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mjdreceipts
Contributor
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Message 1 of 5

Drop outs / Slow Speeds / Can't test line speed

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I've recently moved into a new build house and activated Fibre approx 4 weeks ago (35MB max download speed which I was achieving). Everything was working fine until 2-3 weeks ago, when after a power cut / thunder and lightning, our broadband was very erratic for a day or so (not connecting for periods of time and then connecting at very slow speeds). 

It worked itself out after a few days, but since this I've haven’t been able to run a speed test on the router via the MyBT app (which was previously running speed tests no problem) as it gets to 100% and then fails. 

Over the last 24 hours (again after lightning) the drop outs and slow speeds have started happening again. The BT Service checker states everything is fine in my area. 

Any ideas what this could be? Everything within my home seems to be working fine so I suspect there’s something external going on. 

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albertj
Aspiring Expert
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Message 2 of 5

Re: Drop outs / Slow Speeds / Can't test line speed

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You could try this speed test tool: http://speedtest.btwholesale.com/

 

Dial 17070, Option 2 ideally with a corded phone, should be silent.
Go to dslchecker.bt.com, post results but delete phone number and cabinet.

Also, could you post the stats from your router?
Go to 192.168.1.254 in your browser, then:
HH6: Advanced settings/technical log/information
HH5: Troubleshooting/helpdesk

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mjdreceipts
Contributor
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Message 3 of 5

Re: Drop outs / Slow Speeds / Can't test line speed

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Hi @albertj

Thanks for this; I appreciate the help. Please find the results for the Quiet Line Test, Speed Test, DSL Checker and Router information below. 

Quiet line test - Used a corded phone as suggested and line was VERY crackly and with high pitched beeping

Speed test (below)

Screenshot 2019-08-28 at 14.33.54.png

DSL Checker information

Screenshot 2019-08-28 at 14.36.09.png

 

Smart Hub information:

output-onlinepngtools.png

albertj
Aspiring Expert
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Message 4 of 5

Re: Drop outs / Slow Speeds / Can't test line speed

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Something is wrong with your line, contact BT 0800 800150.

As I said, the line test should be quiet. Your noise margin is slightly too high.

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mjdreceipts
Contributor
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Message 5 of 5

Re: Drop outs / Slow Speeds / Can't test line speed

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Thanks very much @albertj!

I'll give them a buzz to see if this resolves it. 

Cheers!