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Makokus
Aspiring Contributor
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Message 1 of 21

I was on 8 Mb was promised 20 Mb and they left me with 239Kbps!!!

I've been with BT for 2 years on an 8Mb plan with more than decent download speed of 6.5 Mb. In 2 years not a simple outage and the download speed has been steady. Last Thursday 3/3/2011 I was going to be upgraded to 20 Mb (they told me around 17Mb real speed). Well at the moment I'm running on 239Kbps (yes 239Kbps) down and 321 Kbps up. After several calls to India and having asked for escalation someone told me it can take up to 10 days to get max speed. I find this unacceptable and don't understand why I have to be left with 3rd world speeds for 10 days. No one in BT seems to be having an answer and all they keep doing is "how many screws has your BT box" or "are they in the middle or at the bottom". I have tried 3 different routers, 3 cables, 3 filters and connected either by Wi Fi and LAN with the same result. Connecting my router to th external BT box doesn't make any difference. I have brought the neighbour's line onto my property and evertyhing looks fine so nothing wrong on my side. Hope someone can give me some guidance. Many Thanks

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Highlighted
Distinguished Sage
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Message 2 of 21

Re: I was on 8 Mb was promised 20 Mb and they left me with 239Kbps!!!

Hi you are in a 10 day line training period during this time the speed of your connection will vary and your hub will reconnect as it does this it is a normal process and it happenens on all adsl2+ lines just a matter of waiting Bt wil do nothing regarding line speed until that training period is over for information al isps that run adsl2+ have line training periods 

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Makokus
Aspiring Contributor
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Message 3 of 21

Re: I was on 8 Mb was promised 20 Mb and they left me with 239Kbps!!!

John,

 

Thanks for your reply however I think even if I'm on a training period I should at least be getting the 6.5 MBs that I was getting before. I'm being charged for a service BT is not giving me. As you can imagine 239 Kbps is not acceptable at all. I had to get myself a 3G dongle so at least I can browse the net at a decent speed. Never heard of any ISP leaving their customers with such low speeds even on a training period.

 

Cheers


@john46 wrote:

Hi you are in a 10 day line training period during this time the speed of your connection will vary and your hub will reconnect as it does this it is a normal process and it happenens on all adsl2+ lines just a matter of waiting Bt wil do nothing regarding line speed until that training period is over for information al isps that run adsl2+ have line training periods 


 

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Trevorh_211
Contributor
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Message 4 of 21

Re: I was on 8 Mb was promised 20 Mb and they left me with 239Kbps!!!

I switched from Tiscali, (Talk Talk) where I was getting 3.8MB. When taking up BT I was told that 5MB was possible, (sales people what would you expect). That wasn't actually my reason for swapping. On cut over I initially still got 3.8MB. Running the tests on the BT site, it said my service was configured to run at 4MB. Now out of the 10 day training period, the speed is noticeably slower, and the tests say I'm now configured to get 3.5MB (actualy now getting 3MB). That's having added in the BT I Plate as well.Smiley Indifferent

 

I didn't expect to get improved speed, but didn't expect the speed to deteriorate. Given I am now paying a lot more for a poorer service, will BT do anything if I ask?   

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Distinguished Sage
Distinguished Sage
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Message 5 of 21

Re: I was on 8 Mb was promised 20 Mb and they left me with 239Kbps!!!

I would agree that if it was me I would expecft at least the speed I had.  However as John46 said there is a training period ans all the changes you have been trying to fix the problem have probably made the matter worse.  resets/restarts are the worst thing for your connection.

 

if you want some suggestions/help from the forum can you post the adsl stats from your router may need to 'show detail' to get all stats (if hub enter 192.168.1.254 in your browser and navigate to adsl or use a-z, if netgear enter 192.168.0.1) and run btspeedtester http://speedtester.bt.com and post the results.



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Trevorh_211
Contributor
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Message 6 of 21

Re: I was on 8 Mb was promised 20 Mb and they left me with 239Kbps!!!

edited my post to correct "Not out of training period" to "Now out of training period"

I'm puzzled about all these changes I've apparently been making? I've fitted an I-plate which BT actually recommend, but I've not changed anything other than that.
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Trevorh_211
Contributor
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Message 7 of 21

Re: I was on 8 Mb was promised 20 Mb and they left me with 239Kbps!!!

FAQ

Results Image not loaded

Test1 comprises of two tests

1. Best Effort Test: -provides background information.

Download Speed
3012 Kbps
  
0 Kbps4000 Kbps
Max Achievable Speed
 Download speedachieved during the test was - 3012 Kbps
 For your connection, the acceptable range of speedsis 1200-4000 Kbps.
 Additional Information:
 Your DSL Connection Rate :4497 Kbps(DOWN-STREAM), 1072 Kbps(UP-STREAM)
 IP Profile for your line is - 3500 Kbps
The throughput of Best Efforts (BE) classes achieved during the test is - 5.65:22.71:71.66 (SBE:NBE:PBE)
These figures represent the ratio while sententiously passing Sub BE, Normal BE and Priority BE marked traffic.

The results of this test will vary depending on the way your ISP has decided to use these traffic classes.

2. Upstream Test: -provides background information.

Upload Speed
882 Kbps
  
0 Kbps1072 Kbps
Max Achievable Speed
>Upload speed achieved during the test was - 882 Kbps
 Additional Information:
 Upstream Rate IP profile on your line is - 1072 Kbps


We were unable to identify any performance problem with your service at this time.
It is possible that any problem you are currently, or had previously experienced may have been caused by traffic congestion on the Internet or by the server you were accessing responding slowly.
If you continue to encounter a problem with a specific server, please contact the administrator of that server in the first instance.

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Trevorh_211
Contributor
362 Views
Message 8 of 21

Re: I was on 8 Mb was promised 20 Mb and they left me with 239Kbps!!!

Router event log follows, had to reset last night, no Broadband at all otherwise. Any help appreciated, even if it's contact BT.

 

Mar 6 13:34:24 2011

(68443.460000) Admin login successful by 192.168.1.66 on HTTP

Mar 6 12:19:25 2011

(63944.820000) Socket error

Mar 6 09:42:26 2011

(54526.000000) Mar 6 09:42:26 [74]: l2tpd: Error: Invalid length field 33152 greater than received datagram size 49

Mar 5 18:34:54 2011

( 73.120000) HTTP server returned error 404

Mar 5 18:34:52 2011

( 71.680000) WGET: Error connecting to host https://pbthdm.bt.motive.com/cwmpWeb/CPEMgt (66.193.112.93:443)

Mar 5 18:34:16 2011

( 54.250000) RTNL: Received ERROR reply 'No such process' for message type 0x19

Mar 5 18:34:11 2011

ERR 2003-01-01T00:00:31Z cwmp: mt_cwmp: session error: Could not resolve host

Mar 5 18:34:05 2011

( 43.380000) danube_dsl_ioctl:88: Failed ioctl 250 errno 22

Mar 5 18:34:05 2011

( 43.380000) danube_dsl_ioctl:88: Failed ioctl 255 errno 22

Mar 5 18:34:05 2011

( 43.380000) danube_dsl_ioctl:88: Failed ioctl 290 errno 22

Mar 5 18:34:05 2011

( 43.380000) danube_dsl_ioctl:88: Failed ioctl 270 errno 22

Mar 5 18:34:05 2011

( 43.300000) danube_dsl_ioctl:88: Failed ioctl 250 errno 22

Mar 5 18:34:05 2011

( 43.300000) danube_dsl_ioctl:88: Failed ioctl 255 errno 22

Mar 5 18:34:05 2011

( 43.280000) danube_dsl_ioctl:88: Failed ioctl 290 errno 22

Mar 5 18:34:05 2011

( 43.280000) danube_dsl_ioctl:88: Failed ioctl 270 errno 22

Mar 5 18:33:48 2011

( 25.640000) DVA started

Mar 5 18:33:46 2011

( 24.470000) sys_if_stats_reset failed for atm0

 

 

 

 

 

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Distinguished Sage
361 Views
Message 9 of 21

Re: I was on 8 Mb was promised 20 Mb and they left me with 239Kbps!!!

Hi
you have a connection rate of 4.5mb and your ip profile of 3.5mb is correct for that speed and your download speed is also where it should be it would help if you would post your full hub stats 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.

then someone may be able to help and offer more advice.
Makokus
Aspiring Contributor
355 Views
Message 10 of 21

Re: I was on 8 Mb was promised 20 Mb and they left me with 239Kbps!!!

These are my connection details : Uptime: 0 days, 14:42:25 Modulation: G.992.5 annex A Bandwidth (Up/Down) [kbps/kbps]: 321 / 239 Data Transferred (Sent/Received) [MB/MB]: 36.71 / 193.56 Output Power (Up/Down) [dBm]: 9.5 / 0.0 Line Attenuation (Up/Down) [dB]: 9.5 / 18.5 SN Margin (Up/Down) [dB]: 19.0 / 37.0 Vendor ID (Local/Remote): TMMB / IFTN Loss of Framing (Local/Remote): 0 / 0 Loss of Signal (Local/Remote): 1 / 0 Loss of Power (Local/Remote): 0 / 0 Loss of Link (Remote): 0 Error Seconds (Local/Remote): 1 / 0 FEC Errors (Up/Down): 0 / 0 CRC Errors (Up/Down): 0 / 0 HEC Errors (Up/Down): 0 / 0 Line Profile: Fast
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