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Unacceptable connection speeds

jelv
Seasoned Hero
Posts: 26,785
Thanks: 971
Fixes: 10
Registered: ‎10-04-2007

Re: Unacceptable connection speeds

Can you (if the pictures don't show it) give a list of absolutely everything that is plugged in to any telephone socket please (we don't need details of the equipment plugged in to the router).
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£14.40/month)
Mobile: iD mobile (£4/month)
leewilson78
Grafter
Posts: 69
Registered: ‎21-04-2009

Re: Unacceptable connection speeds

The socket in the lounge:

From outside where the wire enters the lounge:

Wire on it way to the telegraph pole:

The wire connecting to the telegraph pole (which is right outside our house):

p.s. it is the worst it has been this afternoon, reset the modem 5 times, just sitting here waiting for pages to load.
leewilson78
Grafter
Posts: 69
Registered: ‎21-04-2009

Re: Unacceptable connection speeds

Will these do?
jelv
Seasoned Hero
Posts: 26,785
Thanks: 971
Fixes: 10
Registered: ‎10-04-2007

Re: Unacceptable connection speeds

Not the tidiest of installations (not your fault)!
Can you get a photo of the back of the faceplate so that we can see what wires are connected please. It might need an explanation of which is the incoming BT wire and what wires go where.
(You don't need to upload the photos to photobucket - when making your post click the + beside Additional Options and you can directly attach the photo to your post)
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£14.40/month)
Mobile: iD mobile (£4/month)
leewilson78
Grafter
Posts: 69
Registered: ‎21-04-2009

Re: Unacceptable connection speeds

Your telling me its not tidy, I personally think BT need to come out and tidy it up.
Right, hopefully this is the faceplate, apologies for the poor image quality.
leewilson78
Grafter
Posts: 69
Registered: ‎21-04-2009

Re: Unacceptable connection speeds

What should I do now?
jelv
Seasoned Hero
Posts: 26,785
Thanks: 971
Fixes: 10
Registered: ‎10-04-2007

Re: Unacceptable connection speeds

We need a photograph and/or description of the back of the faceplate so that we know which wires are connected to which terminal number. You then need someone like Anotherone who knows how to optimise this - first step is usually to remove the un-necessary bell wire which is often a source of problems - but this isn't an area I'm comfortable giving advice on.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£14.40/month)
Mobile: iD mobile (£4/month)
leewilson78
Grafter
Posts: 69
Registered: ‎21-04-2009

Re: Unacceptable connection speeds

Should I really be trying to fix this myself, I don't know what a faceplate is. The problem here, as I see it is that PlusNet and many others are paying BT for line rental, when something goes wrong, the customer is left scratching their head because nobody is willing to fix it.
jelv
Seasoned Hero
Posts: 26,785
Thanks: 971
Fixes: 10
Registered: ‎10-04-2007

Re: Unacceptable connection speeds

You could ask for BT to give you a replacement modern master socket and wire the extensions correctly from that. But it will cost you! If you are willing to pay that would be an ideal solution.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£14.40/month)
Mobile: iD mobile (£4/month)
leewilson78
Grafter
Posts: 69
Registered: ‎21-04-2009

Re: Unacceptable connection speeds

I hope others see this thread, basically if something goes wrong your on your own.
orbrey
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 10,540
Registered: ‎18-07-2007

Re: Unacceptable connection speeds

Unfortunately if the problem is being caused by anything from your master socket inwards, that's the case. If however the fault is with the socket itself or the wiring from the pole to the socket, BT can fix this - it's easier if the phone line is noisy as the fault can be reported on the phone side of things, which tends to get a faster engineer appointment.
leewilson78
Grafter
Posts: 69
Registered: ‎21-04-2009

Re: Unacceptable connection speeds

We have always had a relatively noisy line, we have just put up with it over the years. BT are getting my money for line rental, PlusNet for broadband, where do I stand if I cannot fix the issue myself, which I do not seem to be able to do?
jelv
Seasoned Hero
Posts: 26,785
Thanks: 971
Fixes: 10
Registered: ‎10-04-2007

Re: Unacceptable connection speeds

Oh that is excellent!
If you have a noisy line report that as a voice fault to BT - they must fix that. When you report the fault make no mention of broadband and if they ask you about it tell them that's irrelevant - you just want the noisy line fixed. You may well find that as part of sorting out the line they give you a new master socket for free.
When the noisy line is fixed your broadband will improve all by itself.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£14.40/month)
Mobile: iD mobile (£4/month)
leewilson78
Grafter
Posts: 69
Registered: ‎21-04-2009

Re: Unacceptable connection speeds

Ok, I will do that, is there a particular number I need to call?
jelv
Seasoned Hero
Posts: 26,785
Thanks: 971
Fixes: 10
Registered: ‎10-04-2007

Re: Unacceptable connection speeds

0800 800 151
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£14.40/month)
Mobile: iD mobile (£4/month)