More BT Broadband connection woes

BT Voyager 2500V upside down

I’ve been having more ‘fun and games’ with BT Broadband, hence my online absence (my offline presence) last night. I’d e-mailed them last week when service started to deteriorate and then magically things cleared up shortly after I’d contacted them, but last night things got much, much worse: connection dropping randomly about every 30 – 300 seconds.

BT Public Switch Telephone Network

The e-mail reply I’d got from BT support suggested that I call PSTN (Public Switch Telephone Network). So I did.

I followed the voice prompts, made the appropriate selections and was told to call another number … which turned out to be the number for the original people who’d told me to call PSTN!!

BT Broadband Support

So I called them — which turned out to be a call centre in India — and spoke to a very polite man for about 30 mins, who asked me the same bunch of questions that I’d been asked last month.

But. Nothing. Has. Changed. Here.

So why is it all of a sudden dropping out again? I’ve not done anything other than fit a new, better microfilter and if anything that improved the connection. For a while.

So he said that they needed to run a line test. A few minutes later he returned to say that they had indeed found a fault, could I hold again and he’d speak to the Line Fault Team.

I held and told Jane that they were consulting the Fault Line Team. So now she thinks that not only do we have trouble with broadband there is also going to be an imminent earthquake.

After a few minutes I was passed on to the Line Fault Team, just about the time that I was beginning to feel that I was in need of a Life Fault Team. And the loo!

BT Line Fault Team

“I bet they just ask you exactly the same questions that the last person asked you,” said Jane.

Which is exactly what happened, and I was left with the following advice:

  1. Unplug your router and plug it into the master socket test point.
  2. Move your PC into the hallway and connect it to the router (do they think that everyone’s main PC is a laptop?!).
  3. Monitor the connection for the next two hours and call them back on 0800 731 8578.

“Only, you can’t,” she said, “because we’re only open from 09:00 – 21:00 and we close in 30 minutes.”

Only, thought I, I can’t because I want to go to bed now, I’m exhausted!

I plugged it in to the test socket and left it overnight in the hope that it might magically work by the time I got up in the morning.

It didn’t: I’ve been monitoring it for the last two hours off an on and it has dropped out and reconnected at least 6 times in the last 20 minutes alone.

The trial continues…

So … we still have a dodgy broadband connection, a Voyager 2500V Configuration Manager screen filled with interesting facts that I don’t really understand (noise margin, line attenuation, output power — are high numbers good? are low numbers bad?) and a frustrated user (me) who just wants a stable connection enough to update a few websites and write my blog.

I suspect that the problem may lie with the telephone line from the exchange to the house. I also suspect that the internal phone extension wiring in the house may need checked — but whom do we ask to check that?

Whatever happened to the good old days of British Telecom sending out a human to check these problems?