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Rlerario
Beginner
347 Views
Message 1 of 6

Poor Service, Poor Wifi

We have been calling Customer Services for months now to report poor broadband service, it dips, crashes or no service at all, constantly not just at certain busy times, and still we are no further forward. We moved into a new property two and a half years ago, service has never been great but has got worse in the last five months. I have regularly called every two to three weeks to discuss our problems and frustrations. We have done speed tests which are shocking, checked hub, cables, changed channels etc, etc, etc. quite honestly I find the lack of help, service in resolving our problem terrible. Do we need a new hub? An engineer to visit? Please, please can someone contact me to help resolve these problems and restore my faith in bt!
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5 REPLIES 5
gg30340
Distinguished Sage
Distinguished Sage
345 Views
Message 2 of 6

Re: Poor Service, Poor Wifi

In order to get some information to work with can you run this checker and post back a screen shot of the results. Make sure you delete your phone number before posting.

http://www.dslchecker.bt.com/adsl/adslchecker.welcome

and 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.

http://speedtest.btwholesale.com/

If you have a Homehub 5 can you also post the stats from 1-12 by logging onto the Homehub management pages then troubleshooting > helpdesk. http://bthomehub.home/

 



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Rlerario
Beginner
333 Views
Message 3 of 6

Re: Poor Service, Poor Wifi

Thank you for your reply, since this I have been trying to action the checks you require although still failing to get onto sites required. This may hopefully give you an indication of how slow our service is and how frustrating this can be.
As soon as I can action the checks I will send the information required, although these have all been done before with no results of improvement!
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gg30340
Distinguished Sage
Distinguished Sage
323 Views
Message 4 of 6

Re: Poor Service, Poor Wifi

I appreciate you will have done them before but with out the information it is difficult for forum members to try and assist you with your problem.

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Rlerario
Beginner
310 Views
Message 5 of 6

Re: Poor Service, Poor Wifi

FullSizeRender (1).jpg

 

 

Please find image attached image requested, had to do this on postcode as the information would not come through trying to input telephone number. 

 

The speedtest image will not input as saying file is too large. Information is Download speed (Mbps):18.28, Upload speed (Mbps):13.84 and Ping Latenncy (ms):44.38.

 

Also we do not have a homehub 5, it is a homehub 3. Is that the problem?

 

Hope this will now help to resolve our issues, Many thanks.

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gg30340
Distinguished Sage
Distinguished Sage
298 Views
Message 6 of 6

Re: Poor Service, Poor Wifi

It will be more helpfull if you can post the estimate for your line. The post code one does not show anything helpfull. You also need to do the further diagnostics test for the speed test.

 

If you have a look at this link it will show you how to upload images.

 

https://community.bt.com/t5/Announcements-Guides-Community/Uploading-images/td-p/1485942

 

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