BT Plus cutting out and slow

[theviewer1985]

Hi all,

I am a BT plus customer getting a solid 250-300mbps for months now. But a few days ago, i woke up in the morning to the internet not working. After a little checking, i saw that the internet light on the MODEM is off. Restarting the modem seems to fix the issue, until it cuts out again. This can happen 3 or 4 times a day - and even in between these restarts, the speed is very temperamental. It can be a full 250mbps - but it can also drop to 0.3mbps. The upload speed is consistent at around 40mbps.

My setup is a BT modem, going into my Netgear Nighthawk x10 router - here lies one of the frustrations I have. BT seems obsessed with me using their own hub and I cannot get much assistance on the phone as they "can only see details once the BT hub is plugged in".

If I had a hub, I'd plug it in just help the diagnosis but I don't have one, and BT is out of stock so I won't be getting one for several days. In the meantime, I have a shoddy internet and since we work from home, we are 24/7 internet users so its a pretty big deal to us.

Now i know it isn't the router at fault - because the internet light on the modem goes out.. it doesn't take a technician to understand how that rules out the router and puts the blame on anything between the exchange and the BT modem within the internet delivery chain.

When i first started with BT a few years ago (as a normal superfast customer), I had MAJOR troubles with the internet, and phone support spent 2 months with me ringing them up every day complaining of 0.2 speeds at peak times, guaranteeing them that it would be some kind of congestion issue - one 'last resort' post to this forum and an engineer rang me up and had it fixed within 48hours by swapping something in the exchange - hence why i am coming back here with this new issue hoping for better support than i get on the phone 🙂

Looking forward to some replies

Cheers

[imjolly]

from the speeds you are quoting you are on FTTP and the forum cannot help  you need to phone FTTP dedicated team 08005874787

[theviewer1985]

Hi there,

I may be wrong.. but i dont think you are correct. BT Plus uses two different technologies - one is FTTP and the other is G fast (no idea what it does, but it uses the original copper cables)

So although i have 200-300 mbs i dont think i have FTTP...

But as i say, im not 100%

[imjolly]

even if G.Fast it is still FTTP that deal with your problems

[theviewer1985]

Okay sure I will take your word on that one.. however, the phone number doesn't work. It rings several times without answer and then cuts off. Any idea why that is the case?

Hopefully, it isn't that they close on weekends. Especially seeing as BT Plus is meant to offer 'premium support' 😕

Thanks for the replies so far

[imjolly]

that is the correct number  would have expected you to get an answer

[theviewer1985]

Well just to confirm, in case anyone else looks at this thread, I am still hoping for some assistance from someone.

The number that imjolly kindly gave to me does not work, nobody is answering.

Hoping that an engineer will stumble upon this again like last time 🙂

[licquorice]

How long did you give them to answer, it can take quite a long time.

[theviewer1985]

The ringing cuts off after about 10 seconds. It just hangs up. Try the number yourself, you will see what i mean.

[licquorice]

I get 4 options to choose from