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Contributor
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Message 1 of 6

Reduced connection speed

Recently the telephone line became disconnected during some repair damproofing work in the house, this disconnected our phones, broadband and Red Care.  We contacted BT who sent us an engineer who had passed the 'how to be unpleasant to customers course' with Distinction.  He reconnected the line with bad grace at a cost of £129.99.  Before reconnection we were achieving speeds of 5.5 to 6.5, but now it is 1 to 2.

 

Also, when trying the BT speedtest website it does not recognise our phone number - which is a BT line.

 

We really do not want the same engineer back, but we need to do something.

 

Malcolm

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Distinguished Sage
Distinguished Sage
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Message 2 of 6

Re: Reduced connection speed

Then report the fault to 151 getting phone problem fixed may well improve your broadband.  No point trying a lot of possibilities until line ok. Are you using the test socket?



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Contributor
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Message 3 of 6

Re: Reduced connection speed

Thank you for your prompt reply. With all the websites etc etc the obvious like 151 tends to slip the mind.

What is the the 'test socket' please?

Malcolm
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Message 4 of 6

Re: Reduced connection speed

test socket.jpg    You need to find the master socket first - where bt line enters your home



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Contributor
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Message 5 of 6

Re: Reduced connection speed

We will try that tomorrow.

I am visually impaired and have difficulty finding my way around pages, but I really should have noticed the pink and red thingy.

Malcolm
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Message 6 of 6

Re: Reduced connection speed

After connecting to test socket then in order for the forum members to help please can you post the adsl stats from your router you may need to 'show detail' to get all stats (if hub enter 192.168.1.254 in your browser and navigate to adsl or if HH4/5 then go to troubleshooting then logs and you are looking for 2 line together when hub last connected to internet and they will show your connection speed and noise margin or if netgear enter 192.168.0.1). Then run  btspeedtester  (MAC users may have problems). when first test completes then run diagnostic test and post the results ( do not reset the router).


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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