BT Internet Support

philhoole · 27 Oct 2007 at 10:49

Hi,

I've had a problem with my ADSL line for the last 48 hours. On Thursday the connection would drop again and again. Yesterday it would connect and the displayed connection rate is >6000kbps. Great I thought.

But, the data transfer rate doesn't get any higher than 15kbps. Still the same now. My upload speed seems about right though.

So, I called the 0845 600 7030 number and the bloke there just told me to check in safe mode and other stuff that won't make any difference. My network is fine.

Is there another number to call where they don't just give generic answers ?

Immsy · 27 Oct 2007 at 11:16

Not really no, have you tried visiting http://speedtester.bt.com to see what your profile is set at?

philhoole · 27 Oct 2007 at 12:07

I get this result from speedtester:

Test1 comprises of Best Effort Test: -provides background information.
IP profile for your line is - 135 kbps
DSL connection rate: 448 kbps(UP-STREAM) 6656 kbps(DOWN-STREAM)
Actual IP throughput achieved during the test was - 97 kbps

Does my profile of 135kbps mean that's the best I can get? This must have changed recently and is a problem.

I guess I shpuld call BT again and tell them this

Columbo · 27 Oct 2007 at 12:12

Nope what that means is one of three things -

1) You have a fault on your line and BT will need to do some further investigation
2) You are being throttled by BT's traffic management system.
3) Your IP profile needs changing which BT can do

You are sync'd at a nice rate which suggests your line will get you about 5 - 5.5mb

philhoole · 27 Oct 2007 at 13:25

I called them back....

40 mins of answering the same questions again and again and again and I am no further on. I put the phone down on them.

The first thing I told them was about the speedtester result and after about 30mins of going around in circles the bloke suggested I go to www.speedtes.... Aaaahhh!!

They insisted that I connect the HomeHub which I did just to amuse them and eventually they told me to dismantle the ADSL connector on the wall. I refused to do this and put the phone down.

Without sounding arrogant, I know the problem is external and it's (seemingly) impossible to convince them of this.

I will call the line fault number he gave me later when I have calmed down a bit.

tolien · 27 Oct 2007 at 13:31

Short of either humouring them to get the fault passed on or migrating, there isn't a lot you can do.

ManCuBuS said:
2) You are being throttled by BT's traffic management system.

Nope. It won't touch the IP profile - it's a BT Wholesale problem.

philhoole · 27 Oct 2007 at 18:00

If anyone is interested

I called back and answered a lot of familar questions again.

The lady said she would switch "interleaving" on or off (can't remember which) and I should leave it until Monday. I have no idea what this means

I'm wondering now after a bit of googling if they are going to charge me for this.

They also told me to open my ADSL wall socket and plug it into a second connector behind the face plate. Should I bother to do this ? My connection has worked for years and it's still the same copper wire back to the exchange.

My own guess is that when I was having the connection dropping problem my profile got reset to a stupidly low number and if I just leave my modem connected it might sort itself out in a day or two.

Unfortunately I don't feel that the people I've spoken to really know too much and can't answer direct questions without resorting to their scripts.

No Crysis demo for me yet !!