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Newbie
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Message 1 of 5

Internet dropping and slowing.

Our old package with BT was fine, until one day out 6mb download went all the way down to 0.02, out upload to even less. After battling with BT for nearly 3 weeks we ifnally managed to get a Fibre optic package installed and setup. We were also told that we wouldnt be charged because the fault was with BT and they made many mistakes alond the way, including keeping us disconneceted for 2 weeks, this was a lie, we have been charged every step of the way. 

 

However a new set of problems has now presented itself, not a month after we had out new service installed set up and tested, it starts dropping, and the phone line is dreadful. It's so bad its hard to hear anything at all, and the internet connection can drop once a day, or every 5 minutes. We have experienced 50 plus drops a day lasting 5 minutes or so, its funny because BT claim an engineer will monitor our connection for a month to ensure its STABLE and at the QUOTED SPEED. The connection is not stable at all. And the quoted 55mbs download has dropped all the way down to 30mbs and the download has halfed from 10mbs to 5. 

 

So is this a case of blatent throttiling, or is there a problem with our BRAND NEW equipment. NOTE we did see an engineer twice with his head in out box accross the road before these issues started taking place.

 

Any advice? Surely somthing has to happen, we cant pay for this

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Distinguished Sage
Distinguished Sage
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Message 2 of 5

Re: Internet dropping and slowing.

BT do not throttle connection so the problem is elsewhere

 

try quiet line test. Dial 17070 option 2 should be quiet and best with corded phone. IF line noise report a phone fault to 151. Get rid of line noise and broadband will improve



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Moderator
Moderator
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Message 3 of 5

Re: Internet dropping and slowing.

Hi @Louis12345 and welcome.

 

@imjolly is correct. If you're getting noise on the line it will have a negative effect on the broadband connection so your best bet would be to report a line fault. You can do that via 151 or you can chat with our live chat faults team online.

 

Cheers

 

David

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Newbie
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Message 4 of 5

Re: Internet dropping and slowing.

Hi, an engineer came today, line relatively quiet, but our speeds are still mile off of what we are quoted, and connection continues to drop at least twice an hour.
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Distinguished Sage
Distinguished Sage
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Message 5 of 5

Re: Internet dropping and slowing.

Is the line quiet - no noise apart from quiet line test announcement?  If still noise on quiet line test from test socket with filter then need engineer again until line quiet

 

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

 

 

 

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

 

 

 

are you using the test socket with a new filter?



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