Broadband Speed Dropped to 30% and BT Will Not Do Anything.

[Kona]

I have FTTC and for the last 10 years have been getting download speeds of 12Mbps, last weekend the speed fell to less than 4Mbps. This service is costing me nearly £60 per month!!.
I reported this to BT who sent an engineer from QubeGB, who spent most of the time talking to someone on his phone. I asked him had he found the issue, he said he could not find anything wrong apart from there were a lot of line dropouts last weekend. He said he would report the dropouts to BT and left. 

Download speed was still the same.

Later the same day I got an email saying 

Code: 0101 Message: Completed :: Job Complete No issues

I work from home supporting the NHS with IT issues, I have 2 children trying to study for A levels and studying from home. At the moment the Broadband is useless for all of us

If I can't get this fixed, not only will I not be able to support the NHS, I won't have a job and my children will fail their A levels!!

I called BT and said the issue was still the same, they said they would send another engineer, who won't arrive for nearly a week, but I am concerned he won't do anything to help either.

Please can someone advise what I can do about this?

[pippincp]

Can you post the connection stats from the hub. For HH5: troubleshooting/helpdask. Smarthub: advanced settings/technical log/information.

Also do a quiet line test, 17070 option 2. The line should be silent between announcements, best with corded phone.

[Kona]

Hello,

Thanks for your reply, the line is a bit noisy. 

Here are the stats from the hub:

Data rate:1.126 Mbps / 5.199 Mbps
Maximum data rate:1.126 Mbps / 14.032 Mbps
Noise margin:6.5 / 19.0
Line attenuation:15.9 / 33.6
Signal attenuation:15.9 / 49.1

[imjolly]

please can you post the full stats page

which master socket do you have

[Kona]

Hi Thanks for the reply.

I have the master socket number 7, there is only one phone from this socket, which I don't usually have plugged in. I have tried removing the socket and plugging the cable from the HH6 directly into the incoming line (using a microfilter) but this made no difference to the speed. The issue appears to be outside the premises.  

Here is the details from the HH6 I have removed the MAC address, WiFi name and the serial number:

Product code:Smart Hub 2

Firmware version:v0.24.04.11017-BT
Firmware updated:Thu Dec 31 16:01:36 2020
Board version:R01
GUI version:1.71 05_06_2020
DSL uptime:0 days,15 Hours59 Mins17 Secs
Data rate:1.126 Mbps / 5.199 Mbps
Maximum data rate:1.126 Mbps / 14.044 Mbps
Noise margin:6.6 / 19.1
Line attenuation:15.9 / 33.6
Signal attenuation:15.9 / 49.1
VLAN id:101
Upstream error control:Off
Downstream error control:Off
Data sent / received:441.6 MB Uploaded / 3.3 GB Downloaded
Broadband username:bthomehub@btbroadband.com
BT Wi-fi:Activated
2.4 GHz wireless network name:
2.4 GHz wireless channel:Smart (Channel1)
5 GHz wireless network name:
5 GHz wireless channel:Smart (Channel36)
Wireless security:WPA2 (Recommended)
Wireless mode:Mode 1
Firewall:On

Software variant:-
Boot loader:0.1.7-BT (Thu Nov 30 09:45:22 2017)

[pippincp]

Unclip the faceplate and connect to the test socket with a filter and repost stats.

Check for line noise again and if still present report a noisy line fault not a broadband one.

[Kona]

Thanks for the reply.

Here is the info with the line filer, the line noise is still the same, I always had difficulty hearing people on this line  but the broadband was fine.

Product code:Smart Hub 2
Serial number:
Firmware version:v0.24.04.11017-BT
Firmware updated:Thu Dec 31 16:01:36 2020
Board version:R01
GUI version:1.71 05_06_2020
DSL uptime:0 days,00 Hours01 Mins05 Secs
Data rate:1.13 Mbps / 5.199 Mbps
Maximum data rate:1.130 Mbps / 13.630 Mbps
Noise margin:6.4 / 18.6
Line attenuation:16.0 / 36.7
Signal attenuation:16.0 / 49.1
VLAN id:101
Upstream error control:Off
Downstream error control:Off
Data sent / received:0.6 MB Uploaded / 3.1 MB Downloaded
Broadband username:bthomehub@btbroadband.com
BT Wi-fi:Activated
2.4 GHz wireless network name:
2.4 GHz wireless channel:Smart (Channel1)
5 GHz wireless network name:
5 GHz wireless channel:Smart (Channel36)
Wireless security:WPA2 (Recommended)
Wireless mode:Mode 1
Firewall:On

Software variant:-
Boot loader:0.1.7-BT (Thu Nov 30 09:45:22 2017)

[imjolly]

Then report a phone fault NOT broadband to 151 or 0800800151 from a mobile. Fix noise problem and broadband will improve

[Kona]

OK Thanks