Stable internet connection

Nicki

Is there anything I can do if the problem is with the line? My understanding (which could well be very wrong ) is that even if I switched to a line managed by another provider, they would still be using the existing wiring coming into the house.

I am sure the line is poo because when I search for ISP speeds for my postcode, they all show quite slow speeds, and as I have said cable isn't available in our area, which is frustrating as we live just on the outskirts of zone 1 in London and the roads are constantly being dug up, so you would have thought at some point someone could have dragged us into the functioning present!

BlueC

This sounds to me very much like a bad phone line causing drop outs.

Problem is, none of the ISP's like to admit this because it would mean they'd have to escalate the fault to BT Openreach who would then charge the ISP for a repair. An Openreach callout is about £100 wholesale, which would often be more than a full year's worth of ADSL subscriptions, hence you can see why ISP's don't like to escalate such problems.

As above, first try different micro-filter(s). Then try using the test socket. Then try a silent line test (should be no noise on the line). Then have a look at your internal wiring... theoretically you're not supposed to touch the wiring but sometimes you can trace an obvious fault (like broken insulation on the line - maybe a pet has chewed through it?) and replace it.

If the line is noisy one alternative course of action is to report the fault to BT as a voice fault as it is then their problem and not your ISP's.

If you did move your line to Orange then it's just exactly the same line but they may be more willing to escalate a repair for a line that has been transferred to them as at least they'd be making some money from it.

Osarkon

Nicki wrote: »

BT said the line was fine when the problem first started.

I've been with Orange for about 10 years when they were freeserve . The free freeserve router is long gone (and wasn't wireless anyway I don't think). I've never had an orange supplied router.

I'm still trying to digest esuhi's advice! I am a total novice as I said. Do I have to dismantle the main BT socket to do this and if I unscrew the faceplate is the "test socket" obvious? The router is plugged in to the main BT socket already if that makes a difference. I have already tried changing out cables and filters and replaced the router 3 weeks ago and was having the same problem with the old one which was the reason for replacing it.

Not a problem.

Yes you'd need to dismantle the main socket to gain access to the test socket, and yes it's obvious. You just have two sockets visible with the faceplate off, plug the router into the other one to test.

I don't see how orange could promise you a more stable connection on a higher paying deal if they can't solve the current problem.

Nicki

How do I do a silent line test? And when you say look at the wiring, do you mean behind the face plate when I go hunting for the test socket or something more comprehensive than that?

What would I say to BT? Would they not just test the voice element and see it is fine?

Figment

Log into your router and find the following stats. Post the figures here

Connection Speed
Downstream ____ Kbps
Upstream ____ Kbps

Line Attenuation
Downstream ____ dB
Upstream ____ dB

Noise Margin
Downstream ____ dB
Upstream ____ dB

BlueC

Nicki wrote: »

How do I do a silent line test? And when you say look at the wiring, do you mean behind the face plate when I go hunting for the test socket or something more comprehensive than that?

What would I say to BT? Would they not just test the voice element and see it is fine?

I think you dial 17070 for a silent line test.

Follow the wiring from where it enters the house (overhead or undergound?) to your master BT socket and check to see if it is in good condition. If the line also goes around the brickwork on the outside of the house and is accessible, check it there too.

If the silent line test is noisy, then I would report it to BT because Orange are like never going to escalate your issues to BT. If you do this then its vital you don't ever mention that its a broadband problem but tell them you're hearing noise and occasional cut outs on voice calls. They'll test the line. Persevere with them and eventually they'll send an engineer out.

Obviously if the line test is silent then this won't really be an option. In which case I'd keep banging on to Orange about it. Even start escalating the complaint in writing to their customer services team.

Good luck. These things can be very time and energy consuming to sort out.

Figment

Nicki wrote: »

How do I do a silent line test?

The BT line test facility can be accessed from any BT line by dialling 17070.

Unplug any extention phones, extention cables, answer machines or fax (anything except the phone you will use to do the test!).

Plug a normal touch tone phone directly into the BT master socket.

Dial 17070, press option 2 (quiet line test)

You should hear 'Quiet Line Test' and then silence, there should be no pops, clicks, whistles, buzzing etc. If there is noise on the line, make sure it's not your phones connection to the socket (wiggle it about a bit) and that you are using the master socket. If you are sure its the line making the noise then call BT and report the fault, they should be able to sort it out. Remember that 'mis-reporting' a fault (e.g. if it turns out to be your phone, phone extension lead etc.) may be charged a call-out fee by BT.

Nicki

Figment wrote: »

Log into your router and find the following stats. Post the figures here

Connection Speed
Downstream ____ Kbps
Upstream ____ Kbps

Line Attenuation
Downstream ____ dB
Upstream ____ dB

Noise Margin
Downstream ____ dB
Upstream ____ dB

ADSL Link Downstream Upstream
Connection Speed 1150 kbps 104 kbps
Line Attenuation 33.0 db 20.2 db
Noise Margin 6.4 db 13.6 db

hareng

Whats it say when entering phone number in here.
http://speedtester.bt.com/

Sounds like your on an ADSL product and should be pretty nifty at 33db, i had 75db on ADSL2+ and got 1.4 to 1.6meg downloads when working.

closed

Orange should be sorting it out, and referring to bt if it is a line fault.