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Message 1 of 3

Changed provider, immediately dumped on minimum guaranteed speed 54mbps - not happy.

I have recently moved to a BT produce after 4 years with PLUS NET. Line was stable at 64mbps down, 19mbps up. I can literally see the green cabinet from my house. Everything was exactly the same up to the point the "switch" took place on 15th June.

Immediately dropped down to a very obvious hard D/L cap of 54. upload is about 18. I also have an additional 10-15ms of unloaded line latency and loaded line latency is nearly double.

Raised an issue via Live Chat on the day the swap happened and i reviewed the line performance, engineer booked for between 8am and 10am today, no show. nothing logged on the "my faults" section on the website. Told by agent that fault is with openreach and needs an engineer to fix.

The internet is littered with the exact same stories. swapped to BT, speeds dive. Am i going to get this acknowledged by BT and restored to its original performance or am I going to have to look at cancelling the contract and changing provider again?


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Message 2 of 3

Re: Changed provider, immediately dumped on minimum guaranteed speed 54mbps - not happy.

welcome to the BT community forum where customers help customers and only BT employees are the forum mods

in order for the forum members to help please can you post the stats from your router (if hub enter 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


enter your phone number and post results  remember to delete number  but leave exchange and cab

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

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Message 3 of 3

Re: Changed provider, immediately dumped on minimum guaranteed speed 54mbps - not happy.


see below. just to repeat, this issue has only happened since swapping to BT. I have a load of latency and bandwidth intensive applications that immediately were not happy the day of the switch and have worked fine for 4yrs prior. The QoS module red-flagged a bandwidth issue as soon as started a video call via VPN. no noise on line silent dial test.

also added line history. the earlier tests are playing with the QoS profiles and wireless. all the others are done wired with the QoS rules capping the DL at 95% of max. last 5 are on BT are with old QoS bandwidth, so the line is capping out. 


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