[wrexham103.4]

Since last Thursday my broadband connection has gone awful; sometimes it works at 3Mbps (my usual speed) for about 5 minutes, then no connection at all, then 0.20Mbps and the pings are 2000ms. The BT wholesale speed test comes back as 0.00 for the upload test. I called BT on the thursday and they said it was my homehub 2 was faulty,so they sent out a Hub3 and it worked for about 30 mins, and again I started having the same issues.

I was told to plug the router directly the the master socket (this is by the front door and well away from any electrical interference) by removing the front cover - again still the same issues, Ive spoken to BT 5 times and they have sent updates over and over again, Ive been told to leave it for 24 hours and it will be fixed - nope still rubbish. They done tests and said my line is ok.

This is driving me mad now, any advice

[Thine Wonk]

I'd ask in the BT broadband forums http://forums.digitalspy.co.uk/forumdisplay.php?f=260

[wrexham103.4]

Quote:

Originally Posted by Thine Wonk

I'd ask in the broadband forums.

oh bugger i meant to post in there its because im viewing this forum so much, can a mod move it please

[Thine Wonk]

Haha, no worries.

They do say to give it 24 hours after resetting your IP Profile / bRAS, if it goes bad again and they can see your line can't stay stable then after replacing the modem they'll have to send an engineer out I think.

I'd sign up to Think Broadband's monitor for free so that you can temporarily monitor the WAN IP and see what the graph looks like http://www.thinkbroadband.com/ping/

BT will have a view they can see of your line similar to this, it is often just a case of keeping on to them until they find the issue, which is probably a line fault.

This is another good place to look https://community.bt.com/t5/Broadband/ct-p/BB

[wrexham103.4]

Quote:

Originally Posted by Thine Wonk

Haha, no worries.

They do say to give it 24 hours after resetting your IP Profile / bRAS, if it goes bad again and they can see your line can't stay stable them after replacing the modem they'll have to send an engineer out I think.

I'd sign up to Think Broadband's monitor for free so that you can temporarily monitor the WAN IP and see what the graph looks like http://www.thinkbroadband.com/ping/

BT will have a view they can see of your line similar to this, it is often just a case of keeping on to them until they find the issue, which is probably a line fault.

This is another good place to look https://community.bt.com/t5/Broadband/ct-p/BB

Thanks hope they do send an engineer ive burnt thru my 10GB data add from EE in less than 2 days and I aint spending another £16 lol

[d'@ve]

Quote:

Originally Posted by wrexham103.4

Since last Thursday my broadband connection has gone awful; sometimes it works at 3Mbps (my usual speed) for about 5 minutes, then no connection at all, then 0.20Mbps and the pings are 2000ms. The BT wholesale speed test comes back as 0.00 for the upload test. I called BT on the thursday and they said it was my homehub 2 was faulty,so they sent out a Hub3 and it worked for about 30 mins, and again I started having the same issues.

I was told to plug the router directly the the master socket (this is by the front door and well away from any electrical interference) by removing the front cover - again still the same issues, Ive spoken to BT 5 times and they have sent updates over and over again, Ive been told to leave it for 24 hours and it will be fixed - nope still rubbish. They done tests and said my line is ok.

This is driving me mad now, any advice

Sometimes, faults like yours are hard too pin down and if it can't be fixed within a week or two, you will have to ensure that it's escalated to their top level of technical support.

When I had a similar (but not as bad) problem a few years ago when on Sky broadband, in my case brief disconnections at random times between 10 and 20 times a day, I kept a log in Excel and used this information to get it escalated upwards but even then, it took them 4 months to finally fix it! Turned out to be a hardware fault at the exchange... which would have affected other people on the same bit of gear but nobody else had bothered to report it (so they claimed) so their fault monitoring system didn't pick it up (so they claimed).

Might be worthwhile asking any neighbours who are on BT broadband if they have had any issues but otherwise, keep logs and push for it to be escalated within BT, is the best I can suggest.

[wrexham103.4]

Spoke to a few neighbours they are having the same issues too. But just like me speaking to the call centre they keep getting told there is nothing wrong !

[d'@ve]

Quote:

Originally Posted by wrexham103.4

Spoke to a few neighbours they are having the same issues too. But just like me speaking to the call centre they keep getting told there is nothing wrong !

It's sounding more and more like an intermittent hardware issue somewhere, e.g. at the exchange. BT Retail won't want to escalate it to Openreach if they can avoid it but if you and your neighbours keep on pressing them, they will eventually. All of you tell them that all of you are having the same problem and it needs to be fixed, get call-back and "fix by" dates out of them every time you do a report, and don't give up! Keep a log of each disconnection, how long it takes to recover, all your calls, and quote it at them every time you phone.