This topic

Please help - broadband speed lowered by 50%

Sstarling2015 — Fri, 29 Jan 2021 21:48:07 GMT

Evening

The last month or so we have had problems with our router disconnecting from our broadband a lot, right around the time I renewed my contract. Nothing changed on contract other than it was around £5 cheaper, speeds etc still the same. However when I go to my bt account and manage broadband I can see our current package which is what I expect to see!- stay fast guarantee of 53mb. Then if I go to the upgrade page it says my stay fast guarantee is 22 with a range of up to 27 - why does it say this is my package?! Subsequently the upgrade offers no higher speeds than 27. I haven’t had a low speed like this in 3 years with BT?! Checked my router speeds and yep basically it’s half of what it was Early December. By speed checker says there is no fault - sigh

Re: Please help - broadband speed lowered by 50%

Sstarling2015 — Fri, 29 Jan 2021 21:50:46 GMT

Re: Please help - broadband speed lowered by 50%

Keith_Beddoe — Fri, 29 Jan 2021 21:53:57 GMT

@Sstarling2015

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: Please help - broadband speed lowered by 50%

Sstarling2015 — Fri, 29 Jan 2021 21:56:36 GMT

Re: Please help - broadband speed lowered by 50%

Sstarling2015 — Fri, 29 Jan 2021 22:05:22 GMT

Sorry had to email it to myself as it was too large, can you actually see the info or too blurred?

Re: Please help - broadband speed lowered by 50%

imjolly — Fri, 29 Jan 2021 22:09:02 GMT

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

Re: Please help - broadband speed lowered by 50%

Sstarling2015 — Fri, 29 Jan 2021 22:23:07 GMT

Thank you for your reply is this is what is needed? Many thanks

Re: Please help - broadband speed lowered by 50%

Sstarling2015 — Fri, 29 Jan 2021 22:23:46 GMT

Re: Please help - broadband speed lowered by 50%

Sstarling2015 — Fri, 29 Jan 2021 22:26:39 GMT

Unfortunately I can not do a quiet line test as do not have a home phone connected. It’s all just baffling as it all seems to have happened when I renewed contract...but I absolutely didn’t downgrade, why would anyone, 4 kids at home home learning and myself working, if I hear whinging about the internet speed one more time I might throw the router in the bin 😂😂

Re: Please help - broadband speed lowered by 50%

Sstarling2015 — Fri, 29 Jan 2021 22:38:53 GMT

Re: Please help - broadband speed lowered by 50%

Sstarling2015 — Fri, 29 Jan 2021 23:32:12 GMT

Re: Please help - broadband speed lowered by 50%

pippincp — Sat, 30 Jan 2021 00:00:17 GMT

From your stats I would guess you have noise on the line and not a broadband problem. Hard to say when you have no phone to test with. You'll just have to call it in and hope they can detect it.

Re: Please help - broadband speed lowered by 50%

Sstarling2015 — Sat, 30 Jan 2021 00:13:05 GMT

Thank you for your speedy reply. I will see if I can borrow a landline phone from someone. I did try the landline fault check on by which obviously came back clear as did the broadband.

Just odd to have no problems all this time and got them all of a sudden. That said there’s always open reach trucks up at the cabinet everyday I drive past!

Re: Please help - broadband speed lowered by 50%

pippincp — Sat, 30 Jan 2021 00:25:18 GMT

The automatic line check doesn't always pick up noise that's why a cheap corded handset always comes in handy. You can pick one up for less than £10.

Re: Please help - broadband speed lowered by 50%

Sstarling2015 — Sat, 30 Jan 2021 15:50:48 GMT

Hiya

I tried the quiet line and there isn’t a single noise or crackle. Shocked if I’m honest as was hoping there would be a problem

Re: Please help - broadband speed lowered by 50%

imjolly — Sat, 30 Jan 2021 16:02:34 GMT

Your connection time is very low have you been having problems with connection dropping or have you been resetting hub to try and improve connection or maybe both?

have you tried using the test socket with a filter to see if that helps improve your low connection speed?

Re: Please help - broadband speed lowered by 50%

Sstarling2015 — Sat, 30 Jan 2021 16:13:35 GMT

Hiya

its been disconnecting to its own accord all last week. It keeps getting a purple light. It feels like our speed has been Downgraded since I renewed, even though I hsve the email when I renewed to say guaranteed 53 which is what we have had for last two years. Just confusing as when I go to upgrade page it states our package is completely different.

How do I find the test socket please? Thank you for your time

Re: Please help - broadband speed lowered by 50%

imjolly — Sat, 30 Jan 2021 16:19:10 GMT

Just unclip the front of the master and you can see the test socket. Then just connect a filter then your hub to filter and repost hub stats

Re: Please help - broadband speed lowered by 50%

Sstarling2015 — Sat, 30 Jan 2021 16:22:29 GMT

Thank you. I’ll have a go later when kids are in bed otherwise all hell will break loose. Thanks for the quick reply!

Re: Please help - broadband speed lowered by 50%

Sstarling2015 — Sun, 31 Jan 2021 08:53:56 GMT

Morning

I have plugged into master socket and wow look at the difference. What does this mean?