This topic

Poor second line install

dbigger — Thu, 13 May 2021 20:45:05 GMT

Yesterday i had a second line installed just for fibre 1 broadband

BT had quoted 16Mb dowload , but i get 25Mb with Sky and my neighbours get 23Mb,

This install was done by a sub contractor not Openreach, i had concerns about the line the engineer was going to use and had mentioned this to him , 20 min later he had gone .

Hub powers up and goes blue , i have an appalling download speed of 11Mps and up 0.8Mps The engineer has also made my primary line incur severe errored second faults which has been up to this point stable.

contact BT and they say i have a fault on the new line . they arrange for an engineer to come out today 13th 1pm -6pm , i get a call at 11.15 to say he is at my house , i popped to see him he confirms a fault.

I had no notification of the fault being repaired & the the fault tracker said the engineer had completed his job, the speed was worse with 9mpb down and up 0.4.

At 7pm today i have no broadband on my new second line and a poor connection on Primary Sky line.

BT has arranged for an engineer to come out Monday , which would be 5 days after installation

Do i need to contact Sky to check my other line, which has been upset by the new BT installation ?

I have 10day of statistics from my modem to show the errors have started in the last 18 hours .

Where do i go from here and what advice can people give me ?

dbigger

Re: Poor second line install

imjolly — Thu, 13 May 2021 21:24:15 GMT

Enter your BT phone number and post results. Remember delete number. https://www.broadbandchecker.btwholesale.com/#/ADSL

Check lines for noise dial 17070 option 2 should be silent and best with corded phone

Re: Poor second line install

dbigger — Thu, 13 May 2021 21:41:19 GMT

Here we go , broadband only line so no 17070

Re: Poor second line install

imjolly — Thu, 13 May 2021 21:50:43 GMT

Can you post hub stats from hub manager then advanced settings then technical log information.

You must have a phone line just no phone package as you need the line to get broadband

Re: Poor second line install

dbigger — Fri, 14 May 2021 09:51:24 GMT

Hub stats

Re: Poor second line install

dbigger — Fri, 14 May 2021 09:57:26 GMT

Just to note it is connected to the master socket , i have tried a different faceplate and cable

Re: Poor second line install

imjolly — Fri, 14 May 2021 10:15:03 GMT

the hub stats don't show any internet connection or dsl connection time

there should also be max data rate, noise margin,attenuation etc

Re: Poor second line install

dbigger — Fri, 14 May 2021 10:18:29 GMT

These are the statistics from Sky line showing fault accumulations before and after installation of my BT second line

of line faults

Re: Poor second line install

dbigger — Fri, 14 May 2021 10:21:33 GMT

Yes that's correct , i have no broadband, the original post i stated it went down at 7pm yesterday evening

Re: Poor second line install

imjolly — Fri, 14 May 2021 10:25:59 GMT

are you able to connect hub to the test socket with a filter and see if that makes any difference? is there a dialtone?

Re: Poor second line install

dbigger — Fri, 14 May 2021 10:30:26 GMT

yes had noted previous to your reply .

no dial tone

Re: Poor second line install

imjolly — Fri, 14 May 2021 10:45:33 GMT

if there is no dial tone at test socket then need to phone 150 or 0800800150 from mobile and report phone fault

Re: Poor second line install

dbigger — Fri, 14 May 2021 11:29:04 GMT

Please Re read the first post in the topic,

I know i have a fault it has been reported.

i was asking for advice on how do i go about the finding who do i contact regarding the bad installation, a unusable service on a new installation & deterioration on my primary line that had no previous prior to this installation.

I have also not received any feed back on the current faults, i have no idea why i have a fault and how long it will be to repair it ?

I also understand that compensation is available after an installation for days not connected ?

Re: Poor second line install

imjolly — Fri, 14 May 2021 13:07:18 GMT

any faults on your BT connection or poor installation you would also report to BT phone CS 150 as I said before