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JIIason
Newbie
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Message 1 of 19

not getting speeds i pay for

hi this is my package

Superfast Fibre Plus
 
  • Unlimited usage
  • Average 67Mb download speed. Average 18Mb upload speed.
  • Free access to over 5 million UK Wi-Fi hotspots
  • 1000GB secure online storage with BT Cloud
  • BT Parental Controls, BT Web Protect & BT Virus Protect for worry free browsing
  • Plus benefit : Keep Connected Promise
  • Plus benefit : Dedicated UK and Ireland-based support

 

average 67mb download speed but i dont get anywhere near that since i moved house i now get 15-20

has serveral engineer visits and another one in about a week which will probably solve nothing.

any suggestions before think about leaving its just too slow when everyone is using the wifi etc

 

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Distinguished Sage
Distinguished Sage
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Message 2 of 19

Re: not getting speeds i pay for

as you have posted the average speed is 67mb - stress average   that means some people will get faster and some slower but when averaged that works out at 67mb  unfortunately you are on the slower side

post stats  if hh6 then advanced settings then technical log information

enter phone number and post results  delete number  https://www.btwholesale.com/includes/adsl/main.html



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JIIason
Newbie
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Message 3 of 19

Re: not getting speeds i pay for

 


Telephone Number -------- on Exchange CHINGFORD is served by Cabinet 1

 

Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Handback Threshold(Mbps)WBC FTTC Availability DateWBC SOGEA Availability DateLeft in Jumper  High Low High Low        Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)WBC FTTP Availability Date

ADSL ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)Availability Date
Left in JumperObserved SpeedsVDSLOther Offerings


Availability Date

Premise environmentStatus

VDSL Range A (Clean)4127.47.65.425AvailableAvailable-- 
VDSL Range B (Impacted)4024.67.54.820AvailableAvailable-- 
FTTP on Demand33030--Available---- 
WBC ADSL 2+Up to 15--8.5 to 19Available---- 
WBC ADSL 2+ Annex MUp to 15Up to 1.58.5 to 19Available---- 
ADSL MaxUp to 7--6 to 8Available---- 
WBC Fixed Rate2----Available---- 
Fixed Rate2----Available---- 
Max Observed Downstream Speed (Mbps)22.39     
Max Upstream Observed Speed (Mbps)5.18     
Observed Date2019-03-30     
VDSL Multicast------Available---- 
ADSL Multicast------Available---- 
Bridge TapN      
VRIN      
NTEFaceplateN      
Last Test Date21-03-2019 
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Distinguished Sage
Distinguished Sage
261 Views
Message 4 of 19

Re: not getting speeds i pay for

as you can see the range is 41/27mb so you are not going to get anywhere near 67mb

need hub stats

try quiet line test  dial 17070 option 2  should be silent and best with corded phone

have you tried using the test socket with a filter - even if you currently have a filtered faceplate



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JIIason
Newbie
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Message 5 of 19

Re: not getting speeds i pay for

1. Product name:BT Home Hub
2. Serial number:+068543+NQ52212704
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, 00:22:14
6. Data rate:5135 / 21309
7. Maximum data rate:5135 / 27430
8. Noise margin:5.9 / 9.2
9. Line attenuation:29.5 / 25.7
10. Signal attenuation:29.4 / 21.9
11. Data sent/received:845.5 MB / 21.5 GB
12. Broadband username:bthomehub@btbroadband.com
13. BT Wi-fi:Yes
14. 2.4 GHz Wireless network/SSID:BTHub5-HWSF
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-HWSF
19. 5 GHz Wireless connections:Disabled
20. 5 GHz Wireless security:WPA2
21. 5 GHz Wireless channel:Automatic (Smart Wireless)
22. Firewall:Default
23. MAC Address:54:64:d9:27:d0:f2
24. Modulation:G.993.2 Annex B
25. Software variant:AA
26. Boot loader:1.0.0
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JIIason
Newbie
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Message 6 of 19

Re: not getting speeds i pay for

i currently took the faceplate off and using a micro filter no difference

dont have a house phone connected so not able to call that number

 

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Distinguished Sage
Distinguished Sage
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Message 7 of 19

Re: not getting speeds i pay for

are the hub stats from the test socket?  if not can you connect to test socket with filter and repost stats

the most basic test is to check for a dial tone as your broadband will work with only 1 wire connected but slowly whereas you need both wires connected for dial tone

if you do not check phone and the problem is in your home then you will be charged £85 forthe engineer callout but if outside your home there is no cost  corded phone is only about £5 - good investment as can save cost of engineer visit



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JIIason
Newbie
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Message 8 of 19

Re: not getting speeds i pay for

im guessing test socket is behind the faceplate? which is what i posted

so with a house phone connected the speeds should rise?

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Distinguished Sage
Distinguished Sage
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Message 9 of 19

Re: not getting speeds i pay for

No, its just a diagnostic tool.

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Moderator
Moderator
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Message 10 of 19

Re: not getting speeds i pay for

Hi @JIIason  welcome to the forum and thanks for posting. Was the estimate for your address before you moved home or was this the estimate you were given when you moved?

Have you had a chance to connect the the test socket and if so how did you get on?

Cheers
John

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