This topic

BT have reduced my download speeds without informing me & still charging the same amount!

FarmerPalms — Sat, 07 May 2022 14:27:38 GMT

Afternoon everyone. I need help resolving the following issue; last year on BT halo 3, I had download speeds of 55mbps and months back I upgraded my VDSL faceplate and sorted the wiring & improved my speeds up to 65mbps. This was extremely good and I had a very stable connection.

However, over the last few weeks and months I’ve noticed the Wi-Fi deteriorating and on the sly BT have changed our package so our speed guarantee is only 37mbps, yet Halo 3 has max speeds of up to 80mbps. Therefore, I need answers as to why they have limited my internet as I now only get 45mbps at best and much worse normally. Which is terrible considering I used to get nearly 70!!!! I’m not sure if I need a DSL line reset as others have said that hasn’t worked but I need something because for BT to still charge us for a worse package and limit our download speed is outrageous.

Please respond as best you can. I’m only 20 and extremely competent with the Wi-Fi system and how everything works, including the exchange and to the cabinet. Thankyou.

Re: BT have reduced my download speeds without informing me & still charging the same amount!

TimCurtis — Sat, 07 May 2022 16:38:06 GMT

@FarmerPalms

You need to provide the connection stats from the HomeHub which will enable members here to help you.

Also have you tried a quiet line test using - preferably - a corded phone and dialling 17070 , option 2. You should not hear any noise at all and if you do report it as a phone line fault. Ideally this should be tested with the phone plugged into the test socket of your master socket.

Also post the results from the BT Broadband Availability Checker here.

Re: BT have reduced my download speeds without informing me & still charging the same amount!

FarmerPalms — Sat, 07 May 2022 18:35:29 GMT

Hello thanks for the rapid reply! I have supplied the information you have asked for, I have checked these pages many a time and to me it seems as though my download and upload speeds should be much higher. We are not far from the exchange nor the street cabinet.

undortunately I do not have a corded phone to do a line test. I will see if there’s another way to test the line, thank you.

Re: BT have reduced my download speeds without informing me & still charging the same amount!

FarmerPalms — Sat, 07 May 2022 19:29:39 GMT

Re: BT have reduced my download speeds without informing me & still charging the same amount!

pippincp — Sat, 07 May 2022 19:13:58 GMT

Use a free online jpeg optimiser such as this one. http://jpeg-optimizer.com/

Re: BT have reduced my download speeds without informing me & still charging the same amount!

licquorice — Sat, 07 May 2022 19:20:19 GMT

You would have thought a 20 year old it expert would know how to reduce a screenshot.

Re: BT have reduced my download speeds without informing me & still charging the same amount!

FarmerPalms — Sat, 07 May 2022 19:24:54 GMT

And I’d have thought you’d know how to make a better joke than that. 🤣 If I reduce the resolution it will probably become unreadable but hey ho. Thought a website like BT would be able to accept modern day image sizes. 🥱

Re: BT have reduced my download speeds without informing me & still charging the same amount!

licquorice — Sat, 07 May 2022 19:32:02 GMT

A screenshot taken on a PC and saved as a jpeg works just fine without having to do anything.

Re: BT have reduced my download speeds without informing me & still charging the same amount!

FarmerPalms — Sat, 07 May 2022 19:38:31 GMT

Can you read those? I’m sending from my iPhone because it’s a lot easier than running up the old PC. But if I have to, I will.

Re: BT have reduced my download speeds without informing me & still charging the same amount!

licquorice — Sat, 07 May 2022 19:43:20 GMT

Yep, can read that just fine. DLM has banded your connection due to instability. Have you been rebooting your hub in an attempt to improve your speed?

The full stats from advanced settings> technical log > information will confirm noise margin

Re: BT have reduced my download speeds without informing me & still charging the same amount!

FarmerPalms — Sat, 07 May 2022 19:43:39 GMT

The last day or two yes because I bought some new whole home discs and that. Otherwise I haven’t no. Especially not in the last few months. Connection was always very stable so I’m unsure why we’ve been banded or how to remove the band. Thanks

Re: BT have reduced my download speeds without informing me & still charging the same amount!

FarmerPalms — Sat, 07 May 2022 19:46:09 GMT

Noise margin:6.1 / 6.3
Line attenuation:8.5 / 18.0
Signal attenuation:8.5 / 19.7

Re: BT have reduced my download speeds without informing me & still charging the same amount!

pippincp — Sat, 07 May 2022 21:36:21 GMT

Are you on an ECI cab or an Huawei? We can't tell as you've removed the exchange and cab number from the checker result (and yes, it does make a difference).

Also you've posted the status page which gives limited info. Go to Advanced settings/information/technical log.

Re: BT have reduced my download speeds without informing me & still charging the same amount!

FarmerPalms — Sat, 07 May 2022 21:38:34 GMT

I am on a Huawei I remember from looking previously. Post code is IP27 if you want to check. Additionally, I will post the other pages shortly just annoying having to compress etc, I will post in a few minutes thanks for your help.

Re: BT have reduced my download speeds without informing me & still charging the same amount!

FarmerPalms — Sat, 07 May 2022 21:57:12 GMT

Here you go. Thankyou for your help.

Re: BT have reduced my download speeds without informing me & still charging the same amount!

pippincp — Sat, 07 May 2022 22:00:48 GMT

If you are on an Huawei cab then your noise margin is not what I would expect it to be. If ECI then yes.

I've well over 100 images uploaded here, never once have I had to optimise them. They have always been crisp and clear and easily readable.

Then again I don't use Apple products.

Re: BT have reduced my download speeds without informing me & still charging the same amount!

FarmerPalms — Sat, 07 May 2022 22:03:08 GMT

Yeah I know, Apple is **bleep** for things like this. Can you read them? If not let me know and tomorrow when I’m home I’ll send you the information from my computer. Thankyou. Also does the noise margin seem alarming? I think I need an openreach engineer out to have a look at the issue tbh. I’m not sure though.

Re: BT have reduced my download speeds without informing me & still charging the same amount!

pippincp — Sat, 07 May 2022 22:09:02 GMT

Your uptime is only 2 1/2 hrs, is that a reset by you? If not it would appear DLM has taken action as your line is unstable.

If you have a copper connection and not digital voice try a quiet line test 17070 option 2, best with corded phone but you may get a dull background hum via cordless. Any noise trport a noisey line, not a broadband issue, once the line is sorted your broadband should return to the higher speeds incrementally over a couple of weeks as DLM sees the problem resolved.

Re: BT have reduced my download speeds without informing me & still charging the same amount!

FarmerPalms — Sat, 07 May 2022 22:11:21 GMT

I did not reset the hub within the last few hours at all. We have digital voice I’m afraid so I cannot perform a line test via the phone.

Re: BT have reduced my download speeds without informing me & still charging the same amount!

FarmerPalms — Sat, 07 May 2022 22:12:38 GMT

We have FTTC however the line to our house is copper. We are apparently getting FTTP within next few months however, no sign of it yet and if connection is unstable now I’d rather it was resolved before we get the full FTTP.