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Asked bt for a line reset

dog19 — Mon, 01 Feb 2021 16:13:26 GMT

For 5days i have been waiting for a callback about my internet .I phoned again got through to a agent explained that my line was getting slower and slower and ping was getting higher and higher and was told my line speed was running min speed required and that they was unable to do anything. I asked for a line reset they said sure but the only thing that got reset was my router and lost all my settings great service

Re: Asked bt for a line reset

imjolly — Mon, 01 Feb 2021 16:20:58 GMT

When Customer services do a reset all that happens is your hub is reset nothing else. If you are having connection problems then you need to find the cause of the problems probably line noise before you can improve you connection speed
in order for the forum members to help 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: Asked bt for a line reset

Starwire — Mon, 01 Feb 2021 16:28:04 GMT

Do you have ADSL or VDSL?

BT can do an SNR Reset if you have ADSL but only Openreach can do a DLM Reset for VDSL.