This topic

Complaint

Ang1 — Mon, 03 Aug 2020 14:49:33 GMT

I am beyond raging, number one my broadband is horrendous, number two .. signed up for the halo to try and make said horrendous broadband a bit better and that has turned to out to be a big heap of doggy doo doo and if anything has actually made the drop outs on my broadband even worse which I didn't think was possible !! And because I purchased said halo that has now dropped down to become a noose round my neck for another 10 years or for however long they con you into a contract for simply making a purchase ….only to be told the problem with my broadband is more than likely my hub, aye ok whatever so BT ordered me a new hub which took 6 weeks to get here due to a technical fault lol !! Was told twice it was going to take 48 hours. So the halo purchase turned out to be unnecessary ….and after a live chat with a nippy sweetie while looking for my hub I put a complaint in for all of this inconvenience above …. so today I received an email to say they have closed my complaint. Well I have not had one person email me or phone me to discuss my complaint … I have no idea what the nippy sweetie put on the complaint as she is the one who raised it via the live chat ….. so how it can be closed baffles me and how BT don't have a complaints email address is the most annoying and cowardly thing I have came across today …… I am completely a woman on the edge and I don't care who knows it !! There is literally no point in complaining again …. my broadband connection is still sh*te ….I am paying more money for it and I have tied myself in longer just for the inconvenience of it all ………. absolute doggy doo doo !!!!!!!!!!!!!!!!!!!

Re: Complaint

imjolly — Mon, 03 Aug 2020 14:55:55 GMT

welcome to the BT community forum where customers help customers and only BT employees are the forum mods. your post does not go to BT

if you would like forum help to see if you can improve your connection then please can you post the stats from your router (if hub enter 192.168.1.254 in your browser) and if HH5 then go to troubleshooting then helpdesk and if HH6/SH2 then advanced settings then technical log information .

Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal

enter your phone number and post results remember to delete number https://www.broadbandchecker.btwholesale.com/#/ADSL

Someone may then be able to offer help/assistance/suggestions to your problem

Re: Complaint

DavidM — Mon, 03 Aug 2020 15:31:37 GMT

Hi @Ang1 and welcome to the community.

Firstly I'm really sorry your complaint was closed without notice. I can completely understand why you would be angry about that. I'm sure we'll be able to offer some advice here. Can you post the details as requested by @imjolly? Also is this a wireless or wired connection?

Cheers

David

Re: Complaint

Ang1 — Wed, 05 Aug 2020 15:27:52 GMT

And when Netflix kicks me out all the time it makes me want to kick my TV in !!

Re: Complaint

pippincp — Wed, 05 Aug 2020 16:34:17 GMT

Halo is an addon that won't make an iota of difference to your internet connection. If you are within 14 days ring back and cancel it.

Re: Complaint

RobbieMac — Wed, 05 Aug 2020 18:22:20 GMT

Hi @Ang1,

Thanks for posting back!

I'm sorry for the problems you've been having with your broadband service and that your complaint was closed without your consent. That shouldn't have happened. Can you follow the advice from @imjolly above please? Post your stats so that we can have a look at the circuit's performance and we'll take it from there.

Cheers,

Robbie

Re: Complaint

Ang1 — Wed, 05 Aug 2020 21:51:42 GMT

Nop not within 14 days ... yep you are 💯 correct and think I might be tied in for another 2 years because of the add on .,,, fml

Re: Complaint

Ang1 — Wed, 05 Aug 2020 21:53:12 GMT

I did do the quiet test ... couldn’t hear anything expect the voice saying quiet test 🤷🏽‍♀️

Broadband

Ang1 — Tue, 08 Sep 2020 08:41:10 GMT

So had an engineer out yesterday and he said my upload and download speed is good .. I’m not broadband savvy at all ... we ended up with TP plugs ?? One with a wire into the router and one with a wire into the sons PS4 .. he split the signal also but yet again our broadband continues to drop out ... I am literally at my wits end 😩 Engineer said there is nothing he can report back to BT ... honestly the worst broadband ever ... can anybody offer some sort help 🤦🏽‍♀️

Re: Broadband

Keith_Beddoe — Tue, 08 Sep 2020 08:56:57 GMT

@Ang1

You need to post the connection information asked for by @imjolly

If you have always been using TP Link powerline adaptors, then be aware that they can interfere with your broadband.

Interference to copper delivered broadband (FTTC) and ADSL, caused by Powerline Adapters. Not FTTP.

Powerline adapters or broadband extenders work by transmitting radio frequency signals down your mains wiring.

These frequencies start at about 2MHz and extend right up to 30MHz and beyond.

VDSL also shares part of that frequency range. That means that if any of the signals from the powerline adapters, get into the phone wiring, or the BT Home hub, then they are going to reduce the quality and speed of your broadband connection, as they will interfere with the frequencies used by VDSL. You may see that as a drop in the upstream or downstream noise margin, or a drop in the maximum available speed. This can even affect ADSL under certain conditions, where other mains devices generate lower frequencies, when exposed to the higher frequencies. (Demodulation taking place).

It may even cause your home hub to disconnect, and then attempt to reconnect again. You will see this change on the lights of the home hub, and other devices will also disconnect.

This problem may get worse as the powerline adapters carry more data.

Its important to make sure that none of your phone wiring, including any extension wiring, runs near to your powerline adapters or main wiring.
If possible, plug the home hub into a different socket from the powerline adapter.

They may also have an affect on the download speed of an ADSL2+ connection.

TP Link ones seem to be a major source of problems. See the following threads on the forum.

My Powerline adapters slow down when downstream sync is high!

BT Infinity VDSL worse performance than ADSL

However there is a fix for the TP Link ones which was posted by davejanney, one of our forum members. Thank you.
You need to download this utility TP Link utility

Once you have it open go to the ADVANCED settings for the adaptor that is connected to the router. on the left hand side of the menu is MODE.
Within the mode settings there is an option to LOWER PLC-TO-VDSL INTERFERANCE MODE.

Now it warned me i would see a drop in speed however the change was instant! the speed on Speedtest.net doubled when running through the adaptors, and it is rock solid stable. i downloaded a 1Gb file with any connection drops, before it would have dropped out every 30sec.

See this post on the Plusnet forum Powerline Ethernet - A warning

Re: Broadband

Ang1 — Fri, 11 Sep 2020 12:14:33 GMT

we have never used these plugs before the engineer made the suggestion ??

Re: Broadband

CJT80 — Fri, 11 Sep 2020 13:25:29 GMT

@Ang1wrote:
we have never used these plugs before the engineer made the suggestion ??

@Ang1 for you to get some help we need some specific information, go to Advanced Settings:

Then click Technical Log:

Login using the password on the card on the router or on the back of the router, and copy and past, or take a screen shot of the data you see on the screen.

I hope that helps.

Re: Broadband

Ang1 — Sat, 12 Sep 2020 12:30:25 GMT

Hi .... I have these details now ... is there anything I should blank out before posting ?? Thank you 👍🏽

Re: Broadband

Ang1 — Sat, 12 Sep 2020 12:34:17 GMT

Just going to go for it I’ve blanked out some info don’t know if it’s required so just let me know ... thanks for any help 😩

Re: Broadband

Ang1 — Sat, 12 Sep 2020 12:34:43 GMT

Re: Broadband

Ang1 — Sat, 12 Sep 2020 12:35:09 GMT

Re: Broadband

converse420 — Sun, 13 Sep 2020 20:22:33 GMT

Hi ,

Is your router plugged into the 'master' socket and if so does it have separate sockets for both DSL and PHONE, if not, are you using DSL filters on sockets with phones /devices connected? In either scenario some times there is a cable wired to pin 3 (the ring wire) on the master/extensions. in most scenarios this is no longer required, but if in place this can propagate interference of various types into the phone cabling in your home.

I personally hate power line and avoid it whenever possible in favour of a good old fashioned wired ethernet connections

Re: Broadband

Ang1 — Sat, 26 Sep 2020 17:17:41 GMT

Thanks for this although I have no idea what you said l .. this is what it looks like

Re: Broadband

imjolly — Sat, 26 Sep 2020 18:21:41 GMT

Looking at the information you have posted you have a good stable connection for 11 days. Your connection speed of 76/20mb is very good for your attenuation and you have had your speed boosted by the activation of G.INP. Also looks like you must be finding connection better as you have downloaded 472gb of data

i would think about selecting the wireless channels manually instead of leaving on auto. Probably use a wifi analyser on phone to see networks in use near you and channels being used and try and select a free or less congested channel

Re: Broadband

Ang1 — Sat, 26 Sep 2020 18:40:24 GMT

Thanks for your reply I really you taking the time .. your suggestion on the “wireless” is that something I can I myself 🙈