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john46
Distinguished Sage
3,506 Views
Message 31 of 41

Re: Recurring/intermittent "crackly line and disconnecting broadband" problem - at wits en

@fred fred if you have problems with your money refunded you could try the forum mods and see if they can help
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fredfred2
Aspiring Contributor
3,300 Views
Message 32 of 41

Re: Recurring/intermittent "crackly line and disconnecting broadband" problem - at wits en

Well let's see now... Big sigh, where do I start. Actually I'll just carry on......

 

This all started around January 2012 I think. About 6 months ago now. It's midsummer now (albeit a wet one).

 

Our broad band speed is still rubbish. How do I know this? Late last year I did a few speed tests and our line came back as about 5Mbits/sec. Not super fast but more than enough to stream video and download big files. I "was" happy with both our phone and ADSL service. We now get about 1.2Mbit down and about 200k up.

 

We still have a crackly phone line, and recently I even had to dispute the £130 charge for a call out which showed up as no fault detected. The equipment only tests the line at the moment the engineer is present. He walks out the door and hey presto line not working again, and slow ADSL.

 

I reported it again about two weeks ago, to an Indian call centre, who clearly have no idea what a phone line even is, as they simply follow a standard Q&A sheet and read off a script. They say that they'll call back and ask me how the phone line is now that they've done some 'tuning'. Yeah right.

 

Look, I'm not stupid. I know that there is a fault on my phone line and that there is something wrong with the cable between our house and the exchange.

 

And this morning I get a letter from BT, and again it is still addressed wrongly, even though I was told they have fixed the address problem. No you haven't.

 

I wish I wish I wish I could just talk to someone in this country with a little common sense who can investigate what is going on.

 

Am now at wits end. Don't what to do any more. I'm not happy, but every time I call I get nowhere. That is why I'm back on the forum again.

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kathykate
Aspiring Contributor
3,297 Views
Message 33 of 41

Re: Recurring/intermittent "crackly line and disconnecting broadband" problem - at wits en

I'm feeling your pain... it is hard to sort out. My advice is: Start a new thread of your own as you want to get one of the mods to help and not sure they will do that off the back of this thread. Explain all that has happened and hope that a mod will get involved. Once they get on the case it's really useful. You don't have to deal with the call centre, some other centre in UK phones you and the engineers they start sending out are excellent. Well, that is what happened in my case, hope you get it sorted soon.

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john46
Distinguished Sage
3,288 Views
Message 34 of 41

Re: Recurring/intermittent "crackly line and disconnecting broadband" problem - at wits en

fredfred2 I suggest you contact the forum mods they should be able to get your 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 are a UK based BT specialist team who have a good record at getting problems solved
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fredfred2
Aspiring Contributor
3,265 Views
Message 35 of 41

Re: Recurring/intermittent "crackly line and disconnecting broadband" problem - at wits en

I'd like to click on the star under your Avatar to say thanks, but it doesn't work.... (just so you know) In the meantime, here's an update everyone. Been on the phone again, to ask what is happening. Well it seems that I am wrong- at least that is what I've been told. I don't know my own house address; and the address they have is correct; and my address where I live is wrong (Ok, so I've summarised the discussion). They will not change it, since as far as they are concerned the BT database is correct. I need to change my house name to match their records. It's the only way. Mmmm. The letters I receive from BT with my name on, are being sent to a different (wrong) address, yet according to the BT database, that is not possible. Only because the postman knows us do we get the letters... And my broadband speed has dropped yet again. This morning it is down to 1Mbit download speed, and about 130k up. But BT have told me that there is absolutely nothing wrong with my line. The fact that I can hardly hear anyone I talk to is irrelevant, since when they plug in their piece of test kit, it shows that all is fine and I'm going to get billed another £130. I'm now frightened to ask for any more help, as each time I do, I get threatened with a £130 charge. Perhaps this is BT's way of telling customers to go away. Crackly and noisy line, with really slow broadband. Must mean the line is fine of course. "Customer go away and stop hassling our call centres." That's the way I feel I'm being treated at this time.
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mdweller
Beginner
3,066 Views
Message 36 of 41

Re: Recurring/intermittent "crackly line and disconnecting broadband" problem - at wits en

fred fred2, I feel and share your pain. Like so many others I have read about on these fora, I have been plagued by a crackly phone line for the past 2 years. I have had 5 engineer visits and each time I am told all is fine. I have had many angry conversations with the Non-UK based call centre. I can see all the trees that bash against my phone line (I am in a rural setting and there are only a few lines that come down towards my house).

 

The engineers have solved some issues. I used to have 3 lines come into my house in parallel which will not have helped the line quality. I now have a single line come in. This helped for a while. Broadband keeps dropping, but this is simply because of the phone line quality so I have stopped complaining about that and only complain about the phone line quality now. Still to no avail.


What advice can I give? Well, none yet, but since I am out of penalty charge territory on Friday 2nd November, I plan to move to Sky. I'm not stupid enough to believe that it will be any better - I know it won't - but at least I'll pay less than I currently do for the crackly phone line and intermittent broadband, and I'll have a fresh new customer service team to fill me with hope.

 

The only complete solution would be to take the line down from my house back to the exchange box a mile or so away and replace it. I know that, deep down BT and Openreach know that, but will they do it? Nope. Will Sky? I doubt it, but at least I'll be paying less for the priviledge of an unresolved fault.

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john46
Distinguished Sage
3,062 Views
Message 37 of 41

Re: Recurring/intermittent "crackly line and disconnecting broadband" problem - at wits en

fred fred2 if you haven't already please re contact the mod team they will get this resolved for you you should only be charged if the fault is found to be with your equipment or extensions providing you have tried the line at the test socket that removes any possible charges
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fredfred2
Aspiring Contributor
3,062 Views
Message 38 of 41

Re: Recurring/intermittent "crackly line and disconnecting broadband" problem - at wits en

I have found a solution, which I am presently investigating... It is now possible apparently to move your entire landline based broadband and phone service to a wireless 3G network, with an unlimited data plan SIM card with any network. This costs less than a fixed line with ADSL. And if you use a VOIP based SIP phone (google it), you can keep your landline number. So it means your phone service gets much clearer, plus the broadband speed is as fast as 10Mbit. Or so I'm led to believe. I've just bought a SIP phone on Ebay for £7 brand new, which works superbly, using the BT VOIP phone service (that I think every BT customer gets automatically). Just the 3G SIM card/data package and 3G moden router to sort out next. We have been with intermittant phone and broadband for the last 8 months now, and I can't even get Openreach to fix it. The fault lies in an underground section of 200m cable where the pipe carrying the cable has collapsed (apparently). So they are not willing to dig everything up as it's not cost effective- or at least that is what I'm guessing.
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Jonkarra
Expert
3,057 Views
Message 39 of 41

Re: Recurring/intermittent "crackly line and disconnecting broadband" problem - at wits en

The only current mobile network that does unlimited data is three and then only on smartphone tariffs not on pure data connections where they limit you to 15GB. Mobile is also much higher latency typically 120+ms compared to 30ish ms for DSL. Check your signal strength before commiting to a contract if you can because if you are in a mobile "not spot" you might only get 2G data! You should also be aware that bandwidth on 3G is shared between everyone else on the cell and during peak times you see the effects of contention far more than you do on ADSL. I have been using 3g for the past few weeks as I recently moved and am waiting for my ADSL order to be completed. I couldn't order until I started work with my new employer.

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fredfred2
Aspiring Contributor
3,051 Views
Message 40 of 41

Re: Recurring/intermittent "crackly line and disconnecting broadband" problem - at wits en

Thanks for the tip about line/data latency. 120ms is a long time and I'd think becomes quite noticable on a voice call. I'll have to get someone with a 3G smartphone that can 'become' a hub using the phone's 802.11 link, if that is possible. Unlimited 3G plans... I've done a search and it appears that there are a few people that do it, but specifically allow 2GBytes a month for max data along with unlimited browsing data. I'm not sure how they differentiate the difference between say an http call, an ftp and VOIP data. I'd have thought that SIP data (which is quite intensive when operating) looks like internet surfing doesn't it? I did a comparisson on broadbandgenie for different 'unlimited 3g plans', the average max download is 15GB, which isn't that bad, considering I use about 12GB a month at present on my existing crackley phone ADSL service. I've also noticed that some people are even offering MIFI packages as standard now. That will certainly compete with BT's rural customers- if they can get onto 3G..................
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