I'm trying desperately to resolve an issue that has been rolling for a month with BT regarding my broadband speed.
In October, I was running at about 18Mb (nothing super quick, but I live in the country and it's acceptable). At the end of October, I reviewed my account with BT and signed up for another term with the same conditions applied to my telephone and broadband
A short while after, my speed dropped off and ever since I have been between 7-8Mb maximum.
I was then subjected to hours of call queue waiting and speaking to various individuals based offshore.
Initially, I was told the fault was my router. Replacement sent and fitted. Six days later and still 8Mb.
Engineer sent to review exchange. Arrived at my house instead and checked my home. All OK. He said that he had no remit to check the exchange. 10 days later and still 8Mb.
Another call with BT India who then said it must be the exchange and sent out another engineer to check the exchange.
This is where I need a layman's explanation. The Openreach engineer says that everything looks fine, but says I'm on a 8Mb circuit that he cannot affect and that the change to the faster must be instigated by BT.
Called BT India and e tells me there is no such thing as two circuits and that the engineer is talking nonsense. He stated that Openrach were always doing this and their behaviour was terrible.
He then checked my line and said that the filter was at fault and would send me a new one. This is the same filter that has been checked by an openreach engineer.
I have no idea who is telling the truth. Is there two circuits? (Reading the posts on this forum, there appears to be two types of ADSL). Could I be on ADSL Max and need ADSL 2? How is this done?
I just need some good advice in language I can understand!!!! Help please
Solved! Go to Solution.
Thank you John46
I've added the screen shots
Quiet line is very quiet.
I'm running a hub 4 and not sure how I access the log you mention.
The only change to my system since the start of the issue has been the new hub which made no difference. I've still got the original filter.
Sorry for the lack of technical expertise.
These guys have been running rings around me and Im feeling so frustrated.
Thanks for your guidance
Hi @cheshireclaret Welcome to the forum and we will be happy to help you with this if you send us your details. You can contact us by clicking on my user name and selecting contact the mods.
just had a call and I explained the information that you had me add to the thread.
They have agreed that they have renewed my contract using the ADSL 8Mb circuit and they will now move me over.