cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
Kona
Beginner
340 Views
Message 1 of 9

Broadband Speed Dropped to 30% and BT Will Not Do Anything.

I have FTTC and for the last 10 years have been getting download speeds of 12Mbps, last weekend the speed fell to less than 4Mbps. This service is costing me nearly £60 per month!!.
I reported this to BT who sent an engineer from QubeGB, who spent most of the time talking to someone on his phone. I asked him had he found the issue, he said he could not find anything wrong apart from there were a lot of line dropouts last weekend. He said he would report the dropouts to BT and left. 

Download speed was still the same.

Later the same day I got an email saying 

Code: 0101 Message: Completed :: Job Complete No issues

I work from home supporting the NHS with IT issues, I have 2 children trying to study for A levels and studying from home. At the moment the Broadband is useless for all of us

If I can't get this fixed, not only will I not be able to support the NHS, I won't have a job and my children will fail their A levels!!

I called BT and said the issue was still the same, they said they would send another engineer, who won't arrive for nearly a week, but I am concerned he won't do anything to help either.

Please can someone advise what I can do about this?

0 Ratings
Reply
8 REPLIES 8
pippincp
Sage
331 Views
Message 2 of 9

Re: Broadband Speed Dropped to 30% and BT Will Not Do Anything.

Can you post the connection stats from the hub. For HH5: troubleshooting/helpdask. Smarthub: advanced settings/technical log/information.

Also do a quiet line test, 17070 option 2. The line should be silent between announcements, best with corded phone.

0 Ratings
Reply
Kona
Beginner
323 Views
Message 3 of 9

Re: Broadband Speed Dropped to 30% and BT Will Not Do Anything.

Hello,

Thanks for your reply, the line is a bit noisy. 

Here are the stats from the hub:

 
Data rate:1.126 Mbps / 5.199 Mbps
Maximum data rate:1.126 Mbps / 14.032 Mbps
Noise margin:6.5 / 19.0
Line attenuation:15.9 / 33.6
Signal attenuation:15.9 / 49.1
 
0 Ratings
Reply
imjolly
Distinguished Sage
Distinguished Sage
321 Views
Message 4 of 9

Re: Broadband Speed Dropped to 30% and BT Will Not Do Anything.

please can you post the full stats page

which master socket do you have

Keith_Beddoe_0-1577035081757.jpegMaster socket types.jpeg



If you like a post, or want to say thanks for a helpful answer, please click on the Ratings 'Thumbs up' on left hand side.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.
0 Ratings
Reply
Kona
Beginner
303 Views
Message 5 of 9

Re: Broadband Speed Dropped to 30% and BT Will Not Do Anything.

Hi Thanks for the reply.

I have the master socket number 7, there is only one phone from this socket, which I don't usually have plugged in. I have tried removing the socket and plugging the cable from the HH6 directly into the incoming line (using a microfilter) but this made no difference to the speed. The issue appears to be outside the premises.  

Here is the details from the HH6 I have removed the MAC address, WiFi name and the serial number:

Product code:Smart Hub 2

Firmware version:v0.24.04.11017-BT
Firmware updated:Thu Dec 31 16:01:36 2020
Board version:R01
GUI version:1.71 05_06_2020
DSL uptime:0 days,15 Hours59 Mins17 Secs
Data rate:1.126 Mbps / 5.199 Mbps
Maximum data rate:1.126 Mbps / 14.044 Mbps
Noise margin:6.6 / 19.1
Line attenuation:15.9 / 33.6
Signal attenuation:15.9 / 49.1
VLAN id:101
Upstream error control:Off
Downstream error control:Off
Data sent / received:441.6 MB Uploaded / 3.3 GB Downloaded
Broadband username:bthomehub@btbroadband.com
BT Wi-fi:Activated
2.4 GHz wireless network name:
2.4 GHz wireless channel:Smart (Channel1)
5 GHz wireless network name:
5 GHz wireless channel:Smart (Channel36)
Wireless security:WPA2 (Recommended)
Wireless mode:Mode 1
Firewall:On

Software variant:-
Boot loader:0.1.7-BT (Thu Nov 30 09:45:22 2017)

0 Ratings
Reply
pippincp
Sage
269 Views
Message 6 of 9

Re: Broadband Speed Dropped to 30% and BT Will Not Do Anything.

Unclip the faceplate and connect to the test socket with a filter and repost stats.

Check for line noise again and if still present report a noisy line fault not a broadband one.

0 Ratings
Reply
Kona
Beginner
254 Views
Message 7 of 9

Re: Broadband Speed Dropped to 30% and BT Will Not Do Anything.

Thanks for the reply.

Here is the info with the line filer, the line noise is still the same, I always had difficulty hearing people on this line  but the broadband was fine.

Product code:Smart Hub 2
Serial number:
Firmware version:v0.24.04.11017-BT
Firmware updated:Thu Dec 31 16:01:36 2020
Board version:R01
GUI version:1.71 05_06_2020
DSL uptime:0 days,00 Hours01 Mins05 Secs
Data rate:1.13 Mbps / 5.199 Mbps
Maximum data rate:1.130 Mbps / 13.630 Mbps
Noise margin:6.4 / 18.6
Line attenuation:16.0 / 36.7
Signal attenuation:16.0 / 49.1
VLAN id:101
Upstream error control:Off
Downstream error control:Off
Data sent / received:0.6 MB Uploaded / 3.1 MB Downloaded
Broadband username:bthomehub@btbroadband.com
BT Wi-fi:Activated
2.4 GHz wireless network name:
2.4 GHz wireless channel:Smart (Channel1)
5 GHz wireless network name:
5 GHz wireless channel:Smart (Channel36)
Wireless security:WPA2 (Recommended)
Wireless mode:Mode 1
Firewall:On

Software variant:-
Boot loader:0.1.7-BT (Thu Nov 30 09:45:22 2017)

0 Ratings
Reply
imjolly
Distinguished Sage
Distinguished Sage
251 Views
Message 8 of 9

Re: Broadband Speed Dropped to 30% and BT Will Not Do Anything.

Then report a phone fault NOT broadband to 151 or 0800800151 from a mobile. Fix noise problem and broadband will improve



If you like a post, or want to say thanks for a helpful answer, please click on the Ratings 'Thumbs up' on left hand side.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.
0 Ratings
Reply
Kona
Beginner
247 Views
Message 9 of 9

Re: Broadband Speed Dropped to 30% and BT Will Not Do Anything.

OK Thanks

0 Ratings
Reply