Download speed low

[pippincp]

Pity the compensation scheme has been suspended since April then.

[hairydan]

It has now been longer than 10 days and my speed remains the same although this from the status page shows the router has been working nearly 11 days but the network restarted 1 day and 10 hours ago.

I have attached the technical log page also and a new speedtest.

So could a moderator please contact me and let me know how we can move ahead and fix this.

[imjolly]

did you hub drop connection hence why connection time is only 1+ day?  

until you can get a stable connection for at least 14 days but probably much longer you are not going to get any improvement in connection speed.  If you are constantly dropping connection and/or resetting to try and improve speed then you need to get engineer visit to solve the connection problem then speed will improve

there is nothing mods can do to help until you get line stable

[hairydan]

I did have a HH5 which started to crash every day, this was replaced by the Smart Hub 2 which has been connected solid since it was plugged in. The HH5 used to crash and the only way to get it to reconnect was to reboot it, the Smart Hub 2 hasn't been rebooted by me.

I don't know why the network dropped, if you look at the first picture the uptime of the router is nearly 11 days but for some reason the network dropped out nearly 2 days ago. So are you saying that the clock has reset because the network dropped two days ago, and I will have to wait another 14 days?

If that's so hopefully you can understand why I am a little frustrated and would like to get it sorted. That will then mean that I will have been paying for a months worth of contract and not had the guaranteed speed. The sales team who renewed my contract told me I had a guarantee in place but in a previous reply I have been told there is no guarantee in place as it has been suspended!

That is why I would like to speak to an actual BT employee about this.

[imjolly]

the 11 days you mention is just the length of time your hub has been switched on and has has no bearing on your 1 day connection time.  The drop in connection may easily have been caused by a line problem most likely noise and may well need engineer visit to get line stable

with the resets you were previous doing, the change of hub and various restarts and also line dropping I would doubt the DLM will make any changes in 14 days assuming your line can be stable for that long

as I said you need engineer visit and phone 151

[hairydan]

OK I will ring 151 and report the fault, thank you.

[hairydan]

Well this has been going on for over a month now and I'm still no further forward, as requested I raised a fault with 151 and they said you have a fault on the line which we will dispatch an engineer to the exchange to fix it. Get a notification saying fault closed, fault repaired everything should be back to normal, but it wasn't.

Opened another fault with BT and they say there's a problem on your line we will dispatch an engineer to fix it, you don't need to be in. Get a notification saying fault fixed but guess what it wasn't.

Rang again and they say we are sending an engineer to your house, engineer arrives and plugs his laptop in and a phone and says you have too much noise on the line but I'm a broadband engineer and you need a phone engineer so he makes an appointment for an engineer to come out on the Friday (This was the Wednesday) He said he was from Cube and I needed someone from Openreach.

Friday comes and goes with no engineer in sight but I get a notification saying fault has been fixed everything should be back to normal now. Guess what everything still the same.

Open another fault and am told there is a problem with the line and the engineers will have it fixed by today (03/09/2020) and I don't need to wait in for them. Broadband still slow so fault not fixed again. Rang up to inform them that the fault is still present and get a guy from Dublin who was very nice on the phone but said he was having a problem with his computer and would have to ring me straight back and guess what I'm still waiting.

So he rang me back and has booked an engineers appointment for next Monday.

Every time I ring the fault help line I spend an average of 45 minutes on hold to get through which I can appreciate people are not working properly yet and some are working from home but I am at a loss what to do next.

Every time the fault line seems to find a fault on the line and an engineer supposedly fixes it, but when I ring again after the engineer has been out they still find a fault on the line.

I'm not expecting you guys to give me an answer as I realise you don't work for BT, I'm just really updating the post about the problem still being on going. But if one of the moderators wants to get in touch and help please do, I really am at a loss as to what I can do now.

[Matt-S]

Hi @hairydan,

Welcome back to the Community and thanks for taking the time to post.

I'm really sorry to hear about the horrible experience you have had with your connection.

We wouldn't be able to get you an engineer appointment before Monday at this point but if the engineer doesn't fix the fault on Monday let us know. We can then take on your case and case manage it until resolution.

Thanks

Matt

[pippincp]

The Qube engineers (as they are called) cannot touch or alter any Openreach equipment and are therefore about as useful as a chocolate fireguard if you have a fault.

[hairydan]

Hi @Matt-S thanks for that, we will see what happens on Monday.