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Message 1 of 2

Consistent broadband and phone line problems.

I'm having MASSIVE problems with both my phoneline and internet.


I've had VERY dodgy internet for about 3 weeks now - at a maximum of half a meg download and so it's pretty much unusable. 


At the same time I've no phone line - people can't call in and I can't call out. 


I've also been having this problem on and off for the past 6 months, since I upgraded my contract, and keep having to phone them. Unfortunately, I've often no landline to phone them with and I live in the basement so I can't get reception there and it's tricky to check how everything is working in my house whilst on the phone (+ people might want to call me at home and without a line they obviously can't!). 


I suspect the Openreach socket might be a bit dodgy - I'm already using the test socket and have tried a new splitter so that's not the issue. (Having said that, every time I've phoned up BT in the past there's been something wrong with the connection outside my house). Do I have to pay BT to come and have a look at it and then tell me there's nothing wrong? And if there's something wrong with the connection outside the house, why doesn't it get fixed for good? Do they just put a temporary measure in place?


It looks as though the internet is very slow in general in my area. I live in central london and I thought that internet services would be better and faster there - "Cameron can't be faffing with his internet day in, day out," as my mother notes. Will this be solved if I upgrade to infinity? And how would this work?  Is there any way to resolve this without phoning the call centre? - it seems that when I call them stuff only gets resolved for a couple of days then goes back to how it was.


It's rather a lot of money to be forking out every month when neither of the two services I pay BT for work. 

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Distinguished Sage
Distinguished Sage
Message 2 of 2

Re: Consistent broadband and phone line problems.

welcome to the BT community forum where customers help customers and only BT employees are the forum mods

in order for the forum members to help please can you post the adsl stats from your router you may need to 'show detail' to get all stats (if hub enter in your browser and navigate to adsl or if HH4/5 then go to troubleshooting then logs and you are looking for 2 line together when hub last connected to internet and they will show your connection speed and noise margin or if netgear enter Then run  btspeedtester  (MAC users may have problems). when first test completes then run diagnostic test and post the results ( do not reset the router).

if you get an engineer visit and he cannot find any problems with your line then you will get billed £129.99 for the callout

are you connected directly via a filter to the NTE5 master or test socket or to somewhere else? Is the master the only phone socket in your home?

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


can you enter your phone number and post results remembering to delete phone number before posting

Someone may then be able to offer help/assistance/suggestions to your problem




test socket.jpg

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