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smdyzf03
Beginner
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Message 1 of 8

Re: Very poor speed

We have recently moved to a new house literally 5 minutes away. We had BT internet and phone previously. We had the phone installled in the new property on Thursday and since then have had problems. At first the phone line was faulty and when thr internet was on the crackling on the phone was deafening and if you were on the internet and the phone at the same time the internet would disconnect. We were using rhe previous Hub from the old house which was working fine at the old address so we have now tried the new hub they sent in case it was that. The problem is exactly the same . We reported it and now the phone problem is sorted but the internet speed is terrible currently at 0.11 - we rang BT again and they said we have a faulty Hub but im not convinced!! How come we have tried both Hubs and the old one previously worked fine at the old address but since moving here this happens? Please help

 

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7 REPLIES 7
Distinguished Expert
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Message 2 of 8

Re: Very poor speed

why didnt you post a new thread instead of tagging it onto this unrelated thread?
is this infinity your talking about?
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smdyzf03
Beginner
193 Views
Message 3 of 8

Re: Very poor speed

Sorry I have never used this before. No i'ts not infinity just BT Broadband

 

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Distinguished Expert
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Message 4 of 8

Re: Very poor speed

oh your in the wrong place
go here and press new message http://community.bt.com/t5/BB-Speed-Connection-Issues/bd-p/BBinHome
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Distinguished Sage
175 Views
Message 5 of 8

Re: Very poor speed

post moved to speed and connection board
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Highlighted
Guru
Guru
174 Views
Message 6 of 8

Re: Very poor speed

Hi,

 Sorry to hear that your having problems. 

 

To enable us to look into your Broadband Problem, please follow below:

1) are you conneted to the master or test socket?

2) can your post your BT Speedtest results by using http://speedtester.bt.com (not beta version) [best done with a wired connection ie ethernet]

3) Have you tried a quite line test. Dial 17070 option2 from landline, there should be no distinctive noise but slight 'dull' hum normal on cordless phones

4) can you post your adsl line statistics

 

ADSL Line Stats Help

If you have a BT Home Hub like the one below...

 

Then:

1) Go to http://192.168.1.254 or http://bthomehub.home

2) click Settings

3) Click Advanced Settings

4) Click Broadband

5) Click Connection or sometimes called ADSL (see picture Below)

adslconnection.png

The direct Address is http://bthomehub.home/index.cgi?active_page=9116 (for bthomehub3)

 

Cheers


jac_95 | BT.com Help Site | BT Service Status
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smdyzf03
Beginner
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Message 7 of 8

House Move Creating Broadband Speed Problems

I have recently moved house literally 5 minutes up the road and had no previous problems with broadband. Since being connected at the new address  last Thursday I have had nothing but problems. First the phone line was crackling badly but when we unplugged the b/b it was perfect & if you were on the phone the b/b would disconnect. Anyway that was reported and the phone line is now fine but the b/b speed is terrible currently 0.12. I rang BT again & they said it was a faulty Hub & are sending a new one. The trouble is the old hub was fine at the old address but not at this address so we used the new Hub they sent and it still was no better so how can it be a faulty Hub. I feel they are fobbing us off and will do anything to avoid sending an engineer to sort it out .

 

Please help

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Guru
Guru
171 Views
Message 8 of 8

Re: House Move Creating Broadband Speed Problems

Hi Your orginal post has been moved here: http://community.bt.com/t5/BB-Speed-Connection-Issues/Re-Very-poor-speed/td-p/594718

 

cheers


jac_95 | BT.com Help Site | BT Service Status
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