Broadband SLOW - Help
Ok so I figured out that it's not the wireless that's causing pages to not load, it's the actual service.
A speed test on my PS3 was non existant and I couldn't load any pages on my web browser. After a few minutes it eventually starts working and speed tests show my full speed.
I don't lose sync or disconnect, but it's like the service keeps going to say 56k and then it'll come back again. This happens at peak times. During the day and after midnight it's fine.
This can't be throttling because I can sometimes get full speed in the evenings and then an hour later it'll slow down, then the next hour it'll be fine.
Is it just that BT are busy?! My old ISP NEVER had this problem. I pay for Unlimited therefore I expect a non slow service at all times.
Solved!
Go to Solution.
Hi Your last sopeed test shows exchange congestion that is out of spec you need to contact the mods
they should be able to get your problem sorted for you YOU ARE NOT BEING CAPPED this is a link to them
http://bt.custhelp.com/app/contact_email/c/4951
they normally reply by email or phone directly to you within 72 hours
They are a UK based BT specialist team who have a good record at getting problems solved
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’
Similar Messages
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Slow Broadband Slow Call centre Slow Everything......
Where to begin..Like many people I use my mobile more than my landline for making calls.
So, when my landline was making a terrible noise it was not the end of the world. Then Broadband went a bit Pete Tong on me acting slow..No probs just explain to BT the prob and all should be fine (Simples)..
Day 1.. Engineer repairs Telephone line...Even thou I mentioned Broadband slow not put right.
Day 2 Ring BT to explain nice phone line no Broadband (almost 1 hour on the phone to call centre)
Done the usual speed test - 13mgb coming to the house then 0.03 from hub to computer..
Everything points to a prob from line to hub.
So a new filter was dispatched
4 Days later filter turns up
Guess what? Still the same..Ring Call centre 1 hour later explained prob...Dispatch a new hub...3 days later Hub turns up
Guess what? Same old..Ring call centre 1 hour later explain prob...By now begging for an engineer to come out.I am told if the problem lies my end then there will be a charge..(by now could not care about charge get someone out!!!)
What I should make clear this is over 5 weeks now. I am paying for a service I cant get..
By now 5/10/13 I decided to tackle the prob head on and get my own Engineer from check a trade. (i paid for this service)..A former BT man arrived at my house and did the relevant tests and discovered that my IP PROFILE is set to 0.14mbps.. He was dumb founded to here of my plight...Well, I have passed on this information to BT and lets hope it gets sorted....Needless to say Im not happy with BTHi stu61,
Sorry to hear that your having issues with your BT Retail services.
You will either be on the ADSLMax (upto 8mbps) service or if your exchange has been BTw 21cn upgraded you maybe on the ADSL2/2+ (upto 12/20mbps) service depending on your line quality and length.
However these upto speeds may not be the speeds you will get as ADSL broadband connections are very dependent on the distance from your property to the exchange and the quality of your line. The further away you are from your local exchange the slower your broadband speed will be.
To enable the community to help you please see the advice below:
Please see Keith's help guide here: Helping forum members to help you, it will go through some checks that are needed for us to help you.
A summary of the checks are:
1a) Is your router/Homehub connected by a BT NTE5 master socket, Adsl Filtered Master Socket or Extension Socket? Please bear in mind that extension cables and extension sockets can reduce the broadband's performance. If you have an Old LJU master socket then please say.
1b) Have you tried the Test Socket? - if you have one.
2) Can you please run a BT speed test (including IP Profile) http://speedtest.btwholesale.com (not beta version)[Best done with a wired, Ethernet, connection] After Quick Test is done you need to click "Further Diagnostics" to get IP Profile.
3) is there any noise on your line. dial 17070 option2 ,called quite line test, from landline phone. should be silent but slight hum normal on cordless phone.
4) please post adsl line statistics
ADSL Line Statistic Help:
If you have a BT Home Hub like the one below...
Then:
1) Go to http://192.168.1.254 or http://bthomehub.home
2) click Settings
3) Click Advanced Settings
4) Click Broadband
5) Click Connection or sometimes called ADSL (see picture Below)
The direct Address is http://bthomehub.home/index.cgi?active_page=9116 (for bthomehub3.A firmware ending in 1.3)
or http://bthomehub.home/index.cgi?active_page=9118 (for bthomehub3.A firmware ending in 94.1.11)
You will need to copy and past all the adsl line statistics ( Including HEC, CRC and FEC errors). You may need to click " More Details"
If you have a HomeHub 4 then the majority of the ADSL Stats shown in the previous Hubs will not be there.
There are more useful links on Keith's website here: If you have an ADSL connection, please select this link
Don't have a BT Homehub/Voyager?
• http://192.168.0.1 for a netgear router and look for ADSL adsl statistics with information like noise margin and line attenuation, connection speed
• http://192.168.2.1 for a belkin router and look for ADSL adsl statistics with information like noise margin and line attenuation, Data Rate
cheers
I'm no expert, so please correct me if I'm wrong -
Re: BT Broadband Desktop Help problem
I am new to this FORUM and as yet have not been able to find how to open a THREAD so I have taken this facility to post my query or should it be queries.
According to the BT.Com website the Broadband Desktop Help program functions with XP, Vista and Windows 7. Each of these have their own email client program, Outlook Express (XP), Windows Mail (Vista) and Windows Live Mail (Windows 7). These are all flagged as being functional with the Desktop Help program,
Several weeks ago one or two of my BT email addresses started to be flagged as being a problem and they were not confined to one PC. Checking the Properties of these addresses and comparing them with other BT email address I could not find any apparent difference in their properties.
Taking my PC which has been running XP and Outlook Express (OE) for a number of years without any apparent problems. The only thing that I had done was to add a couple of additional BT email addresses and I thought that the configuration with these may be the problem so I used the Desktop Help Program. This initially did not flag any problems with my setup of OE.
Thus I checked the email program on a PC running Vista with Windows Mail, this occasionally flagged different addresses failing. I also tried the same exercise of checking the email's on a PC running Windows 7, this also appeared to display a similar problem with the email addresses.
I believe that when a User setup an email address he basically enters a limited number of parameters and the remainder of the setting are preset for or by the Mail Server.
After trying to confirm all the properties across the email's client and could not find any reason for the dropouts I resorted to the use of the Desktop Help program in an attempt to resolve the problems.
With OE, sometimes when running 'TROUBLESHOOT EMAIL'S' I get a display notifying me that one of the addresses fail and the program offers to fix it. Taking this step the next display informs me that the .
'Diagnostic Check' was succesful, confirming that the Connection and email setting are correct.
I would be quite happy at this point except the display goes on to say ''We have fixed the following email settings' without any notification of wahat has been changed.
Seeing that XP and Vista have ceased to be supported by Microsoft, I wish to move up to Windows 7, thus the use of Desktop Help with these other Microsoft Windows version.
This is where another apparent problem exists with the program. When initiallising the program on either Vista or Windows 7 I am informed by the program that NO EMAIL CLIENT PROGRAM is installed. Selecting various links in the displays I get VERY CONFUSING dispays. With Vista the secong display informs me that I have 'Windows Mail 32 Bit installed.
Taking the recommended Support Path, contacting 0800 111 4567, I explain the problem to them along with the fact that an email address which functioned YESTERDAY and has done so for sometime has dropped out. The reaponse I get is can I go online to the BT-YAHOO Mail Server and access each of my Emails adresses, my reply is YES, rsponse there is no problem. Question, Why does the address dropout when using OE, response, we do not support OE.
The fact that not only does OE dropout and also BT Desktop Help flags a problem does not register with them that there is a problem.
Mentioning that Desktop Help has an apparent problem accross the Windows OS systems iis of no concern of them as it is a BT product and they are BT-YAHOO, which I would have thought would concern them.
When I have been able to get in touch with BT.COM about these apparent problems I am informed that no action will be taken because no other USER has flagged the problem.Your post has nothing to do with the BT Desktop help thread, would you like assistance with your broadband speed?
If so, then please start a new thread here BB Speed/Connection Issues
Thanks.
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones. -
New version of BT Broadband Desktop Help Installat...
I've been prompted to dowload and install a new version of BT Broadband Desktop Help for weeks and weeks. But it won't install - after 2 prompts to run it, the IE page says there is a problem and to try again later.
My next thoughts are to totally uninstall and then reinstall from scratch.
Any ideas? I am running Chrome and Vista Home Basic.
Solved!
Go to Solution.Hi follow the steps below and it should resolve the problem plus you will get entred in the the prize draw RESULT !!!
Click start - All programs - BT Broadband Desktop Help - Uninstall (also look in add/remove programs)
Open task manager, check and if found:
remove BTHelpNotifier.exe
remove McciServiceHost.exe
remove McciTrayApp.exe
stop McciCMService.exe in services (control panel - Administrative Tools - Services)
In registry, delete the following (start - Run - Regedit)
HKEY_LOCAL_MACHINE\SOFTWARE\Motive
HKEY_CURRENT_USER\Software\Motive
delete the following folders if still present
C:\Program Files\Common Files\Motive
C:\Program Files\BT Broadband Desktop Help
Important - RESTART YOUR PC
Download the latest Desktop help client from www.bt.com/help/broadbandhelp -
Post Moved BT Broadband Desktop Help
post moved http://community.bt.com/t5/The-Lounge/Why-BT-Broadband-Desktop-Help/m-p/462991/message-uid/462991#U4...
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’If its not broken, then don't try and fix it
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones. -
BT Broadband Desktop Help suddenly stopped launchi...
Broadband Desktop Help has been working fine for 3 months but I have been unable to launch it for the last 3 days. I have uninstalled and re-installed it but to no avail. I'm a broadband novice so woulkd welcome any help or suggestions.
You may like to try the instructions on the link below, which was written by one of the support people.
Problems with Desktop Help
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones. -
BT Broadband Desktop Help Update ~ a problem.
I'm not sure if this is the correct place to post my question, but here goes:
In the past few days the following has occurred and I am finding it irritating, so I am hoping you can give me advice as to a cure.
I switch on my PC and a pop-up window appears, captioned BT Broadband Desktop Help Update, advising me there is an update available. I click OK and it downloads / installs the update. Finally the window advises the BT Broadband Desktop Help has been successfully updated and I click the Finish button.
However, the next time I switch on my PC I am once again advised it needs updating and I go through the whole routine again.
Question: how do I stop this happening?
BTW I do not want to uninstall the software as, in the past, it has been very helpful.
Solved!
Go to Solution.Thank you for your continued interest in this matter.
Current situation: whem I switch on the PC I no longer get the pop-up window reminding me to update the s/w. However, if I run the s/w the IE page tells me I need to update, which I do but it still tells me to perform an update.
Thus I decided to uninstall the package (followed by a re-instal) and now find I can't carry this out using Add/Remove programs as it starts to remove and then freezes.
I am therefore going to make a fresh posting asking for an alternate method of uninstallation ~ I have carried out a Forum search but found nothing of any relevance. -
Post Moved BT Broadband Desktop help problem
Post Moved to Other BB Queries http://community.bt.com/t5/Other-BB-Queries/BT-Broadband-Desktop-Help-problem/td-p/46973
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’Hi FrankC
I am sorry this still a problem.
If you could drop me an email please with your BT account and telephone number along with a link back to this thread I'll get this sorted out for you.
Just send to the address in my profile.
With regards to the thread being marked as solved as the original poster you can unmark the thread as solved. Just select 'Options' at the top right of the post. KerryG has posted up a pretty useful guide on this here.
Cheers
Craig
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)”
td-p/30">Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’. -
I keep receiving a B T pop-up advising me that a critical update is available for Broadband Desktop Help. When I click on update I get to a screen which tells me that "This update requires elevation, click on next to proceed". Clicking on next has no effect and nothing happens. Does anyone know why ?
Hi Voyager, welcome to the forum.
The general view amongst the users here is to bin BBDHelp.
Causes more trouble than its worth.
Any BB problems, come back here ASAP
AQ.
"Welcome to Royston Vasey - You'll never leave." -
Hi,
I received an email yesterday morning to say my Broadband service was ready. My BT Home Hub 4 arrived at 11am and I have plugged everything in, as per the steps - since then, my power light has been flashing orange? I phoned BT, who advised me to wait until midnight to have my broadband activated. Its now 330am and the power light is still flashing orange and I'm unable to connect. Does anyone have any ideas, or will I need to phone BT....again! I just wish the power light was a solid blue light....anything technical never seems to work for me! Lol!What type of master socket do you have?
or or or
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones. -
BT Broadband Desktop Help - Failure to launch
I have been trying to access my desktop help (initially installed from BT Infinity Disc) wtih no success, it would launch but several aspects would not permit me to see the relevant pages of help. So I checked online and saw I could download the program which I have now done. The new version won't launch at all. I get a script error coming up asking if I want scripts to run but when I click yes nothing happens.
I am running 64-bit windows 7 on my laptop which is having the desktop problems. On our main pc (windows XP) we have no issues at all.
This has all come to a head as I'm trying to network the printers on the pc with the laptop and I can't use the Broadband help wizard to connect them all together.
Any advice on how to resolve the help installation/launch would be apprieciated. I am going to try reloading it all from the disc to see if that makes any difference.try completing the steps below :-
Click start - All programs - BT Broadband Desktop Help - Uninstall (also look in add/remove programs)
Open task manager, check and if found:
remove BTHelpNotifier.exe
remove McciServiceHost.exe
remove McciTrayApp.exe
stop McciCMService.exe in services (control panel - Administrative Tools - Services)
In registry, delete the following (start - Run - Regedit)
HKEY_LOCAL_MACHINE\SOFTWARE\Motive
HKEY_CURRENT_USER\Software\Motive
delete the following folders if still present
C:\Program Files\Common Files\Motive
C:\Program Files\BT Broadband Desktop Help
Important - RESTART YOUR PC
Download the latest Desktop help client from www.bt.com/help/broadbandhelp -
When I try to run deskdoctor help I keep being asked for my phone number. When I input it it asks again and so on.
this web page... https://pbttbc.bt.motive.com/portal/start.do
returns this message after using the "FIX" option...
Error 404--Not Found
From RFC 2068 Hypertext Transfer Protocol --
HTTP/1.1: 10.4.5 404 Not FoundThe server has not found anything matching the
Request-URI. No indication is given of whether the condition is temporary or
permanent.
If the server does not wish to make this information available to the client,
the status code 403 (Forbidden) can be used instead. The 410 (Gone) status code
SHOULD be used if the server knows, through some internally configurable
mechanism, that an old resource is permanently unavailable and has no forwarding
address."
How do you suggest I determine the version of BT Broadband Desktop Help that I have installed?
Kind regards Optimistic -
Very Slow Broadband - Moderator Help Please
In the past (Mid 2010) I was getting over 1Mbps speed. BT line checker tells me I should be able to get 1-3Mbps.
Most recent BT speed check on the line shows:
Download 239Kbps Acceptable speed range 50-500Kbps
Profile 350Kbps
DSL download 544Kbps Upload 448Kbps
I month ago I called BT to ask them to check the line and raise the profile. It was briefly raised to 750Kbps and speed improved for a while but seems to have quickly been reduced to 350Kbps.
I have option 2 with 40GB allowance but at these speeds obviously get nowhere near using the allowance.
I checked on Sam Knows and noted that the exchange (Bramley) has recently unbundled with Talk Talk. Could this have led to a speed reduction for those with BT?
I cannot understand:
1. Why my profile is so low and has been reduced (I have not been rebooting my BT Homehub)
2. Why the overall speeds this year are so much slower than 2010.
Note that I have tested the speed regularly and have used a wired connection to my Hub, which is connected to my master socket, with a recently-fitted BT accelerator.
Speeds of 200-300Kbps render apps like iplayer useless and mean that downloads take hours and days (for films). Any help and suggestions would be much appreciated.
Thanks
Solved!
Go to Solution.Hi Welcome to the forums
A couple of points from your post talk talk unbundling would have had no effect at all
also although you may not have rebooted the home-hub it may have rebooted itself at any time this would have caused an ip profile drop which has reduced your download speed
If you post the full stats from your router
For homehub – type 192.168.1.254 into your browser
Navigate to ADSL Settings or use the A-Z at the top right of the home page and scroll down to ADSL Settings and click on it
Click on More Details and then post the full results.
also post the full results from http://speedtester.bt.com/
or http://bt.custhelp.com/app/answers/detail/a_id/9354/c/346,4740,5520 and post the results .
Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal
also you could try the hints given by poster RogerB in this link they may help http://community.bt.com/t5/BB-in-Home/Poor-Broadband-speed/m-p/14217#M8397
Then someone here may be able to help and offer more advice.
This is a customer to customer self help forum the only BT presence here are the forum moderators
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’ -
Very Poor/Slow Broadband Speed (Help Please)
When we first went with BT we were getting speeds of 6-7mbp's now we are lucky to get 2mbp's.Ive noticed that during the day it can drop below 1mbp's.
Can someone give me some help or advice on what I can do to fix this problem.Our line has a maximum of 8mbp's and according to BT should be getting at 7mbp's.
I have posted the Hub Managers connection details below which has been connected for over 4 days and says downstream 8mbp's which is nowhere near what im getting.
Connection information
Line state
Connected
Connection time
4 days, 6:38:20
Downstream
8,128 Kbps
Upstream
448 Kbps
ADSL settings
VPI/VCI
0/38
Type
PPPoA
Modulation
ITU-T G.992.1
Latency type
Interleaved
Noise margin (Down/Up)
12.9 dB / 24.0 dB
Line attenuation (Down/Up)
13.0 dB / 8.5 dB
Output power (Down/Up)
15.8 dBm / 11.9 dBm
Loss of Framing (Local)
0
Loss of Signal (Local)
0
Loss of Power (Local)
0
FEC Errors (Down/Up)
580 / 0
CRC Errors (Down/Up)
0 / N/A
HEC Errors (Down/Up)
N/A / 0
Error Seconds (Local)
0HI,
Thanks for getting back to me.Not sure I really understand the results below as we getting speeds of 6mbp's for about two years and I performed this test last year when everything was running ok and the results were quite different.
I have performed the BT Speed Test for and the results are below.
FAQ
1. Best Effort Test: -provides background information.
Download Speed
1.8 Mbps
0 Mbps
2 Mbps
Max Achievable Speed
Download speedachieved during the test was - 1.8 Mbps
For your connection, the acceptable range of speeds is 0.4 Mbps-2 Mbps.
Additional Information:
Your DSL Connection Rate :8.13 Mbps(DOWN-STREAM), 0.45 Mbps(UP-STREAM)
IP Profile for your line is - 2 Mbps -
Sky broadband slower than any Broadband I have ever had
Hi. I guess I should of done this 8 years ago when I first had sky installed. By some cowboy who was in a rush and jacked into an old BT socket. To save him time running new wiring. Nevertheless I have endured as much as I am going to take from this absolute pathetic BB service. Sky tell more lies than pinnochio. Our BB was supposedly Unlimited to begin with which was a total load of tosh. It was unlimited until you reached Sky's maximum usage. Which they denied and never told anyone. Only to come out years later with the "Truly Unlimited Broadband". So what was it before then?? I have the top BB package and have Download speed of 2.89mbps and upload speed of 0.59mbps. Which is garbage and nowhere near what it is supposed to be. Without looking i'll go on the low side of 20mbps . Everything is so slow. pages can take forever to load and there is always hangtime on any page. If that is not enough the connection drops 3 or 4 times a day for no apparent reason. And if the phone rings it disconnects the internet as well but not always. I have all the filters and all individually tested to make sure none were faulty. I don't have a hub. was never given that option. Just some old netgear decrepid thing I had from the beginning. It certainly feels like " we have you on our books and then forgotten until the end of time scenario". "Contact us" lols are they kidding. I am not wasting money being held in a queue for eternity and then when someone does answer the line mysteriously goes dead. I know all their tricks off by heart now. All I wanted was an email address to contact them. You think this would be the most simple method to give customers. But no they don't want the fuss. I guess the majority use Sky for convenience . Certainly not for their broadband service. It is appauling at best. I want an answer not to be fobbed off with the usual garbage . Your distance from aunt betty's house and the exchange could limit connection speed. Or stand on 1 leg and hum the national anthem to see if that improves the signal. I know that is not exactly what they say but you know what I mean. I am paying for a service and I am not getting it. All I know it is not my end. I have had AOL.Tiscali,etc and they were lightnig fast in comparison. I need this fixed like yesteryear. Or i'll dump them. Don't know ifyou can help really. Last resort really. They don't answer. Thanks for your patienceZooZ
Port Status TxPkts RxPkts Collisions Tx B/s Rx B/s Up Time
WAN PPPoA 28172 39172 0 2489 42609 00:17:58
LAN 100M/Full 63139 51344 0 14153 1619 01:12:37
WLAN 11M/54M 2482 2067 0 117 129 01:12:25
ADSL Link Downstream Upstream
Connection Speed 2555 kbps 604 kbps
Line Attenuation 48 db 31 db
Noise Margin 15 db 15 db Thanks for reply. Hope this is what you asked for. I cannot tell you what they estimated . It has been 10 years or so but we upgraded to the highest speed BB seervice. I know its costing £60 month inc basic TV package. Which is a rip off. Perhaps you can tell me what I should be getting . I know D/L max is between 280-310kbps and uploads was 59kbps. I know when i ran the test from the router online page. It told me no internet connection detected. Which doesn't seem right.?
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