Hi all, i am really at my wits end with an ongoing issue now from Nov 2015.
Shortly after work started in our village to put in Fibre, my broadband connection became unstable, it's done this now since November, some evenings it can spend the entire night blinking orange, occasionally connecting for seconds before dropping out again, each time with ever decreasing speed.
I've had 5 engineer visits. The last of which was a month ago, and he put me on a new line from Exchange to the manhole in our cul de sac, and from their to my wall on the spare pair. New sockets, new filters, I'm on my 4th BT Home Hub 4, I've tried countless other modems they all behave in the same manner.
Im on a EO line and normally when good get 24mb, I'm currently typing this via 0.89mb.
After speaking with support via live chat monday, as Id been stuck at 3mb for 4 days or so, they agreed to reset my ipprofile and noise margin and to wait 3 days. well thats passed now, and I spoke to them again 1 hr and 35 minutes ago, they said they'd need to ring me as 2nd line support were dealing with this. I have been on hold since.
My noise margin is currently 28.2upstream and 29.5downstream, the last engineer changed the fast path / interleaved setting remotely but I cannot remember which way round he did so. I am not that far from the exchange, it's just across the way behind the care home. (Can *just* about see it) the rest of the village is on Fibre, but being on EO they haven't put in our cabinet yet.
I dont know what to do next. I dont know how to go forward with this. I just feel I am going round and round in circles, my phones been blocked now by this call for 1hr 40 minutes, i dunno whether to give up and hand up or not? is there anyone in 2nd line support past 6? just keep being told their very busy, what the douce? is there just one guy in there? seriously?
The bt home page is about the only thing that loads, netflix and amazon video time out, my xbox well that just laughs at us, I dont get 3G/4G so mobiles out the question.
Has anyone had a similar experience? or can suggest a way forward. I know I need a NM Reset & IPProfile reset, but getting one done seems an impossible task. An engineer has been booked for the 29th but thats almost 7 days away. I'm having to visit family and friends to use their internet, and im paying 20£ a month for the pleasure..
DSL noise margin: 28.20 dB upstream, 29.50 dB downstream
DSL line rate: 446 Kbps upstream, 898 Kbps downstream
ok.. so just done another quiet line, I did one monday and it was silent, today it sounds like a hurricane is rustling leaves about, im on a cordless phone so just incase did it again and it's the same. Now i have a fault recorded with bt already via my faults online do I go ahead and raise another ?? I really am so frustrated by this now. Everytime I call I have to insist and insist there's a problem like they think i'm just making it up. I shouldn't have to get heated to tell them something the "sophisticated" systems they sit infront of miss.
If you have that much noise then as john46 said phone 151 and report a phone fault
Cordless normal is a dull hum
just reported it, and had call from chap I spoke to earlier via live chat he's noted that 17070 is throwing up noise, and it's being dealt with by complaints manager or something as well as 2nd line support.
I feel a bit lost as I dont know what the hell is happening other than I can't do anything but sit on my lorals and wait wait wait now with **bleep** no ridiculously **bleep** broadband.
They tried an SNR reset monday so he tells me, didn't work clearly lol or if it did the line noise is that bad it's straight back to 30.
Thanks for posting. I can appreciate how frustrating this is for you but your best bet would be to stick with the faults team. @john46 and @imjolly are right. Once the line isue is sorted the Infinity side of things should resolve itself. Post back if you get stuck and we'll be happy to lend a hand.
|Did you get the help you needed?|
Help others by clicking on ‘Mark as accepted solution’
|Show your appreciation!|
Click on the star next to a reply to say thanks
|Help guide to using the community? Click below|