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since 3 days broadband slow and intermittent drop

dcayla — Mon, 17 Aug 2020 09:11:23 GMT

Hi, For 3 days I have unstable broadband and when it is on I have 10% of my contractual speed. I have tried the BT test my speed tool but nothing really happened... I do not think it is a good tool at all, to be honest... Did someone have the same issue as me I am in the Christchurch-Highcliffe area BH23. My contracttual speed is 21Mbps mini and I have 2.7... while usually I have 27.... Thanks

Re: since 3 days broadband slow and intermittent drop

Keith_Beddoe — Mon, 17 Aug 2020 09:20:14 GMT

@dcayla

Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.

You may find that you have no dial tone.

Re: since 3 days broadband slow and intermittent drop

imjolly — Mon, 17 Aug 2020 09:25:41 GMT

post the hub stats advanced settings then technical log information

Re: since 3 days broadband slow and intermittent drop

dcayla — Mon, 17 Aug 2020 09:55:50 GMT

Hi, yes there is a noise like a radio scratch noise 😕

Re: since 3 days broadband slow and intermittent drop

Keith_Beddoe — Mon, 17 Aug 2020 10:03:52 GMT

@dcayla wrote:

Hi, yes there is a noise like a radio scratch noise 😕

You need to report it as a noisy phone line.

Do not mention the broadband problem, otherwise it will end up in the wrong fault queue, and take much longer to be fixed. There are plenty of people who can fix phone faults, but not as many broadband people.

Once the phone fault is fixed, then the broadband will get better.

Its best to check with a phone plugged into the test socket, just to make sure that the noise is external, and not something within your own internal wiring.

If your line comes from a telephone pole, then this is most likely the cause of the problem if water has got into the box at the top.

Re: since 3 days broadband slow and intermittent drop

dcayla — Mon, 17 Aug 2020 10:03:41 GMT

Where can I find the hub stat ? I found the log as it is clearly stated on the advanced setting page.
i cannot send them at the moment as my hub keep resetting...

Re: since 3 days broadband slow and intermittent drop

pippincp — Mon, 17 Aug 2020 11:16:18 GMT

Advanced settings/technical log/information.