This topic

Why have BT lowered my maximum download speed drastically?

MrBlueSky266 — Sun, 10 Jan 2021 00:56:25 GMT

I am on Fibre 1 with Complete, which usually got me about 40mb. Over the last couple of weeks, my broadband won't go over 10mb, assumed it was yet another fault as it's a regular occurrence with their terrible broadband up in Manchester. An engineer comes to check it "externally" couldn't find a fault, said I'd need to book another appointment so he can come in and look as I wasn't in that day. But I've noticed the speedtests are very consistently 9.X - 10mb max. When I do a speedtest on the app or check for a fault it doesn't detect any. So I go to the BT app and click on "change package" there's only one it lets me click which is the same

"Fibre1 with Complete Wi-FiMb - 10MbDownload speed range £34.99 per month"

9-10MB?!?!? What is happening?! I am 99% sure that I've been somehow lumbered into this speed. NOT what I signed up for a few months ago and I am paying £35. Can anyone else think what the issue is?!

Re: Why have BT lowered my maximum download speed drastically?

imjolly — Sun, 10 Jan 2021 10:04:37 GMT

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

can you try and see what speed you get using ethernet https://fast.com/

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: Why have BT lowered my maximum download speed drastically?

MrBlueSky266 — Sun, 10 Jan 2021 10:45:49 GMT

are these screenshots helpful? I don't have a landline so cannot do the test you suggested. I get the same speeds on wired speed test too.

Re: Why have BT lowered my maximum download speed drastically?

iniltous — Sun, 10 Jan 2021 11:40:01 GMT

You need to provide the advanced router statistics, also, not having a landline phone means you are unable to perform the most basic quiet line test ( if the line is noisy it will affect broadband ).

The basic info you have provided indicates a problem, the next thing to do is ‘prove’ if the problem is outside ( so Openreach needed to fix ) or something inside your home, that isn’t Openreach’s responsibility

Re: Why have BT lowered my maximum download speed drastically?

MrBlueSky266 — Sun, 10 Jan 2021 11:41:14 GMT

Where in the advanced settings? It can't be an internal issue. My router is in the same spot as always and the several times engineers have had to visit, they have never said it is silvering m something internally affecting it

Re: Why have BT lowered my maximum download speed drastically?

MrBlueSky266 — Sun, 10 Jan 2021 12:13:00 GMT

Ignore "silvering" didn't mean to add that.

Re: Why have BT lowered my maximum download speed drastically?

iniltous — Sun, 10 Jan 2021 12:20:51 GMT

Although unlikely, it’s always best to eliminate any potential internal issues, that why its required to test at the master socket test port ( this eliminates any internal wiring issues ) , if there is only one socket in the house and that’s the master then perhaps it’s less important, but I know of an instance where someone used an extension socket for their broadband, they were of the opinion that as it was previously OK and nothing had changed , it cannot be ‘internal’ , however the extension cable had been run under a carpet across a door threshold, and years of people effectively walking on this cable had resulted in the fault , for the few seconds needed to expose the test port and plug the phone/router in there I would suggest is worthwhile.

Someone may be along to indicate how to get to the advanced settings ....your current performance is well below what even an ‘impacted’ line to your address is predicted to deliver , so it’s clear there is an issue, however if you have previously had engineer visits you would hope that any ‘internal’ issues have already been eliminated.

BT don’t lower your speed, the FTTC system employs dynamic line management, basically if the line has ‘issues’ it lowers the speed for the sake of stability....unfortunately sometimes , if the fault is cleared it can take a while before the line speed is restored to previous levels, if the fault is still present then obviously the speed you are currently getting will remain until the fault is cleared...hence the ‘need’ to check for noise....if the noise is intermittent ( only when it’s raining for example ) quite often you need to keep reporting it, as the engineer on the initial visits may be inclined to say it was OK when they checked and that could be because it wasn’t raining at the time

Re: Why have BT lowered my maximum download speed drastically?

MrBlueSky266 — Sun, 10 Jan 2021 12:17:26 GMT

Yeah I have just one master socket and not using extensions. It's more the annoyance how often I have issues with BT, I've had at least 4 engineer visits.

Re: Why have BT lowered my maximum download speed drastically?

imjolly — Sun, 10 Jan 2021 12:26:39 GMT

@MrBlueSky266

as I posted in initial post the stats to post are in hub manager then advanced setting then technical log information (not the actual logs)

which master do you have

do you have extension sockets even if they are not in use?

any chance you can borrow a phone as most common cause of problems is noise on the phone line

Re: Why have BT lowered my maximum download speed drastically?

MrBlueSky266 — Sun, 10 Jan 2021 12:36:26 GMT

Hi, it's socket 2. I've tried both strategies where you remove the little plastic casing and plug it directly to the port. I'm not sure what you mean by extensions. Everything is connected directly, the internet is plugged into a wall socket. I do not have access to a landline unfortunately.

Re: Why have BT lowered my maximum download speed drastically?

MrBlueSky266 — Sun, 10 Jan 2021 12:37:33 GMT

Sorry forgot to add screenshots

Re: Why have BT lowered my maximum download speed drastically?

imjolly — Sun, 10 Jan 2021 12:40:52 GMT

extension sockets - other phone sockets in your home

can you post the stats please now done

have you changed the filter?

Re: Why have BT lowered my maximum download speed drastically?

MrBlueSky266 — Sun, 10 Jan 2021 12:41:09 GMT

No other phone sockets. I posted the screenshots in a different reply.

Re: Why have BT lowered my maximum download speed drastically?

imjolly — Sun, 10 Jan 2021 12:42:12 GMT

your connection time is only 11min have you been having problems with your internet connection dropping or maybe manual resets trying to get speed back?

Re: Why have BT lowered my maximum download speed drastically?

Keith_Beddoe — Sun, 10 Jan 2021 12:45:01 GMT

@MrBlueSky266

Looks like one wire of your phone line has become disconnected. The only way to prove that, is by plugging in a phone to see if you get dial tone.

Re: Why have BT lowered my maximum download speed drastically?

MrBlueSky266 — Sun, 10 Jan 2021 12:47:36 GMT

No I'm not having obvious issues today except it still being stuck on 10mb. I switched the router off in error before trying to get to my phone charger.

Re: Why have BT lowered my maximum download speed drastically?

MrBlueSky266 — Sun, 10 Jan 2021 12:48:38 GMT

I don't have or have access to a phone unfortunately

Re: Why have BT lowered my maximum download speed drastically?

Keith_Beddoe — Sun, 10 Jan 2021 12:52:06 GMT

@MrBlueSky266 wrote:

I don't have or have access to a phone unfortunately

Then you are stuck, unless you can get hold of a cheap wired one (less than £10). A wired phone is essential for broadband fault finding.

Sometimes the BT landline test can detect a disconnected wire. Have you run the line test yet, via MyBT? If you use the landline option, it will run a line test for you.

https://www.bt.com/help/report-and-track-your-bt-problem

Re: Why have BT lowered my maximum download speed drastically?

MrBlueSky266 — Sun, 10 Jan 2021 12:54:57 GMT

Hardly anyone has a landline these days, that can't be a solution

Re: Why have BT lowered my maximum download speed drastically?

Keith_Beddoe — Sun, 10 Jan 2021 13:05:56 GMT

@MrBlueSky266 wrote:

Hardly anyone has a landline these days, that can't be a solution

Everyone has a landline, but not as many use it these days.

The phone line has to work, otherwise broadband will not work properly. Unless you have access to a voltmeter, and can check for 50V DC across your phone line coming in, there is no other way.

Speed dropping by half, is normally caused by one wire of the phone line disconnected, usually somewhere on the external network.

Run the line test as I have advised, and see what it says.