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Distinguished Sage
Distinguished Sage
364 Views
Message 21 of 25

Re: Slow Broadband speeds and complaints to BT

But you don't need the Openreach modem, the HH5 plugs directly into the telephone socket instead of the modem. By doing that you can get some meaningful information to help diagnose your problem. If you are not going to help us, we can't help you.

Unplug the lead that is plugged into your modem that comes from the phone socket and just plug it straight into the DSL socket on the HH5 instead. Remove the RJ45 lead between the modem and HH5.

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Distinguished Sage
Distinguished Sage
362 Views
Message 22 of 25

Re: Slow Broadband speeds and complaints to BT

It is not a fine, if the fault is with your equipment etc it is a charge for getting Openreach out to fix a problem that they are not responsible for.

 

If you are 100% certain that the fault is not anything to do with your equipment, wiring or any possible legacy wiring within your house you will not be charged.

 

If you haven't already done it you will need to contact BT and request an engineer.

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Davies54
Beginner
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Message 23 of 25

Re: Slow Broadband speeds and complaints to BT

Hi thanks for the reply but as ive already reported the fault and the nice lady in India who got me to disconnect all my wireless and wired devices and the speed was still poor when running a speed test direct from the hub has not progressed this fault to BT as promised ?
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Distinguished Sage
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Message 24 of 25

Re: Slow Broadband speeds and complaints to BT

the call you made was to a BT call centre BT do not fix problems on the network that is Openreach if you just connect your hub as asked and also as it should be connected you will get a lot more help
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YourEIN
Aspiring Contributor
266 Views
Message 25 of 25

Re: Slow Broadband speeds and complaints to BT

Ok, lets start from the beginning. If you have the socket on the wall that has 2 holes, plug your hub directly into the smaller of the two holes using the modem cable. Remove any filters or extensions. You don't need them. Nor do you need any modems. Once you have done this, can you please run a speed test again? If there is a disparity between what your purchased and what you are getting, call the technical helpdesk on 0800 111 4567 (do not give or confirm your phone number to the automated system, you will get through to a person quicker). They will be able to carry out some line tests and see if it is a problem that exists on the network or whether the problem is within the home (CE fault). If the fault is within the home, and the engineer who attends finds the fault is caused by damage to Openreach equipment caused by corrosion, renovation, damp, vermin etc and it is within the boundaries of your property there could be a charge of £129.99 If the fault is outside the boundaries of your property or involves BT equipment (hub etc) there would be no charge. The charge is to pay Openreach for the engineer. EDIT - sorry about the composition. For some reason I am unable to paragraph my post.
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1. Is hub in the right 'hole'? If you have a '2-hole' socket, put the ADSL cable into the small square hole...
2. Make sure you are connecting to the correct 'SSID' e.g. BTHub6-1234
3. If you 'work from home', use a business line, not a residential line.
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