Broadband speed dropping

[djphoto7896]

Hi everyone I have an issue with my broadband speed not reaching my Minimum Guaranteed speed. I was quoted a minimum or 32mb and I'm getting no faster than 29mb. By were supposed to send me an engineer out twice but the first one I was telephoned and they said they are aware of a fault so an engineer won't be coming.The second time which was today no engineer arrived and I have had no contact I'm paying almost £65 a month the ultrafast fibre and to be honest I'm not happy considering my neighbour is on standard broadband and getting faster speeds so where do i stand with regards to this.

[imjolly]

post stats from your hub  if hh6 then advanced settings then technical log information   if hh5 then troubleshooting then helpdesk

enter your phone number and post results  remember delete number but leave exchange and cab  https://www.btwholesale.com/includes/adsl/main.html

are you using test socket?

try quiet lie test  dial 17070 option 2  should be silent and best with corded phone

[djphoto7896]

I did the  line test and it was silent.

Telephone Number on Exchange WINCHESTER is served by Cabinet 23
Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Handback Threshold(Mbps)

WBC FTTC Availability Date

WBC SOGEA Availability Date

Left in Jumper

High Low High Low
VDSL Range A (Clean) 49 35 9.7 6.2 31.9 Available -- --
VDSL Range B (Impacted) 40.3 25 8.6 4.8 20 Available -- --
Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

WBC FTTP Availability Date

FTTP on Demand 330 30 -- Available -- --
ADSL Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

Availability Date

Left in Jumper

WBC ADSL 2+ Up to 2 -- 1 to 3.5 Available -- Yes
WBC ADSL 2+ Annex M Up to 2 Up to 0.5 1 to 3.5 Available -- Yes
ADSL Max Up to 1.5 -- 1 to 2.5 Available -- --
WBC Fixed Rate 0.5 -- -- Available -- Yes
Fixed Rate 0.5 -- -- Available -- --
Other Offerings

Availability Date

VDSL Multicast -- -- -- Available -- --
ADSL Multicast -- -- -- Available -- --
Premise environment

Status

Bridge Tap N
VRI N
NTEFaceplate N
Last Test Date 08-10-2018

Product name:Smart Hub

Serial number:+088047+1709002634

Firmware version:v0.09.06.05093-BT

Firmware updated:Wed Jul 18 17:20:26 2018

Board version:01

DSL uptime:0 days,05 Hours55 Mins05 Secs

Data rate:4.438 Mbps / 32.397 Mbps

Maximum data rate:4.431 Mbps / 39.101 Mbps

Noise margin:6.0 / 8.8

Line attenuation:32.7 / 21.8

Signal attenuation:31.8 / 20.0

Data sent / received:292.8 MB / 1.3 GB

Broadband username:bthomehub@btbroadband.com

BT Wi-fi:Activated

2.4 GHz wireless network name:BTHub6-S65P

2.4 GHz wireless channel:Automatic (Smart Wireless)

5 GHz wireless network name:BTHub6-S65P

5 GHz wireless channel:Automatic (Smart Wireless)

Wireless security:WPA2

Wireless mode:Mode 1

Firewall:Default

MAC address:E0:51:63:AE:1C:EB

Software variant:-

Boot loader:0.1.6-BT (Fri Sep 9 10:05:09 2016

[djphoto7896]

Well this is ridiculous. I still haven't had any engineer come out to sort out my broadband and yet they claim it has been sorted and my speed is no different I put in a complaint and that was deleted I'm beginning to think Ofcom may be the way to go as I'm not satisfied with my service at all.

[Techwizz]

Unfortunately, your downstream line rate is in sync just above the handback threshold, so you'll struggle to get an engineer. Are those stats from the test socket?

[djphoto7896]

No there from the normal socket so even though they have given me a minimum guarantee of 32mb I can't do anything about it

[pippincp]

The minimum guarantee refers to connection speed not download speed. You are connecting at just above 32Mb.

I would connect to the test socket with filter for a few days and see if the speed improves.

[djphoto7896]

Ok will have a look

[djphoto7896]

Yeah speed hasn't changed I have just done another speed test and from the cabinet to my hub is now 26mb this is **bleep**

[Techwizz]

You need to try and reboot the Hub so it syncs at a downstream rate lower than the downstream handback threshold.