This topic

Very slow broadband - options?

petewalburn — Mon, 01 Feb 2021 14:12:01 GMT

Hi,

I have BT Broadband (not fibre) and am getting awful speeds. It has occasionally been as fast as 7Mbps, but is usually around 3 download. The upload speed is usually 0.1 Mbps. I keep calling BT to speak to someone about this. Occasionally I get to speak to someone who seems to know what they are talking about, but always seems to be transferred to another department. Then, I'm on hold for a while and either get cut off, put back to the main call desk or am transferred to the totally wrong department.

I called the Ofcom's Universal Service Obligation team as I should be able to receive a minimum of 10Mbps download and 1Mbps upload. I then had to contact BT again to discuss options. I was told that I need to speak to the 4G Team. I was then cut-off eventually.

I see from the BT website that there is a 4G Home Broadband option available (although the cost if extortionate). However, what I would prefer is an option where I can use 4G or landline broadband depending on which is fastest (and available). Sometimes the 4G signal is not available, so I would like the broadband to automatically switch to the broadband line inn this case. I know that this is possible (BT have 4g Assure which seems to do exactly this, but is only available to business broadband).

I know that there are other 4G options available (at cheaper prices). I would need an unlimited package however, as I and my family are working from home and are using the broadband for most of the day.

I have only recently taken out a contract with BT and it is for 24 months, so I don't really know what my options are now. If I leave BT, I'll no doubt have to pay a penalty!

Anyone got any ideas?

Pete

Re: Very slow broadband - options?

imjolly — Mon, 01 Feb 2021 14:15:25 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: Very slow broadband - options?

petewalburn — Mon, 01 Feb 2021 14:46:55 GMT

Here are the stats from the router and the broadband availability checker:

HomeHub StatsBroadband Availability

Re: Very slow broadband - options?

imjolly — Mon, 01 Feb 2021 14:52:09 GMT

you currently have an 8mb connection speed which is really good based on the dslchecker estimate of 1/3.5mb. as you are exchange only (no can number) then unfortunately there is no FTTC available to you

can you run btspeedtester with ethernet connection and post results please

https://www.speedtest.btwholesale.com/

Re: Very slow broadband - options?

petewalburn — Mon, 01 Feb 2021 18:40:17 GMT

Hi,

How long should the btspeedtester take to run? It's been going for over 2 hours now!

Pete

Re: Very slow broadband - options?

petewalburn — Tue, 02 Feb 2021 09:31:32 GMT

I had to leave the btspeedtester running overnight - did not complete. Laptop crashed in the end! I started the btspeedtester again this morning at about 6:30 am. It is still goin now!

Re: Very slow broadband - options?

imjolly — Tue, 02 Feb 2021 10:02:56 GMT

it should only take seconds to run and complete

try https://fast.com/

Re: Very slow broadband - options?

petewalburn — Tue, 02 Feb 2021 10:20:54 GMT

Now I get:

Could not reach our servers to perform the test. You may not be connected to the internet

but I am definitely connected.

Re: Very slow broadband - options?

petewalburn — Tue, 02 Feb 2021 11:53:41 GMT

Managed to get it working on another laptop.

Re: Very slow broadband - options?

Keith_Beddoe — Tue, 02 Feb 2021 12:06:14 GMT

@petewalburn

That is about as fast as you are likely to get on your connection, and is better than the estimated speed.

You may like to try the BT Wholesale Performance tester again, now you have working computer.

https://www.speedtest.btwholesale.com/

Re: Very slow broadband - options?

petewalburn — Tue, 02 Feb 2021 12:04:50 GMT

OK, what about the Universal Service Obligation where if I cannot get 10Mbs down and 1Mbps up, I can request an upgraded connection?

Re: Very slow broadband - options?

Keith_Beddoe — Tue, 02 Feb 2021 12:12:13 GMT

@petewalburn wrote:

OK, what about the Universal Service Obligation where if I cannot get 10Mbs down and 1Mbps up, I can request an upgraded connection?

That would only be a 4G mobile connection, and you would have to be in a good coverage area.

https://www.bt.com/broadband/USO

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/broadband-uso-need-to-know

Re: Very slow broadband - options?

imjolly — Tue, 02 Feb 2021 12:11:28 GMT

do you have a good mobile signal and can get 4g what speed do you get on 4g as that also counts for USO