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tonijohnson
Beginner
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Message 1 of 3

Live chat & broadband issues

Where’s live chat gone? 

the speed of my internet has been atrocious, even with split (2.4 & 5) broadband, my speed is lower than the guaranteed 32mb/s. I don’t really want to phone (I’m mentally disabled and find writing easier than talking) but my connection seems to be getting worse and worse. The WiFi isn’t dropping out (the light on the hub stays blue) but it’s so slow that nothing loads up, I can’t stream (Netflix etc) and have to use up my 4g data on my mobile to access the internet whilst at home, which is ridiculous when I pay over £40 a month for fibre with halo 1.

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imjolly
Distinguished Sage
Distinguished Sage
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Message 2 of 3

Re: Live chat & broadband issues

welcome to the BT community forum where customers help customers and only BT employees are the forum mods

in order for the forum members to help please can you post the stats from your router (if hub enter 192.168.1.254 in your browser) and if  HH5 then go to troubleshooting then helpdesk and if HH6/SH2 then advanced settings then technical log information . 

Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal

 

enter your phone number and post results  remember to delete number   https://www.broadbandchecker.btwholesale.com/#/ADSL

Someone may then be able to offer help/assistance/suggestions to your problem



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DavidM
Moderator
Moderator
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Message 3 of 3

Re: Live chat & broadband issues

Hi @tonijohnson and thanks for posting.

You've mentioned splitting the channels. Is this a wireless issue? Can you test the speeds via cable connection?

Cheers

David

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