This topic

Download speed low

hairydan — Wed, 29 Jul 2020 17:10:59 GMT

I am having a problems with my broadband being very slow. My router was having to be restarted everyday as it wasn't working properly, I got onto BT as my account was due for upgrade and they renewed my contract and sent me a new router out which is a smart hub 2. According to my account details my estimated download speed is between 20-36mbps and my Stay Fast Guarantee speed is: 17Mbps.

The router has been plugged in and connected for three days now and my Downstream sync speed seems to be stuck at 5.199 Mbps and my Upstream sync speed is 4.988mbps so I do seem to be having a slow connection speed.

I have attached a screenshot from my router status page and the result I got from doing a broadband speed test.

It is a long time since I have done a speedtest but I used to get around 24-25mbps when my original Homehub 5 was working properly.

Does my account need resetting or is there something I can do myself to get the speed back to what it used to be please?

Re: Download speed low

pippincp — Wed, 29 Jul 2020 17:28:42 GMT

Can you post the router page that actually gives us useable information? Advanced settings/technical log/information.

Check for noise on the line 17070 option 2, best with corded phone.

Re: Download speed low

hairydan — Wed, 29 Jul 2020 17:44:09 GMT

Thanks for the reply, I have attached a copy of the page you have asked for and I've rang the quiet line test number from a corded phone, does that give you a reading on noise or is it just that you have to listen for it? I pressed option 2 and apart from her saying "quiet line test" I couldn't hear anything. If you need any more information please let me know.

Re: Download speed low

imjolly — Wed, 29 Jul 2020 18:15:45 GMT

Enter your phone number and post results remember delete number

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

Are you using the master socket? Have you tried the test socket with a filter to see if that improves speed

Re: Download speed low

pippincp — Wed, 29 Jul 2020 18:30:41 GMT

After your daily restarts its going to take longer that 3 days for DLM to relent.

Re: Download speed low

hairydan — Wed, 29 Jul 2020 18:34:45 GMT

I have attached the page you have asked for, I took the liberty of plugging the router into the test plug on the socket a couple of days ago as I remembered that I had been told that in the past. So all the readings are from the test socket.

Re: Download speed low

imjolly — Wed, 29 Jul 2020 18:37:46 GMT

Your connection time is only 3 days have you or were you having connection problems with hub dropping connection or were you resetting trying to improve speed or maybe both?

Re: Download speed low

hairydan — Wed, 29 Jul 2020 19:05:48 GMT

The problem had been that my router was stopping working and this got to a daily occurrence so when I renewed my contract they sent out a new router. This new router doesn't disconnect and works as it should, but the speeds were low, which is why I plugged it into the test socket to see if there was anything wrong with my internal wiring but alas the speeds have remained low.

Quite a few years ago I contacted this forum when I had a similar situation and something had to be reset manually at BT's end by one of the moderators which is why I wanted to do all the checks before I got in touch.

How long do you think I should wait for the system to reset itself? If I wait for however long and it still doesn't improve I may have to make a claim to them about the guaranteed speed I'm supposed to be getting.

Thanks for the help so far.

Re: Download speed low

pippincp — Wed, 29 Jul 2020 19:23:27 GMT

The minimum will be 10 days. Why would you be compensated for a self inflicted slow speed. Instead of resetting the hub every day you should have called in for a replacement.

Re: Download speed low

hairydan — Wed, 29 Jul 2020 21:22:27 GMT

I hardly think a piece of equipment going faulty and me reporting it and waiting for the replacement can be classed as self inflicted!

Re: Download speed low

pippincp — Thu, 30 Jul 2020 06:04:36 GMT

Pity the compensation scheme has been suspended since April then.

Re: Download speed low

hairydan — Thu, 06 Aug 2020 11:28:24 GMT

It has now been longer than 10 days and my speed remains the same although this from the status page shows the router has been working nearly 11 days but the network restarted 1 day and 10 hours ago.

I have attached the technical log page also and a new speedtest.

So could a moderator please contact me and let me know how we can move ahead and fix this.

Re: Download speed low

imjolly — Thu, 06 Aug 2020 12:13:46 GMT

did you hub drop connection hence why connection time is only 1+ day?

until you can get a stable connection for at least 14 days but probably much longer you are not going to get any improvement in connection speed. If you are constantly dropping connection and/or resetting to try and improve speed then you need to get engineer visit to solve the connection problem then speed will improve

there is nothing mods can do to help until you get line stable

Re: Download speed low

hairydan — Thu, 06 Aug 2020 12:39:06 GMT

I did have a HH5 which started to crash every day, this was replaced by the Smart Hub 2 which has been connected solid since it was plugged in. The HH5 used to crash and the only way to get it to reconnect was to reboot it, the Smart Hub 2 hasn't been rebooted by me.

I don't know why the network dropped, if you look at the first picture the uptime of the router is nearly 11 days but for some reason the network dropped out nearly 2 days ago. So are you saying that the clock has reset because the network dropped two days ago, and I will have to wait another 14 days?

If that's so hopefully you can understand why I am a little frustrated and would like to get it sorted. That will then mean that I will have been paying for a months worth of contract and not had the guaranteed speed. The sales team who renewed my contract told me I had a guarantee in place but in a previous reply I have been told there is no guarantee in place as it has been suspended!

That is why I would like to speak to an actual BT employee about this.

Re: Download speed low

imjolly — Thu, 06 Aug 2020 13:04:34 GMT

the 11 days you mention is just the length of time your hub has been switched on and has has no bearing on your 1 day connection time. The drop in connection may easily have been caused by a line problem most likely noise and may well need engineer visit to get line stable

with the resets you were previous doing, the change of hub and various restarts and also line dropping I would doubt the DLM will make any changes in 14 days assuming your line can be stable for that long

as I said you need engineer visit and phone 151

Re: Download speed low

hairydan — Thu, 06 Aug 2020 14:21:15 GMT

OK I will ring 151 and report the fault, thank you.

Re: Download speed low

hairydan — Thu, 03 Sep 2020 18:47:42 GMT

Well this has been going on for over a month now and I'm still no further forward, as requested I raised a fault with 151 and they said you have a fault on the line which we will dispatch an engineer to the exchange to fix it. Get a notification saying fault closed, fault repaired everything should be back to normal, but it wasn't.

Opened another fault with BT and they say there's a problem on your line we will dispatch an engineer to fix it, you don't need to be in. Get a notification saying fault fixed but guess what it wasn't.

Rang again and they say we are sending an engineer to your house, engineer arrives and plugs his laptop in and a phone and says you have too much noise on the line but I'm a broadband engineer and you need a phone engineer so he makes an appointment for an engineer to come out on the Friday (This was the Wednesday) He said he was from Cube and I needed someone from Openreach.

Friday comes and goes with no engineer in sight but I get a notification saying fault has been fixed everything should be back to normal now. Guess what everything still the same.

Open another fault and am told there is a problem with the line and the engineers will have it fixed by today (03/09/2020) and I don't need to wait in for them. Broadband still slow so fault not fixed again. Rang up to inform them that the fault is still present and get a guy from Dublin who was very nice on the phone but said he was having a problem with his computer and would have to ring me straight back ~~and guess what I'm still waiting~~.

So he rang me back and has booked an engineers appointment for next Monday.

Every time I ring the fault help line I spend an average of 45 minutes on hold to get through which I can appreciate people are not working properly yet and some are working from home but I am at a loss what to do next.

Every time the fault line seems to find a fault on the line and an engineer supposedly fixes it, but when I ring again after the engineer has been out they still find a fault on the line.

I'm not expecting you guys to give me an answer as I realise you don't work for BT, I'm just really updating the post about the problem still being on going. But if one of the moderators wants to get in touch and help please do, I really am at a loss as to what I can do now.

Re: Download speed low

Matt-S — Thu, 03 Sep 2020 19:05:26 GMT

Hi @hairydan,

Welcome back to the Community and thanks for taking the time to post.

I'm really sorry to hear about the horrible experience you have had with your connection.

We wouldn't be able to get you an engineer appointment before Monday at this point but if the engineer doesn't fix the fault on Monday let us know. We can then take on your case and case manage it until resolution.

Thanks

Matt

Re: Download speed low

pippincp — Thu, 03 Sep 2020 20:31:20 GMT

The Qube engineers (as they are called) cannot touch or alter any Openreach equipment and are therefore about as useful as a chocolate fireguard if you have a fault.

Re: Download speed low

hairydan — Thu, 03 Sep 2020 20:39:12 GMT

Hi @Matt-S thanks for that, we will see what happens on Monday.