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Beginner
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Message 1 of 3

Slow Broadband (below .5mb download)

I have had an ongoing problem with very slow broadband.
Joined BT on a firm promise of 8mb and have never received more than 1mb
I have complained over the last 6 weeks and calls to India have resulted in Openreach being instructed and attending property and pole opposite but despite these visits still no improvement.
Can someone advise contact telephone number / e mail address for Openreach direct as despite Inda's efforts to help all they can do is offer apologises and I would like to speak directly to those that are supposed to be fixing the problem.
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Aspiring Expert
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Message 2 of 3

Re: Slow Broadband (below .5mb download)

Hi there @Cehpds and welcome to the BT Residential Forums. 🙂

 

Please note that Openreach do not talk to people like me and you, as we are not their customers. They are only required to manage the network and any issues you have with connectivity are dealt with through the ISP's, in this case BT Retail. If an engineer is needed, BT Retail will organise this on your behalf, as the ISPs are the "customers" of Openreach.

 

In a lot of cases, India's call centers unnecessarily request engineer visits when a lot of issues don't actually need an engineer, except in severe circumstances or because the usual methods (outlined below) have been tested and failed to improve your broadband speeds.

 

Also note that only BT Employees are forum moderators here. While they are the only moderators here, your posts don't go to BT directly and not every message is read, neither is the forums a quick route to reach Openreach for the reasons above: everyone else on these forums are customers just trying to assist, but to assist, we need some information to be posted:

 

     1) Can you post the adsl stats from your router? Depending on the router, you may need to 'show detail' to get all the necessary 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).

     2) Run  btspeedtester (MAC users may have problems). Once the first test completes, run the Further Diagnostics test and post the results (do not reset the router): the Further Diagnostics test will provide you with your connection's IP profile, which controls the throughput that you receive.

     3) Can you go to the following link and post results here? Please delete number when posting the results: http://dslchecker.bt.com. This allows members to see the broadband packages available to you and whether your speeds are not within your estimates.

     4) 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?

     5) Have you tried the quiet line test? If not, please dial 17070 and select option 2: you should hear nothing. The test is best done with a corded phone: cordless phones may hear a 'dull hum', which is normal

 

Once this information is posted, a user might be able to offer help or assistance to resolve the problem.

The test socket looks like this on most master sockets:

 

 

 

test socket.jpg

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Distinguished Sage
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Message 3 of 3

Re: Slow Broadband (below .5mb download)

Can you run this checker and post back a screen shot of the results this will show the best available speeds on your line

http://www.dslchecker.bt.com/adsl/adslchecker.welcome
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