i have been experiancing a intermittent problem with my broadband, no matter how many times i report the fault & a engineer comes it never gets fixed, please can a MOD or whoever deals with these problems contact me
Details from HH5 helpdesk as follows
|1. Product name:||BT Home Hub|
|2. Serial number:||+068343+NQ34654108|
|3. Firmware version:||Software version 126.96.36.199.188.8.131.52.2 (Type A) Last updated 25/08/17|
|4. Board version:||BT Hub 5A|
|5. DSL uptime:||0 days, 02:01:05|
|6. Data rate:||19999 / 76343|
|7. Maximum data rate:||23693 / 80008|
|8. Noise margin:||15.2 / 4.8|
|9. Line attenuation:||10.8 / 11.1|
|10. Signal attenuation:||10.6 / 11.1|
|11. Data sent/received:||16.6 MB / 249.0 MB|
|12. Broadband username:||email@example.com|
|13. BT Wi-fi:||Yes|
|14. 2.4 GHz Wireless network/SSID:||BTHub5|
|15. 2.4 GHz Wireless connections:||Enabled (802.11 b/g/n (up to 144 Mb/s))|
|16. 2.4 GHz Wireless security:||WPA2|
|17. 2.4 GHz Wireless channel:||Automatic (Smart Wireless)|
|18. 5 GHz Wireless network/SSID:||BTHub5|
|19. 5 GHz Wireless connections:||Enabled (802.11 a/n/ac (up to 1300 Mb/s))|
|20. 5 GHz Wireless security:||WPA2|
|21. 5 GHz Wireless channel:||Automatic (Smart Wireless)|
|23. MAC Address:|
|24. Modulation:||G.993.2 Annex B|
|25. Software variant:||AA|
|26. Boot loader:||1.0.0|
If the phone line is noisy or has a high resistance connection, then that will affect your broadband.
The lack of any current flowing through the wires due to the lack of a phone providing an occasional loop, causes oxidisation at any joints which causes the line resistance to increase. This does not show up on a normal line test.
With Private Circuits it is common practice to allow a small "DC Wetting" current to flow through the line to prevent this problem.
There are quite a few people like yourself that do not plug a house phone in to check dial tone every so often. This can cause issues with broadband. Also, if one wire has become disconnected (quite common), then that will cause no broadband, constant disconnections, or a very low speed.
The solution is to get hold of a cheap (less than £5) wired phone, and plug it into the phone socket to see if you get dial tone.
Then dial 17070 (free call) and select option 2, quiet line test, and see if there is any noise on the line.
If you do not get dial tone, or there is noise on the line, then you need to report it as either no dial tone, or a noisy line. Do not mention the broadband.
Once the phone fault is fixed, then the broadband will get better. It will get fixed quicker, as there are plenty of Field Technicians who can fix phone faults, but not many broadband ones.
You may find that the very act of plugging a phone in, and getting dial tone, fixes your broadband, as it breaks down any corrosion.
An interesting thread here http://www.broadbandbanter.com/showthread.php?t=29287
I just really want a MOD to look into this as they can see the account info & the numerous amount of faults reported etc
Please can only a MOD reply from now on
No offence to community contributers - Thank you for your replies & suggested solutions to resolve the matter
You will still be required to plug a phone in first, or risk the possibility of a £130 charge if the issue is due to your own wiring. Its much quicker to sort out a problem with the phone line, than a broadband problem.
If you could do that first please, and report back here with the results, then a moderator can be asked to help. They will only help if all other suggestions by forum members have failed to resolve the issue.
You need to connect things up as shown below, and see if there is any noise on the phone. Leave it like that, and see if you still get disconnections.