This topic

Appallingly slow broadband 0.5mbps

darylf — Mon, 10 Aug 2020 13:28:56 GMT

We are in a rural area and accept our broadband will be poor however over the last couple of months it is almost unusable.

Been through all the stuff accessible through the mybt, after running a speed test it never gives any results just says my connection looks "great". Some weeks ago after complaining of 0.5mbps speeds an "engineer" was sent, coincidentally two hours before he came our broadband started running at 3mbps and everything was pronounced fixed! After a week it was back down again and has remained at 0.5 ish ever since.

The home hub will only connect at 1.150mbps, it always does this. Previously we used to get 2-3mbps, I have it anecdotally that there is not sufficient capacity on the cabinet and whenever anyone complains they are just switched up for a bit until someone else complains and then they are switched up at the expense of the first person.

How can I get a better service than this, ideally the one we are already paying for??

Re: Appallingly slow broadband 0.5mbps

imjolly — Mon, 10 Aug 2020 13:45:54 GMT

welcome to the BT community forum where customers help customers and only BT employees are the forum mods

in order for the forum members to help please can you post the stats from your router (if hub enter 192.168.1.254 in your browser) and if HH5 then go to troubleshooting then helpdesk and if HH6/SH2 then advanced settings then technical log information .

Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal

enter your phone number and post results remember to delete number https://www.broadbandchecker.btwholesale.com/#/ADSL

Someone may then be able to offer help/assistance/suggestions to your problem

Re: Appallingly slow broadband 0.5mbps

darylf — Mon, 10 Aug 2020 15:33:18 GMT

Cant do a quiet line test as don't have a plug in phone, these are the stats off the home hub:

1. Product name: BT Home Hub

2. Serial number: +068543+NQ61525827

3. Firmware version: Software version 4.7.5.1.83.8.264 (Type A) Last updated 10/01/20

4. Board version: BT Hub 5A

5. DSL uptime: 0 days, 04:15:37

6. Data rate: 1062 / 1150

7. Maximum data rate: 1058 / 4268

8. Noise margin: 6.2 / 7.3

9. Line attenuation: 27.9 / 52.0

10. Signal attenuation: 27.8 / 49.6

11. Data sent/received: 36.6 MB / 271.3 MB

12. Broadband username: bthomehub@btbroadband.com

13. BT Wi-fi: Yes

14. 2.4 GHz Wireless network/SSID: BTHub5-T638

15. 2.4 GHz Wireless connections: Enabled (802.11 b/g/n (up to 144 Mb/s))

16. 2.4 GHz Wireless security: WPA2

17. 2.4 GHz Wireless channel: Automatic (Smart Wireless)

18. 5 GHz Wireless network/SSID: BTHub5-T638

19. 5 GHz Wireless connections: Enabled (802.11 a/n/ac (up to 1300 Mb/s))

20. 5 GHz Wireless security: WPA2

21. 5 GHz Wireless channel: Automatic (Smart Wireless)

22. Firewall: Default

23. MAC Address: 90:72:82:a3:43:94

24. VPI/VCI: 0 / 38

25. Modulation: G.992.5 Annex A

26. Latency type: Interleaved

27. Software variant: AA

28. Boot loader: 1.0.0

Re: Appallingly slow broadband 0.5mbps

imjolly — Mon, 10 Aug 2020 15:38:50 GMT

Connection time is only 4hrs is that due to router dropping connection or manual reset or a combination of both

your connctionis in a banded profile probably due to an unstable connection and will not improve until you can find the problem and get a stable line again

the most basic check if for noise on your phone line and that is most likely cause of your problems. You really need to get or borrow a phone to check your line. You can get a cheap corded phone for about £10 at argos

Re: Appallingly slow broadband 0.5mbps

licquorice — Mon, 10 Aug 2020 15:49:48 GMT

@darylf wrote:

The home hub will only connect at 1.150mbps, it always does this. Previously we used to get 2-3mbps, I have it anecdotally that there is not sufficient capacity on the cabinet and whenever anyone complains they are just switched up for a bit until someone else complains and then they are switched up at the expense of the first person.

Absolute nonsense. ADSL doesn't come from the cabinet in any case, it comes from the exchange. There is no facility in either the exchange or cabinet to increase the speed of one customer at the expense of another.

As @imjolly says, you need to get the line fixed.

Re: Appallingly slow broadband 0.5mbps

darylf — Mon, 10 Aug 2020 17:25:40 GMT

No it was re booted today, until then had been up for fifteen days at that connection rate, and every previous reboot had produced a connection rate of 1.150

Re: Appallingly slow broadband 0.5mbps

darylf — Mon, 10 Aug 2020 17:27:48 GMT

This is why I said anecdotally, being rude to me is not that helpful really, as previously stated I have tried in vain to "get the line fixed". Might be more helpful if you said what it was you thought needed fixing!

Re: Appallingly slow broadband 0.5mbps

darylf — Mon, 10 Aug 2020 17:30:26 GMT

I have phone coming tomorrow so I will be able to check the noise then.

Re: Appallingly slow broadband 0.5mbps

darylf — Mon, 10 Aug 2020 17:38:37 GMT

This hasn't formatted correctly but this was the result from the availability checker:

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install ProcessFTTP on Demand

330

Available

ADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) ADSL Availability Date WBC SOADSL Availability Date Left in JumperWBC ADSL 2+WBC ADSL2+ Annex MADSL MaxWBC Fixed RateFixed Rate

Up to 6	--	5 to 7	Available	Available	--
Up to 6	Up to 0.5	5 to 7	Available	Available	--
Up to 6	--	5 to 7	Available	Available	--
--	--	--	--	Available	--
1	--	--	Available	--	--

Observed Speeds ADSLMax Observed Downstream SpeedMax Observed Upstream SpeedObserved Date

1.15

1.06

2020-07-03

Other Offerings Availability DateADSL Multicast

Available

Premise Environment StatusBridge TapVRINTE FacePlateLast Test Date

28-07-2020

Re: Appallingly slow broadband 0.5mbps

imjolly — Tue, 11 Aug 2020 09:51:53 GMT

you are in a banded profile so even if your hub was dropping connection often then you would still see the same speed so that is no indication of stable connection

Banding normally releases on adsl2 line after about 7/10 days stable connection suggesting your line in not stable

look forward to quiet line test result

Re: Appallingly slow broadband 0.5mbps

darylf — Tue, 11 Aug 2020 09:56:54 GMT

Before I re booted it yeterday to see if it improved matters, the hub said it had been connected at that speed for fifteen days, I am just kicking myself that I did not get on here with that set of stats. I do log into it regularly so can see that it is not constantly dropping the line and re connecting. Anyway I will do the noise test and post with the result of that.

Thank you for your assistance and advice.

Re: Appallingly slow broadband 0.5mbps

darylf — Wed, 12 Aug 2020 14:33:18 GMT

I have got hold of a corded phone and done quiet line test, there are no random crackles buzzes hisses etc, but there is a continuous barely discernible hum?

Until I shut it down to do the test the hub had remained connected at 1.151.

Re: Appallingly slow broadband 0.5mbps

licquorice — Wed, 12 Aug 2020 15:18:32 GMT

With a corded phone the quiet line test should be completely silent but with a long line a bit of hum might be induced into the line or it could be an Earth contact fault which the line test should pick up if you report the fault.

Report it as a noisy line fault rather than a broadband fault.

Re: Appallingly slow broadband 0.5mbps

darylf — Wed, 12 Aug 2020 16:07:06 GMT

ok thank you, I will report it as noisy and in the meantime leave the hub up all the time and see if things improve, and if it stays connected for say 10 days and still stays banded I will post again.

Re: Appallingly slow broadband 0.5mbps

darylf — Tue, 01 Sep 2020 16:43:42 GMT

an update on this, having waited a couple of weeks for a fault that was identified to be rectified, just had an e mail to say it's all sorted but nothing has changed with my broadband still resolutely connecting at 1.151 and giving me a real world throughput of around 0.5

Re: Appallingly slow broadband 0.5mbps

imjolly — Tue, 01 Sep 2020 16:47:19 GMT

If fault is fixed is your connection stability improved

can you post up to date hub stats

Re: Appallingly slow broadband 0.5mbps

darylf — Tue, 01 Sep 2020 16:53:03 GMT

I only had the email about half an hour ago so it's too early to tell really, I will see how it goes over next few days and post some stats but it wasn't really dropping the connection much before, and I have no idea what the fault was or what's been done to rectify it I will keep you posted on any develoments

Re: Appallingly slow broadband 0.5mbps

darylf — Tue, 01 Sep 2020 16:56:25 GMT

This is where we are at the moment, I re booted the hub

1. Product name:	BT Home Hub
2. Serial number:	+068543+NQ61525827
3. Firmware version:	Software version 4.7.5.1.83.8.264 (Type A) Last updated 10/01/20
4. Board version:	BT Hub 5A
5. DSL uptime:	0 days, 00:37:51
6. Data rate:	1065 / 1151
7. Maximum data rate:	1069 / 3680
8. Noise margin:	6.4 / 7.9
9. Line attenuation:	27.5 / 51.0
10. Signal attenuation:	27.1 / 47.8
11. Data sent/received:	4.0 MB / 32.6 MB
12. Broadband username:	bthomehub@btbroadband.com
13. BT Wi-fi:	Yes
14. 2.4 GHz Wireless network/SSID:	BTHub5-T638
15. 2.4 GHz Wireless connections:	Enabled (802.11 b/g/n (up to 144 Mb/s))
16. 2.4 GHz Wireless security:	WPA2
17. 2.4 GHz Wireless channel:	Automatic (Smart Wireless)
18. 5 GHz Wireless network/SSID:	BTHub5-T638
19. 5 GHz Wireless connections:	Enabled (802.11 a/n/ac (up to 1300 Mb/s))
20. 5 GHz Wireless security:	WPA2
21. 5 GHz Wireless channel:	Automatic (Smart Wireless)
22. Firewall:	Default
23. MAC Address:	90:72:82:a3:43:94
24. VPI/VCI:	0 / 38
25. Modulation:	G.992.5 Annex A
26. Latency type:	Interleaved
27. Software variant:	AA
28. Boot loader:	1.0.0

Re: Appallingly slow broadband 0.5mbps

darylf — Wed, 02 Sep 2020 08:02:04 GMT

Further update, after forty minutes on the phone this morning it turns out that the fault has not been fixed, the fault is still there, an engineer comes tomorrow.

Re: Appallingly slow broadband 0.5mbps

darylf — Fri, 11 Sep 2020 09:25:32 GMT

Further update, had openreach engineer here for six hours last thursday, he located three physical faults on the line to our property, two of which he fixed but couldn't do the third as couldn't get a hoist, he did a quick reset at end of the day which connected at over 5mbps However .... as they hadn't fixed the fault in 24 hours and would be fined anyway they wouldn't be back to finish the job until some unspecified date in the future. Not seen them since, and as he predicted our speeds have been dropping for the last week so we are now back where we started. Checking on the track my fault system it says could I please let them know if it is fixed now, because evidently BT don't have a clue whether it has been or not, cue endless waiting on the phone until patience runs out.

Outstanding customer service from BT and Openreach, bravo, pease don't take that as a compliment!