This topic

Poor speeds - am I capped?

Pburmy — Mon, 28 Sep 2020 11:48:23 GMT

I have had Bt for many many years. I am currently experiencing problems connecting to internet tv services, even with a home plug.
my daughter has loaned me her hub 6 instead of my hub 5 so she can look at the diagnostics and she’s concerned because I appear to be capped .
I’m paying for up to 38mbps but I’m only getting 20. This isn’t strong enough to offer me internet tv in the evenings when demand elsewhere is also high. Upstream is 7.36.
on the diagnostic page the max data rate shows as 7363/31706 but I don’t think form my speed checks that I’ve been getting anything like31mbps for months.
my phone line is quiet on the line test.

noise margins are 6/13.4 line attenuation 24.8. There is nothing in the diagnostic for signal attenuation (don’t know why not as my daughter has a figure recorded for that on her box).
Can anyone help me? I live on my own and in these Covid times my tv and internet is my only company and I rely on it heavily. It’s failing me. My contract is up for renewal on 19th October.

Re: Poor speeds - am I capped?

imjolly — Mon, 28 Sep 2020 11:50:37 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: Poor speeds - am I capped?

Pburmy — Mon, 28 Sep 2020 12:38:43 GMT

Hi... yes I’ve checked the line

with a quiet line test as above and I’ve also noted the info from the technical log

Re: Poor speeds - am I capped?

imjolly — Mon, 28 Sep 2020 12:38:54 GMT

need you to post the hub stats and the results of the dslchecker

you use the camera icon

Re: Poor speeds - am I capped?

Pburmy — Mon, 28 Sep 2020 12:39:59 GMT

I’ve only had this hub connected since yesterday afternoon and it hasn’t dropped out at all. Solid connection from the log.

Re: Poor speeds - am I capped?

imjolly — Mon, 28 Sep 2020 12:48:01 GMT

from the hub stats it certainly looks like all the problems with the previous hub dropping connection have resulted in your connection ending up in a banded profile trying to stabilise the line

you need to leave the new hub connected and see if it will improve the connection speed of currently 20mb to nearer your attainable speed

if your contract is due for renewal in october and you intend to renew then phone the options team and see what deal you can negotiate and try and get a new router as part of deal 0800800030

Re: Poor speeds - am I capped?

Pburmy — Mon, 28 Sep 2020 12:54:11 GMT

How long will it take for my line to be uncapped/ unbanded? I don’t want to renew any contract and incur higher costs (currently have halo so price fixed after end of contract and new contracts much higher) if 20mbps is the maximum I can get. I want to see some improvement first

Re: Poor speeds - am I capped?

busterboy1 — Mon, 28 Sep 2020 13:43:37 GMT

@Pburmy

How long will it take for my line to be uncapped/ unbanded?

_____________________________________________________________________________________________

FYI BT do not cap any packages choose what people say.

It's written in their terms for everyone to see and they would be liable should anyone take it further.

https://www.bt.com/help/broadband/bt-s-approach-to-broadband-traffic-management

Re: Poor speeds - am I capped?

imjolly — Mon, 28 Sep 2020 13:58:45 GMT

@busterboy1

the line is in a banded profile so in effect the down speed is capped due to an unstable connection

It could take a few weeks of no drops/resets in connection before DLM will possibly start to to improve the connection nearer attainable speed

https://community.plus.net/t5/Library/FTTC-DLM-What-it-is-How-it-works/ba-p/1322799

Re: Poor speeds - am I capped?

busterboy1 — Mon, 28 Sep 2020 14:02:37 GMT

@imjolly

What I meant to say is BT do not cap any users for unfair usage.

You are quite right about being capped due to ongoing problems "ie" unstable lines though.

Re: Poor speeds - am I capped?

Pburmy — Mon, 28 Sep 2020 18:04:45 GMT

Open reach do band profiles if they think there is instability on the line (which is in effect a cap on speed so it doesn’t fall over)

Re: Poor speeds - am I capped?

pippincp — Mon, 28 Sep 2020 18:15:12 GMT

Openreach do not band profiles, they don't have to think of anything. DLM will do so automatically if there is line instability.

Re: Poor speeds - am I capped?

Pburmy — Sun, 04 Oct 2020 22:04:10 GMT

Ok the dlm then. All amounts to the sane thing.