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Message 1 of 4

Poor Broadband Connection and Speed since day 1

Hi,

 

I was having problems with my broadband when I was with SKY and decided to move to the faster, more reliable, or at least I thought it would be, broadband with BT. So far, almost a year later, I am sorely mistaken.

 

I decided to get the Faster Broadband service, 13mb - 19mb, because I was looking to do a bit of Online gaming (Fifa etc) and we were using services like netflix more frequently so we were looking for something a bit quicker.  Straight from the start our service was patchy at best, we were getting decent enough speeds at the beginning but it kept disconnecting.  

 

I made several calls and eventually I was sent a new router, which failed to fix the issue. Eventually they fixed the issue with the drop outs, but now i'm only getting 3mb - 4mb which is hardly enough to watch a youtube video, let alone streaming games, music or movies.

 

Despite numerous phone calls and emails back and forth with BT I am no closer to finding a solution. I feel that I am going around in circles with the calls and getting tired of answering the same questions about whether it's all fitted correctly and the issue over and over.

 

Can we get this sorted ASAP please so I can actually get what I have been paying for over the past x months?

 

Regards,

 

Ian

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Message 2 of 4

Re: Poor Broadband Connection and Speed since day 1

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

 

 

 

test socket.jpg



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Message 3 of 4

Re: Poor Broadband Connection and Speed since day 1

Hi,

 

thanks for the prompt response. I'll get the results tomorrow as i'm currently not at home. 

 

The Router is plugged directly into the Open Reach plate, I was advised that I didn't need a filter as well because this has one built in. we only have the one phone socket in the house so it is the master socket.  

 

Apparntly the problem is at the BT side rather than my equipment side, as the speed coming INTO my house is 3-4mb which isn't correct. It sounds like they may have reduced my speed to try and stabilise the line? 

 

Regards,

 

Ian

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Distinguished Sage
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Message 4 of 4

Re: Poor Broadband Connection and Speed since day 1

if you are having problems maintaining connection the the DLM will increase your noise margin above the normal 6db which will in turn lower your conenction speed and therefore you download speed

 

as you have SSFP then that should be ok although there have been posts when that was at fault

 

just post stats when you can



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