cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
Contributor
2,136 Views
Message 1 of 12

DROPPING BROADBAND CONNECTION

Go to solution

Got a new Hub4 from BT due to raising online chat to discuss the issue. Connected the new Hub4 and did a couple of resets as recommended then tried speed check. First couple of days it went through the procedure and died before giving figures. A speed check using other speed checker connected to a London based server gave consistent readings of 1.7mb/s

 

In the meantime a fault had been raised on 7 Feb and as of 11Feb, it was closed. On 11 Feb I again ran speed checks and got 2.1mb/s from the BT tester. The system acknowledges that this is low and offered to run further checks. The undernoted are the saved addresses, copied at initiation and now pasted for clarity of history and results

https://www.bt.com/consumerFaultTracking/secure/faults/tracking.do?pageId=53&problemReference=VOL013...

 

https://support.bt.com/fix/broadband/?view=broadbandtroubleshooter#/questions/3

https://support.bt.com/fix/broadband/?view=broadbandtroubleshooter#/questions/4

https://support.bt.com/fix/broadband/?view=broadbandtroubleshooter#/questions/4

We've found a problem Ok, run test

https://support.bt.com/fix/broadband/?view=broadbandtroubleshooter#/apiError

 

post question 4 relates to BT doing a landline check ....at which point my system dies.

 

There is obviously a line problem, but if it is not found, I get charged £129 for the privilege of trrying to ensure that BT broadband functions at an acceptable level.....or am I wrong?

 

0 Ratings
11 REPLIES 11
Distinguished Sage
2,130 Views
Message 2 of 12

Re: DROPPING BROADBAND CONNECTION

Go to solution
You are only charged if your problem is with your internal wiring or equipment connected to it if the fault is at the test socket there is no charge
0 Ratings
Contributor
2,123 Views
Message 3 of 12

Re: DROPPING BROADBAND CONNECTION

Go to solution

I accept that to be the case, but having read some posts where engineers undertake modifications then issue a charge having left customer believing no charge was affixed, the customer later found that a charge had been applied and the charge had led to a use of bank overdraft and associated charges. Do you think BT would acknowledge that in view of the web addresses I have attached, that they would have to agree that there is a landline fault present causing my problemand that the fault does not lie with my equipment

 

0 Ratings
Distinguished Sage
2,116 Views
Message 4 of 12

Re: DROPPING BROADBAND CONNECTION

Go to solution
None of your links work also the engineers do not raise charges they are made by Openreach based on the faults found listed by the engineers report
0 Ratings
Contributor
2,108 Views
Message 5 of 12

Re: DROPPING BROADBAND CONNECTION

Go to solution

Links might not be working to protect my ID....here are the responses as each item was processed

 

 

We're just checking your

broadband connection

We need to do this to make sure your speed test result is accurate

 

 

 

We just need to run a few more checks to get an accurate result

 

We're ready to run the test

We've completed broadband checks and we're now ready to run a speed test.

We're testing your

broadband speeds

This normally takes between 1-2 minutes

We're just getting your speed test results ready

Your speedtest results

 

 

BT Exchange

 

BT Home Hub

 

 

 

Download

 

2.2Mb/s

 

Rebooting your equipment

 

Our intitial checks show that the connection between your hub and our network is slow.

We need you to reboot your hub. Switch it off for at least 30 seconds then turn it back on again.

Give it a couple of minutes for the lights to settle.

 

Once complete, click next steps to continue

  1. Your speedtest results Yes
  2. Rebooting your equipment Next Steps
  3. Network checks Ok, run checks

 

system then dies with apiError.....I have to close down browser, restart browser, and keep the fingers crossed....it becomes tedious.

0 Ratings
Distinguished Sage
2,106 Views
Message 6 of 12

Re: DROPPING BROADBAND CONNECTION

Go to solution
try this speedtest please run the further diagnostic test after the first test completes

http://www.speedtest.btwholesale.com/PerformanceTesterWS/home.jsp?code=INSTRUCTION&tourl=index
0 Ratings
Contributor
2,098 Views
Message 7 of 12

Re: DROPPING BROADBAND CONNECTION

Go to solution

Ran speed check and got 

BT Wholesale Broadband Performance Test

Please wait while we test your service...

with 2.2mb/s

Then asked it to check landline with following response

 

TEST ERROR

 

 

 

The Performance Tester is currently unable to run a speed test for your broadband connection. Please try again shortly, however if this problem persists, raise the issue with your service provider.

 

So has it found a fault and asking me to report it...albeit BT say there are no faults reported in my area?

 

 

0 Ratings
Distinguished Sage
Distinguished Sage
2,095 Views
Message 8 of 12

Re: DROPPING BROADBAND CONNECTION

Go to solution

Just wait a bit then try again maybe with different browser  that result is not unusual



If you like a post, or want to say thanks for a helpful answer, please click on the Ratings 'Thumbs up' on left hand side.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.
0 Ratings
Contributor
2,094 Views
Message 9 of 12

Re: DROPPING BROADBAND CONNECTION

Go to solution

read further into wholesale teating and appears that the computer MUST be directly connected to the line, and NOT via wifi for line test to be conducted, with wifi turned off and no phones in use

.....hmmm

 

0 Ratings
Contributor
2,092 Views
Message 10 of 12

Re: DROPPING BROADBAND CONNECTION

Go to solution

I'll just suffer in silence until it completely dies  🙂  🙂

0 Ratings