Slow throughput speed

[IronHorse]

We don't seem to be getting anywhere fast with an issue affecting our line and we need to complain and escalate. Would do this direct with Openreach if we could but apparently we have to go through our ISP.

We have an issue where we're getting slow throughput speeds, download and upload speeds show up as fine (32 down, 5 up) but multiple devices are struggling to work as expected,

• 8x8 phone service has inbuilt connectivity checker, this shows throughput between 0 and 49kbps (kbps - not a typo!), packet loss between 30 and 50%, same results on wifi and ethernet.
• Sky TV can't download programs, takes around 5 attempts to get the download request to go through and finally start.
• Mobile phones struggle to view webpages, says page can't be found, then eventually loads. Same with apps.
• Company IT support can no longer remote connect into my PC, lagging and pixelated.
• Can no longer see drives through company VPN or use software that needs access to these drives.

Issues been have happening with previous ISP's Vodafone & Sky, same issues now with BT, ISP's have sent their own engineers out who have checked inside and said it's an Openreach issue, Openreach have been out and say it has to be ISP. Three different ISP's we've had the same issue with, surely has to be the line but Openreach are reluctant to investigate and keep pushing back to ISP's, going round in circles...

Short of getting a 4G only router package, we don't know what else to do!

Any help greatly appreciated.

[Keith_Beddoe]

@IronHorse 

If BT Retail is your ISP, then they are the people to complain to, assuming you are not a business customer. BT Retail only deal with residential accounts.

[imjolly]

welcome to the BT community forum where customers help customers and only BT employees are the forum mods

 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

Is the download/throughput speed ok during the day and poor at peak times?  are you using ethernet not wifi?

Someone may then be able to offer help/assistance/suggestions to your problem

[IronHorse]

Please find below stats.

Further updates,

• BT sending new router to test, need to try this before Openreach can escalate to stage 2 or do lift & shift.
• 8x8 network utility checker shows high packet losses on both ping and traceroute tests. Also shows issues with DNS, bandwidth and bufferbloat tests. Tests done 21.30 last night on ethernet with minimal other devices connected to router.

Product code:Hub

Serial number:+091298+2203020538

Firmware version:v0.33.00.12274-BT

Firmware updated:Fri Jun 17 00:22:31 2022

Board version:R01

GUI version:1.74 12_11_2020

DSL uptime:0 days,01 Hours51 Mins48 Secs

Data rate:5.382 Mbps / 34.771 Mbps

Maximum data rate:5.537 Mbps / 42.044 Mbps

Full Fibre (FTTP) Mode:On

Noise margin:6.1 / 6.3

Line attenuation:8.0 / 24.0

Signal attenuation:8.0 / 21.0

VLAN id:101

Upstream error control:Off

Downstream error control:Off

Data sent / received:4.8 MB Uploaded  / 326.6 MB Downloaded

Broadband username:bthomehub@btbroadband.com

Public Wi-fi status:Activated

2.4 GHz wireless network name:BT-ZRCWP2

2.4 GHz wireless channel:Channel: 11

5 GHz wireless network name:BT-ZRCWP2

5 GHz wireless channel:Channel: 44

Wireless security:WPA2

Wireless mode:Mode 1

Firewall:On

MAC address:C4:E5:32:F7:9F:91

Software variant:-

Boot loader:0.1.7-BT (Thu Nov 30 09:45:22 2017)