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
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Similar Messages

  • Broadband Speed Decreases Once Again

    I am getting so frustrated with BT who just do not seem interested in assisting with what is becoming a persistent problem. I would appreciate any advice as to what to do next? The fact that customers can’t speak to a BT Broadband Customer Service advisor on a Sunday via the telephone because they are closed is not helpful.
    I was with O2 for 3 years, enjoyed consistent (but not great) download speeds of 2500Kbps. I swapped to BT a couple of months back and since have had problems with regular broadband speed reductions.  When I changed to BT I was told that I should expect between 3.0Mb and 5.0Mb - Estimated speed: 4.0Mb (from BT website using
    the landline number). I have never received 3 .0Mb.
    Yesterday I was receiving download speeds of 2800Kbps. However, I get up this morning and my speed had reduced to 128kbps. This has happened on previous occasions. The last time the Customer Services Advisor referred the problem to engineers to reset the connection at the exchange. This was done and the speed went back up.
    This morning when I noticed the slow speeds I tried a quiet line test which did not reveal a problem. I tried resetting the router and used BT speed tester to find that suddenly my line is shown as having an acceptable range of speeds
    of 50 - 500 Kbps? How can this occur overnight and the line become ten times slower and this be shown as acceptable when the BT number postcode checker states that I should except to receive 4.0Mb?
    I have posted router stats and speed test results and any ideas on how to progress this issue will be gratefully received?
    Thanks
    Nick
    BT Speed Test Results
    Download speed during the test was - 314 Kbps
    For your connection, the acceptable range of speeds is 50-500 Kbps.
    Additional Information:
    Your DSL Connection Rate :448 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
    IP Profile for your line is - 350 Kbps
    Router Stats
    08:32:20, 17 Jul.
    ( 66.760000) Time
    synchronized with server 213.123.20.170
    08:32:20, 17 Jul.
    ( 66.680000) Requesting
    time from server 213.123.20.170
    08:32:16, 17 Jul.
    3 consecutive beacons
    have not been transmitted
    08:32:16, 17 Jul.
    ( 62.460000) Server
    URL: https://pbthdm.bt.motive.com; Connecting as user: ACS
    username
    08:32:12, 17 Jul.
    ( 58.620000) WAN
    operating mode is DSL
    08:32:12, 17 Jul.
    ( 58.620000) Last WAN
    operating mode was DSL
    08:32:11, 17 Jul.
    ( 57.280000) PPPoA is
    up
    08:32:10, 17 Jul.
    ( 56.720000) CHAP
    authentication successful
    08:32:10, 17 Jul.
    ( 56.660000) Starting
    CHAP authentication with peer
    08:32:07, 17 Jul.
    Host 00:22:5f:43:45:02
    connected to SSID 'BTHub3-7GGN' at 24 Mbps
    08:32:07, 17 Jul.
    ( 53.450000) Lease for
    IP 192.168.1.78 renewed by host Nicks-Laptop (MAC 00:22:5f:43:45:02). Lease
    duration: 1440 min
    08:32:07, 17 Jul.
    ( 53.430000) Lease
    requested
    08:32:05, 17 Jul.
    ( 51.470000) DSL is
    up
    08:32:03, 17 Jul.
    ( 49.410000) DSL noise
    margin: 21.00 dB upstream, 15.00 dB downstream
    08:32:03, 17 Jul.
    ( 49.340000) DSL line
    rate: 448 Kbps upstream, 448 Kbps downstream
    08:31:46, 17 Jul.
    ( 31.980000) Auto
    channel selection (reason 'Power up') is complete. Selected channel: 6, noise
    data: 1-(-117) 2-(-117) 3-(-118) 4-(-117) 5-(-117) 6-(-118) 7-(-118) 8-(-118)
    9-(-118) 10-(-115) 11-(-115) 12-(-116) 13-(-115).
    08:31:44, 17 Jul.
    ( 30.380000) Server
    URL: https://pbthdm.bt.motive.com; Connecting as user: ACS
    username
    08:31:44, 17 Jul.
    ( 30.090000)
    Initializing transaction for event code 1 BOOT
    08:31:30, 17 Jul.
    ( 16.250000) Booting
    firmware 4.7.5.1.83.8.57.1.3 (Type A)
    07:30:58, 17 Jul.
    (527520.680000) DSL is
    down after 484 minutes uptime
    07:30:56, 17 Jul.
    (527519.360000) PPPoA
    is down after 484 minutes uptime
    07:29:10, 17 Jul.
    Host 00:22:5f:43:45:02
    connected to SSID 'BTHub3-7GGN' at 54 Mbps
    07:26:46, 17 Jul.
    Host 00:22:5f:43:45:02
    connected to SSID 'BTHub3-7GGN' at 24 Mbps
    07:26:46, 17 Jul.
    (527268.960000) Lease
    for IP 192.168.1.78 renewed by host Nicks-Laptop (MAC 00:22:5f:43:45:02). Lease
    duration: 1440 min
    07:26:46, 17 Jul.
    (527268.950000) Lease
    requested
    04:59:22, 17 Jul.
    (518425.210000) Server
    URL: https://pbthdm.bt.motive.com; Connecting as user: ACS
    username
    04:59:21, 17 Jul.
    (518424.390000)
    Initializing transaction for event code 2 PERIODIC
    23:30:17, 16 Jul.
    Host 00:22:5f:43:45:02
    connected to SSID 'BTHub3-7GGN' at 54 Mbps
    23:28:34, 16 Jul.
    Host 00:22:5f:43:45:02
    connected to SSID 'BTHub3-7GGN' at 24 Mbps
    23:28:33, 16 Jul.
    (498576.280000) Lease
    for IP 192.168.1.78 renewed by host Nicks-Laptop (MAC 00:22:5f:43:45:02). Lease
    duration: 1440 min
    23:28:33, 16 Jul.
    (498576.270000) Lease
    requested
    23:26:23, 16 Jul.
    (498446.060000) Server
    URL: https://pbthdm.bt.motive.com; Connecting as user: ACS
    username
    23:26:20, 16 Jul.
    (498442.550000) WAN
    operating mode is DSL
    23:26:20, 16 Jul.
    (498442.550000) Last
    WAN operating mode was DSL
    23:26:18, 16 Jul.
    (498441.170000) PPPoA
    is up
    23:26:18, 16 Jul.
    (498440.670000) CHAP
    authentication successful
    23:26:18, 16 Jul.
    (498440.600000)
    Starting CHAP authentication with peer
    23:26:13, 16 Jul.
    (498435.560000) DSL is
    up
    23:26:10, 16 Jul.
    (498433.450000) DSL
    noise margin: 21.00 dB upstream, 16.90 dB downstream
    23:26:10, 16 Jul.
    (498433.380000) DSL
    line rate: 448 Kbps upstream, 192 Kbps downstream
    23:25:57, 16 Jul.
    (498419.560000) New GUI
    session from IP 192.168.1.78
    23:25:41, 16 Jul.
    (498403.700000) DSL is
    down after 3 minutes uptime
    23:25:39, 16 Jul.
    (498402.370000) PPPoA
    is down after 2 minutes uptime
    23:23:58, 16 Jul.
    (498300.740000) Server
    URL: https://pbthdm.bt.motive.com; Connecting as user: ACS
    username
    23:23:01, 16 Jul.
    Host 00:22:5f:43:45:02
    connected to SSID 'BTHub3-7GGN' at 36 Mbps
    23:22:51, 16 Jul.
    3 consecutive beacons
    have not been transmitted
    23:22:51, 16 Jul.
    (498234.000000) Server
    URL: https://pbthdm.bt.motive.com; Connecting as user: ACS
    username
    23:22:47, 16 Jul.
    (498230.510000) WAN
    operating mode is DSL
    23:22:47, 16 Jul.
    (498230.500000) Last
    WAN operating mode was DSL
    23:22:46, 16 Jul.
    (498229.140000) PPPoA
    is up
    23:22:46, 16 Jul.
    (498228.650000) CHAP
    authentication successful
    23:22:46, 16 Jul.
    (498228.580000)
    Starting CHAP authentication with peer
    23:22:41, 16 Jul.
    (498223.550000) DSL is
    up
    23:22:38, 16 Jul.
    (498221.450000) DSL
    noise margin: 21.00 dB upstream, 15.30 dB downstream
    23:22:38, 16 Jul.
    (498221.380000) DSL
    line rate: 448 Kbps upstream, 896 Kbps downstream
    23:22:37, 16 Jul.
    (498219.790000) New GUI
    session from IP 192.168.1.78
    23:22:36, 16 Jul.
    (498219.460000) New GUI
    session from IP 192.168.1.78
    23:22:25, 16 Jul.
    (498208.350000) Server
    URL: https://pbthdm.bt.motive.com; Connecting as user: ACS
    username
    23:21:54, 16 Jul.
    (498176.630000) Server
    URL: https://pbthdm.bt.motive.com; Connecting as user: ACS
    username
    23:21:47, 16 Jul.
    (498169.630000) DSL is
    down after 8299 minutes uptime
    23:21:45, 16 Jul.
    (498168.310000) PPPoA
    is down after 8299 minutes uptime

    Hiya
    At least we are not the only ones we noticed a drop in connection speeds last Monday night rang BT technical they line tested it and connection went from 0.5mb to an average of 5.5mb whoopee.
    But earier this month we recieved an E mail from Warren Buckley(marketing division) saying an upgrade would be taking place on 14th July 2011 and that we might loose service for 10 minutes fair do's.
    Work should be completed by 6:00pm at 7:00pm I logged on to E mail and found it very slow tried a speed test and found it down to 0.5 mb.
    Rang Broadband help line went through the usual rubbish with them and was told that the work had been completed but we would not have full speed yet as it takes a while to settle down.
    This upgrade was supposed to increase speed up to around 12mb and be more efficient.
    Now when I go to a shop and buy a New Kettle I dont expect to be told that for the first few days it will take longer to boil till it has settled down,it either works or it does not.
    I got home from work on the 15thJuly and found  connection speeds of 0.3mb wow some upgrade in the mean time I had dropped Ian Livingson an E mail who normally does not answer his E mails but actually got a response in the end it was passed on to the Technical people at Newcastle who are suppoded to be dealing with the problem but wont be holding my breath on that one either.
    If you dont know Ian Livingiston is the main man for BT group the one where the buck stops here LOL
    So if you get an up-grade be aware its a joke and we are stupid enough to believe it.
    So if you want connection speed slower than old dial up modem service stick with BT
    Anybody else been down this road ?
    Victor Meldrew12

  • Massive Reduction in Broadband Speed

    Hi,
    I am having woes with my BT Broadband Connection and am having absolutely zero joy in plotting a path through the indian call centre scripted process.
    It all began about 7 days ago when both my telephone stopped working and my broadband speed collapsed to about 100kbps DL
    I actually didnt notice the landline issue (I barely use it) so I reported the fault as a broadband speed issue.
    To be fair to BT they diagnosed the broader issue and raised a fault on the PSTN line which an engineer came out to look at and got my telephone working again by recapping the cable on the last hop on the street just outside my house.
    This however has left me with broadband that is still incredibly unusably slow. Looking at the information I have available to me it seems to be due in my eyes due to an ongoing low SNR on a degraded line that has been made good enough for a phone call but not to provide a decent broadband connection speed.
    I have captured some stats from the HH2 for those interested
    VPI/VCI 0/38
    Type PPPoA
    Modulation ITU-T G.992.5
    Latency type Interleaved
    Noise margin (Down/Up) 30.6 dB / 5.8 dB
    Line attenuation (Down/Up) 39.5 dB / 20.9 dB
    Output power (Down/Up) 20.5 dBm / 12.4 dBm
    Download speedachieved during the test was - 211 Kbps
    For your connection, the acceptable range of speedsis 100-500 Kbps.
    Additional Information:
    Your DSL Connection Rate :572 Kbps(DOWN-STREAM), 852 Kbps(UP-STREAM)
    IP Profile for your line is - 350 Kbps
    The throughput of Best Efforts (BE) classes achieved during the test is - 1.35:11.5:87.48 (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
    xDSL linestate up (ITU-T G.992.5; downstream: 575 kbit/s, upstream: 854 kbit/s; output Power Down: 20.6 dBm, Up: 12.4 dBm; line Attenuation Down: 39.5 dB, Up: 20.9 dB; snr Margin Down: 5.0 dB, Up: 29.5 dB)
    The call centre seem to be telling me they think the problem is one dealt with by BT wholesale and that they as my ISP cannot help me. As far as I can tell from the BT wholesale website however they dont deal with the general public. What do I need to say to these people to get a BT wholesale engineer to come and fix the line ?
    They have already done something called an extended diagnosis ? However the call centre guy said he couldnt see the results of it on his system.
    It is all getting rather frustrating as each time I ring I have to spend a good 30 mins running through the standard call centre checks including replacing microfilters, unscrewing faceplate on wall connection to connect to "test socket" etc. which seems pretty pointless at this stage.

    welcome to the forum
    have you always been on 21CN up to 20mb or did you receive an email recently from BT advising about exchange upgrade?
    From the brief stats you have posted I think all the problems with your line has caused numerous disconnections/resets which the exchange has seen as a bad noise problem and you are currently in a banded profile until your line stabilises.
    Normally this last 3/5 days and if there are no further resets/disconnections and you stay connected 24/7 then your speed your speed should return to normal.
    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)
    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.
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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           
    Click to report abuse...           Click to reply to this thread     Reply
    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           
    Click to report abuse...           Click to reply to this thread     Reply
    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           
    Click to report abuse...           Click to reply to this thread     Reply
    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.

  • Stuck at 2mbps broadband speed

    Hello
    I think I have the same problem as Godfrey123 as for several weeks I have had a very poor broadband speed of less than 1.9mb from around 7.5mb which it had been for many years since I first joined BT broaband. I have tried all the usual suggestons and at 1 time the configuration page showed I had been connected for over 8 days but with no difference in speed. It may be a coincidence but the speed reduction seemed to be just after I renewed my BT broadband contract at the end of July
    I hope you can help as now difficult to watch BT Sport on line. Results below connected to master socket and all wireless devices switched off.
    Regards
    Malc
    Internet Connection Configuration
    Connection Information
    Connection time:
    4 days, 00:32:50
    Data Transmitted/Received:
    2.4 GB / 397.8 MB
    Broadband username:
    [email protected]
    Password:
    Not configured
    TCP/IP settings
    Broadband network IP address:
    86.131.94.239
    Default gateway:
    217.47.74.146
    Primary DNS:
    217.32.171.21
    Secondary DNS:
    213.120.234.30
    FAQ
    1. Best Effort Test: -provides background information.
    Download  Speed
    2.06 Mbps
    0 Mbps
    2 Mbps
    Max Achievable Speed
     Download speedachieved during the test was - 2.06 Mbps
     For your connection, the acceptable range of speeds is 0.4 Mbps-2 Mbps.
     Additional Information:
     Your DSL Connection Rate :8.13 Mbps(DOWN-STREAM), 0.45 Mbps(UP-STREAM)
     IP Profile for your line is - 2 Mbps
    If you wish to discuss these results please contact your Broadband Service Provider.
    If you are experiencing problems with specific applications, servers or websites please contact your Broadband Service Provider for assistance.
    Your test has completed please close this window to exit the performance tester.
    Solved!
    Go to Solution.

    Once the Forum Mods have read your post they will post an invite here once you reply to them they will take personal ownership of the problem until resolved.
    Do not send them a Personal Message as this is the incorrect contact method and cannot be properly tracked also the mod contacted may not be on shift for sometime and this will delay your help
    The forum mods normally reply within 3/5 working days after you have contacted them
    They will contact you personally by email or phone 
    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’

  • 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.

  • New contract, new hub, same broadband speed.

    Went online to look at my broadband options - it suggested I could get 12-17MB/s on a new contract.
    So I rang and got a new contract. The new hub arrived, works great.
    Now, when I go online to bt.com and run the speed estimator, it suggests I could get only 12MB/s. OK this is right at the bottom end of the initial range, but fair enough.
    However, the actual BT broadband speed test says I'm only getting 7.9MB/s - exactly the same as I got before the new contract.
    So, my question is, should I actually expect a greater speed? Is BT providing a newer, upgraded form of VDSL? I mean, is there some technical reason why I could expect a greater speed?
    (edit) OK I've done a bit of self-help... see some results below. Doesn't help me but maybe somebody can make use of this information. And yes of course I tried the speed test again and it didn't make any difference.

    you are on broadband with fibre vdsl which is the same as infinity but because your speed estimate was <15mb BT do not sell infinity where speed is <15Mb but you get broadband with fibre instead.  this is still fibre to the cabinet and copper from cabinet to your home - just the same as infinity.
    this is the second post recently where the estimate was the checker 'A' speeds but the reality is your line is not good enough for 'A' so you have somewhere between 'A' and the 'B' speed
    the diagnostic test normally does work but sometimes you need to try a few times
    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’.

  • Broadband Speed dropped and wont come back

    Hi, I need help and advice please.
    Background info first though, so please bare with me.
    During last July 2011 I was fed up of very low speeds and managed to get a BT engineer out to check the wiring etc... He did a great job by finding a badly insulated cable between myself and the Cabinet in our village. He also changed our master socket to a newer version.
    Over the next few days my broadband speed went from 0.74mb download to 1.95mb download. Fantastic!
    This speed has pretty much been a consistent rarely dropping below 1.7mb and at times has even gone up to my highest recorded of 2.46mb. I thought this was brilliant, I could watch iPlayer no problems and xbox live was even bearable (most of the time).
    The big problem where I live is sometimes we have power cuts. Sometimes lasting hours but mainly just for seconds. Even so it switches the BB router off. (I know, but not my fault)
    When we had the freak snow fall the other month problems started to raise their head. The computers in the household found issues connecting to the router and to resolve this BT BB Helpdesk kept advising me to reset router to enable connection. After connecting new ADSL filters the speed returned but connection issues continued.
    BT supplied me with a brand new home hub 3 which I connected thinking it would give me my 2.4mb speeds again. Oh No. To be fare I think I was getting 1.95mb but I wanted more, as most people would. Why cant I get 2.4mb most of the time I have had for a few months.
    Anyway I contacted BT who were kind enough to send a BT engineer out. He Said to me the Broadband speed is put out at the exchange (4.5km) at 8mb and comes into our village at between 3mb and 4mb. He detected no fault on the lines and spent the next 3 hours renewing 'D' and 'E' I think side of cabling (found this out later). He mentioned the noise was high but did something to lower it. On leaving he said I had 2.5mb and was confidant it would rise to 3mb.
    Great not drastic but should give me 250kbs to 50kbs extra.
    The day he was at my house we had 2 short power cuts followed by another couple some days later. This has not helped I'm sure.
    NOW TO THE ISSUE.
    My download speed since that day has not gone above 1.46mb download and every time I speak to the call centre they tell me my line is only capable of 2mb therefore 1.46mb is within acceptable range.
    I am so tired of explaining that I was capable of receiving 2.4mb some 2 months ago yet now since the new hub 3 and line fiddling I am only capable of a 2mb downstream - 1.46mb DLS.
    I know I have to wait 3 - 10 days but with power cuts its a nightmare, and they are so adamant about my 2mb downstream limit What the hell has happened.
    Here is a link to my recorded (Speedtest.net) data over the past 11 months showing actual proof of receiving 2.46mb:
    http://www.speedtest.net/results.php?sh=19a6b38248773feaa954bcf8e17ae768&ria=0
    And here is my BT speedtester data:
    1. Best Effort Test: -provides background information.
    Download  Speed
    1.38 Mbps
    0 Mbps
    2 Mbps
    Max Achievable Speed
     Download speedachieved during the test was - 1.38 Mbps
     For your connection, the acceptable range of speeds is 0.4 Mbps-2 Mbps.
     Additional Information:
     Your DSL Connection Rate :2.21 Mbps(DOWN-STREAM), 0.45 Mbps(UP-STREAM)
     IP Profile for your line is - 1.5 Mbps
    My home Hub data:
    Line state:
    Connected
    Connection time:
    0 day, 17:16:04
    Downstream:
    2,208 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):
    9.3 dB / 15.0 dB
    Line attenuation (Down/Up):
    56.5 dB / 31.5 dB
    Output power (Down/Up):
    18.1 dBm / 11.9 dBm
    FEC Events (Down/Up):
    12650 / 48
    CRC Events (Down/Up):
    50 / 17
    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
    HEC Errors (Down/Up):
    289 / 10
    Error Seconds (Local/Remote):
    0 / 0
    Please Help me I know I've had better than this but all the numbers point to the fact I can no longer have them. Why?
    Many thanks
    Jon
    Solved!
    Go to Solution.

    Hi JONNYYOUNG,
    I'm not educated enough to help but it mat reassure you, as it did me, to know your circumstances are not unique.
    Your story sounds very simialr to my experiende last November, speeds and line length being very similar.  An engineer said there was noise on my line so he switched me to another pair.  Did the engineer do that for you too ? Net result my speed dropped from ~2.3 to ~1.4Mbps. 
    Fortunately a 21CN upgrade at my excahnge has brought my speed back up to ~2.4Mbps.
    I'm sure imjolly, john46 and maybe a mod if you need it will sort you out as well as they did me.
    Good luck,
    dfenceman 
    Best regards,
    dfenceman

  • Slow broadband speed and a lack of customer care -...

    I am so close to throwing in the towel with BT. The service I receive is both inconsistent and laughable, the customer care is non-existent and the price I pay is more than VirginMedia.
    Why do I stay? Why do I persist with an organisation who are just not interested?
    Anyway.
    My broadband speed veers from 500Kb to 2Mb, but BT Technical insist I am capable of receiving 8-10Mb
    The full story of my latest attempt to deal with BT Technical is here: http://brennigjones.com/blog/?p=2776
    I am really at the end of my tolerance and tether, but if anyone can help with a last-ditch throw of the dice, please let me know - otherwise I'm off to VirginMedia.
    Thanks

    Hello David,
    The results of the test are below. What do we do now?
    <script type="text/javascript">// paintProgressAndMessageOnBar(-1 ,"One Last Test Required" ); // </script>
    This Test comprises of two tests
    1. Best Effort Test: -provides background information.
    Download  Speed
    1845 Kbps
    0 Kbps
    7150 Kbps
    Max Achievable Speed
     Download speedachieved during the test was - 1845 Kbps
     For your connection, the acceptable range of speeds is 600-7150 Kbps.
     Additional Information:
     Your DSL Connection Rate :8032 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
     IP Profile for your line is - 7000 Kbps
    2. Assured Rate Test: -provides background information.
    Download Speed
    542 Kbps
    0 Kbps
    600 Kbps
    Max Achievable Speed
     Download speedachieved during the test was - 542 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

  • Very slow broadband speeds

    Hello
    My first post, and I'm hoping that someone will be able to help me with this.
    For a few days now, I've been experiencing very slow broadband speeds (100kbps or less), in contrast to the 1.5 - 2Mbps that I would usually expect to get.  I've been on hold to BT technical support for some time, and have got through twice, on both occasions being told that this is a widespread issue and to wait until the next day. However, I'm not seeing any improvement.  I'm aware of the problems in Edinburgh and the North of England,but I'm in East Anglia.
    speedtester.bt.com shows:
    Your configured download throughput speed for this service is 135 k
    and then:
    Two consecutive attempts have failed to initialise an Assured Rate session for your service.Please raise a fault with your service provider stating that the Performance Tester tool indicated a problem with initialising your Assured Rate session. <script type="text/javascript">// paintProgressAndMessageTestBar(-1,""); paintProgressAndMessageOnBar(-1,'An Error has Occured! '); // </script>
    My hub stats are:
    ADSL line status
    Connection information
    Line state Connected
    Connection time 1 day, 13:59:54
    Downstream 1,504 Kbps
    Upstream 448 Kbps
    ADSL settings
    VPI/VCI 0/38
    Type PPPoA
    Modulation ITU-T G.992.1
    Latency type Interleaved
    Noise margin (Down/Up) 15.0 dB / 19.0 dB
    Line attenuation (Down/Up) 60.0 dB / 31.5 dB
    Output power (Down/Up) 16.6 dBm / 11.9 dBm
    Loss of Framing (Local) 0
    Loss of Signal (Local) 0
    Loss of Power (Local) 0
    FEC Errors (Down/Up) 4586 / 92
    CRC Errors (Down/Up) 297 / 2147480000
    HEC Errors (Down/Up) nil / 72
    Error Seconds (Local) 221
    I hope this is enough information, but I'll happily supply anything else if I can.  The uptime of 1.5 days is the time since I was advised to restart / reset to defaults etc.
    Thanks for any help.
    Deej.

    Once a line is stable and working well, it's best left running 24/7
    Interventions like resets, replacing accelerators, unplugging the router etc. will cause line "flapping"
    And the dslam sees this as instability, and in turn the BRAS lowers the IP profile ....
    This is done to achieve stability, and decrease throughput purposefully, all done automatically.
    What you have to do, is cure any line noise, plug directly into the master or test socket behind the NTE
    faceplate, leave it connected and wait for the throughput to increase.
    Very often a rock bottom IP may need a kick to get it out of the doldrums.
    Eventually the noise margin will decrease, sync will increase, and IP profile go up.
    Depending on how long the line has suffered impulse noise, will determine the time for SNR to come down.
    Regardless of which type of phone you used to test quietline ... hum or crackle is a no-no.
    It may be the cause of the problems.  It could be REIN on the network portion of the connection or dslam
    crosstalk, either way it needs to be reported as line noise before you can count it out of the equation.

  • HT5052 I have been trying to upate my ipod to 5.0.1, but every time i get an error message of the server timed out after downloading for over an hour. My broadband speed here is is 1.5mbs, not good any help?

    I have been trying to update my ipod to the 5.0.1 but after waiting for a hour for the download i get an error message that the server has timed out as my broadband speed is not good, could this be the problem and if so how can i get the update?

    I have the same problem I disable msconfig mode all the programs escept windows and apple products but the same error appears at the last second of downloading the update

  • Broadband speed is low.

    Hi,
    I did a speedtest on the 1st and it showed I was getting 16mb DL speed however in the past couple of days I have only been recieving 3-4mb sometimes even slower.
    I checked my status through ADSL settings and was wondering if the noise on the line is the problem:
    ADSL line status
    Connection Information
    Line state
    Connected
    Connection time
    2 days, 01:26:37
    Downstream
    5,479 Kbps
    Upstream
    763 Kbps
    ADSL Settings
    VPI/VCI
    0/38
    Type
    PPPoA
    Modulation
    G.992.5 Annex A
    Latency type
    Fast
    Noise margin (Down/Up)
    31.1 dB / 10.3 dB
    Line attenuation (Down/Up)
    18.9 dB / 7.8 dB
    Output power (Down/Up)
    35.0 dBm / 1.1 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)
    0 / 0
    CRC Errors (Down/Up)
    7 / 0
    HEC Errors (Down/Up)
    2 / 0
    Error Seconds (Local/Remote)
    7 / 0
    Thanks.
    Tom.

    HI welcome to the forum
    Yes your noise is the problem that has risen because of disconnections
    can you please try the quiet line test at the test socket located inside the master socket dial 17070 select option 2 you should hear no noise if you do then you need to phone bt faults on 151 and report a noisy line but do not mention broadband when you call increases in noise margin can also be caused by manually restarting the hub have you been doing that in the hopes of increasing speed if so please stop as restarts of the hub are the worse thing you can do this link may also help the post by RogerB gives lots of suggestions to try as well http://community.bt.com/t5/BB-in-Home/Poor-Broadband-speed/m-p/14217#M8397
    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’

  • Low Broadband speed = line fault?

    Hi,
    We have had a very slow download speed since the high winds started last week (live in a rural area about 1 mile from exchange).
    I have run through the BT Broadband speed wizard & not improved the speed.
    ADSL Speedtest results are:
    Download speed achieved - 194Kbps
                               Acceptable = 50-250Kbps
                               DSL 3424Kbps (downstream)
                                          448Kbps (upstream)
                               IP Profile = 250Kbps
    Now, I don't know what it was before - but this appears to me to be pretty slow!
    If I understand the notes correctly? for 3424Kbps we should be getting 600 to 7150Kbps throughput speed?
    All I know, is that pages are taking an age to load...
    Any thoughts on what to do next please?
    PS After restarting the Hub 2.0, we got the following results:
    ADSL line status
    Connection information
    Line state
    Connected
    Connection time
    0 days, 1:20:46
    Downstream
    5,120 Kbps
    Upstream
    448 Kbps
    ADSL settings
    VPI/VCI
    0/38
    Type
    PPPoA
    Modulation
    ITU-T G.992.1
    Latency type
    Interleaved
    Noise margin (Down/Up)
    12.3 dB / 23.0 dB
    Line attenuation (Down/Up)
    48.0 dB / 29.0 dB
    Output power (Down/Up)
    19.7 dBm / 11.9 dBm
    Loss of Framing (Local)
    0
    Loss of Signal (Local)
    0
    Loss of Power (Local)
    0
    FEC Errors (Down/Up)
    2701 / 0
    CRC Errors (Down/Up)
    64 / 2147480000
    HEC Errors (Down/Up)
    nil / 0
    Error Seconds (Local)
    16
    Appears faster on paper - but still as slow loading pages!
    Solved!
    Go to Solution.

    Hi again,
    As promised, we have left on 24/7 & not re-set etc. Although it seems to have re-set itself a few times.
    I am amazed at the low 480 Kbps speed! It is usually around 5400 Kbps...
    Test1 comprises of Best Effort Test
    Download  Speed
    243 Kbps
    0 Kbps
    500 Kbps
    Max Achievable Speed
     Download speedachieved during the test was - 243 Kbps
     For your connection, the acceptable range of speeds is 50-500 Kbps.
     Additional Information:
     Your DSL Connection Rate :480 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
     IP Profile for your line is - 350 Kbps
     ADSL line statusConnection information
    Line state
    Connected
    Connection time
    1 day, 15:47:51
    Downstream
    480 Kbps
    Upstream
    448 Kbps
    ADSL settings
    VPI/VCI
    0/38
    Type
    PPPoA
    Modulation
    ITU-T G.992.1
    Latency type
    Interleaved
    Noise margin (Down/Up)
    29.3 dB / 19.0 dB
    Line attenuation (Down/Up)
    47.0 dB / 29.0 dB
    Output power (Down/Up)
    15.3 dBm / 11.9 dBm
    Loss of Framing (Local)
    14
    Loss of Signal (Local)
    28
    Loss of Power (Local)
    0
    FEC Errors (Down/Up)
    26086 / 1
    CRC Errors (Down/Up)
    1766 / 2147480000
    HEC Errors (Down/Up)
    nil / 1
    Error Seconds (Local)
    7085

  • Low broadband speed (narrowband)

    On the 14th of January I lost my telephone service and obviously my broadband.
    I telephoned the help line with my mobile phone  and after speaking with an Indian lady in India for 45 minutes she said she was going to run some tests and please would I not use the telephone or the broadband while she did it.  I informed her that I had said right at the beginning that my telephone and broadband was not working, se then said that she now had to pass me onto a different department!
    I was put through to another lady this time in England who told me what the problem was in 2 minutes. Why can’t you have your call centre in this country so that the staff can understand the problem?
    On Wednesday 19th January an engineer called to fix the telephone line and I can now use the land line telephone. 
    That evening I switched on my computer and the broadband was working but extremely slow, I called the broadband help line and they ran some tests and got me to do some things like re-cycling the router etc. 
    I borrowed a router (the same as mine) from my friend who lives 3 doors away, we plugged my router and then afterwards tried his straight into the master socket, we tried 2 different computers and 2 filters, all had the same symptoms broadband speed or 135 kb/s.
    An engineer was sent out on the 1st of February and he said that he would not leave until it was fixed.  He left saying that I would have up to 11 MB/s within 24 hours.
    Today I have 250 KB/s 
    I have now spent in excess of 8 hours on the phone and I have not got anywhere.
    Every time I phone the broadband help i am told that I have to wait another 24 to 48 hours for it to fix itself
    It is now Saturday 6th February and my download speed is 144 kb/s 
    I have now been without broadband for 24 days
    My line speed is 11 Mb/s but the download speed is capped at 250 kb/s (from the bt speed test)
    How many more weeks do I have to wait - nobody at BT cares
    I am a very unhapy non user.

    If the password on the card which was shipped with the homehub doesn't work or the password page doesn't let you in, try and reset your home hub (Stick a pen into the little red button and press it) and then try what John says
    Like this post? Give it a Star . If this post answers your question, please Mark it as the Accepted Solution.

  • 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.

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