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Kuzey101
Aspiring Contributor
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Message 1 of 17

Broadband speed after recontracting - difficulty getting resolution

As briefly as possible: the expected speeds are not being delivered and despite numerous attempts to resolve the matter over a period of around a month involving 3 conversations and 3 different faults and a broken promise, the guaranteed and/or expected speeds are still not being delivered and speeds now seem to fluctuate.

Details: Recontracted to Superfast Fibre1 Unlimited on 11/07/18

Speed statement: We estimate your download speed will be between 66Mbps and 80Mbps, and your upload speed will be between 19Mbps and 20Mbps. The minimum guaranteed speed you can expect from your broadband will be 59Mbps. 

17/07 - Troubleshooter/diagnostics test showed 55.9 to Hub

19/07 - Troubleshooter/diagnosctics test showed 55.9 to Hub and 50.14 to Device

30/07 - Troubleshooter/diagnosctics test showed 55.8 to Hub and 52.05 to Device

30/07 Telephone call with helpline stated it would be reported to Wholesale although the operative said her test showed 59 download but she would nevertheless request a "reset".

07/08 - Troubleshooter/diagnosctics test showed 55.8 to Hub and 55.04 to Device

08/08 Telephone call with helpline stated original fault had been classed as a telephone line fault and had been closed. A new fault had been raised which would be transferred to Wholesale who would check the broadband service on 12/08

14/08 - Troubleshooter/diagnosctics test showed 55.7 to Hub and 55.51 to Device

14/08 Telephone call with helpline says no fault found on 12/08 and asked me to do the btwholesale speed test on a wired connection and to call them back. If unsatisfactory an engineer would be booked.

14/08 Carried out btwholesale tests to the letter and got wildly differing results: 53.39 down and 7.17 up; 8.19 down and 8.19 up

14/08 Second call to telephone helpline to report results from wholesale tests. Operative went offline for a long time carrying out various tests (no idea what) and maintained that the download was stable at 59. Stated there was therefore no justification to book an engineer. On reconnecting, the download speeds varied wildly between around 13 and 45 (using Ookla because the MyBT test was unavailable as it had a fault showing). Helpline operative said that the line would be monitored by the "Network Specialist Team" for 48 hours and that I would get a call.  No call received.

18/08 Openreach engineers doing something in grounds of communal gardens where I live.

20/08 Openreach engineer seen working on Cabinet 25 ("my" cabinet - about 100 yards from where I live)

20/08 - Troubleshooter/diagnosctics test showed 55.9 to Hub and 49.66 to Device

My exchange is Muswell Hill.

Home Hub 5.

Help requested:

To be in contact with someone from BT preferably in the UK who will take ownership of this issue and take appropriate steps to ensure I can get the minimum guaranteed speed and preferably the estimated speed that was highlighted when I recontracted. Contact with the helpline has been frustrating at best and it is infuriating to be told I would be called and not receive a call.

Thanks in advance to anyone who may be able to assist.

 

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16 REPLIES 16
Kuzey101
Aspiring Contributor
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Message 2 of 17

Re: Broadband speed after recontracting - difficulty getting resolution

Anyone able to help with this?

Speeds all over the place and router stats shifting around. 😞 

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Oddius09
Aspiring Expert
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Message 3 of 17

Re: Broadband speed after recontracting - difficulty getting resolution

Hi.

Several things you can do to help the more learned members of the community assist you.

1. Quiet line test 17070 option 2, if there is any crackling then you have a possible faulty line.

2. Post your router stats.

3. Post a screenshot from this site http://dslchecker.bt.com/

 

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Kuzey101
Aspiring Contributor
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Message 4 of 17

Re: Broadband speed after recontracting - difficulty getting resolution

Thanks for the suggestion.

1. Quiet line test - silent, no crackles

2. Router stats (hopefully what people might need):

This morning at around 10am

6. Data rate:

13615 / 59926

7. Maximum data rate:

13845 / 55749

8. Noise margin:

7.0 / 4.9

9. Line attenuation:

14.5 / 13.0

10. Signal attenuation:

15.0 / 13.5

11. Data sent/received:

2.8 GB / 15.4 GB

  This evening at around 9pm

6. Data rate:

13615 / 59926

7. Maximum data rate:

14126 / 60594

8. Noise margin:

7.3 / 6.2

9. Line attenuation:

14.5 / 13.0

10. Signal attenuation:

14.8 / 13.5

11. Data sent/received:

3.2 GB / 17.2 GB

 

3. The Wholesale screenprint:

BTWholesale.png

I note the Bridge Tap is Y - is that significant? Note also - last test on 13/08.

Thanks in advance

 

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Sage
Sage
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Message 5 of 17

Re: Broadband speed after recontracting - difficulty getting resolution

You cropped stats are looking OK with a connection speed of 59Mb although it doesn't look like G.INP has kicked in yet which will give you a speed boost.

I'd rather be able to see the full stats instead of what you think we need to see.

Are the speed variations on a wired or wireless connection?

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Kuzey101
Aspiring Contributor
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Message 6 of 17

Re: Broadband speed after recontracting - difficulty getting resolution

Hi and thanks for the response. Is it the full page from the Helpdesk report on the hub you would like to see? If so, here they are from this morning:

1. Product name:BT Home Hub
2. Serial number:+068543+NQ51136817
3. Firmware version:Software version 4.7.5.1.83.8.236.1.2 (Type A) Last updated 14/07/17
4. Board version:BT Hub 5A
5. DSL uptime:7 days, 18:03:11
6. Data rate:13615 / 59926
7. Maximum data rate:14137 / 54478
8. Noise margin:7.4 / 4.5
9. Line attenuation:14.5 / 13.0
10. Signal attenuation:14.7 / 13.5
11. Data sent/received:3.7 GB / 19.4 GB
12. Broadband username:bthomehub@btbroadband.com
13. BT Wi-fi:Yes
14. 2.4 GHz Wireless network/SSID:BTHub5-6TG9
15. 2.4 GHz Wireless connections:Enabled (802.11 b/g/n (up to 144 Mb/s))
16. 2.4 GHz Wireless security:WPA2
17. 2.4 GHz Wireless channel:Automatic (Smart Wireless)
18. 5 GHz Wireless network/SSID:BTHub5-6TG9
19. 5 GHz Wireless connections:Enabled (802.11 a/n/ac (up to 1300 Mb/s))
20. 5 GHz Wireless security:WPA2
21. 5 GHz Wireless channel:Automatic (Smart Wireless)
22. Firewall:Default
23. MAC Address:00:37:b7:1a:a5:a4
24. Modulation:G.993.2 Annex B
25. Software variant:AA
26. Boot loader:1.0.0

 

Wireless - though when I did the btwholesale test it was wired.

Thanks again.

 

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Distinguished Sage
Distinguished Sage
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Message 7 of 17

Re: Broadband speed after recontracting - difficulty getting resolution

have you tried using the test socket with a new filter - even if you currently have filtered master socket - and see if that helps improve your actual and attainable speeds by eliminating your internal wiring and faceplate  can you post stats when connecting to test socket

what speeds did you have before re-contracting?



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Kuzey101
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Message 8 of 17

Re: Broadband speed after recontracting - difficulty getting resolution

Hi and thanks for your assistance. Here are the results including before and after trying the test socket. I've trimmed these because of message size limits. I cannot be sure of the speeds before recontracting I'm afraid. 

Before test socket 11.29

4. Board version:

BT Hub 5A

5. DSL uptime:

0 days, 15:37:21

6. Data rate:

14746 / 59926

7. Maximum data rate:

14825 / 68128

8. Noise margin:

6.0 / 8.1

9. Line attenuation:

14.3 / 13.0

10. Signal attenuation:

14.7 / 13.5

11. Data sent/received:

138.7 MB / 248.1 MB

 

 

11.37 Test socket 

4. Board version:

BT Hub 5A

5. DSL uptime:

0 days, 00:01:44

6. Data rate:

19977 / 59926

7. Maximum data rate:

20677 / 72795

8. Noise margin:

6.4 / 9.5

9. Line attenuation:

11.4 / 10.9

10. Signal attenuation:

11.2 / 11.0

11. Data sent/received:

220.5 MB / 612.6 MB

 

Back to new splitter in ordinary socket 

4. Board version:

BT Hub 5A

5. DSL uptime:

0 days, 00:16:12

6. Data rate:

15016 / 59926

7. Maximum data rate:

14995 / 69377

8. Noise margin:

5.9 / 8.5

9. Line attenuation:

14.3 / 12.8

10. Signal attenuation:

14.7 / 13.3

11. Data sent/received:

290.3 MB / 910.8 MB

 

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Distinguished Sage
Distinguished Sage
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Message 9 of 17

Re: Broadband speed after recontracting - difficulty getting resolution

as you can see the test socket with a filter is giving better attainable speeds both up and down suggesting something now quite right with current socket



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Kuzey101
Aspiring Contributor
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Message 10 of 17

Re: Broadband speed after recontracting - difficulty getting resolution

Yes thanks I can see the slight difference (though upspeed is significantly different and in one of the conversations with the BT helpline they said I should only expect 14 ish up - so that remains a bit of a mystery). 

Not sure what the answer to the socket is as it has been there for ever.

Could you explain what the Bridge Tap is? I have seen various explanations but remain a bit baffled - it seems to be this that causes the line to be "impacted" - is that something in the cabinet or somewhere else?

Thanks in advance for your assistance.

 

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