BT home hub and broadband issues please help!!

bikingbarney

This **** thing is driving me crazy.

To get broadband in my house we have to go with BT so signed up about a week and a half ago and got sent a home hub 3.

the thing connected up ok but the flaming internet connection drops out every 5 to 10 mins and its bloody annoying.

anyway a couple of days into the contract and the first home hub packs up, phone bt and am on with their broadband technician who i can barely understand for 30 minutes when he decides that the home hub is broke so he send out a new one a few days later......

connect that one up and its exactly the same dropping internet connection all the time and with a day and a half that home hub packed up too!!!!!!!!!!!!!

so i spent another 30 mins on the phone to bt again, no sorry nothing, send me another home hub so thats the third one in under 2 weeks and ive only had it connected for an hour or so and its dropping internet connection about every 5 mins.

effing rubbish

anything i can do ??? cant put up with this for 12 months!!!

snab

do you use twitter?

If so follow @btcare and ask them to look at it for you. It might take 24 hrs for someone to answer but they're pretty good at getting a solution for you.

They certainly helped me get my speed up a bit through testing and getting an engineer out to swap my business line and residential line (business one doesn't have BB, only phone). One was better than the other.

notbritishgas

Well firstly you did not have to go with BT (although as a BT shareholder I'm pleased you did). By the sound of it you do not have any LLU providers on your exchange but could sign up to any one of the many providers who resell BT wholesale products.

However to your problem, is this the first time you have had broadband in your home? If so it could be down to a problem in your property such as internal wiring. To eliminate that possibility can you plug the Home hub into the test socket of your NTE, that eliminates all internal wiring/equipment and see if the drop outs continue.

Also can you post your router stats that will give us some idea how the line is performing.

bikingbarney

notbritishgas wrote: »

Well firstly you did not have to go with BT (although as a BT shareholder I'm pleased you did). By the sound of it you do not have any LLU providers on your exchange but could sign up to any one of the many providers who resell BT wholesale products.

However to your problem, is this the first time you have had broadband in your home? If so it could be down to a problem in your property such as internal wiring. To eliminate that possibility can you plug the Home hub into the test socket of your NTE, that eliminates all internal wiring/equipment and see if the drop outs continue.

Also can you post your router stats that will give us some idea how the line is performing.

hi thanks for the reply.

ive tried plugging in direct to the test socket and it made no difference(was one of the tests bt got me to do with the faulty first home hub)

as it is im plugged in direct to the wall plate via the filter by supplied.

how do i post up my router stats?

bikingbarney

DSL Line Status

Connection Information

Line state: Connected
Connection time: 0 days, 16:26:23
Downstream: 832 Kbps
Upstream: 448 Kbps

ADSL Settings

VPI/VCI: 0/38
Type: PPPoA
Modulation: G.992.1 Annex A
Latency type: Interleaved
Noise margin (Down/Up): 5.7 dB / 10.0 dB
Line attenuation (Down/Up): 71.4 dB / 31.5 dB
Output power (Down/Up): 15.0 dBm / 12.6 dBm
FEC Events (Down/Up): 67401 / 65
CRC Events (Down/Up): 31 / 13
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
HEC Events (Down/Up): 74 / 9
Error Seconds (Local/Remote): 18 / 8

does this mean anything to anyone?

bikingbarney

speed test........
download....0.70Mbps
upload........0.36Mbps
ping 48ms

notbritishgas

bikingbarney wrote: »

DSL Line Status

Connection Information

Line state: Connected
Connection time: 0 days, 16:26:23
Downstream: 832 Kbps
Upstream: 448 Kbps

ADSL Settings

VPI/VCI: 0/38
Type: PPPoA
Modulation: G.992.1 Annex A
Latency type: Interleaved
Noise margin (Down/Up): 5.7 dB / 10.0 dB
Line attenuation (Down/Up): 71.4 dB / 31.5 dB
Output power (Down/Up): 15.0 dBm / 12.6 dBm
FEC Events (Down/Up): 67401 / 65
CRC Events (Down/Up): 31 / 13
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
HEC Events (Down/Up): 74 / 9
Error Seconds (Local/Remote): 18 / 8

does this mean anything to anyone?

Well I will give you my opinion.

You are a very long way from the exchange as you have a downstream attenuation of 71.4db, so you will never have superfast broadband, whether this could affect your connection I do not know.

With that attenuation it may be better for you to go on a fixed rate connection that way the exchange equipment will not be continually trying to increase your speed and failing and then disconnecting you.
Your speed test ties in with your sync speed of 832Kbs.

It looks as if you have been connected OK for 16 hours this time?

Other people more expert than me may have more comments.

CountryGoose

What was the estimated speed for your line when you signed up? If it suggested more than 1Meg, then you may have a line fault.

Otherwise, you really have a !!!! line that appears to be at the end of the range for broadband.

Web browsing will be OK, but you can forget streaming videos.

If you have decent 3G phone coverage, you may get better speeds from that.

bikingbarney

well suprise suprise .

recieved my new home hub 3 on tuesday and connected it up tuesday night, connection was fine but kept dropping out on my newish laptop . connected my old laptop up and the connection was fine and stable.

however this morning i got a text from my wife saying the lights had gone out on the home hub, apart from the orange power light which kept flashing and then going blue and then flashing orange again.

now I have no internet connection again

this is beyond a joke, i am on to my 3rd home hub in the 2 weeks i have had broadban connected and i think ive had barely 5 days use in 2 weeks which i find unnaceptable.

I have contacted bt via email but had no reply.

I am loathe to spend another hour on the phone to a call centre.


what can i do ???

Ady87

Just me that thinks after 3 Home Hubs it's nothing to do with the hub....

penrhyn

You have a 72db line, and the stats you posted showed that the router was just hanging on to its sync with a 5.7db noise margin.
IMHO i'm surprised BT offered to supply you with a broadband service, which down to the length of the line to the exchange is always likely to be flakey.
As a previous poster has suggested it would be better if BT fixed your maximum download speed to somewhere around 500 - 800 Kbps.

The constant disconnections may well be due to BTs line management software trying, and failing to stabilise the connection.

Sorry to be such a pessimist.