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Nocturne
Beginner
3,596 Views
Message 1 of 24

phone line works but no broadband for 2 months?

Hi,

Our phone line works perfectly but we've been without broadband for almost two months (the amount of time we've been with BT) albeit the odd 2 or 3 days of very slow (around 5kb) connection. I've lost track of the amount of engineers we've had with Bt and Talktalk with whom we had the same problem for 6 months though the broadband did work last july and august. The last engineer that came last tuesday said that she had done all that she could do and that it worked further up the line but the problem was the distance our house is (7km) from the exchange. She said that BT would contact us but it's been a week now, We're wondering if there is actually anything that could be done about this problem and if there isn't and we have to leave will we be able to get a refund from them for not sticking to their part of the contract,

 

thanks,

 

nocturne

23 REPLIES 23
Distinguished Sage
Distinguished Sage
3,591 Views
Message 2 of 24

Re: phone line works but no broadband for 2 months?

If you are 7Km from the exchange, then you are probably too far from the exchange.

 

Which home hub have you got, and does the broadband attempt to connect?

 

 

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Nocturne
Beginner
3,584 Views
Message 3 of 24

Re: phone line works but no broadband for 2 months?

Even though we're 7 km from the exchange the broadband worked last year in july and august even if very slowly

We have BT home hub 3 and  the wifi light is constantly flashing orange  so i think so  

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Distinguished Sage
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Message 4 of 24

Re: phone line works but no broadband for 2 months?

as Keith has said you are at the maximum range for broadband and you are very unlikely to maintain a stable connection the broadband light the centre one on the hub 3 should be flashing orange if it is trying to connect the wireless light should be blue
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Distinguished Sage
Distinguished Sage
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Message 5 of 24

Re: phone line works but no broadband for 2 months?

Its possible that we can help.

 

Does your master phone socket look like this

or this or even this

 

Nocturne
Beginner
3,573 Views
Message 6 of 24

Re: phone line works but no broadband for 2 months?

The first one is the most similar except ours has another socket above the line and an openreach logo in the upper left corner

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Distinguished Sage
3,569 Views
Message 7 of 24

Re: phone line works but no broadband for 2 months?

infinity socket.jpgDoes it look like this one ?

Nocturne
Beginner
3,567 Views
Message 8 of 24

Re: phone line works but no broadband for 2 months?

yes it does

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Distinguished Sage
3,557 Views
Message 9 of 24

Re: phone line works but no broadband for 2 months?

ok that is the latest filtered socket normally used on Infinity installs
as i posted earlier are the power and wireless light Blue and the centre light flashing orange ?
Nocturne
Beginner
3,553 Views
Message 10 of 24

Re: phone line works but no broadband for 2 months?

Yes the power and wireless lights are blue and the wifi is flashing orange

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