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Tom3dwards
Beginner
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Message 1 of 8

BT Changed My Estimated Speed & Actually Lowered Them

Hoping someone here is able to give me some advice on this. So me and my partner bought a new build house a year ago, took out the unlimited broadband package which was sold to us as 17Mb/s (obviously never expecting to fully get what they state). Once set up we were getting between 11-13Mb/s download speeds on average which we were happy with, up to 15 if we were lucky and down to about 8-10 at peak times. This has slowly got worse over the second half of last year, now we're down to 3-5Mb/s on average up to 7 at the very best and between 0.5-2 at peak times. So I opened a complaint online a week ago and my partner receieved a call today from customer services, the person on the other end basically said that there is nothing wrong with our broadband as we were getting 90% of our estimated speed. At which point we asked what it said our estimated speed was and he replied with 8Mb/s! We argued this saying when we took out the deal it was 17 and that we used to have much faster speeds, he basically implied that my partner was lying as there's no record of that on his side. Now after getting nowhere with customer services I checked through the original emails and found the order confirmation, in black and white states 17Mb/s!! How do I approach this now?

Cheers

Tom

 

 

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Distinguished Sage
Distinguished Sage
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Message 2 of 8

Re: BT Changed My Estimated Speed & Actually Lowered Them

Welcome to this user forum.

Please can you provide the connection speed, as described below.

 Router Stats
The information contained within your router management pages can really help others diagnose technical issues. To post these stats, open up a web browser and type 192.168.1.254 or BThomehub.home. Navigate to the 'Troubleshooting' Tab and then click on 'Helpdesk', you will then need to enter the admin password which can be found on the sticker on the back of BT Home Hub 4 and 5. BT Home hub 3 will have the sticker on the underside of the router.

When using a Hub 3, you will see an option at the bottom right hand corner to select 'full details'. click on this, copy the info displayed and post the results. If using a BT Home Hub 4 or 5 navigate to 'Troubleshooting' then to 'Logs'. You will then find two lines which will state 'DSL noise margin' and 'DSL line rate', copy this info and include this in your post.

If you are using the BT Smart hub you can get your connection stats by, Opening a new web browser on your connected device and type 192.168.1.254 or bthomehub.home into the address bar. This will open the Hub Manager.  Click Advanced Settings’ and then ‘Technical log’

Also

Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.

 Finally, in order to find out what services and speed range you should be getting, please enter your phone number into this form.
Broadband availability checker


Please remember to edit out your phone number before you post the results.

Thank you

Tom3dwards
Beginner
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Message 3 of 8

Re: BT Changed My Estimated Speed & Actually Lowered Them

Thanks for the reply, I'm currently working nights so I will post the stats as soon as I get in for you.

Cheers

Tom

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Tom3dwards
Beginner
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Message 4 of 8

Re: BT Changed My Estimated Speed & Actually Lowered Them

Hub 6A
DSL Uptime 1 Day 10 Hours
Data Rate 444kbps/8.08Mbps
Max Rate 1144/9076
Noise Margin 29dB/4dB
Line Attenuation 43dB
Signal Attenuation 23.5dB/43dB
VPI/VCI 0/38
Modulation G_992_5_Annex_A
Latency Fast Path
Data Sent/Received 20GB/100GB
2.4GHz Channel Smart
5GHz Channel Smart
Wireless Mode 1
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Tom3dwards
Beginner
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Message 5 of 8

Re: BT Changed My Estimated Speed & Actually Lowered Them

I’ll go buy a phone to check the line later on today and report back.

Cheers

Tom
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Distinguished Sage
Distinguished Sage
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Message 6 of 8

Re: BT Changed My Estimated Speed & Actually Lowered Them

This is from the Kitz website, which gives an estimated speed for your connection.

Estimation of your maximum rate adaptive adsl speed
       
Downstream
Attenuation
dB Approx
Line Length
km
       
 
 
       
dslMAX (20CN) kbps IP Profile kbps
       
BT 21CN WBC
& adsl2+
kbps IP Profile kbps
       
adsl2+ (LLU) kbps Throughput kbps
       

 

That indicates an expected connection speed of about 7.9Mbs, which you are exceeding,

Its possible that your line attenuation is higher that it should be.

If you can provide the information from the Broadband availability checker

then it will be possible to see if your connection speed falls within the expected range for ADSL2+. If it does not, then that would indicate a possible fault, perhaps one wire of your line is disconnected? You will be able to check for dial tone when you get a basic wired phone.

 

Tom3dwards
Beginner
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Message 7 of 8

Re: BT Changed My Estimated Speed & Actually Lowered Them

I’ve used the bt wholesale checker which says downstream line rate up to 6Mbps and downstream range 4-8Mbps. So yes I have a good connection in comparison to these figures however I used to be getting nearly twice the speed and was sold up to 17Mbps. My only thinking is with being on a new build development and one of the first to move in, as more homes are connected to the single cabinet supplying the development it could be bottlenecking everyone’s connection? Also when trying to play games online I constantly get high latency errors even with my setting being fast path rather than interleaved? I’ve seen posts from users asking for this to be completely off is this an option that may help with this issue?

Cheers

Tom
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Tom3dwards
Beginner
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Message 8 of 8

Re: BT Changed My Estimated Speed & Actually Lowered Them

Line test was completely clear
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