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bt broadband problems
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I am on bt broadband 2meg connection, ever since my upgrade i have been disconected up to 15 or more times a day I an go a nearly 2 days before this happens or as yesterday it has been doing it at least once an hour. sometimes i can connect again straight away, sometimes not and i have to reboot as it tells me there is no dial tone. I have spoken to bt and they want to send someone out to check my line before reporting a fault, for this they have said if the enginners comp does not disconnect then they will charge me £130. As the disconnects happen whenever they feel like it, should i expect the engineer to just come and plug the comp in and then say not disconnecting me £130 please. I am so angry :mad: they were really un helpful
If anybody has any ideas how i can check this myself or how to get bt to check it without charging me £130. Or if you know how to solve it i would be really gratefull
Many Thanks
If anybody has any ideas how i can check this myself or how to get bt to check it without charging me £130. Or if you know how to solve it i would be really gratefull
Many Thanks
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Is your modem on an extension? If yes try it at the main socket to elimintate your extension as the problem. Are all your phone devices microfiltered? If not then that needs sorted.
Does the power light go off when you get disconnected? If so check powerm managment on your USB ports & Modem in device manager.
You can get the Booster package at http://www.voyager.bt.com/booster/
The problem has started since the upgrade to 2meg. The service prior to this has been great.
Just out of curiosity - what exchange are you on and what modem are you using. Im on the Sunderland North exchange and using a USB Alcatel. Im operating Windows XP sp2.
Thanks for the responces
What i had to do was, Download the latest drivers for the modem from bt.com.
Hope this helps.
Before I start can I just ask, where was the person you spoke to? There are only 2 call centres for BTBB at the moment so it was either newcastle or exeter? Did they arrange a callback to check up on this? Did they ask you to call the technical helpdesk? Sorry, but we at one call centre get very angry at the other because they seem to refuse to do their job properly and we have to pay for it... :mad:
OK, back on topic. What modem are you using?
The booster patch is only applicable for the voyager 100 and voyager USB.
Your power management settings are only applicable if your modem is connected through the USB port.
If you have the voyager 205, then just take that to the main socket, plug it in, and keep an eye on it to see if it disconnects. The 205 will connect automatically so you'll need to keep quite a close eye on it, which might get quite boring I'm afraid... :sleep:
Unless you have eliminated the possibilities that it is a problem with your kit / set-up and *not the line then you do run the risk of being charged by BT for a call-out.
Sounds like you have BTYahoo BB rather than BTBB (I work on BTBB). Unfortunately subtle but sometimes devastingly different...
OK, that doesn't need the booster as far as I know. It is USB powered though so you would need to check your power management settings (BTYahoo should have given you the correct settings or referred you to people that can). If these are all ok then unfortunately there is only checking by the main socket, unless you can convince them that your modem is faulty and get a replacement (if it's under 12 months old and you got it from them).
Did they test your BB service?
You might want to 0800 800 151 and get them to test your BB and line. That is the no. for BTBB help, they won't be able to do much more than that, but may be able to give you some idea of whether your on the edge of the range for a 2meg service. If this is the case then you might want to consider getting it downgraded to 1meg to stop the disconnections... Alternatively you can put you telephone no. in the Broadband availability at
http://www.bt.com/broadband/bb_info.jsp?BV_SessionID=@@@@1483541249.1113160801@@@@&BV_EngineID=cccdaddefmgmdlkcflgcefkdffndfkk.0&obsNoSee=Y&vStore=1128&obsPage=/index.jsp&obsType=LINK&obsOID=99101
If it says they may need to send an engineer for 2 meg then I would expect the Broadband to work in the main socket but not in the extension and again would advise trying to downgrade to 1meg...
Hope this helps...
Edit:
Just thought about other options that are open to you.
For costs that are a great deal less than an engineer call out charge you could either get a router that you can plug in at the main socket and connect from there, or get a longer modem cable (forget what kind of RJ cable this is) that will connect your modem from where the PC is directly to the main socket...
Re Edit:
The modem you have wont take a modem extension so if they keep going on about engineer charges I would advise thinking about getting a router to connect with in the main socket and then either a wireless connection or running an RJ45 (ethernet) cable to your PC...
this problem is driving me nuts.
thanks.
Thanks
Without tempting fate i have been connected solid for 12 hours today. I have downloaded a utility thing called connection keeper and this seems to be doing the trick. I have also closed down btmessenger - mainly because I dont use this. It might be a co incidence but it might be worth trying both.
It would be interesting to see what Bt say about this.
Thanks
Yes, among others, we have a freephone 1st line helpdesk, where BTYahoo have a local rate no. We give full modem support for the modems we send out, BTYahoo do not. All our call centres are in the UK, BTYahoos aren't. BTYahoo have individual usernames/passwords, we don't (mikey.mouse@btbroadband.com would work just as well as name.name@btbroadband.com and we don't have passwords).
Advantages of BTYahoo are larger usage caps though (among others), so it all depends how technical you are when deciding who to go with...