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TheOldMouse
Newbie
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Message 1 of 2

Widespread issues in our village

Ever since preparations for fibre were completed (about 2 months ago, I don't have the exact date as we were away) in our villlage the performance of braodband through our exchange has become very strange. The symptoms are simple though:
* At least 50 people are affected, but not everyone

* in the mornings, performance is acceptable with download speeds between 7 and 12 Mbps.

* after 1pm, and until past midnight, on every day inlcuding weekends and holidays, download speeds fall to between 0.5 and 3 Mbps, ping times go up as high as 350ms, there are high rates of packet loss and lost connections.
* this affects servcies provided via all ISPs

There seems to be no mechanism to ask BT to address this systemic failure. Instead they will only address BT Broadband customers directly and then you have to wade through endless assumptions that it is your wiring, socket, PC, wireless router, settings  . . . . Non-BT Broadband customers have to address this through their ISP, meaning that BT never gets the whole picture.

 

How do we get BT to address the widespread underlying issue "as a whole" ?

 

It is really serious and no progress at all is being made on the underlying issue despite a total now of hundreds of phone calls to various bodies. I am very techhnical and can imagine what the problem might be (something similar happened in a nearby commmunity and turned out to be a faulty installation in the cabinet, only found because "someone knew someone") but it's BT who need to work this out.

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Distinguished Sage
Distinguished Sage
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Message 2 of 2

Re: Widespread issues in our village

 
 

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 192.168.1.254 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 192.168.0.1). 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). Must be done with wired connection.  if possible do the test when download appears good and again probably mid evening when download speed poor - post results for comparison

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


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

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

 

 

 

test socket.jpg

 

are ther any exchnage problems  http://usertools.plus.net/exchanges/mso.php

http://usertools.plus.net/exchanges/?

http://btbusiness.custhelp.com/app/service_status

http://bt.custhelp.com/app/answers/detail/a_id/15036

http://community.plus.net/exchange-information/

 


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