Poor speeds - am I capped?

[Pburmy]

I have had Bt for many many years. I am currently experiencing problems connecting to internet tv services, even with a home plug. 
my daughter has loaned me her hub 6 instead of my hub 5 so she can look at the diagnostics and she’s concerned because I appear to be capped . 
I’m paying for up to 38mbps but I’m only getting 20. This isn’t strong enough to offer me internet tv in the evenings when demand elsewhere is also high. Upstream is 7.36.
on the diagnostic page the max data rate shows as 7363/31706 but I don’t think form my speed checks that I’ve been getting anything like31mbps for months. 
my phone line is quiet on the line test.

noise margins are 6/13.4 line attenuation 24.8. There is nothing in the diagnostic for signal attenuation (don’t know why not as my daughter has a figure recorded for that on her box). 
Can anyone help me? I live on my own and in these Covid times my tv and internet is my only company and I rely on it heavily. It’s failing me. My contract is up for renewal on 19th October. 

[imjolly]

welcome to the BT community forum where customers help customers and only BT employees are the forum mods

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

enter your phone number and post results  remember to delete number   https://www.broadbandchecker.btwholesale.com/#/ADSL

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

[Pburmy]

Hi... yes I’ve checked the line

 

 

with a quiet line test as above and I’ve also noted the info from the technical log 

[imjolly]

need you to post the hub stats and the results of the dslchecker

you use  the camera icon

[Pburmy]

I’ve only had this hub connected since yesterday afternoon and it hasn’t dropped out at all. Solid connection from the log. 

[imjolly]

from the hub stats it certainly looks like all the problems with the previous hub dropping connection have resulted in your connection ending up in a banded profile trying to stabilise the line

you need to leave the new hub connected and see if it will improve the connection speed of currently 20mb to nearer your attainable speed

if your contract is due for renewal in october and you intend to renew then phone the options team and see what deal you can negotiate and try and get a new router as part of deal 0800800030

[Pburmy]

How long will it take for my line to be uncapped/ unbanded? I don’t want to renew any contract and incur higher costs (currently have halo so price fixed after end of contract and new contracts much higher) if 20mbps is the maximum I can get. I want to see some improvement first 

[busterboy1]

@Pburmy 

How long will it take for my line to be uncapped/ unbanded?

_____________________________________________________________________________________________

FYI BT do not cap any packages choose what people say.

It's written in their terms for everyone to see and they would be liable should anyone take it further.

https://www.bt.com/help/broadband/bt-s-approach-to-broadband-traffic-management

[imjolly]

@busterboy1 

the line is in a banded profile so in effect the down speed is capped due to an unstable connection

It could take a few weeks of no drops/resets in connection before DLM will possibly start to to improve the connection nearer attainable speed

https://community.plus.net/t5/Library/FTTC-DLM-What-it-is-How-it-works/ba-p/1322799

[busterboy1]

@imjolly 

What I meant to say is BT do not cap any users for unfair usage.

You are quite right about being capped due to ongoing problems "ie" unstable lines though.