I have no internet connection excpet for when I'm using the telephone, as soon as I hang up the connection is lost. This occurs not only when using my speedtouch modem but also when I use my Netgear router. I think it's a fair assumption to say neither of these are faulty (very co-incidental if both are faulty at the same time).
I have called Orange and have had numerous line tests... First no fault can be found, then it can, then it can't. They eventually passed this across to BT who at one point said there was a fault which would be fixed within 3 hours, now they say no fault has been found. (Typical)!!!!
I have changed all my filters and cables and uninstalled and reinstalled my modem numerous times.
I am now fastly losing patience as I have to wait for Orange to send me a new modem to try before they will do anything else.
Has, or is anyone experiencing the same problem. I really can't go another week with no internet connection.
Since posting the original thread BT have found a fault. I am totally unhappy with Orange as they say they can't give me any updates and have no way of contacting BT to get an ETA as to when this will be fixed. When I call BT they tell me that they will only give this information to my ISP and to call them. Talk about swings and roundabouts!!
The whole scenario is a joke imo.
No-one can tell me what the fault is and no-one can tell me how long it will take to fix the problem. Even the supervisors at Orange just repeat what the call centre agents say. One supervisor even offered to send me new filters to fix a line problem.... At the moment I am managing to keep my patience. I pity the next agent who takes my call should this take any longer, and if I hear "Call back in 24hrs for an update" again, I will scream.
Well they can call BT but it's unlikely they'll get anymore details than the system provides them.
BT don't normally provide much details of what faults actually are best you usually get are bits and pieces about frames, jumpering, virtual pathing etc.
It all ends up how busy BT are in your area, how long the fault takes to track down and then fix. The engineers spend most of their time fixing problems rather than sending explanatory notes detailing what it turned out to be.
... as soon as I hang up the connection is lost....
..... First no fault can be found, then it can, then it can't. They eventually passed this across to BT who at one point said there was a fault which would be fixed within 3 hours, now they say no fault has been found.....
These are classic symptoms of a High Resistance (HR) fault on your line. If it is this, it will need an Openreach (BT) Engineer to fix.
So, you need Orange to raise a fault with BT. Alternatively, if there are also PSTN (voice) symptoms (and there is often 'crackling' on the line with this fault) then you can raise a fault via 0800 800151 or www.BT.com. Phone 0800 800151 from your mobile to do this.
You should of course first check both ADSL and PSTN using the test socket on the back plate of the NTE5 master socket to rule out problems within your premises.
BT's on-line fault page shows the fault was completed on the 16th... Guess what???? YEP!!! STILL NO INTERNET CONNECTION
Orange have sent me new filters and a new modem... makes no difference whatsoever. I give in.... this is so frustrating. The staff are unhelpful, the supervisors mimick what the agents say. I now have to call them back and get them to test the line again. Can't wait to see what excuses they come up with this time.
Is there anything else I can do?? (Don't get too technical with me, I'm female for one and my technical abilities are somewhat limited)
[You should of course first check both ADSL and PSTN using the test socket on the back plate of the NTE5 master socket to rule out problems within your premises.]
which includes instructions on how to check if your master socket is the newer type with a test socket as there are still loads of houses that still a old style BT socket.
As far as I'm aware I only have the 1 socket.... Not been in this house long and not seen any others. Will double check when I get home but don't hold out much hope of finding any more
I have just been informed by Orange that the engineers need a further 5 working days to sort the fault out on my line..... No indication of what the fault is though
1 more week of boredom.... Let's hope they actually get whatever the problem is fixed this time.
As far as I'm aware I only have the 1 socket.... Not been in this house long and not seen any others. Will double check when I get home but don't hold out much hope of finding any more
OK, please let us know either way.
Quote:
BT's on-line fault page shows the fault was completed on the 16th.
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I have just been informed by Orange that the engineers need a further 5 working days to sort the fault out on my line..... No indication of what the fault is though
Possible alarm bells ringing there. Did you phone Orange or did they phone you? They ought to be able to give a reason for the delay. It's probably worth checking www.BT.com again to see if there is a current fault investigation.
Ok... I've checked and I only have the 1 BT socket. The old type.
I have just called Orange again and they say I have to give another 5 more working days for them to fix the problem. Apparantly the person I spoke to has escalated this but I don't hold out any hope of the problem being rectified when I call back. They won't tell me what the problem is just say BT are working on it and there are no updates.
When I report the fault with BT.Com they say no fault found.
I'm at the end of my tether now and wonder if i'll ever get this back.
I'm also wondering if this has anything to do with them upgrading everyone to 8mb... When I ask them they say it isn't.
I doubt anyone can help but suggestions would be welcome.
I have had to call Orange everytime... It's a daunting task getting them to update their records and fix my connection. Asking them to call me back would be like waiting for hell to freeze over
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Talk about swings and roundabouts!!
At the moment I am managing to keep my patience. I pity the next agent who takes my call should this take any longer, and if I hear "Call back in 24hrs for an update" again, I will scream.
