This topic

BT Line Noisy and Broadband Speeds Down Again

PB54 — Sun, 31 May 2020 07:54:15 GMT

Fibre with BT Halo 1

Yet again my speeds have been dropping and today my phone line is very noisy. Been through the usual internal checks and suspect this is the usual issue at the exchange. Last month they fixed the problem without telling me. I noticed the lag on Netflix had gone, checked the line - clear as bell and called BT. They confiormed they had been to the exchange within an hour of me logging the issue and carried out the repairs. However they did not tell me or seemingly the engineer that they cancelled as he rang up the day before the cancelled appointment to confirm the details and i have to tell him it was cancelled.

Stats below but is there anyway to find out what the persistant issue is and if it can be fixed permanantly....??

Firmware updated:Sat Mar 14 19:19:44 2020

Board version:R01

GUI version:1.56 15_02_2019

DSL uptime:0 days,00 Hours03 Mins17 Secs

Data rate:3.695 Mbps / 22.398 Mbps

Maximum data rate:4.508 Mbps / 31.446 Mbps

Noise margin:8.1 / 12.2

Line attenuation:11.9 / 26.6

Signal attenuation:11.9 / 27.2

VLAN id:101

Upstream error control:Off

Re: BT Line Noisy and Broadband Speeds Down Again

pippincp — Sun, 31 May 2020 08:00:56 GMT

Report a noisey line. Once the noise problem is resolved your internet should recover. Do not mention broadband or you will end up in the wrong queue.

Re: BT Line Noisy and Broadband Speeds Down Again

PB54 — Sun, 31 May 2020 08:03:36 GMT

Many thanks. As you can imagine i have been down this route many times and that is exactly what i have done and the fault was logged earlier this morning.

Just wondering if anyone knows how i find out what the issues is/was - BT will only tell me "it's at the exchange".

Re: BT Line Noisy and Broadband Speeds Down Again

pippincp — Sun, 31 May 2020 09:24:39 GMT

Not necessarily at the exchange but a faulty connection somewhere along the line which an engineer should be able to identify.

Re: BT Line Noisy and Broadband Speeds Down Again

PB54 — Sun, 31 May 2020 10:12:35 GMT

Except the last few times it has been traced to a fault in the exchange. Hence my comment "suspect this is the usual issue at the exchange. " and the fact they fixed it "at the exchange" last time without even telling me...

Re: BT Line Noisy and Broadband Speeds Down Again

pippincp — Sun, 31 May 2020 10:28:55 GMT

If you say so...

Re: BT Line Noisy and Broadband Speeds Down Again

Starwire — Sun, 31 May 2020 17:05:17 GMT

Have you ever heard of the phrase, ‘The Golden Joint’?

Its a term used by Openreach Engineers where they repair a fault in one place but then say they fixed it somewhere else for Audit Purposes.

Re: BT Line Noisy and Broadband Speeds Down Again

PB54 — Mon, 01 Jun 2020 08:38:09 GMT

@pippincp Yes i do say. Its right there in the original post. Did you not read it?

Re: BT Line Noisy and Broadband Speeds Down Again

PB54 — Mon, 01 Jun 2020 08:40:32 GMT

@Starwire right ok. All i know is several times they have fixed it without turning up to my property. On several occassions when they did turn up, they conclude it's something at the exchange and they go there/request a job and that fixes it - for a bit...

Re: BT Line Noisy and Broadband Speeds Down Again

DavidM — Mon, 01 Jun 2020 08:45:28 GMT

Hi @PB54 and thanks for posting.

Can you just clarify when you report this is it raised as a broadband fault or a line fault?

Cheers

David

Re: BT Line Noisy and Broadband Speeds Down Again

PB54 — Mon, 01 Jun 2020 08:58:17 GMT

Hi @DavidM - it's reported as a phone line issue.

Re: BT Line Noisy and Broadband Speeds Down Again

DavidM — Mon, 01 Jun 2020 09:15:09 GMT

Thanks for getting back @PB54.

Have you raised a complaint about this? Is anyone dealing with this for you? Has anyone been in touch?

Cheers

David

Re: BT Line Noisy and Broadband Speeds Down Again

PB54 — Mon, 01 Jun 2020 09:37:28 GMT

@DavidM Oh yes. I've complained. Again.

Only did this on Sunday but it's been acknowledged. Last time was resolved pretty quick. I'll see what happens....

Re: BT Line Noisy and Broadband Speeds Down Again

DavidM — Mon, 01 Jun 2020 10:05:36 GMT

Thanks @PB54. Keep me in the loop and let me know how things go.

Cheers

David

Re: BT Line Noisy and Broadband Speeds Down Again

PB54 — Mon, 01 Jun 2020 10:21:04 GMT

@DavidM Just checked the MyBT app - it states i have 1 fault logged. I then go into the fault and it says no faults logged.

When into MyBT on PC and shows No faults logged.....

If you complain does it get moved ??

Re: BT Line Noisy and Broadband Speeds Down Again

DavidM — Mon, 01 Jun 2020 10:38:43 GMT

I think we'll need to take a closer look at this then @PB54. I've dropped you a private message so you can get in touch.

Cheers

David

Re: BT Line Noisy and Broadband Speeds Down Again

PB54 — Mon, 01 Jun 2020 10:53:22 GMT

Thanks @DavidM -recieved and replied.

Regards

Re: BT Line Noisy and Broadband Speeds Down Again

PB54 — Mon, 01 Jun 2020 12:27:31 GMT

So just had a text from BT asking me to call.

Spoke to someone who reported no fault recorded on my account and no engineer booked.

Says the line test they did yesterday was "inconclusive", hence the text today. Ran the test today and no fault found. Line is clear as a bell again. Noise margin still over 12 and speeds still down. Will let the hub do it's thing and hopefull will speed up over the next few days.

Not sure whats going on but hopefuly now sorted.... (again)

Bit confussed why they ran a test yesterday but which showed a fault but no fault logged....

Re: BT Line Noisy and Broadband Speeds Down Again

CJT80 — Mon, 01 Jun 2020 12:43:21 GMT

@PB54

The moderator team may still be in touch as you have logged it with them.

They can take a few days to contact you, especially during the current circumstances.

Re: BT Line Noisy and Broadband Speeds Down Again

pippincp — Mon, 01 Jun 2020 13:56:52 GMT

@PB54wrote:
@pippincp Yes i do say. Its right there in the original post. Did you not read it?

Yes but I don't use rose coloured glasses and know several Openreach engineers.