I have recently been having issues with my broadband and the bt support team identified that the problem lay with my hub, for which they sent a replacement. The new hub has been up and running for almost 2 days and whilst it has fixed connection issues I was having with my broadband, the download and upload speed is extremely slow. We are used to download speeds of around 5Mbps (on good days) with about 2-3Mbps as an average speed. However we have been recently recieving download speeds of 0.47 Mbps. This is ridiculously slow and means we struggle to load web pages and watch videos. The hub is currently plugged directly into the test socket. I have done a quite line test on a corded phone and there seems to be no issue. Also the internet speed coming from my nearest exchange server is around 0.5 Mbps when I am used to recieving speeds of up to 10Mbps (seen in previous tests). Could the connection speed be something on BT's end and if so how could this be resolved?
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 adsl stats from your router you may need to 'show detail' to get all stats (if hub enter 192.168.1.254 in your browser and navigate to adsl or if HH4/5 then go to troubleshooting then logs and you are looking for 2 line together when hub last connected to internet and they will show your connection speed and noise margin or if netgear enter 192.168.0.1). Then run btspeedtester (MAC users may have problems). when first test completes then run diagnostic test and post the results ( do not reset the router).
Enter your our phone number and post results remember to delete number. https://www.btwholesale.com/includes/adsl/main.html
are you connected directly via a filter to the NTE5 master or test socket or to somewhere else? Is the master the only phone socket in your home?
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
Someone may then be able to offer help/assistance/suggestions to your problem
Here are my adsl stats:
Here are the BTW Performance Test results:
1. Best Effort Test: -provides background information.
|0 Mbps||0.5 Mbps|
Max Achievable Speed
| Download speedachieved during the test was - 0.47 Mbps|
For your connection, the acceptable range of speeds is 0.1 Mbps-0.5 Mbps.
IP Profile for your line is - 0.51 Mbps
2. Upstream Test: -provides background information.
|0 Mbps||0.83 Mbps|
Max Achievable Speed
|Upload speed achieved during the test was - 0.61Mbps|
Upstream Rate IP profile on your line is - 0.83 Mbps
Here are the results from the ADSL checker:
Downstream Line Rate(Mbps)
Upstream Line Rate(Mbps)
I hope this is helpful!
Oh yes just seen that, the hub must have went down before I post the stats (we had a faulty phone hooked up to the same filter as the hub which seemed to knock the hub offline when it rang out). The old hub we had went down a lot and over the period of a week we must have had to reboot it over 20 times as the hub would freeze, disabling our internet connection. The new hub provided by BT seems fine.
Do you think the persistant reboots we had to do our old hub has affected the internet speed we are currently receiving?
the disconnection with old hub will certainly not have helped your conenction and are probably the cause of your slow connection speed
are you currently connected to the test socket with a new filter?
Can you try quiet line test. Dial 17070 option 2. Should be quiet and best with a corded phone