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Message 1 of 3

Internet is very slow, poor customer service.

I've been with BT for as long as i can remember but i feel like i'm being put aside, instead of being a valued customer. I've been having a very slow connection recently, when my son is downloading his games he had a esitmated download time of 12weeks? like i'm sorry but are you taking the **bleep**?


My speed checker is showing 2.5MB but yet im getting 50kbs or 100kbs download speeds? I have 2 children who one of them likest too play Counter-Strike on his pc yet he gets 600PING which ive witnessed which is unplayable and the other who just does homework on het laptop, yet only one can go on it at the same and the other wont be able to open google..?


I've phoned into BT many times, more than the ammount of fingers i have and they always say the same thing and never get the problem solved? Around about 2 years ago my internet was alot faster i had around about 500kbs download which is alot better than 50ishkbs, so how can i go back to that speed? I live in a remote area but a person down the road get like 1mb download on steam so why is mine so low?


Also i'm fed up of watching youtube on the lowest quality, i dont skint on my internet package either and i feel like im being treated unfairly, so if anyone has any suggestions i'm happy to recive them.


Just thought i'd mention they both use ethernet cables.

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Message 2 of 3

Re: Internet is very slow, poor customer service.

Hi Welcome to the community forums

Have you tried the quiet line test dial 17070 option 2 you should hear no noise if you can hear noise then it needs reporting to BT faults on 151 with no mention of broadband
in the call are you connected to the test socket using a new filter

if using a hub 4 locate these lines located in the hub logs
Lines should look like this
19:11:29, 07 Nov. (2290101.460000) DSL noise margin: 7.00 dB upstream, 6.10 dB downstream
19:11:29, 07 Nov. (2290101.390000) DSL line rate: 448 Kbps upstream, 288 Kbps downstream

if u The stats for the Home Hub 6 can be found on the Information page from then Advanced Settings -> Technical Log. 

Can you run this checker and post back a screen shot of the results. Make sure you delete your phone number before posting.

Can you use this speed tester then carry out the further diagnostics and post back a screen shot of all the results including your IP profile for up and down.

This test must be done with a wired connection.

once you have posted the information asked for then the community members can help you more

Thank You
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Message 3 of 3

Re: Internet is very slow, poor customer service.

Hi @TomBarnett and welcome.


If you can post the details as requested by @john46 I'm sure we'll be able to help you.





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