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mgeorge
Aspiring Contributor
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Message 1 of 8

Sick, tired and desperate!!

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My level of frustration has reached unknown hights...

 

After two engineer visits my line is as lousy as ever. I'm having on a average between 4 and 20-30 disconnects of the XDSL per day. Since yesterday I had 41 disconnects in 24h. Not able to work. Not able to watch BT TV. Not able to have a more than 5 minutes skype session. It is impossible to have a normal conversation with anyone in support. There's a problem with my line which is related either to meteorological factors like rain, or something which is creating temporary interferences with the line. When it happens, my HH5 is falling into a disconnect rampage as it is trying to adjust...

  

...and this goes over, and over, and over again. 

 

Please help me. I seems to speak with a wall of sheer incompetence and indifference. 

 

TimeDateMessage 
15:52:28 26 Jul. DSL Link Up: Down Rate=32134Kbps Up Rate=8495Kbps; SNR Margin Down=9.1dB Up=6.3dB
15:46:45 26 Jul. DSL Link Up: Down Rate=37184Kbps Up Rate=8496Kbps; SNR Margin Down=6.2dB Up=6.1dB
15:46:00 26 Jul. DSL Link Up: Down Rate=37135Kbps Up Rate=8496Kbps; SNR Margin Down=6.2dB Up=6.4dB
15:40:51 26 Jul. DSL Link Up: Down Rate=38600Kbps Up Rate=8496Kbps; SNR Margin Down=6.2dB Up=7.8dB
15:35:32 26 Jul. DSL Link Up: Down Rate=37750Kbps Up Rate=8496Kbps; SNR Margin Down=6.2dB Up=6.5dB
15:33:55 26 Jul. DSL Link Up: Down Rate=36195Kbps Up Rate=6585Kbps; SNR Margin Down=6.2dB Up=5.6dB
15:33:05 26 Jul. DSL Link Up: Down Rate=39412Kbps Up Rate=8496Kbps; SNR Margin Down=6.2dB Up=9.6dB
15:31:56 26 Jul. DSL Link Up: Down Rate=38176Kbps Up Rate=8495Kbps; SNR Margin Down=6.8dB Up=5.8dB
15:29:48 26 Jul. DSL Link Up: Down Rate=38619Kbps Up Rate=8496Kbps; SNR Margin Down=6.2dB Up=6.3dB
15:24:55 26 Jul. DSL Link Up: Down Rate=38491Kbps Up Rate=8496Kbps; SNR Margin Down=6.2dB Up=6.0dB
13:34:24 26 Jul. DSL Link Up: Down Rate=38577Kbps Up Rate=8496Kbps; SNR Margin Down=6.5dB Up=7.1dB
13:33:27 26 Jul. DSL Link Up: Down Rate=39155Kbps Up Rate=8496Kbps; SNR Margin Down=6.2dB Up=8.3dB
11:02:42 26 Jul. DSL Link Up: Down Rate=38768Kbps Up Rate=8496Kbps; SNR Margin Down=6.2dB Up=6.8dB
17:58:47 25 Jul. DSL Link Up: Down Rate=39903Kbps Up Rate=8496Kbps; SNR Margin Down=6.1dB Up=6.4dB
17:57:49 25 Jul. DSL Link Up: Down Rate=39612Kbps Up Rate=8496Kbps; SNR Margin Down=6.2dB Up=9.3dB
17:17:36 25 Jul. DSL Link Up: Down Rate=39744Kbps Up Rate=8496Kbps; SNR Margin Down=6.2dB Up=10.2dB
16:14:54 25 Jul. DSL Link Up: Down Rate=39575Kbps Up Rate=8496Kbps; SNR Margin Down=6.2dB Up=8.8dB
15:52:38 25 Jul. DSL Link Up: Down Rate=40000Kbps Up Rate=8496Kbps; SNR Margin Down=6.1dB Up=7.2dB
15:35:48 25 Jul. DSL Link Up: Down Rate=38637Kbps Up Rate=8496Kbps; SNR Margin Down=6.2dB Up=7.9dB
15:34:43 25 Jul. DSL Link Up: Down Rate=39997Kbps Up Rate=8496Kbps; SNR Margin Down=6.2dB Up=8.0dB
15:33:31 25 Jul. DSL Link Up: Down Rate=39334Kbps Up Rate=8496Kbps; SNR Margin Down=6.2dB Up=7.7dB
15:08:49 25 Jul. DSL Link Up: Down Rate=39575Kbps Up Rate=8496Kbps; SNR Margin Down=6.2dB Up=9.0dB
14:45:52 25 Jul. DSL Link Up: Down Rate=40000Kbps Up Rate=8496Kbps; SNR Margin Down=6.2dB Up=7.8dB
13:22:29 25 Jul. DSL Link Up: Down Rate=39999Kbps Up Rate=8496Kbps; SNR Margin Down=6.1dB Up=7.7dB
13:13:24 25 Jul. DSL Link Up: Down Rate=39862Kbps Up Rate=8496Kbps; SNR Margin Down=6.1dB Up=8.0dB
13:12:01 25 Jul. DSL Link Up: Down Rate=39997Kbps Up Rate=8496Kbps; SNR Margin Down=6.2dB Up=7.9dB
13:08:51 25 Jul. DSL Link Up: Down Rate=39487Kbps Up Rate=8496Kbps; SNR Margin Down=6.8dB Up=7.4dB
10:28:59 25 Jul. DSL Link Up: Down Rate=36109Kbps Up Rate=6303Kbps; SNR Margin Down=6.2dB Up=5.7dB
10:27:47 25 Jul. DSL Link Up: Down Rate=39999Kbps Up Rate=8496Kbps; SNR Margin Down=6.1dB Up=7.0dB
10:27:03 25 Jul. DSL Link Up: Down Rate=39151Kbps Up Rate=8496Kbps; SNR Margin Down=6.2dB Up=8.3dB
10:25:15 25 Jul. DSL Link Up: Down Rate=39978Kbps Up Rate=8496Kbps; SNR Margin Down=6.1dB Up=7.6dB
10:24:26 25 Jul. DSL Link Up: Down Rate=38026Kbps Up Rate=5495Kbps; SNR Margin Down=6.1dB Up=6.1dB
10:19:46 25 Jul. DSL Link Up: Down Rate=38536Kbps Up Rate=8496Kbps; SNR Margin Down=6.2dB Up=6.9dB
10:19:01 25 Jul. DSL Link Up: Down Rate=39997Kbps Up Rate=8496Kbps; SNR Margin Down=6.2dB Up=8.0dB
10:10:18 25 Jul. DSL Link Up: Down Rate=38738Kbps Up Rate=8496Kbps; SNR Margin Down=6.2dB Up=6.5dB
10:08:56 25 Jul. DSL Link Up: Down Rate=39184Kbps Up Rate=8495Kbps; SNR Margin Down=6.1dB Up=6.1dB
09:58:53 25 Jul. DSL Link Up: Down Rate=39397Kbps Up Rate=8496Kbps; SNR Margin Down=6.2dB Up=7.5dB
09:57:17 25 Jul. DSL Link Up: Down Rate=39349Kbps Up Rate=8496Kbps; SNR Margin Down=6.2dB Up=7.9dB
09:46:51 25 Jul. DSL Link Up: Down Rate=39997Kbps Up Rate=8496Kbps; SNR Margin Down=6.2dB Up=7.1dB
09:46:02 25 Jul. DSL Link Up: Down Rate=36258Kbps Up Rate=8495Kbps; SNR Margin Down=6.2dB Up=5.9dB
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7 REPLIES 7
imjolly
Distinguished Sage
Distinguished Sage
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Message 2 of 8

Re: Sick, tired and desperate!!

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if you have already had 2 engineer visits and still dropping conenction then see if mods can help  they will post a contact us link   really surprised that with all the drops in conenction your conenction speed is fairly constant and noise margin not significantly higher



contact mods.jpg


After completing the email NOT PM then you join a queue of other customers waiting for mod help. The mods will get back to you in 3/5 working days either by phone or email



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mgeorge
Aspiring Contributor
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Message 3 of 8

Re: Sick, tired and desperate!!

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Hopefully they will post the link soon. Thanks. 

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PaddyB
Moderator
Moderator
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Message 4 of 8

Re: Sick, tired and desperate!!

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Hi Mgeorge,

 

I am sorry to hear that after two engineer visits your service has still not been repaired. I'll be able to take a look at look at your Broadband and run a few tests. Please send me in your details using the "Contact The Mods" link found in my profile.

 

Thanks

 

PaddyB

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imjolly
Distinguished Sage
Distinguished Sage
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Message 5 of 8

Re: Sick, tired and desperate!!

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as I said once you complete the email following the link you join a queue of other customers waiting for mod help all of whom consider their problem a priority hence why mods reply in order your email is received  at present it can take 5/6 working days for mods to get back to you



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picktech
Contributor
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Message 6 of 8

Re: Sick, tired and desperate!!

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just have to say the mods are good at what they do 

 

regards picktech

 

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mgeorge
Aspiring Contributor
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Message 7 of 8

Re: Sick, tired and desperate!!

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@imjolly wrote:

eally surprised that with all the drops in conenction your conenction speed is fairly constant and noise margin not significantly higher


Actually you're right. It has nothing to do with the SNR. Look at the pattern:

 26 Jul. DSL Link Up: Down Rate=37682Kbps
 26 Jul. WAN connection PTM disconnected
 26 Jul. PPP LCP Send Termination Request (User request)
 26 Jul. PPP LCP Send Termination Request (User request)
 26 Jul. DSL Link Down: duration was 7107 seconds

 

Every single instance of disconnect is linked to a PPP disconnect. 

After a quick research I found this post, reflecting 100% the same type of problem: http://blog.garethjmsaunders.co.uk/2014/03/24/bt-broadband-finally-fixed-maybe-bt-does-care-after-al...

 

So now we have to find out, is it my HH5 or some exchange equipment. I'm expecting a replacement of my HH5. Then we'll see. 

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mgeorge
Aspiring Contributor
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Message 8 of 8

Re: Sick, tired and desperate!!

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Just to say that changing the HH5 with a new one seems to have resolved the problem. A big thank to Ronan form the BT Care Team!

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