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mdunsdon
Aspiring Contributor
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Message 1 of 24

slow broadband speed

Signed up to BT Infinity 1 in April which promoted a download speed of 52 mbps 

Engineer request raised due to very slow speed and they visited today - they changed the master socket and said there is nothing else they can do as the home wiring was fine. However, despite receiving an email in April stating that they estimate i should receive between 17mb and 26 mb with a minimum guaranteed speed of 13mb i actually recieve just 7 mb following their visit....any ideas? Personally i think its the distance  i am from the cabinet as despite being 150 yards from a couple i am actually linked to one 1100 yards away....Therefore i feel BT have miss-sold BT infinity to me as there seems no way i can receive 13mb

 

Your broadband will start by midnight on: 20 Apr 2017

How fast will it be?We estimate your download speed will be between 17Mb and 26Mb, and your upload speed will be between 4Mb and 7Mb.

The minimum guaranteed speed you can expect from your broadband will be 13Mb.
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23 REPLIES 23
Distinguished Sage
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Message 2 of 24

Re: slow broadband speed

if you have a Homehub 5 can you also post the stats from 1-12 by logging onto the homehub management pages then troubleshooting > helpdesk. http://bthomehub.home/

The stats for the Home Hub 6 can be found on the Information page from http://192.168.1.254 then Advanced Settings -> Technical Log. 

Can you run this checker and post back a screen shot of the results. Make sure you delete your phone number before posting.

http://www.dslchecker.bt.com/adsl/adslchecker.welcome

Can you use this speed tester then carry out the further diagnostics and post back a screen shot of all the results including your IP profile for up and down. This test must be done with a wired connection.
http://speedtest.btwholesale.com/
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mdunsdon
Aspiring Contributor
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Message 3 of 24

Re: slow broadband speed

Version:1.0 StartHTML:000000230 EndHTML:000013170 StartFragment:000000542 EndFragment:000013091 StartSelection:000000542 EndSelection:000013091 SourceURL:http://www.dslchecker.bt.com/adsl/ADSLChecker.TelephoneNumberOutput BT Broadband

on Exchange NORWICH WEST is served by Cabinet 19

 

 

 

 

     

Availability Date

       
VDSL Range A (Clean)77.357.7202051.3Available--------
VDSL Range B (Impacted)66.539.82011.231.9Available--------
FTTP on Demand33030--Available--------
WBC ADSL 2+Up to 8--5.5 to 12.5Available--------
WBC ADSL 2+ Annex MUp to 8Up to 15.5 to 12.5Available--------
ADSL MaxUp to 5.5--4.5 to 8Available--------
WBC Fixed Rate2 ----Available--------
Fixed Rate2 ----Available--------
VDSL Multicast------Available--------
ADSL Multicast------Available--------

 

 

 

 

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mdunsdon
Aspiring Contributor
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Message 4 of 24

Re: slow broadband speed

Download 5.47 mbps

Upload 2.99 mbps

Ping latency (ms) 43.13

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mdunsdon
Aspiring Contributor
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Message 5 of 24

Re: slow broadband speed

Product name: BT Hub 6A Serial number: +084319+NQ65209998 Firmware version: SG4B10002244 Firmware updated: 22-Apr-2017 Board version: 1.0 Gui version: 1.32.0 DSL uptime: 0 Days, 14 Hours 15 Minutes 59 Seconds Data rate: 3.47 kbps / 5.80 kbps Maximum data rate: 3466 / 7454 Noise margin: 6.3 / 3.6 Line attenuation: 27.5 Signal attenuation: VPI / VCI: 0/38 Modulation: G_993_2_ANNEX_B Latency type: Fast Path Data sent / received: 549 MB Uploaded / 583 MB Downloaded Broadband username: bthomehub@btbroadband.com BT Wi-fi: Not active 2.4 GHz wireless network name: BTHub6-CH65 2.4 GHz wireless channel: Channel 1 5 GHz wireless network name: BTHub6-CH65 5 GHz wireless channel: Channel 36 Wireless security: WPA2 (Recommended) Band steering: Off Wireless mode: Mode 1 Firewall: On MAC address: 24:20:C7:8E:78:E7 Software variant: - Boot loader: 7.33.1
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Distinguished Sage
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Message 6 of 24

Re: slow broadband speed

Can you please connect your hub to the test socket and post back the hub help desk page

 

Test Socket.jpg

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mdunsdon
Aspiring Contributor
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Message 7 of 24

Re: slow broadband speed

Thanks John46

 

Having escalated to the CEO Gavin Patterson ***EDITED BY MOD*** He referred it to the Newcastle technical boys to sort out. It would appear I am connected to the cabinet 1100 meteres away and that because they have a long established network will not as a matter of policy transfer me to another nearby cabinet and cannot speed the network up. So how many other people are receiving a service which could be better.

So i paid £59.99 for the Fibre activation and £9,99 for a new router Smart Hub 6 which was faulty and Openreach changed it for a Hub 5 which i had before ???? a total of £69.99 for 1 mbps faster service. After some arguing BT agreed to refund the £59.99 I am still chasing the £9.99. 

BT have a bunch of cowboys. Or is more PC to say cowpersons.  There sales hype promising the earth and quoting minimum speed guarantees are not worth anyrhing and surely like the PPI debarkle this must border on mis-selling and should be investigated. 

Another anoyance is the emails you receive marked no-reply from their sales and service director Libby Barr - does she really exist? as she is well protected by her sales people. I suppose you could always use " LinkedIin"  O:) 

 

 

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Distinguished Sage
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Message 8 of 24

Re: slow broadband speed

please edit out the email address as it breaks forum rules to post them
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mdunsdon
Aspiring Contributor
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Message 9 of 24

Re: Infinity 2 6Mbps speed help

I also have Infinity 52 mps package = i also have an email from BT stating a guaranteed 13 to 17 mps download speed which is great - Yet in reality i receive 3.2 mps with an upload speed of 1.9mps. They charged me a £60 connection fee which i argued and got refunded. The problem apparently is that my line is connected to a cabinet 1100 meteres away although there is one just 100 meters away....Raised this with BT/Openreach butthey will do nothing due to the cost. 

BT and the other ISP should ( like the banks) be penalised for Miss-selling.

They now have the nerve to apply a price increase on my package 9 months into an 18 month deal and when challenged why was told that the Terms & Conditions say they can....Contracts mean nothing these days.

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Distinguished Sage
Distinguished Sage
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Message 10 of 24

Re: Infinity 2 6Mbps speed help