We're giving you faster broadband ...

[CJ57]

Well that's what the email from BT said.  Current contract is 50 Mbps and apprently 'within 4 weeks' I would be getting 67 Mbps.  Well the 4 weeks AND 2 week speed adjustment period are up and guess what - things have got worse.  Recent latency / upload/download speeds have been as follows

16/5.9/5.2  - 19 43.7/4.8 -  17/43.4/18.5 -   16/45 /19.1 -   18/27/17.6

PLUS countless drops / loss of iunternet.  Nothing has changed my end and I've done all the usual chaecks (pointless though they are but BT insist you do them).

I've been with BT for longer than I can remember and put up with the odd blip in service, plus having the hassle of haggling for a new deal every year or so, but once I get all my contract renewal dates aligned (landline/broadband/mobile)  I really need to look for another supplier.

Shocking service.

[pippincp]

Enter your number HERE and post the result. Remove phone no first.

[CJ57]

Featured Products	Downstream Line Rate(Mbps)	Upstream Line Rate(Mbps)	Downstream Handback Threshold(Mbps)	WBC FTTC Availability Date	WBC SOGEA Availability Date	Left in Jumper
	High	Low	High	Low
VDSL Range A (Clean)	80	63.1	20	19	57.2	Available	--	--
VDSL Range B (Impacted)	80	58.6	20	19	49.8	Available	--	--
Featured Products	Downstream Line Rate(Mbps)	Upstream Line Rate(Mbps)	Downstream Range(Mbps)	WBC FTTP Availability Date
FTTP on Demand	330	30	--	Available	--	--
ADSL Products	Downstream Line Rate(Mbps)	Upstream Line Rate(Mbps)	Downstream Range(Mbps)	Availability Date		Left in Jumper
WBC ADSL 2+	Up to 8	--	5.5 to 12.5	Available	--	Yes
WBC ADSL 2+ Annex M	Up to 8	Up to 1	5.5 to 12.5	Available	--	Yes
ADSL Max	Up to 5.5	--	4.5 to 8	Available	--	--
WBC Fixed Rate	2	--	--	Available	--	Yes
Fixed Rate	2	--	--	Available	--	--
Observed Speeds	VDSL
Max Observed Downstream Speed (Mbps)	60.26
Max Upstream Observed Speed (Mbps)	20
Observed Date	2019-03-30
Other Offerings				Availability Date
VDSL Multicast	--	--	--	Available	--	--
ADSL Multicast	--	--	--	Available	--	--
Premise environment	Status
Bridge Tap	N
VRI	N
NTEFaceplate	N
Last Test Date	21-03-2019

[imjolly]

from that you had 60mb connection few days ago  can you post hub stats

if hh6 then advanced settings then technical log information

if hh5 then troubleshooting then helpdesk

any line noise  try dial 17070 option 2  should be silent and best with corded phone

[CJ57]

I saw that, but little use if it's never avaialble when I'm using the PC - as speedcheck stats show.

Did the 17070 Opt 2 and no line noise.

HH 5 stats

1. Product name:	BT Home Hub
2. Serial number:	+068343+NQ42225350
3. Firmware version:	Software version 4.7.5.1.83.8.264 (Type A) Last updated 02/03/19
4. Board version:	BT Hub 5A
5. DSL uptime:	0 days, 08:26:22
6. Data rate:	20000 / 64093
7. Maximum data rate:	20914 / 60653
8. Noise margin:	6.1 / 5.0
9. Line attenuation:	15.2 / 15.7
10. Signal attenuation:	15.1 / 15.7
11. Data sent/received:	73.9 MB / 333.7 MB
12. Broadband username:	bthomehub@btbroadband.com
13. BT Wi-fi:	Yes
14. 2.4 GHz Wireless network/SSID:	BTHub5-GXQ3
15. 2.4 GHz Wireless connections:	Enabled (802.11 b/g/n (up to 144 Mb/s))
16. 2.4 GHz Wireless security:	WPA2
17. 2.4 GHz Wireless channel:	Automatic (Smart Wireless)
18. 5 GHz Wireless network/SSID:	BTHub5-GXQ3_5Ghz
19. 5 GHz Wireless connections:	Enabled (802.11 a/n/ac (up to 1300 Mb/s))
20. 5 GHz Wireless security:	WPA2
21. 5 GHz Wireless channel:	Automatic (Smart Wireless)
22. Firewall:	Default
23. MAC Address:	40:f2:01:47:11:5e
24. Modulation:	G.993.2 Annex B
25. Software variant:	AA
26. Boot loader:	1.0.0

[pippincp]

Your uptime is only 8 hrs. Is this due to a manual restart?

[licquorice]

With a connection speed of 64Mbps.

[CJ57]

As regarsds manual start - not today, but as per my original post connection dropping multiple times so that may be the cause - I don't know, I'm not a techie.

As for telling me I'm getting high speeds, there must be lies, damn lies and BT statistics because having used the same speed checker multiple times for consistency I've also tried others, and they're all telling me speeds are well below what should be expected.  Check just before this reply came in at 23.7 / 4.55.

In my experience it's always a nightmare trying to speak to someone at BT and when you do they it's even  harder to get them actually listen rather than follow their script (I know there's a reason for checklists and sequence, but when you've done it umpteen times and nothing changes then surely enough is enough). I guess I'll have to bite the bullet and try - again!

[imjolly]

there is no guarantee on download speed - from any ISP

run btspeedtester and then diagnostic test and post results  must be with ethernet connection not wifi  http://www.speedtest.btwholesale.com/

you can also try speedtest.net as well

[CJ57]

I appreciate there are no guarantees and I would have been happy to have kept the previous speeds of high 40's low50's but this is just useless.

BT checker stats at least confirm I'm not losing my marbles and that results are - well think of a word!

BT Wholesale Broadband Performance Test

Broadband Speed Test Results

Download Speed (Mbps): 25.20
Upload Speed (Mbps) : 4.44
Ping Latency (ms): 40

1. 
   Downstream Test: -provides background information.

	Download Speed
	3.36 Mbps

0 Mbps

62.04 Mbps Max Achievable Speed

 Download speedachieved during the test was - 3.36 Mbps
 For your connection, the acceptable range of speedsis 40 Mbps-62.04 Mbps .
 Additional Information:
 IP Profile for your line is - 62.04 Mbps

1. 
   Upstream Test: -provides background information.

	Upload Speed
	4.32 Mbps

0 Mbps

20 Mbps Max Achievable Speed

Upload speed achieved during the test was - 4.32Mbps
 Additional Information:
 Upstream Rate IP profile on your line is - 20 Mbps

This test was not conclusive and further testing is required.This might be useful for your Broadband Service Provider to investigate the fault.