Please help. I've spent a long time getting nowhere on the Chat Assistant service. When I run tests, the download speed seems good, the upload speed (and ping) very poor. This seems to translate into very unreliable, very slow service. I've only just joined BT and kind of wish I hadn't.
What shall I do?
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).
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
Speedtest - Download - 3.53, Upload 0.04, Ping 0.00
Diagnostics - Upload 0.04 - achievable 0.45, Download 3.53, achievable 4Mbps
Quiet line test seemed fine
I couldn't see what in the hub log you needed. Can I attach the log?
Which hub do you have?
are you using the test socket?
I have just now plugged in to the test socket.
It's a BT Home Hub 4 - (is that enough information?)
If you go to hub manager then troubleshooting then logs or WAN and looking for 2 lines when router connected to internet which will be just now when you connected to test socket. They will show your connection speed and noise margin. When you find the, then post
are you using wired or wireless connection? Did you use wired for btspeedtester?
Thank you - that was clear.
I'm using wired.
|21:01:04, 24 Nov.||DSL Link Up: Down Rate=4288Kbps, Up Rate=448Kbps; SNR Margin Down=6.4dB, Up=15.0dB|
Can you run btspeedtester and when first test completes then run diagnostic test that follows and post results
can you enter your phone number and post results. Remember to delete number. https://www.btwholesale.com/includes/adsl/main.html
1. Best Effort Test: -provides background information.
|0 Mbps||4 Mbps|
Max Achievable Speed
| Download speedachieved during the test was - 3.59 Mbps|
For your connection, the acceptable range of speeds is 1.2 Mbps-4 Mbps.
IP Profile for your line is - 3.78 Mbps
2. Upstream Test: -provides background information.
|0 Mbps||0.45 Mbps|
Max Achievable Speed
|Upload speed achieved during the test was - 0.02Mbps|
Upstream Rate IP profile on your line is - 0.45 Mbps
|on Exchange CREDITON is served by Cabinet 15|
Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)Availability Date
FTTC is currently not available on this cabinet due to following reasons:- Sorry your cabinet is temporarily unavailable, capacity will be restored as soon as possible.
For all ADSL and WBC Fibre to the Cabinet (FTTC) services, the stable line rate will be determined during the first 10 days of service usage.
Throughput/download speeds will be less than line rates and can be affected by a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.
The Stop Sale date for Datastream is from 30-Jun-2012; the Formal Retirement date for Datastream is from 30-Jun-2014. The Stop Sale date for IPstream is from 31-Oct-2013; the Formal Retirement date for IPstream is from 30-Jun-2014.
If the End User wishes to migrate from their current Broadband supplier they will need to contact them in the first instance to obtain a MAC (Migrations Authorisation) Code, and then contact their new Broadband supplier to arrange for the service to be migrated.