My first post on the forum, any advice would be welcome. I have the BT vision/phone/broadband package package and two weeks ago noticed that the TV catch-up service was not working. I also discovered that my broadband speeds had dropped from around 1.5Mbps to 0.5 Mbps and had great difficulty in watching youtube etc.
I have called the BT helpdesk on several occasions and have swapped my BT hub 2 for a BT hub 4 (provided by BT at no charge to me), done a "quiet line" test on two occasions and connected to the test socket all with no increase in speed.
The final call, made on Saturday, resulted in the helpdesk operator saying that I should connect my laptop to the hub using an ethernet cable and he would guarantee the speed would be 2.95 Mbps. I did this and the speed has not altered at all.
I have been with BT since 2010 and despite living less than three miles from the Houses of Parliament, infinity is not available here.
My postcode is SE5 7QE, connected to the Walworth exchange in Liverpool Grove, SE17.
Any help would be gratefully received.
Welcome to the BT Community, have a look at the DSL Checker and use your phone number. Take a screen shot if you can (but blank out your number) and post it here. We can at least see what you can get for sure.
I hope this helps.
can you post the adsl stats from your router please
can you run btspeedtester and when first test completes then run diagnostic test and post results don't use firefox
try quiet line test dial 17070 option 2 should be quiet and best with corded phone
are you currently using test socket
The DSL checker reported the following:
Downstream Line Rates
ADSL 2+ Up to 4
ADSL Max Up to 3.5
Upstream Line Rate
Up to 0.5
ADSL 2+ 3 to 7
ADSL Max 2.5 to 6.5.
The rest of the information requested will be posted this evening. (If I can work out how to do it).
if still hh4 then you need to got to logs and you are looking for last time router was reset/dropped connection and you should see 2 lines together showing connection speed and noise margin - just copy and paste
The information I have managed to obtain is:
Connection time 0 days 21:30:02
Upstream 440 kbps
Download speed 0.56
Upload speed 0.35
Download speedachieved during the test was - 0.56 Mbps
For your connection, the acceptable range of speeds is 0.1 Mbps-0.5 Mbps.
IP Profile for your line is - 0.51 Mbps
We were unable to identify any performance problem with your service at this time.
It is possible that any problem you are currently, or had previously experienced may have been caused by traffic congestion on the Internet or by the server you were accessing responding slowly.
I am using the test socket.
can you post the full diagnostic result please especially the up profile
if you looks at stats page what does it say for modulation?
The above post was a copy of the latest diagnostic test. Nothing mentioned about modulation.
from the up profile you are on adsl2 and the low speed is probably due to drops in connection and/or manual resets resulting in your conenction ending up in a banded profile this should release automatically but you need a stable 24/7 connection for 3/5 days