Broadband problems
21 June 2008, 09:23 PM
#1
Broadband problems
Looking for some advice.
Ive got problems with my broadband, my provider is UKOnline. Ive never had a problem with them until now. Ive had 4 months trouble free.
The problem started on Sunday 15th, my speed is meant to be 2mb line. But connection drops when the phone rings or when I make a phone call. The connection reconnects after 15 seconds but only connects at 160kbps. Resetting the router makes no difference. Done all the usual stuff, filters, master socket, unplug everything, tried another router. Prior to moving over to UKOnline, I used to with BT Broadband and got a free Health Check and everything was perfect.
When I contact UKOnline, they have tried to be helpful. But still have not fixed the problem. Their reply was for me to contact BT to do a line check and call for a Health check which costs £90
Where do I stand on this, Ive made several phone calls and several emails explaining the problem to them. Can I pull them up on any ?
This is there last email I got from them
Hi XXXXX
If you have indeed done all the troubleshooting as advised by our technical support teams, the only option left is for a Health check by BT. It is not a case of us not support you but we have eliminated the parts of the connection that we have control of, and believe the issue now lies within your premises. This is not within our control and we are unable to help you directly, which is why it was suggested that you speak to BT about your line.
I hope this answers your query,
Many Thanks
Nick
UKOnline Technical Support
Ive got problems with my broadband, my provider is UKOnline. Ive never had a problem with them until now. Ive had 4 months trouble free.
The problem started on Sunday 15th, my speed is meant to be 2mb line. But connection drops when the phone rings or when I make a phone call. The connection reconnects after 15 seconds but only connects at 160kbps. Resetting the router makes no difference. Done all the usual stuff, filters, master socket, unplug everything, tried another router. Prior to moving over to UKOnline, I used to with BT Broadband and got a free Health Check and everything was perfect.
When I contact UKOnline, they have tried to be helpful. But still have not fixed the problem. Their reply was for me to contact BT to do a line check and call for a Health check which costs £90
Where do I stand on this, Ive made several phone calls and several emails explaining the problem to them. Can I pull them up on any ?
This is there last email I got from them
Hi XXXXX
If you have indeed done all the troubleshooting as advised by our technical support teams, the only option left is for a Health check by BT. It is not a case of us not support you but we have eliminated the parts of the connection that we have control of, and believe the issue now lies within your premises. This is not within our control and we are unable to help you directly, which is why it was suggested that you speak to BT about your line.
I hope this answers your query,
Many Thanks
Nick
UKOnline Technical Support
22 June 2008, 08:12 AM
#3
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Unfortunatly, unless you do do the health check rtc, they wont play ball.
Remember its easier to fob you off than deliver the service you pay for
you can do your own in house health checks
ADSL Troubleshooting Guide - The Scream! is a start
cable wise and wiring
Guide to rewiring internal UK phone wiring
there is another site, which is helpfull, but the links on the other pc in the office, i,ll posst it later this evening
Mart
Remember its easier to fob you off than deliver the service you pay for
you can do your own in house health checks
ADSL Troubleshooting Guide - The Scream! is a start
cable wise and wiring
Guide to rewiring internal UK phone wiring
there is another site, which is helpfull, but the links on the other pc in the office, i,ll posst it later this evening
Mart
22 June 2008, 08:18 AM
#4
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I'd recommend the link above to sort out your internal wiring. I now have a cat 5e link between my master socket and upstairs (where the router is) and no degradation in speed.
Dave
22 June 2008, 08:40 AM
#5
My setup is ive got a adsl v.10 box that has a filter built in, that has a master socket behind the plate. Then thats connected to pc with a cat 5 cable. Ive replaced the box and tried the master, but still makes no difference still disconnects the broadband.
Also my phoneline has a noise like a fax machine in the background when try to make a call, its only clear if I unplug the router. BT done a line check and said everything was ok.
My problem I cant afford to stump up the £90 {made redundant} and I need the broadband so I can do part of my Uni course online. I thought I could pull them up on some breach of their contract.
Also my phoneline has a noise like a fax machine in the background when try to make a call, its only clear if I unplug the router. BT done a line check and said everything was ok.
My problem I cant afford to stump up the £90 {made redundant} and I need the broadband so I can do part of my Uni course online. I thought I could pull them up on some breach of their contract.
22 June 2008, 11:54 AM
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run the test on Speedtest.net - The Global Broadband Speed Test
and post the results
your maxfax page shows sod all from my end
mart
and post the results
your maxfax page shows sod all from my end
mart
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22 June 2008, 12:02 PM
#8
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Duff router?
have you tried swapping for another? there not infallable, ive had a brand new one go **** up after 30 days.
Are all the sockets in the house that have a phone / fax connected filtered?
could be a duff filter
Mart
have you tried swapping for another? there not infallable, ive had a brand new one go **** up after 30 days.
Are all the sockets in the house that have a phone / fax connected filtered?
could be a duff filter
Mart
22 June 2008, 12:19 PM
#9
Ive tried 2 netgear routers, an unlocked bt homehub, 105 voyager all have the problem.
Mys adsl box is fitted with an inbuilt filter, but I replaced it to rule it out, nothing else shares the line only the pc
Last edited by slipstream_uk; 22 June 2008 at 12:22 PM.
22 June 2008, 02:05 PM
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using an analogue phone do th bt quiet line test think it is 17070 and hn option 2. It should be silent, if not log a fault with bt but do not mention broadband.
22 June 2008, 09:17 PM
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23 June 2008, 10:28 AM
#15
Update on the problem.
The broadband stays disconnected all the time now until I make a phonecall and then the router reconnects, but only for short periods of time.
Bought a new belkin router and it made no difference. Ive sent an email to UKOnline complaints department, asking for it to be fixed at their cost or the contract to be canceled with them with no costs to me.
The broadband stays disconnected all the time now until I make a phonecall and then the router reconnects, but only for short periods of time.
Bought a new belkin router and it made no difference. Ive sent an email to UKOnline complaints department, asking for it to be fixed at their cost or the contract to be canceled with them with no costs to me.
24 June 2008, 10:20 AM
#16
Hi XXXXX
If you have indeed done all the troubleshooting as advised by our technical support teams, the only option left is for a Health check by BT. It is not a case of us not support you but we have eliminated the parts of the connection that we have control of, and believe the issue now lies within your premises. This is not within our control and we are unable to help you directly, which is why it was suggested that you speak to BT about your line.
I hope this answers your query,
Many Thanks
Nick
UKOnline Technical Support
"It is not a case of us not support you"
They tend to use wording like this .. not that it's an issue where hes from, but I have found UK support to be better .. and I work for an ISP that has Indian support .. it suc ... I best not say actually .. they might be watching me
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