Hi, just to be upfront I am outside the contract period, have been since February 2020. When I last signed a contract with BT they said an engineer would visit the property and fix the speed issues, they were then at a measly 49mbps, the engineer never bothered to show up.
That propels me forward to today and my growing concerns regarding the broadband speeds. I will post some screenshots below.
If this is the wrong section please move it, thanks.
Telephone Checker (landline number input)
Postal Code Checker
I was originally on BT Infinity 2. All the packages have changed in the past few years. I think I was assigned to some BT Halo + package.
Which contact number is the best to get in touch with the support team? In the past I always end up in discussion with somebody abroad who are less than helpful. They may say the right things after the introduction but they never follow through with any of it. I really need a line reset as well as the engineer checking the stability of the line because these speed drops have been a gradual process over the years. They stabilise for a while then they drop some more. They never recover some, they just continue to drop over time.
I'm not willing to sign a contract extension unless they correct the speed issues. I also need whatever the latest BT Hub is because the BT HUB 5 I have is running into issues with the 5ghz wifi. Since that HUB update arrived in February 2019 the 5ghz wireless sometimes disappears and refuses to connect upon a automatic HUB reset.
Also, what is the process of faceplate and corded phone? If I do get an engineer out I don't want to be charged if the fault lays in the property. As is always the case I expect the problem to be external but best to be sure.
It would be nice if a moderator could pick this up, but I expect they won't, let's hope.
A further update.
I bought a Broadcom router with lots of stats. Ran some tests, 0 CRC and 0 ES errors on the line yet the router still resynced with the cabinet after only 8 days. Sync speed was the exact same upon return but the throughput increased by 2Mbps. I have access to the router stats and I have also downloaded a live monitoring application called dslstats, very handy tool to have.
I requested a dlm reset earlier this week, when pressed they said they couldn't initiate a remote line reset and I would need an engineer, problem is engineers never get to the bottom of whatever the problem is on my line. I understand full well that crosstalk has negatively impacted my line and I will probably never be able to achieve 70-75Mbps again but this resyncing with the cab and the data sync dropping over time vs a much higher max attainable is clearly a fault somewhere.
An engineer is expected next week (if they turn up) and the person I wrote to on live chat said they have wrote a note about the dlm reset, but even if an engineer does show up, does something then decides to reset the line, whose to say that problem will not repeat itself in a month, two, three? It's been an on-going issue for years. Slight losses to speed over a period of time. I just hope whoever turns up next week is competent and resets the dlm. If not though can a moderator please chime in and help. The last time I requested a dlm reset years ago, an engineer turned up, replaced the faceplate, did something briefly at the pole, went to the cab and also set up his kit at the house and said that's the best I'm going to get. Even though the HUB at the time had a max sync rate 20Mbps higher than my current sync. Same thing now., but with even lower speeds.
