I've raised a fault this morning after having issues with our fibre speeds dropping to 15mb. I completed the report a fault process and I have noticed that it now says the following at the bottom.
'We’ve had to remove your right to exit your contract without penalty, as we’ve not been able to monitor your speed or get any required information from you.'
At no point has it asked me for any more information and it must have appeared within minutes of the fault being registered. any ideas why it would say this or what I can do myself to sort out my speed issues. Our stay fast guarantee, guaranteed us minimum speeds of 45mb.
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
did you try quiet line test?
are you having problems with connection dropping or maybe trying resets to get improved speed or maybe a combination of both
have you tried using the test socket with a filter to see if that improves your connection by eliminating your internal wiring as causing a problem if you connect to test socket then please repost hub stats
I did the quiet line test and it was quiet.
Internet speeds were around 47mb and then since the hub light went yellow speeds have dropped to around 15mb. I will try the test socket and post the results.
Test socket results:
Speeds seem to be ok this morning, I've checked the event log for around the time the issues started and this is what was there: