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As a newcomer to this forum, I'm hoping for some help relating to a very frustrating time with BT. For many years my BT Broadband, telephone, and BT Vision have all worked OK (except for the odd hiccup). Then about the end of March I noticed the following:
1. There was a 'hissing' noise on the phone when the caller spoke but the caller could not hear this. Being slightly deaf it made phone calls very difficult
2. The Broadband would drop out when a phone call was made.
3. The speed of the broadband was very slow and it was impossible to watch video (YouTube) without it having to load every few seconds.
I have contacted the help line and spent hours on the phone to foreign parts which turned out to be very distressing. My wife and I were having to move furniture, try to find out what wires we were supposed to connect to what. At 74 you can do without this! Anyhow no joy. I did get a call from an engineer the next day stating that he had 'changed my profile' and the speed should improve within 4 days. This is fact did happen for a very short time when it reached 2908 Kbps download and 763 upload. However it is now 758 Kbps and 362 Kbps on today's test. The phone noise and the dropping out still occurred.
I have done the following:
1. Checked the distance of the exchange to my house which is 930 metres away
2 Checked that my BT sockets will not take the Broadband Accelerator
3 Changed the extension lead (which has worked perfectly for many years) for a High Speed ADSL/Broadband Modem Cable.
4 Purchased a new filter and exchanged this with an old one and replaced two others with spares I had.
5 I have tried connecting the router direct to the phone socket (via a filter) cutting out the extension lead
Although the speed has fluctuated it has not stopped the noise on the line and the broadband droppping out when the phone is used.
I have been told by BT that the line has been tested and there is no fault and I will be charged £130 if an engineer comes out and can't find the fault!
Can anybody please help this frustrated pensioner who is sick of crawling about on the floor and hitting his head on the furniture?
Solved! Go to Solution.
welcome to the forum
please can you post the adsl stats from your router may need to 'show detail' to get all stats (if hub enter 192.168.1.254 in your browser and navigate to adsl or use a-z, if netgear enter 192.168.0.1) and run btspeedtester http://speedtester.bt.com and post the results.
Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone
Someone may then be able to offer help/assistance/suggestions to your problem
Hi Distinguished Guru.
Many thanks for your very prompt reply. I'm afraid I am not very savey with some of the more complex side of computers so you will have to excuse my ignorance. Firstly I have put 18.104.22.168 in my browser and get quite a number of results but can't find anything that links me to any stats. Perhaps you could guide me through this stage by stage? I have done a BT speedtester and wonder how I can post the Test results to you (and others). It says the download speed is 239 Kbps and Upload as 341 Kbps. Its also states (among other things!) my DSL connection rate is 454 Kbps downstream and 424 Kbps up-stream. IP Profile for your line is 400 Kbps. Are more details required?
I will do a quite line test when I get hold of a corded phone (tomorrow?). This might be useful to help with elimination tests.
Once again many thanks.
if you enter 192.168.1.254 into your browser and then enter the hub manager. you can use the a-z and look for adsl or if the go to advanced , then broadband then connection/adsl you should see a list of stats and you may have to 'show detail' at the bottm to see the rest of the stats.
you should then be able to copy and paste
you twice quoted the address you enter wrongly are you sure you entered 192.168.1.254 and NOT what you show of 22.214.171.124 which is wrong. hub stats would really help
Yes I realised this morning whilst making a number of attempts that the wrong number had been put in the web search. Now realise I have been putting this number in the wrong search box and hence have got 113 web sites! Below is what I have now found. Hope it is OK and of use.
|Broadband user firstname.lastname@example.org|
|BT Broadband Talk||No account activated on your BT Home Hub|
|BT Power Save||Not enabled|
|BT Access Control||Not enabled|
|USB||No devices detected|
|Telephones||1 handset registered|
at least we are in the hub manager now
can you get to advanced settings and then looking for adsl stats - will show
and errors which to get you may need to 'show detail' at the bottom of the page
Unfortunaely, as I mentioned, I can't get further than the password which it keeps rejecting. I have used the pw given on back of router and passwors written on my'little book' to no avail. I do remember that we had trouble when there was a brerak in the electricity supply and had a job to unite again with the wireless printer and my wife's and my laptops. Had to call someone in to fix this. Looks like if I have to re-set the router by pushing in the re-set button, I'll have this problem all ove again. Life is never easy! If it is essential, then I try and get this IT chappy to be on hand or use Logmein. I can't remember how he did it last time. Have you any thoughts, based on the information so far, what the problem might be be?
try using the factory reset, that should make it so the password becomes the one on the router and makes you change it on first login(least it did with me the other day)
Tho it might cause afew issues linking some devices after