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Message 1 of 5

Reduced broadband speed

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Can anyone advise on an issue with my broadband speed.

Late 2020 a Master Socket 5C was fitted to my phone line, this was after I reported a fault where my speed was down to 11mb from a previous 21mb.

Once the socket was fitted my speed was 39mb, which then settled to between 33-35mb which I was very happy with as it was a great improvement.

My speed ran at 33-35mb throughout 2021 without any problems, but during 2022 the speed has now dropped to 22-23mb. After speaking with BT technical they advise that as the 22-23mb falls within their specified range of 14-35mb then it is not considered as fault. Also as I do not use a BT hub (I have a Linksys mesh system) then they cannot help further.

Can anyone advise....

  • Is the speed being held back on my line
  • If so, how should I pursue this to get the speed back to mid 30mbs.

33-35mb is not particularly fast these days, but the speed reduction at 22-23mb is very noticeable.


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Message 2 of 5

Re: Reduced broadband speed

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are you able to post any connection stats from your router?

check your line for noise by dialling 17070 option 2  should be silent and best with corded phone

check that the front of the master socket is secure as it is easily dislodged and will cause connection problem

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Message 3 of 5

Re: Reduced broadband speed

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Thanks for the suggestions.

The 17070 test was silent.

The Master socket front is secure

I cannot find any connection stats within my router dashboard I am afraid  (it's not a BT Hub).

BT have tested the line and say all is ok, so as 22mb is above the minimum guaranteed speed then it's not considered a fault.

However, I know around 35mb is possible on my line as it ran at this level throughout 2021.

I guess my options are to suffer 22mb or go back to BT again!


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Message 4 of 5

Re: Reduced broadband speed

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Hi @Rad2 and welcome to the BT Community!

Sorry for the slower broadband speeds you're seeing. I appreciate the time you have taken to speak with the helpdesk.  Thanks also for carrying out the tests above.

We can have a look at your broadband from here to see if there is potential to get your speed back up to what you were seeing previously.  I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages



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Message 5 of 5

Re: Reduced broadband speed

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Thanks for letting me know the engineers got this sorted for you @Rad2 .

If you have any other problems post back and we'll be happy to help.

All the best