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My BB failed mid-surf last month. Red light on hub 2 but hub stats normal at 11mb down noise 6 attenuation 33. Call centre tried for an hour then said escalate second tier talking 48 hrs. Took 72 hours to tell me fault on line. He would guarantee fix in 48 hours. 48 hours later another call to guarantee fix in48 hours. Same again ... told yesterday it was fixed, I replied it was not. Then said he would send new Hub, then said he would not because there is fault on line, and major fault on exchange. He will call in 48 hours..... BT service status reports normal.
Anyone else think I need new Hub? Trying to send this on my kindle, my super neighbour lets me share his 37 talktalk fibre connection which costs him £1 a week more than I pay Bt for ADSL2 ...
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Probably not the hub but an account/authentication issue with how bt wholesale verifies and routes you through their network
Have you checked that there are no billing errors?
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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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Tnx,, that did not occur to me. Called them again and am told there is fault in cabinet will take 3 days to fix... 
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Fault at cabinet would break the ADSL2+ signal and not do anything on authentication, sounds like a excuse rather than a diagnosis
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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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Yes that makes sense. Hub has always had connection and stats remain normal. Second tier call centre guy also said I had requested shift to fibre ... I had not, and now have impression they haven't a clue. I shall wait to Wed as they request. Does anyone there have BT CEO email please?
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Bt engineer arrived out of the blue, checked all ok, thinks it is authentication issue, left to check at the exchange. Hoping ...
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BB service restored at lunchtime, it was indeed an authentication issue. How did Mr Saffron know the answer when BT's second tier advisers did not? At least the man in Bombay listened on Saturday and said he would have authentication investigated. Many thanks for your advice.
However, the past fortnight's experience with my neighbour's TT unlimited 37mb fibre connection confirms my departure from BT as soon as my contract ends. Brian pays £1 a week more than I pay for BT's Option 1 with 10Gb limit and up to 10Mb speed.
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I don't always get it right, in fact not sure of my hit rate, but after 14 years of this you do get a sixth sense
The hard bit is that as new is rolled out remembering those little oddities for the few people left on the old product are the key part.
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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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How did Mr Saffron know the answer when BT's second tier advisers did not?
Red light on hub 2 but hub stats normal at 11mb down noise 6 attenuation 33
If you are planning a jump to Talk Talk, based on poor customer service from BT retail, the phrase "out of the frying pan, and into the fire' springs to mind.
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How did Mr Saffron know the answer when BT's second tier advisers did not?
Red light on hub 2 but hub stats normal at 11mb down noise 6 attenuation 33
If you are planning a jump to Talk Talk, based on poor customer service from BT retail, the phrase "out of the frying pan, and into the fire inferno' springs to mind.
Corrected.
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M H C
taurus excreta cerebrum vincit
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Oh yes, I was slammed by TT five yrs ago when they were at their lowest! I wouldn't trust them with two tin cans linked by taut string. Having said that, Brian my neighbour quit BT for TT because of the constant price rises and his fast unlimited BB seems terrific value. When my contract runs out I'll probably go for Plusnet which seems to please most posters in this community.
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You could move to BT Infinity now without penalty although it will start a nee minimum contract period.
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M H C
taurus excreta cerebrum vincit
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BT tried to flog me Infinity but it's way overpriced for someone with no interest in sport! I have also been asking myself why I'm supporting overseas employment when I know British youngsters are desperate for jobs -- among them my nephews.
More woe and lamentation: my upload speed is only half the figure I had before my fortnight's downtime:
Downstream 11,512 Kbps
Upstream 440 Kbps (previously 990)
Modulation G.992.5 Annex A
Latency type Interleaved
Noise margin (Down/Up) 5.8 dB / 26.9 dB
Line attenuation (Down/Up) 32.6 dB / 15.9 dB
Output power (Down/Up) 17.4 dBm / 1.3 dBm
It would be very useful if someone could suggest the likely cause so that I can tell the BT rep what is wrong with their system 
Edited by Malwaremike (Tue 04-Mar-14 10:59:50)
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Possibly banded, not so noticeable on the downstream but
http://www.coolwebhome.co.uk/calc/index.php?param=RG...
Suggests the downstream should be faster, so maybe banding is capping that too.
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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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Bt second tier support sympathetic but says my half speed download is within acceptable limits so there is nothing he can do. Says my line is not banded, but he will put another request to BT Wholesale who deal with such matters.
The past fortnight without BB has given me some idea of the problems faced by flood victims, one of whom posted yesterday after four months downtime.. Government exhorts us to get online yet what happens when we cannot? I have had to catch up with gas and electric readings, bank statements, end of month credit card bills, and that's only two weeks. This month sees tax returns and vat returns for many. It's fine while it works ...
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