Thread: What Can We Do?

This probably sounds odd to some people - it does to me - and I am looking for things I can to do to see if the problem is with the service or the way my mum has it set up...............

My parents have had BT internet access for a long time and when mum got a laptop a while back we found the internet wouldn't work with it so contacted BT internet support (at a cost on low-call numbers) and it transpired that she would need a new router which was sent out - and they said she would need to sign up for a further period of time - I think it was another 12 or 18 months probably the longer.

Now, to the problems, the internet access is very slow and to connect to the internet you have to click on connect every time you switch on the PC - even if the router is left on, and usually you have to switch off the router to reset it each time.

Also, if the phone rings, it breaks to internet connection and you have to switch off the router and reset it to get the connection back. Now, I know it is supposed to be broadband connection and she is paying quite a lot for the service. However, to me it sounds like she has traditional dial up access from BT even though she should have broadband.

Can anyone advise me how I can check this out and what to do to either get her the service she is paying for or, if not possible, get out of a contract for something she isn't getting despite paying for it.

Many thanks in advance, they are going away soon and I am hoping to have the matter resolved before they come home in the middle of July.

Feebee_71

If she had dial-up, the phone couldn't ring. The person trying to ring would get an engaged tone.

There should be a 'filter' in the socket that the internet is connected into, does she have one?

Conniff,

I know she was sent filters for the phone line and am sure she put one into the main phone socket and then has the phone plugged into one side and the internet cable into the other side (2 sockets next to each other on filter if I remember correctly)

Is this enough or should I put another one on if I can find them?

Feebee_71

Kiptower,

Do you mean that the phone downstairs should also have a filter attached to it?

Main line into the house is upstairs (when we were children parents only had a phone upstairs on landing but had extension added about 15 years later in the lounge) and this is also where internet is connected. Then, as I say, there is an additional phone socket in the lounge downstairs which doesn't have any filters on it.

Feebee_71

every socket that has a phone pluged in must have a filter first , and any socket you might plug a phone into should also have a filter

I've been and found you a picture of how it should be set up.

The one item most people forget is the Sky box, if you still have a phone line connected, then it must have a filter.

Hi all,

Many thanks for the help and assistance.

I got to mum's and there was no filter on the phone line downstairs but she had a spare one in a box so I fitted that and don't seen to have had a problem with the internet since I did this.

Not bad for having only been here for 2 days - and I have also managed to fix their boiler!!!

Feebee_71