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Aspiring Contributor
Message 1 of 9

How long is too long?

I reported slow speeds to BT back on the 2nd May.  We went through the speed tests and all the other checks and they agreed there was a problem.  A report has been filed, and I can see it when I log in.  However, the picture of the BT buildings hasn't changed and the slow speed is still there


Should BT be taking over 4 weeks, and not showing any movement on my file


Fault number
Date reported
2 May 2016
Current status
Product affected
Broadband fault
Telephone number




Many Thanks


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Distinguished Sage
Message 2 of 9

Re: How long is too long?

it depends on what the fault is and how long it takes Openreach to resolve

Is anything showing here for your exchange
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Distinguished Sage
Distinguished Sage
Message 3 of 9

Re: How long is too long?

as your internet is still wiorking if you have a HH5 can you go to hub manager then trobleshooting then helpdesk and post 1-12




can you run btspeedtester and when first test completes then run diagnostic test and post results  must be done with wired connection  btspeedtester


are you using the test socket with a new filter 


can you enter your phone number and post results  remember to delete number wholesale FTTC check




try quiet line test   dial 17070 option 2  should be quiet and best with corded phone

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Aspiring Contributor
Message 4 of 9

Re: How long is too long?

 Thanks for replying so quickly.  Only just got home from holiday, so I'm a bit slow in replying.  Here are the results as requested







1. Product name:

BT Home Hub
2. Serial number:+068543+NQ60212575
3. Firmware version:Software version (Type A) Last updated 15/04/16
4. Board version:BT Hub 5A
5. DSL uptime:10 days, 18:25:07
6. Data rate:312 / 39993
7. Maximum data rate:320 / 52790
8. Noise margin:6.2 / 10.6
9. Line attenuation:2.5 / 20.1
10. Signal attenuation:2.4 / 18.6
11. Data sent/received:888.9 MB / 22.8 GB
12. Broadband




Download 12.13

Upload 0.25

Ping 43



Exchange WEST MALLING is served by Cabinet 20


VDSL Range A (Clean)53.54013.58.8--Available----
VDSL Range B (Impacted)4022.410.65.1--Available----
WBC ADSL 2+Up to 7--6 to 8Available----
WBC ADSL 2+ Annex MUp to 7Up to 16 to 8Available----
ADSL MaxUp to 4.5--3 to 7.5Available----
WBC Fixed Rate2 ----Available----
Fixed Rate2 ----Available----
VDSL Multicast------Available----
ADSL Multicast------Available----



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Distinguished Sage
Message 5 of 9

Re: How long is too long?

Was the speedtest done with a wired or wireless connection?
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Aspiring Expert
Message 6 of 9

Re: How long is too long?

To me it like either a line fault or your Home Hub is faulty - just look at the upload speed and the attenuation it is reporting.

if you haven't, I would try leaving the home hub disconnected overnight when no one is using it and seeing if lines 6/7/9 improve when you reconnect it. Ideally try a new filter as well if you have one.


if that doesn't help you may want to borrow a home hub from a friend to see if the line results are similar - otherwise I think you need an engineer

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Aspiring Contributor
Message 7 of 9

Re: How long is too long?

Thanks for the answers everyone.  The test was wired.  I'll leave the hub off overnight and re-do the tests again.  The filter was a new one that came with the hub.



Thanks again



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Aspiring Contributor
Message 8 of 9

Re: How long is too long?

1. Product name:BT Home Hub
2. Serial number:+068543+NQ60212575
3. Firmware version:Software version (Type A) Last updated 15/04/16
4. Board version:BT Hub 5A
5. DSL uptime:0 days, 00:13:10
6. Data rate:292 / 50766
7. Maximum data rate:297 / 51002
8. Noise margin:6.0 / 6.1
9. Line attenuation:2.8 / 20.4
10. Signal attenuation:2.8 / 18.9
11. Data sent/received:380.5 MB / 6.8 GB
12. Broadband



Turned everything off overnight.  Retested and 6/7/9 don't seem to have improved.  I've got a direct feed into the test socket and the speeds from BT Wholesale site are 11.29 down/0.26 up/54.63 ping.


Think I might need to upgrade to an engineer


Paste from BT Performace page after changing domain name for my records to BT


Home Image not loadedTesting Image not loadedResult Image not loaded

Results Image not loaded



1. Best Effort Test: -provides background information.

 Download Speed
 12.08 Mbps
0 Mbps49.14 Mbps
Max Achievable Speed

 Download speedachieved during the test was - 12.08 Mbps
 For your connection, the acceptable range of speedsis 34.4 Mbps-49.14 Mbps .
 Additional Information:
 IP Profile for your line is - 49.14 Mbps

2. Upstream Test: -provides background information.

 Upload Speed
 0.21 Mbps
0 Mbps10 Mbps
Max Achievable Speed

Upload speed achieved during the test was - 0.21Mbps
 Additional Information:
 Upstream Rate IP profile on your line is - 10 Mbps

Your service was found to be performing poorly.
Please raise a fault with your service provider, stating that the BT Performance Tester tool indicates poor service throughput performance after the third test.


Please visit the FAQ if you are unable to understand the test results.

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Distinguished Guru
Message 9 of 9

Re: How long is too long?

Hi. Can I suggest you don't keep switching the hub on and off. This will not help you achieving the maximum speed your line will support.
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