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Message 1 of 2

Poor speed with new Bt Broadband connection

Hi ,


I have got a new bt broadband unlimited connection two weeks ago, initially there was frequent connection drops and download speed of 400kbs, and it's very frustrating experience calling customer care, it takes ages for them to respond to caller almost 30minutes sometimes, atlast I managed to speak to technical team. I explained them connection & speed problem, I was to told wait for few days and by then everything would be sorted out .


A week past no drastic improvement in connection and speed, it just got little better and download this time just 0.2mbps (still its no better in terms of connection and speed). I contacted customer service again (after tried calling atleast 4times and waiting for 20-30minutes each time) and managed to speak to customer agent and explained the problem. I told them I would like to  cancel the contract to my surprise I was told that I need to pay whole 18months line rental and broadband charges, oopss :(. 


Alternately I was told to wait for 10 working days, line would be stabilised by then and download speed will be some where between 6mbps and 14mbps. Its been more than two weeks now, downlaod speed is jsut increased from 0.2mbps to 0.6mbps (its not getting any better than this, its been total 16days now since I had new bt broadband connection). Now I'm trying to contact customer care but can't get through, its been really terrible experience with bt and quite frustrating


guys, please advise me what's option available for me?, your reply much appreciated




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Distinguished Sage
Distinguished Sage
Message 2 of 2

Re: Poor speed with new Bt Broadband connection

welcome to the BT community forum where customers help customers and only BT employees are the forum mods
can you run btspeedtester and when first test completes then run diagnostic test and post results

are you connected directly via a filter to the NTE5 master or test socket or to somewhere else? Is the master the only phone socket in your home?

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




test socket.jpg

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