This topic

Broadband speed reduction after reconnection

Andyp28 — Thu, 02 Jul 2020 08:15:29 GMT

Hi. So am on Fibre 1 and have been for a few years now. My speed specified by BT is up to 47mbps which it does often achieve. I made the silly mistake of moving to another provider but 3 days after choosing to switch I decided to switch back to cancel and stay with BT. Contacted both and everything was cancelled. However on the day it should have switched I lost my broadband and after a lot of time on the phone to BT they said I had been Slammed which means the other provider had taken the line. BT the arranged a re connection and after 7 days I am back up and running. However the speed they now give is up to 37mbps. 2 weeks ago and prior to my switch they were giving me up to 47mbps. But no longer offer that according to their website. What should I do?

If I went with BT business they are offering 47mbps on the same line. All seems very odd. Would they have reconnected me On a different circuit than before??

Re: Broadband speed reduction after reconnection

imjolly — Thu, 02 Jul 2020 10:47:58 GMT

maybe you should have a business line if you are running a business on a residential line

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 but leave exchange and cab https://www.broadbandchecker.btwholesale.com/#/ADSL

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

Re: Broadband speed reduction after reconnection

Andyp28 — Thu, 02 Jul 2020 13:09:58 GMT

Hi @imjolly Thank you for your prompt reply. I will do the tests and post the stats. However my question really is why would BT have reduced their offering on the same line. When I was looking 2 weeks ago they were quoting up to 47mb which is what I used to get. Now my new order confirmation states up to 37mb where as 2 weeks ago they quoted 47mb. Does that make sense??
The reason I mention business is that on the same lone they offer what I previously had.

Re: Broadband speed reduction after reconnection

imjolly — Thu, 02 Jul 2020 14:01:35 GMT

when you post the results from dslchecker we will see what the estimates are for your line these estimates are supposed to be realistic based on other customers in your are

Re: Broadband speed reduction after reconnection

Andyp28 — Thu, 02 Jul 2020 15:10:04 GMT

@imjolly Here you go!

Re: Broadband speed reduction after reconnection

imjolly — Thu, 02 Jul 2020 15:16:46 GMT

Your estimated speed is 51/35mb and you had 43mb on 30/6

Can you post the exchange and cab which you have deleted

hub stats will be good as well

Re: Broadband speed reduction after reconnection

Andyp28 — Thu, 02 Jul 2020 15:20:43 GMT

@imjolly Exchange is Seaton. Cabinet 10

Re: Broadband speed reduction after reconnection

Andyp28 — Thu, 02 Jul 2020 15:49:19 GMT

@imjolly Sorry forgot hub stats

Re: Broadband speed reduction after reconnection

imjolly — Thu, 02 Jul 2020 16:41:26 GMT

Sorry but the stats are from advanced settings then technical log information which is not the ones posted

Re: Broadband speed reduction after reconnection

Andyp28 — Thu, 02 Jul 2020 16:53:00 GMT

@imjolly Is this what you need?

Product code:Smart Hub 2

Serial number:+091298+1922022329

Firmware version:v0.17.01.12301-BT

Firmware updated:Mon Mar 9 07:49:11 2020

Board version:R01

GUI version:1.56 15_02_2019

DSL uptime:0 days,16 Hours58 Mins17 Secs

Data rate:9.999 Mbps / 40 Mbps

Maximum data rate:12.290 Mbps / 49.579 Mbps

Noise margin:8.8 / 9.6

Line attenuation:12.3 / 20.9

Signal attenuation:12.3 / 29.0

VLAN id:101

Upstream error control:Off

Downstream error control:Off

Data sent / received:180.9 MB Uploaded / 2.2 GB Downloaded

Broadband username:bthomehub@btbroadband.com

BT Wi-fi:Activated

2.4 GHz wireless network name:AJPHUB-5

2.4 GHz wireless channel:Channel: 11

5 GHz wireless network name:AJPHUB-5

5 GHz wireless channel:Channel: 44

Wireless security:WPA2 (Recommended)

Wireless mode:Mode 1

Firewall:On

MAC address:04:A2:22:1A:84:18

Software variant:-

Boot loader:0.1.7-BT (Thu Nov 30 09:45:22 2017

Re: Broadband speed reduction after reconnection

NeilO — Thu, 02 Jul 2020 18:49:19 GMT

Hi @Andyp28, welcome to the community and thanks for posting, do you know if you've been put on Fibre 1 or Fibre essential? It should say on your order confirmation messages. The Fibre essential plan has a 40Mb maximum speed and that's what your max speed has been set to.

Re: Broadband speed reduction after reconnection

Andyp28 — Fri, 03 Jul 2020 07:11:59 GMT

Hi @NeilO It’s fibre 1

Re: Broadband speed reduction after reconnection

Matt-S — Fri, 03 Jul 2020 09:42:02 GMT

Thanks @Andyp28.

In the hub stats, you posted the connection time was a bit over 15 hours. Had the connection been dropping or have you rebooted the hub or anything like that?

It's possible that the line has been banded to 40/10 due to a dropping connection if the line remains stable the profile should correct itself in about 10 days.

Thanks

Matt

Re: Broadband speed reduction after reconnection

Andyp28 — Fri, 03 Jul 2020 09:48:18 GMT

Hi @Matt-S

It is sort of a new connection which is why the hub has not been up for long. If you look at my original post the speeds quoted are different than what I previously had and what was given 2 weeks ago. I’m worried that my line has been throttled in some way hence the question.

Re: Broadband speed reduction after reconnection

Matt-S — Fri, 03 Jul 2020 10:19:40 GMT

@Andyp28,

We can take a look into the account for you to work out what's going on. I've sent you a Private Message with details on how you can get in contact with the mod team.

Thanks

Matt