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Distinguished Guru
Distinguished Guru
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Message 11 of 22

Re: Terrible issues trying to get problems fixed

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Have you checked for noise on the line? 17070 option 2 and best with a corded phone.

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mgrowe
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Message 12 of 22

Re: Terrible issues trying to get problems fixed

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just did it with cordless phone as do not have a wired one and no noise at all
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mgrowe
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Message 13 of 22

Re: Terrible issues trying to get problems fixed

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Just checked hub again ands sync is even less

Downstream sync speed: 22.4 Mbps

Was 25 Mbps yesterday

Gone quiet on here since my post yesterday so I guess I call BT tomorrow as still does not show open fault on my account. Very frustrating but checked and if they don't fix it within 30 days so I get the promised speed I can leave contract with no charges. I like BT as I used to work for them but may have to move on as I work from home 1 day a week and need a working reliable broadband.

Seems to have started after I added plus to my account. New hub for that so I may put the old one back in tomorrow to see if that helps

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Distinguished Sage
Distinguished Sage
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Message 14 of 22

Re: Terrible issues trying to get problems fixed

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You can try old hub but if you are dropping connection often then you need to get engineer visit. Without seeing new hub stats I cannot be sure but I think you probably are now in a banded profile hence low speed and high noise margin


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Distinguished Sage
Distinguished Sage
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Message 15 of 22

Re: Terrible issues trying to get problems fixed

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@mgrowe wrote:

Very frustrating but checked and if they don't fix it within 30 days so I get the promised speed I can leave contract with no charges.


Did you read this http://bt.custhelp.com/app/answers/detail/a_id/35296/%7E/your-line-speed-explained

mgrowe
Contributor
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Message 16 of 22

Re: Terrible issues trying to get problems fixed

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Yes I read that and that is why I am aware I can leave if I don't get the promised speed - Thanks

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Distinguished Sage
Distinguished Sage
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Message 17 of 22

Re: Terrible issues trying to get problems fixed

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@mgrowe wrote:

Yes I read that and that is why I am aware I can leave if I don't get the promised speed - Thanks


So its a new contract that you have, which is never achieved the minimum line speed you were promised?

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mgrowe
Contributor
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Message 18 of 22

Re: Terrible issues trying to get problems fixed

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Imjolly

 

Thanks but I am ex BT and an IT professional so I am aware of the sync which is why I did not worry about it at first but if anything the sync has gone dwon after the 10 days. I did book an engineer as per my first post on this and have booked one again but cannot see the fault I raised on my account details/

I did restart the hub a couple of days ago so I will see if that helps and then if te engineer arrives this time

 

Thanks for your help on this

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Distinguished Sage
Distinguished Sage
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Message 19 of 22

Re: Terrible issues trying to get problems fixed

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The noise margin is high, which indicates that DLM has reduced your connection speed due to line instability/error, multiple restarts or disconnections of the home hub. You need to leave everything alone, otherwise it will not recover.

A visit from Openreach is the only answer, as they can test the line, and reset DLM.

This will be free of charge. See https://community.bt.com/t5/Landline/Master-socket/m-p/1747188#M54967

mgrowe
Contributor
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Message 20 of 22

Re: Terrible issues trying to get problems fixed

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 I updated my existing contract to plus and complete and was promised 38Mb (Which I was almost getting before I changed)

Sent new Smart Hub 2 and a disk which I installed  and since then the speed has dropped to 20Mb and I also have BT mobiles using Wifi calling but sounds like I am under water when I take a call.

 

Thanks

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