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Beginner
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Message 1 of 12

Rediculously slow speeds and poor customer service!

Unfortunately, I've been unable to find help anywhere else so here I am asking the community.

 

Recently I changed my broadband provider from sky to BT infinity hoping to get faster speeds and a more reliable network (oh how I was wrong). Since having BT infinity I've encountered a number of problems. Main issues are the speed of the network and the connection to the network. The connection seems to work for a wee while then either show up as NO CONNECTION on the computers (Windows) or the hub itself alternates between flashing orange and continuous orange.

 

When the internet, however, does work we get speeds of around 10MB-15Mb (and that's on a good day). Now looking at the deals on BT's website it shows Standard Broadband with up to 17Mb and Infinity with up to 52Mb. I'm not even getting the minimum 17Mb. 

 

Going on to look at the estimated speeds at my address or phone number it shows:

 


Estimated speeds:
27Mb-39Mb - 'Great news! You could get up to 39Mb speed'

 

The same result says my MINIMUM GUARANTEED SPEED:

Estimated download speed (Minimum speed 'guarantee'*) range:
22Mb

 

Something has to be wrong, people in my area that I know have normal speeds up to 37MB. I've been on to BT's submit a fault area where I ran some tests then it said it would do more and contact me.... nope it now says resolved but still no better. Whilst running these tests it said and I quote ... "We've finished the test and haven't found any faults on the network, but we can see you've still got a problem."

 

What can I do? It seems I could be still connected to the old Standard Broadband connection.

 

Trying to contact BT directly is a nightmare from live chats (that I don't have time for) to lack of proper email support.

This close to Christmas is extremely inconvenient for the family. I've taken to tethering my phone to my PC to get a reliable network, which is costing even more. Luckily my phone isn't with BT because I don't think I would be able to cope.

 

 

Thanks to anybody that can help.

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11 REPLIES 11
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Distinguished Sage
Distinguished Sage
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Message 2 of 12

Re: Rediculously slow speeds and poor customer service!

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 scroll down the page and 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 post the stats from 1-12 by logging onto the Homehub management pages then troubleshooting > helpdesk. http://bthomehub.home/

or

If you have the Smart Hub, (Homehub 6) can you go to hub manager then advanced then technical log and post the stats. http://bthomehub.home/

Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.

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Beginner
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Message 3 of 12

Re: Rediculously slow speeds and poor customer service!

Thanks for fast reply,

Working backwards ... calling 17070 then selecting 2, there is a muffled hiss in the background and at the start what sounded like a beep... Next bit is interesting (IP Profile)

 

 

BTW Performance Test.png

BTW Performance Test ip profile.png

 

Next the Availability Test:

 

BT Broadband.png

 

Finally the technical log:

 

Product name:

BT Hub 6A

Serial number:

+084316+NQ62856829

Firmware version:

SG4B1000223E

Firmware updated:

26-Nov-2016

Board version:

1.0

Gui version:

1.32.0

DSL uptime:

0 Days, 0 Hours 28 Minutes 34 Seconds

Data rate:

1.08 kbps / 13.10 kbps

Maximum data rate:

1077 / 16343

Noise margin:

6.5 / 10.1

Line attenuation:

24.5

Signal attenuation:
 
VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

18 MB Uploaded / 307 MB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Active

2.4 GHz wireless network name:

BTHub6-ZQ2G

2.4 GHz wireless channel:

Smart (Channel 11)

5 GHz wireless network name:

BTHub6-ZQ2G

5 GHz wireless channel:

Smart (Channel 36)

Wireless security:

WPA2 (Recommended)

Band steering:

Off

Wireless mode:

Mode 1

Firewall:

On

MAC address:

40:C7:29:18:BF:77

Software variant:

-

Boot loader:

7.33.1

 

 

______________________

 

Thanks for your help !!

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Highlighted
Contributor
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Message 4 of 12

Re: Rediculously slow speeds and poor customer service!

Lewis i feel your Pain. You would think a very reputable company such as BT would have alot better services, mind you they dont rank worst in ofcom's ratings for nothing. Smiley Indifferent

Spoiler
 
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Highlighted
Beginner
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Message 5 of 12

Re: Rediculously slow speeds and poor customer service!

Urgh! Hope it can be sorted soon, preferably before Christmas. Just tedious actuality getting in contact with a real person and not an automated call service or automatic test. BT definitely need to revise their customer support strategies.
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Contributor
691 Views
Message 6 of 12

Re: Rediculously slow speeds and poor customer service!

Yes they certainly do. The company just doesnt seem to care.
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Highlighted
Distinguished Sage
Distinguished Sage
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Message 7 of 12

Re: Rediculously slow speeds and poor customer service!

Just for info in case you were not sure. Your IP profile is set by your speed, not the other way round.

 

Your noise margin is high which can indicate a fault.

 

Are you connected to the master socket?

 

If you are can you remove the face plate and connect to the test socket.

 

vdslguide-vdsltestsocket.jpg

 

Once you have done that, check that any telephone extensions you may have have no dial tone and then re-run the speed test and re-post the hubs stats.

 

If there is no noticeable difference to your speed and stats you will need an engineer visit.

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Highlighted
Beginner
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Message 8 of 12

Re: Rediculously slow speeds and poor customer service!

Hello,
Thanks for your reply!
I'll do this test later on because I'm unable to do it at the moment. I'll keep you posted. Just so I'm sure by hub stats do you want everything again or just the IP profile and technical log ?

Thanks again
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Highlighted
Distinguished Sage
Distinguished Sage
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Message 9 of 12

Re: Rediculously slow speeds and poor customer service!

Hub stats and diagnostic speed test will be fine.

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Highlighted
Beginner
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Message 10 of 12

Re: Rediculously slow speeds and poor customer service!

Okay, 

Sorry about the late reply, just been busy due to christmas.

Done the tests and its not made any difference.... How should I go about getting an engineer to come and look at it?

All tests done with ethernet connection.

 

Product name: BT Hub 6A
Serial number: +084316+NQ62856829
Firmware version: SG4B10002244
Firmware updated: 22-Dec-2016
Board version: 1.0
Gui version: 1.32.0
DSL uptime: 0 Days, 0 Hours 5 Minutes 55 Seconds
Data rate: 7.48 kbps / 13.10 kbps
Maximum data rate: 7478 / 37093
Noise margin: 6.1 / 19.1
Line attenuation: 24.5
Signal attenuation:
VPI / VCI: 0/38
Modulation: G_993_2_ANNEX_B
Latency type: Fast Path
Data sent / received: 26 MB Uploaded / 39 MB Downloaded
Broadband username: bthomehub@btbroadband.com
BT Wi-fi: Active
2.4 GHz wireless network name: BTHub6-ZQ2G
2.4 GHz wireless channel: Back Smart (Channel 1)
 Technical log
Information Event log
BT Smart Hub Manager
12/27/2016 Information
http://bthomehub.home/0000013200/gui/#/technicalLog/information 2/2
5 GHz wireless network name: BTHub6-ZQ2G
5 GHz wireless channel: Smart (Channel 36)
Wireless security: WPA2 (Recommended)
Band steering: Off
Wireless mode: Mode 1
Firewall: On
MAC address: 40:C7:29:18:BF:77
Software variant: -
Boot loader: 7.33.1

 

 

 

BT WHOLESALE 2.pngBT WHOLESALE.png

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