Broadband Speed Keeps Getting Capped
Over the last two months I have found that my broadband speed has been capped at my local BT Exchange at around the 0.1MG mark. An engineer has visited and confirmed that all of my equipment is working correctly. But I have subsequently been advised that this problem is because I don't leave my BT Home Hub switched on 24/7.
I'm afraid that I'm very uncomfortable with leaving equipment of any sort switched on when it's not in use. And I can't see anything in the BT literature which indicates that not having the hub switched on constantly would result in the speed being capped.
This problem has only recently manifested itself - and if my not having the BT Home Hub switched on all the time then this problem would surely have occured sooner, and would also happen everytime I switched the hub off.
Can anyone please offer a solution?
Thank-you for your reply.
On Saturday (18.08.2012) my equipment (hub and computer) were switched on at around 08:00 - everything was fine all through the day. At about 19:00 I switched off my computer, but I left the hub switched on. At around 19:30 I noticed that my broadband speed had dropped as my television was unable to connect to YouTube. Only when I switching my computer back on to do a speed check did I discover that my speed had once again been capped. This isn't just a 'reduction in speed', instead my speed is being capped - with no chance of my getting it stabilised / restored without the intervention of a call to BT and for an engineer to reset it at The Exchange.
I know countless people who have broadband and who don't leave their equipment switched on around the clock - they, like me, switch their equipment on only when it's required - and they have no problems whatsoever.
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welcome to the BT community forum where customers help customers and only BT employees are the forum mods
in order for the forum members to help please can you post the adsl stats from your router you may need to 'show detail' to get all stats (if hub enter 192.168.1.254 in your browser and navigate to adsl or if HH4/5 then go to troubleshooting then logs and you are looking for 2 line together when hub last connected to internet and they will show your connection speed and noise margin or if netgear enter 192.168.0.1). Then run btspeedtester (MAC users may have problems). when first test completes then run diagnostic test and post the results ( do not reset the router).
are you connected directly via a filter to the NTE5 master or test socket or to somewhere else? Is the master the only phone socket 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
If you like a post, or want to say thanks for a helpful answer, please click on the 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 need to know what BT broadband speed im get thx ...
Hi all im new to the BT forums i have be email BT mods by use the email he ( [email protected] )
so i fort about i join up now
i see it be easy to post the speed test results in the forums so BT works so they can see the results i get.
i what to know what speed sud i be get on my internet thx wen look at BT speed test on the web it tell me i be get ( 7150 Kbps ) at is like 7mb speed i do not see
thx hop to get fast internet soon i like to know when im get ( BT Infinity ) Home town
I what to know if im on 20mb bt broadband option 3 to me it look like im on 8mb BT broadband option 3
it look like it bcose the speed im geting.
Im ( Dyslexia ) so my Spelling is not Good sry
http://speedtester.bt.com/
Results of BT Speed test on web
Download Speed
2305 Kbps
0 Kbps
7150 Kbps
Max Achievable Speed
Download speedachieved during the test was - 2305 Kbps
For your connection, the acceptable range of speedsis 1000-7150 Kbps.
Additional Information:
Your DSL Connection Rate :3372 Kbps(DOWN-STREAM), 444 Kbps(UP-STREAM)
IP Profile for your line is - 2500 Kbps
The throughput of Best Efforts (BE) classes achieved during the test is - 6.07:23.51:70.41 (SBE:NBEBE)
These figures represent the ratio while sententiously passing Sub BE, Normal BE and Priority BE marked traffic.
The results of this test will vary depending on the way your ISP has decided to use these traffic classes.
If you wish to discuss these results please contact your ISP.
If you are experiencing problems with specific applications, servers or websites please contact your ISP for assistance.
Your test has completed please close this window to exit the performance tester.
Please click on Continue button if you wish to perform WCC test else click on Exit button to close the window.
Now the WCC test Results on the BT speed test web
Your WCC service was found to be performing poorly. Please raise a fault with your service provider, stating that the BT Performance Tester tool indicates
poor service throughput performance.
==================
you see the WCC tell me im get poor service help plz on get this fix thx :-)
BT Home hub 2 Result
i have loss of signal 2 times now
Loss of Signal (Local)
2
an loss of faming
Loss of Framing (Local) 11
Line state
Connected
Connection time
1 day, 0:40:16
Downstream
3,374 Kbps
Upstream
446 Kbps
VPI/VCI
0/38
Type
PPPoA
Modulation
ITU-T G.992.5
Latency type
Interleaved
Noise margin (Down/Up)
9.7 dB / 12.9 dB
Line attenuation (Down/Up)
54.5 dB / 27.6 dB
Output power (Down/Up)
18.6 dBm / 12.0 dBm
Loss of Framing (Local)
11
Loss of Signal (Local)
2
Loss of Power (Local)
0
FEC Errors (Down/Up)
393011 / 5
CRC Errors (Down/Up)
1780 / 2147480000
HEC Errors (Down/Up)
nil / 2939
Error Seconds (Local)
3017i have for got to put ( www.samknows.com ) results in he it is
===================
You are approximately 3.69km from the exchange. Note that this is the straight line distance - the actual cable length will be longer!
===================================
My Speed test results useing web
http://www.speedtest.net/index.php )
------------------------- he
http://www.speedtest.net/result/859372308.png -
Slow broadband speed, problems getting a response ...
The broadband download speed I'm actually getting on my computer is only 125Kbs; I usually get close to the 8Mbs the line supports.
After much phoning I have managed to actually log the fault. The status shows a picture and indicates the problem is at the BT Retail Servers, and says "Once we know more we will contact you using your contact details above and once we have fixed your problem you will see an update on this page. Thanks for your patience."
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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
once you have posted the information asked for then the community members can help you more
Thank You
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’ -
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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’ -
Capped (very slow) broadband speed after line repa...
Hello,
I have just had my BT line repaired due to a fault on the line 400 metres from my property. However, although the line is now fine and there is no crackling and a normal dial tone, my broadband speed seems to be capped at 273 kbps download and 811 kbps upload speeds. It won't go any faster. Before I would get roughly 2.5mb. My noise margin is 8db (it has always been quite low) and line attenuation is 58.5db (I am a fair way from the exchange).
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Many thanks.
Solved!
Go to Solution.welcome to the BT community forum where customers help customers and only BT employees are the forum mods
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are you connected directly via a filter to the NTE5 master or test socket or to somewhere else? Is the master the only phone socket in your home?
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Someone may then be able to offer help/assistance/suggestions to your problem
If you like a post, or want to say thanks for a helpful answer, please click on the 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’. -
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Jameswelcome to the BT community forum where customers help customers and only BT employees are the forum mods
in order for the forum members to help please can you post the adsl stats from your router you may need to 'show detail' to get all stats (if hub enter 192.168.1.254 in your browser and navigate to adsl or if HH4/5 then go to troubleshooting then logs and you are looking for 2 line together when hub last connected to internet and they will show your connection speed and noise margin or if netgear enter 192.168.0.1). Then run btspeedtester (MAC users may have problems). when first test completes then run diagnostic test and post the results ( do not reset the router).
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If you like a post, or want to say thanks for a helpful answer, please click on the 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’. -
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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
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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
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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
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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
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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
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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
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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
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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/Months of impecable service form BT as an option 3 customer. (I've even recommended BT to people)
but
For the past 2 weeks peak traffic has murdered my connection.
I can get 14mbit off peak, and it used to drop to about 7-9 at peak times.
Now its down to 1-2mbit at peak times. (no i haven't breached FUP as I check my btinternet inbox for the 80GB warning)
I think its resonable to experience drop off but 90%!!!
BT advertising says fast speeds at peak times. less than 2mbit is not fast. (that the governments minimum standard!!!)
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.
I can think of no recourse other than to approach trading standards...
Guarnetee me 5mbit at peak times (enough to stream HD iplayer) and I'd be happy
That is what BT vision customers are in essence are getting + what ever their PC is using.
Fair usage? what about Fair Supply. -
I have been patient for a month now waiting for my broadband to get within a ballpark of the speed I used to enjoy with o2 but it seems I am now being capped at 1,117kbps (see below for previous cap).
I keep waiting for a few days before resetting the hub to see if I can get an improved speed but its still the same old unacceptable connection speed of 1,117kbps.
I want and expect to be able to use skygo without any problems as the reqirement is well below that promised by BT. If I can't then it's not fit for purpose and I will excercise my rights regarding that if necessary.
3,800kbps (which was the speed I got for the first hour before you started the capping) was pretty much the norm in the past and with which I would be happy with.
When you first capped the speed at 260kbps I reported it as a fault. It took about a week plugged into the test socket before the "fault" was remedied (at your server end) and I got to the dizzy (unacceptable) heights of 1,000kbps.
And that, as I have said, is where I am now. And it's simply not good enough.
The simple facts are I had a stable 3,000+ kbps broadband conncection for YEARS and nothing has changed this end apart from the fact I am using the router you supplied instead of my trusty Netgear router.Home Hub 3 has been binned and a proper router reconnected but I can give the relevant information (and more since I can select the connection mode).
SNR up /down is 24.1/30.1 (pretty much the same as the HH3 was displaying recently. That is considerably higher than it was a few weeks ago when it was around 7 (down) - presumably BT have upped that?)
Line attenuation up/down is 27.6/45.2 (again same as HH3 showed)
I have been told that line attenuation at the 40-50 range is particularly problematic and it is probably why there are so many more problems using the HH3. Certainly it was connecting in different modes as predicted in the things I've read.
Connection up/down is 1152/443kbps (slightly higher than the 1137 with HH3 although it might just be a slight difference in the calculation because, as I will prove, my speed is being deliberately capped at this unacceptable rate by BT)
Current connection mode is ADSL2+ (there is more to come on the mode below)
Errors with my proper router are zero since I connected it some hours ago.......
Interface
Protocol
VPI/VCI
Received
Transmitted
Bytes
Pkts
Errs
Drops
Bytes
Pkts
Errs
Drops
ppp_0_0_38_1
PPPoA
0/38
445551553
305201
0
0
7314995
160296
0
0
Now, because I am using a proper router, I can select the connection mode. And guess what? ADSL2, ADSL2+ and G.dmt all connect at the exact same speed of 1152kbps (the cap I have always complained about!)
I know for sure I can get a minimum of 3 times the speed on my line because I've been getting it for years. Maybe I could even get the (5.5x) speed BT promised? One thing is for certain, a cap IS being applied and I want it to be removed.
As I have said previously, I got a connection speed of 3,800kbps for the first hour I was connected after the changeover from O2. That speed was pretty much the norm although there were occasional reconnection (usually thorough the day when I wasn't in or using it anyway) but that was acceptable.
Now, after the changeover things got much worse (mainly, I believe, down to the pretty useless HH3).
I was getting capped at around 260kbps which seemed like going back to dial-up!
I reported it as a fault and BT duly "investigated" and concluded there was a problem at the server and that it had been fixed. During the test period, the router was connected to the test socket (with the faceplate removed).
The connection then went up to around 1,000kbps where it is now. So the faceplate was reconnected and there were problems with disconnections.
As it had been in the test socket I was sure there was a problem within my home. So I investigated and found the "bell" wires in the extensions within my home were connected.
They were physically disconnected and although the problems weren't so bad, they did not go away.
The only other potential problem was the only phone in the house being connected directly into the master socket. So I bought a "broadband accelerator plate" from Maplin (I know I could've got one free from BT) and fitted that.
But still there was no improvement because of the cap that has been imposed. Also, the HH3 was reconnecting in different modes (sometimes G.992.3 (ADSL2) and sometimes G.992.5 (ADSL2+). The router that's now connected is not likely to do that (in fact I can ensure it always connects in whatever mode I choose).
So, there was an internal problem that did not really manifest in the past but did with BT/HH3. That has been fixed, and a proper router connected (that is excellent in the problematic 40-50db range) so there should be no reason why a much better (reliable) connection speed should not be achieved if the cap is removed.
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