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gewing1964
Newbie
2,594 Views
Message 11 of 20

Re: Two years of intermittent broadband faults

I also had issues when I went back to BT but I managed to find someone who helped and helped quick.

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mswin341
Aspiring Contributor
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Message 12 of 20

Re: Two years of intermittent broadband faults

I also have a long time problem with BT broadband, my internet keeps dropping out, I also get a better speed from BT Fon, than I do from my own router. Contacted BT on numerous occasions, engineer has been around checked out the line and found no problems. Spoke to BT last week and complained, they changed something, increasing my line from 2.4gh to something higher, worked ok for a few days when my router was the fastest speed, but now its back to BT Fon being a better speed.

I've given up. I  just accept it now.

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Ptolemy
Beginner
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Message 13 of 20

Re: Two years of intermittent broadband faults

I have read this thread with interest, as I have already posted two messages on this forum. When I had the BT contract set up six months ago the broadband worked reasonably well, around 4-6mb, which is grossly inadequate compared with superfast but typical for a rural area. In the last four weeks there was a serious outage at the exchange, which BT claims to have fixed.  But my broadband keeps dropping every two to three seconds, losing the connection, and when it does resuscitate the speed is below 1mb. I have made countless phone calls and get a different person every time, none of them in the UK, and they all try to insist it is hub (which it isn't; they sent me a new one and it makes no difference), my line (which an engineer came out to inspect and said was fine), or some other vague thing which is never fixed although they always promise in 48 hours etc. One person was quite offensive and treated me as though I were an idiot, repeating that I had typed things in wrong when I had done everything correctly in attempting to reset the hub. I agree with various people who have stated the shabby, deliberately dishonest way in which BT treats its customers, blocking any contact with anyone in authority or who could actually initiate work to remedy the problem. Several people in my area are suffering the same issue so it is clearly more extensive than just my phone line. As the lowest guaranteed speed is 4mb and mine is below 1mb, BT are in breach of contract and I could try to get a deadlock letter and go to the ombudsman. But I don't know how to get this letter, or whom to contact. I am not on Twitter and do not want to get involved with social media, but local papers aren't really going to attract any interest, nor could my local MP do much in any reasonable time. My work has suffered, consequently also my income, and my partner has a serious heart condition and must have his debrillator monitored online. This is stuff for a lawsuit, but I also have a life and the idea of taking BT to court is terrifying. Any suggestions about how to deal with this foul, disgusting company that appears to have a complete monopoly on phone cables in a country which is supposed to be a free enterprise economy?

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RodoRod
Contributor
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Message 14 of 20

Re: Two years of intermittent broadband faults

I also remember when BT refused to send some-one out whne my internet went down - their tests showed it was a problem in my house and they told me I would need to get soem-one in to check it out - they refused to let me pay for a visit to do this from BT/OpenReach.

 

Fortunately I was too busy to find anyone who would come and check out the house (it does have a lot of phone cabling in it) - and I was puzzled how the wiring could have "just" become faulty as the BT "support" had implied......

 

Then, a few days later, I saw two BT vans - seems my neightbours BroadBand had gone down at the same time and the first Open Reach engineer called in a specialist interference tracer team.

 

They found the interference - it was from my neightbours BT router!!!!  (Faulty power supply) - As soon as this was disconnected my BroadBand came back!!!

 

The really stupid part was when I was standing by the BT Openreach engineer who reported the router fault and asked for another one to be sent - the BT "support" person on the other end tried to get him to go through the banel questions/checks they ask everyone before they will do anything - he had to tell them he was a BT/Openreach engineer and knew the fault several times before they would agree to send out a new router.

 

I look back and think if I had spent a lot of money getting my house checked because the BT "support" told me it was a problem in my house and I needed to sort it - when all along it was a problem with BT equipment next door causing interfernce - would BT have re-imbursed me? (a very tonque in cheek question).

 

By the way the BT/Openreach engineer told me this has often happened in London - and whole roads have lost BroadBand due to interference - the BT "support" never seems to consider this could be a cause of the problem.........

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dave2951
Aspiring Contributor
1,338 Views
Message 15 of 20

Re: Two years of intermittent broadband faults

I have had the same constant losing internet access, i am attempting to find out how long my contract has to run after some 40 years with BT and am off to Virgin and cancel my home phone as well.We live to far from the Exchange used and no I am not in the sticks but in a Village population 2000 + Sorry for this but my connection just dropped again my speed is around1 yes one.

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Moderator
Moderator
1,147 Views
Message 16 of 20
Moved:

Re: Two years of intermittent broadband faults

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Distinguished Sage
Distinguished Sage
1,089 Views
Message 17 of 20
Moved:

Re: Two years of intermittent broadband faults

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Rickyboy999
Aspiring Contributor
796 Views
Message 18 of 20

Re: Two years of intermittent broadband faults

I had this issue - do this - say you want the connectors changing and you want to be put on A DIFFERENT LINE (your phone number will be the same).....they fixed this for me in about an hour, as the engineer said to find the actual fault could take all day, so just put me on a different line.

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iwbb
Beginner
663 Views
Message 19 of 20

Re: Two years of intermittent broadband faults

Specifically...which part of BT / who did you speak to to get them to ... "Change Connectors and put you on a different line".

 

I have been having issues on and off for over a year.  I am on my 5th HH5.  

 

Latest HH5 dropped internet connection within 24 hrs of being on line.

Just had 3 lost interent connections that I know of in last 34hrs.

I have my 2.4 and 5 ghz wifi with separate SSIDs and they are not synced.

 

BT senior support technician in India said on a resedential line that 5 lost internet connections a day is OK.

They would not divulge the Event Log message on the HH, that an internet connection has been lost, apart from "Worked Session".  However I have further scrutinised my recent re-boot and seen

"CWMP: HTTP authentication success from https://pbthdm.bt.mo"

So I guess now it is a case of copying the event logs and then using text editor to search for this.

If anybody else knows the codes I'd be grateful.

 

Sky sport must be laughing...they'll be able to up their price for Sport when people flock back coz BT sport keeps freezing / buffering.  I have had BT sport for over 2yrs and have yet to watch a game (admitedly only watch about 2 games a month) which hasn't been effected by buffering / freezing.  Missed a couple of tries in rugby matches.

In all honesty I cannot presently reccomend the stability of the BT platform for sport.

 

 

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Distinguished Sage
570 Views
Message 20 of 20

Re: Two years of intermittent broadband faults

However I have further scrutinised my recent re-boot and seen
"CWMP: HTTP authentication success from https://pbthdm.bt.mo"

It is the hub communicating with the hub update server and is perfectly normal
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