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Contributor
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Message 1 of 8

Request an engineer please

For the last month, my connection has gone funny,it was ok before.

 

The white hg612 modem has been dropping connection a few times a day, sometimes 10 times an hour.

 

Ive had enough of this, makes streaming from netflix amazon impossible.

 

To top it all off im only getting about 12mb on infinity 1. (super fast it aint)

 

Its nothing to do with wi fi etc, tried wired , wireless, its the modem thats resyncing all the time not my old home hub 3. Been with bt years, renew every year and no new hub!!!!!

 

PLEASE HELP

 

thanks

 

 

 

 

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Distinguished Sage
Distinguished Sage
607 Views
Message 2 of 8

Re: Request an engineer please

If you try quiet line test and see if any line noise. Dial 17070 option 2. Should be quiet and best with corded phone

 

if there is no noise then you need to phone customer services and if you think it is modem problem then get BT to send you a new hub probably a HH5 and modems are no longer supplied



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Contributor
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Message 3 of 8

Re: Request an engineer please

Well , people have been trying to ring our landline and it rings once there end, and not here, i think its all linked, poor broadband, loads of errors, disconections.

 

But cant say that we have line noise.

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Distinguished Sage
Distinguished Sage
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Message 4 of 8

Re: Request an engineer please

then you need to phone 151 and report a phone fault



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Contributor
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Message 5 of 8

Re: Request an engineer please

so i ring 151, they say hang up to test the line, if it doesnt ring back, ring 151 and say check on a fault.

 

So i do that, and it says you need to hang up,  Just goes round in circles, what a terrible system, seems like they do everything for you not to speak to a human!!!

 

I HATE YOU BT!!!!

 

 

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Distinguished Sage
Distinguished Sage
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Message 6 of 8

Re: Request an engineer please

Try the faults support team and see if they can help.

 

You can run a line test yourself, and report a fault online.

 

https://www.bt.com/consumerFaultTracking/public/faults/tracking.do?pageId=2&s_cid=con_FURL_faults

 

Assuming that your phone calls are noisy, then you should be able to add that as a fault report, and request a visit.

 

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Contributor
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Message 7 of 8

Re: Request an engineer please

Engineer coming Monday 🙂

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Moderator
Moderator
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Message 8 of 8

Re: Request an engineer please

@marion good stuff, post back here to let us know how the engineer visit goes. 

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