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Newbie
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Message 1 of 7

Fibre - slow and intermittent drop out's

Hello,

For the past week we have been experiencing drop out's and slow speeds.

It started out as the connection dropping multiple times a day, in the last couple of days this seems to have reduced to once/twice a day but we are still experiencing slow speeds.

I've run a speed test through BT about 10 mins ago and the result was 65.9mb/s, however 5 mins earlier I ran a speed test through Google which came back with Download 2.65 and Upload 5.03  Having used the internet this morning it definitely feels like the latter figures are accurate not BT's.

The connection & speed seemed normal on Friday so ran a speed test which showed 63.3 & 7.67

Any idea's as the Help function on the BT site just sends you round in circles and given the situation we find ourselves in there's predictably no answer from customer services.

Cheers,

Chris

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Distinguished Sage
Distinguished Sage
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Message 2 of 7

Re: Fibre - slow and intermittent drop out's

@ChrisCSU 

Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.

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Newbie
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Message 3 of 7

Re: Fibre - slow and intermittent drop out's

Sorry we don't have a phone connected to the line. The hub is the only thing connected to it.

Cheers.

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Message 4 of 7

Re: Fibre - slow and intermittent drop out's


@ChrisCSU wrote:

Sorry we don't have a phone connected to the line. The hub is the only thing connected to it.

Cheers.


That is the only way.

There are quite a few people that do not plug a house phone in to check dial tone every so often. This can cause issues with broadband. Also, if one wire has become disconnected (quite common), then that will cause no broadband,  constant disconnections, or a very low speed.

The solution is to get hold of a cheap (less than £10) wired phone, and plug it into the phone socket to see if you get dial tone.

Then dial 17070 (free call)  and select option 2, quiet line test, and see if there is any noise on the line.

If you do not get dial tone, or there is noise on the line, then you need to report it as either no dial tone, or a noisy line. Do not mention the broadband problem, otherwise it will end up in the wrong fault queue, and take much longer to be fixed. There are plenty of people who can fix phone faults, but not as many broadband people.

Once the phone fault is fixed, then the broadband will get better.

You may find that the very act of plugging a phone in, and getting dial tone, fixes your broadband, as it breaks down any corrosion.

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Newbie
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Message 5 of 7

Re: Fibre - slow and intermittent drop out's

Thank you for the prompt reply.
I've ordered a phone on Amazon and will report back.
Cheers.
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Newbie
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Message 6 of 7

Re: Fibre - slow and intermittent drop out's

Phone plugged in and no dial tone so line fault logged online.
Thank you.
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Message 7 of 7

Re: Fibre - slow and intermittent drop out's


@ChrisCSU wrote:
Phone plugged in and no dial tone so line fault logged online.
Thank you.

They normally try to restore the phone line as soon as its possible, just in case its needed in an emergency. Its probably just a broken connection, probably in the cabinet, or the pole (if you are fed  from an overhead dropwire)

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