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BT Fibre 1 - Big slowdown but not quite at minimum service level - ARRG

Managerxxx — Fri, 04 Dec 2020 19:55:54 GMT

I have a BT Fibre 1 connection that has recently slowed down from 44Mbps to 29Mbps (and this was confirmed during a call with support this morning) but because the line hasn't hit the contracted minimum of 27Mbps they can't/won't do anything. Clearly this is already a big drop and is inevitably causing issues so what options do I have? The reduction appears to have coincided with some recent maintenance/local fault that impacted a large number of residents.

All tests have been performed using a cabled connection to my own router (which hasn't changed for 4 years) as BT could see the drop it feels like the 're-learning' process needs to be kicked off but the support engineer was unable to do this as I hadn't hit the 'contractual threshold'

Thanks in advance!

Ian

Re: BT Fibre 1 - Big slowdown but not quite at minimum service level - ARRG

imjolly — Fri, 04 Dec 2020 20:00:06 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: BT Fibre 1 - Big slowdown but not quite at minimum service level - ARRG

Managerxxx — Fri, 04 Dec 2020 20:32:26 GMT

Thanks for the quick reply. The quiet-line test was clear and unfortunately I'm using a D6400 Netgear router/modem.

The diagnostics came back with this which corresponds with what the support engineer referred to earlier (i..e 35Mbps as opposed to my 29Mbps)

Regards

Re: BT Fibre 1 - Big slowdown but not quite at minimum service level - ARRG

imjolly — Fri, 04 Dec 2020 20:42:23 GMT

Can you post connection stats from your netgear as you don't use hub

Re: BT Fibre 1 - Big slowdown but not quite at minimum service level - ARRG

Managerxxx — Fri, 04 Dec 2020 20:56:59 GMT

Hopefully this helps:

Thanks again!

Re: BT Fibre 1 - Big slowdown but not quite at minimum service level - ARRG

imjolly — Fri, 04 Dec 2020 21:20:43 GMT

Connection time looks very short at 13hrs are you having problems with connection dropping or have you been manually resetting trying to improve speed or maybe both

as you posted as your connection is well within expected range BT are not going to help. If you can get a stable connection then DLM should reduce noise margin and improve speed. However this could take a few weeks but line must be stable

Re: BT Fibre 1 - Big slowdown but not quite at minimum service level - ARRG

Managerxxx — Sat, 05 Dec 2020 08:56:07 GMT

Yes I did bounce the router in the hope of something magical happening but I guess I may have made things worse from reading the posts in this forum.

I appreciate the that the DLM appears to be a black box but is there any guidelines as to how long I'd need to wait to restore the previous levels of service and what I should do in the future in the event that I need to restart the router (without impacting the line speed)?

Regards

Re: BT Fibre 1 - Big slowdown but not quite at minimum service level - ARRG

imjolly — Sat, 05 Dec 2020 09:56:51 GMT

if you have read many posts on forum you will see there is no set timescale for DLM to bring your speed back to previous level - could be few weeks or months

there is a function in hub manager that allows you to soft restart hub which will not cause any problems