BT Total Broadband support

Hello

Can anyone offer me any advice?
I've been without my ADSL connection for over a month, and BT are just not
able to fix it, or seem to even be able to organise to have it fixed. My
Wanadoo contract ran out in July. Went with BT , we got confirmation it was
connected. It has never worked.

I have spoken to BT support on many occasions. They have escalated the call
only for them to call me back and ask me if the issue is resolved. It never
appears anyone has ever actually done anything. I have tried different
routers, cables and filters. All with the same result - the ADSL light lit
up on the router, but the router diag page states that the ADSL is
synchronised, all ATM segment pings fail, and the PPP session is down.

Can anyone shed any light on this problem, or does anyone know who I can
speak to other than a scripted call centre to actually get this fixed? Can I
cancel the contract and go with another provider without penalty as they
have not provided a service?

The line worked fine when it was on Wanadoo. The kit all works fine.

thanks for any tips

Mike

"Mike P" <(E-Mail Removed)> wrote in message news:(E-Mail Removed)...
> Hello
>
> Can anyone offer me any advice?
> I've been without my ADSL connection for over a month, and BT are just not able to fix it, or seem to even be able to organise to
> have it fixed. My Wanadoo contract ran out in July. Went with BT , we got confirmation it was connected. It has never worked.
>
> I have spoken to BT support on many occasions. They have escalated the call only for them to call me back and ask me if the issue
> is resolved. It never appears anyone has ever actually done anything. I have tried different routers, cables and filters. All
> with the same result - the ADSL light lit up on the router, but the router diag page states that the ADSL is synchronised, all
> ATM segment pings fail, and the PPP session is down.
>
> Can anyone shed any light on this problem, or does anyone know who I can speak to other than a scripted call centre to actually
> get this fixed? Can I cancel the contract and go with another provider without penalty as they have not provided a service?
>
> The line worked fine when it was on Wanadoo. The kit all works fine.
>
> thanks for any tips
>
> Mike

but what EXACTLY is the problem? Is your username and password failing?

"Mike P" <(E-Mail Removed)> wrote in message
news:(E-Mail Removed)...
> Hello
>
> Can anyone offer me any advice?
> I've been without my ADSL connection for over a month, and BT are just not
> able to fix it, or seem to even be able to organise to have it fixed. My
> Wanadoo contract ran out in July. Went with BT , we got confirmation it
> was connected. It has never worked.
>
> I have spoken to BT support on many occasions. They have escalated the
> call only for them to call me back and ask me if the issue is resolved. It
> never appears anyone has ever actually done anything. I have tried
> different routers, cables and filters. All with the same result - the ADSL
> light lit up on the router, but the router diag page states that the ADSL
> is synchronised, all ATM segment pings fail, and the PPP session is down.
>
> Can anyone shed any light on this problem, or does anyone know who I can
> speak to other than a scripted call centre to actually get this fixed? Can
> I cancel the contract and go with another provider without penalty as they
> have not provided a service?
>
> The line worked fine when it was on Wanadoo. The kit all works fine.
>
> thanks for any tips
>
> Mike

Can you connect to the BT test access ?
http://www.more-solutions.co.uk/supp...test-user.html

If so, it looks like there may be an account problem ?

Graham

tg wrote:
> "Mike P" <(E-Mail Removed)> wrote in message
> news:(E-Mail Removed)...
>> Hello
>>
>> Can anyone offer me any advice?
>> I've been without my ADSL connection for over a month, and BT are
>> just not able to fix it, or seem to even be able to organise to
>> have
>> it fixed. My Wanadoo contract ran out in July. Went with BT , we
>> got
>> confirmation it was connected. It has never worked. I have spoken
>> to BT support on many occasions. They have escalated
>> the call only for them to call me back and ask me if the issue is
>> resolved. It never appears anyone has ever actually done anything.
>> I
>> have tried different routers, cables and filters. All with the same
>> result - the ADSL light lit up on the router, but the router diag
>> page states that the ADSL is synchronised, all ATM segment pings
>> fail, and the PPP session is down. Can anyone shed any light on
>> this problem, or does anyone know who I
>> can speak to other than a scripted call centre to actually get this
>> fixed? Can I cancel the contract and go with another provider
>> without penalty as they have not provided a service? The line
>> worked fine when it was on Wanadoo. The kit all works fine.
>>
>> thanks for any tips
>>
>> Mike
>
> but what EXACTLY is the problem? Is your username and password
> failing?

If they're trying to use the Wannado box that could be causing the
problem, AIRI the Wannado box is locked.

"Graham2" <(E-Mail Removed)> wrote in message
news:(E-Mail Removed)...
> "Mike P" <(E-Mail Removed)> wrote in message
> news:(E-Mail Removed)...
>> Hello
>>
>> Can anyone offer me any advice?
>> I've been without my ADSL connection for over a month, and BT are just
>> not able to fix it, or seem to even be able to organise to have it fixed.
>> My Wanadoo contract ran out in July. Went with BT , we got confirmation
>> it was connected. It has never worked.
>>
>> I have spoken to BT support on many occasions. They have escalated the
>> call only for them to call me back and ask me if the issue is resolved.
>> It never appears anyone has ever actually done anything. I have tried
>> different routers, cables and filters. All with the same result - the
>> ADSL light lit up on the router, but the router diag page states that the
>> ADSL is synchronised, all ATM segment pings fail, and the PPP session is
>> down.
>>
>> Can anyone shed any light on this problem, or does anyone know who I can
>> speak to other than a scripted call centre to actually get this fixed?
>> Can I cancel the contract and go with another provider without penalty as
>> they have not provided a service?
>>
>> The line worked fine when it was on Wanadoo. The kit all works fine.
>>
>> thanks for any tips
>>
>> Mike
>
> Can you connect to the BT test access ?
> http://www.more-solutions.co.uk/supp...test-user.html
>
> If so, it looks like there may be an account problem ?
>
> Graham
The's also this http://help.btinternet.com/broadbandhelp
Don't know if I'd use it myself though.
Are you using a new modem/router ?

Graham

"Graham2" <(E-Mail Removed)> wrote in message
news:(E-Mail Removed)...
> "Mike P" <(E-Mail Removed)> wrote in message
> news:(E-Mail Removed)...
>> Hello
>>
>> Can anyone offer me any advice?
>> I've been without my ADSL connection for over a month, and BT are just
>> not able to fix it, or seem to even be able to organise to have it fixed.
>> My Wanadoo contract ran out in July. Went with BT , we got confirmation
>> it was connected. It has never worked.
>>
>> I have spoken to BT support on many occasions. They have escalated the
>> call only for them to call me back and ask me if the issue is resolved.
>> It never appears anyone has ever actually done anything. I have tried
>> different routers, cables and filters. All with the same result - the
>> ADSL light lit up on the router, but the router diag page states that the
>> ADSL is synchronised, all ATM segment pings fail, and the PPP session is
>> down.
>>
>> Can anyone shed any light on this problem, or does anyone know who I can
>> speak to other than a scripted call centre to actually get this fixed?
>> Can I cancel the contract and go with another provider without penalty as
>> they have not provided a service?
>>
>> The line worked fine when it was on Wanadoo. The kit all works fine.
>>
>> thanks for any tips
>>
>> Mike
>
> Can you connect to the BT test access ?
> http://www.more-solutions.co.uk/supp...test-user.html
>
> If so, it looks like there may be an account problem ?
>
> Graham

Thanks for all the replies chaps.

It's still not working. I had an engineer come out last week. Unfortunately
I wasn't in because they hadn't told me he was coming.

The exact problem - no ADSL light on the router. No ADSL Sync, router
reports ADSL as down. I have tried 3 known good routers, all with known good
filters and cables. Nothing. There is nothing else on my phone line, not
even an extention. I have a master socket and that's it.

BT Total Broadband support is shite. I am getting knowhere. They just rang
me back now to ask me a load of questions like "Are you using the master
socket..?" That I have answered at least 10 times before. I'm getting quite
frustrated now. I am waiting for a call back from them. This time the
support box has informed me that he's calling the PSTN dept to see if there
is a problem with my PSTN line..

Cheers

Mike P

In message <(E-Mail Removed)>, Mike P <(E-Mail Removed)>
writes
>The exact problem - no ADSL light on the router. No ADSL Sync, router
>reports ADSL as down. I have tried 3 known good routers, all with known
>good filters

you have a filter fitted between the master socket and the router?

--
dave @ stejonda

"dave @ stejonda" <(E-Mail Removed)> wrote in
message news:CA+(E-Mail Removed)...
> In message <(E-Mail Removed)>, Mike P <(E-Mail Removed)>
> writes
>>The exact problem - no ADSL light on the router. No ADSL Sync, router
>>reports ADSL as down. I have tried 3 known good routers, all with known
>>good filters
>
> you have a filter fitted between the master socket and the router?


Well yes, it's the one that came with the router that allows me to plug the
telephone and router in at the same time.

I'm 99.99% sure it's a BT Broadband problem, as before I came back to BT
from Wanadoo, everything worked absolutely fine. I am using a BT router.
I've also tried a Cisco and a D-Link. All with the same result. Nothing. The
D-link router worked perfectly at my mates yesterday, I've used the same
equipment plugged in the same way, and nothing. I have of course changed
usernames and passwords, there is no ADSL synch happening.

Mike P

Hi,
Sounds very similar to my experience.... Never had any Broadband light
on the new BT Home hub and BT incapable or unwilling to solve the
problem. Have been send a new home hub.. to no avail.. and still witing
for service calls that don't materialise till I phone back only to have
to explain the problem from sratch...

good luck,

Jan
Mike P wrote:
> "Graham2" <(E-Mail Removed)> wrote in message
> news:(E-Mail Removed)...
> > "Mike P" <(E-Mail Removed)> wrote in message
> > news:(E-Mail Removed)...
> >> Hello
> >>
> >> Can anyone offer me any advice?
> >> I've been without my ADSL connection for over a month, and BT are just
> >> not able to fix it, or seem to even be able to organise to have it fixed.
> >> My Wanadoo contract ran out in July. Went with BT , we got confirmation
> >> it was connected. It has never worked.
> >>
> >> I have spoken to BT support on many occasions. They have escalated the
> >> call only for them to call me back and ask me if the issue is resolved.
> >> It never appears anyone has ever actually done anything. I have tried
> >> different routers, cables and filters. All with the same result - the
> >> ADSL light lit up on the router, but the router diag page states that the
> >> ADSL is synchronised, all ATM segment pings fail, and the PPP session is
> >> down.
> >>
> >> Can anyone shed any light on this problem, or does anyone know who I can
> >> speak to other than a scripted call centre to actually get this fixed?
> >> Can I cancel the contract and go with another provider without penalty as
> >> they have not provided a service?
> >>
> >> The line worked fine when it was on Wanadoo. The kit all works fine.
> >>
> >> thanks for any tips
> >>
> >> Mike
> >
> > Can you connect to the BT test access ?
> > http://www.more-solutions.co.uk/supp...test-user.html
> >
> > If so, it looks like there may be an account problem ?
> >
> > Graham
>
> Thanks for all the replies chaps.
>
> It's still not working. I had an engineer come out last week. Unfortunately
> I wasn't in because they hadn't told me he was coming.
>
> The exact problem - no ADSL light on the router. No ADSL Sync, router
> reports ADSL as down. I have tried 3 known good routers, all with known good
> filters and cables. Nothing. There is nothing else on my phone line, not
> even an extention. I have a master socket and that's it.
>
> BT Total Broadband support is shite. I am getting knowhere. They just rang
> me back now to ask me a load of questions like "Are you using the master
> socket..?" That I have answered at least 10 times before. I'm getting quite
> frustrated now. I am waiting for a call back from them. This time the
> support box has informed me that he's calling the PSTN dept to see if there
> is a problem with my PSTN line..
>
> Cheers
>
> Mike P