not getting speeds i pay for

[JIIason]

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

[imjolly]

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

[JIIason]

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)	41	27.4	7.6	5.4	25	Available	Available	--
VDSL Range B (Impacted)	40	24.6	7.5	4.8	20	Available	Available	--
FTTP on Demand	330	30	--	Available	--	--
WBC ADSL 2+	Up to 15	--	8.5 to 19	Available	--	--
WBC ADSL 2+ Annex M	Up to 15	Up to 1.5	8.5 to 19	Available	--	--
ADSL Max	Up to 7	--	6 to 8	Available	--	--
WBC Fixed Rate	2	--	--	Available	--	--
Fixed Rate	2	--	--	Available	--	--
Max Observed Downstream Speed (Mbps)	22.39
Max Upstream Observed Speed (Mbps)	5.18
Observed Date	2019-03-30
VDSL Multicast	--	--	--	Available	--	--
ADSL Multicast	--	--	--	Available	--	--
Bridge Tap	N
VRI	N
NTEFaceplate	N
Last Test Date	21-03-2019

[imjolly]

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

[JIIason]

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

[JIIason]

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

[imjolly]

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

[JIIason]

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

so with a house phone connected the speeds should rise?

[licquorice]

No, its just a diagnostic tool.

[JohnC2]

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