You Say 17mb I say 10mb

[Mrjohnny25]

Can someone please Explain/help me. I've just moved house and my internet speed is now worse than terrible. I'm paying for Fibre 2 but I'm only getting 10mb. I regularly do internet speed tests and I never get above 15. 

When I call BT they say I'm getting 17mb but my tests never show "That quick". I have had engineers out to "Fix" the problem but its still slow. Why is BT stating I'm getting the basic standard speed when I definitely am not?

[imjolly]

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

in order for the forum members to help 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 .   Bear in mind any speeds quoted by BT is connection speeds to your router not download speeds at your device

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

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

[licquorice]

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@Mrjohnny25 wrote:

Can someone please Explain/help me. I've just moved house and my internet speed is now worse than terrible. I'm paying for Fibre 2 but I'm only getting 10mb. I regularly do internet speed tests and I never get above 15. 

When I call BT they say I'm getting 17mb but my tests never show "That quick". I have had engineers out to "Fix" the problem but its still slow. Why is BT stating I'm getting the basic standard speed when I definitely am not?

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BT are referring to Sync speed, you are talking about download speed which will always be lower due to protocol overheads.

[gg30340]

You may be paying for Fibre 2 but that does not mean that your line can support those speeds. You will only ever get the speed that your line can support regardless of what ever package your are paying for.

Once you have run the checker as suggested in message 2 it will show the maximum speed that your line can support and it may be the case that you are getting as good as it gets and you should consider "downgrading" to Fibre 1 or it could show that you should be getting much more and that there is a problem with your line.