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Beginner
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Message 1 of 9

Halved Speed and unstable ping.

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Hello,

I was on the phone with BT about this issue where my speed have been halved from 20 mbps to 10 mbps.

Not sure what went wrong. They told me that the minimum guarantee for my package is 6 mbps however for the past 2 years I've been getting 20 mbps all the time.

All of a sudden today my DSL connection crashed and it reconnect now with half the speed that I usually get.

Georgio_0-1605628646225.png

The noise margin seems to be high.

Any suggestions on what to do?

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Distinguished Sage
Distinguished Sage
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Message 2 of 9

Re: Halved Speed and unstable ping.

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can you post hub stats

check for line noise as something is dropping your connection. Dial 17070 option 2 should be silent and best with corded phone preferably from test socket 



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Beginner
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Message 3 of 9

Re: Halved Speed and unstable ping.

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Hello,

Thank you for the reply.

I do not have a phone to use the phone line.

Here are the stats:

Georgio_0-1605629667800.png

 

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Beginner
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Message 4 of 9

Re: Halved Speed and unstable ping.

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Update on the situation.

BT said that they will send an engineer on the 19/11/2020 so that they can see the problem because this is not normal.

Ping spikes and internet keeps crashing.

Tried different sockets at home but still the same slow speed that I do not normally get.

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Distinguished Sage
Distinguished Sage
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Message 5 of 9

Re: Halved Speed and unstable ping.

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The most basic check when you have problems with your broadband is ensure your landline is working with a dial tone and then do quiet line test as noise is the normal reason for a poor/dropping connection. If you don't have a phone you try borrowing one although cheap corded phone is less than £10

hopefully problem not on your side of test socket and you end up getting charged for engineer visit



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Beginner
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Message 6 of 9

Re: Halved Speed and unstable ping.

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Hi,

Thank you for the reply.

I never asked BT to send an engineer, BT said they will send an engineer because they seem to believe that there is an issue that they saw when testing my connection.

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Distinguished Sage
Distinguished Sage
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Message 7 of 9

Re: Halved Speed and unstable ping.

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You would have been advised of a possible charge by the CS advisor  if problem is outside your home then there is no charge



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Beginner
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Message 8 of 9

Re: Halved Speed and unstable ping.

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I was not advised of any charges that I may have.

I am sure they got it on recording and they can play it back if they decide to charge me 🙂

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Beginner
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Message 9 of 9

Re: Halved Speed and unstable ping.

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Update: They fixed the fault, whatever that was.

Speed back to normal 🙂

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