ADSL BROADBAND CONNECTION PROBLEMS

[judymeg]

Hi everybody, I have had BT broadband for 2 years now with minimal connection problems until last Thursday.  I could view web pages slowly but couldn't watch any videos on any of my devices.  My neighbour let me piggy back off her BT ADSL broadband and I could watch video content on Amazon Prime Video faultlessly even through brick walls.  I phoned BT who checked my line and couldn't find any faults and told me my Firestick is faulty, but I told them I could watch videos fine on it using my neighbour's WiFi and I couldn't watch videos on my phone or my laptop either.  They can't all have gone wrong on the same day!  After 4 hours on the phone and 4 different people the last person said he would send a new hub and book an appointment for an engineer to come here on Monday this week.

He arrived and did some tests and was getting good speeds like before it went wrong!  He did confirm that I had had some outages.  He did some tweaks with his laptop and I did see a bit of improvement for about 10 minutes after he'd gone and then it went back to buffering and freezing and being blurry and out of sync.  I have another Firestick in the lounge and I showed him the difference between my connection and my neighbour's.  He told me he thought my Firestick could be faulty!!!!  I now have two faulty Firesticks, a faulty phone and laptop.  It's ridiculous!  

I bought new RJ11 and RJ45 cables and I have just connected them to my router and the test socket and have taken a variety of speedtests with my supposedly faulty laptop.  Before last Thursday I was getting download speeds of 17 and 18 and I do match commentary for Andy Murray Tennis Fans and often I was told that I was quite a bit ahead of other people with my scores!  I have been very pleased with my service.

I did take some more photos that were all like the first one showing 0 download and 0 upload!  I've kept it plugged into the test socket in case it improves!  I took photos with the phone connected and without and it made no difference.  My landline is working perfectly.  Any ideas what I can do?

[iniltous]

Post the return for your phone number , or if on Digital Voice use your  address to see the predicted speed for your location .

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

Also post your router ‘advanced’ connection statistics to see what your actual connection speed is , finally was the tech that visited a BT Home ‘expert’ or an Openreach tech , the BT Home experts only check your internal setup etc , if there were an issue on the line or ADSL/FTTC equipment they cannot help with that .

[imjolly]

Have you tried a new filter?

[judymeg]

I've never used a filter.  I have a wall socket with a socket for the landline cable and one for the ADSL cable.  Both cables are plugged straight into their sockets.  It's worked fine for two years.  Do you think it would help to put a filter in the ADSL  set up?

[imjolly]

When you use the test socket there is no filter as that is in filtered faceplate

Try just connect filter to test socket and then hub connected to filter and no phone connection and see if connection improves

[judymeg]

I've photographed the results of what I should be getting and for the last two years I have been getting that.  I don't know how to do the second part of your reply.  I am 72 years old and not very technically savvy.  Any help would be great!  Sorry to be a pain in the **bleep**!

[imjolly]

@judymeg 

Please delete your phone number from dslchecker as this is public forum and may lead to lots of spam

according to dslchecker results your expected speed is 16.5mb but it shows that on 25/5/23 your connection speed wa far better at 21.44mb

[rbz5416]

I'm confused.

If you don't have an ADSL filter & don't know how to plug into the test socket, why is there an image of an ADSL filter plugged into the test socket in you first post?

Edit: There may be some confusion here as without quote's, it's hard to tell who you're replying to.

[iniltous]

As can be seen form the Checker return your line at the end of  July was actually performing better than predicted, TBH , at over 20Mb on an ADSL connection, you must be very close to the exchange.

The router stats would be helpful , but taking the speed test info , obviously something has happened between the end of July and now , to account for the speed reduction from 21MB to 9Mb.

The photo posted shows the master socket test port with an ADSL filter plugged into it , you should try another filter , but before that , plug the phone into the test port , dial 17070 and take the quiet line test , there should be no ‘noise’ ( crackle, pops , bangs etc ) if there is report your line noisy, if it’s quiet , then plug a wired device ( like a laptop ) into the new hub, and the hub plugged into a new filter in the test port and run a new speed test …but it would be better to see the router stats …( advanced settings )

https://www.bt.com/help/broadband/learn-about-broadband/learn-about-the-bt-hub-manager

[judymeg]

@rbz5416  sorry about the confusion over the filters.  I have tried 2 new microfilters in the test socket and 2 new RJ11 cables with little difference.

@iniltous  it was a BT Home Expert that called here last Monday and didn't really find anything wrong.  I did the quiet line test on my landline and it was completely silent.

I managed to get into the hub with my laptop and have taken some photos!  I don't know if these help at all!

Taken yesterday at 16.10Taken yesterday at 16.20