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Dieter-D
Newbie
1,710 Views
Message 1 of 6

No broadband connection

I have been a BT Total Broadband customer since May 2011. I lost internet connection on Saturday afternoon. The Broadband light on my BT home hub 3 was flashing orange (Power and Wireless light are blue), and restarting or power cycling the hub did not have any effect. The internet connection was restored during Saturday night and the connection was stable, albeit slower than usual. I lost internet connection again on Monday afternoon (yesterday). Since then the broadband light has been off most of the time, occasionally flashing orange (Power and Wireless light are blue).

 

I tracked faults on my telephone line and there are not any faults (used https://www.bt.com/consumerFaultTracking/public/faults/tracking.do?pageId=2&s_cid=con_FURL_faults).

 

There are no other telephone devices in my home, and the router and its microfilter are plugged into my home’s main phone socket.

 

I have removed the faceplate of the line box socket and there is no test socket.

 

I have switched the ADSL-cable, but no effect.

 

I have replaced the microfilter, but again no effect.

 

I do not have a telephone so I can not test whether there is a dial tone by plugging in the telephone into the ‘phone’ socket on the microfilter.

 

I do not have another modem/router to test whether there is a problem with the BT hub.

 

There are no BT major service outages in my area or capacity problems on my exchange according to

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5 REPLIES 5
Distinguished Sage
1,705 Views
Message 2 of 6

Re: No broadband connection

Hi Welcome to the forums

Here is a basic guide to getting help from the community members done by CL Keith Please read through the link posted http://forumhelp.dyndns.info/speed/first_steps.html

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


Thank You


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

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Dieter-D
Newbie
1,698 Views
Message 3 of 6

Re: No broadband connection

Hi john 46, Many thanks for your quick reply. I did read that post and I have supplied all possible information: - ADSL statistics: see below - Type of BT Home hub: see first post - BT Speedtester: no internet connection, so not possible to test the speed of the connection - Quiet line test: see first post - master socket: it is an old master socket, the configuration is as on the diagram showed on http://forumhelp.dyndns.info/speed/first_steps.html. ADSL Line Status Connection Information Line state: Disconnected Data Transmitted/Received (GB): Not available Downstream: Not available Upstream: Not available ADSL Settings VPI/VCI: 0/38 Type: PPPoA Modulation: Not available Latency type: Not available Noise margin (Down/Up): Not available Line attenuation (Down/Up): Not available Output power (Down/Up): Not available FEC Events (Down/Up): Not available CRC Events (Down/Up): Not available Loss of Framing (Local/Remote): Not available Loss of Signal (Local/Remote): Not available Loss of Power (Local/Remote): Not available HEC Events (Down/Up): Not available Error Seconds (Local/Remote): Not available
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Distinguished Sage
1,689 Views
Message 4 of 6

Re: No broadband connection

Hi

I am sorry to see you are having problems with your BT Service


I suggest you contact the forum mods they should be able to get this problem sorted for you this is a link to them http://bt.custhelp.com/app/contact_email/c/4951


They normally reply by email or phone directly to you within 3 working days they will take personal ownership of your problem until resolved and will keep you informed of progress


They are a UK based BT specialist team who have a good record at getting problems solved


This is a customer to customer self help forum the only BT presence here are the forum moderators
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Dieter-D
Newbie
1,677 Views
Message 5 of 6

Re: No broadband connection

I have contacted the forum mods and I am now waiting for a response. Many thanks.

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Distinguished Sage
1,672 Views
Message 6 of 6

Re: No broadband connection

They normally respond within 3 working days they will contact you personally by phone or email
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