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Message 1 of 31

Broadband out in Grange-Over-Sands Area

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I have been reduced to joining this Forum due to BT very poor customer help service.

 

On 8/8/11 my neighbour complained about a slow connection speed.   I checked mine and it was a little lower than usual.  It was arond 5 meg compared to the usual 6-7 meg.

 

On 9/8/11 I notice a very slow connection speed of 2 meg.   Throughout the evening the connection kept dropping and the reconnection speed kept varying between 160k and 2 meg.    Eventually at around 10:00-10:30pm the connection dropped altogether.  

 

My works business BT Broadband was off on 10/8/11 in the morning.   After a few reboots it has come back on but has dropped a few times.  My works is within a mile of my house.    When it came on at work I went home and rebooted by home hub but its still off.

 

I have tried all of the helplines 08001114567, 08001690199 and 0800800(151/150) and they say that they are experiencing problems in Perthshire/angus etc, etc which is nowhere near to Grange-Over-Sands which is South Lakes, Cumbria.

 

My problem is that I cannot get through to an operator/person so that I can find out what is going on and when it is going to be fixed.   

 

Also if Perthshire/Angus etc, etc is experiencing problems then why doesn't the network status show this. 

 

I also tried the line check and it say they know about the problem and it will be fixed by Oct 2010 (not 2011).  I've also tried the track faults and email methods too.

 

Does anyone have a phone number of BT actual supporttechnical staff so that I can report this fault and make sure it is being dealt with because at the moment it seems that they have designed a Fault/Help system which is purposely made difficult for people to report faults and get answers.

 

All I want to know is..........what the fault is and when will it be fixed.   I dont think that is too much to ask......the only trouble is I can't talk to anyone to ask them.

 

Sorry for the rant.........its not the best way to join a forum but I've had the runaround all morning and lefts me in a right old mood!!

 

If anyone can help then I'd really appreciate it.

 

PS.   Is anyone else having problems in the South Lakes Area?

 

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Message 2 of 31

Re: Broadband out in Grange-Over-Sands Area

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Are BT saying that there is a problem with the Telephony in the area or just the Broadband, even though its not in your area.

 

And also can we please have your ADSL Stats:  by following this direct link; http://192.168.1.254/index.cgi?active_page=9116 << it only works if you have a Home Hub 2.0+ and remember to type your password in!

Also we need a speedtest just to have a look and make sure everything's okay? Use this link http://bt.custhelp.com/app/answers/detail/a_id/9354/c/346,4740,5520 as it will also help you diagnose and give you a list of solutions afterwards, it does incorporate the http://www.speedtester.bt.com one though as well.

 

This may help you to find your stats: Please read this before posting?

 

It sounds to me as if you are on a very long line which is why you're broadband's dodgy.  

 

These are the best guys for it: http://bt.custhelp.com/app/contact_email/c/4951

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Message 3 of 31

Re: Broadband out in Grange-Over-Sands Area

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Thanks for the quick reply.

 

I'm at work at the moment so I wont be able to do any checks but heres a few answers to your questions.

 

I always selection the Broadband option when I phoned the helpline.  My phone was working okay just the broadband was dodgy.........well until it stopped working completely.

 

My home hub is a v1.50

 

When the connection speed was very slow (around 2Mbps) I used speedtest and it said everything was fine and thats the figure I should be getting (I usually get around 6-7.5Mbps and have done for the last 2-3 years).

 

The local exchange is 1 mile away maximum

 

I have just sent a message to http://bt.custhelp.com/app/contact_email/c/4951 so hopefully they will be able to help me.

 

I dont think there is anything wrong at my end.   My neighbour was having problems on 8/8/11 and my works BT Business Broadband was experiencing problems this morning too  (connection lost and connection dropped a few times)

 

I'm just making sure that the problem is reported and someone is trying to fix it.  

 

Hopefully now I'll get a few answers to the problem and a solution.

 

Cheers

 

Ian

 

 

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Message 4 of 31

Re: Broadband out in Grange-Over-Sands Area

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Hi the the forum mods who you have contacted will reply to you by email or phone normally within 72hours they are a small specialist team who deal with each mail In turn
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Message 5 of 31

Re: Broadband out in Grange-Over-Sands Area

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I've just done a bit of searching, and I can see that yes you should be getting the speed you say (6.5 -7.1MB) because you if you live actually in the Vicinity of Grange-Over-Sands then you'll be close to the exchange.

 

There is an exchange right in the village/town here's where I found the exchange http://www.samknows.com/broadband/exchange/LCGOS .

 

And I reckon your attenuation range will be anything within 10dB - 25dB.

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Message 6 of 31

Re: Broadband out in Grange-Over-Sands Area

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I am in Grange-Over-Sands but its the Flookburgh Exchange that I use.

 

http://www.samknows.com/broadband/exchange/LCFLO

 

Sorry,   I probably should have stated the exchange from the start.

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Message 7 of 31

Re: Broadband out in Grange-Over-Sands Area

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hi the last known outage in your area was on the 29 /07 /11
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Message 8 of 31

Re: Broadband out in Grange-Over-Sands Area

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I came home from work.

 

Reset my HomeHub and its reconnected at just under 4Meg.

 

I reconnected a few times to see if it would get back to 6-7Meg but no.

 

I decided to check my Filters and also to strip back the wall socket to make sure all of my filters and wall plates are fully functional and they all seem to be working and all connected.   

 

Whatever fault there was seems to be fixed.......at least for the moment.

 

My neighbour complained about a slow connection speed so maybe thats why its only connecting at <4Meg.    I'll keep an eye on it and reboot my hub from time to time to see if it changes.

 

If the mods have any idea what happened then I'd like to know.

 

I wont say that the problem is fixed as it isn't.   In the last few years I have never had a connection speed that slow.  If the speed issue resolves itself then I'll cancel/fixed this message

 

Thanks for the help. 

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Message 9 of 31

Re: Broadband out in Grange-Over-Sands Area

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hi two thing multiple resets of the hub are not advised as they can lower your speed and if you need information you need to mail the mods they will then reply to you personally
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Message 10 of 31

Re: Broadband out in Grange-Over-Sands Area

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A good point about the hubs resets.   I only have 1 Broadband wall plate and 2 filters so it was only 3 resets.    I dont think the other resets mattered as it wasn't connecting withing that timeframe.

 

Also before 8/8/11 I hadn't reset by homehub in months and the speed was still lowered so it must have lost connection at some point over the weekend while I was away.   T'was fine on Friday night.

 

I'll leave it be for the next day or so and if its still going okay then I'll ask the mods to look into the speed issue.

 

Cheers

 

Ian

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