This topic

Broadband slow (0.16Mbps)

MarkyB916 — Fri, 18 Dec 2020 16:09:35 GMT

Hi.

Hoping someone can help.

On 17/12 my broadband dropped out. When it return it was unusable as download speeds had dropped to 0.16Mbps. I've done the usual tests to ensure that the modem/router cables etc are all working and have tried plugging things in to the test socket (with ADSL filter). Each time, it takes a few attempts to connect then, once connected it's slow.

One interesting observation was that unplugging the ethernet cable seemed to cause the connection to drop and reconnect. I left it for a while without anything plugged in (wireless access only) and still had the speed issue.

I have reported the fault to BT and diagnostics indicate that it is a fault on the line (noisy).

I am an IT worker, working from home so need a reliable/fast connection.

Checking today (18/12/2020) show the issue has not resolved so I contacted BT again. Their response is that they aim to resolve it by EOD on the 23rd but cannot give any updates on status. The were unable to provide any alternative option for providing a connection during the downtime. When I suggested that I could use my mobile phone as a 4G hotspot if they waived the 10GB data limit temporarily, they were unwilling to do so.

I also suggested that my IP profile might have been capped and enquired whether it could be manually reset rather than waiting they were also unwilling to help further.

Does anyone have any suggestions for how I might escalate this issue as my connection is crucial for my work and I cannot afford to have this level of downtime with no guarantee of resolution.

Happy to provide further info, stats etc if needed.

Many Thanks.

Re: Broadband slow (0.16Mbps)

Keith_Beddoe — Fri, 18 Dec 2020 16:16:42 GMT

@MarkyB916

Welcome to this user forum.

Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.

If you have reported it as a noisy phone line, unable to make calls, then its normally foxed within three working days. If you just reported it as slow broadband, then its likely to take a bit longer, as it goes into a different queue. Landline faults are normally dealt with first.

Re: Broadband slow (0.16Mbps)

imjolly — Fri, 18 Dec 2020 16:14:38 GMT

Can you post hub stats please

did you check phone line for noise by dialling 17070 option 2 should be silent and best with corded phone

Re: Broadband slow (0.16Mbps)

-Richie- — Fri, 18 Dec 2020 16:16:28 GMT

@MarkyB916wrote:
Does anyone have any suggestions for how I might escalate this issue as my connection is crucial for my work and I cannot afford to have this level of downtime with no guarantee of resolution.

If you have an engineer booked already, you'll have to wait for Openreach to come and do the repair.
I'd suggest a Halo upgrade incase it happens again, you wouldn't be covered for an already reported fault.

If broadband is critical and you'll remain working from home, you could look at BT Business which has service level agreements for any loss, on a residential account you don't get the same terms.

Re: Broadband slow (0.16Mbps)

MarkyB916 — Fri, 18 Dec 2020 16:22:00 GMT

Hi.

Thanks for replying.

Yes, I did do the noise test which checked out OK. I'm able to make calls so possibly being dealt with as slow broadband.

Re: Broadband slow (0.16Mbps)

MarkyB916 — Fri, 18 Dec 2020 16:23:20 GMT

Hi.

Thanks for replying.

Yes, I did do the noise test which checked out OK. I'm able to make calls so possibly being dealt with as slow broadband.

Re: Broadband slow (0.16Mbps)

Keith_Beddoe — Fri, 18 Dec 2020 16:25:26 GMT

@MarkyB916 wrote:

Hi.

Thanks for replying.

Yes, I did do the noise test which checked out OK. I'm able to make calls so possibly being dealt with as slow broadband.

Can you post the connection information from your BT Home Hub please?

Hub Stats
The information contained within your router management pages can really help others diagnose technical issues. To post these stats, open up a web browser and type 192.168.1.254 or BThomehub.home. Navigate to the 'Troubleshooting' Tab and then click on 'Helpdesk', you will then need to enter the admin password which can be found on the sticker on the back of BT Home Hub 4 and 5. BT Home hub 3 will have the sticker on the underside of the router.

When using a Hub 3, you will see an option at the bottom right hand corner to select 'full details'. click on this, copy the info displayed and post the results. If using a BT Home Hub 4 or 5 navigate to 'Troubleshooting' then to 'Logs'. You will then find two lines which will state 'DSL noise margin' and 'DSL line rate', copy this info and include this in your post.

If you are using the BT Smart hub you can get your connection stats by, Opening a new web browser on your connected device and type 192.168.1.254 or bthomehub.home into the address bar. This will open the Hub Manager. Click ‘Advanced Settings’ and then ‘Technical log’

Re: Broadband slow (0.16Mbps)

MarkyB916 — Sat, 19 Dec 2020 08:56:51 GMT

Not able to post stats at the moment as connection has gone completely now.

Re: Broadband slow (0.16Mbps)

Keith_Beddoe — Sat, 19 Dec 2020 09:02:23 GMT

@MarkyB916 wrote:

Not able to post stats at the moment as connection has gone completely now.

And is your phone line still quiet with no noise on it?

Are you using any form of powerline connectors, as they can interfere with broadband?

What does your master phone socket look like?

Re: Broadband slow (0.16Mbps)

MarkyB916 — Sat, 19 Dec 2020 09:06:58 GMT

I do use powerline connectors and they have never caused any issues. However I did remove them from the network during diagnostics and still had connection issues.

My master socket is type 7.

Many Thanks

Re: Broadband slow (0.16Mbps)

Keith_Beddoe — Sat, 19 Dec 2020 09:12:51 GMT

@MarkyB916 wrote:

I do use powerline connectors and they have never caused any issues. However I did remove them from the network during diagnostics and still had connection issues.

My master socket is type 7.

Many Thanks

Its best to leave them turned off for now as they may be causing errors on your line.

The master socket 5C that you have, with the MK4 filter, is known to have issues with poor connections.

Please could you connect things up as shown below, and see if you get a connection.

Which BT Home hub do you have?

NTE 5C Test socket check

What speed would you normally expect to get?

Enter your phone number into this form and display the results here, but edit out your phone number before you post the results.

https://www.broadbandchecker.btwholesale.com/#/ADSL

Re: Broadband slow (0.16Mbps)

MarkyB916 — Sat, 19 Dec 2020 09:21:11 GMT

Hi.

I have already tried the test socket and still get the same issue.

I don't use a BT home hub as the one provided (a long time ago) had too many issues. At present I am using a Netgear modem/router. This had not had issues and I i have tested it on another line without any issues.

I also tried my backup Belkin modem/router and still had the same issue.

Many Thanks.

Re: Broadband slow (0.16Mbps)

Keith_Beddoe — Sat, 19 Dec 2020 09:27:12 GMT

And you are getting dial tone on your phone, without any noise on the line?

What results does the availability checker show, as you may be a long distance from the exchange.

Re: Broadband slow (0.16Mbps)

MarkyB916 — Sat, 19 Dec 2020 09:36:36 GMT

Hi.

No noise on the line and no problems with voice calls.

Thanks for the suggestion of the availability checker. I've just tried it. Here's the results

Re: Broadband slow (0.16Mbps)

Keith_Beddoe — Sat, 19 Dec 2020 09:52:13 GMT

You are quite a long way from the exchange with an expected connection speed of 1 to 4 Mbs, however the last test on the 7th December only shows a speed of 0.19Mbs, so something is wrong with your line.

It could be an unbalanced line picking up noise that you would not be able to hear, as it would be outside of the audio range. Openreach have test equipment that can test for this.

As you are expecting an update on the 23rd, there is not much else I can suggest.

If you can provide connection information from you router, it would help, provided it shows the downstream noise margin.

Re: Broadband slow (0.16Mbps)

MarkyB916 — Sat, 19 Dec 2020 09:52:35 GMT

It's looking that way.

Thankyou very much for your help and suggestions though. I've bookmarked the availability checker as that's a very useful tool.

Re: Broadband slow (0.16Mbps)

imjolly — Sat, 19 Dec 2020 10:02:20 GMT

can you post connection stats from netgear please

Re: Broadband slow (0.16Mbps)

MarkyB916 — Sat, 19 Dec 2020 11:35:16 GMT

Hi.

Unfortunately I cannot post stats. As at 19/12/2020 I now have no internet connection at all.

Re: Broadband slow (0.16Mbps)

PaddyB — Sat, 19 Dec 2020 11:52:55 GMT

Hi @MarkyB916,

Thank you for posting back. I'm sorry if your connection isn't working. If you send me your details I'll be able to take a look at what is happening with the fault on your line.

I have sent you a private message with instructions on how to contact the team. You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

Paddy