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darylf
Aspiring Contributor
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Message 1 of 6

Broadband dropped off a cliff, BT say no problem

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hello again, over the last couple of weeks our bb has dropped away to a constant connection speed of 1152 real life download speed of 0.8mb having had 3-5mb with the router showing a maximum rate of 5-6mb for the last year or so.

We have phoned this in, done the online forms etc etc always comes back with nothing wrong with it.

BT say on our contract our normal download should be 4-6 mb, our minimum guaranteed is 1mb however having just done the wholesale  speed test with additional diagnostics it says the acceptable rate for our connection is 0.4 - 1 mb, with a current download of 0.86 mb, clearly this doesn't add up.

Obviously this isn't what we are paying for and is unusable for pretty much any normal internet use.

What is the way forward with this?

 

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imjolly
Distinguished Sage
Distinguished Sage
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Message 2 of 6

Re: Broadband dropped off a cliff, BT say no problem

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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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darylf
Aspiring Contributor
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Message 3 of 6

Re: Broadband dropped off a cliff, BT say no problem

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I'll just leave this here for now as we've just been credited back £98, and it's been acknowledged there is a fault, in fact multiple faults, and an Openreach engineer is coming Wednesday.

cheers m dears

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DavidM
Moderator
Moderator
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Message 4 of 6

Re: Broadband dropped off a cliff, BT say no problem

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Hi @darylf ,

Thanks for posting. Sorry for the late reply. Did the engineer arrive? Have the faults been sorted?

Cheers

David

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darylf
Aspiring Contributor
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Message 5 of 6

Re: Broadband dropped off a cliff, BT say no problem

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Hi David,

yes the engineer came although he claimed there were no faults and that BT hadn't found any either, he was just going to check for a noisy line and wouldn't do anything about the broadband, however ...... once he checked the broadband he realised that the line was capped and since he couldn't find any faults he phoned up and got the cap lifted and our speeds came back up and have stayed that way since.

So yes it is sorted although none the wiser as to why the line was capped in the first place, so I guess you could say that's a result!

all the best

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JohnC2
Moderator
Moderator
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Message 6 of 6

Re: Broadband dropped off a cliff, BT say no problem

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Hi @darylf, thanks for posting back, and good news that your broadband speeds have improved again.

cheers

John

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