'Speeds look great' but they're not!

[Levitt53]

We have unlimited broadband Fibre 1.  It's normally ok but for the last 10 days or so it's been rubbish.  It took over 2 hours to download a film on our sky box the other day.  I can't watch videos without them buffering constantly and it takes ages to do anything.  What is going on.  We are isolating at the moment so it is a complete pain.  I could attempt to contact BT but they will just say it's fine or give me 'tips' which I don't need.  Any thoughts, we haven't really changed our behaviour.

[imjolly]

welcome to the BT community forum where customers help customers and only BT employees are the forum mods

in order for the forum members to help 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

enter your phone number and post results  remember to delete number   https://www.broadbandchecker.btwholesale.com/#/ADSL

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

[Levitt53]

Thanks for your reply.

I have put those numbers into my browser (never knew about that) and tried to check the speed but I am just caught in an eternal loop of it asking me to log in (password is correct).

The phone line is ok.  I have dialled that number and the line is quiet.

I have then gone to the site you recommend but it says 'We are sorry but the checker is unavailable at the moment. Please try again later.'

So not much I can add but maybe that answers my question.  I seem to have somehow registered it as a fault so hopefully that will get responded to.

[imjolly]

if you enter 192.168.1.254 into the address bar that should take you to hub manager then you need to enter the admin password to then access the hub stats

[Levitt53]

I found this under status.  It won't do a performance test as I've said.

[pippincp]

Wrong page, you need to go to Advanced settings/technical logs/information and post that page.

[imjolly]

Try this link again 

https://www.broadbandchecker.btwholesale.com/#/ADSL

This is not performance but to see what your estimated speed range of your line 

[Levitt53]

This is the one that is unavailable.

[imjolly]

just tried the link and it worked for me without a problem so not sure why not working for you

did you enter the captcha?

[Levitt53]

Yes.  Just tried it again and it still isn't working.  I suspect this confirms that there is a problem.