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BT Broadband Issue

Hi All,

I've been having broadband issues that BT have now been unable to resolve for almost two months despite over the phone troubleshooting and an engineer arriving onsite.

The trouble is that broadband is exceptionally slow and frequently disconnects with an orange light on the hub flashing. BT have replaced the hub and I've tried connecting via two separate laptops to no avail.

I spoke to a BT engineer today who couldn't wait to get me off the phone, he said my problems is the hub being turned off every night and advised hubs should never be turned off. I mentioned that for five years the hub was switched off with no issues and the engineer could not account for this.

What are my options as this needs to be resolved?

Thanks
«13

Comments

  • giraffe69
    giraffe69 Posts: 3,570 Forumite
    Part of the Furniture 1,000 Posts Photogenic Name Dropper
    Broadband takes some time to settle down so if you switch it off each night it all starts again the next day. That may not be the problem but why would you switch it off overnight? Option 1 is to leave it on and see if that makes a difference.
  • macman
    macman Posts: 53,128 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    Every time you switch it off it has to resynch the line on reconnection, so it is not surprising that your broadband is slow. You appear to have a line issue as well, but leaving it on for about ten days will make the best of the speed the line can support.
    Completely pointless to switch it off overnight as the power consumed by a router is tiny.
    No free lunch, and no free laptop ;)
  • chanz4
    chanz4 Posts: 11,010 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Xmas Saver!
    It shouldn't make a drop, have your filters been checked? Slow speed is also normally too much traffic in the area.


    Turning it on and off can effect the hub, but to be honest don't think this is a case. I used to contract for bt faults in the field and will say the usage of power is negligible.
    Don't put your trust into an Experian score - it is not a number any bank will ever use & it is generally a waste of money to purchase it. They are also selling you insurance you dont need.
  • Cotta
    Cotta Posts: 3,667 Forumite
    I've left the hub on for a week now and the performance is still no better.
    The amber light still flashes and the speed is slow and unstable. I've went around in circles for two months with BT and nobody there wants to take ownership. They're continually doing over the phone diagnostics when the issue seems to relate to a damaged phone line. An engineer has been onsite and changed the hub etc to no avail.

    Is there anyway to get someone from BT to help?
  • JJ_Egan
    JJ_Egan Posts: 20,281 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    Your members page >> Help >>
    BT Community forums is your best solution as a CS often picks up problems .

    As to ownership have you tested direct from the master socket over an ethernet cable .

    The BT test page has advanced diagnostics and they may show that your continual turning off has dropped the profile of your line down .A week may well not been long enough to reset or BT may need to reset .

    if BT OR send an engineer out and problem is after the master socket you get charges around £130 .
  • Cotta
    Cotta Posts: 3,667 Forumite
    I've had to refer this to the BT Representative, three engineer visits, countless phone calls and three months later and still my hub re-sets itself.
  • Cotta
    Cotta Posts: 3,667 Forumite
    Despite the BT representative getting involved things have now only got worse. An engineer was out yesterday and now not only is the broadband down but they managed to disable the phone line. This is a living nightmare.
  • Cotta
    Cotta Posts: 3,667 Forumite
    Six visits without a resolution, this must be a record?
  • bxboards
    bxboards Posts: 1,711 Forumite
    I've had ongoing issues with my BT Broadband for months - daily disconnects with orange light flashing.

    Frustration wirh customer service as they ask the same questions - ie connected to wireless or wired which is irrelevant when the hub itself can't connect to the internet. I really don't like 'support' which essentially tells you to turn things of and on again or to 'reset' - it's no help and just coming from a script.

    I have logs of these disconnects but no one seems interested in troubleshooting, and the Openreach chap can't find any issue with the phone line.
  • Bogof_Babe
    Bogof_Babe Posts: 10,803 Forumite
    I've had problems with BT recently - last month my alleged usage went up by 2 to 2.5 GB on three occasions, when I was only doing my usual couple of hours browsing, no YouTube downloads etc.

    As it's in a flat I started switching the router off when I wasn't using it, even though it didn't appear that anyone else was hacking it as the wifi light went off as soon as I switched my laptop off.

    I reported it to BT but got nowhere. They tried to transfer me to their tech guys but after holding for 20 minutes I gave up.

    So far this month it's been fine, the usage meter is showing about what I'd expect i.e. no more than a couple of hundred MBs a day max. As I'm on a 10GB a month plan I can't afford to take my eye off the ball!

    BT does seem temperamental sometimes :( .
    :D I haven't bogged off yet, and I ain't no babe :D

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