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My broadband is 9.3Mb/s, I was guaranteed 14Mb/s

Dave_Simkiss — Fri, 29 May 2020 15:16:35 GMT

My broadband is 9.3Mb/s, I was guaranteed 14Mb/s - it says so as part of my package.

Can anyone help with this? Could an engineer check my line?

Below is a screengrab from my account:

Re: My broadband is 9.3Mb/s, I was guaranteed 14Mb/s

imjolly — Fri, 29 May 2020 15:21:44 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: My broadband is 9.3Mb/s, I was guaranteed 14Mb/s

Dave_Simkiss — Fri, 29 May 2020 15:29:16 GMT

Hi imjolly.

Appreciate the reply. I clicked on the link. Screengrab of info below:

Re: My broadband is 9.3Mb/s, I was guaranteed 14Mb/s

Dave_Simkiss — Fri, 29 May 2020 15:32:44 GMT

I've logged into my Home Hub / advanced settings, but I don't think I should post them here - should I?

Re: My broadband is 9.3Mb/s, I was guaranteed 14Mb/s

licquorice — Fri, 29 May 2020 15:40:05 GMT

Of course, otherwise we can't help. There is nothing sensitive but if you are worried you can just edit out the serial number, mac address and wifi names.