Broadband speed keeps plummeting

I'm so sick of the service being provided by bt. I only have the phone line for broadband but month after month the speed drops to unusable levels. I have to keep ringing up the fault line and speak to advisors who don't listen and every time have to wait days for their tests to be completed which results in further delays when they send an engineer who always confirm it's not a problem with my internal wiring. Then some escalation team contact me and resolve the problem in minutes? But every time I ring through and ask to be put through to the team who resolve the problem remotely I am refused and have to wait and wait. They sorted it two weeks ago and it's happened again after happening three times in three months before Christmas. It seems to be BT slowing the speed because of issues on the line and never returning speed to its former glory until prompted by me. I've lost count of days I haven't been able to use the service and lost count of phone calls I have made. Cancelling the line if it happens again or maybe I should get rid off my microwave like one advisor had told me. I just wish someone at BT could find a permanent fix and confirm what the problems have been. Life is stressful enough without having to deal with poor quality service and extremely unsatisfying customer service...

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’.

Similar Messages

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.

Broadband Speed has plummeted. Problem in the High...

Last night my usually stable connection began grinding to a halt. I ran speed tests and I was getting very poor speeds compared to my normal 2 or so megs. Did the usual "fixes" the Indian call centre rattle off every time you're brave enough to call them to no avail.
After leaving it overnight the issue is persisting. This gives me cause for concern as something similar happened at the beginning of the year when a large portion of the highlands suffered the same issue, were all fobed off by the terrible call centre in India and the issue was only found and acknowledged on the forums after constant pestering from a group of customers. I only pray that this is not the case again as I was left with shoddy internet for nearly a week.
The other possibility from looking at the forums is my IP profile has become stuck suddenly, again an undesirable reason as it takes a long time for BT to acknowledge the issue and correct it and I use my internet heavily over the weekend and poor service impacts on me greatly.
Any news of work being done in my area or known issues would be appreciated but in the mean time here are my details.
ADSL line status
Connection Information
Line state
Connected
Connection time
0 days, 10:37:54
Downstream
3,776 Kbps
Upstream
448 Kbps
ADSL Settings
VPI/VCI
0/38
Type
PPPoA
Modulation
G.992.1 Annex A
Latency type
Interleaved
Noise margin (Down/Up)
7.6 dB / 22.0 dB
Line attenuation (Down/Up)
50.6 dB / 30.0 dB
Output power (Down/Up)
6.0 dBm / 1.7 dBm
Loss of Framing (Local/Remote)
0 / 0
Loss of Signal (Local/Remote)
0 / 0
Loss of Power (Local/Remote)
0 / 0
FEC Errors (Down/Up)
176 / 1
CRC Errors (Down/Up)
24 / 0
HEC Errors (Down/Up)
170 / 0
Error Seconds (Local/Remote)
20 / 1
FAQ
Test1 comprises of Best Effort Test: -provides background information.
Download Speed
302 Kbps
0 Kbps
500 Kbps
Max Achievable Speed
Download speedachieved during the test was - 302 Kbps
For your connection, the acceptable range of speeds is 50-500 Kbps.
Additional Information:
Your DSL Connection Rate :3776 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 500 Kbps
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 visit FAQ section if you are unable To understand the test results.
Many thanks for taking the time to look at my issue.
Solved!
Go to Solution.

Update: came back from work tonight and despite the speed test taking forever I was pleasantly suprised to find my speed has returned, possibly with a slight improvement on before the weekend. Thanks for taking the time to reply to my post.
Test1 comprises of Best Effort Test: -provides background information.
Download Speed
2766 Kbps
0 Kbps
7150 Kbps
Max Achievable Speed
Download speedachieved during the test was - 2766 Kbps
For your connection, the acceptable range of speeds is 600-7150 Kbps.
Additional Information:
Your DSL Connection Rate :3776 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 3000 Kbps
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 visit FAQ section if you are unable To understand the test results.

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

As above my broadband speed has plummeted over the past couple of days which results in no on demand from my bt vision. have spoken to customer support and no joy there. I've changed the microfilter, unplugged router etc. and getting no where. Any help would be appreciated.
Solved!
Go to Solution.

FAQ
This Test comprises of two tests
1. Best Effort Test: -provides background information.
Download Speed
67 Kbps
0 Kbps
7150 Kbps
Max Achievable Speed
Download speedachieved during the test was - 67 Kbps
For your connection, the acceptable range of speeds is 600-7150 Kbps.
Additional Information:
Your DSL Connection Rate :8128 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 7150 Kbps
2. Assured Rate Test: -provides background information.
Download Speed
27 Kbps
0 Kbps
600 Kbps
Max Achievable Speed
Download speedachieved during the test was - 27 Kbps
For your connection, the acceptable range of speeds is 576-600 Kbps.
Additional Information:
Assured Rate IP profile on your line is - 600 Kbps
This test was not conclusive and further testing is required.This might be useful for your ISP to investigate the fault.

Low broadband speeds, connection keeps dropping

Recently I have seen broadband speeds drop from about 11mb to about 2. this is coupled with the home hub 4 constantly dropping the connection and the orange power light flashing orange.
Bt have been here but claim no problem on the line.
I am starting to think this is related to the latest firmware upgrade. Is there anyway to roll back to test this theory. Or does anyone have any other suggestions.
Thanks
James

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).
Lines should look like this
19:11:29, 07 Nov. (2290101.460000) DSL noise margin: 7.00 dB upstream, 6.10 dB downstream
19:11:29, 07 Nov. (2290101.390000) DSL line rate: 448 Kbps upstream, 288 Kbps downstream
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’.

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
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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.

No Phone Line and Broadband Speed at 0.2 - Not hap...

Afternoon,
I ordered the phone, TV, and Broadband with an activation date of the 5th December. I then received a text message to advise that a phone line engineer will visit between 1pm-6pm, I booked half a day off work but no one got in touch.
At about 7pm I checked my phone line and the line was dead.
I then phoned through to see what was happening and the customer service kept putting me through to the wrong teams and from my mobile I was on the phone for just over an hour.
I am not happy that I had to make this phone call from my mobile when the line was meant to be sorted. After speaking to the delivery team, he advised me that an engineer did come but didn't need to come into the property and the phone line should be working.
NO communication about this on the day and after checking this with the engineer he advise he would raise a fault after we went through some tests.
we are now Tuesday the 11th and I have not heard back.
I assume from the fault on the line I am only getting 0.2 download speed on my Internet and the broadband line keep disconnecting and reconnecting again.
As mentioned before being a new BT customer my experience has not been very good at the moment and I hope you can put this right.

The link on my signature, is just a collection of my own help pages, the links below come directly from BT, so you should be able to use them.
You should be able to run a test on your line from this link from the BT website.
Reporting Phone Faults
It does sound like there is one wire disconnected somewhere, as broadband will just about work under those conditions.
It would be best to do a couple of checks yourself, using this BT link, to make sure the problem is not within your own wiring.
Fixing phone faults
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.

Will a new router increase my broadband speed in this configuration

How much (if at all) can I increase my broadband speed by getting a faster router. Here's my config:
DSL line --> DSL modem --> Lynksys BEFSR41 Router --> Ethernet cat-5 wiring in house --> TimeCapsule WiFi
The computers using this network are an Intel iMac (10.6), a PowerPC iMac (10.4), and two Intel MacBooks (10.6).
The modem/router are located in an in-wall distribution box in a utility room. I want to keep the hardwired ethernet available in case the WiFi quits temporarily. The TimeCapsule is in a good location (top shelf bookcase on first floor) for coverage of my 2-story house. In principle could eliminate the Lynksys modem, and use the TC as the primary router, but it would be difficult to physical locate the TC where it could both distribute to the house ethernet and have good radio reception.
Testing via the hardwire ethernet (using Speakeasy and speedtest.net) shows download and upload speed 1.27Mbps and 0.32Mb/s. My ISP is pacbell.net. I get the same result via my W-Fi. Speedtest.net tells me my result is about 40% of the average for pacbell.net to my zip code 94301.
I've heard there are much faster routers than the BEFSR41, but I don't know if my internet speed is limited by my current router or by pacbell's DSL service.
Any insights would be appreciated.

Will a new router increase my broadband speed
No...your speed is only going to be as fast as your weekest link, which in your case is the DSL modem and the connection speed package you subsribe to.

Broadband Speeds

Until recently i have been achieving broadband speeds of between 6.0MB and 7.1MB over the last 12 months
See copy of speed test done on 17th May 2011
We have had work done recently at our exchange Knock Belfast and the broadband checker results have shown I should now be able to get 15MB to 17MB broadband speed
I have been on the phone a couple of times regarding this and have noticed far from increasing speed my broadband speed has substantially reduced. Speed reading today 04/06/2011 3.4MB
Unhappy customer
I would also draw your attention to Ofcom's
2010 Voluntary Code of Practice: Broadband Speeds
FAQ
Test1 comprises of Best Effort Test: -provides background information.
Download Speed
6107 Kbps
0 Kbps
7150 Kbps
Max Achievable Speed
Download speed achieved during the test was - 6107 Kbps
For your connection, the acceptable range of speeds is 600-7150 Kbps.
Additional Information:
Your DSL Connection Rate :8128 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 7150 Kbps
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 visit FAQ section if you are unable To understand the test results.
Your broadband checker results
Broadband option
Broadband speed range
When you can get it
Action
BT Total Broadband Faster BT Total BroadbandYou can get our fast and reliable broadband with speeds of up to 20Mb. The speed prediction we have provided is an estimate, however download speeds can vary and the actual download speed will fall between a range. This is generally within 1-2 Mb higher or lower than your estimated speed quoted.
Between 10.0Mb and 19.5Mb
(Estimated speed: 17.0Mb)
Now
Learn more
BT Infinity is not currently due to be rolled out in your area within the next 6 months. Register your interest and we will keep you up to date about the BT Infinity rollout.
Register Interest
BT always offers you the best speed possible on your line.The speed prediction we have given here is an estimate, however download speeds can vary and the actual download speed will fall within a range. The range is an indication of the speed that other similar lines across the UK have achieved for their broadband service; this is generally within 1-2 Mb higher or lower than your single estimated speed quoted.
The actual speed is dependent on several factors such as the product option you choose, the processing power of your computer,how many people are using your broadband connection at the same time,whether you use a wireless or cable connection,the speed of the websites that you visit and how we're managing the network. Speeds can be lower at peak times - peak times are evenings and weekends.

according to the btspeedtester results you have posted you are on adslmax up to 8mb and you have the max connection of 8128 with the correct profile of 7150 and throughput looks fine.
your exchange may have been upgraded check here http://www.samknows.com/broadband/exchange_search but it could be weeks or months before BT are in a position to rollout the changes to all the customers on that exchange. normally you would get an email from Bt advising the exchange upgrade but even then it could be a few weeks as the rollout is phased
if you get upgraded your modulation will change from current 992.1 to either 992.3 or 992.5
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’.

Variable Broadband speeds

We have been with BT for several months and our broadband speed has been variable throughout that time. We were with Plusnet for several years before that and had the same problem there. I always thought it was just something that we had to put up with but my teenage son has convinced me that we should try to improve it, so I am hoping someone here can help us.
We have a BT Home Hub 4. I plugged a new filter directly into the master socket test socket yesterday - which temporarily improved the speed. We have an extension but nothing is plugged in there at the moment. I have done the quiet line test and it is quiet. I've checked our exchange and there are no reported problems with it.
Speedtest results (done when only my computer accessing the internet)
Before changing the filter
Date
Time
Connection speed
(Mbps)
Download speed
(Mbps)
Upload
speed
(Mbps)
22/04/2015
3.30pm
1.92
1.74
0.38
22/04/2015
11.15pm
1.22
1.13
0.38
23/04/2015
10.00am
1.22
1.10
0.37
After changing the filter
Date
Time
Connection speed
(Mbps)
Download speed
(Mbps)
Upload
speed
(Mbps)
23/04/2015
10.05am
6.37
5.50
0.38
23/04/2015
10.50pm
2.66
2.38
0.37
24/04/2015
9.05am
2.66
2.37
0.38
1. Best Effort Test: -provides background information.
Download Speed
2.3 Mbps
0 Mbps
7.15 Mbps
Max Achievable Speed
Download speedachieved during the test was - 2.3 Mbps
For your connection, the acceptable range of speeds is 2 Mbps-7.15 Mbps.
IP Profile for your line is - 5.7 Mbps
2. Upstream Test: -provides background information.
Upload Speed
0.38 Mbps
0 Mbps
0.45 Mbps
Max Achievable Speed
Upload speed achieved during the test was - 0.38Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.45 Mbps
Exchange MALVERN is served by Cabinet 1
Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)Availability Date High Low High Low
FTTC Range A (Clean)
77.6
57.9
20
18.9
Available
FTTC Range B (Impacted)
70
41.3
20
12.2
Available
WBC ADSL 2+
Up to 4.5
3.5 to 5.5
Available
WBC ADSL 2+ Annex M
Up to 4.5
Up to 1
3.5 to 5.5
Available
ADSL Max
Up to 4.5
3.5 to 5.5
Available
WBC Fixed Rate
2
Available
Fixed Rate
2
Available
Other Offerings
Fibre Multicast
Available
Copper Multicast
Available
18:05:59, 23 Apr.
( 8876.770000) DSL noise margin: 22.00 dB upstream, 6.20 dB downstream
18:05:59, 23 Apr.
( 8876.700000) DSL line rate: 448 Kbps upstream, 2656 Kbps downstream
15:39:03, 23 Apr.
( 60.570000) DSL noise margin: 23.00 dB upstream, 6.20 dB downstream
15:39:03, 23 Apr.
( 60.420000) DSL line rate: 448 Kbps upstream, 6464 Kbps downstream
10:30:49, 23 Apr.
(1192708.180000) DSL noise margin: 24.00 dB upstream, 6.10 dB downstream
10:30:49, 23 Apr.
(1192708.110000) DSL line rate: 448 Kbps upstream, 6464 Kbps downstream
10:06:37, 23 Apr.
(1191256.500000) DSL noise margin: 23.00 dB upstream, 6.10 dB downstream
10:06:37, 23 Apr.
(1191256.420000) DSL line rate: 448 Kbps upstream, 6368 Kbps downstream
17:22:57, 22 Apr.
(1131037.330000) DSL noise margin: 18.00 dB upstream, 6.10 dB downstream
17:22:57, 22 Apr.
(1131037.270000) DSL line rate: 448 Kbps upstream, 1216 Kbps downstream
20:20:14, 20 Apr.
(968876.820000) DSL noise margin: 20.00 dB upstream, 4.20 dB downstream
20:20:14, 20 Apr.
(968876.750000) DSL line rate: 448 Kbps upstream, 1920 Kbps downstream
12:05:37, 18 Apr.
(766402.470000) DSL noise margin: 19.00 dB upstream, 6.10 dB downstream
12:05:37, 18 Apr.
(766402.400000) DSL line rate: 448 Kbps upstream, 1504 Kbps downstream
I hope all that means something to someone and look forward to hearing whether you think there is anything I can do to improve things.
Solved!
Go to Solution.

John46: yes I've already done the quiet line test and it was fine. (Although our phone line is intermittently so crackly that I find it difficult sometimes to hear what people are saying. Apparently the people at the other end don't hear the crackles - just us. Next time the crackles return I will do the quiet line test again if you think that would be useful?)
imjolly: the fact that we had a speed briefly of 5.7mb and now it is down to 2.66mb is exactly the problem I'm trying to solve.
While sitting at the computer this evening thinking about responding to you I watched the HH light turn from blue to orange and back to blue again. I've just had a look at the Hub stats and seen the following:
17:43:00, 24 Apr.
(93897.570000) DSL noise margin: 17.00 dB upstream, 7.00 dB downstream
17:43:00, 24 Apr.
(93897.500000) DSL line rate: 448 Kbps upstream, 768 Kbps downstream
Just tried to access the speedtest and the HH light glowed green, then flashed green, then went blue, then flashed orange and is now blue again. All in under 5 minutes. Now the stats are:
18:33:14, 24 Apr.
( 62.120000) DSL noise margin: 24.00 dB upstream, 6.10 dB downstream
18:33:14, 24 Apr.
( 61.960000) DSL line rate: 448 Kbps upstream, 6432 Kbps downstream
and
Download Speed
5.62 Mbps
0 Mbps
7.15 Mbps
Max Achievable Speed
Download speedachieved during the test was - 5.62 Mbps
For your connection, the acceptable range of speeds is 2 Mbps-7.15 Mbps.
IP Profile for your line is - 5.67 Mbps
2. Upstream Test: -provides background information.
Upload Speed
0.37 Mbps
0 Mbps
0.45 Mbps
Max Achievable Speed
Upload speed achieved during the test was - 0.37Mbps
Additional Information:
Upstream Rate IP profile on your line is - 0.45 Mbps
So, as I originally said - our broadband speed is variable! Can anything be done to keep it at a high connection speed?

Broadband adsl keeps dropping (Hub3)

ADSL Line Status
Connection Information
Line state:
Connected
Connection time:
0 days, 00:46:34
Downstream:
13.74 Mbps
Upstream:
1.101 Mbps
ADSL Settings
VPI/VCI:
0/38
Type:
PPPoA
Modulation:
G.992.5 Annex A
Latency type:
Fast
Noise margin (Down/Up):
6.4 dB / 6.2 dB
Line attenuation (Down/Up):
27.8 dB / 14.8 dB
Output power (Down/Up):
20.5 dBm / 12.6 dBm
FEC Events (Down/Up):
0 / 0
CRC Events (Down/Up):
121 / 32
Loss of Framing (Local/Remote):
0 / 0
Loss of Signal (Local/Remote):
0 / 0
Loss of Power (Local/Remote):
0 / 0
HEC Events (Down/Up):
319 / 7
Error Seconds (Local/Remote):
103 / 0
Above are the stats. I have a BT Home Hub 3, the connection keeps dropping. I have just done a silence sound test but could not hear any noise (i did not get disconnected then though). I have had BT doing line tests (home visits too) and the broad band people tell me there is a problem with the line. The line people say its all good.
Any help or advise would be appreciated. Also who do I call to change latency and/or noise parameters? the usual call centre or is there another phone?
Many thanks
Filip
Solved!
Go to Solution.

that is the test socket and is your direct connection to the exchnage and eliminates any internal wiring problems
check this post and see if anything applies
http://community.bt.com/t5/BB-in-Home/Poor-Broadband-speed/m-p/14217#M8397
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If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Bt vision fixed at the cost of my broadband speed

I had a problem with my bt vision for 3 months, basically I didn't have enough broadband speed to maintain the bt vision, I always got the v04 error code, well a BIG thank you to the mods on here, it now works. yippee I can watch it at last, unfortunately that leaves me 150bs for Internet, I can only use my Internet when I'm not watching on demand, a little unfair I think.
I pay for both so I think I should be able to use both at the same time but I cant, I know you lose some speed when both are on but as I only have 150 bs spare after vision is on I'm stuck, I think I will have to have one or the other but I still have 9 months left on my contract. Will I be charged if I need to lose one or will I have to keep paying for something that's out of my control.
Surely bt shouldn't of sold me the package if they cant give me the full package all at once, only 2 things at any one time.
Solved!
Go to Solution.

Hi Dolphincutieuk,
This sounds very annoying. Usually BT Vision will hold around 1.6MB of your connection, the rest of your bandwidth is for surfing and what not.
I can look into this for you to see if we can do anything to improve the situation. Please drop me an email to [email protected], include your account details and I'll get the ball moving.
Cheers
Sean
BTCare Community Manager
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 that 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 :-)

Broadband speed slow, high noise margin

This is my first time posting on the forums here and I would just like to report an issue with the connection I have, I live right at the end of the main phone line on a farm and have never had a good connection but recently the speeds have become appalingly slow and I dont understand what is causing it. Here are the stats of the line:
Very slow as you can see.
Here are the advanced options when doing the ping test which state that the maximum download speed is 0.25, which I don't understand as the day before I had 0.50. I asked a friend who said it was likely a noise issue so here are the stats for that:
I'm unfamiliar with what these stats mean but my friend who used to work for BT said my noise ratio is to high and would cause caps on my connection. I'm at a loss as to what to do and would appreciate any help on what may be causing this and any ways to fix it. As a bit of background I switched from AOL to BT a month ago due to infernally slow internet speeds, after a brief spell where the speeds under BT were good they suddenly went back to these levels again, I have spoken to BT staff over the phone who have reset the line twice which causes a brief spike in performance then it goes back to this level. Any help would be appreciated and thankyou for your time.

Hi Paul_Mastrangelo,
With a line attenuation of 70.9dB your landline is approx 5.1km long from your property to your local exchange.
With a line attenuation of 70dB you may not be able to get a broadband connection much over 1mbps or even much over 0.5mbps as your line is just too long in distance from your property to the exchange.
I also see your on Adsl2, nice too see such a long line that can atleast support it, mine can't
As Keith and imjolly has said, it is recommended to keep the homhub/router connected 24/7 and constantly connected especially for those with longer lines as any slight upset to the sync rate can cause an effect to the speed.
You may also be interested in this here: http://goo.gl/MNb8s
It's about providing superfast broadband for rural communities and to areas with slow broadband speeds.
Hope that helps,
Cheers
EDIT
PS: The quite line test is when you dial 17070 from your landline phone and select option 2 called Quite line test. There should be no noise (such as crackling, hissing, popping, etc...) but a slight hum on a cordless phone is normal.
I'm no expert, so please correct me if I'm wrong

Broadband speed reductions

Following on from my comments in the Infinity forum on 12/03/2013 re Bt's marketing of Infinity I have further comments on my existing broadband service.
Since receiving a letter from BT saying that Infinity is now available to me in Bracknell my BB speed keeps getting shunted back from the appalling past speeds of 1.5 down to approx. 600 to 700. Turning the home hub on and off puts speed back to 1.5 but within 1/2 a day it is shunted back down again which happens every time.
As this has only started happening since receiving the letter is this some form of BT conspiracy to get one to sign up for Infinity. I might have become paranoid on this issue and maybe it is coincident or that Open Reach are still playing around with the system but it does seem a strange coincidence not previously experienced.

there is no relationship with infinity being activated in your area as they are totally independent networks if your speed has dropped then i suggest you read thought this link and post back the results we can then help you Here is a basic guide to getting help from the community members done by CL Keith Please read through the link posted http://forumhelp.dyndns.info/speed/first_steps.html
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’

Upgraded broadband speed but annoying issue

Since having my broadband speed doubled, everytime i get disconnected it never reconnects at the right speed , usually is around 2000kbs down and 600kbs odd up when it should be around 16100kbs down and 1100kbs up, previously when on an 8mb connection it allways reconnected at the correct speed, keep having to reset router numerous times before it reconnects at the correct speed.

been on holiday, here are my results
DSL Connection
Link Information
Uptime:
0 days, 0:01:39
Modulation:
G.992.5 annex A
Bandwidth (Up/Down) [kbps/kbps]:
1,171 / 2,271
Data Transferred (Sent/Received) [KB/KB]:
55.00 / 46.00
Output Power (Up/Down) [dBm]:
11.0 / 0.0
Line Attenuation (Up/Down) [dB]:
10.0 / 19.0
SN Margin (Up/Down) [dB]:
6.5 / 31.5
Vendor ID (Local/Remote):
TMMB / IFTN
Loss of Framing (Local/Remote):
0 / 0
Loss of Signal (Local/Remote):
0 / 0
Loss of Power (Local/Remote):
0 / 0
Loss of Link (Remote):
0
Error Seconds (Local/Remote):
10 / 0
FEC Errors (Up/Down):
0 / 0
CRC Errors (Up/Down):
111 / 0
HEC Errors (Up/Down):
52 / 0
Line Profile:
Fast
Download Speed
1847 Kbps
0 Kbps
2000 Kbps
Max Achievable Speed
Download speedachieved during the test was - 1847 Kbps
For your connection, the acceptable range of speeds is 800-2000 Kbps.
Additional Information:
Your DSL Connection Rate :2271 Kbps(DOWN-STREAM), 1171 Kbps(UP-STREAM)
IP Profile for your line is - 2003 Kbps
2. Upstream Test: -provides background information.
Upload Speed
920 Kbps
0 Kbps
1171 Kbps
Max Achievable Speed
>Upload speed achieved during the test was - 920 Kbps
Additional Information:
Upstream Rate IP profile on your line is - 1171 Kbps
Download Speed
1847 Kbps
0 Kbps
2000 Kbps
Max Achievable Speed
Download speedachieved during the test was - 1847 Kbps
For your connection, the acceptable range of speeds is 800-2000 Kbps.
Additional Information:
Your DSL Connection Rate :2271 Kbps(DOWN-STREAM), 1171 Kbps(UP-STREAM)
IP Profile for your line is - 2003 Kbps
2. Upstream Test: -provides background information.
Upload Speed
920 Kbps
0 Kbps
1171 Kbps
Max Achievable Speed
>Upload speed achieved during the test was - 920 Kbps
Additional Information:
Upstream Rate IP profile on your line is - 1171 Kbps

Broadband speed keeps plummeting

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