cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
EML131927
Beginner
561 Views
Message 1 of 8

New router not working and slow download speed

Hello,

 

First question from me, I have had problems for months/years with my internet connection, always worse when the weather is wet.  My download speed is showing today at 3.92 upload speed 14.01.   Spoke online to try and solve the problem, they said I needed  a new router, it came yesterday and does not appear to work, goes blue then when I try to search for anything turns orange and goes off, so I am back to using the old one.

Buffering all the time when I am trying to watch football.

 

Don't feel I am getting a good service, done all the tests as stipulated, what next?

 

Any suggestions please?

 

 

0 Ratings
Reply
7 REPLIES 7
imjolly
Distinguished Sage
Distinguished Sage
558 Views
Message 2 of 8

Re: New router not working and slow download speed

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



If you like a post, or want to say thanks for a helpful answer, please click on the Ratings 'Thumbs up' on left hand side.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.
0 Ratings
Reply
EML131927
Beginner
556 Views
Message 3 of 8

Re: New router not working and slow download speed

Hi, Just done it, seemed fine to me.
0 Ratings
Reply
imjolly
Distinguished Sage
Distinguished Sage
553 Views
Message 4 of 8

Re: New router not working and slow download speed


@EML131927 wrote:
Hi, Just done it, seemed fine to me.

what?



If you like a post, or want to say thanks for a helpful answer, please click on the Ratings 'Thumbs up' on left hand side.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.
0 Ratings
Reply
EML131927
Beginner
541 Views
Message 5 of 8

Re: New router not working and slow download speed

The quiet line test. How would I share the results from the other thing? I cannot copy and paste, I have taken a screen shot, but don't know how to put that on here.
0 Ratings
Reply
imjolly
Distinguished Sage
Distinguished Sage
534 Views
Message 6 of 8

Re: New router not working and slow download speed

use the camera icon

how to upload photo.PNG



If you like a post, or want to say thanks for a helpful answer, please click on the Ratings 'Thumbs up' on left hand side.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.
0 Ratings
Reply
EML131927
Beginner
520 Views
Message 7 of 8

Re: New router not working and slow download speed

I dont have a camera icon. But what that test said was 4.69 and 15

0 Ratings
Reply
imjolly
Distinguished Sage
Distinguished Sage
512 Views
Message 8 of 8

Re: New router not working and slow download speed

when you select reply should be in 'body' just below 'subject'  are you using pc/laptop or if mobile then desktop view

 



If you like a post, or want to say thanks for a helpful answer, please click on the Ratings 'Thumbs up' on left hand side.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.
0 Ratings
Reply