MyBT app says "sorry we were not able to test your speed"

[CanardNoir]

I'm on FTTC and usually get 57 MBps but this morning fast.com says it's 140 kbps.

Attempting to do a speed test on MyBT app gets to 90% pauses for ages and then says says "sorry we were not able to test your speed"

It wants me try to try again in 15 minutes.

I've now entered a 15 minute ever repeating loop.

What's going on?

Jamie

[Carlusha]

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@CanardNoirwrote:

I'm on FTTC and usually get 57 MBps but this morning fast.com says it's 140 kbps.

Attempting to do a speed test on MyBT app gets to 90% pauses for ages and then says says "sorry we were not able to test your speed"

It wants me try to try again in 15 minutes.

I've now entered a 15 minute ever repeating loop.

What's going on?

Jamie

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If you're managing only 140 kbps, then obviously there is a problem somewhere. Why not use the "Restart my Hub" in MyBT and see whether that improves things. 

[CanardNoir]

Thanks for trying to help.

I'd tried all that before attempting to use MyBT.

The app is beyond hopeless. Despite setting it to login using biometrics and setting a PIN. It forgets that setting almost every time I try to use it. This means having to enter a long login ID and long hidden password each time I try to get on.

When I get on it doesn't work.

It seems broken. I'm giving up with it to protect my mental health. It doesn't bode well when BT's own IT is broken and I'm trying to use them to run mine.

[iniltous]

Nothings infallible, if it’s not working , call and report it as such , if the line needs repair  how do you think that will be done without you telling them ?

[CanardNoir]

They are very difficult to contact.

Their website directs you to the phone app to conduct a speed test that doesn't work or to FAQs that don't even list the problem let alone provide any useful answers.

Those less charitable might think that this communication company is hiding behind its technology to prevent its customers communicating with it. They could certainly produce quite a lot of evidence for that thought.

[Michael_D · Accepted solution]

Hi @CanardNoir.

Have you tried to follow the steps on the BT website on the Fix a problem with broadband and Wi-Fi page?

This would run some checks on your line and arrange for a engineer if needed to look at your speed.

You can also text HELP to 61998 to run some automated tests, arrange an engineer or arrange a call back from our broadband tech team if required.

Michael

[CanardNoir]

Thanks!

Got there in the end.

[Michael_D]

My pleasure @CanardNoir.

I hope you see an improvement in the speed soon.

Take care and have a great day.

Michael