So, we have moved to the new house and broadband was activated on Thursday. However, I am only getting speeds of 7MB down and 4MB up even though I signed up for 50MB and was guaranteed 23MB as part of Stay Fast Guarantee.
I appreciate it has only been 3 days since line was activated but I am not getting anywhere close to the speed I thought I was going to get. I should have asked the previous owners about the speed but they weren't too techy and probably too late now.
I have tried speed tests using the hard wire and WiFi but same results.
I have tried the quiet line test by dialling 17070 and option 2. There is no noise in between announcements.
I have also tried using the online "Raise a fault" and went through various steps including using the test socket but it just said telephone line is working but there maybe a fault with broadband and an engineer might need to come out.
This is a list of your BT Smart Hub settings and current statistics.
Product name:BT Hub 6A
DSL uptime:1 Days, 0 Hours 25 Minutes 17 Seconds
Data rate:5.24 Mbps / 7.70 Mbps
Maximum data rate:5616 / 8960
Noise margin:6.6 dB / 6.3 dB
Line attenuation:28.2 dB
Signal attenuation:0 dB / 28.2 dB
VPI / VCI:0/38
Latency type:Fast Path
Data sent / received:232 MB Uploaded / 1353 MB Downloaded
Any advice would be greatly appreciated.
Thanks for the reply.
Should I wait for the 10 days suggested in the activation email to see if the speed goes up or should I just call now?
Also, when I went through the online fault diagnose, BT suggested the engineer visit might be charged. Surely, that doesn't apply in this instance.
As it's a new install there would be no charge. They may make you wait or the 10 days but it won't improve by then.
have you tried using the test socket with a filter to see if that helps speed. when you connect to test socket then check that there is no dial tone at any extension socket just in case there is some internal wiring causing the problem
I tried it with the test socket again just now and 2 things:
I don't think there is any extension in the house other than the master socket. There are a couple of Atlantic sockets (one upstairs and one downstairs) but don't think they are getting used.
There is however an alarm system which was used by the previous owners and I "think" (or presume) it is connected to the phone line. We haven't subscribed to the alarm system, so not sure what would happen if I just cut the cable? I am just worried that it might start beeping and we don't have the codes or anything to disarm it. More importantly I am unsure if it could impact the speed.
As long as it's the phone connected to the filter then yes you should have a dial tone. If youhave a dial tone on any extention when connecting to the test socket then you have star wiring which is a killer for VDSL.
Is there a way to tell if the alarm is connected to an extension? If so, whether there is a dial tone?
I am just cautious that I don't want to call BT and they send an engineer out, only to find out it was something stupid like an alarm that slowed the speed. I then end up paying £100+ for BT call-out for previous owner's mistake.
I don't know what a star wiring is, did a Google online and that stuff is way beyond me. Again, is this something if a BT engineer was to come out, he will be able to identify and fix?
Apologies for so many questions, I just don't know enough about this stuff.
If the speed is below what was guaranteed, you get a free visit, as its classed as an Early Life Failure.
Openreach will visit, they will sort out any issues, and fit a filtered socket, the alarm wiring will then connect to the filtered side.
It would best to leave it to them.