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andy2308
Beginner
670 Views
Message 1 of 27

keep losing signal & poor speed

Hi

 

Over the last few days I keep losing my internet connection, I've run several speed tests today connected directly to the router with an ethernet cable & master socket and I'm still struggling to get more than 0.5Mb - usually we average 1.5Mb (Warmwell exchange)

 

I've tried replacing the router for a brand new netgear as the BT homehub kept losing the signal even at our old address but it's made no difference and over the last 48 hours it's become unbearable.

 

I've done the test using speedster.btcom, that also shows 0.5Mb.

 

There are no listed service issues in my area so what's going on?

 

Cheers,

 

Andy.

 

 

 

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26 REPLIES 26
jac_95
Guru
Guru
668 Views
Message 2 of 27

Re: keep losing signal & poor speed

Hi, to help us find the problem with your connection please may you see the following steps below:
 
1) Are you connected by master or test socket?.
2) Can you please run a BT speed test http://speedtester.bt.com (not beta version)
3) is there any noise on your line. dial 17070 option2 from landline. should be silent but slight hum normal on cordless phone.
4) please post adsl line statistics
ADSL Line Stats Help
If you have a BT Home Hub then....
 
Then:
1) Go to http://192.168.1.254 or http://bthomehub.home
2) click Settings
3) Click Advanced Settings
4) Click Broadband
5) Click Connection or sometimes called ADSL
The direct Address is http://bthomehub.home/index.cgi?active_page=9116 (for bthomehub3)

Cheers,

jac_95 | BT.com Help Site | BT Service Status
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john46
Distinguished Sage
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Message 3 of 27

Re: keep losing signal & poor speed

Hi Welcome to the forums

Here are some help pages done by CL Keith http://forumhelp.dyndns.org/speed/Speed.html


also post your full hub stats by entering 192.168.1.254 into your web browser address bar and navigate to adsl or use a-z, if netgear enter 192.168.0.1

Can you also post the full results from BT Speedtest speedtester.bt.com  speedtest.jpg

Have you tried connecting to the test socket at the rear of the master socket    testsocket2.jpg

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


This is a customer to customer self help forum the only BT presence here are the forum moderators

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andy2308
Beginner
659 Views
Message 4 of 27

Re: keep losing signal & poor speed

Hi,

 

We don't have a traditional master socket here, the house is new, there's a big grey box on the outside of the property and the main master socket is mounted inside the house directy in front of it (if that makes sense), the master socket has no removable faceplate - it's one whole piece screwed to the wall.

 

Did the noise test, that came back fine - no noise.

 

Tried re-running the speedtester and so far it won't re-run, the earlier test came back at 0.5Mb.

 

I'm currently running with the Netgear router so I'll plug the BT one back in later and post the stats.

 

Cheers, 

 

Andy.

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andy2308
Beginner
657 Views
Message 5 of 27

Re: keep losing signal & poor speed

When I run the speedtester I get:

The server encountered an internal error () that prevented it from fulfilling this request.
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jac_95
Guru
Guru
654 Views
Message 6 of 27

Re: keep losing signal & poor speed

Hi,

 

If you get an error on the BT Speedtester then just refresh the page and it should work. During peak times it may need to be refreshed more than once.

 

If that is ok to use your BT Home Hub, if not then to find the ADSL Statistics on a netgear it is http://192.168.0.1 and look for ADSL Status/ Statistics.

 

cheers


jac_95 | BT.com Help Site | BT Service Status
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andy2308
Beginner
651 Views
Message 7 of 27

Re: keep losing signal & poor speed

speedtest 050812.jpgthis is the result from speedtest.net

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andy2308
Beginner
649 Views
Message 8 of 27

Re: keep losing signal & poor speed

ADSL Link Downstream Upstream
Link Rate 672 Kbps 448 Kbps
Line Attenuation 59.0 dB 31.5 dB
Noise Margin 6.4 dB 12.0 dB
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john46
Distinguished Sage
646 Views
Message 9 of 27

Re: keep losing signal & poor speed

you could try this version http://speedtest.btwholesale.com/

run the basic check then the diagnostic one and post back the results
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andy2308
Beginner
639 Views
Message 10 of 27

Re: keep losing signal & poor speed

this is the result:

 

it seems to imply that 0.5 is normal and acceptable, which is bull quite frankly. We were getting in excess of 1.5Mb until this weekend.

 

speedtestdetail 050812.png

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