BT in denial?

[coreservers]

Hi All.

We live in a village of round 800 people. a large percentage have broadband through BT, and overall its been reliable over the past 12 months. We are aware Covid has placed extra strain on the network. but recently i had an issue with Connectivity being really low. and dropping out. and on asking when safely distanced from people. theyve all been having really bad speeds recently. The Wholesale speed tester is showing most in the area down from a 40mb average to 7 or 8 or lower... but wierdly upload speeds of 752mb! im guessing the tester is up the swanee again. 

But when logging a broadband fault (despite the advanced tester showing all red. well below the guarantee ) it just says... everything's fine no fault found. our primary school is struggling to hold zoom classes as its almost painful. 
So why are BT denying there is an issue, most likely at the exchange. when many many people are reporting unusable broadband? 

Below is an example of the speed tester upload result, many are getting. 

UPLOAD

752.47

Mbps

[coreservers]

Summary of Performance Test

Timestamp

Saturday 27 June 2020 | 12:44:14

Ping

35 Ms

Download

26.98 Mbps

Upload

752.47 Mbps

Advance Test

Download Test

Download speed achieved during the test was 26.98 Mbps

For your connection, the acceptable range of speeds is 40 - 74 Mbps

IP Profile for your line is 74 Mbps

26.98 Mbps

74 Mbps

Upload Test

Upload speed achieved during the test was 752.47 Mbps

IP Profile for your line is 20 Mbps

752.47 Mbps

20 Mpbs

[imjolly]

in order for the forum members to help please can you post the stats from your router (if hub enter 192.168.1.254 in your browser) and if  HH5 then go to troubleshooting then helpdesk and if HH6/SH2 then advanced settings then technical log information . 

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

are you using wifi or ethernet when doing btspeedtester - should be ethernet

enter your phone number and post results  remember to delete number   https://www.broadbandchecker.btwholesale.com/#/ADSL

Someone may then be able to offer help/assistance/suggestions to your problem

[coreservers]

taken time to reply as have been stuck on 1.48mb... absolutely useless. slghtly better today but the village on the whole all struggling.

Summary of Performance Test

Timestamp

Monday 29 June 2020 | 10:16:59

Ping

40 Ms

Download

17.97 Mbps

Upload

3.90 Mbps

Advance Test

Download Test

Download speed achieved during the test was 17.97 Mbps

Upload Test

Upload speed achieved during the test was 3.90 Mbps

Summary Advanced Test

Your speed test has completed and the results are shown above, however during the test an error occurred while trying to retrieve additional details regarding your service. As a result we are unable to determine if the speed you received during the test is acceptable for your service. Please re-run the test if you require this additional information.

DSL uptime:8 days,09 Hours39 Mins30 Secs

Data rate:19.999 Mbps / 79.997 Mbps

Maximum data rate:24.526 Mbps / 82.038 Mbps

Noise margin:15.4 / 3.2

Line attenuation:8.8 / 12.4

Signal attenuation:8.8 / 13.9

VLAN id:101

Upstream error control:Off

Downstream error control:Off

Data sent / received:8.7 GB Uploaded / 211.8 GB Downloaded

[imjolly]

so your connection speed is max 80/20 for fibre 2 but actual download is low.  was btspeedtester down using ethernet connection?

which exchange and cab are you on?

did you try quiet line test?

[coreservers]

Still people reporting our issue in the village..... today particularly fantastic..

ummary of Performance Test

Timestamp

Wednesday 15 July 2020 | 13:49:28

Ping

219 Ms

Download

5.14 Mbps

Upload

0 Mbps

Advance Test

Download Test

Download speed achieved during the test was 5.14 Mbps

For your connection, the acceptable range of speeds is 40 - 74.1 Mbps

IP Profile for your line is 74.1 Mbps

5.14 Mbps

74.1 Mbps

Upload Test

Upload speed achieved during the test was 0 Mbps

IP Profile for your line is 20 Mbps

0 Mbps

Happens any time there is slightly adverse weather / wind.  in fact taken me 10 minutes to get this to post. 
E

[imjolly]

were you using an ethernet connection direct from hub to pc - no powerline adapter?

did you check line for noise?

[coreservers]

yup initially via laptop in ethernet port. after 2 days stable again, now down to 3mb again. asked the neigbhours and yup all slow and practically unseable. Im supposed to be working nightshift from home, but again BT have let me down. and having to make arrangments as this joke of  a system just cant be trusted. Seems a large number of userscompalining gets nowhere with BT. they need to go check the exchange. after all we were all promised minimum speeds (40mb in my case) and are very very rarely attaining them... i do know at least 3 people have started contacting media to come visit an see it. 

[imjolly]

Interesting from your hub stats you have downloaded 211gb in 8days which is some going with such a low download speed

which exchange and cab are you on?

can you not get other BT customers in the village who have similar problems to post here which would help hilghlight your problem

[coreservers]

Well had a call supposedly from BT indian call centre.... 
"we can see an error message from your router to the excahnge"

Now ive had a number of calls from Thieving Indian call centres recently, and this chap wouldnt give his name, or department. He then asked me to look in event viewer, wouldnt tell me exactly what event he was "seeing" then asked me to allow remote acess. 
I refused, he then got really loud and hung up. . As he still would not give name or department, Sorry but if it was a genuine BT call, they need a system to allow people to identify them. 
So fed up of BT right at the moment. 
But yes i have asked the others 
(the 211gb by the way, took a whole day and was the preorder of FS2020 from microsoft) 
It's not bad all the time. I've stated it was stable for a couple of days, then we get bad weather and it all goes to hell again, 
Ive no way of knowing which cab im in but it is Cogenhoe exchange in Northants.