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GloryHornet1
Aspiring Contributor
502 Views
Message 1 of 18

Broadband Speed Problem - PLEASE HELP!!

 

Hi,

 

Since last Friday 7th December we started having problems with noisy crackling on our phone line until the point that they were unuseable so we reported a fault on the line. This coincided with very poor broadband speeds. We are usually getting about 6MB download speed but at the moment we've dropped too minimal kbps.

After a few call too the normal BT helpline numbers we were told it would be resolved within 3 days. We are now a week on, the phone sound has been resolved but I am left with very slow broadband speeds. We work from home and have been unable to run the business efficiently over the past week due to this issue.

I have performed the quite line test and all seems ok. 

I have attached my home hub details to see if anyone can help me.

  ADSL line status
Connection Information
Line stateConnected <script type="mce-text/javascript"></script>
Connection time0 days, 02:20:17
Downstream5,792 Kbps
Upstream448 Kbps
 
ADSL Settings
VPI/VCI0/38
TypePPPoA
ModulationG.992.1 Annex A
Latency typeInterleaved
Noise margin (Down/Up)15.8 dB / 22.0 dB
Line attenuation (Down/Up)19.8 dB / 11.0 dB
Output power (Down/Up)9.1 dBm / 1.5 dBm
Loss of Framing (Local/Remote)0 / 0
Loss of Signal (Local/Remote)0 / 0
Loss of Power (Local/Remote)0 / 0
FEC Errors (Down/Up)3 / 4
CRC Errors (Down/Up)2 / 5
HEC Errors (Down/Up)1 / 0
Error Seconds (Local/Remote)2 / 1
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17 REPLIES 17
Distinguished Sage
Distinguished Sage
499 Views
Message 2 of 18

Re: Broadband Speed Problem - PLEASE HELP!!

Quote

"We work from home and have been unable to run the business efficiently over the past week due to this issue"

Welcome to the BT Residential Customers forum

 

If you are a business user, please could you post on the BT Business forum at http://business.forums.bt.com/

 

Thanks

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GloryHornet1
Aspiring Contributor
491 Views
Message 3 of 18

Re: Broadband Speed Problem - PLEASE HELP!!

Hi, what I meant was that my wife works from home a lot, we are not a company/business, sorry for the misunderstanding.

My son is in the middle of his mock GCSEs too and he is finding it virtually impossible to browse revisin notes etc.

 

Any help much appreciated as soon as possible.

 

Regards

Lee

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Distinguished Sage
Distinguished Sage
489 Views
Message 4 of 18

Re: Broadband Speed Problem - PLEASE HELP!!

Understand what you mean.

 

What are your current BT Speedtester results, as your connection speed seems fine?

Using the BT Speedtester

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GloryHornet1
Aspiring Contributor
473 Views
Message 5 of 18

Re: Broadband Speed Problem - PLEASE HELP!!

Hi

 

The download speed is 0.13Mbps and the upload is 0.36Mbps.

 

Cheers

Lee

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Distinguished Sage
Distinguished Sage
469 Views
Message 6 of 18

Re: Broadband Speed Problem - PLEASE HELP!!

What was your IP profile?

 

Its possible that the IP profile has lowered due to the fault.

 

You must leave your home hub turned on and connected to your phone line for at least five days.

 

During that time, do not reset or disconnect it. Your IP profile and download speed should increase.

 

 

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GloryHornet1
Aspiring Contributor
466 Views
Message 7 of 18

I'll try and run the speedtester again, keeps asking me t...

I'll try and run the speedtester again, keeps asking me to update Java which then takes 1-2 hours to download and instal due to the poor speeds!

I'll get the IP Profile too.

 

Cheers

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Distinguished Sage
460 Views
Message 8 of 18

Re: Broadband Speed Problem - PLEASE HELP!!

Ok there is always someone around to help

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GloryHornet1
Aspiring Contributor
458 Views
Message 9 of 18

Thanks guys for your help so far - its keeping me sane!!...

Thanks guys for your help so far - its keeping me sane!!

 

My oldest son is pulling his hair out at this important academic time of year, thats why Im desperate to resolve this.

Java is downloading the installer and says 2 hours 7 minutes to go!!

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Distinguished Sage
Distinguished Sage
452 Views
Message 10 of 18

Re: Thanks guys for your help so far - its keeping me sane!!...

My guess is that if you leave everything alone, the connection speed will recover, once the exchange thinks the fault is now fixed. Do not be tempted to restart anything.

 

 

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