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Newbie
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Message 1 of 4

Poor Connection & Slow

Hi, I hope someone can help.

Over this past week I have suffered from poor inconsistent broadband connection dropping out regularly with very slow speed constantly. Working from home has been made impossible.

It looks like my connection has been downgraded from fibre to adsl . Should have 45-50 down / 8-10 up but am only achieving 1.5-2.5 down / 0.3-0.9 up.

There is no service fault in my area, and the BT Broadband fault diagnostic will not complete on any of my devices (stalls at 99% every time). Understandably the BT is looking after its staff, but i've spent over 2 hours waiting to connect with customer service this week with no success. 

Can someone please direct me to where I can get this sorted, as I have had no luck with customer service?

Availability CheckerAvailability CheckerPerformance TestPerformance TestTechnical LogTechnical Log

 

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Distinguished Sage
Distinguished Sage
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Message 2 of 4

Re: Poor Connection & Slow

according to stats you have a 22mb connection speed which is well below expected.  your connection time is only 15hrs is that due to hub dropping connection or manual reset?

try quiet line test  dial 17070 option 2  should be silent and best with a corded phone and using the test socket

was btspeedtester done using an ethernet or wireless conenction?



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Newbie
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Message 3 of 4

Re: Poor Connection & Slow

Thanks for getting back to me.
15 hours is when the hub last dropped out.
I do not have a landline phone to check unfortunately. Can I check another way?
All testing has been conducted using ethernet connection.
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Distinguished Sage
Distinguished Sage
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Message 4 of 4

Re: Poor Connection & Slow

The only way to check is with a landline phone.

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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