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Aspiring Contributor
515 Views
Message 1 of 45

Issue Number 2: Slow Broadband

After it took weeks to get my number ported, my next issue is broadband speed. I thought it would get sorted after my number porting issue was sorted, but it hasn't. Connection setup on 11/11/2016.

 

I don't know how to post screnshots on here, so I'll have to list speedtests manually.

 

20/11/2016, 11:11am, Download 3.61, Upload 10.04

20/11/2016, 11:20am, Download 29.46, Upload 9.72

21/11/2016, 4:49pm, Download 16.45, Upload 8.53

22/11/2016, 7:57pm, Download 14.59, Upload 9.84

27/11/2016, 8:56am, Download 38.67, Upload 9.70

01/12/2016, 4:58pm, Download 17.50, Upload 9.41

04/12/2016, 9:28am, Download 11.42, Upload 9.60

05/12/2016, 8:52am, Download 26.86, Upload 9.69

06/12/2016, 7:49am, Download 35.98, Upload 9.19

09/12/2016, 12:34am, Download 37.07, Upload 9.73

10/12/2016, 12:26pm, Download 6.72, Upload 8.59

17/12/2016, 11:23am, Download 11.79, Upload 7.75

19/12/2016, 11:07am, Download 22.70, Upload 9.70

19/12/2016, 8:16pm, Downlaod 16.59, Upload 9.64

 

It's been over a month since I've been connected, so it's not just "settling in", and it's not just at peak times. I left Virgin Media and the 51mbps+ for this "Infinity"?

 

Waits for the excuses...

 

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44 REPLIES 44
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Sage
484 Views
Message 2 of 45

Re: Issue Number 2: Slow Broadband

No excuses as this is a customer to customer support forum. Those results look like they are from speedtest.net so won't be acctpted.

 

The only acceptable (to BT) speed test result is the further diagnostics one from HERE.  You have to run the first test before the option is available (long winded I know).

 

Uploading screenshots, click on the icon to the right of the link one and browse you m/c for the image, upload and include.

 

2016-12-19 23_42_23-Reply to Message - BTCare Community Forums.png

 

As of now what have you attempted to resolve the problem? Being an ex VM user I assume you know how to navigate the router (sorry if I'm wrong) so the connection stats the router gives would be helpful.

 

Have you tried a quiet line test? 17070 option 2? Any noise on the line report as a line fault.

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Distinguished Sage
Distinguished Sage
461 Views
Message 3 of 45

Re: Issue Number 2: Slow Broadband

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Highlighted
Aspiring Contributor
443 Views
Message 4 of 45

Re: Issue Number 2: Slow Broadband

Untitled.jpg

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Highlighted
Aspiring Contributor
427 Views
Message 5 of 45

Re: Issue Number 2: Slow Broadband

I've tried the quiet line test, I hear nothing.

 

I do not know how to access the connection stats

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Highlighted
Aspiring Contributor
421 Views
Message 6 of 45

Re: Issue Number 2: Slow Broadband

Have you contacted the Technical Helpdesk about your erratic / slow speeds? Call them on 0800 111 4567 (don't put your number in, or confirm your number when the automated lady asks you to...you get through to the helpdesk directly).
What was the speed you were advised of on your order? (the order should say a range in which your speed should be).
Are you testing wired or wireless?
If wireless, which band are you using (2.4Ghz / 5Ghz)?

===========================================

1. Is hub in the right 'hole'? If you have a '2-hole' socket, put the ADSL cable into the small square hole...
2. Make sure you are connecting to the correct 'SSID' e.g. BTHub6-1234
3. If you 'work from home', use a business line, not a residential line.
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Highlighted
Aspiring Contributor
417 Views
Message 7 of 45

Re: Issue Number 2: Slow Broadband

I contacted them a couple of weeks ago, and was told it needs time to "settle in".

 

Order email says "We estimate your download speed will be between 54Mb and 55Mb, and your upload speed will be between 9Mb and 10Mb

 

The minimum guarateed speed you can expect from your BT Infinity will be 50Mb"

 

I am testing wired.

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Distinguished Sage
Distinguished Sage
414 Views
Message 8 of 45

Re: Issue Number 2: Slow Broadband


@christographer wrote:

I've tried the quiet line test, I hear nothing.

 

I do not know how to access the connection stats


Which BT home hub do you have?

 

If its the smart hub, then this is the link you need to get that info.

 

http://192.168.1.254/0000012803/gui/#/technicalLog/information

 

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Aspiring Contributor
407 Views
Message 9 of 45

Re: Issue Number 2: Slow Broadband

1.jpg2.jpg

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Highlighted
Distinguished Sage
Distinguished Sage
405 Views
Message 10 of 45

Re: Issue Number 2: Slow Broadband

Why has it only been connected for 26 minutes, are you restarting or disconnecting it?

 

You are connected at 55Mbs which is the upper linit for BT Infinity 1.

 

Can you run the speed test again, and then select "further diagnostics" and show the result?

 

 

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