The advertising authority's mandated the use of 'average' speeds rather that the much complained about 'upto' speeds that were previously used, but IMHO 'average' speed is a pointless measure..in the most simple terms , if an ISP had 2 customers on a 80Mb service , 1 getting the full 80Mb and 1 getting 20Mb, but both getting the speed their cable lengths from the cabinet woukd allow, then the company 'average' is 50Mb....should that ISP get a 3rd customer , and that customer lives on the same street as the 20Mb customer, then irrespective of the now advertised average 50Mb , they will get around 20Mb and may feel a little mislead by the 50Mb used in the advert
You should have been given an individual estimate for your location , or you can check it at
If what you get is close to what they individually said you should expect , or matches what the DSL checker predicts, then what you get is probably all you line is capable of delivering
The "average speed" is how all Internet Service Providers now have to advertise their broadband packages. It used to be "speeds up to" but this was thought to be misleading.
The "average speed" now means the average speed of every person who has that package. This obviously means that some will get more and some will get less. This in effect means that it is a totally meaning less measurement for individual customers lines.
To see what is possible for your line can you run this checker and post back a screen shot of the results. Make sure you delete your phone number before posting.
and use this speed tester then scroll down the page and carry out the further diagnostics and post back a screen shot of all the results including your IP profile for up and down. This test must be done with a wired connection.
As you have the Smart Hub, (Homehub 6) can you go to hub manager then advanced then technical log and post the stats. http://bthomehub.home/
A basic check of your line is to check to if there any noise on your phone line? Dial 17070 and select option 2, there should be no noise between the announcements.
Try connecting to the master socket/ test socket and if your problem is still there it could indicate that there is a line fault before the test socket on BT's side.
When you use the test socket make sure that any telephone extensions you have are "dead". There should be no dial tone at any of your phone extensions.