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bigmatt
Beginner
689 Views
Message 1 of 10

6pm to Midnight broadband drops to 1Mb download

Hi during the evenings my broadband speed drops to about 1mb download speed. When I phone the technical help desk they test my line and say speed to my hub is 12.5Mb and they don't know why at my end its so slow. I have had a new hub sent out and still have the same problem. I get the same speed test result of 1mb on my iPad and Ethernet computer. I'm getting frustrated that during the evenings I can not use my internet for what I want and the technical help desk are unable to help me.
I'm using a HH4 and my line is a exchange only line.

I have asked when on to technical help desk after reading the bt complaints procedure that I want to be transfered to the customer complaints team as I'm not getting my issues resolved. They refused I then said no I don't accept that I want to speak to your supervisor they refused that as well. I have read the bt complaints procedure and I beleive I was entitled to escalate the above

Please help with any technical advice or advice on how to to escalate up the chain.
Matt
0 Ratings
9 REPLIES 9
imjolly
Distinguished Sage
Distinguished Sage
686 Views
Message 2 of 10

Re: 6pm to Midnight broadband drops to 1Mb download

Is there any problems shown for your exchnage. 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/

 

which exchnage age are you on?



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bigmatt
Beginner
682 Views
Message 3 of 10

Re: 6pm to Midnight broadband drops to 1Mb download

I'm exchange is paisley....i presume my exchange is fine as the technical help desk would have known that I thought
Matt
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bigmatt
Beginner
681 Views
Message 4 of 10

Re: 6pm to Midnight broadband drops to 1Mb download

Just checked exchange is fine
Matt
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john46
Distinguished Sage
680 Views
Message 5 of 10

Re: 6pm to Midnight broadband drops to 1Mb download

have you tried changing wireless channels manually turning off smart wireless
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bigmatt
Beginner
675 Views
Message 6 of 10

Re: 6pm to Midnight broadband drops to 1Mb download

Yeah have downloaded a wi-fi analyser scanned all the close networks. Selected channels that were not in use. Have switched smart wireless on off. Disabled 2.4ghz as when I scan none of my neighbours have a 5ghz router. Even on 5ghz a foot from my hub still useless. Now when my speed drops I disconnect all my devices and just leave my computer connected with Ethernet before a phone the help desk still to no avail. Just done a speed test there and sure enough bang on midnight I'm back to my full 11mb speed.
Matt
0 Ratings
imjolly
Distinguished Sage
Distinguished Sage
648 Views
Message 7 of 10

Re: 6pm to Midnight broadband drops to 1Mb download

so is your conenction and download speed ok using ethernet but the problem is with wireless?



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bigmatt
Beginner
639 Views
Message 8 of 10

Re: 6pm to Midnight broadband drops to 1Mb download

It's both Ethernet and Wireless. I would say it's a faulty hub if it wasn't for it only happening during centre time periods. I know bt say they don't have a traffic management policy but I wonder if they restrict centre sites or apps. I use showbox hd cinema and Kodi a lot.
Matt
0 Ratings
imjolly
Distinguished Sage
Distinguished Sage
637 Views
Message 9 of 10

Re: 6pm to Midnight broadband drops to 1Mb download

BT don't restrict or throttle your connection but the times you say you have problems are the typical for exchange congestion. Do you know if any of your neighbours have the same Problem?



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bigmatt
Beginner
635 Views
Message 10 of 10

Re: 6pm to Midnight broadband drops to 1Mb download

I've been thinking of doing that asking my neighbours if they have any problems. Leave that with till I see what they say
Matt
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