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simonm
Aspiring Contributor
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Message 1 of 12

Connection speed is shocking, not happy!!!!

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Hi,

 

I transfered over to BT Broadband a few months ago from another provider.  With the other provider i had a consistent connection speed of between 4.5 and 5mb.

 

I've recently been suffering with a speed of 300 - 400kbps.  I contacted BT (in India!!!!!) and got told that there was a problem with some equipment and this would be fixed and i would receive a phone call on 5th September, 10 days after my original call to make sure everything was fine.

 

Well tonight, 2nd September the connection has gone down to 77kbps and is virtually unusable as you can imagine, so i phoned again.  Now i get told there is a network issue.

 

BT, this is totally unacceptable treatment of a customer.  I am very angry at why this is taking so long to sort out, why can you not just get this sorted?

 

Your repsonse will be appreciated.

 

Rgds,

 

SDM

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11 REPLIES 11
Distinguished Sage
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Message 2 of 12

Re: Connection speed is shocking, not happy!!!!

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Hi Welcome to the forums

If you post the full stats from your router

For homehub – type 192.168.1.254 into your browser

Navigate to ADSL Settings or use the A-Z at the top right of the home page and scroll down to ADSL Settings and click on it

Click on More Details and then post the full results.

also post the full results from http://speedtester.bt.com/

or http://bt.custhelp.com/app/answers/detail/a_id/9354/c/346,4740,5520 and post the results .

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

Then someone here may be able to help and offer more advice.

This is a customer to customer self help forum the only BT presence here are the forum moderators
simonm
Aspiring Contributor
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Message 3 of 12

Re: Connection speed is shocking, not happy!!!!

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Hi,

 

Thank you for replying to my post, sorry if it seemed like a rant but i'm getting no answers from India.  When i called the support line last night i also got told that i wasn't to call then again about this issue!!!

 

I called the number you gave for the quiet line test, nothing heard.

 

Here are the results from the router ASDL information and below that the Speedtester results:

 

Connection information
Line stateConnected
Connection time1 day, 0:08:47
Downstream8,128 Kbps
Upstream448 Kbps

ADSL settings

VPI/VCI0/38
TypePPPoA
ModulationITU-T G.992.1
Latency typeFast
Noise margin (Down/Up)9.6 dB / 11.0 dB
Line attenuation (Down/Up)27.0 dB / 17.0 dB
Output power (Down/Up)19.7 dBm / 11.9 dBm
Loss of Framing (Local)0
Loss of Signal (Local)0
Loss of Power (Local)0
FEC Errors (Down/Up)0 / 0
CRC Errors (Down/Up)2205 / N/A
HEC Errors (Down/Up)N/A / 3
Error Seconds (Local)2148

Speedtester results:

 

This Test comprises of two tests

1. Best Effort Test: -provides background information.

 Download  Speed
 921 Kbps
  
0 Kbps7150 Kbps
Max Achievable Speed

 

 Download speed achieved during the test was - 921 Kbps
 For your connection, the acceptable range of speeds is 600-7150 Kbps.
 Additional Information:
 Your DSL Connection Rate :8128 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
 IP Profile for your line is - 7150 Kbps


2. Assured Rate Test: -provides background information.

 Download Speed
 546 Kbps
  
0 Kbps600 Kbps
Max Achievable Speed

 

 Download speed achieved during the test was - 546 Kbps
 For your connection, the acceptable range of speeds is 576-600 Kbps.
 Additional Information:
 Assured Rate IP profile on your line is - 600 Kbps

Thanks,

 

sdm

 

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Distinguished Sage
Distinguished Sage
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Message 4 of 12

Re: Connection speed is shocking, not happy!!!!

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you are on adslmax with the max connection of 8128 and the correct profile of 7150.  the problem is your throughput is very low for your profile.  try checking your exchnage for problems  http://usertools.plus.net/exchanges/mso.php

http://usertools.plus.net/exchanges/?

http://btbusiness.custhelp.com/app/service_status

http://bt.custhelp.com/app/answers/detail/a_id/15036

 

if there are no problems then you need mod assistance http://bt.custhelp.com/app/contact_email/c/4951




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simonm
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Message 5 of 12

Re: Connection speed is shocking, not happy!!!!

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Hi all,

 

Is it possible for any mods to step in here please, to save my sanity?

 

I had a BT engineer come to my house yesterday to carry out tests on the the line etc.  All tests were 100% and no problems were found with the line.  The problem is that during the mornings and early afternoon i'm getting about a 7.8mb connection, then it drops of to anything as low as 77kbps.

 

The engineer said that he could solve the problem by switching me over to another box in the exchange.  He went to the exchange, my line dropped whilst he tried to move me.

 

But then when he phoned me back, he said that unfortunately there was nothing he could do because there wasn't any space left and basically the problem is that there isn't enough bandwidth to go around, which is why we're suffering the slow speed.

 

Now i've just had a call from India to tell me that they need to arrange for a BT engineer to come to my house to carry out a line test, AGAIN!!!!!

 

I'm sorry, but the service in India is far from useful.  I know they read from a script but i'm finding this process very frustrating.

 

It seems obvious to me that more equipment or an upgrade is needed urgently to resolve this issue.

 

Thanks,

 

SimonM

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Message 6 of 12

Re: Connection speed is shocking, not happy!!!!

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did you email the mods after my previous post with the mod link?  if so was it the mods who arranged the engineer's visit?



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simonm
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Message 7 of 12

Re: Connection speed is shocking, not happy!!!!

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Sorry imjolly,  BT rang me the day after my post with the appointment.

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Message 8 of 12

Re: Connection speed is shocking, not happy!!!!

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need to wait until the second engineer has been - you never know maybe he can do something that first engineer could not

 

just stress connection speed is good but it's your throughput/download that is a problem



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simonm
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Message 9 of 12

Re: Connection speed is shocking, not happy!!!!

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I would, but when i told the call centre an engineer had already been they said they would not send another one.

 

Round and round in circles.

 

Thanks,

 

SimonM

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Distinguished Sage
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Message 10 of 12

Re: Connection speed is shocking, not happy!!!!

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hi then you need to contact the mods and get them to look at your throughput this is a link to them
http://bt.custhelp.com/app/contact_email/c/4951
they normally reply by email or phone within 72 hours

They are a UK based specialist team who have a good record at getting problems solved
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