Re: BT can't turn up to fix my slow broadband

Fr3ddie · ‎13-11-2018

I pay for bt infinity 2 which has a guranteed speed of 55 mbps down however ive only ever recieved 42 mbps or less and ive finally gotten round to contacting bt to try and get it fixed. On friday the 2nd of november i went on live chat and reported the fault to bt and got an engineer appointment booked for monday the 5th, however on saturday the 3rd i recived a text from bt saying "the previous engineer appoinmtment got canclled because of a system error" and the fault got set to fault fixed in my account even though it wasnt.

Next on sunday the 4th i went on live chat again and explained my problem and got told by the person on the live chat that they had booked me an appointment for tuesday the 6th, after the live chat was over i noticed that no fault had apperaed in my account and tuesday 8 till 1 came when the engineer was supposed to come and no one tuned up.

So i went on live chat again on tuesday the 6th and explained my problem AGAIN to a third person who booked an appointment for tuesday the 13th of november for between 8 and 1, this fault did apperar in my account so i though an engineer might accually turn up this time however and 7:59AM, one minite before the engineer slot my fault was set to fault fixed and said "your broadband problem has been resolved and further action is requied" and no engineer turned up! and my fault is certainly not fixed as i am still only getting speeds of 42 mbps down.

moan over, here is my bt home hub stats:

Product name:

BT Hub 6A

Serial number:

Firmware version:

SG4B1000B540

Firmware updated:

15-May-2018

Board version:

1.0

Gui version:

1.64.0

DSL uptime:

0 Days, 19 Hours 36 Minutes 50 Seconds

Data rate:

8.61 Mbps / 49.14 Mbps

Maximum data rate:

8632 / 49639

Noise margin:

6.2 dB / 5.9 dB

Line attenuation:

16.8 dB

Signal attenuation:

VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

463 MB Uploaded / 8328 MB Downloaded

Broadband username:

bthomehub@btbroadband.com

And here is what dsl checker says:

Ive been monitoring the noise level on my line and it wont go below 6db even though ive ran a quite line test and there is no noise on the line, ive read that bt are lowering noise levels to 3db and this can help improve speed. DSL uptime is alos usally about 7/8 days before it resets.

If anyone can suggest anything that my help and improve the speed that would be much appreciated.

pippincp · ‎13-11-2018

Which exchange & cab?

Fr3ddie · ‎13-11-2018

Exchange FLECKNEY is served by Cabinet 6

pippincp · ‎13-11-2018

That's a Huawei cab so G.INP will be available providing your sonnection is stable.

I notice your connection time is only 19 hours, is this due to a manual reset?

Fr3ddie · ‎13-11-2018

Yes it's due to manual reset, the connection time is usually 7 or 8 days before it resets

imjolly · ‎13-11-2018

the speeds quoted by BT are connection speeds not download speeds you have 49mb connection speed but handback speed is 55mb but you stats show your attainable as only 49mb I would expect on a good line to get the 55mb without the help of G.INP

are you using the test socket with a filter even if you currently have a filtered master socket to see if that improves your connection when you conenct to test socket can you repost your hub stats

If you like a post, or want to say thanks for a helpful answer, please click on the Ratings 'Thumbs up' on left hand side.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Fr3ddie · ‎13-11-2018

I usally have the home hub connected to a NTE5c master socket with a filted faceplate, i have connected the hub to the test socket with a filter and are still getting dowload speeds of 42 mbps, hub stats on test socket are: