Moved Home - Now Speed is half of what it should be.

[wayneunique]

I do hope someone can help. 

I moved home four weeks ago, opted for the BT Home Move, I was moving over all my services from the old house so an engineer came out and installed BT Infiniity 2 and also BT TV (with the Ultra HD Box/Channel).

He test everything after he was finished and I was getting great speeds and my UHD BT Sports channel working fine but after a few days everything changed. My speeds now has dropped to over half, so I am now getting about 28mbps, which also means that the BT TV UHD doesn't work either.

Three times I've spoken to customers services only to be palmed off with their is nothing wrong with my services, where clearly there is.

1. Product name:	BT Home Hub
2. Serial number:	+068343+NQ43023491
3. Firmware version:	Software version 4.7.5.1.83.8.204.1.11 (Type A) Last updated 04/07/15
4. Board version:	BT Hub 5A
5. DSL uptime:	1 days, 19:31:59
6. Data rate:	12273 / 31688
7. Maximum data rate:	12327 / 33522
8. Noise margin:	6.1 / 5.6
9. Line attenuation:	23.1 / 20.2
10. Signal attenuation:	23.2 / 18.8
11. Data sent/received:	443.3 MB / 14.9 GB

Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

Availability Date

  HighLowHighLow    

FTTC Range A (Clean)	80	62.7	20	20	--	Available
FTTC Range B (Impacted)	76.5	51.9	20	15.8	--	Available
WBC ADSL 2+	Up to 14.5	--	12.5 to 16	Available
WBC ADSL 2+ Annex M	Up to 14.5	Up to 1.5	12.5 to 16	Available
ADSL Max	Up to 8	--	7 to 8	Available
WBC Fixed Rate	2	--	--	Available
Fixed Rate	2	--	--	Available
Other Offerings
Fibre Multicast	--	--	--	Available
Copper Multicast	--	--	--	Available

Any help would be greatly appriciated as BT support just fob me off.

[imjolly]

Have you tried using the test socket with a filter to see if that helps your connection

[wayneunique]

I've tried the test socket with a filter but still no joy.

[imjolly]

Can you use test socket and repost your stats please

[wayneunique]

I've been a BT customers for the past five odd years and have generally had no problems in my old property until I organised a home move to a property I was moving in to.

Home move was booked and the engineer arrived on the said date, which was 17th October. I had moved by BT Infinity 2, phone and also BT TV (with the UHD) - for the first five days all was ok but ever since I've had nothing but problems.

My broadband speed had dropped to about 28meg, which I have contacted BT nearly every week about. On top of that, as my broadband speed was low I could no longer get the BT UHD channel, which again I contacted BT every week about. Also, my phoneline was extremely crackley and of poor quality, which finally BT sent an engineer out to check last Friday.

The engineer arrived on Friday, checked the line and said yes their is a fault, which is an old fault and should've been noticed and fixed when the engineer came and installed the service on the 17th October.

Every time I have phoned the non-UK BT support centre I've been informed that someone will contact me - while 3 weeks ago I was told an engineer would contact me but that never happened. Online the fault tracking has stated that the fault of a month ago was fixed but it never was.

My broadband speed has improved but still cannot get the UHD channel - I'm still not happy with the overall service and now looking to cancel my contract after being offered £20 and then £44 compensation - which is disgusting as I've been paying over £100 a month for services that either I haven't been getting or in a limited way.

BT India have said they will contact me again today but I'm not holding my breath. If in my job I was giving a service like I have received, I would be sacked by now.

All I require to do now is cancel my contract but now they say I have to pay off the remaining months, which is too expensive. I feel that BT have breached their contract as we as customers pay every month for them to provide a service of a standard expected - if they do not provide this within an amount of time, then we should be free to leave.

Rant over 🙂

[Keith_Beddoe]

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

[NeilO]

@wayneunique 

I'm sorry that the issues with your BT service have not been sorted,  if you need any help getting this sorted please use the 'contact the mods' link in my forum profile under the 'about me' section to send in your details. You can find the link by clicking on my username.

Thanks

Neil