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Jdonegan693
Newbie
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Message 1 of 6

Shocking speeds after home move

I have recently moved my BT services to our new home (with great difficulty) we had originally intended to leave bt as speeds at our last property were beyond useless however we were convinced to remain with bt after being guaranteed almost 3 times the speed at the new house due to better infrastructure in the area. However 2 weeks into our new contract we can barely load a webpage, we can't access the Internet at all in serveral rooms, and when you finally are able to connect no other user in the house can use the internet. (Just me and my husband)

I feel like it's back in leagues with modem and dial up times- seriously what are we paying for here? I am sick of calling up and being told the same rubbish and having to go through the same checks over the phone to eventually be told we need and engineer but we will be charged if the fault is with us.

We have never had a good service with bt and I feel a fool for signing up for another 12 months. Desperately regret doing so.

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Distinguished Sage
Distinguished Sage
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Message 2 of 6

Re: Shocking speeds after home move

Can you run this checker and post back a screen shot of the results. Make sure you delete your phone number before posting.

http://www.dslchecker.bt.com/adsl/adslchecker.welcome

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.

http://speedtest.btwholesale.com/

If you have a Homehub 5 can you post the stats from 1-12 by logging onto the Homehub management pages then troubleshooting > helpdesk. http://bthomehub.home/

or

If 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/

Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.

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Moderator
Moderator
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Message 3 of 6

Re: Shocking speeds after home move

Hi @Jdonegan693 and welcome.

 

I'm sorry you're having problems with the connection speeds. If you can give the details as requested by @gg30340 I'm sure we'll be able to offer some advice on this.

 

Cheers

 

David

Community ModeratorDaveM
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Jdonegan693
Newbie
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Message 4 of 6

Re: Shocking speeds after home move

I have screen shot the first request however these comment boxes will not allow me to attach a picture and I do not have the means to perform a wired connection test. Most bt services are wireless, hence why we have wireless broadband as we have no use for wired systems?
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Distinguished Sage
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Message 5 of 6

Re: Shocking speeds after home move

Wireless speed will never be guaranteed.

You need to be on the desktop version to upload images.
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Distinguished Sage
Distinguished Sage
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Message 6 of 6

Re: Shocking speeds after home move

Please upload the picture to your forum gallery.

 

Here is how to post pictures.

 https://community.bt.com/t5/help/faqpage/faq-category-id/images#images

 

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