Broadband not working, BT hopeless

Hi, our broadband stopped working yesterday, the router shows a good connection,web pages are sometimes reached but never download or it fails completely to reach them.

This is with BT Broadband, I then discovered that at work (different location, same town) where we have two other broadband suppliers (Demon and CNW) on different lines that they were both behaving the same way. (Three different operating systems and two different types of router)

Clearly it's too much of a coincidence that they should simultaneously have their own problems so I immediately assumed it was an exchange fault.

On one machine I've performed pings and am typically getting an average of 75% packet loss if the ping works at all.

BT are hopeless, they just want to continually test my line and router config which I know are fine as their tests confirm.

Demon were a little more helpful and suggested it was either an exchange or router fault but agreed it wasn't likely that two different routers in separate locations would both have a fault but they won't contact BT and told me to wait until Monday, arrghhh!

If this problems lies with the exchange how on earth do I get BT to investigate?

Katie

Which exchange?

It's either Dunstable or Luton, I've spoken again to Demon today and they advise they have escalated it to BT, however their status line still reports they have no known problems.

I don't suppose there's any chance they work on Sundays so I presume if they do respond to the request from Demon they might start looking at it on Monday.

Katie

The broadband operations units and management centres operate 24/7. If there is an exchange level problem they will likely investigate today, though ISP's may not get a progress report until tomorrow.

I had a similar problem some time ago. Very low speeds or no connection. ISP had no problem their end and said it must be at my end. Nothing had been changed on my computer so I concluded that it was BT.
At my place of work many people had the same problem, they were with various providers but all through the local exchange. People on other exchanges had no problem.
No one could get any help from their ISP and after a few days all returned to normal.
Clearly this was a problem at local level, and if BT had said as much we all would have waited, and not spent hours trying to sort it out.

http://usertools.plus.net/exchanges/mso.php is always worth a check

We're having the same problem at work on the Bicester exchange.

We had a lousy connection at work on Friday and the ISP (Twang) couldn't see anything wrong. As I left it looked like they were finally doing something but it seemed weird that they couldn't work out what the poblem was. The Cisco router was showing two lines functioning as normal.

As it happens we have a third ADSL line through BT Broadband and it was fine so probably an ISP issue in our case.

Edited by Andrue (Sun 08-Mar-09 13:42:19)

In reply to a post by flowergirl:

It's either Dunstable or Luton,

My line is on Luton Town exchange, no problems today, ISP PlusNet plc.

There are 2 exchanges serving Luton, Luton Town (SMLT) and Leagrave (SMLEA) so OP might not be on same exchange as me.

Spock