I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.
You may be a long distance from the exchange, which would cause connection issues.
This form will give you some idea what speed to expect.
Hi Rachael2499 and welcome.
I’m really sorry the connection isn’t what you had expected. Have you tried the link posted by Keith? Can you try that and post the results? If there is a problem I can help. Just drop me an email with the details. You’ll get the contact link in my profile.