Please help - broadband speed lowered by 50%

[Sstarling2015]

Evening

 The last  month or so we have had problems with our router disconnecting from our broadband a lot, right around the time I renewed my contract. Nothing changed on contract other than it was around £5 cheaper, speeds etc still the same. However when I go to my bt account and manage broadband I can see our current package which is what I expect to see!- stay fast guarantee of 53mb. Then if I go to the upgrade page it says my stay fast guarantee is 22 with a range of up to 27 - why does it say this is my package?! Subsequently the upgrade offers no higher speeds than 27. I haven’t had a low speed like this in 3 years with BT?! Checked my router speeds and yep basically it’s half of what it was Early December. By speed checker says there is no fault - sigh 

 

[Sstarling2015]

 

[Keith_Beddoe]

@Sstarling2015 

Enter your phone number into this form and display the results here, but edit out your phone number before you post the results.

https://www.broadbandchecker.btwholesale.com/#/ADSL

[Sstarling2015]

 

 

[Sstarling2015]

Sorry had to email it to myself as it was too large, can you actually see the info or too blurred? 

[imjolly]

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

[Sstarling2015]

Thank you for your reply is this is what is needed? Many thanks 

 

[Sstarling2015]

 

[Sstarling2015]

Unfortunately I can not do a quiet line test as do not have a home phone connected. It’s all just baffling as it all seems to have happened when I renewed contract...but I absolutely didn’t downgrade, why would anyone, 4 kids at home home learning and myself working, if I hear whinging about the internet speed one more time I might throw the router in the bin 😂😂

[Sstarling2015]