ridiculous speed and service

[hande]

Since yesterday my download speed has dropped from 7.2 mbs to 200kbs. I find it extremely hard to view web pages as actual download speed is aprroximately 4 kbs as i found out when trying to download desktop help. The crazy thing is running a speedtest with either bt speedtester or speedtest.net it shows my extremely low download speed on both but my upload speed is as it used to be at just under 1 mbs so it seems it is just my download speed that is affected.

On top of this i made 8 calls to bt help last night and went through the automated service to speak to a technical advisor but each time the automated service transfered me to an advisor i was either disconnected or told the number was not recognised, after nearly 80 minutes of trying i finally got through to someone who could not rectify the fault and was told i would get a phone call back this morning from level2 tech support which has not happened.

This is my 3rd fault with bt in the last 5 months and I am really not happy with this level of customer service and care and am seriously considering going back to virgin.

thought i would post this result form bt speedtest to see if that helps

1. Best Effort Test: -provides background information.

Download Speed 0.07 Mbps 0 Mbps 4 Mbps Max Achievable Speed Download speedachieved during the test was - 0.07 Mbps For your connection, the acceptable range of speeds is 1.2 Mbps-4 Mbps. IP Profile for your line is - 3.93 Mbps 2. Upstream Test: -provides background information.

Upload Speed 0.83 Mbps 0 Mbps 0.83 Mbps Max Achievable Speed Upload speed achieved during the test was - 0.83Mbps Additional Information: Upstream Rate IP profile on your line is - 0.83 Mbps This test was not conclusive and further testing is required.This might be useful for your Broadband Service Provider to investigate the fault.

[imjolly]

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

in order for the forum members to help please can you post the adsl stats from your router may need to 'show detail' to get all stats (if hub enter 192.168.1.254 in your browser and navigate to adsl or use a-z, if netgear enter 192.168.0.1) and run btspeedtester (MAC users may have problems) bt speedtester and post the results .


are you connected directly via a filter to the NTE5 master or test socket or to somewhere else? Is the master the only phone socket in your home?

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

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

[hande]

speedtester results

1. Best Effort Test: -provides background information.

Download Speed 0.07 Mbps 0 Mbps 4 Mbps Max Achievable Speed Download speedachieved during the test was - 0.07 Mbps For your connection, the acceptable range of speeds is 1.2 Mbps-4 Mbps. IP Profile for your line is - 3.93 Mbps 2. Upstream Test: -provides background information.

Upload Speed 0.83 Mbps 0 Mbps 0.83 Mbps Max Achievable Speed Upload speed achieved during the test was - 0.83Mbps Additional Information: Upstream Rate IP profile on your line is - 0.83 Mbps This test was not conclusive and further testing is required.This might be useful for your Broadband Service Provider to investigate the fault.

hub results

Connection information

Line state: Connected

Connection time: 0 day, 01:55:37

 Downstream: 4,455 Kbps

Upstream: 1,099 Kbps

ADSL settings

VPI/VCI: 0/38

Type: PPPoA

Modulation: G.992.5 Annex A

Latency type: Fast

Noise margin (Down/Up): 6.1 dB / 6.2 dB

Line attenuation (Down/Up): 46.0 dB / 25.9 dB

Output power (Down/Up): 0.0 dBm / 12.4 dBm

FEC Events (Down/Up): 0 / 0

CRC Events (Down/Up): 369721 / 0

Loss of Framing (Local/Remote): 0 / 0

Loss of Signal (Local/Remote): 0 / 0

Loss of Power (Local/Remote): 0 / 0

 Loss of Link (Remote): 0

HEC Errors (Down/Up): 1854820 / 0

 Error Seconds (Local/Remote): 0 / 0

i have tried the quiet test and that is fine i am connected via test socket and this is the only socket in my home i have also tried 3 different adsl filters and also tried changing all cabling but am still have the problem

[imjolly]

you have a very large number of crc/hec errors in <2hrs which will be causing the download speed problems you are having.  can you conenct to the test socket?

if you have other sockets apart from the master have you removed the bellwire from terminal 3 in all sockets as this wi a well known cause of noise on your connection 

bellwire removal

[hande]

i am connected via test socket and this is the only socket in my home i have also tried 3 different adsl filters and also tried changing all cabling but am still have the problem

[imjolly]

this post has some other suggestions 
http://community.bt.com/t5/BB-in-Home/Poor-Broadband-speed/m-p/14217#M8397

[imjolly]

it may be worth getting the mods to change you connection to interleaved instead of fast and this will reduce the crc/hec errors

[john46]

it is the errors that are causing your problems they are showing noise on your line that may need engineer intervention it is worth trying the suggestions in this link http://community.bt.com/t5/BB-in-Home/Poor-Broadband-speed/m-p/14217#M8397 as they may help

[hande]

i have tried everything there and nothing has changed at all to cause electrical interference.

also getting really annoyed now as tech support said on online help this morning they would get the line reset to try and fix it and would take 4 - 5 hours and it has now been nearly 7 and it still hasn't been reset. really hate being lied to and fobbed off.

why can't bt actually employ people that actually know what they are doing and what they are talking about rather than outsource to an indian call centre where they just go by a script.

and well i appreciate you trying to help it shouldn't be down to the community to try and fix these problems bt should have a customer support service that actually know what they are doing.

[john46]

as has been suggested to you it may help to reduce the errors on your line if you get interleaving turned on currently both your noise margin and IP profile are correct there is no need for any form of reset use this link to the forum mods to get interleaving turned on http://bt.custhelp.com/app/contact_email/c/4951
they normally reply by email or phone directly to you within 3 working days

They are a UK based BT specialist team who have a good record at getting problems solved

This community is designed to be a customer to customer self help forum with support were needed from the forum mods who ae BT Employees it is officially supported by BT unlike many other ISP forums as a vast number of problems are resolved without BT intervention