Broadband speed gone, customer support claimed to ...

Hello,
I have never had any problems with my broadband speeds before whilst being on bt. I can usually get speeds of 3-4mbps, and an upload speed of 0.2-0.3mbps.
About 15 days ago, my download speed just stopped working, and it is now running at a constant 0.1mbps, whilst my upload speed is staying the same. We rang bt the second this happened, and the lady on the line led us on a massive journey around our house, checking that the ADSL filters were all plugged in...since we've never had a problem before and nothing had changed, I thought this a little pointless but I checked anyway and they are all fine.
She then said that it was a problem with our exchange and it's currently being fixed. Should take up to 10 days. 10 long days later and the speeds haven't changed a bit, so we call again. And again we are led about checking filters, and at one point unscrewing a phone socket to check for a box of some sort? Anyhow, this ended up the same as last time, no change in speeds.
Then, we were told there was a problem with our profile, and that he had fixed it and it would be back to its normal speed in 4 hours. 3 days later and it hasn't worked. 
When connecting to my router, the ADSL claims it has a downstream of around 4000kbps, and that's what I should be getting, but I'm not. I've tried connecting to the router via ethernet and it made no difference. I've also moved it onto different sockets using different filters.
Thanks for any suggestions,
Eddy

your profile is probably low due to either the router resetting on it's own or you trying to reset in the hope it will sort itself or both
in order to help please can you post the adsl stats from your router may need to 'show detail' to get all stats (if hub enter 192.168.1.254 in your browser and navigate to adsl or use a-z, if netgear enter 192.168.0.1)
are you connected directly to the NTE5 master or test socket or to somewhere else? from whay you said you do have extension sockets in other rooms in your home
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
Someone may then be able to offer help/assistance/suggestions to your problem
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  • From the old forum.... Slow broadband speeds in th...

    FROM THE OLD FORUM Original post by John Jorgensen...
    Slow broadband speeds in the evening all of a sudden
    Posted: Jan 22, 2010 9:17 AM           
    Click to report abuse...           Click to reply to this thread     Reply
    Hi,
    I have had bt broadband opt3 for almost 3 months now and have always had a healthy 9mb+ connection, however have noticed it being very slow in the evening when I come home from work, I checked the speed last nite as iplayer was constantly freezing and was getting 1mb . A bit upset by this as I got bt broadband to play my ps3 online and to get faster speeds on my laptop, and I use these services mostly at nite.
    I checked my speed this morning and was getting 11mb, is this normal or am I being capped I cant believe Id be going over my download limit. Can someone from bt get back to me on this?
    Thanks
    John
    alison griffiths     
    Posts: 54
    Registered: 11/3/09
        Re: Slow broadband speeds in the evening all of a sudden
    Posted: Jan 22, 2010 11:22 AM   in response to: John Jorgensen in response to: John Jorgensen           
    Click to report abuse...           Click to reply to this thread     Reply
    Welcome to the world of BT , the tv advert when he says " business slow" when trying to load a webpage is not other companies thats BT.
    John Jorgensen     
    Posts: 2
    Registered: 9/2/09
        Re: Slow broadband speeds in the evening all of a sudden
    Posted: Jan 22, 2010 12:11 PM   in response to: alison griffiths in response to: alison griffiths           
    Click to report abuse...           Click to reply to this thread     Reply
    Yes Alison, I think I can see that now. I wouldnt mind if broadband was a bit slower at peak times, I know thats normal, but when I'm only getting 1mb when my max is 14mb, I just dont feel I'm getting what I pay for. And when it gets to the point where I cant watch iplayer without it stuttering everywhere and online games lagging on the ps3, this is certainly not what I'm paying for.
    I was hoping one of the mods here would help me and check my line and see if there is any cap on the line and get it removed.
    I really dont wanna phone India, I deal with them 5 days a week as is...
    Think I will just send one of the mods an email to check my line and see if it is being capped or if somethings wrong.
    anthony dickerson     
    Posts: 72
    Registered: 4/26/07
        Re: Slow broadband speeds in the evening all of a sudden
    Posted: Jan 22, 2010 3:52 PM   in response to: John Jorgensen in response to: John Jorgensen           
    Click to report abuse...           Click to reply to this thread     Reply
    You will never get decent speeds on Iplayer,
    BT limit it because they want you to subscribe to their precious BT Vision service.
    The only way you are guaranteed to get decent speeds on BT is to subscibe to BT Vision and also unlimited broadband.
    Then you will get priority when you stream TV at your exchange unlike fighting it out with all the other broadband users as you currently are for the available bandwith.the more over subscribed your local exchange the worse it is
    Paddy B Mod     
    Posts: 199
    Registered: 10/13/08
        Slow broadband speeds in the evening all of a sudden
    Posted: Jan 23, 2010 2:04 PM   in response to: anthony dickerson in response to: anthony dickerson           
    Click to report abuse...           Click to reply to this thread     Reply
    Hi John,
    I can take a look at the network side of things for you, to see if there is anything I can do to help improve your speed during peak periods. Please could you drop me an email with your BT account details? Please also include a link to this thread. It would also be very helpful if you could run a few speed tests using www.speedtester.bt.com when you feel your Broadband is running slow. I can then check those results from here.
    Thanks
    Paddy
    BT Forum Moderator - [email protected] - if you're emailing please include a link to your thread so I can reference back to it.
    Mateusz Sokolin...     
    Posts: 2
    Registered: 10/11/08
        Re: Slow broadband speeds in the evening all of a sudden
    Posted: Jan 24, 2010 7:33 PM   in response to: John Jorgensen in response to: John Jorgensen           
    Click to report abuse...           Click to reply to this thread     Reply
    Well John i'll tell you what it is...
    First of all welcome to BT and I hope you'll enjoy 18months of pain and suffer.
    OK here it goes....
    If you look at your contract, find a rule that says Fair Usage Policy.
    Basically it states that BT will cap anyone that is abusing their lines.
    However, it does not say what are the limits after which you are going to be capped for how long and at what times. (I'll come back to this later and explain)
    If you ring 08007076044 I'm sure that someone will confirm my theory. As constant 1MBit between 6PM till 11/12 PM is actually FUP applied on to your account.
    Ok time to explain my frustration about FUP.
    Since I signed my contract with "lovely" BT for constant 4 months I had similar issue but it took me even longer to find out what is going on and how to deal with this problem (thanks to google).
    FUP team states that if you exceed 100GB in a month (everyone will admit that these days 100GB is nothing when a single game for PS3/XBox360/PC sometimes is more than 5GB and 1080p film is about 12GB) will cap you for a month at peak times to outstanding and superfast 1Mbit (about 130-150KB/s).
    I'be been watching my download and for few months never exceeded that 100GB in a month. Been ringing FUP team to verify when suddenly they told me that from (cant remember exactly) March FUP will apply only to accounts that are using Torrents and other P2P.
    you won't believe how happy I was hearing that.... So i've started to download and next month guess what.... 1Mbit connection.
    Really mad rang FUP team and asked them what on earth is going on. They confirmed that its only P2P and I've explained them that I only use Youtube, BBC iPlayer, Rapidshare, Steam and XBox Live, Beatport (just don't understand how ppl can use torrents and other P2P as they are just way to slow). So they were happy to take the cap off my broadband connection.
    Next month same issue solved exactly the same way.
    After that for consecutive few months I had no problem whatsoever until September where FUP Team said that there is no such thing and FUP applies to everyone.
    So just want to say that BT is rubbish that can't keep their word.
    I went to one of the sales advisor in the shopping centre and asked him how FUP works as it does not say in the contract "how, when, who and what".
    So he said that policy is applied based on amount of files downloaded within that 100GB. So if I download e.g. 3x 50GB (although its 150GB altogether) files I wont be affected but 100x 1GB will put a cap on me.
    I've been so curious if what he said was right and started to download 2x 60GB and guess what... Got frigging FUP placed on my account!!!.
    I've got 2months left with them and will be extremely happy to cancel my contract, moreover, I will do everything in my power to sue them under EU Consumer Rights Law (that states that contract should be clear and fair to both sides) as Fair Usage Policy is one of those things that allows BT to do anything they want to their customers;
    1. No clear explanation of what FUP is.
    2. Does not states the amount of downloaded data required to have cap on the acount
    3. Does not states for how long it will be applied
    4. Does not states when it will be applied
    If you look at e.g. Virgin Broadband everything is clearly written in nice and understandable way. It warns you at what times FUP will be applied under what circumstances and for how long. Isn't it what we all want to know??
    Alex Owen     
    Posts: 3
    Registered: 12/13/09
        Re: Slow broadband speeds in the evening all of a sudden
    Posted: Jan 24, 2010 9:35 PM   in response to: Mateusz Sokolin... in response to: Mateusz Sokolin...           
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    @Mateusz I think I maybe a victim of this outragous stint BT have done. I have 2 XBOX 360's running on XBOX Live, 2 Desktop PCs connected to the web constantly, and 3 laptops, we have a torrent sharing running and World Of Warcraft on one of the PCs. All of this is shared across a 6 person family. How can a family where two members goto to college and university do their college ork, download application such as VB.net do their coursework and revise without the hassle of a **** connection. Seriously BT get your ******* head outta your **** and stop this ********, we are customers, we pay for what we are offered. When I signed up several years ago I could download everything on the net woithout infracions on my line being set in motion. You altered my contract without telling me. You will lose custom from this. Also you have ****** my wireless
    Edited by: Alex Owen on Jan 24, 2010 9:36 PM
    amanda jones     
    Posts: 33
    Registered: 1/8/10
        Re: Slow broadband speeds in the evening all of a sudden
    Posted: Jan 25, 2010 8:42 PM   in response to: Alex Owen in response to: Alex Owen           
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    You lot are lucky, We wish we could be capped to 1mbit. Our IP profile is capped to 500kbit because BT say the line isn't good enough for anything more. We are paying for option3 up to 8mbit and BT have said we must continue to pay for it for the remainder of the contract, or buy ourselves out of it early, the reason they give.... Up to 8mbit means up to 8mbit. If you dont get 8mbit then TOUGH LUCK SUCKERS!!
    The outcome? We feel like we've been turned over by a dodgey second hand car salesman called BT. The internet deal he flogged us was a dog, a ringer, it wasn't cosher and certainly had a false MOT certificate.
    Computer Geek     
    Posts: 429
    Registered: 7/22/05
        Re: Slow broadband speeds in the evening all of a sudden
    Posted: Jan 25, 2010 8:49 PM   in response to: amanda jones in response to: amanda jones           
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    Hi Amanda,
    Why have you joined BT Option 3 when you can not get what BT can offer?
    No pun intended but you are a bit of a sucker for paying high prices where other suppliers are cheaper and can provide what your line can support.
    CG
    amanda jones     
    Posts: 33
    Registered: 1/8/10
        Re: Slow broadband speeds in the evening all of a sudden
    Posted: Jan 26, 2010 9:13 PM   in response to: Computer Geek in response to: Computer Geek           
    Click to report abuse...           Click to reply to this thread     Reply
    we moved house last october to this one, the connection was rubbish from the get-go, BT said the router was broken and we needed a new one, we said OK. That "OK" meant that we had entered into a new contract for option 3 same as out old one. The router wasn't broken, the new one didnt fix or improve the problem, we have since asked for a price reduction or compensation and been told "no". we are in contract and can pay to buy ourselves out of it if we like but otherwise we have to pay for option 3 and recieve fixed rate 500kb.
    Clare Thurston     
    Posts: 4
    Registered: 10/17/06
        Re: Slow broadband speeds in the evening all of a sudden
    Posted: Jan 27, 2010 11:57 AM   in response to: amanda jones in response to: amanda jones           
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    Hi Amanda,
    I think you'll find that the Hold To Term rules have changed. BT are now unable to charge you for the account if you no longer require it. It is against OFCOM's rulings for a company to make more money out of you as a leaving customer than an existing one. However, You will need to pay for the connection charge (if that has not expired it's original differed contract) which is £40. A cancellation fee of £25 if you are simply cancelling and not migrating using a MAC key and for any hardware. The Routers are advertised at £88 and i would suggest that if they believed on to be faulty then that would be replaced under guarantee and not be put on a differed basis. I would check exactly what they say the are charging you and query this through OFCOM. http://www.ofcom.org.uk/

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    I don't know how to procede because when I'm experiencing these issues if I ring up I will end up waiting so long to speak to someone (because its peak time) the concection wiill be better again.
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  • MBP 17" A1189 battery fail – please help access Apple Customer Support?

    Seven Steps to a “Help Me, Please?” Plea for Assistance
    [1] 2009 – Apple creates global, free-of-change, battery replacement program: ‘MacBook and MacBook Pro Battery Update 1.2’ Exchange and Repair Extension Program – for their design-flawed Apple A1189 battery’s dead-&-bloated failure mode. [kudos, respect due]
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    [4] Wed 28 May – My ‘Apple UK Complaint’ is tasked to Apple employee.
    [5] Fri 06 Jun – After 12 emails over 9 days, our complaint resolution progress STILL EQUALS ZERO –
    [6] Sat 07 Jun – ‘Help Me, Please?’ shout out goes out to the Apple Support community.
    Many thanks in advance for your assistance,
    Dalinian
    [Loyal 6-Macs-over-21-years Apple customer, pining for the days of perfect Apple Customer Support]
    <Personal Information Edited By Host>

    Hi Melophage,
    Happy, Happy Day! With only the opposite of help from Apple Inc., and in reality thanks to the assistance and encouragement of my BFF IRL and your good self, my grand old MacBook Pro Kallisti has risen from Hades once again, and sprung back to life – and this reply is coming at you from her very own keyboard and net connection.
    My non-Apple replacement battery and a second-hand power adapter from TheBookYard.com in Liverpool arrived on Tuesday, and with the swapping in of an unblown 3A fuse, all is as well again as it was before Apple’s design-flawed A1189 battery killed Kallisti for the second time.
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    Time to begin investigating coconutBattery, I think. Many thanks again, Melophage – with zero support from fellow Mac users, I’d most likely have given up and thrown in the towel some time ago, but you’ve helped me to find the self-motivation to persist in perusing a just solution, despite my beginning this process by being sunk in the depths of an episode of severe clinical depression. I must admit, I’d no idea that contending against Yanqui corporate fascism could be so therapeutic!

  • Broadband speed very slow and bt vision not workin...

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    Solved!
    Go to Solution.

    FAQ
    This Test comprises of two tests
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    0 Kbps
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    Download Speed
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    0 Kbps
    600 Kbps
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  • Broadband speed pegged to 2Mb/s

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    Hi Yorky,
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    Hi,
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    Herewith BT Spped Test
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