hi everyone, i am getting so frustrated as my broadband and phone have both been failing since tuesday night.
broadband works, but it takes between 5 and 10 minutes to load a single website. cant view videos/iplayer/skygo etc. its so slow that i cant even complete the speed test i was advised to by btcare on twitter.
i have managed to do the test on page 1 of this thread and my results are..
download speed 0.13
upload speed 0.21
normally we have one laptop on, one computer, sometimes both watching sky go. sometimes also a ps4 connected online too playing online games. so i've no idea how its gone so wrong.
the phone is also not working properly, i cant hear anything other than crackling on the line.
i have just had a 2 hour live chat with someone called Subhasis who unbelieveably just decided to stop replying to me cause they couldnt find a problem. i phoned up BT instead and he told me just to wait 24 hours, or call out an engineer for £130.
any help will be hugely appreciated as it's been like this since tuesday night 😞 someone called patrick b from this forum helped me with problems last year and was brilliant so i think this is my best option for help on here, cheers 🙂
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 if you hear crackle then you need to report a phone fault to 151 not broadband. Get rid of line joise and that will help your broadband
Someone may then be able to offer help/assistance/suggestions to your problem
does this help www.bt.com/faults or try live chat
if there is still line noise then until you get an engineer to fix it your broadband won't improve