cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
Highlighted
Newbie
1,037 Views
Message 1 of 28

Who is responsible for fault in underground cable between Green box and my home ?

I have been suffering from unacceptable Infinity speeds right from the begining 3-4 years ago.

 

It also keeps dropping the connection during peak times, usually in the evening.

 

It only improves temporarily when an engineer is called and he chanegs the profile, but after a day or two it drops back down again.

 

One of the countless engineers I have had out to test the line said that he detected a small fault in the underground cable between the green box and my property.

 

 

 

Any help in this long running saga would be appreciated.

 

TJ

 

BT BROADBAND AVAILABILITY CHECKER

Telephone Number 01684****** on Exchange MALVERN is served by Cabinet 34

 

Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

WBC FTTC Availability Date

WBC SOGEA Availability Date

Left in Jumper

  HighLowHighLow        

ADSL Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

Availability Date

 

Left in Jumper

Other Offerings

     

Availability Date

   

VDSL Range A (Clean)79.461.32020--Available----
VDSL Range B (Impacted)65.434.6209.9--Available----
WBC ADSL 2+Up to 10--6 to 18Available----
WBC ADSL 2+ Annex MUp to 10Up to 16 to 18Available----
ADSL MaxUp to 4--3.5 to 7.5Available----
WBC Fixed Rate2----Available----
Fixed Rate2----Available----
VDSL Multicast------Available----
ADSL Multicast------Available----

 

 

1. Product name:BT Home Hub
2. Serial number:+068343+NQ60813818
3. Firmware version:Software version 4.7.5.1.83.8.204.1.11 (Type A) Last updated 13/05/16
4. Board version:BT Hub 5A
5. DSL uptime:1 days, 12:48:14
6. Data rate:17000 / 36845
7. Maximum data rate:20024 / 53589
8. Noise margin:6.0 / 6.7
9. Line attenuation:15.1 / 15.3
10. Signal attenuation:15.0 / 15.4
11. Data sent/received:740.3 MB / 29.1 GB
12. Broadband username:bthomehub@btbroadband.com

 

 

 

FAQ

Results Image not loaded

 

 


1. Best Effort Test: -provides background information.

 Download Speed
 34.39 Mbps
  
0 Mbps35.66 Mbps
Max Achievable Speed

 Download speedachieved during the test was - 34.39 Mbps
 For your connection, the acceptable range of speedsis 40 Mbps-35.66 Mbps .
 Additional Information:
 IP Profile for your line is - 35.66 Mbps

2. Upstream Test: -provides background information.

 Upload Speed
 12.5 Mbps
  
0 Mbps20 Mbps
Max Achievable Speed

Upload speed achieved during the test was - 12.5Mbps
 Additional Information:
 Upstream Rate IP profile on your line is - 20 Mbps

 

0 Ratings
27 REPLIES 27
Highlighted
Distinguished Sage
Distinguished Sage
1,013 Views
Message 2 of 28

Re: Who is responsible for fault in underground cable between Green box and my home ?

Openreach deal with the external network if an actual service affecting fault is reported by BT Retail.

 

Unless your connection speed drops below the lowest speed specified in Range A, then nothing will be done.

 

Your connection time is showing as

5. DSL uptime:

1 days, 12:48:14

 

I assume that was the last time the connection dropped?

 

Is your phone line quiet?

 

 

0 Ratings
Highlighted
Newbie
1,003 Views
Message 3 of 28

Re: Who is responsible for fault in underground cable between Green box and my home ?

Yes it was the last time it dropped, which happens most days.

 

Just did the quiet line test, seemed ok.

0 Ratings
Highlighted
999 Views
Message 4 of 28

Re: Who is responsible for fault in underground cable between Green box and my home ?

Your line is impacted but as long as you achieve your minimum speed nobody will touch the fault
Go on the main bt products webpage and pretend you buy a package
Insert phone line and post code and see whats the minimum guaranteed
If you are getting less open a fault and insist they dig and fix it. If you ate getting same or more nothing possible am afraid
0 Ratings
Highlighted
Newbie
995 Views
Message 5 of 28

Re: Who is responsible for fault in underground cable between Green box and my home ?

In the BTwholesale test it says..

 

Download speedachieved during the test was - 34.39 Mbps
 For your connection, the acceptable range of speedsis 40 Mbps-35.66 Mbps

 

According to this I fall outside the acceptable speed range.

 

Is that the correct understanding ?

0 Ratings
Highlighted
Newbie
988 Views
Message 6 of 28

Re: Who is responsible for fault in underground cable between Green box and my home ?

 

 

I did what you said and went in as a new customer and gave it my landline number and postcode..

 

Yes! You can get superfast BT InfinityFIBRE BROADBAND
 
You could get
61Mb-79MbEstimated download speed range*
 
You currently get
61Mb-79MbEstimated download speed range*
 
54MbMinimum guaranteed speed
0 Ratings
Highlighted
982 Views
Message 7 of 28

Re: Who is responsible for fault in underground cable between Green box and my home ?

so your speed is lower than the guaranteed whicn means they can send an engineer
When they came befor have they checked the wiring in your home?
you need to be sure your wiring is not the cause of the disconnects in doubt connect to the test socket for a few days before calling them
0 Ratings
Highlighted
Newbie
979 Views
Message 8 of 28

Re: Who is responsible for fault in underground cable between Green box and my home ?

Yes I have had wiring checked internally by BT engineer, and I just updated from HH3 to HH5 to see if that helped, but still the same.

0 Ratings
Highlighted
Newbie
978 Views
Message 9 of 28

Re: Who is responsible for fault in underground cable between Green box and my home ?

The engineer who last came in and checked my wiring was the same engineer who quietly admitted their is a "small fault half way up my street" which would be underground cable.

0 Ratings
Highlighted
973 Views
Message 10 of 28

Re: Who is responsible for fault in underground cable between Green box and my home ?

In theory open reach has to fix the fault between your boundary and the cabinet
In practical terms if the cable is underground it is unlikely they will dig the Tarmac just for you
Your line is impacted B and you are getting a value just above the low figure
Even if you switch supplier you would be in the same situation. I would try to get a discount but can't see how to get this sorted easily
0 Ratings