be done.
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They generally don't install new lines right to the nearest PCP. There's almost certainly spare pairs somewhere nearby in a multi-pair cable.
The OP's drop wire may already have a spare pair. There's also usually set boundaries that each cabinet covers. It probably does happen, but it will be rare to have a single property with 2 lines from 2 PCP's.
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I had though of that in the past, BT are to be in touch tomorrow to see what the next step is and hopefully it's something they look into to see if it's feasible
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It would be my guess that any new line would be routed via the same DP as the existing line, and that DP is fed by the same PCP as before.
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Spoke to BT again today, offered no explanation and stated I had two options
1: Leave BT and go else where (not a valid option as BT only supplier in area)
2: Go back to ADSL
I said I would like to know what happened and asked would I receive any refund. Was told that as far as they were concerned that although my speed was affected they would only refund for a complete loss of service which they said I hadn't (Not true, phone line was down for around 4 days)
I disagreed and the guy said the matter would have to be escalated to higher team and they would be in touch in 72 hours
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