I am posting this as a last resort because I've tried going through CS and they always seem to do the same thing but our problem persists.
We've had BT broadband for more than 2 years now and only started experiencing problems since around March time this year. It took me a while to figure out what exactly is happening. Basically, the router (BT Smart Hub 1) drops the broadband connection (lights go amber) and it connects back again but syncing at different speeds. We were getting 80/20 speeds for two years and suddenly now it started doing this. Speeds vary from 70meg to usually about 25/10. At the moment it's at 27/13. I understand everyone is at home using their broadband more than usual, however, I don't understand why the router keeps dropping the connection and re-syncing at different speeds! This is hugely disruptive when both my spouse and I are trying to work from home!
We had two Openreach engineers out who did the same line tests and all tested fine. The last engineer that came said he cannot go inside the house because of Covid and that I should stop calling as there is nothing wrong with the line and that I should just live with the issue until end of May or so until they are allowed to go into our property, implying the issue is with the wiring. There is nothing wrong with wiring, it's a new build house and why would it be working fine for more than 2 years to start having issues now? It is highly unlikely.
It more seems that BT are reducing the speeds to cope with demand, which again, I understand, but the router shouldn't be dropping the connection and resyncing at different speeds! This is the first time I'm seeing this, usually the speed throttling is done on the providers end while router syncs at original speeds, even though it might not be getting that.
Last CS person I spoke to said it is probably due to the router, so sent out a new Smarthub 1 router. It didn't help, same issue reappeared soon after plugging in. We had a stable connection for around 4-5 days with no disconnects and then it started happening again this week. Today about 4 disconnects so far.
Is there anyone that can help? The CS lady I chatted with today said she can only send an engineer out and they will then assess what next, however, from previous experience this has proved to be a waste of time. These engineers are just old school telecoms engineers who specialise in wiring, they don't seem to know much about IT.
Post stats from advanced settings then technical log information
check phone line. Dial 17070 option 2 should be silent and best with corded phone
have you tried using test socket with filter to see if that helps stability
enter phone number and post results remember delete number
Here's the info from Advanced Settings as requested:
BT Hub 6A
0 Days, 23 Hours 37 Minutes 48 Seconds
7.71 Mbps / 29.43 Mbps
20511 / 73921
19.8 dB / 18.9 dB
15.7 dB / 18.3 dB
12 GB Uploaded / 39 GB Downloaded
Smart (Channel 1)
Smart (Channel 36)
Also, I should've said in the first post - I did the quiet line test already a few times, it was one of the first things I checked (I'm an IT & telecom support technician). Tried it on the master socket with & without faceplate. I even opened up the socket and disconnected the extension sockets that were wired in and left only the BT line connected. But no change.
Here's the info from the BT wholesale website as requested:
from the dslchecker results your speed was 77/20mb on 26/4 and has really gone downhill in last couple of days
is quiet line test still ok?
if line now appears stable don't really want to change anything and cause another reset
Yeah, quiet test is still fine. I need to wait and see a few days if the re-syncing starts happening again or not. Longest I went before was about 6 days with no drops and then it started doing it regularly again. Will update in a weeks time!
I am also haing the exact same issue , with absolutely no help from BT.
They are all saying everything looks ok.
Old speeds around 50~60Mb, now can only get around 17Mb