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bexa
Aspiring Contributor
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Message 1 of 22

Slow Speed Disconnections 5 Engineers - complaints useless!

Hi

I am mid-complaint with BT after 5 engineers who haven't yet resolved our issue and they are sending us ANOTHER new router! Losing the will here! Help!

 

Moved in to propert September last yr, slow BB issue since then (and previous occupier had same - problems usually worse when it rains)

Last few months orange light appearing more frequently and BB dropped to between 0.25 and 2MB constantly. (should be 7).

 

Engineer 1 swapped something up pole due to water ingress, 2 and 3 tested lots and found no problems, although orange light appeared as soon as they left. 3 Swapped router for hub 5.

Engineer num 4 spent 5 hours in and around property and did lots up the pole which sped it up, but caused it to drop lots, tried different router said lines outside needed replacing and needed traffic lights to do so and was escalating. Spoke to customer service to find out when they said no record so sent another engineer (number 5). 

He came out did everything everyone else did and then disappeared up the exchange never to be seen again.

 

Spoke to BT again said various different things including there wasn't a problem and few calls later then said problem at exchange but could give no info on when or if it would be fixed. (this was about 3 weeks ago - when complaint was submitted)

Now practically no internet ever and when we do so slow its usually unusable.

 

BT complaints callback last night went through everything again on phone with me again (don't seem to have even read my letter) and are now sending another router!

 

Can anyone here help at all?! Please!

The guys in timbuktu who we usually seem to speak to don't seem to have the slightest clue!

 

Bex

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21 REPLIES 21
Remers
Contributor
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Message 2 of 22

Re: Slow Speed Disconnections 5 Engineers - complaints useless!

Hi Bex, we have been suffering a similar problem. Not in West Sussex by any chance are you. lol

 

Log in to your router by typing its IP address into your browser. Click on troubleshooting and then on the "Helpdesk" logo.

 

Post those results here and someone will be along to see if there is anything they can spot.

 

My SNR keeps reducing and I am now at 2.5db. It is a symptom of smoething but not the cause.

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bexa
Aspiring Contributor
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Message 3 of 22

Re: Slow Speed Disconnections 5 Engineers - complaints useless!

Hi Remers!

 

No we're west Wales 🙂

 

Here's all the details, hope someone can help!!

 

1. Product name:BT Home Hub
2. Serial number:+068543+NQ51729400
3. Firmware version:Software version 4.7.5.1.83.8.204.1.11 (Type A) Last updated 07/09/15
4. Board version:BT Hub 5A
5. DSL uptime:0 days, 06:21:45
6. Data rate:448 / 896
7. Maximum data rate:844 / 1184
8. Noise margin:13.0 / 39.4
9. Line attenuation:9.0 / 15.8
10. Signal attenuation:9.0 / 15.1
11. Data sent/received:10.5 MB / 127.9 MB
12. Broadband username:bthomehub@btbroadband.com
13. BT Wi-fi:No
14. 2.4 GHz Wireless network/SSID:BTHub5-3RQH
15. 2.4 GHz Wireless connections:Enabled (802.11 b/g/n (up to 144 Mb/s))
16. 2.4 GHz Wireless security:WPA2
17. 2.4 GHz Wireless channel:Automatic (Smart Wireless)
18. 5 GHz Wireless network/SSID:BTHub5-3RQH5GHZ
19. 5 GHz Wireless connections:Enabled (802.11 a/n/ac (up to 1300 Mb/s))
20. 5 GHz Wireless security:WPA2
21. 5 GHz Wireless channel:Automatic (Smart Wireless)
22. Firewall:Default
23. MAC Address:54:64:d9:05:98:e0
24. VPI/VCI:0 / 38
25. Modulation:G.992.1 Annex A
26. Latency type:Interleaved
27. Software variant:AA
28. Boot loader:1.0.0
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Distinguished Sage
Distinguished Sage
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Message 4 of 22

Re: Slow Speed Disconnections 5 Engineers - complaints useless!

Can you enter your phone number and post results. Remember to delete number. https://www.btwholesale.com/includes/adsl/main.html

 

There are is certainly something wrong with your connection. With your attenuation I would expect max 8mb connection speed on adslmax



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Remers
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Message 5 of 22

Re: Slow Speed Disconnections 5 Engineers - complaints useless!

Bydd eich diwrnod yn gwella os dilynwch IMJOLLY

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Distinguished Sage
Distinguished Sage
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Message 6 of 22

Re: Slow Speed Disconnections 5 Engineers - complaints useless!

@Remers

 

Ddim yn siŵr am hynny



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bexa
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Message 7 of 22

Re: Slow Speed Disconnections 5 Engineers - complaints useless!

My Welsh isn't fab but got the gist of that!!

Here's the info. Posted from my phone so hope it's actually readable! What's attenuation?

BT BROADBAND AVAILABILITY CHECKER
Telephone Number x on Exchange x is served by Cabinet 7
Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

WBC FTTC Availability Date

WBC SOGEA Availability Date

Left in Jumper

High Low High Low
VDSL Range A (Clean) 40.2 30 8.3 6.4 -- Available -- --
VDSL Range B (Impacted) 29.5 15.2 6.9 2.2 -- Available -- --
ADSL Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

Availability Date


Left in Jumper

ADSL Max Up to 8 -- 7 to 8 Available -- --
Fixed Rate 2 -- -- Available -- --
Other Offerings




Availability Date



VDSL Multicast -- -- -- Available --
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bexa
Aspiring Contributor
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Message 8 of 22

Re: Slow Speed Disconnections 5 Engineers - complaints useless!

 

 

Bit clearer if this helps   

 

VDSL Range A (Clean)40.2308.36.4--Available----
VDSL Range B (Impacted)29.515.26.92.2--Available----
ADSL MaxUp to 8--7 to 8Available----
Fixed Rate2----Available----
VDSL Multicast------Available----
VDSL Range A (Clean)40.2308.36.4--Available----
VDSL Range B (Impacted)29.515.26.92.2--Available----
ADSL MaxUp to 8--7 to 8Available----
Fixed Rate2----Available----
VDSL Multicast------Available----
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Distinguished Sage
Distinguished Sage
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Message 9 of 22

Re: Slow Speed Disconnections 5 Engineers - complaints useless!

my welsh is non existent but google translate works wellSmiley Wink



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bexa
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Message 10 of 22

Re: Slow Speed Disconnections 5 Engineers - complaints useless!

Anyone got any advice for me?

New router has not arrived yet, but now got a crackle on our phone line... 

Going round in circles at the moment with people who barely understand what I'm saying, never mind able to help 😞

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