BT Broadband connection problem

[Johndm]

When I moved house 4 months ago, I had my BT 8 Meg service transfered to my new address.

My router has suffered frequent line drops, re-connecting at various speeds between 1.1 and 2.3. I'm aware my speed will be lower now than my old address, (I had 8.1 there) as I'm now further from the exchange. The BT checker says 'up to 3.5' for my new address.

Anyway, finally got around to checking the phone wiring, and found a badly corroded socket which has now been replaced.

My router is now rock steady at 2.1, with no drops for 8 days, so I thought I'd email BT help to see if they can arrange to re-train my line now the fault is repaired.

The helpdesk are just useless, they don't even understand what I'm talking about, some quotes....
-------------------------------------------------------------------------

I understand from your e-mail that you have had frequent connection drop and now your connection is stable with improved speed. I also infer that you want to know when you will get 8Meg connection. I apologise for the inconvenience caused to you.

Please be informed that BT is working all over UK to lay fiber optics cables to improve the connection speed. Bt will complete the process as soon as possible. You will get 8Meg connection speed once the process is complete.
-------------------------------------------------------------------------
I understand from your e-mail that you want BT to arrange broadband for your line as your line fault has been now fixed.

Please note that our Records indicate that you have a product or service supplied to this line that is currently incompatible with broadband. You will need to have the product or service ceased before broadband could be provided. If you place an order before the incompatible product or service has been ceased then the order will be rejected
--------------------------------------------------------------------------
I understand from your e-mail that you want to arrange for your line fault. I am sorry for the inconvenience caused. I share your concern and I am here to assist you.
--------------------------------------------------------------------------

Clearly the helpdesk don't understand English, so can anyone give me a clue who else I could speak/email to...............

[wezzywebb]

hi there,i,m having massive problems at the moment with bt total broadband,i,m getting upto 4 meg at my hub ,but my download speed is capped at 135 kbs ,i spent over 2 hours to the idiots in india with no joy ,tell them you want to cancell ,they put you through to scotland ,then they give you an english tech guy ,cant guarantee they,ll resolve problem though ,i,m not very hopefull over mine getting fixed anytime soon !!

[Johndm]

hi there,i,m having massive problems at the moment with bt total broadband,i,m getting upto 4 meg at my hub ,but my download speed is capped at 135 kbs ,i spent over 2 hours to the idiots in india with no joy ,tell them you want to cancell ,they put you through to scotland ,then they give you an english tech guy ,cant guarantee they,ll resolve problem though ,i,m not very hopefull over mine getting fixed anytime soon !!

The call/email centre are totally useless, I used the BT moving home service a few months ago which resulted in no phone for 3 days and no internet for a week.

There MUST be another department to call..................:suicide:

[canardo]

if you have improved the snr margin on the line power cycle your router twice a day should take effect after about 2-3 days

easy way to test to see if you can improve the line is to plug into the master socket, if you take the face plate of your main socket(assuming you have one I think they are called NTE5 or something similar) you should be able to disconnect all the other wiring and plug into here, if this improves your snr margin you might be able to get higher speeds

disconnecting the old bell wire helps some people as well

[Johndm]

if you have improved the snr margin on the line power cycle your router twice a day should take effect after about 2-3 days

easy way to test to see if you can improve the line is to plug into the master socket, if you take the face plate of your main socket(assuming you have one I think they are called NTE5 or something similar) you should be able to disconnect all the other wiring and plug into here, if this improves your snr margin you might be able to get higher speeds

disconnecting the old bell wire helps some people as well

Hiya,

Are you suggesting that cycling the router will force or train a higher connection?

I understood that after the initial 10 day training period, the line would be 'fixed' at a maximum rate...end of story.

I've checked and rewired all my sockets, checked filters, plugged into master socket etc etc, checked SNR, and its the same SNR with everything connected up.

Just rechecked my router, and its actually this morning re-connected at 2240/448, SNR now 17.2 up and 14.1 down. Thats the best numbers ever!

I've also finally got an answer from the numpties on the helpline as follows...
--------------------------------------------------------------------------

I understand from your e-mail that you want to re-train your line to enable high speed connection. I realise your concern.
I would like to help you on this but issues like these are handled by our Order Management department (OMD). So please contact them at the phone number 0800 800 150. They work from Monday to Friday from 8:00 hours to 20:00 hours and on Saturday from 9:00 hours to 13:30 hours. I am sure they will be in a better position to assist you further. I apologise for the inconvenience caused.
-------------------------------------------------------------------------

[Johndm]

Just had it all to bits again, and got a result..:smashin:

After doing more research, I discovered that if the orange ring/bell wire is connected, then it can cause problems.
There was no orange to master socket, but there was one connected along with blue/white and white/blue to an upstairs extention.
Removed orange, and connection went straight up to 3488/448.
Also tried a selection of filters, (all new BT ones), but found one worked slightly better than the others.
Think I'll invest in a nice ADSL faceplate.

Anyway, now getting 3520/448, and no more RS Uncorrectable Errors.

Guess I'll be happy with that, as the BT checker says 'up to 3500' for my distance from the exchange.