This topic

Broadband Problem

DawidM1 — Thu, 28 Jan 2021 19:46:38 GMT

Hello,

I've got a problem with a broadband for past few days. My download speed is 8.0mbs which should be 35-50 Mbps with a minimum of 29mbps. I've tried to reset a router, factory reset, Quiet Call and still nothing. I've had these problems already a few times and I am already tired of wasting my time and money for a broadband speed like that. Please somebody help me with this because contacting BT through phone is useless (wasted 3 hours already)

Re: Broadband Problem

Keith_Beddoe — Thu, 28 Jan 2021 19:27:38 GMT

@DawidM1

Are you sure that you are getting dial tone on your line, as it looks like one wire may be disconnected?

What does your master phone socket look like?

Re: Broadband Problem

licquorice — Thu, 28 Jan 2021 19:28:24 GMT

If you get the same results when you plug the router into the test socket behind the removable faceplate of the master socket, there is nothing else to be done except report the fault and get an engineer visit.

Re: Broadband Problem

imjolly — Thu, 28 Jan 2021 19:30:31 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 using the test socket with a filter and see if that helps as connection speed is low

Which master do your have

Someone may then be able to offer help/assistance/suggestions to your problem

Re: Broadband Problem

licquorice — Thu, 28 Jan 2021 19:31:04 GMT

@Keith_Beddoe wrote:

@DawidM1

Are you sure that you are getting dial tone on your line, as it looks like one wire may be disconnected?

I must admit that was my first thought and was surprised the OP said quiet line test was OK.

Re: Broadband Problem

DawidM1 — Thu, 28 Jan 2021 19:38:52 GMT

Yea I am sure it is working I've just done the test again and I've tried the test socket now results are the same except upload which is 3.6mbs now instead of 500kb. My master socket is number 2 from the photos

Re: Broadband Problem

licquorice — Thu, 28 Jan 2021 19:38:41 GMT

Can you post the full stats from Advanced > Technical Log > Information

Re: Broadband Problem

Keith_Beddoe — Thu, 28 Jan 2021 19:44:06 GMT

Very high downstream noise margin 24.8dB.

Too many restarts or disconnections?

Re: Broadband Problem

imjolly — Thu, 28 Jan 2021 19:39:30 GMT

Sorry but that is not the hub stats requested

have you tried using test socket with filter

Re: Broadband Problem

DawidM1 — Thu, 28 Jan 2021 19:42:58 GMT

Sorry I've just edited the post on the top but I will post it again and yes, I am using the filter as well

Re: Broadband Problem

Les-Gibson — Thu, 28 Jan 2021 19:44:11 GMT

Your email address is as plain as day on the 1st picture on your first post, you may wish to edit it out

Re: Broadband Problem

imjolly — Thu, 28 Jan 2021 20:01:06 GMT

Your connection speeds up/down are really poor. Are you able to take front of the master and use a new filter and connect hub and repost stats please. When in test socket can you check again for dial tone and any line noise

Re: Broadband Problem

DawidM1 — Thu, 28 Jan 2021 20:28:43 GMT

These are the stats with a new filter and done quiet test in a test socket, still no sound at all

Re: Broadband Problem

Keith_Beddoe — Thu, 28 Jan 2021 20:40:45 GMT

@DawidM1

The very high downstream margin means that you are stuck in a banded profile, and DLM (Dynamic Line Management) has detected an issue with your connection, and reduced your actual speed from 42Mbs to 8Mbs.

This can also be caused by you either disconnecting, turning off, or restarting the home hub. This is seen as a fault. It must be left on 24/7.

You must now leave it connected all of the time, no disconnections, power offs, or restarts, and eventually your speed will recover, but its likely to take a few weeks.

Re: Broadband Problem

DawidM1 — Thu, 28 Jan 2021 20:55:29 GMT

Well I suppose it is the problem then, I've restarted it 2 times and turned it off few days ago. I suppose the only thing I can do now is just to wait then. Thanks you very much for help and I think it is "Solved" now

Re: Broadband Problem

imjolly — Thu, 28 Jan 2021 21:03:04 GMT

If all you have done is a couple of resets the I don't think it is a banded profile especially so low but more like a line problem. When you are connected to test socket are you using an extension cable to connect the hub to test socket? If you have phone extension sockets in other rooms can you check that they do not have a dial tone when you are connected to test socket

Re: Broadband Problem

DawidM1 — Thu, 28 Jan 2021 21:10:43 GMT

No, I do not use an extension cable to connect to test socket. I do not have any more phone extension sockets, I have only one

Re: Broadband Problem

NeilO — Fri, 29 Jan 2021 08:49:48 GMT

Hi @DawidM1 I'm really sorry to see you're experiencing issues with your broadband speed, have you managed to speak with the faults team about this as it does look like a problem with the line?

Thanks

Neil

Re: Broadband Problem

DawidM1 — Fri, 29 Jan 2021 14:53:07 GMT

I've noticed them and they seem to found some problem on the line and the engineer is supposed to come in tomorrow and take a look what is wrong.