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Theokoles
Aspiring Contributor
1,397 Views
Message 1 of 99

Close to changing provider - can someone please reset my phone line.

Hello, I reported a few days back on here that my upload speed has recently tanked.

 

I have since Live Chatted and also phoned about this issue, and tried a whole plethora of fixes etc etc to no avail.

 

I was getting around 9 mbps upload - I'm now at less than 0.5 mbps.

 

I realise there's no guarantee on upload speed. But surely this is an indicator that something isn't entirely on the up and up?

 

I keep getting told that there's nothing that can be done and BT doesn't guarantee upload speeds.

 

I know this. I have also asked for my phone line to be reset - through chat and by phone. I have been told there's nothing that can be done unless I have a problem with download.

 

Anyone here that can help / reset my line / or point me in the direction I need to go to get some actual help? I know that there used to be a place to email for UK based specialists that were known for fixing things but that doesn't exist anymore apparently.

 

Thanks in advance.

 

 

 

 

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98 REPLIES 98
Theokoles
Aspiring Contributor
1,396 Views
Message 2 of 99

Re: Close to changing provider - can someone please reset my phone line.

Just to pre-empt any questions as to what's been done at my end:

 

1. Reset the HUB? - Check

2. Unplug? - Check

3. Factory Reset? - Check

4. Wired or wireless? - Both

5. Have you tried different router? - Yes

6. Have you tested your speeds through BT - Yes, speed checker, BT wholesale thingy, speedtest.net etc etc - same result!

7. Have you reported it? - Yes

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gg30340
Distinguished Sage
Distinguished Sage
1,394 Views
Message 3 of 99

Re: Close to changing provider - can someone please reset my phone line.

Have you tried connecting to the test socket on the master socket?

 

Have you check to see if there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.

 

Can you run this checker and post back a screen shot of the results. Make sure you delete your phone number before posting.

http://www.dslchecker.bt.com/adsl/adslchecker.welcome

and use this speed tester then scroll down the page and carry out the further diagnostics and post back a screen shot of all the results including your IP profile for up and down. This test must be done with a wired connection.

http://speedtest.btwholesale.com/

If you have a Homehub 5 can you post the stats from 1-12 by logging onto the Homehub management pages then troubleshooting > helpdesk. http://bthomehub.home/

or

If you have the Smart Hub, (Homehub 6) can you go to hub manager then advanced then technical log and post the stats. http://bthomehub.home/


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Theokoles
Aspiring Contributor
1,379 Views
Message 4 of 99

Re: Close to changing provider - can someone please reset my phone line.

Thanks gg30340,

 

Yes I have tried the test socket.

 

No noise to report.

 

BT Wholesale.jpghomehub.jpgdslcheck.jpg

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Webby
Distinguished Sage
1,375 Views
Message 5 of 99

Re: Close to changing provider - can someone please reset my phone line.

Where are you in the world?
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Theokoles
Aspiring Contributor
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Message 6 of 99

Re: Close to changing provider - can someone please reset my phone line.

Aberdeen Scotland.

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Webby
Distinguished Sage
1,364 Views
Message 7 of 99

Re: Close to changing provider - can someone please reset my phone line.

Thought so.

There's a number of users from Aberdeen who have reported this issue this week.

Not sure what the problem is, but you're not the only one.
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Theokoles
Aspiring Contributor
1,361 Views
Message 8 of 99

Re: Close to changing provider - can someone please reset my phone line.

Yeah that might have been me, I did report on Saturday last week 😕

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gg30340
Distinguished Sage
Distinguished Sage
1,344 Views
Message 9 of 99

Re: Close to changing provider - can someone please reset my phone line.

As you are aware there does appear to be some sort of problem in Aberdeen. It might be worth contacting BT and reporting the problem you are having although I doubt Customer Services will be able to help.

 

As an aside, have you tried connecting the HH5 to the master socket on its own rather than through the Openreach modem. This will allow the line stats to be seen where as just now they are in the modem and can not be accessed unless you hack the modem.

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Theokoles
Aspiring Contributor
1,339 Views
Message 10 of 99

Re: Close to changing provider - can someone please reset my phone line.

Yeah I've tried that, thanks.

 

I'm a little disconcerted though - if there is a problem in Aberdeen it's not one that BT are A aware of or B care about since it relates to upload speed.

 

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