bt contract problems

davew · 2 Apr 2007 at 18:16

i've been having problems with my connection with bt now since i got bt max approx six months ago, i get frequent disconnects ,i've had various home hubs and routers and engineer calls and it's still the same.
i called bt around 2 weeks a go and said if they couldn't sort out the connection that i would like to have my mac code from them, they said that as i was still in contract with them that this would not be possible and they would get someone to call me to discuss my options, no call came so i've just called them and they have said they are going to terminate my connection with them but they can't give me my mac code, i asked if it were possible to go back onto my old connection which was a 1meg fixed which i had absolutely no problems with but they have said there is no such thing any more only bt max now, is this correct i'm sure i've heard of other people going back onto a fixed connection and can they terminate my b/b without giving me a mac code.

Immsy · 2 Apr 2007 at 19:16

If a cease request gets put in, even if you have a MAC it will be rejected as you cannot migrate when a cease order is present.

davew · 2 Apr 2007 at 20:14

if that is the case how do i get connected again if they terminate my connection and does it take long, the last thing i wanted was to be left with out any connection.

Trifid · 2 Apr 2007 at 20:33

If they cease the line you will be disconnected. Once you are disconnected you can put an order in for broadband via another supplier. You will either have to pay a connection fee (£55) or be put on another 12month contract. You will also need to buy a new router if you do not get supplied with one.

Alternatively you could put the homehub in the bin and try a different router. What is your attenuation and SNR? (can be found in your router.)

davew · 2 Apr 2007 at 22:59

my stats are pretty bad, i'm sure this is why i'm having problems ,i don't understand why bt havn't suggested putting me back onto a fixed conection everything was fine when i was on 1meg fixed.

Line Mode G.DMT Line State Show Time
Latency Type Interleave Line Up Time 00:00:33:03
Line Coding Trellis On Line Up Count 2

Statistics Downstream Upstream
Line Rate 2400 Kbps 448 Kbps
Noise Margin 14.9 dB 15.0 dB
Line Attenuation 60.0 dB 31.5 dB
Output Power 17.8 dBm 12.1 dBm
K (number of bytes in DMT frame) 76 15
R (number of check bytes in RS code word) 16 16
S (RS code word size in DMT frame) 2 8
D (interleaver depth) 16 4
Super Frames 116622 116620
Super Frame Errors 0 0
RS Words 3965178 991270
RS Correctable Errors 129 0
RS Uncorrectable Errors 0 0
HEC Errors 0 0
OCD Errors 0 0
LCD Errors 0 0
ES Errors 0 0

Trifid · 2 Apr 2007 at 23:02

Can you borrow a ADSL router of someone? As long as it isn't a home hub. They are notorious for disconnections. Even a cheap one on eBay will be good.

Btw. They should be able to put you on a fixed speed. Ask to speak to someone else as BTW haven't removed it from their 'vast' product list.

Your noise margin is fine. Attenuation is high. 60dB for 1Mbps is the max they will allow....

tolien · 2 Apr 2007 at 23:04

The noise margin's well above normal (for a Max connection) - when it disconnects, what is it?

davew · 3 Apr 2007 at 00:18

i'm not using a home hub anymore i'm on a voyager 2500v which is better but i still get a lot of disconnects.

tolien, i've never looked at the stats when it drops the line i'll have a look next time it does it, it's never off for long maybe about 30sec's ,but it's a complete pain as i di a bit of online gaming and all i hear is a click and off it goes and i get booted off the game.

davew · 3 Apr 2007 at 19:39

i've spoken to bt again and this time i got someone who knew what they were talking about and they said they couldn't understand why i was on max as i was on a long line and my stats were not good, it seems like every time i speak to someone i get a different story, anyhow they have agreed to put me back onto a 1meg fixed connection so i'll see how that goes.