Slow broadband speeds drops outs

[Marksmith1]

Hi, 

I’ve been receiving on my BT Broadband many drops outs & very slow broadband speeds. Should be getting up to 30mbps download speeds & 5 mbps upload speeds I’m currently getting 14-15 mbps max upload speeds & download speeds 0.50 mbps.

I’ve had 2 Openreach engineers come to sort out the internet from last Monday & Monday before that. They sort out the internet speeds on the day then on the Tuesday the internet speeds & drops just go downhill. They say the engineers there not alone to come in the household how can I get this problem fixed? 

Kind regards,

Mark Smith

[Marksmith1]

Exchange HEYWOOD is served by Cabinet 5

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream HandbackThreshold(Mbps) WBC FTTC Availability Date WBC SOGEA Availability Date Left in JumperHigh Low High Low        VDSL Range A (Clean)

VDSL Range B (Impacted)

43.2	29.2	7.6	5.4	25	Available	Available	--
41.9	25	7.6	5	19.3	Available	Available	--

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install ProcessFTTP on Demand

330

30

--

Available

--

ADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) ADSL Availability Date WBC SOADSL Availability Date Left in JumperWBC ADSL 2+WBC ADSL2+ Annex MADSL MaxWBC Fixed RateFixed Rate

Up to 13	--	7.5 to 17.5	Available	Available	--
Up to 13	Up to 1	7.5 to 17.5	Available	Available	--
Up to 8	--	7 to 8	Available	Available	--
2	--	--	Available	Available	--
2	--	--	Available	--	--

Observed Speeds VDSLMax Observed Downstream SpeedMax Observed Upstream SpeedObserved Date

20.72

0.47

2020-05-16

Other Offerings Availability DateVDSL MulticastADSL Multicast

Available

Available

Premise Environment StatusBridge TapVRINTE FacePlateLast Test Date

N

N

N

01-05-2020

FTTP is not available.

[imjolly]

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

[Marksmith1]

Hi please see results This is a list of your BT Smart Hub settings and current statistics.

Product code:Smart Hub 2

Serial number:+091298+1936004856

Firmware version:v0.17.01.12301-BT

Firmware updated:Sat Mar 14 22:24:38 2020

Board version:R01

GUI version:1.56 15_02_2019

DSL uptime:0 days,00 Hours29 Mins12 Secs

Data rate:530 Kbps / 22.399 Mbps

Maximum data rate:552 Kbps / 32.971 Mbps

Noise margin:6.8 / 8.6

Line attenuation:8.6 / 25.4

Signal attenuation:6.9 / 23.1

VLAN id:101

Upstream error control:Off

Downstream error control:Off

Data sent / received:22.4 MB Uploaded / 600.7 MB Downloaded

BT Wi-fi:Activated

2.4 GHz wireless network name:BT-W3A8MK

2.4 GHz wireless channel:Smart (Channel6)

5 GHz wireless network name:BT-W3A8MK

5 GHz wireless channel:Smart (Channel36)

Wireless security:WPA2

Wireless mode:Mode 1

Firewall:On

MAC address:F0:86:20:68:B6:0B

Software variant:-

Boot loader:0.1.7-BT (Thu Nov 30 09:45:22 2017)

[Marksmith1]

I done the quiet line test & I could hear a bit of crackling, Openreach engineer give me a new master socket filter last Monday to see if the helped the problem doesn’t seem the case?

[imjolly]

Your connection speed is below handback so to get into expected range you need engineer visit to get rid of the crackle on your line. Phone 151 and report phone fault not broadband

[Marksmith1]

I’ve got an Openreach engineer visiting on Monday arrange with BT, could they resolve this problem then if it’s in the household? 

[imjolly]

Hopefully the problem is external and not in your home as the engineer may refuse to enter your home

[Marksmith1]

Well the engineer fixed issues outside my household last Monday & sorted out the wires, so I’m guessing it’s inside the household the problem. Another issue one the engineers said my wire to the cabinet is loose but didn’t solve the problem? 

[imjolly]

just need to see what happens on Monday assuming engineer turns up   post back after visit