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kaf128
Beginner
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Message 1 of 3

BT Broadband keeps failing

I am back at my mother's house in rural Hampshire - was here about 12 months ago in first lock-down, for my father's funeral.  The BT broadband is still utterly appalling - network errors happen about every two minutes and web-sites that take 5 seconds for me to access at my home take 4 to 6 minutes (if they work at all !) here.  (I even have an error typing on here - "unable to complete the action you requested" - that's how bad it is !)  - please can I request someone to check out the router and the line ? No error light is ever shown on the router but most internet access fails.  I have a whole raft of screen shots of network error messages for every web-site I have visited in the last few days.  My mother has been a BT customer for over 50 years and I believe that she deserves better.  Thanks.  K Foot.

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imjolly
Distinguished Sage
Distinguished Sage
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Message 2 of 3

Re: BT Broadband keeps failing

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 stats from your router (if hub enter 192.168.1.254 in your browser) and if  HH5 then go to troubleshooting then helpdesk and if HH6/SH2 then advanced settings then technical log information . 

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

 

enter your phone number and post results  remember to delete number   https://www.broadbandchecker.btwholesale.com/#/ADSL

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



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Gary_C
Aspiring Expert
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Message 3 of 3

Re: BT Broadband keeps failing

As this is a customer to customer forum helping each other out (with only the moderators as BT employees), you should contact BT to report the issue https://www.bt.com/help/report-and-track-your-bt-problem

However, we can try to help as well, so it would be good to see the data from the hub (the troubleshooting page or similar) that shows the sync rates, speeds and noise margin. This is likely to give an insight into the problem.
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