This topic

BT Hub 6A - Dropped link, slow download, crackly phone line

djvoas — Mon, 04 Jul 2022 07:22:21 GMT

Hi, have been experiencing poor service, that seems to start during heavy wind/rain. Dial tone on phone line has crackly noise. Broadband service drops out repeatedly and download speed significantly reduced. Looks like BT have increased the noise margin to 18db to stabilise the service, certainly not dropping the connection as much. The phone line is around 1 mile from cabinet, overhead through trees. The crackle on the phone line, stops roughly 24 hours after rain/wind. I am now left with the following config on the broadband service:

Firmware updated:

19-May-2022

Board version:

1.0

Gui version:

1.126.0

DSL uptime:

1 Days, 18 Hours 26 Minutes 58 Seconds

Data rate:

1.29 Mbps / 11.40 Mbps

Maximum data rate:

2287 / 23680

Noise margin:

10.3 dB / 18.7 dB

Line attenuation:

86.2 dB

Signal attenuation:

59.7 dB / 28.5 dB

VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

So, what to do?

Re: BT Hub 6A - Dropped link, slow download, crackly phone line

imjolly — Mon, 04 Jul 2022 07:25:44 GMT

if you have noise on your phone line then report phone fault to 151 or 0800800151

Re: BT Hub 6A - Dropped link, slow download, crackly phone line

djvoas — Mon, 04 Jul 2022 07:33:58 GMT

I have done that, as I say the noise is intermittent. I guess the answer to my problem is to get bt to force openreach to repair and/or replace my line....

Re: BT Hub 6A - Dropped link, slow download, crackly phone line

imjolly — Mon, 04 Jul 2022 07:47:01 GMT

if you reported phone fault did you get openreach visit? if so what did openreach engineer do to fix problem?

Re: BT Hub 6A - Dropped link, slow download, crackly phone line

djvoas — Mon, 04 Jul 2022 08:57:42 GMT

Engineer booked at least twice, no show so far - getting rather annoyed......

Re: BT Hub 6A - Dropped link, slow download, crackly phone line

NeilO — Mon, 04 Jul 2022 09:20:28 GMT

@djvoas I'm really sorry the engineers haven't shown up, that's not acceptable. I've sent you a private message so you can get send over your details to the moderation team and we'll be happy to help.

Thanks

Neil

Re: BT Hub 6A - Dropped link, slow download, crackly phone line

djvoas — Mon, 04 Jul 2022 12:47:46 GMT

@NeilO I have replied as requested. Is it possible to request a new copper line into a new master socket at my property?

Re: BT Hub 6A - Dropped link, slow download, crackly phone line

licquorice — Mon, 04 Jul 2022 13:19:55 GMT

Yes, if you order and pay for a second line.

Re: BT Hub 6A - Dropped link, slow download, crackly phone line

NeilO — Mon, 04 Jul 2022 13:24:09 GMT

Thanks @djvoas, no I'm sorry that's not something we can request. Openreach decides what's required in order to repair the fault.

Thanks

Neil

Re: BT Hub 6A - Dropped link, slow download, crackly phone line

djvoas — Mon, 04 Jul 2022 13:31:44 GMT

tvm - any idea on cost?

Re: BT Hub 6A - Dropped link, slow download, crackly phone line

djvoas — Mon, 04 Jul 2022 13:34:03 GMT

@NeilO I was not asking you (BT) to request it, thanks for responding anyway.

Re: BT Hub 6A - Dropped link, slow download, crackly phone line

licquorice — Mon, 04 Jul 2022 13:44:02 GMT

It will be standard pricing, there is no discount per se for a second line. You may be able to negotiate a deal though if you call sales 0800 800150

Re: BT Hub 6A - Dropped link, slow download, crackly phone line

djvoas — Mon, 04 Jul 2022 15:54:27 GMT

Noise margin has changed again:

What does that indicate?

Re: BT Hub 6A - Dropped link, slow download, crackly phone line

imjolly — Mon, 04 Jul 2022 16:08:35 GMT

Your noise margin will fluctuate as your line condition changes as does your max attainable but does not mean anything as far as your connection is concerned hence why connection speed is still the same and hub has not lost connection

Re: BT Hub 6A - Dropped link, slow download, crackly phone line

licquorice — Mon, 04 Jul 2022 16:09:05 GMT

That you still have a line fault that hasn't been fixed.

Re: BT Hub 6A - Dropped link, slow download, crackly phone line

djvoas — Mon, 04 Jul 2022 18:03:15 GMT

Helpful comments only would be appreciated.

Re: BT Hub 6A - Dropped link, slow download, crackly phone line

djvoas — Mon, 04 Jul 2022 18:07:47 GMT

From my master socket back to the telegraph pole there is one junction box where the incoming line splits to my property and next door. Line goes underground and up the pole to another junction box, and then back to another junction box on a different pole. Next door is also complaining of occasional slow speeds, so lets see what open reach diagnose. My guess is a poor joint in one or all of the junction boxes, perhaps the boxes are not watertight, causing a short to earth....

Re: BT Hub 6A - Dropped link, slow download, crackly phone line

licquorice — Mon, 04 Jul 2022 18:23:33 GMT

@djvoas wrote:

Helpful comments only would be appreciated.

In what way was my comment unhelpful, it was a statement of fact in reply to your question. Nobody here can wave a magic wand and fix the fault, it will take an Openreach engineer to diagnose and fix on site.

Re: BT Hub 6A - Dropped link, slow download, crackly phone line

djvoas — Mon, 04 Jul 2022 18:32:03 GMT

Kind of thought that given I have a fault on my line, hence me posting here and that open reach are yet to attend to fix the fault that it did not really need restating that I have a fault on my line that needs fixing. Your comment re magic wand, is again not particularly constructive.

Re: BT Hub 6A - Dropped link, slow download, crackly phone line

licquorice — Mon, 04 Jul 2022 18:36:41 GMT

But if you know that you have a fault that needs fixing what's the point of asking the question.