Broadband problems

JanCee

My broadband provider is Orange, I have recently upgraded the package I receive from them to include home phone calls & a faster broadband speed & that is when all the problems started.

Instead of getting a faster download speed it has now dropped to 0.24. So far they have sent out a new router - no difference. Tested the home phone line, which is ok. Asked me wait 72 hours to see if the problem resolves itself - it hasn't.

The only problem (apart from the slow speed) is that when testing the phone line using the BT master socket I noticed a loose wire in there. I have no idea where it should go, but when I tried to report it to BT they just say that I am not a BT customer & I should contact Orange. Is this correct? I always thought that the line up to and including the master socket belonged to BT.

If anyone has any ideas or comments I would be grateful to hear them. Trying to explain this to a call centre in India is driving me mad.

greyteam1959

Have a look at the loose wire & see what colour it is.
Is it orange with white stripes etc.
Post back on here.
Then somebody will tell you if it needs to be connected & where to.

russell_e

There should only be 2 wires connected.

HTH

JanCee

The wire that is loose is a very fine green. It appears to be part of a group that leaves the socket & goes round the house(if that makes sense) & not part of the main group that come into the socket from the outside.

lee634

OK,

BT have split into 2 companies, BT which provide a service and BT Wholesale
who are known as openreach, These guys openreach provide the infrastructure to the telephone system, so when you phoned BT they were correct as you are not a customer, what has to happen is that orange would phone openreach if there was a wiring problem, however these guys only deal with upto the socket and not internal wiring, if you have a modern BT Faceplate, you can remove the lower part and connect your modem directly to the test socket, this will ensure none of the internal house wiring is affecting your speed

you only need 2 wires connected connected inside the socket which goes around the house, and these should be connected to pins 2 and 5

JanCee

Ok thanks for that. I am using the test socket at the moment so at least I know that the loose wire isn't affecting the download speed. I still don't know where it goes though!

lee634

if you have wires attached to pins 2 & 5 then thats fine, the other wires are not needed and have not been tidied up, eg coiled up out of the way, the cable will be 8 wires and the ones not used can be used as spares should one of the wires break.

-TangleFoot-

JanCee wrote: »

The wire that is loose is a very fine green.

According to this that particular wire would have been connected to terminal 4 to keep things tidy.

bod1467

http://www.siteguru.co.uk/be/ADSL2PlusForDummies.pdf

Take a look at that PDF - it will help with troubleshooting your connection.