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adambulance
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Message 1 of 2

High network latency makes using the WiFi untenable. Please help!

Hello all, I'm hoping someone has had a similar issue as me and can help. 

I signed up for BT broadband back in March because I wanted a faster connection than TalkTalk were providing, and I had heard good things. One of which, was that BT were able to move the active port in my flat to one more convenient if deemed necessary.

Since beginning my contract, my WiFi connection, while faster, has become extremely laggy. My reliable 4mb/s down with TalkTalk has become 8mb/s down, however my network latency now often explodes well past 1500ms, making the internet unreliable. As someone who streams movies and plays games online, this simply won't do.

Having waited the grace period for my connection to settle, I contacted customer services multiple times over the past month in attempt to resolve the issue. Despite my flat being about 60m², the customer services team, having reset my Hub twice, run several tests on the line (alternating between reporting errors and telling me it's fine), eventually decided I lived in a house too large for a standard Hub, and sent my 3 Mini Connectors and a Super Hub to correct the issue. I now have nearly as many Mini Connectors as I do rooms in my flat.

Predictably, this has done nothing to fix the problem.

Another conversation with BT revealed they think the position of the Hub might be the problem. Sitting in my hallway, the signal needs to pass through a thin drywall to reach my PC. They recommended I move it to another active port, which I am more than happy to try. Unfortunately I have only the one active port, so another needs to be activated. In desperation, I bargained. If they sent an engineer to move the active port in my flat from my hallway to my living room, I could live with my WiFi being broken. I mostly use the internet from my desktop PC anyway, and would prefer a wired connection as that would more than likely address my latency problem ( know the wiring is fine, as my TalkTalk connection was very stable). 

Customer services tried to bill me £130 to send the engineer out, so I refused. It would be throwing good money after bad.

My most recent attempt to contact customer services was today, and they cancelled the Live Chat because they "can only help with broadband speed". I feel like I've been left out in the cold now.

Has anyone overcome similar problems? Is this the level of support I'm meant to expect from BT? I have not had a session while gaming that my experience hasn't been ruined my my WiFi since signing up. Should I just cancel my contract?

Thanks for any help anyone can provide.

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Distinguished Sage
Distinguished Sage
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Message 2 of 2

Re: High network latency makes using the WiFi untenable. Please help!

if you are using wifi and have the hh6 have you turned of smart setup?  have you split the 2.4/5ghz networks as many devices don't like them combined?  have you selected channels manually rather than leave on auto?  have you tried changing wireless mode from 1 to either 2 or 3?

if hh6 post stats - advanced settings then technical log information

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

enter your phone number and post results  remember delete number  http://dslchecker.bt.com/adsl/adslchecker.welcome



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