Broadband problems via BT line.

Benidormqueen

Hi potsed on Techie but thought I should try here too,
Broadband Problem
Hello Everyone,

I am having a bit of a problem with my Broadband connection, its been playing up for nearly 7 weeks. I am with Virgin.net, at the moment I can only get a connection from my BT test socket so I am having to run an extension lead upstairs. It will not connect on my second socket upstairs or through my actual BT socket downstairs. Virgin arranged for BT to come out and look at my line, they said there is no problem with the sockets and did something in one of their signal boxes and then asked virgin to slightly reduce the speed of my package, they said after this it should work through my sockets. It was virgin's fault in the first place for doubling the speed without me asking (package 1.1 they set up 2.2mbps!)

Virgin eventually lowered the speed after a lot of chasing and arguing, this solved the problem for an hour then it was back again. Virgin have said it is nothing to do with them now as they are providing a service to the test socket and to get BT back out, but BT wont speak to me over the phone as my broadband service is not with them. Virgin told me to pull a wire from the socket to ensure BT come out. Can any one help with what I should try next.

Thank you

:beer: :T

tsol

Benidormqueen wrote:

BT test socket

What do you mean by test socket? do you mean with the front face plate on the master socket removed?

The whole sockets thing is confusing me, please explain in more detail about the 'sockets' as it is not clear what you mean.

Browntoa

it's Virgins Responsibilty to raise a fault with BT !!!!!!

thats like BT telling you to smash the virgin modem so that they have to send you another

Benidormqueen

My broadband will only work when I connect to the master socket, inside the white BT box. If I plug into my 2nd phone socket upstairs or into the front of the BT white box it either wont connect at all or will connect for a short while before cutting out.

Virgin initially raised a fault with BT, they came out and said that Virgin needed to reduce the speed which they have since done. Virgin are now telling me to basically go away, its not their problem as I can get a connection through the BT Master socket.

espresso

Benidormqueen wrote:

My broadband will only work when I connect to the master socket, inside the white BT box. If I plug into my 2nd phone socket upstairs or into the front of the BT white box it either wont connect at all or will connect for a short while before cutting out.

The idea of the NTE5 master socket, is so the properties extension wiring can be isolated from the BT line side of the master socket. If your broadband works fine when plugged into the test socket, it does point to a problem with your internal wiring, so BT/Virgin will not be interested. The cable used for the internal wiring need to be proper telecoms cable with twisted pairs and not burglar alarm cable which does look very similar.

cajef

Unfortunately Virgin are correct, when you go into the test socket under the face plate on the BT box it isolates your internal wiring to any extensions, so your internal extensions are disconnected.

If your broadband works ok when plugged into this socket it eliminates any problems on the BT side of things, because the fault is only there when you use your extension it points to a internal wiring fault, which is not BT's responsibility and they will charge you a heafty amount to come out and fix it.

Best to check the connections yourself or get someone in that knows about phone wiring to have a look.

Benidormqueen

I thank-you all for your help,
I thought it might of been BT's fault, but reading what you peeps have said I understand what you mean,won't dare touch it myself just don't know where to go from here, If I could get BT out, do you think it would be very costly?
Don't like just ringing anybody out of phone book don't want ripping off.

manda1205

Benidormqueen wrote:

I thank-you all for your help,
I thought it might of been BT's fault, but reading what you peeps have said I understand what you mean,won't dare touch it myself just don't know where to go from here, If I could get BT out, do you think it would be very costly?
Don't like just ringing anybody out of phone book don't want ripping off.

BT will charge you loads, I really wouldn't bother with them. Don't you know anyone who knows bout computers and phone wiring etc? I personally would buy another new extension lead and make sure your'e putting all the correct splitters in place.

cajef

I don't know BT's charges, phone them and ask tell them you want your extension wiring checked out, one of the problems is that most BT engineers do not deal with broadband, you need a BT trained ADSL engineer who knows what he is looking at as far as broadband connection works.

I understand they are not cheap well into double figures and possibly treble, you could try asking at a local computer shop if they could recommend someone, but as always get a quote first.

Benidormqueen

:beer: all of you for your help.

clark1982

1 BT ext socket £165.13!