This topic

Broadband Speed reduced drastically.

ZHENOVSKY — Mon, 15 Jun 2020 10:20:16 GMT

I'm on fibre 1:

Your normal available download speed will be between 45-50 Mbps
Your normal available upload speed will be between 8-9 Mbps

Speed tests are all reporting 20Mbps - bufferbloat is terrible now - getting 2-2.3 MB/sec on downloads.

Not hitting the say fast guarantee, what can i do about this?

Re: Broadband Speed reduced drastically.

ZHENOVSKY — Tue, 16 Jun 2020 00:43:28 GMT

Getting worse, feels like i'm back on my old ADSL connection.

Re: Broadband Speed reduced drastically.

PaddyB — Tue, 16 Jun 2020 09:02:29 GMT

Hi @ZHENOVSKY,

Thank you for posting I'm sorry you're experiencing issues with your connection. To help rule out any issue with your phone service please run a quiet line test by dialing 17070 from your BT Landline. If using a corded phone then the test should be quiet, if you are using a cordless phone then you may hear a low hum.

Thanks

Paddy

Re: Broadband Speed reduced drastically.

ZHENOVSKY — Tue, 16 Jun 2020 09:53:42 GMT

Yeah, i'll have to buy a phone to plug in, I don't use the landline.

Re: Broadband Speed reduced drastically.

imjolly — Tue, 16 Jun 2020 10:03:32 GMT

can you also enter your phone number and post results remember delete number

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

Re: Broadband Speed reduced drastically.

ZHENOVSKY — Tue, 16 Jun 2020 10:31:26 GMT

I tried another BT Hub 6A - with an older firmware, SG4B1000E01E - same speeds.

Re: Broadband Speed reduced drastically.

imjolly — Tue, 16 Jun 2020 11:13:10 GMT

as your attainable speed is also low you need to check to see if you have a dial tone and if so is there noise on the line

Re: Broadband Speed reduced drastically.

ZHENOVSKY — Tue, 16 Jun 2020 11:53:36 GMT

Borrowed a cordless phone, very loud hum (the handset i guess) - constant static sound while the line is open, i can't dial out, to my parent's landline or a mobile btw, but i do hear static when i open the line.

as you stated "attainable speed is also low" - I had no issues with my speed before, i was hitting 8-9Mbps on downloads, it's not gone above 2.5Mbps since I've noticed this slow down.

Re: Broadband Speed reduced drastically.

imjolly — Tue, 16 Jun 2020 12:08:20 GMT

if you have no dial tone and sure phone is actually a working phone then I would check again from test socket to eliminate anything in your home causing a problem. if still no dial tone then phone 151 and report a phone fault not broadband

No Service - External Line issue.

ZHENOVSKY — Sun, 21 Jun 2020 19:34:43 GMT

Hello, recently posted - https://community.bt.com/t5/BT-Fibre-broadband/Broadband-Speed-reduced-drastically

After speaking with BT support last Wednesday, they confirmed my line degradation and said it will be fixed by Friday 19th.

Thursday morning, around 9am, the broadband goes off, hub is flashing pink - ring them back and they're telling me that colour is an external fault, and that the engineer who came out on the Thursday morning couldn't fix it and has escalated it to openreach as they have to dig the ground up in order to fix it.

It was fine prior to this visit besides the speed, which was also confirmed with them i was getting half the speed I should.

What am I supposed to do with this? I have two people in my home working from home. I can't contact these engineers, and BT told me they also can't directly contact them.

Re: No Service - External Line issue.

RIC9380 — Sun, 21 Jun 2020 19:54:49 GMT

Is your BT line residential or business?

BT Customer Service have some access to the OR system and can phone through to Support who can provide an update. Sorry, but you can't just immediately dig up the street when an external fault is found.

Re: No Service - External Line issue.

ZHENOVSKY — Sun, 21 Jun 2020 21:20:17 GMT

Residential. I'll contact them tomorrow and try to get an update.
I told the support guy it was working before the engineer did whatever he did, so why does it now require conservation archaeological digging to fix, surely whatever he did was the issue not underground.

Re: No Service - External Line issue.

ZHENOVSKY — Mon, 22 Jun 2020 11:44:55 GMT

Support guy has confirmed it will be completed tomorrow, by openreach/whatever team is excavating (The digging work) but may take longer if they need permission from the council. Whole thing seems higgledy piggledy.

I don't want to request a cancellation, but what is the time-frame with no service which you can cancel the contract?

Re: No Service - External Line issue.

ZHENOVSKY — Tue, 23 Jun 2020 15:39:40 GMT

So, an openreach engineer has been, he worked on the outside cabling at the front of my house, this has fixed the no connection issue and the speed is back to full.

Re: No Service - External Line issue.

ZHENOVSKY — Tue, 23 Jun 2020 15:38:42 GMT

Before:
Data rate:
7.20 Mbps / 22.40 Mbps

Maximum data rate:

9079 / 28674

Then no connection for 5 days, then fixed with

After:
Data rate:
10.00 Mbps / 55.00 Mbps

Maximum data rate:

21311 / 64056