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Message 1 of 14

Broadband Fault F.A.O Moderators

We have been having numerous problems with our broadband for the last 2ish weeks, relating to both very slow speeds as well as issues with it cutting out altogether which has been leaving us with WiFi that is practically unuseable. This was originally reported on Tuesday 22nd October alongside the issue of a crackly phone line and the inability to make or receive phone calls. The engineers followed the report up with a visit to us on Saturday 26th October, testing the lines, our equipment etc. and concluding that the fault was not in our home. This visit was followed up by them coming to "fix" the fault on the line on Monday 28th October - although this solved the problem with our phone line, the broadband remained the same and the engineers did not perform a DLM line reset despite it being requested which seemed to help with our speed previously. Since this time, we have further reported the ongoing issues with our broadband 4 times as we are paying for a speed that we are nowhere near recieving. On Sunday 3rd November we contacted you again however to no avail, we were simply told that we must change all the filters, router etc. (which we had already done) and we would be contacted on Tuesday. Yesterday (Tuesday 5th), there was no difference in the wifi which we knew as our equipment is in perfect condition and thus we contacted you again in order to request an engineer we were assured that as the fault is outside the property it would be fixed within 24 hours. However, of course, we are having to contact BT for around the 5th time as nothing has been done, the member of staff who my husband was in contact with ensured him that we would be updated throughout the day today (6/11/19) and that we would be notified of when it had been repaired. However we have heard nothing all day and the fault that was reported and "opened" by the member of staff doesn't appear on our account and the link for the fault number doesn't work, making us doubt that your team was notified of the fault in the first place. 

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Distinguished Sage
Distinguished Sage
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Message 2 of 14

Re: Broadband Fault F.A.O Moderators

So has the line fault been fixed and there is no noise on quiet line test?

can you post stats from hub to show your current connection. If hh6 then advanced settings then technical log information 



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Message 3 of 14

Re: Broadband Fault F.A.O Moderators

HI

Yes line as low hum to it and can make and recieve calls ok

We on hh5 which bit of log do you require

thanks

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Distinguished Sage
Distinguished Sage
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Message 4 of 14

Re: Broadband Fault F.A.O Moderators

If hh5 then troubleshooting then helpdesk 

can you enter your phone number and post results. This will show the estimated speed range for your connection.  Remember delete number. 

https://www.dslchecker.bt.com/adsl/adslchecker.welcome



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Message 5 of 14

Re: Broadband Fault F.A.O Moderators

Screenshot_2019-11-06 BT Home Hub Manager - Line Status.png

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Beginner
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Message 6 of 14

Re: Broadband Fault F.A.O Moderators

adsl.png

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Message 7 of 14

Re: Broadband Fault F.A.O Moderators

Screenshot_2019-11-06 BT Home Hub Manager - Information for Helpdesk agents.png

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Distinguished Sage
Distinguished Sage
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Message 8 of 14

Re: Broadband Fault F.A.O Moderators

Your connection time only 19hrs is that due to manual reset or hub dropping connection?

all your previous connection problems due to line noise have resulted in a banded profile. But with adsl2 that normally starts to release automatically in about 7 days stable connection 

the mods can help once you're can post stats showing at least 3 days connection time stable line now   You just need noise margin reset back to normal 6db. Not a DLM reset like fibre connection



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Message 9 of 14

Re: Broadband Fault F.A.O Moderators

manual reset as suggested  had been stable for a few days before that

 

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Message 10 of 14

Re: Broadband Fault F.A.O Moderators

so how does it get reset to 6db

 

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