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sopisue75
Aspiring Contributor
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Message 1 of 31

Slow connection from network to hub - from BT speedtest

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Hi, I'm a first time poster so hello 🙂  I'll try to be as comprehensive as possible without going on too much and hope that I can get some help.

 

Background:  Possiblt naively I signed up for Infinity 2 before the 52mps was available to all infinity 1 (over a year ago I believe).  The ADSL checker at the time indicated speeds up to 60/65 from memory.  We don't have problems with connection dropping and the speed is usualy fairly consistent at about 40 d/l and 17 u/l.  I didn't really bother about it until now and contacted BT to ask if i could go back to infinity 1 as speed wasn't up to infinty 2 standard.  I was told I'd need to wait until I was out of contract.  Fair enough.

 

Recent:  I looked at the speed on HH6 after viewing some of the threads on here and undertook a performance test.  These are the screen shots of the reults:BT 1.jpeg

BT 2.jpeg

 

This indicates a slow connection between the network and hub.  When I said check home set up it asked whick socket we had and it's this one:socket.jpg

Because it was this type of socket I had to get in touch with BT.  I did this via live chat and after much testing, checking etc I was advised there was a fault outside of my property and given a date by which it would resolved.

 

I had a text yesterday from BT advising said fault was fixed.  

 

Today:  Speed is still the same so I undertook a further perfromace test which was exactly as above.  I then went on Openreach speed test and here are the results from that:

BTb.jpegBTc.jpegBTd.jpeg

I was unable to do a further test as i don't know how to change to username 😞  It does seem to indicate there is still a fault.

 

This is the information from ADSL checker for my phone number and also from my HH6:BTe.jpegBT.jpgBTa.jpg

 

 

I'm so sorry that this is a long post and thank you for taing the time to read it (if you have). I'll be so grateful if anyone could please advise me what to do next.

 

Sue

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imjolly
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Message 2 of 31

Re: Slow connection from network to hub - from BT speedtest

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your down noise margin is high as normal is about 6db.. if noise margin goes back to normal then your down conenction speed will move closer to your attainable speed

 

have you noticed the router dropping connection often or have you been resetting router to try and improve speed or maybe a combination of both?

 

try quiet line test  dial 17070 option 2  should be quiet and best with corded phone



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sopisue75
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Message 3 of 31

Re: Slow connection from network to hub - from BT speedtest

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Hi there, thanks for your response.  We haven't noticed connections dropping and I've only restarted the router twice or 3 times over the past few days as advised by BT during the speed tests. The quiet line test isn't awful however there is some noise both with corded and cordless handsets. 

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imjolly
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Message 4 of 31

Re: Slow connection from network to hub - from BT speedtest

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if you can hear noise on quiet line test then report a phone fault (not Broadband) to 151   get phone fixed and broadband will improve



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sopisue75
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Message 5 of 31

Re: Slow connection from network to hub - from BT speedtest

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This is what I did last week and they have come back saying it's fixed and closed the fault.  I have just replied to their text message saying quiet line is noisy and see what happens.  Thanks again

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sopisue75
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Message 6 of 31

Re: Slow connection from network to hub - from BT speedtest

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Interestingly I've just logged onto MY BT and there is an open fault:

Open fault

DescriptionBroadband-BB Connection
ReferenceVOL053-065172022xxxx
Fault Reported14-Nov-2017

 

however when I select view it returns this:

 

Open faults

There are no open faults against this account

 

Closed faults
Product Problem Reference Date raised Action
Broadband Slow Connection VOL053-xxxxxxxxxxx 08 Nov 2017  
Landline Slow Connection VOL051-xxxxxxxxxxx 08 Nov 2017

 

 

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imjolly
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Message 7 of 31

Re: Slow connection from network to hub - from BT speedtest

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often when reporting the fault to 151 you have to be insistent and persistent that you have noise on your line from test socket and need engineer visit



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sopisue75
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Message 8 of 31

Re: Slow connection from network to hub - from BT speedtest

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Yes thanks I will do that when I contact BT again - I have to summon the will to do so 🙂  The interesting thing is that the open fault is a differeent reference and I haven't reported a fault today.  The faults I reported on 8 Novemeber are closed and this new one has just appeare on the MY BT dashboard.  I'll see what and if anything happens.  🙂

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imjolly
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Message 9 of 31

Re: Slow connection from network to hub - from BT speedtest

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ok  if no progress then post back and we can see what can be done next



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sopisue75
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Message 10 of 31

Re: Slow connection from network to hub - from BT speedtest

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Update: I was still unable to track the fault so went on live chat and the agent confirmed I wasn't getting promised speed. After a little checking, resetting etc she has booked an engineer for 21 Nov so fingers crossed.
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