by Grand Master
Grand Master

Need Help with Your Home Broadband Speed or Connection?

To effectively help you with any Broadband speed or connection issues we would need to see some hard data about your line after carrying out a few short tests for starters, which will enable us to diagnose the problem and advise you further.

 

Using the Test Socket

The responsibility of any Internet Service Provider like EE ends in the master socket, usually the one nearest where the phone line enters the premises. In most cases the responsibility ends at an interior test socket where present, but for older sockets it will end at the front main socket. This distinction is discussed in more detail below. The removable front faceplate, if any, anything connected to it and anything beyond it is the consumer's responsibility. Testing at this final socket is necessary to pinpoint whose responsibility any fault is. BT, in its Phone Book, instructs consumers to test at the test socket as a final test before reporting any (voice or Broadband) problem.

 

1. If your master socket DOES NOT have a horizontal split looking like Fig A. do not remove the faceplate & skip to Step 4.

 

(A) The Split Faceplate (A) The Split Faceplate(B) The Test Socket (B) The Test Socket

2. Try plugging your router into the hidden test socket that is revealed (Fig. B) when you remove the bottom half of the split faceplate (2 screws) of your master socket. 

 

3. Are there any wires connected to back of the faceplate itself?

 

4. Do you have any extension BT phone sockets, where you could plug further phones & other devices in, even if you are not currently using them?

5. Try the BT Quiet Line Test (dial 17070 Option 2), preferably with a corded phone, in the final socket with the router disconnected. If there is any noise, report to your landline provider as a voice fault (don't mention Broadband). Often sorting out voice faults will fix the Broadband as well.

 

Providing Essential Line Data

Knowing the following line characteristics will enable us to provide you with full help for your problem. Without it we might be unable to comment fully on your issues.

 

1. Post your full router stats. For a BrightBox: login at http://192.168.1.1 with username 'admin' & admin password given on the label on the router (unless you've changed it to your own one). Navigate to Advanced Settings/ Accept/ System/ DSL Status (Fig. C). Also post just the 'System Uptime'  (Fig. D). from the top of System Log page (Don't post the whole of that long page as it usually doesn't tell us any more than the DSL Status tells us). Full router stats are key to any speed & connection issues.

 
2. Try a wired speedtest, using an Ethernet cable supplied with the router, here http://www.thinkbroadband.com/speedtest.html . Click on the "Results Page" button at the bottom of the graph you first see and then copy to here just the "Link to this result:" link that you see below the next main graph.

3. What exchange are you connected to? If you don't know use: http://www.samknows.com/broadband/exchange_search and post the URL of your resultant exchange page that is now showing.

 

(C) DSL Status (C) DSL Status

(D) System Uptime (D) System Uptime

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Star" button below.
To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
2 REPLIES 2
by Grand Master
Grand Master

Please do not post your queries in this thread but start your own thread.

Please do not post your queries in this thread but start your own thread. That way we can concentrate on your individual issues. 

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Star" button below.
To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
by Grand Master
Grand Master

Using the Test Socket of a Filtered Master Socket

Using the Test Socket of a Filtered Master Socket

 

If your master socket has 2 sockets showing, 1 for Broadband & the other for phone, to access the test socket please follow How to access test socket on Openreach master socket .

__________________________________________________________________________________________
If you think I helped please feel free to hit the "Star" button below.
To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC
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