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Distinguished Sage
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Message 21 of 120

Re: Complaint - 5 months on and BT have no clue what they are doing. Ofcom/BBC Watchdog here I come!

I am sorry you feel like that but the only BT Employees here are the forum moderators

the forum clearly states it is a self help forum as this shows

Hello and welcome to the BTCare Community Forums!
This is where customers help other customers get the most out of their BT products and services. Before you participate, please read our Community Guidelines.

 

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Contributor
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Message 22 of 120

Re: Complaint - 5 months on and BT have no clue what they are doing. Ofcom/BBC Watchdog here I come!

["all the posters here are trying to help you the speedtester is Provided by BT Wholesale not BT retail your provider I run Macs here and have no problem running the speedtest"]

Speedtester from BT wholes works, I was talking about BT retail's speedtester which doesn't work.

As for Stats? I have been told Wholesale are not interested in any stats unless they come from BT speedtester!
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Distinguished Sage
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Message 23 of 120

Re: Complaint - 5 months on and BT have no clue what they are doing. Ofcom/BBC Watchdog here I come!

I was refering to your ADSL STATS from your home hub/router
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Message 24 of 120

Re: Complaint - 5 months on and BT have no clue what they are doing. Ofcom/BBC Watchdog here I come!

Thats a waste of time posting on here then!!!
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Distinguished Sage
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Message 25 of 120

Re: Complaint - 5 months on and BT have no clue what they are doing. Ofcom/BBC Watchdog here I come!

That has to be your choice as I posted earlier you have been offered help by the forum moderators but it helps them when they read though your post here if you post basic details such as the full diagnostic speed test results and your ADSL stats and also if you are connected to the test socket to eliminate any internal wiring problems
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Guru
Guru
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Message 26 of 120

Re: Complaint - 5 months on and BT have no clue what they are doing. Ofcom/BBC Watchdog here I come!

Hi apulmax,

 

The adsl line statistics from your router/homehub will help the community point you in the right directions, it will also help the BT Care Team if they are needed to help you further.

 

I have posted some help on how to get to your adsl line statistics below.

 

As to the BT Speedtesters, the http://speedtester.bt.com sometimes works on a Mac though a recent Java update has caused some problems. The http://speedtest.btwholesale.com works slightly differently and also uses flash.

 

ADSL Line Statistic Help:

If you have a BT Home Hub like the one below...

 

Then:

1) Go to http://192.168.1.254 or http://bthomehub.home

2) click Settings

3) Click Advanced Settings

4) Click Broadband

5) Click Connection or sometimes called ADSL (see picture Below)

adslconnection.png

The direct Address is http://bthomehub.home/index.cgi?active_page=9116 (for bthomehub3)

 

You will need to copy and past all the adsl line statistics ( Including HEC, CRC and FEC errors). You may need to click " More Details"

 

There are more useful links on Keith's website here: If you have an ADSL connection, please select this link

 

Don't have a BT Homehub/Voyager?

 http://192.168.0.1 for a netgear router and look for ADSL adsl statistics with information like noise margin and line attenuation, connection speed

• http://192.168.2.1 for a belkin router and look for ADSL adsl statistics with information like noise margin and line attenuation, Data Rate

 

Hope that helps,

Cheers


jac_95 | BT.com Help Site | BT Service Status
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Message 27 of 120

Re: Complaint - 5 months on and BT have no clue what they are doing. Ofcom/BBC Watchdog here I come!

First time I have been asked to post "basic details"

BT speedtester does NOt show full diagnostic test results, it only says there is a problem and to report it to BT

 

I have only one socket in the house which is an ADSL v2 socket. There is no internal phone wiring as the main DECT phone is plugged into the master socket.

I run a gigabit LAN with a managed switch and 2 netgear wireless routers, one of which acts as the modem.

There is no fault with my routers, switch or wiring, I have even disconnected everything and ran a BT Home Hub by itself for a week to prove a point, and this showed the same slow speeds and non-service.

 

My router only shows the sync speed, packet flows and attenuation which are all showing fine because they will not show any fault with the DSLAM.

 

Here are a few recent speed tests I have logged myself which show the up and downstream problems

 

 

 

DateDownloadUploadLatencyServerNameInternalIpExternalIp
       
17/11/12 21:19676940Canterbury192.168.0.8786.173.38.24
       
17/11/12 20:51218578639Canterbury192.168.0.8786.173.38.24
       
17/11/12 20:43282078241Canterbury192.168.0.8786.173.38.24
       
17/11/12 20:27128877944Canterbury192.168.0.8786.173.38.24
       
17/11/12 20:24132778647Canterbury192.168.0.8786.173.38.24
       
17/11/12 20:1345374641Canterbury192.168.0.8786.173.38.24
       
17/11/12 20:1161378344Canterbury192.168.0.8786.173.38.24
       
17/11/12 20:05258978642Canterbury192.168.0.8786.173.38.24
       
17/11/12 20:04277678654Canterbury192.168.0.8786.173.38.24
       
16/11/12 23:21395179036Canterbury192.168.0.8786.139.76.174
       
16/11/12 17:08406174148Canterbury192.168.0.8786.184.238.108
       
16/11/12 17:04404576046Canterbury192.168.0.8786.184.238.108
       
16/11/12 16:57405275441Canterbury192.168.0.8786.184.238.108
       
16/11/12 16:01383577538Canterbury192.168.0.8781.157.13.204
       
16/11/12 15:33328666140Canterbury192.168.0.8781.157.13.204
       
16/11/12 15:25286277538Canterbury192.168.0.8781.157.13.204
       
16/11/12 00:54333676044Canterbury192.168.0.8786.163.238.111
       
16/11/12 00:372275642Canterbury192.168.0.8786.163.238.111
       
16/11/12 00:097376248Canterbury192.168.0.8786.163.238.111
       
15/11/12 23:5223644Canterbury192.168.0.8786.163.238.111
       
15/11/12 23:44075346Canterbury192.168.0.8786.163.238.111
       
15/11/12 23:4415076053Canterbury192.168.0.8786.163.238.111
       
15/11/12 23:378175049Canterbury192.168.0.8786.163.238.111
       
15/11/12 23:363875840Canterbury192.168.0.8786.163.238.111
       
15/11/12 23:233075547Canterbury192.168.0.8786.163.238.111
       
15/11/12 23:193076044Canterbury192.168.0.8786.163.238.111
       
13/11/12 16:58330178347Canterbury192.168.0.8786.166.38.94
       
13/11/12 09:59302675542Canterbury192.168.0.8781.157.12.164
       
12/11/12 19:25298278642Canterbury192.168.0.8786.184.29.176
       
11/11/12 20:43308275442Canterbury192.168.0.8781.157.12.218
       
10/11/12 22:46268677938Canterbury192.168.0.8786.135.170.123
       
10/11/12 21:48270981038Canterbury192.168.0.8786.135.170.123
       
10/11/12 21:340048Canterbury192.168.0.8786.166.37.134
       
10/11/12 21:2613878243Canterbury192.168.0.8786.166.37.134
       
10/11/12 21:191975649Canterbury192.168.0.8786.166.37.134
       
10/11/12 21:184275650Canterbury192.168.0.8786.166.37.134
       
10/11/12 21:1742677745Canterbury192.168.0.8786.166.37.134
       
10/11/12 21:162675951Canterbury192.168.0.8786.166.37.134
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Message 28 of 120

Re: Complaint - 5 months on and BT have no clue what they are doing. Ofcom/BBC Watchdog here I come!

BTW, the boost engineers have run tests from my socket to the exchange and it shows the local network is fine.
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Message 29 of 120

Re: Complaint - 5 months on and BT have no clue what they are doing. Ofcom/BBC Watchdog here I come!

Screen shot 2012-11-17 at 22.32.40.png

 

Router stats

 

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Distinguished Sage
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Message 30 of 120

Re: Complaint - 5 months on and BT have no clue what they are doing. Ofcom/BBC Watchdog here I come!

The diagnostic part of the BT speed test shows your IP profile which no other speed test shows this may be your problem but without that information is is hard to say
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