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?
Welcome to this user forum.
Please can you provide the connection speed, as described below.
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’
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.
Thanks for the reply, I'm currently working nights so I will post the stats as soon as I get in for you.
This is from the Kitz website, which gives an estimated speed for your connection.
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.