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kaj22
Newbie
295 Views
Message 1 of 37

Very Slow Connection

Dear BT

 

I have been a customer for a number of years with few or no issues. However the past 2 days my connections speed has dropped to an unacceptable slow rate and today I am not even able to pick up my email. 

 

I have looked on this forum and am not able to undertake all the techical diagnostic tests you have asked others. I have not changed anything in my patten of useage and pay for unlimitted BB access. As a result of this slowness I am not able to work today.

 

I did run an online test and it says:

 

Download speed is less than 2.43

The upload is 0.38 

Ping Latency (ma) 41.25

 

I have removed all internet plug in applications and shut down all tabs etc.

 

Please can you tell me if this is a wider issue as I am not able to continue with such a slow service.

 

Many thanks

Kathryn

 

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36 REPLIES 36
Distinguished Sage
Distinguished Sage
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Message 2 of 37

Re: Very Slow Connection

is there anything listed here as an exchange problem http://usertools.plus.net/exchanges/mso.php

http://usertools.plus.net/exchanges/?

http://btbusiness.custhelp.com/app/service_status

http://bt.custhelp.com/app/answers/detail/a_id/15036

http://community.plus.net/exchange-information/

 

in order to help you need to provide more information such as the adsl stats from your router.  this link will help just find your router and follow iinstructions then post result http://www.kitz.co.uk/adsl/frogstats.php

 

try quiet line test  dial 17070 option 2 should be silent and best with corded phone  if cordless then dull hum normal



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kaj22
Newbie
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Message 3 of 37

Re: Very Slow Connection

Dear Distinguished Sage

 

Many thanks for your replay.

 

I followed the link however am not techincal enough to find out any informaiton as the link did not work for Home hub and there is no link for Home Hub 2.

 

I called the number and option 2 is quiet.

 

There is no listed work or disruption in the area.

 

Is there a telephone number for me to speak to someone please?

 

Thank you 

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Distinguished Sage
Distinguished Sage
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Message 4 of 37

Re: Very Slow Connection

I would suggest you continue getting help from the forum and if the memebers who are customers just like you and I can't help then the forum mods will help - they are the only BT employees on the forum

 

the alternative you phone CS India and have a frustraing phone and maybe make some progress 08001114567


 

if you enter 192.168.1.254 into your browser not search engine then enter hub manager then go to advanced settings then adsl you should see the stats I am looking for

 

connection time

conenction speed

noise margin 

attenuation

errors

and if you 'show deatail' at the bottom of the page you will see more errors

 

just post it all



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kaj22
Newbie
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Message 5 of 37

Re: Very Slow Connection

This is asking me to change the password?
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Distinguished Sage
Distinguished Sage
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Message 6 of 37

Re: Very Slow Connection

you can change the password to anything you want that you can remember.  should you ever forget it then a factory reset by pushing the recessed button on back will take it back to password shown on hub

 



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kaj22
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Message 7 of 37

Re: Very Slow Connection

please can you advise if I should change the password?

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Distinguished Sage
Distinguished Sage
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Message 8 of 37

Re: Very Slow Connection

yes change it to something you can remember and then progress to advanced settings



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kaj22
Newbie
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Message 9 of 37

Re: Very Slow Connection

Please find informaiton below:

 

onnection information
Line state Connected
Connection time 0 days, 0:25:56
Downstream 2,816 Kbps
Upstream 448 Kbps


ADSL settings

VPI/VCI 0/38
Type PPPoA
Modulation ITU-T G.992.1
Latency type Interleaved
Noise margin (Down/Up) 9.2 dB / 15.0 dB
Line attenuation (Down/Up) 60.0 dB / 31.5 dB
Output power (Down/Up) 18.1 dBm / 12.5 dBm

 

 

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Distinguished Sage
Distinguished Sage
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Message 10 of 37

Re: Very Slow Connection

that's the ones  can you post the errors which are lower down after clicking 'show detail' at bottom

 

from what you have posted you are quite a long way from the exchange



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