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Aspiring Contributor
Message 1 of 3

Re: BT really don't listen or want to help, can anyone here? please

So it looks like I'll be flogging a dead dog trying to get my internet fixed yet again. I thought we might hold some sort of record for having 7 engineers but I see you folks have had, 13, 14, 15 !!! Our internet is just getting worse day by day but you know i don't think I can face phoning up again and doing all the checks over the phone again and again and well you know how it goes, on and on..... We previously had internet from Sky and it was working ok, we were getting upto 4.20 mb download and the ping was only 20. It all went wrong when Sky introduced fair usage which meant we were crippled usaully in the evening with slower sppeds which made the internet unusable. They blamed this on BT and said because we had to use a BT line, it was because of BT policy they had to do fair usage, they even agreed how poor our internet was and agreed to release us from the contract without any charges because they couldn't do anything for us. Having no other choice we contacted BT who promised us we'd get a better service with them, thats turned out to be a joke, first few weeks were great but since then its gone downhill. I'm tired of reporting the problem, tired of all the calls, the online chats, the engineer visits. Speaking to anyone at BT is an absolute nightmare and pointless.
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Distinguished Sage
Distinguished Sage
Message 2 of 3

Re: BT really don't listen or want to help, can anyone here? please


I moved your post to start your own thread so replies will be for your problem and not confused with the originator of other thread

in order for the forum members to help please can you post the adsl stats from your router you may need to 'show detail' to get all stats (if hub enter in your browser and navigate to adsl or if HH4/5 then go to troubleshooting then logs and you are looking for 2 line together when hub last connected to internet and they will show your connection speed and noise margin or if netgear enter Then run  btspeedtester  (MAC users may have problems). when first test completes then run diagnostic test and post the results ( do not reset the router).

are you connected directly via a filter to the NTE5 master or test socket or to somewhere else? Is the master the only phone socket in your home?

Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal

Someone may then be able to offer help/assistance/suggestions to your problem




test socket.jpg


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Distinguished Sage
Message 3 of 3

Re: BT really don't listen or want to help, can anyone here? please

@ Pembo1

Sky's fair usage policy is nothing to do with BT Retail and nothing to do with a BT line which does not exist Sky like other ISP's rent their lines from BT Wholesale and the ISP imposes a fair usage policy if they so wish to
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