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Stewbert
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Message 1 of 5

No Internet and horrible bt customer service

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Apologies for any spellibg mistakes as i have no internet have to use my phone. was unhappy 1st with price increase and yes I know they said they sent an email however I never il received it or would have cancelled then and made a complaint but that was talking to a brick wall then a month later my Internet router started flashing red so done all the normal stuff restarted router I then reported a fault which resulted in someone ringing me and said it was resolved which it was not I then put in a second fault and nothing. Chatted online to a woman who could barely speak never mind hold down a job which states her diagnotice system was down and she would give a ring back in 4 hours. I waited on the call nothing as usual. Please someone help before my mobile data runs out
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Distinguished Sage
Distinguished Sage
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Message 2 of 5

Re: No Internet and horrible bt customer service

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Does your phone line have any noise on it when you make a call?

 

Have you tried connecting things up like this, to see if it works then?

adsl_test.jpg

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Stewbert
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Message 3 of 5

Re: No Internet and horrible bt customer service

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The line has worked for the last 2 years. Don't have a house phone to test the line use the line solely for internet
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Distinguished Sage
Distinguished Sage
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Message 4 of 5

Re: No Internet and horrible bt customer service

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If the phone line is noisy or has a high resistance connection, then that will affect your broadband.

 

The lack of any current flowing through the wires due to the lack of a phone providing an occasional loop, causes oxidisation at any joints which causes the line resistance to increase. This does not show up on a normal line test.

 

With Private Circuits it is common practice to allow a small "DC Wetting" current to flow through the line to prevent this problem.

 

https://en.wikipedia.org/wiki/Wetting_current

 

There are quite a few people like yourself that do not plug a house phone in to check dial tone every so often. This can cause issues with broadband. Also, if one wire has become disconnected (quite common), then that will cause no broadband,  constant disconnections, or a very low speed.

 

The solution is to get hold of a cheap (less than £5) wired phone, and plug it into the phone socket to see if you get dial tone.

Then dial 17070 (free call)  and select option 2, quiet line test, and see if there is any noise on the line.

 

If you do not get dial tone, or there is noise on the line, then you need to report it as either no dial tone, or a noisy line. Do not mention the broadband.

Once the phone fault is fixed, then the broadband will get better. It will get fixed quicker, as there are plenty of Field Technicians who can fix phone faults, but not many broadband ones.

 

You may find that the very act of plugging a phone in, and getting dial tone, fixes your broadband, as it breaks down any corrosion.

 

An interesting thread here http://www.broadbandbanter.com/showthread.php?t=29287

 

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Stewbert
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Message 5 of 5

Re: No Internet and horrible bt customer service

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Engineer was due today between 8am - 1pm. My partner was in the living room waiting from 7am. I then get a voicemail as I am in work stating that engineer called but no one was home. This is another lie from BT. I have a rearranged appointment for tomorrow so another day another case of bad customer service.

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