This topic

Line 'Upgraded' but download speed has been lowered and is almost unusable now

Traumatic — Mon, 21 Dec 2020 11:01:54 GMT

Hello! Hoping you can help.

My line was 'upgraded' but the download speed has been lowered, it's almost unusable now!

The download speed used to be 6.5 Meg with 500 KB upload, but since the line has been upgraded, the download speed is now 2.3 Meg with 1.1 Meg upload.

Can somebody please help to try and get the upload speed lowered back to what it was, so the download speed can be increased to what it used to be. As 2.3 Meg download is not usable at all

I tried ringing up, but haven't managed to get anywhere. Hoping someone can help

Thank you

Re: Line 'Upgraded' but download speed has been lowered and is almost unusable now

Keith_Beddoe — Mon, 21 Dec 2020 11:12:20 GMT

@Traumatic

What do you mean you were upgraded, as you cannot upgrade an ADSL connection?

Did you upgrade to "fibre" 1? If you did, its quite possibly you could get a slower speed.

Enter your phone number into this form and display the results here, but edit out your phone number before you post the results.

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

Re: Line 'Upgraded' but download speed has been lowered and is almost unusable now

Traumatic — Mon, 21 Dec 2020 11:24:32 GMT

We were sent an email by BT saying our line has been upgraded. We never requested any upgrade.

Here're the details from the link

Do you need any stats from the Modem?

Re: Line 'Upgraded' but download speed has been lowered and is almost unusable now

Keith_Beddoe — Mon, 21 Dec 2020 11:35:52 GMT

You are still on ADSL, if you had been on fibre 1 , your speed would be non-existent.

It shows your connection as 6.56mbs on 20th Jan this year.

Can you please provide the connection information from your home hub?

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

Re: Line 'Upgraded' but download speed has been lowered and is almost unusable now

Traumatic — Tue, 22 Dec 2020 09:22:07 GMT

There’s no noise on the line.

Have attached a picture of the hub details.

Are these the details you need?

We do have another line that didn’t get upgraded and the stats for that are below

Thanks

Re: Line 'Upgraded' but download speed has been lowered and is almost unusable now

imjolly — Tue, 22 Dec 2020 09:45:25 GMT

can you post the full stats page from technical log information

sure you only moved to adsl2 not vdsl?

Re: Line 'Upgraded' but download speed has been lowered and is almost unusable now

Traumatic — Tue, 22 Dec 2020 12:01:39 GMT

We were never advised what we were being upgraded to. Here’s the full stats

Product code:Smart Hub 2

Serial number:+091301+1947000639

Firmware version:v0.21.03.07094-BT

Firmware updated:Wed Oct 28 10:16:14 2020

Board version:R01

GUI version:1.56 15_02_2019

DSL uptime:6 days,22 Hours33 Mins09 Secs

Data rate:800 Kbps / 2.696 Mbps

Maximum data rate:1.130 Mbps / 3.832 Mbps

Noise margin:13.6 / 7.3

Line attenuation:22.3 / 46.8

Signal attenuation:22.3 / 47.1

VLAN id:101

Upstream error control:Off

Downstream error control:Off

Data sent / received:2.3 GB Uploaded / 13.4 GB Downloaded

Broadband username:bthomehub@btbroadband.com

BT Wi-fi:Activated

2.4 GHz wireless network name:BT-WRACCT

2.4 GHz wireless channel:Smart (Channel6)

5 GHz wireless network name:BT-WRACCT

5 GHz wireless channel:Smart (Channel36)

Re: Line 'Upgraded' but download speed has been lowered and is almost unusable now

Traumatic — Tue, 22 Dec 2020 12:04:57 GMT

on this page it says this. But whenever I’ve rung up BT they say I’m not on Fibre!

Re: Line 'Upgraded' but download speed has been lowered and is almost unusable now

imjolly — Tue, 22 Dec 2020 12:18:43 GMT

I would say you have been moved to Fibre 1 with stats showing connection type - fibre broadband vdsl and also showing VLAN id 101

that would explain the lower speed

Re: Line 'Upgraded' but download speed has been lowered and is almost unusable now

Keith_Beddoe — Tue, 22 Dec 2020 12:27:17 GMT

@Traumatic

In your case, its a downgrade, as you are too far away from the cabinet for Fibre 1. I do not think customer services bother to check, before offering free upgrades. It always a good idea to check before accepting an "upgrade".

There is nothing you can do about it, as I do not think BT will put you back onto an ADSL connection.

Re: Line 'Upgraded' but download speed has been lowered and is almost unusable now

Traumatic — Tue, 22 Dec 2020 12:36:08 GMT

We were sent an email saying we were being upgraded. Is there nothing that the mods can help to get us downgraded? As I don’t see how this is fair at all.

Re: Line 'Upgraded' but download speed has been lowered and is almost unusable now

imjolly — Tue, 22 Dec 2020 13:09:50 GMT

I have asked mods to see if there is anything they can do to get you back to adsl2. They will post here but no sure if there is anything

Re: Line 'Upgraded' but download speed has been lowered and is almost unusable now

StuartH — Tue, 22 Dec 2020 14:16:26 GMT

HI Traumatic

I have sent you a private message to ask for some more information so we can take a look at this for you.

Thanks

Stuart

Re: Line 'Upgraded' but download speed has been lowered and is almost unusable now

Traumatic — Wed, 23 Dec 2020 14:18:19 GMT

Thanks Stuart.

Our other faster line Is now experiencing FEC errors of around 2,000-4,000 per two seconds.

Can this be looked into as well? As pages are very slow at loading

Thanks

Re: Line 'Upgraded' but download speed has been lowered and is almost unusable now

imjolly — Wed, 23 Dec 2020 14:23:09 GMT

Have you check the second line for line noise by doing quite line test?

Re: Line 'Upgraded' but download speed has been lowered and is almost unusable now

Traumatic — Wed, 23 Dec 2020 17:12:19 GMT

There’s no crackling or hissing, just a very faint fuzz.

here’s the stats a few hours later

Re: Line 'Upgraded' but download speed has been lowered and is almost unusable now

imjolly — Wed, 23 Dec 2020 17:34:03 GMT

any noise on quiet line test is a problem and if you have 'faint fuzz' then before reporting line problem I would redo the quiet line test but using a filter in the test socket. If still there then report a phone fault to 151 if it disappears then problem either with master faceplate or internal wiring

Re: Line 'Upgraded' but download speed has been lowered and is almost unusable now

Traumatic — Wed, 30 Dec 2020 19:38:25 GMT

Do you know when the mods are back to work? As I replied to their message on the 24th, but I’m yet to hear back from them

Re: Line 'Upgraded' but download speed has been lowered and is almost unusable now

imjolly — Wed, 30 Dec 2020 19:50:42 GMT

There are mods working but Inthink reduced number. Unlikely anything happen until start of the new year

Re: Line 'Upgraded' but download speed has been lowered and is almost unusable now

NeilO — Wed, 30 Dec 2020 20:21:39 GMT

Hi @Traumatic, we hope to get back to you tomorrow with an update.