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Newbie
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Message 1 of 11

Dropped internet connection & very poor customer service

I have been having dropped connections on our broadband for 6 months. 9 engineers have visited and 'fixed' the problem. It re-occurs every time. I am resorting to this forum as I am fed up with talking to India to people who cannot help and can barely understand my problem. I have been going round in circles for 6 months and so far wasted 3.5 days of my time waiting in for engineers who don't know the history of my problem and, again, fix the problems only for them to return. How on earth do I break this cycle and actually deal with someone who can take ownership of the problem and fix it permanently?
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Distinguished Sage
Distinguished Sage
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Message 2 of 11

Re: Dropped internet connection & very poor customer service

can you post stats from your router

 

do you know what faults were supposedly fixed by the 9 engineer visits which you have already had.  obviously the only fix is by engineer visit if your line is continually dropping connection

 

is quiet line test quiet - no hiss or crackle

 

have you checked for REIN using a protable radio tuned to 612MW?



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Newbie
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Message 3 of 11

Re: Dropped internet connection & very poor customer service

Stats from the router? How? They often don't tell you what the fault is but I've had crackling line, problem at the exchange, problem with the line etc. I haven't checked for REIN because I haven't a clue what that is and it's not my job to check it!
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Recognised Expert
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Message 4 of 11

Re: Dropped internet connection & very poor customer service

Please post your full Router Stats. For a Home Hub see on here: Broadband Top Tips . Full router stats are key to any speed & connection issues.

 

Try plugging your router into the hidden test socket that is revealed when you remove the bottom half of the split faceplate (2 screws) of your master socket. Only do this if you have a split faceplate. Do you have any extension sockets? Are there any wires connected to back of faceplate?

Post your full Router Stats when plugged into test socket.

Try the BT Quiet Line Test (dial 17070 Opt 2), preferably with a corded phone, in the test socket with the router disconnected. If there is any noise, report to your landline provider as a voice fault (don't mention Broadband). Often sorting out voice faults will fix the Broadband as well.

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Distinguished Sage
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Message 5 of 11

Re: Dropped internet connection & very poor customer service

this link explains about REIN http://www.kitz.co.uk/adsl/rein.htm it can often be caused by internal wiring and devices which are your responsibility
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Newbie
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Message 6 of 11

Re: Dropped internet connection & very poor customer service

XRaySpeX

Thanks for the explanation. Not sure how much you need in terms of stats - I get a lot of categories to choose from and more than a page just for today.

 

I have had two occasions when the line has crackled then been fixed but with no solution to the broadband.

 

Cheers

Tim

 

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Distinguished Sage
Distinguished Sage
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Message 7 of 11

Re: Dropped internet connection & very poor customer service

Sounds as though you are possibly looking at the logs rather than the stats. Which version of the hub do you have.

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Newbie
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Message 8 of 11

Re: Dropped internet connection & very poor customer service

Home hub 5 version a
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Distinguished Sage
Distinguished Sage
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Message 9 of 11

Re: Dropped internet connection & very poor customer service

The stats are at Troubleshooting > Helpdesk

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Newbie
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Message 10 of 11

Re: Dropped internet connection & very poor customer service

These?

  1. Product name: BT Home Hub
  2. Serial number: +068543+NQ52220149
  3. Firmware version: Software version 4.7.5.1.83.8.236.1.2 (Type A) Last updated Unknown
  4. Board version: BT Hub 5A
  5. DSL uptime: 0 days, 03:40:06
  6. Data rate: 2175 / 14979
  7. Maximum data rate: 3345 / 11645
  8. Noise margin: 8.3 / 4.8
  9. Line attenuation: 35.1 / 27.0
  10. Signal attenuation: 34.7 / 22.2
  11. Data sent/received: 3.3 GB / 88.0 GB
  12. Broadband username: bthomehub@btbroadband.com
  13. BT Wi-fi: Yes
  14. 2.4 GHz Wireless network/SSID: BTHub5-HXS2
  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-HXS2
  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)
  22. Firewall: Default
  23. MAC Address: 54:64:d9:29:bb:c4
  24. Modulation: G.993.2 Annex B
  25. Software variant: AA

26. Boot loader:  1.0.0

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