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New router not working and slow download speed

EML131927 — Fri, 23 Oct 2020 08:57:29 GMT

Hello,

First question from me, I have had problems for months/years with my internet connection, always worse when the weather is wet. My download speed is showing today at 3.92 upload speed 14.01. Spoke online to try and solve the problem, they said I needed a new router, it came yesterday and does not appear to work, goes blue then when I try to search for anything turns orange and goes off, so I am back to using the old one.

Buffering all the time when I am trying to watch football.

Don't feel I am getting a good service, done all the tests as stipulated, what next?

Any suggestions please?

Re: New router not working and slow download speed

imjolly — Fri, 23 Oct 2020 09:11:01 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: New router not working and slow download speed

EML131927 — Fri, 23 Oct 2020 09:20:29 GMT

Hi, Just done it, seemed fine to me.

Re: New router not working and slow download speed

imjolly — Fri, 23 Oct 2020 09:22:44 GMT

@EML131927 wrote:
Hi, Just done it, seemed fine to me.

what?

Re: New router not working and slow download speed

EML131927 — Fri, 23 Oct 2020 09:28:58 GMT

The quiet line test. How would I share the results from the other thing? I cannot copy and paste, I have taken a screen shot, but don't know how to put that on here.

Re: New router not working and slow download speed

imjolly — Fri, 23 Oct 2020 09:56:02 GMT

use the camera icon

Re: New router not working and slow download speed

EML131927 — Fri, 23 Oct 2020 10:20:09 GMT

I dont have a camera icon. But what that test said was 4.69 and 15

Re: New router not working and slow download speed

imjolly — Fri, 23 Oct 2020 10:35:45 GMT

when you select reply should be in 'body' just below 'subject' are you using pc/laptop or if mobile then desktop view