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ErikaPrice
Beginner
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Message 1 of 23

Urgent Advice Needed Re Slow BB Speeds & Intermittent BB Downtime

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I'm in urgent need of advice please re my intermittent broadband problems

 

For the past week now I've been getting very slow speeds and occasionally the broadband disappears altogether. When it disappears, my phone line goes out too, so I'm convinced it's a problem with the BT line.

 

When I first contacted BT they did a line test and confirmed there was a problem with the line. After an hour and a half on the phone to them (on another phone line), both phone and broadband started working again - intermittently. BT now say that the problem is with my internal wiring. I'm getting increasingly frustrated, especially with the BT call centre getting me to repeat the same checklist tests, router resets, etc. As an ex-telecoms project manager I'm not entirely a novice user, and desperately want to get this resolved but don't know how to break through the BT call centre barrier.

 

My NETGear Wireless-N stats show the following:

ADSL LinkDownstreamUpstream
Connection Speed896 kbps96 kbps
Line Attenuation53.0 db31.5 db
Noise Margin10.6 db7.0 db

 

The speed also looks somewhat lower than the line speeds I should be getting (table below is from BTs ADSL Checker):

ADSL MaxUp to 5--3.5 to 7.5Available
Fixed Rate2 ----Available

 

Can anyone offer any suggestions at all please?

Many thanks in advance,

Erika

 

 

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MrTUK
Aspiring Contributor
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Message 2 of 23

Re: Urgent Advice Needed Re Slow BB Speeds & Intermittent BB Downtime

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Have you tried the quite line test i think it 17070 and option 2 from master socket, if you hear noise i would report phone fault.

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Distinguished Sage
Distinguished Sage
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Message 3 of 23

Re: Urgent Advice Needed Re Slow BB Speeds & Intermittent BB Downtime

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can you connect to the test socket and repost your stats as this will eliminate any problems caused by your internal wiring



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Distinguished Sage
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Message 4 of 23

Re: Urgent Advice Needed Re Slow BB Speeds & Intermittent BB Downtime

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Hi Welcome to the community forums

 

Here is a basic guide to getting help from the community members done by CL Keith Please read through the link posted http://forumhelp.dyndns.info/speed/first_steps.html

once you have posted the information asked for then the community members can help you more


Thank You


This is a customer to customer self help forum the only BT presence here are the forum moderators

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ErikaPrice
Beginner
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Message 5 of 23

Re: Urgent Advice Needed Re Slow BB Speeds & Intermittent BB Downtime

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Thanks MrTUK - will try it now
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ErikaPrice
Beginner
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Message 6 of 23

Re: Urgent Advice Needed Re Slow BB Speeds & Intermittent BB Downtime

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Thanks John,
Not sure what to do now, as I just tried the phone line as advised and there is no dial tone - the line sounds completely dead, though the internet is trickling along...
Erika
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Message 7 of 23

Re: Urgent Advice Needed Re Slow BB Speeds & Intermittent BB Downtime

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did you try phone from test socket?  internet will work with only 1 wire connected but your phone requires both connected to work



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ErikaPrice
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Message 8 of 23

Re: Urgent Advice Needed Re Slow BB Speeds & Intermittent BB Downtime

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Yes, I tried the phone from both sockets. Have also tried to access the BT Line Checker at https://www.bt.com/consumerFaultTracking/public/faults/reporting.do?pageId=21&s_cid=con_FURL_faults but I'm just getting a blank screen

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ErikaPrice
Beginner
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Message 9 of 23

Re: Urgent Advice Needed Re Slow BB Speeds & Intermittent BB Downtime

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Sorry, my mistake - I've just tried the test socket from the master switch and it worked fine, so did the quiet line test.

Does that mean the fault is likely to be with my internal wiring?

Thank you so much for all your help,
Erika
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Distinguished Sage
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Message 10 of 23

Re: Urgent Advice Needed Re Slow BB Speeds & Intermittent BB Downtime

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yes if it works from test socket there is a problem with master front plate or internal wiring.  do you have extension sockets in other rooms?



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