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Aspiring Contributor
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Message 1 of 21

Appallingly slow broadband 0.5mbps

We are in a rural area and accept our broadband will be poor however over the last couple of months it is almost unusable.

Been through all the stuff accessible through the mybt, after running a speed test it never gives any results just says my connection looks "great". Some weeks ago after complaining of 0.5mbps speeds an "engineer" was sent, coincidentally two hours before he came our broadband started running at 3mbps and everything was pronounced fixed! After a week it was back down again and has remained at 0.5 ish ever since.

The home hub will only connect at 1.150mbps, it always does this. Previously we used to get 2-3mbps, I have it anecdotally that there is not sufficient capacity on the cabinet and whenever anyone complains they are just switched up for a bit until someone else complains and then they are switched up at the expense of the first person.

How can I get a better service than this, ideally the one we are already paying for??

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Distinguished Sage
Distinguished Sage
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Message 2 of 21

Re: Appallingly slow broadband 0.5mbps

welcome to the BT community forum where customers help customers and only BT employees are the forum mods

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

 

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



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Aspiring Contributor
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Message 3 of 21

Re: Appallingly slow broadband 0.5mbps

Cant do a quiet line test as don't have a plug in phone, these are the stats off the home hub:

1. Product name: BT Home Hub

2. Serial number: +068543+NQ61525827

3. Firmware version: Software version 4.7.5.1.83.8.264 (Type A) Last updated 10/01/20

4. Board version: BT Hub 5A

5. DSL uptime: 0 days, 04:15:37

6. Data rate: 1062 / 1150

7. Maximum data rate: 1058 / 4268

8. Noise margin: 6.2 / 7.3

9. Line attenuation: 27.9 / 52.0

10. Signal attenuation: 27.8 / 49.6

11. Data sent/received: 36.6 MB / 271.3 MB

12. Broadband username: bthomehub@btbroadband.com

13. BT Wi-fi: Yes

14. 2.4 GHz Wireless network/SSID: BTHub5-T638

15. 2.4 GHz Wireless connections: Enabled (802.11 b/g/n (up to 144 Mb/s))

16. 2.4 GHz Wireless security: WPA2

17. 2.4 GHz Wireless channel: Automatic (Smart Wireless)

18. 5 GHz Wireless network/SSID: BTHub5-T638

19. 5 GHz Wireless connections: Enabled (802.11 a/n/ac (up to 1300 Mb/s))

20. 5 GHz Wireless security: WPA2

21. 5 GHz Wireless channel: Automatic (Smart Wireless)

22. Firewall: Default

23. MAC Address: 90:72:82:a3:43:94

24. VPI/VCI: 0 / 38

25. Modulation: G.992.5 Annex A

26. Latency type: Interleaved

27. Software variant: AA

28. Boot loader: 1.0.0

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Distinguished Sage
Distinguished Sage
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Message 4 of 21

Re: Appallingly slow broadband 0.5mbps

Connection time is only 4hrs is that due to router dropping connection or manual reset or a combination of both

your connctionis in a banded profile probably due to an unstable connection and will not improve until you can find the problem and get a stable line again

the most basic check if for noise on your phone line and that is most likely cause of your problems. You really need to get or borrow a phone to check your line. You can get a cheap corded phone for about £10 at argos



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Distinguished Sage
Distinguished Sage
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Message 5 of 21

Re: Appallingly slow broadband 0.5mbps


@darylf wrote:

 

The home hub will only connect at 1.150mbps, it always does this. Previously we used to get 2-3mbps, I have it anecdotally that there is not sufficient capacity on the cabinet and whenever anyone complains they are just switched up for a bit until someone else complains and then they are switched up at the expense of the first person.

 


Absolute nonsense. ADSL doesn't come from the cabinet in any case, it comes from the exchange. There is no facility in either the exchange or cabinet to increase the speed of one customer at the expense of another.

As @imjolly  says, you need to get the line fixed.

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Aspiring Contributor
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Message 6 of 21

Re: Appallingly slow broadband 0.5mbps

No it was re booted today, until then had been up for fifteen days at that connection rate, and every previous reboot had produced a connection rate of 1.150

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Aspiring Contributor
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Message 7 of 21

Re: Appallingly slow broadband 0.5mbps

This is why I said anecdotally, being rude to me is not that helpful really, as previously stated I have tried in vain to "get the line fixed". Might be more helpful if you said what it was you thought needed fixing!

 

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Aspiring Contributor
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Message 8 of 21

Re: Appallingly slow broadband 0.5mbps

I have phone coming tomorrow so I will be able to check the noise then.

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Aspiring Contributor
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Message 9 of 21

Re: Appallingly slow broadband 0.5mbps

This hasn't formatted correctly but this was the result from the availability checker:
 
Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install ProcessFTTP on Demand
33030--Available--
ADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) ADSL Availability Date WBC SOADSL Availability Date Left in JumperWBC ADSL 2+WBC ADSL2+ Annex MADSL MaxWBC Fixed RateFixed Rate
Up to 6--5 to 7AvailableAvailable--
Up to 6Up to 0.55 to 7AvailableAvailable--
Up to 6--5 to 7AvailableAvailable--
--------Available--
1----Available----
Observed Speeds ADSLMax Observed Downstream SpeedMax Observed Upstream SpeedObserved Date
1.15
1.06
2020-07-03
Other Offerings Availability DateADSL Multicast
Available
Premise Environment StatusBridge TapVRINTE FacePlateLast Test Date
U
N
N
28-07-2020

 

 

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Distinguished Sage
Distinguished Sage
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Message 10 of 21

Re: Appallingly slow broadband 0.5mbps

you are in a banded profile so even if your hub was  dropping connection often then you would still see the same speed so that is no indication of stable connection

Banding normally releases on adsl2 line after about 7/10 days stable connection suggesting your line in not stable

look forward to quiet line test result



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