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Kev2
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Message 1 of 60

Extremely slow adsl broadband been ongoing for 11 months please help!

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Hi,

 

Newbie to the forum here (never knew there was one). We have been with bt for many years without any issues until about a year ago our broadband speed dropped dramatically to about 0.27mbps dwl and 0.50mbps upl. We contacted bt via online chat and got through to someone in India, they did all the speed tests, asked me to turn the hub on and off, check/change the filter etc etc. I did all that but with still no avail. In the end they said that I would need an engineer to come out and see what the problem is, now I always thought if an engineer was required to find and fix a fault that it would be free but to my surprise they said it would only be free if the fault is found to be on the outside of the property, not the inside if it were found to be on the inside they said it would cost me £130 Smiley IndifferentSmiley SurprisedSmiley Mad I thought wtf we pay a broadband/line rental fee every month. So even though it seriously needs fixing I said no to see if I could find any other options. A few days later I tried the online chat again and I got through to a different person again in India and they basically did/told me the exact same things. I have contacted them numerous times over the past 11 months and got through to different people but they always tell me the exact same things, it's just a complete and utter waste of time so I gave up in the end.

 

Now you may be wondering how on earth have we got by with this incredibly slow speed for all this time, well as luck would have it in our living room our devices receive a bt wifi hotspot that we can connect to for free as we are already customers, but even this is slow and very poor/unreliable signal however it is somewhat faster than our main broadband but still not acceptable. It has just about got us by for all this time but even this has disappeared now and we now only have our main broadband which is still the same as it was 11 months ago 0.27mbps. We are very frustrated that we are paying nearly £30 a month for next to no internet and the customer service is terrible. Sorry to rant on a bit but this has been ongoing far too long unresolved and we feel we are being ripped off. Any help/advice would be very much appreciated. Thank you. Kevin and family

 

(Ps. if this helps our broadband package is the standard unlimited with supposedly up to 17mb download speed and our hub is the bt hub3, although we could have a landline phone we don't as we all use mobiles).

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Distinguished Sage
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Message 2 of 60

Re: Extremely slow adsl broadband been ongoing for 11 months please help!

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Hi Welcome to the community forums

Have you tried the quiet line test dial 17070 option 2 you should hear no noise if you can hear noise then it needs reporting to BT faults on 151 with no mention of broadband
in the call are you connected to the test socket using a new filter


if using a hub 4 locate these lines located in the hub logs
Lines should look like this
19:11:29, 07 Nov. (2290101.460000) DSL noise margin: 7.00 dB upstream, 6.10 dB downstream
19:11:29, 07 Nov. (2290101.390000) DSL line rate: 448 Kbps upstream, 288 Kbps downstream

if u The stats for the Home Hub 6 can be found on the Information page from http://192.168.1.254 then Advanced Settings -> Technical Log. 


Can you run this checker and post back a screen shot of the results. Make sure you delete your phone number before posting.

http://www.dslchecker.bt.com/adsl/adslchecker.welcome

Can you use this speed tester then carry out the further diagnostics and post back a screen shot of all the results including your IP profile for up and down.

This test must be done with a wired connection.

http://speedtest.btwholesale.com/

once you have posted the information asked for then the community members can help you more

Thank You
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Distinguished Sage
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Message 3 of 60

Re: Extremely slow adsl broadband been ongoing for 11 months please help!

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using a land line phone can solve many broadband fault as line noise or no dial tone will wreck a broadband connection

the charge notification is standard with all providers and is only charged if the fault is found on any internal extension wiring or equipment connected to then which is your responsibility
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Kev2
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Message 4 of 60

Re: Extremely slow adsl broadband been ongoing for 11 months please help!

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Hi John,

 

Thanks for your reply. Unfortunately we can't do the quiet line test as we do not use a landline phone. But I have done the dslchecker and the speed test as you requested, please see below for screen shot results;

 

btspeedtest.PNGdslchecker.PNG

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Distinguished Sage
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Message 5 of 60

Re: Extremely slow adsl broadband been ongoing for 11 months please help!

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can you please post the stats from your hub this link explains how http://www.kitz.co.uk/adsl/frogstats.php

also without being able to check if the line has no noise on it and that it does have a dial tone it makes it almost impossible to eliminate a line fault without the risk of a possible charge a basic wired phone costs around £5.00 and can resolve many broadband problems also useful in emergencies
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Message 6 of 60

Re: Extremely slow adsl broadband been ongoing for 11 months please help!

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I strongly suspect a line problem which will need an engineer visit to resolve and to eliminate any charges you need to check for any problems at the test socket with both a phone and your hub
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Kev2
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Message 7 of 60

Re: Extremely slow adsl broadband been ongoing for 11 months please help!

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Hi,

 

We don't have a phone as there is need because we all have mobile phones on contracts. Also we don't have a test socket. Here are the hub stats you requested:

 

Hub stats.PNG

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Distinguished Sage
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Message 8 of 60

Re: Extremely slow adsl broadband been ongoing for 11 months please help!

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Why has my speed suddenly dropped?
 
ADSL connections (see notes about Infinity at the end), and the notes by RogerB
Changes in your connection speed are automatically managed by the exchange equipment, using a process called
Dynamic Line Management (DLM).
Its purpose it to give you the best speed possible, without introducing a lot of errors back into the BT network.
These errors impact on other users, and can slow their connection down, as your data packets have to keep being resent.
This is a continous process, but certain things can cause it to make drastic changes to your connection speed.

These can include the following:-
You could have also been recently moved from ADSL max to ADSL2+, this would mean that the line
would have to re-train again, and must be left undisturbed  for at least 10 days.
 

 

 

 

 

If you keep restarting or disconnecting your BT Home hub, then the exchange equipment will see this as a fault condition, and reduce your connection speed, in an attempt to stabilise your line.
You have recently had a fault on your line which has just been fixed.

Sometimes a single interruption to your line can cause this too, especially if it generates a large error burst.
The effect is that you get placed in a low banded speed profile, and you will notice that your downstream margin is high, usually over 15dB.
 
The lower the banded speed profile, the quicker it will recover, but it could take up to a month before the fullspeed is recovered.

If you want your speed to recover, then these are the steps you need to take.
 
DO NOT restart or disconnect the power to your BT Home Hub.
DO NOT disconnect your BT Home hub from your phone line.
 
Leave everything alone for at least 10 days, so that the exchange can record a stable connection.

During this time, the exchange may drop the connection, and re-establish a faster connection.
If you use the BT Speedtester, then do not restart the BT Home Hub, even if it tells you to.
If after 10 days your speed does not increase, then please return to your forum post.
showing  that you have 10 days of connection time, then the problem can be escalated.

You can calculate your final speed by using this website.

Maximum speed calculator
 
Infinity connections
A similar process is applied to the connection between the Infinity cabinet, and the Openreach modem.
You cannot view that connection information, but the same thing applies, do not restart or disconnect the Openreach modem.
The BT home hub only acts as a router, and restarting it will not affect your physical connection speed to the cabinet.
Additional information by forum member RogerB
BT broadband is line adaptive, if you have a good line, you get good broadband , BUT consider this, you only get good broadband
 
from the outset, if you let the exchange "train" the connection, when it is new, simply because it has to try various methods of modulation.
 
And once it is running at full speed and set the MSR (maximum stable rate) provided you don't keep disconnecting the router, it will stay that way.
 
So two important things:  ALWAYS leave the router on, 24/7 and DO NOT impede the training process which can take up to 10 days.
 
The reasons are vaguely the same for both scenarios:  DLM trains the connection during setup, and DLM runs the connection in a similar but different mode once it's running.
 
And the most common issue apart from line faults in causing poor broadband is FREQUENT RESETS and DISCONNECTIONS of the router or hub, because if you interupt line management it will demote the line profile if done to excess, with often time consuming efforts and long waits to get it back.
 
BT don't punish users indiscriminently by making them wait for their broadband speed to come up, but the line management is in place  to DEFEND the network against bad and corrupted data, and if the exchange sees your line being reset too often it assumes a fault,
whereby your linespeed is demoted, and often profoundly so.
 
Also, because the exchange can't tell the difference between you messing around resetting all the time, and a real line fault, it assumes (using logic) the worst and demotes the line profile.
 
If you get a real line fault and the noise margin increases, the linespeed will decrease, it's normal, again it's a defence to help give you a service  allbeit a depleted one, and at the same time stop corrupted data getting back to the exchanges.
 
But unfortunatlely it's at this point when people in general start to become frustrated,  and guess what?
 
They then start to reset the router in an attempt to "repair" the connection. And in doing so, impede the line management from promoting the linespeed again. (providing any fault is or was fixed).
 
And to summarise, if the connection is left to run unimpeded, no excess resetting, and left to its own devices, it actually benefits from the good line

history that the exchange has accumulated for your connection, simply because the attention span by the line management is not so profound when it does bite the dust, for whatever reason.
 
So regardless of the opinions of some, switching off broadband routers is NOT a good idea, not if you want consistent broadband and a good line rate.

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Message 9 of 60

Re: Extremely slow adsl broadband been ongoing for 11 months please help!

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it would help you resolve this problem and also ensure you get the correct type of engineer to resolve the problem if you can just possibly borrow a phone to carry out the two checks for nose and dial tone as this is a most likely cause of your disconnections and poor speeds

you should try the quiet line test dial 17070 option 2 you should hear no noise if you can hear noise then it needs reporting to BT faults on 151 with no mention of broadband in the call

 

 

Test Socket.jpg

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Kev2
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Message 10 of 60

Re: Extremely slow adsl broadband been ongoing for 11 months please help!

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Our master socket is not like the one in the picture you sent, it is is flat with no line in the middle and no test socket.

 

So do you think the problem is because we never used to keep the hub switched on 24/7? We always used to turn it off before bed. I have now kept it on for over 24 hours and I will continue to keep it on all the time, does it take exactly ten days to go back to normal or can it happen between 1-10 days? Also will the speed gradually increase or will it just come back all at once? Thanks.

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