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Message 1 of 10

Unresolved speed problem

Location 2 Semi-detached premises in a rural location with identical BT Broadband and landline Fibre2 packages connected to Greenock Exchange cabinet 39. Prior to this event both houses attained download speeds of approx. 22.0Mbps and up load speeds of approx. 2.5Mbps.
On 4th June 2020 my internet started dropping out and slowing down. I contacted my neighbour and they were having the same problems which indicated that the fault was external.
On contacting BT and reporting the fault, they ran some tests and informed that I had a faulty router. I said I didn’t think it was the router as my neighbour was having the same problem. No they could see it was the router and a new Smart Hub 2 was sent. My neighbour had a similar conversation when he reported their fault and was sent a new Smart Hub 2 as well.
Both Hubs arrived promptly on 6th June were installed and made no difference to either of our faults.
Reported again on 8th June and was told that an engineer was booked for the next day However at 16 59 I received a text from BT saying everything was back to normal and if it wasn’t to reboot my hub and wait 3 days and get back to them. My speeds remained low but my neighbours returned to better than normal and are now 23.0Mbps and 3.5Mbps
Contacted BT again and was told engineer booked for 10th June. No improvement and still only getting half what speeds were before the fault.
On 12th of June contacted BT again. Got very helpful lady who said she would take ownership of the problem and put me on hold. Came back and said she had spoken to Openreach and they would send a Specialist Engineer on Saturday who would stay with the fault until it was resolved. Also that she would contact me at 11 am on Tuesday 16th June as that was her next day back at work and if it wasn’t resolved we would go from there. A couple of hours later I noticed my hub rebooting and on running a test speeds were 16 Mbps and 2.4. I also saw that my lines acceptable range of speed had been downgraded from 15.49 to 22.13 now 12.09 to 17.27. Am I to assume that I can now never attain the speeds I previously had? A test now looks as if I’m getting almost 100% of the lines capability when in fact I have a 30% overall reduction.
The helpful lady never contacted me.
Does anyone have any suggestions on a way forward to resolve this? Any feedback from BT or anyone would be much appreciated.

Thank You

I can upload screenshots of tests taken prior, during and after the event if required

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9 REPLIES 9
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Message 2 of 10

Re: Unresolved speed problem

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 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



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Message 3 of 10

Re: Unresolved speed problem

Thanks Hope this is ok.
Smart Hub 2 Manager



HomeAdvanced settingsTechnical logInformationEvent logThis is a list of your BT Smart Hub settings and current statistics.
Product code:Smart Hub 2
Serial number:+091301+1951008031
Firmware version:v0.17.01.12301-BT
Firmware updated:Mon Jun 8 08:34:21 2020
Board version:R01
GUI version:1.56 15_02_2019
DSL uptime:4 days,04 Hours42 Mins29 Secs
Data rate:2.611 Mbps / 18.162 Mbps
Maximum data rate:2.544 Mbps / 21.610 Mbps
Noise margin:6.0 / 6.0
Line attenuation:16.3 / 27.5
Signal attenuation:14.4 / 22.5
VLAN id:101
Upstream error control:Off
Downstream error control:Off
Data sent / received:1.7 GB Uploaded / 21.1 GB Downloaded
Broadband username:bthomehub@btbroadband.com
BT Wi-fi:Activated
2.4 GHz wireless network name:BT-QHACH7
2.4 GHz wireless channel:Smart (Channel1)
5 GHz wireless network name:BT-QHACH7
5 GHz wireless channel:Smart (Channel36)
Wireless security:WPA2 (Recommended)
Wireless mode:Mode 1
Firewall:On
MAC address:0C:8E:29:CC:98:C6
Software variant:-
Boot loader:0.1.7-BT (Thu Nov 30 09:45:22 201
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Message 4 of 10

Re: Unresolved speed problem

Hi Ran quiet line test and it was silent.

BTTEST.JPG

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Message 5 of 10

Re: Unresolved speed problem

from your stats and dslchecker results your estimated range of connection speed is 27/17mb and from your hub stats you have an 18mb connection so at bottom of expected range.  your connection has been stable for 4 days and looks ok with noise margin normal at 6db and attainable at 21mb slightly higher than actual

are you using the test socket with a filter just to see if that helps increase your speed slightly?



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Message 6 of 10

Re: Unresolved speed problem

Hi Thank you for replying.

Using test socket with filter does not appear to make any difference

Speed test results now

Speeds TodaySpeeds TodaySpeeds at start of problemSpeeds at start of problemSpeeds prior to problemSpeeds prior to problem

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Message 7 of 10

Re: Unresolved speed problem

Hi,Can anyone advise me if given the speed reductions above, do I have a legitimate reason to expect BT to investigate and hopefully restore the line to its previous performance.

If so, how would I go about it or do I have to accept that the reduction is permanent?

Thank You.

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Message 8 of 10

Re: Unresolved speed problem

the results you have posted are speedtest results showing download speeds.  there is no guarantee on download speed and as I posted previously you connection speed, which are the speeds quoted by BT, is within your expected speed range and therefore not requiring an engineer visit

your cab is ECI and up til recently only Huawei cabs benefited from G.INP but recently openreach have been enabling G.INP on some ECI cabs so you may be lucky to benefit from that boost.  just need to wait and see

https://forum.kitz.co.uk/index.php/topic,15283.0.html



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Message 9 of 10

Re: Unresolved speed problem

Thank You for your prompt reply.
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Message 10 of 10

Re: Unresolved speed problem

NoMoreBT.jpg

At last I can have a great internet connection to all the devices in my home and 4K viewable on my television.   No longer do I have to pay BT for their "up to" fibre speed contract when i couldn't get a third of the speed and when they made alterations to the cabinet that reduced my speeds I had no option but to keep paying for a reduced service.  Soon to be a delighted ex BT customer .

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