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stevi099
Newbie
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Message 1 of 14

How to complain

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I am having speed and conection problems with my internet. I have complained in the normal way phoning them emailing them private message on facebook etc , but not getting any help. Were could I try next. This has gone on for over two weeks. Thanks for any advice.

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Distinguished Sage
Distinguished Sage
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Message 2 of 14

Re: How to complain

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Welcome to this user forum. @stevi099 

What sort of broadband connection do you have, is it normal broadband, or superfast broadband?

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stevi099
Newbie
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Message 3 of 14

Re: How to complain

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Superfast Fibre Unlimited 50mb Was getting 48mb for the first two weeks now only 29mb,but it keeps dropping connection as well.

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Distinguished Sage
Distinguished Sage
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Message 4 of 14

Re: How to complain

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@stevi099 wrote:

 

Superfast Fibre Unlimited 50mb Was getting 48mb for the first two weeks now only 29mb,but it keeps dropping connection as well.


Your post is now on this board, which is the correct one for your service.

Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.

In order to find out what services and speed range you should be getting, please enter your phone number into this form.
Broadband availability checker


Please remember to edit out your phone number before you post the results.

If you are using the BT Smart hub please can you post your connection stats by, Open a new web browser on your connected device and type 192.168.1.254 or bthomehub.home into the address bar. This will open the Hub Manager.  Click Advanced Settings’ and then ‘Technical log’

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stevi099
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Message 5 of 14

Re: How to complain

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This is a list of your BT Smart Hub settings and current statistics.

Product name:

BT Hub 6A

Serial number:

+084316+NQ84462237

Firmware version:

SG4B1000B540

Firmware updated:

28-Jan-2019

Board version:

1.0

Gui version:

1.64.0

DSL uptime:

0 Days, 20 Hours 33 Minutes 54 Seconds

Data rate:

6.00 Mbps / 35.00 Mbps

Maximum data rate:

28611 / 83851

Noise margin:

18.7 dB / 19.5 dB

Line attenuation:

14.2 dB

Signal attenuation:
 
VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

147 MB Uploaded / 3073 MB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Active

2.4 GHz wireless network name:

BTHub6-QXS2

2.4 GHz wireless channel:

Smart (Channel 1)

5 GHz wireless network name:

BTHub6-QXS2

5 GHz wireless channel:

Smart (Channel 36)

Wireless security:

WPA2 (Recommended)

Wireless mode:

Mode 1

Firewall:

On

MAC address:

E8:AD:A6:E7:A3:35

Software variant:

-

Boot loader:

9.2.0

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Distinguished Sage
Distinguished Sage
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Message 6 of 14

Re: How to complain

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Disconnections or noise on your phone line has forced your speed down in an attempt to make your line stable.

Dynamic Line Management (DLM) – An automated system that monitors the errors and disconnections on broadband connections. The DLM automatically controls the Latency type, Noise margin, Sync rate, IP Profile and Line modulation depending on the quality, length and status of your line.

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stevi099
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Message 7 of 14

Re: How to complain

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have checked quiet line it is noisy. I kind of understand this I just want some help from BT but I am just going round in circles with them.

 

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Distinguished Sage
Distinguished Sage
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Message 8 of 14

Re: How to complain

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If the line is noisy at the test socket report it as a noisy line phone fault, don't mention broadband. When the noise is fixed your broadband speed will increase.

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stevi099
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Message 9 of 14

Re: How to complain

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Will try that thanks.

 

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Distinguished Sage
Distinguished Sage
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Message 10 of 14

Re: How to complain

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@stevi099 wrote:

have checked quiet line it is noisy. I kind of understand this I just want some help from BT but I am just going round in circles with them.

 


That is the problem.

If there is noise on the line, then you need to report it as  a noisy line. Do not mention the broadband problem, otherwise it will end up in the wrong fault queue, and take much longer to be fixed. There are plenty of people who can fix phone faults, but not as many broadband people.

Once the phone fault is fixed, then the broadband will get better.

The BT line test cannot detect a noisy line, which is why you are not making any progress with this fault.

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