Problems with broadband

Hello - does anyone have any advice re. the following:
[Please note, not up on all the technical jargon.]

I have been with Plus.Net for nine months now. At the end of August I moved
flat and had to pay a transfer fee of £65. Since being in my new place
however I have constant problems with my broadband connection, having what
Plus Net termed "uniform disconnections".

Basically, every 3 or 4 minutes - for the first two weeks - without fail, I
wouldn't be able to send/receive any email via Outlook Express, or navigate
the web. This kept happening. Plus Net told me to leave everything powered
up for a few nights while they ran tests. They said the phone line was fine,
and told me to try just plugging the phone into the master socket and see
what the phone line was like. I was told to do this numerous times, amongst
other things.

I called out a BT engineer who told me the phone line was fine when the
broadband wasn't connected. As soon as the micro filter was plugged into the
master socket, the noise on the line was considerable and I started dropping
my broadband connection again. BT said I needed to get Plus Net to contact
them to send an engineer out. Plus Net have so far refused, and say if they
did, I could get charged again. To me it's obvious it's a broadband/kit
problem.

I have been onto the Solwise router people, I have reset everything, I have
changed micro filters, I've basically done everything they've asked me to,
and despite an initial improvement, the last few days have seen a return of
the disconnection problem, though not to thei heights of a couple of weeks
ago. Meantime these guys just keep taking my money and I continue to have a
phone line that is bloody noisy whenever the broadband kit is plugged in. I
work from home so I am a heavy used and the phone is used for work, so right
now things are good.
Once again I have been told to leave everything powered up and they maintain
there are no problems, and if there is a problem, it's the phone line,
despite what BT have said.

WIll getting a new provder sort out the problem?

Thanks.

On Wed, 29 Sep 2004 09:42:37 +0100, "daniel" <(E-Mail Removed)>
wrote:

> As soon as the micro filter was plugged into the
>master socket, the noise on the line was considerable and I started dropping
>my broadband connection again. BT said I needed to get Plus Net to contact
>them to send an engineer out. Plus Net have so far refused, and say if they
>did, I could get charged again. To me it's obvious it's a broadband/kit
>problem.
>
>I have been onto the Solwise router people, I have reset everything, I have
>changed micro filters, I've basically done everything they've asked me to,

Have you hooked up the router to the BT master socket (with filter)
but no handset, disconnected any extension wiring and then tested the
circuit?

The noise problem you mention above implies filtering problems.


--
Hiram Hackenbacker

"daniel" <(E-Mail Removed)> wrote in
news:415a7588$0$42244$(E-Mail Removed):

> WIll getting a new provder sort out the problem?

Probably not. Are there any extensions wired to the master socket that
might be causing problems?

Try these things:

Plug ADSL modem directly into master socket without filter (using a
normal analogue modem cable). If that works, it's probably a filter
problem - try a different brand.

Remove the lower part of the master socket and plug directly into the
test socket underneath. If that works, you may be able to get better
results with a filtered faceplate.

I've never spoken to PlusNet support on the phone, but have always had
good contact with them through the contact us link on the user portal.
Some PlusNet support people frequent this group too, and are regulars on
the ADSLGuide forums at http://bbs.adslguide.org.uk

--
My photos: http://www.weezer.plus.com/
To send me an e-mail, remove TEETH

In article <415a7588$0$42244$(E-Mail Removed)>,
(E-Mail Removed) says...

> I called out a BT engineer who told me the phone line was fine when the
> broadband wasn't connected. As soon as the micro filter was plugged into the
> master socket, the noise on the line was considerable and I started dropping
> my broadband connection again. BT said I needed to get Plus Net to contact
> them to send an engineer out. Plus Net have so far refused, and say if they
> did, I could get charged again. To me it's obvious it's a broadband/kit
> problem.

Hi Daniel,

The main issue here is that we need to rule out any problems at your
side, the charge that can be enforced by BT is only applicable if the
fault is found to be with your hardware or internal wiring.

1) Make sure you have tried your connection directly to your matersocket
with no other devices (phones/fax/sky) plugged into the phoneline and no
extension cables used.

2) Try alternative splitters if you have not already done so.

3) Try without any splitter. You will need to use an old 56K modem cable
that can plug into a phone socket and ensure that there are no other
devices on the line.

If none of this helps, and you have eliminated a hardware issue (from
what you have said you have looked at this side fairly comprehensively)
then we will report it to BT and get them to investigate - which may
result in an engineer visit. If you have any further problems getting
this moving forward then drop me an e-mail with your username and I will
take a look for you.

Regards,
--
| Josh Berry.................Unmetered & ADSL solutions
| Customer Support..................for Home & Business
| PlusNet plc.....................@ http://www.plus.net
+ ---- My Referrals - It pays to recommend PlusNet ---+

> WIll getting a new provder sort out the problem?

No! Stick with Plusnet who may have their faults but at least they do
communicate. I recently had similar impasse and can understand your
frustration. Have you changed your filter to one of the really good quality
ones sold by Adslnation? These cost about 8 quid but are some much better
than the "T" shaped ones supplied by Solwise and lots of other people. Get
one of those and plug it into the master socket having disconnected anything
else. If it then works the problem is elsewhere in your wiring or equipment.
If you have a new spec BT master socket with a removable faceplate remove it
and use the test socket. My faceplate was faulty and was replaced by BT at
no cost. In my case I then replaced the wiring to all the extensions with BT
spec CW1308 cable. Net result was it no performs better than it ever has
done.

daniel wrote:
> Hello - does anyone have any advice re. the following:
> [Please note, not up on all the technical jargon.]
>
> I have been with Plus.Net for nine months now. At the end of August
> I moved flat and had to pay a transfer fee of £65. Since being in
> my new place however I have constant problems with my broadband
> connection, having what Plus Net termed "uniform disconnections".
>
> Basically, every 3 or 4 minutes - for the first two weeks - without
> fail, I wouldn't be able to send/receive any email via Outlook
> Express, or navigate the web. This kept happening. Plus Net told me
> to leave everything powered up for a few nights while they ran
> tests. They said the phone line was fine, and told me to try just
> plugging the phone into the master socket and see what the phone
> line was like. I was told to do this numerous times, amongst other
> things.
>
> I called out a BT engineer who told me the phone line was fine when
> the broadband wasn't connected. As soon as the micro filter was
> plugged into the master socket, the noise on the line was
> considerable and I started dropping my broadband connection again.
> BT said I needed to get Plus Net to contact them to send an
> engineer out. Plus Net have so far refused, and say if they did, I
> could get charged again. To me it's obvious it's a broadband/kit
> problem.

If it is, it's your problem not Plus Nets & you will get charged once again.
Remember you don't rent any kit from Plus Net, no not even the filters, all
you rent is the service, everything else is your problem..

Have you tried connecting via the Master socket after _disconnecting_ all
extensions, see if that makes a difference? If it does you need a faceplate
filter & a data extension kit, or you could try connecting them backup as 2
wire extensions (pins 2 & 5) as most (if not all) filters will supply the
ringing current. This

>
> I have been onto the Solwise router people, I have reset
> everything, I have changed micro filters, I've basically done
> everything they've asked me to, and despite an initial improvement,
> the last few days have seen a return of the disconnection problem,
> though not to thei heights of a couple of weeks ago. Meantime these
> guys just keep taking my money and I continue to have a phone line
> that is bloody noisy whenever the broadband kit is plugged in. I
> work from home so I am a heavy used and the phone is used for work,
> so right now things are good.
> Once again I have been told to leave everything powered up and they
> maintain there are no problems, and if there is a problem, it's the
> phone line, despite what BT have said.
>
> WIll getting a new provder sort out the problem?

Nope & it could make it worse re my other posting about AOL taking 14 months
to get a engineer to site. I'll admit there is a very small possibility
that there may be a line problem (but it is very small), but remember if
Plus Net do get a BT ADSL Engineer to call & it is your kit you could incure
charges, but if they do find a problem you can contest the other charges
which have already been raised by the other BT engineer. Are you that sure
it's a line problem? Are you prepared to incure extra call our fees? Are
you feeling lucky??