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Contributor
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Message 1 of 88

This is no good!

So after years of having kept two separate phone lines coming into the house-one that I have used exclusively for broadband with AOL and the other line for telephone with BT, I decided to do the sensible thing and consolodate into the one line for telephone and Broadband together. All installed on Monday. I have read all this stuff about waiting 10 days etc for things to settle down blah blah, but I would at LEAST expect a passable useable service. Nothing like it. Slower than dial up. Cant even open the contents of an email and can barely open Google homepage-which it finally manages after about 45 seconds.

Luckily, I still have my original separate line with AOL broadband still up and running with a good fast service.

Is this situation going to improve? If it doesnt -' and I will give it the recommended time frame-It's all going back I'm afraid. I would have been really miffed if I had cancelled my other contract beforehand. Any ideas?

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Distinguished Sage
Distinguished Sage
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Message 2 of 88

Re: This is no good!

welcome to the BT community forum where customers help customers and only BT employees are the forum mods

in order for the forum members to help 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 (MAC users may have problems) bt speedtester and post the results .


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

 

BT are reluctant to help with your connection during the 10 day initial training period

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

test socket.jpg



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Distinguished Sage
Distinguished Sage
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Message 3 of 88

Re: This is no good!

Welcome to this customer to customer forum.


To enable forum members to help you, could you look at ADSL Speed and Connection Issues which asks you to do a few checks first, and has some helpful hints.
When you have done that, please follow the instructions at the end of that section, and post the results here, so members can offer advice. Thank you.

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Contributor
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Message 4 of 88

Re: This is no good!

Thank you for the quick reply

The Home Hub three is connected to a socket downstairs, as the main socket is upstairs-I have used the main socket just to see ,but no difference.

Line State connected

Downstream 4.25MBPS

Upstream 448 kbps

VPI/VCI 0/38

Type PPPoA

Modulation G.992.1 Annex A

Latency Type Fast

Noise margin 5.3DB/23.0DB

Line attenuation 31.3dbm/16.5db

Output power 19.8dbm/12.1dbm

FEC Events 0/1403

CRC events 121248/1708

 

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Distinguished Sage
Distinguished Sage
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Message 5 of 88

Re: This is no good!

The slow speed is being caused by lots of CRC events on the downstream connection because it appears that your latency is set to fast in that direction.

Having it changed to interleaved should help, but when you tried it upstairs, was the main socket like this picture?

 

 

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Contributor
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Message 6 of 88

Re: This is no good!

Hi keith thanks for reply-master socket is like imjolly's illusratration-how do I get the latency changed?

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Distinguished Sage
Distinguished Sage
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Message 7 of 88

Re: This is no good!


@ALTSELGREEN wrote:

Hi keith thanks for reply-master socket is like imjolly's illusratration-how do I get the latency changed?


When you plugged the hub in upstairs, did you use the "test" socket? The reason I ask is that any internal wiring issues need to be looked at first.

 

 

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Distinguished Sage
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Message 8 of 88

Re: This is no good!

I suggest you contact the forum mods they should be able to get your latency changed 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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Distinguished Sage
Distinguished Sage
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Message 9 of 88

Re: This is no good!

john46 do you not think it would better getting connection better should be nearer 7.5mb before getting latency changed.  maybe connecting to test socket will improve connection speed and reduce the errors.  if that does not work then maybe latency change



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Distinguished Sage
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Message 10 of 88

Re: This is no good!

yes you are correct i was just suggesting the mods as the OP asked how to go about getting it changed
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