Very slow internet/poor upload & download speeds

[alouise1991]

After a billion and once issues with getting the internet sorted at our new house it was finally installed in September, hurrah!

However, over the weeks we have noticed that the connection is so poor that even basic actions such as sending a WhatsApp message over WiFi or trying to visit a simple webpage cannot be completed.

Checked last night and our download speed was 3.09 mbps and upload was 0.53 mbps. As somebody who frequently works from home this has been a bit of a nightmare and these numbers do not match up to the speeds dictated to me on the phone when the first ever order (there have been a few since) was placed in July. 

If somebody could help shine a light on this issue that would be fantastic 🙂 

[Keith_Beddoe]

Welcome back to this user forum.

In order to find out what services and speed range you should be getting, please enter your phone number into this form.
Broadband availability checker


Please remember to edit out your phone number before you post the results.

Which home hub did BT supply you with?

Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.

[alouise1991]

We have a Hub 4 and there is no noise on the line.

Somebody may need to kindly decipher the following for me:

[Keith_Beddoe]

On ADSL, your connection speed should be between 2.5 and 6.5Mbs.

That assumes that you do not have an issue with your internal wiring.

If you look at this page, you should be able to get the actual connection speed from the home hub 4.

https://community.bt.com/t5/Announcements-Guides-Community/Broadband-Top-Tips-to-get-help-on-the-for...

Look at the Router Stats section.

What does you master socket look like?

Or

[alouise1991]

I will have to carry out the action in the 'Router Stats' section when I return home as I have had to nip out to use internet at a local cafe.

Master socket is like your first set of images - the second from the left to be specific. 

[Keith_Beddoe]

That is the new master socket with the front that clips off.

Is that the only socket you have, and are there any other extension sockets or wiring anywhere else?

[alouise1991]

That is the only socket we have and there are no extension sockets. As far as I am aware, and according to engineers who have visited the property, there is no wiring anywhere else.

Thankyou for your help!