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colonel25
Aspiring Contributor
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Message 1 of 34

At my wits end re Saga of erratic Broadband connection speed and poor BT service support

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I guess there are many people with connection speed problems but are they general or related to local exchanges or what.

 

I have been a customer of BT Broadband based in Tavistock Devon, for 2 years or more and during this time my connection speed has been consistently reliable and fast.  It started of at around 7.5Mb and increased last year to 14 Mb as they switched me to a faster link at the exchange and I have consistently achieved those speeds until 14th April 2012 when after losing web access totally and being put through the test hoops by the BT support people in India, it was agreed that my Home Hub 2 had failed.  I could only finally prove this by connecting up an old Netgear hub I had and proving that everything was then OK, despite the fact that I kept telling them that everything had worked satisfactorily for two years and had only just gone wrong.  They seem fixated on - either the amber light comes on the router - in which case it's the line, or no amber light shows on the router in which case it's a wireless fault and it's down to you the user to fix it.

 

They agreed to send me a new hub and after 3 days (despite them promising it would be a next day delivery) I recieved a new Home Hub 3 which I duly connected up and everything seemed OK.  However, my wife uses a DS connected over the internet to play online with friends around the world.  The problem is this game will only work on a hub with WEP security set ( It doesn't like WPA or WPA2) so I have had the previous router set to WEP and everything has worked OK.  When I try this on the Home Hub3, the game will not work and having spoken to Nintendo, they cannot explain why that would be.  BT also cannot explain why it would be different with HH3 and decided to send out an engineer to me but to also ship me a brand new Home Hub 2.  The engineer duly came out and checked my internal connections, checked the line between my house and the exchange and pronounced everything in order.  I had to agree on that day running my normal BB Max speedtest, I was getting nearer 10Mb and assumed that as I had switched routers there would maybe be a learning curve again and the speed would get back up to full speed after a few days.

 

As everything seemed to be working apart from the DS, I assumed that I would be able to replace the HH3 with the HH2 when it arrived and everything would then be back to normal.  Well, it wasn't and after a few days the speed dropped back to almost zero.  Over the next couple of days the speed jumped around from between 436Kb to 4Mb but nowhere near the 14 Mb I had been getting.

 

So back on the phone to India, and having gone through all the basic tests yet again, they agreed to send an engineer out who "understood" about wireless as they thought this would be more helpful.  The engineer was booked for 26th April and over the ensuing days, the connection speed bounced about from less than 1 Meg and up to 14Meg.  I had checked my home wireless network, paying paricular attention to the wireless signal strength using InSSIDER which shows the amplitude of the wireless signal from any router in the vicinity.  One thing I noticed was that th HH3 signal was almost as weak as my neighbours HH2 and also seemed to be quite erratic.  I tried changing channels which did improve it a bit. On the 25th April in the afternoon, I lost my telephone connection for about 15 minutes and then amazingly, the internet connection speed jumped up to 14 - 15Mb almost immediately.  I was looking forward to the Open Reach engineer visiting hoping he would be able to determine what was wrong.  He arrived at 8:15 on the morning and I first asked him whether anything had been changed at the exchange end yesterday as things had now seemed to be back to how they had been originally.  He said, I don't know, I'm not based at the exchange but from what you describe it could be a "cut and move" or some similar term, I can't remember exactly, but he implied that they may have moved my connection to a different port in the exchange.

 

We then went upstairs where I have all my system and where the line comes up from the master socket downstairs by the street entrance.  He then asked me how many devices I had connected to the HH3 router.  At that moment I only had my own desktop and my wife's laptop.  He asked how many devices I usually have connected to the router and I went through a list - 1 Desktop PC , 2 Laptops, A PS3, a Nintendo Wii, a nintendo DSiXL, A Humax PVR, an Epson printer and finally my daughters Android phone when she was visiting.  I made it clear that not all theses devices would be accessing the internet at once, and at most I might have three or four devices connected at the same time.  Well that's what your problem is, he said, you can't connect more than 3 or 4 devices to this router!  Who says I asked,  I just did he replied.  Yes I know that but where are you getting that information from?  Well you can't just connect loads of devices to the router, it's like telephone extensions, you can't just connect any number of phones, there's a limit to how many the router will take.  I was astounded by this comment and said so.  He seemed to know nothing about wireless networks and when I said that I had used similar set-ups in an office environment, he said well you only have a domestic router and that has a limit to the number of devices.  I said, but BT offer the same router to their Business customers.  He was really aggresive and patronising and I was becoming very frustrated by his attitude so I said maybe he had better do his tests and then leave.  At this he just said, I don't have to put up with this, and stomped out of my home without doung anything.

 

On 3rd May the Home Hub 2 arrived which I then connected up and everything seemd to work OK.  The connection speed seemed to be more or less stable at around 14Mb, so I concluded that something had been done at the exchange which had corrected the fault.  This was later confirmed when I spoke to the Indian support people again who recorded that there had been a line fault (low voltage on the line) which would have explained why my connection was erratic.  This had been corrected on 26th April.  I had contacted India again to complain about the way I had been dealt with and why it had taken so long to correct the problem.  They said they would arrange for a rebate on my Broadband rental as I had lost my service and I asked them also to look at compensating me for the trouble I had been put to trying to find the cause which they continually treated as a "wireless connection fault".

 

They said they couldn't deal with that so they transferred me to the "Customer Service" department who then proceeded to ask me to phone back in few days, when the fault might be cleared.  I was at a complete loss as to what they were talking about, so just gave up.  Later I made a complaint about the Open Reach engineer and the loss of my time, on the BT website complaints form and yesterday I got an answer back saying that it sounded like a wireless fault and I should refer to their self help guide on the web.  This despite me telling them that the fault had been an exchange fault and nothing to do with wireless and had been working satisfactorily for the last two years.  Does'nt anybody at BT support listen to or read complaints properly? I have replied to that email accordingly, but I am now at my wits end because today the connection speed has been bouncing about from less than 1Mb up to a maximum of 4Mb again and I just don't know what to do.

 

Is there anybody at BT who is prepared to take ownership of this problem and actually resolve it?  I heard on the news that BT's sales were down 4%.  Mr BT Chairman, have you thought that it might be something to do with the level of service you are providing to your customers?  I for one will be considering very carefully whether I renew my contract with you.  Any commecnts or suggestions would be very gratelfully received.  Paul Burton

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Distinguished Sage
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Message 2 of 34

Re: At my wits end re Saga of erratic Broadband connection speed and poor BT service support

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Welcome to this forum. This is a BT domestic customer to customer help forum, any messages posted here do not go to BT.

If you need to contact BT, you can use Live Chat  or  Contact BT  ,or telephone 0800 800 150

Its possible one of the forum members may be able to help you do some tests. If that is what you would like to do?

 

Its then possible to escalate your problem, if it cannot be resolved here.

 

 

colonel25
Aspiring Contributor
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Message 3 of 34

Re: At my wits end re Saga of erratic Broadband connection speed and poor BT service support

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Hi Keith,

 

Thanks for your reply.  I realise that this is not a BT "owned" forum, I just hoped that maybe someone could suggest what I can do next.  I have tried the phone number you suggested but they were pretty unhelpful, yet again asking me to go through the same tests and implying that the problem was a wireless one before even hearing the details or history.  I would just like to find a way to speak to someone at BT who , as I said in my earlier post, would take "ownership" of this problem, rather than me going through the mill each time I phone and getting nowhere.

 

If anyone can suggest either further tests that will prove where the problem lies or some way of contacting BT other than using the numbers published on their website, it would be a real help.

 

Regards

Paul

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Distinguished Sage
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Message 4 of 34

Re: At my wits end re Saga of erratic Broadband connection speed and poor BT service support

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Hi I would suggest you try this link as you may get some help there http://www.btinternet.com/~cbeddoe/wireless/hub3_wireless.html

the forum is owned by BT and the forum moderators are BT UK Based specialist's they are a small team and like a certain amount of initial diagnosis to be carried out by community members first before they are contacted
colonel25
Aspiring Contributor
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Message 5 of 34

Re: At my wits end re Saga of erratic Broadband connection speed and poor BT service support

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Hi John46,

 

Thanks for the suggestions.  I'm not sure if you are referring to the fact that the DS will not connect to the HH3?  If so, the link you posted seems to infer that one should update the wireless card drivers in which case this is not possible with Nintendo DSi as far as I know.  In any case I am not using the HH3now, as I said in my original post I installed the new HH2 when it arrived so as to replicate exactly what I had before.

 

I did read all the other hints on this link and I have gone through all of the suggestions.  I am convinced this is NOT a wireless problem for the following reasons

 

1) The system has not changed in two years and had worked perfectly during that time.  Nothing about the installation has changed.

2) BT have admitted that there was a problem with the connection between myself and the exchange, namely that the connection speed keeps dropping to nearly zero

3) I have also tried the Wireless boost suggestion and this does work for the DS now.  However, this has still not cured the erratic speeds I'm getting again today.

4) I have checked the strength of the wireless signal and it is plenty strong enough with no strong interference.  I did however notice that HH3 did not seem to have as strong a signal as HH2.  Another reason for me to go back to the original type.

 

Kind Regards

 

Paul

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Distinguished Sage
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Message 6 of 34

Re: At my wits end re Saga of erratic Broadband connection speed and poor BT service support

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ok then it is back to basic  tests  if you can go through all the notes  we can try and find your connection problems 

Here are some help pages done by CL Keith http://www.btinternet.com/~cbeddoe/speed/Speed.html


also post your full hub stats details shown in this link http://www.btinternet.com/~cbeddoe/others/adslstats.html

Can you also post the full results fromBT Speedtest speedtester.bt.com  Test Socket.jpg

Have you tried connecting to the test socket at the rear of the master socket

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


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

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colonel25
Aspiring Contributor
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Message 7 of 34

Re: At my wits end re Saga of erratic Broadband connection speed and poor BT service support

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Hi John,

 

I am looking at this information you have suggested and will update you with my results.  In the meantime, I have done the quiet line test and the line seems very quiet.  Also trying to post my ADSL stats as suggested but can't get it to post into this reply??

 

Thanks again John 

 

Regards

Paul

 

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Distinguished Sage
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Message 8 of 34

Re: At my wits end re Saga of erratic Broadband connection speed and poor BT service support

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Just copy and paste it into your message that is the normal way Glad to help any time

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colonel25
Aspiring Contributor
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Message 9 of 34

Re: At my wits end re Saga of erratic Broadband connection speed and poor BT service support

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Just attempted the BT Speedtest and this is the result.


type Exception report

message

description The server encountered an internal error () that prevented it from fulfilling this request.

exception

java.lang.IllegalStateException: Cannot forward after response has been committed
org.apache.struts.action.RequestProcessor.doForward(RequestProcessor.java:1078)
org.apache.struts.action.RequestProcessor.processForwardConfig(RequestProcessor.java:396)
org.apache.struts.action.RequestProcessor.process(RequestProcessor.java:232)
org.apache.struts.action.ActionServlet.process(ActionServlet.java:1913)
org.apache.struts.action.ActionServlet.doPost(ActionServlet.java:462)
javax.servlet.http.HttpServlet.service(HttpServlet.java:710)
javax.servlet.http.HttpServlet.service(HttpServlet.java:803)
note The full stack trace of the root cause is available in the Apache Tomcat/6.0.16 logs.


I have to say that I have been unable to use this speedtest before as it always seems to fail with this or other errors.

Paul

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colonel25
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Message 10 of 34

Re: At my wits end re Saga of erratic Broadband connection speed and poor BT service support

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Yep that's what I thought but won't work at the moment. I'll keep trying
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