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Contributor
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Message 1 of 4

Impossible to get support

Is there a better way to get support other than the live chat which never connects or the phone line that never rings you back. My connection is constantly dropping off I have only had BT for a month and am regretting it already. Can you cancel if it doesnt work and you cant get to speak to anybody?

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Distinguished Sage
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Message 2 of 4

Re: Impossible to get support

Hi Welcome to the community forums

Have you tried the quiet line test dial 17070 option 2 you should hear no noise if you can hear noise then it needs reporting to BT faults on 151 with no mention of broadband
in the call are you connected to the test socket using a new filter


if using a hub 4 locate these lines located in the hub logs
Lines should look like this
19:11:29, 07 Nov. (2290101.460000) DSL noise margin: 7.00 dB upstream, 6.10 dB downstream
19:11:29, 07 Nov. (2290101.390000) DSL line rate: 448 Kbps upstream, 288 Kbps downstream

if u The stats for the Home Hub 6 can be found on the Information page from http://192.168.1.254 then Advanced Settings -> Technical Log. 


Can you run this checker and post back a screen shot of the results. Make sure you delete your phone number before posting.

http://www.dslchecker.bt.com/adsl/adslchecker.welcome

Can you use this speed tester then carry out the further diagnostics and post back a screen shot of all the results including your IP profile for up and down.

This test must be done with a wired connection.

http://speedtest.btwholesale.com/

once you have posted the information asked for then the community members can help you more

Thank You
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Contributor
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Message 3 of 4

Re: Impossible to get support

Hi

 

I think this is what you need, ran with a wired connection. Couldnt hear any noise on the line, the connection has only been connected for a month and every single day I have to restart the hub at least 3 times to get online as the connection just dies. Not a wireless problem as everything on the hub wired and wireless goes offline but the light stays blue.  I was virgin media beforehand so the line from outside to the new socket is all new.

 

 

Firmware updated:

22/06/16

Board version:

1.0

Gui version:

1.28.3

DSL uptime:

0 Days, 0 Hours 11 Minutes 37 Seconds

Data rate:

20.00 kbps / 78.31 kbps

Maximum data rate:

24078 / 80125

Noise margin:

15.6 / 6.2

Line attenuation:

16.7

Signal attenuation: 
VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Capture.PNG

 

Capture2.PNG

 

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Distinguished Sage
Distinguished Sage
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Message 4 of 4

Re: Impossible to get support

Looks like congestion.

 

Can you please provide BT Wholesale speed test results for different times of the day?

 

Thanks

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