Internet impossible to reach stay fast guarantee

[ElliotSmith581]

Good morning

I moved into my property in October where I had to have a new line installed to allow internet to our home. It’s an older bungalow property but the post is right outside out house and the green box is about 250 yards away. The problem I’ve got is that my stay fast guarantee is 31Mbps but I got really inconsistent speeds. When I got home after the new line was installed, my speed was at 12Mbps however since then its never been higher and its dipped as low as 1Mbps. I have had 4 engineers out to look at it now and none have been able to fix the problem. I have been through the whole noise on the line saga, that was cleared by the latest engineer. He swapped my cable over in the box and although my internet slightly increased in download speed to 18Mbps and upload at about 6Mbps, its still not where it should be. The problem is that the engineer has literally told me that it would be next to impossible to get the speed promised because there is too much traffic in one box and it cant deal with the load. I questioned him because the neighbours across the road claim they get about 41Mbps. The lines run from the same pole and the same green box but they are with Vodafone broadband. He said they were just very lucky with their line

What am i supposed to do? Ive had a stay fast guarantee that has never been met. The engineer even showed me that he could see that my line has been poor pretty much from day 1.

If it cant be fixed and there is an obvious problem, why is the speed still advertised as being so high when it’s impossible to get unless ‘you get lucky with a line’.

Ive been more than patiently waited for things to improve but it appears its not going to happen.

If anyone has any suggestions, I’d appreciate the help.

Thank you

[imjolly]

welcome to the BT community forum where customers help customers and only BT employees are the forum mods

in order for the forum members to help please can you post the stats from your router (if hub enter 192.168.1.254 in your browser) and if  HH5 then go to troubleshooting then helpdesk and if HH6/SH2 then advanced settings then technical log information . 

Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal

enter your phone number and post results  remember to delete number   https://www.broadbandchecker.btwholesale.com/#/ADSL

Someone may then be able to offer help/assistance/suggestions to your problem

[pippincp]

The engineer who told you there was too much traffic for the DSLAM (in the cab) to handle was telling porkies.

Post the info @imjolly  has asked for and someone will be able to advise.

[ElliotSmith581]

Thanks for the reply!

However, I don’t understand why he would lie about that? The previous engineer also told me there was a problem in the box but until someone higher up decides to fix it there is nothing that they could do. Our neighbour across the road also said her engineer said that there was a problem in the box and she had to have multiple visits before getting the speed she has.

They told me that they were moving lines from one box to another (or putting a joint in or something along those lines) to relieve some of the traffic, which consequently slowed the other box down because of network traffic increasing.

The engineer said there has been a lot of call outs around our area since they began swapping lines around in the boxes, but he just had to do what was given to him even though he knows what the problem was himself.

I’ll post the router stats once I get home from work.

Thanks!

[licquorice]

Not so much lying as not understanding what he was talking about.

There may well be a problem at the cabinet but your speed certainly won't be anything to do with the amount of traffic it carries. The sync speed between the cabinet and your hub is entirely independent of the amount of traffic the cabinet is carrying. The DSL layer is totally unaffected by the number of customers.