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Message 1 of 5

broadband problems ?

ok worst thing i ever did was swapping to bt on 15 november . so far then , 3 bt home hubs , 3 engineer visits , over 10 phone calls trying to sort this problem . 3 mornings off work at my cost overcharged by 120 pounds on my bill., no one returns my calls ?? when i tried to cancel they wanted to charge me (so so mad about this ) im left with broad band no better than dial up? some one please tell me what do i do? HELP HELP (ps when i use my pc on my mums broad band it works fine )
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Recognised Expert
Message 2 of 5

Re: broadband problems ?

Hi welcome to the forums,

The forums are customer to customer in the first instance, Only the mods (BT) will ask for personal information through a email link. Would you mind posting your Hub stats & BT speed test results this will help all with diagnosis-

To post the full stats from your router
for home hub -
Navigate to ADSL Settings or use the A-Z at the top right
Click on More Details and then post the results.
Run BT speed tester and post the results from

If possible it would be best to connect to the BT master socket remove the front plate if possisble and connect to socket this will rule out any telephone/broadband extension wiring also consider the housing of the hub/router as anything electrical can cause problems as these are your responsibility

Noisy line! When making telephone calls, if so this is not good for your broadband, you can check-

Quite line test dial 17070 option 2 and listen - should hear nothing best done with old type analogue phone digital (dect) will do but may have slight hiss If you hear noise- crackling pops etc, report it as a noisy line on your phone, don’t mention broadband, Bt Faults on 151.

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Message 3 of 5

Re: broadband problems ?

Line state:Connected
Connection time:1 days, 02:15:25
Downstream:13.5 Mbps
Upstream:1.045 Mbps
ADSL Settings
Modulation:G.992.5 Annex A
Latency type:Interleaved
Noise margin (Down/Up):3.2 dB / 5.7 dB
Line attenuation (Down/Up):31.1 dB / 17.9 dB
Output power (Down/Up):20.8 dBm / 12.3 dBm
FEC Events (Down/Up):378266207 / 102
CRC Events (Down/Up):319354 / 32
Loss of Framing (Local/Remote):0 / 0
Loss of Signal (Local/Remote):0 / 0
Loss of Power (Local/Remote):0 / 0
HEC Events (Down/Up):10615869 / 9
Error Seconds (Local/Remote):22468 / 18
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Message 4 of 5

Re: broadband problems ?

tell me im daft if you want but after 3 engineers have been should they not have checked this stuff .

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Distinguished Sage
Message 5 of 5

Re: broadband problems ?

post the full results from
Have you tried connecting to the test socket at the rear of the master socket Test Socket.jpg

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
also you could try the hints given by poster RogerB in this link they may help

Then someone here may be able to help and offer more advice.

This is a customer to customer self help forum the only BT presence here are the forum moderators

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