Extremely Slow Broadband

Hello, I'm experiencing the same problem all the time. I was connected to BT broadband option 3 in April 2010 and since then I would say I had only a few "happy fast broadband" weeks. Which were at 1-1.5 Mbps. The rest of the time it was at or under 500 Kbps. IPprofile keeps going down, not once it was stuck at 128kbps, engineer visited about 5-6 times. Next visit is on the 8th February, next week. I have to take a day holiday again....etc. Very annoying!
I don't have any extensions, it is only the main BT socket, faceplate down, router connected directly into the socket. I tried a speedtester.bt.com test now, but it failed again. Speedtest.net results:
Ping 85ms (was always around 50-90ms)
Download: 0.15 Mbps
Upload 0.35 Mbps
Exchange is a bit far from me, but sometimes I have managed to get speeds up to 1.7Mbps, so I'm sure the line would be ok with a constant minimum of 1 Mbps. It is very annoying to pay £40 for an unacceptable slow internet. I'm thinking to invest money in legal action to teach BT a lesson and also It would be worth to be in the newspapers with the help of my friends EU wide and let the world know what a bad internet service people are experiencing in the UK.
Any help would be appreciated.
My Router stats:
ADSL line status
Connection information
Line state
Connected
Connection time
0 days, 22:59:10
Downstream
256 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)
27.6 dB / 15.0 dB
Line attenuation (Down/Up)
63.5 dB / 31.5 dB
Output power (Down/Up)
12.3 dBm / 11.9 dBm
Loss of Framing (Local)
0
Loss of Signal (Local)
0
Loss of Power (Local)
0
FEC Errors (Down/Up)
13079 / 38
CRC Errors (Down/Up)
2 / 2147480000
HEC Errors (Down/Up)
nil / 31
Error Seconds (Local)
37

BT sucks.

Similar Messages

Extremely Slow Broadband + No Dial Tone

Hi there, I'm looking for some help.
Just a few details first.
BT Total Broadband
HUB: HomeHub 2.0
Residing: S66, South Yorkshire
Speed: Up to 20mb (Apparently - normally around 7ish.)
3 machines connected: 2 Wireless Laptops and Ethernet LAN connected PC. Only the PC is currently connected.
So, the problem I'm having is that the Internet, as of around... 2pm yesterday, has been EXTREMELY slow. I've run speed tests, reset the HUB, restarted the HUB, returned to default on the HUB and everything. It's currently running at a seriously reduced rate. Not to mention - for some reason, no matter which socket I plug the Phone in, the landline is completely dead.
ADSL Information from HUB.
ADSL line status
Connection Information
Line state
Connected
Connection time
0 days, 00:11:26
Downstream
256 Kbps
Upstream
256 Kbps
ADSL Settings
VPI/VCI
0/38
Type
PPPoA
Modulation
G.992.1 Annex A
Latency type
Interleaved
Noise margin (Down/Up)
13.9 dB / 6.0 dB
Line attenuation (Down/Up)
62.5 dB / 31.5 dB
Output power (Down/Up)
1.3 dBm / 0.5 dBm
As you can see, the upstream and downstream is terribly low. I can't see us being capped because we upgraded the internet not 2 months ago in which we were advised, unlimited broadband - that being said, there is no way we could have broken the fair usage policy as even though there are 3 machines connected some days, the two laptops are used by my girlfriend and her mother, for things like Facebook, not streaming 55 million movies.
That being said, even if we hammered the internet on a minutely basis and DID exceed the fair usage policy - it doesn't explain why the landline is completely dead. Even the phone has no power - which is odd - because none of them do.
There seems to be 3 faults in areas I'm not even sure are close to us - but could that affect us? I'm not sure.
Any assistance with this would be awesome, as it seems the BT Broadband Help system is incredibly useless at best and I have absolutely no way of contacting BT themselves, due to the dead phone and well - I've heard BT have a live chat thing on the website, but finding it seems they LOVE to hide it.
Thanks in advance,
Robert

Okay, new turn of events. The phone is apparently working - both my Nan and Girlfriend have called and it's ringing their side, but my phone must be dead. Awesome BT Phones.
Next - looks like we've been capped - not sure how or why, havn't used anywhere near 10GB this month.
FAQ
Test1 comprises of Best Effort Test: -provides background information.
Download Speed
126 Kbps
0 Kbps
250 Kbps
Max Achievable Speed
Download speedachieved during the test was - 126 Kbps
For your connection, the acceptable range of speeds is 50-250 Kbps.
Additional Information:
Your DSL Connection Rate :256 Kbps(DOWN-STREAM), 256 Kbps(UP-STREAM)
IP Profile for your line is - 135 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.
Have a friend contacting BT to report a fault. Probably isn't one though on the line, seems like the problem with the phone is that the phone is just broken maybe? Which is odd, all it does is sit on the HUB not doing a great deal, no damage to it, nothing spilled on it.

Extremely slow broadband speed

Hi,
Any help would be appreciated
I have recently had to move from my old BT Wireless Network 1250 route as it finally gave up after a number of years to the BT Home Hub V1.5, that has been in storage since it was sent to me.
The problem is the speed of the broadband has dropped considerably from a comfortable average of 3.5Mb to 0.5MB.
I changed the routers last Monday and the speed was slow during the week, I also had to restart the router on Friday as I installed the BT Broadband Accelerator that had just arrived.
The results from the BT Speed test are
Download speedachieved during the test was - 457 Kbps
For your connection, the acceptable range of speeds is 50-500 Kbps.
Additional Information:
Your DSL Connection Rate :6784 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 500 Kbps
The Home Hubs information is
Uptime:
2 days, 0:10:04
Modulation:
G.992.1 annex A
Bandwidth (Up/Down) [kbps/kbps]:
448 / 6,784
Data Transferred (Sent/Received) [MB/MB]:
36.56 / 187.42
Output Power (Up/Down) [dBm]:
11.5 / 19.5
Line Attenuation (Up/Down) [dB]:
17.0 / 34.0
SN Margin (Up/Down) [dB]:
18.0 / 12.5
Vendor ID (Local/Remote):
TMMB / TSTC
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):
0 / 0
FEC Errors (Up/Down):
0 / 28,398
CRC Errors (Up/Down):
0 / 10
HEC Errors (Up/Down):
0 / 8
Line Profile:
Interleaved
Any help anybody could give would be really appreciated

Hi Christopher,
Recently you have synced at a very low speed which has driven your IP Profile down to 500kbps.
This will take around 5 days maximum to clear up. Make sure that you do not restart your router during this period.
Hope this helps
Like this post? Give it a Star . If this post answers your question, please Mark it as the Accepted Solution.

Please help - extremely slow broadband/ technical ...

Hi there,
for approx 2 weeks now there has been a change in our broadband connection. We have always experienced an acceptable broadband speed, but something suddenly changed recently and has left our broadband incredibly slow.
I noticed there was a BT openworld van in our street approx two weeks ago who seemed to be there for the whole day working on the telephone pole. Since he left that afternoon we have had terrible problems with our connection.
We are no longer able to do simple things such as stream videos, download anything or even open multiple tabs when browsing - its just too slow!
I did try a speed test linked from these forums which showed that the IP profile for my line is 135kbps, download speed achieved was 116kbps and "an upstream test was not conducted on this line due to a technical issue"
I'll be totally honest and say this all means nothing to me - I just want my broadband restored to its former self and actually be able to use it properly!
HELP!

I run the initial speedtest using my ethernet cable - those hub readings were wifi connection.
Here are the speedtest results run a second time (ethernet)
download speed 0.13mbps upload speed 0.36mbps http://www.speedtest.net/result/1466971666.png
Here are the hub readings also whilst still connected via ethernet
ADSL Line Status
Connection Information
Line state:
Connected
Connection time:
0 days, 00:23:36
Downstream:
2.188 Mbps
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 / 18.0 dB
Line attenuation (Down/Up):
56.4 dB / 31.5 dB
Output power (Down/Up):
17.6 dBm / 12.3 dBm
FEC Events (Down/Up):
4639 / 0
CRC Events (Down/Up):
2 / 0
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):
10 / 0
Error Seconds (Local/Remote):
2 / 0

Extremely slow broadband - BT support not helping....

Hi All,
Hoping someone here can help me, we had broadband installed in our flat with a new line back in April - shortly after the broadband kept dropping with the speed slowing down substantially to below 1MB. After a few calls to BT they found a line fault and fixed it. Since then, on and off, the same thing has been happening and I've currently had the same issue for the past 2 weeks - after numerous calls again, all BT are doing is sending out a new Home Hub 3 which I've yet to receive and I'm doubtful it will help. I've tried the test socket, quiet line test, new fliters, changing wireless channel etc etc. Hoping the mods can help me as based on my stats below, I'm convinced it's a line problem...
Solved!
Go to Solution.

Hi ad86,
I'm really glad I could help arrange the engineer to fix your broadband speed. Happy surfing now!
All the best,
Robbie
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry 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 :-)
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Extremely slow broadband all of a sudden

Hi new to the forum in a bid to solve my broadband speeds. Everything been fine before now with speeds up to 6 meg
(if this is the correct term).
Suddenly since Thusday of last week it has become almost unusable for anything other than simple text based browsing with my speed dropping to 0.12 mbps.
Here are the details from the hub 2.0, if anyone can understand it, i have reset it this morning and changed the filter in the master socket which the hub is connected to.
Connection Information
Line state
Connected <script type="text/javascript">// function p_ajax_adsl_status() { ajax_download_start('adsl_status=1', p_ajax_adsl_status_cb); } function p_ajax_adsl_status_cb(xml) { if (document.getElementById('adsl_status').innerHTML != xml) { document.getElementById('adsl_status').innerHTML = xml; mimic_button('submit_button_ajax_refresh', 1); } else setTimeout('p_ajax_adsl_status()', 5000); } setTimeout('p_ajax_adsl_status()', 5000); // </script>
Connection time
0 days, 00:58:59
Downstream
6,048 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)
16.3 dB / 21.0 dB
Line attenuation (Down/Up)
15.0 dB / 10.0 dB
Output power (Down/Up)
9.5 dBm / 1.5 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)
2009 / 3
CRC Errors (Down/Up)
883 / 6
HEC Errors (Down/Up)
1503 / 1
Error Seconds (Local/Remote)
720 / 5
Solved!
Go to Solution.

Thanks for a quick reply! Just ran speed test and results below, did the silent line test and it seems ok too. Just for info i live "as the crow flies" around 300 metres from the town exchange.
<script type="text/javascript">// paintProgressAndMessageOnBar(100,"The test has successfully completed"); // </script> Test1 comprises of Best Effort Test: -provides background information.
Download Speed
103 Kbps
0 Kbps
250 Kbps
Max Achievable Speed
Download speedachieved during the test was - 103 Kbps
For your connection, the acceptable range of speeds is 50-250 Kbps.
Additional Information:
Your DSL Connection Rate :6048 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 135 Kbps

Extremely slow broadband speed recently

Hi,
I've searched the forums for similar problems, and I'm not the only one who's had this particular one by the looks of it. I've been with BT Broadband for a good year, with no real problems and a pretty consistent downstream speed of around 750kbps (unusable by some peoples standards, but was fine for me) and IP profile to match.
Since about 2 weeks ago this has dropped considerably, to the point where my Homehub will now only sync to around 256kbps, sometimes 300 odd, and obviously this has made the internet pretty miserable to use.
My IP profile is no doubt at the bottom on 135kbps now due to the fact that I've had to try and reset the modem occasionaly to try and get an improvement in Downstream connection, but as far as I can gather from reading replies on this forum, there is no point in leaving the modem connected at 256 downstream or thats as high as my IP profile is going to rise, no matter how many days it's left on.
We've been through all the "connect to master/test socket" and replacing filters, and nothing has changed within the house, so I can't see why the downstream has suddenly decided to plummet after months of working well. I have noticed the noise margin on the router stats page is being a bit erratic (used to be stable at 6db downstream before, now flits between 6 and 13, both down and up).
We've obviously called BT on numerous occasions, with no success or help other than suggesting another engineer visit (last one said there was no problems, other than the fact that he couldn't believe we were happy with 0.5mb speeds ). So any ideas? I know mods on here have been able to solve siimilar problems before, so I'm hoping someone will be able to help me out with this. I'll post router stats and speedtest below, but bear in mind the modem has been restarted again today so connection time and IP profile are no doubt affected by that.
Solved!
Go to Solution.

Connection information
Line state
Connected
Connection time
0 days, 0:00:48
Downstream
256 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)
8.6 dB / 13.0 dB
Line attenuation (Down/Up)
63.5 dB / 31.5 dB
Output power (Down/Up)
13.1 dBm / 12.3 dBm
Loss of Framing (Local)
0
Loss of Signal (Local)
0
Loss of Power (Local)
0
FEC Errors (Down/Up)
3674 / 0
CRC Errors (Down/Up)
30 / 2147480000
HEC Errors (Down/Up)
nil / 0
Error Seconds (Local)
4
Speedtest -
Not currently working

Extremely slow broadband the last 3-4 weeks

Hi
I've been a BT total broadband customer for years. I've not moved house for more than two years. I used to get actual download speeds in excess of 3mbps, I now struggle to get 300kbps. This has only happend in the last few weeks.
I've phoned BT's support and been through all the checks several times, microfilters, master telephone socket etc. I was put through to BT engineering who say they've made some changes to improve the speed but nothing has happend in real terms to the speed. They then said they'd call me back and haven't.
Can someone here help me? I used to enjoy reliable, high speed broadband but have had nothing but a dribble for the last few weeks. Just to reiterate - nothing has changed within my house. Everything is exactly how it was when I used to enjoys 10 times the speeds. At the moment it is essentially unusable except for basic web browsing.
Here is a recent speedtest taken today at 8.58pm, more than 3 days after the last router reset:
Test1 comprises of two tests
1. Best Effort Test: -provides background information.
Download Speed
233 Kbps
0 Kbps
500 Kbps
Max Achievable Speed
Download speedachieved during the test was - 233 Kbps
For your connection, the acceptable range of speedsis 100-500 Kbps.
Additional Information:
Your DSL Connection Rate :572 Kbps(DOWN-STREAM), 440 Kbps(UP-STREAM)
IP Profile for your line is - 350 Kbps
The throughput of Best Efforts (BE) classes achieved during the test is - 24.15:15.86:59.99 (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.
2. Upstream Test: -provides background information.
Upload Speed
343 Kbps
0 Kbps
440 Kbps
Max Achievable Speed
>Upload speed achieved during the test was - 343 Kbps
Additional Information:
Upstream Rate IP profile on your line is - 440 Kbps
We were unable to identify any performance problem with your service at this time.
It is possible that any problem you are currently, or had previously experienced may have been caused by traffic congestion on the Internet or by the server you were accessing responding slowly.
If you continue to encounter a problem with a specific server, please contact the administrator of that server in the first instance.

Apologies... Here with more details:
ADSL line status<script type="text/javascript"></script>
Connection information<script type="text/javascript"></script>
Line state
Connected
Connection time
1 day, 18:02:17
Downstream
572 Kbps
Upstream
440 Kbps
ADSL settings<script type="text/javascript"></script>
VPI/VCI
0/38
Type
PPPoA
Modulation
ITU-T G.992.5
Latency type
Interleaved
Noise margin (Down/Up)
24.0 dB / 31.1 dB
Line attenuation (Down/Up)
30.0 dB / 15.5 dB
Output power (Down/Up)
0.0 dBm / 12.6 dBm
Loss of Framing (Local)
0
Loss of Signal (Local)
0
Loss of Power (Local)
0
FEC Errors (Down/Up)
889 / 4294967264
CRC Errors (Down/Up)
0 / 2147480000
HEC Errors (Down/Up)
nil / 0
Error Seconds (Local)
10

Extremely slow broadband and lousy customer servic...

I have just changed to BT and boy I wish I hadn't. After 10 days for it to "come up to speed" it didn't (download speed of 120 Kbps). I have fitted an accelerator which didn't make any difference and it has taken 3 phone calls of about half an hour each duration for someone who I barely understood telling me that I had fault. I knew I had a fault as I was told 3 times. The customer support team who was told would call me back at a specific time didn't and now I have been told that an engineer will come out in a weeks time to solve all my problems - if only. BT, I am totally disappointed with your service and wish I had never changed as talk talk who was originally with was very fast. Is there a cool off period where you can cancel the service?

there is no cool off period - you need to cancel before service is provided.
if yyou would like some help/suggestions 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) and run btspeedtester http://speedtester.bt.com and post the results.
are you connected to the NTE5 master or test socket or somewhere else? Do you have any phone extension sockets in your home?
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’.

New broadband extremely slow 0.54mb down, 0.08up

New broadband is extremely slow 0.54mb down, 0.08up - Customer support useless, can't and won't help me.
Firstly they forgot to oorder my homehub, which turned up today, 4 days after the line was connected and after complaining then finding out it was never ordered.
Secondly my broadband connectio is unstable and extreamly slow - Dial up would be faster.
I have contacted BT over the chat, then over the phone. They are useless, didn;t know what the problem was then finally after the chat dropped 5 times told me there was no problem and I could pay to fix it.
I then told the customer service that I would need to esculate the issue if they couldn't fix it and they then told me that they would call me back tomorrow! How is that going to fix the line problem?
Since I have been let down, im not sure what I can do? If BT can't fix the problem Can I cancel the line that was connected on Firday? I can get much better speeds over 3g and I feel I have been missold a 17MB unlimied connection that's not even fast or reliable enough to run the speed tester on.
How can the customer support say that there is no problem when clearly the line dropped several times and the onnection speed is so slow?
Solved!
Go to Solution.

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 routerr 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).
can you enter your phone number and post results remember to delete number https://www.btwholesale.com/includes/adsl/main.html
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
Click to report abuse...        Click to reply to this thread    Reply
Hi John,
I can take a look at the network side of things for you, to see if there is anything I can do to help improve your speed during peak periods. Please could you drop me an email with your BT account details? Please also include a link to this thread. It would also be very helpful if you could run a few speed tests using www.speedtester.bt.com when you feel your Broadband is running slow. I can then check those results from here.
Thanks
Paddy
BT Forum Moderator - [email protected] - if you're emailing please include a link to your thread so I can reference back to it.
Mateusz Sokolin...
Posts: 2
Registered: 10/11/08
   Re: Slow broadband speeds in the evening all of a sudden
Posted: Jan 24, 2010 7:33 PM   in response to: John Jorgensen in response to: John Jorgensen
Click to report abuse...        Click to reply to this thread    Reply
Well John i'll tell you what it is...
First of all welcome to BT and I hope you'll enjoy 18months of pain and suffer.
OK here it goes....
If you look at your contract, find a rule that says Fair Usage Policy.
Basically it states that BT will cap anyone that is abusing their lines.
However, it does not say what are the limits after which you are going to be capped for how long and at what times. (I'll come back to this later and explain)
If you ring 08007076044 I'm sure that someone will confirm my theory. As constant 1MBit between 6PM till 11/12 PM is actually FUP applied on to your account.
Ok time to explain my frustration about FUP.
Since I signed my contract with "lovely" BT for constant 4 months I had similar issue but it took me even longer to find out what is going on and how to deal with this problem (thanks to google).
FUP team states that if you exceed 100GB in a month (everyone will admit that these days 100GB is nothing when a single game for PS3/XBox360/PC sometimes is more than 5GB and 1080p film is about 12GB) will cap you for a month at peak times to outstanding and superfast 1Mbit (about 130-150KB/s).
I'be been watching my download and for few months never exceeded that 100GB in a month. Been ringing FUP team to verify when suddenly they told me that from (cant remember exactly) March FUP will apply only to accounts that are using Torrents and other P2P.
you won't believe how happy I was hearing that.... So i've started to download and next month guess what.... 1Mbit connection.
Really mad rang FUP team and asked them what on earth is going on. They confirmed that its only P2P and I've explained them that I only use Youtube, BBC iPlayer, Rapidshare, Steam and XBox Live, Beatport (just don't understand how ppl can use torrents and other P2P as they are just way to slow). So they were happy to take the cap off my broadband connection.
Next month same issue solved exactly the same way.
After that for consecutive few months I had no problem whatsoever until September where FUP Team said that there is no such thing and FUP applies to everyone.
So just want to say that BT is rubbish that can't keep their word.
I went to one of the sales advisor in the shopping centre and asked him how FUP works as it does not say in the contract "how, when, who and what".
So he said that policy is applied based on amount of files downloaded within that 100GB. So if I download e.g. 3x 50GB (although its 150GB altogether) files I wont be affected but 100x 1GB will put a cap on me.
I've been so curious if what he said was right and started to download 2x 60GB and guess what... Got frigging FUP placed on my account!!!.
I've got 2months left with them and will be extremely happy to cancel my contract, moreover, I will do everything in my power to sue them under EU Consumer Rights Law (that states that contract should be clear and fair to both sides) as Fair Usage Policy is one of those things that allows BT to do anything they want to their customers;
1. No clear explanation of what FUP is.
2. Does not states the amount of downloaded data required to have cap on the acount
3. Does not states for how long it will be applied
4. Does not states when it will be applied
If you look at e.g. Virgin Broadband everything is clearly written in nice and understandable way. It warns you at what times FUP will be applied under what circumstances and for how long. Isn't it what we all want to know??
Alex Owen
Posts: 3
Registered: 12/13/09
   Re: Slow broadband speeds in the evening all of a sudden
Posted: Jan 24, 2010 9:35 PM   in response to: Mateusz Sokolin... in response to: Mateusz Sokolin...
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@Mateusz I think I maybe a victim of this outragous stint BT have done. I have 2 XBOX 360's running on XBOX Live, 2 Desktop PCs connected to the web constantly, and 3 laptops, we have a torrent sharing running and World Of Warcraft on one of the PCs. All of this is shared across a 6 person family. How can a family where two members goto to college and university do their college ork, download application such as VB.net do their coursework and revise without the hassle of a **** connection. Seriously BT get your ******* head outta your **** and stop this ********, we are customers, we pay for what we are offered. When I signed up several years ago I could download everything on the net woithout infracions on my line being set in motion. You altered my contract without telling me. You will lose custom from this. Also you have ****** my wireless
Edited by: Alex Owen on Jan 24, 2010 9:36 PM
amanda jones
Posts: 33
Registered: 1/8/10
   Re: Slow broadband speeds in the evening all of a sudden
Posted: Jan 25, 2010 8:42 PM   in response to: Alex Owen in response to: Alex Owen
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You lot are lucky, We wish we could be capped to 1mbit. Our IP profile is capped to 500kbit because BT say the line isn't good enough for anything more. We are paying for option3 up to 8mbit and BT have said we must continue to pay for it for the remainder of the contract, or buy ourselves out of it early, the reason they give.... Up to 8mbit means up to 8mbit. If you dont get 8mbit then TOUGH LUCK SUCKERS!!
The outcome? We feel like we've been turned over by a dodgey second hand car salesman called BT. The internet deal he flogged us was a dog, a ringer, it wasn't cosher and certainly had a false MOT certificate.
Computer Geek
Posts: 429
Registered: 7/22/05
   Re: Slow broadband speeds in the evening all of a sudden
Posted: Jan 25, 2010 8:49 PM   in response to: amanda jones in response to: amanda jones
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Hi Amanda,
Why have you joined BT Option 3 when you can not get what BT can offer?
No pun intended but you are a bit of a sucker for paying high prices where other suppliers are cheaper and can provide what your line can support.
CG
amanda jones
Posts: 33
Registered: 1/8/10
   Re: Slow broadband speeds in the evening all of a sudden
Posted: Jan 26, 2010 9:13 PM   in response to: Computer Geek in response to: Computer Geek
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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.

Airport Extreme slowing down internet connection to a crawl

Hi,
Can anyone explain this one?
Just this afternoon my internet connection slowed to a crawl. Pages would stall loading and I couldn't even collect emails. There was a connection there. A Google search might take a minute or so but anything else would barely flinch.
So I did a few restarts and complete power downs of all my peripherals, computers and network devices but no joy. I called my broadband provider who did a remote test of my cable modem and confirmed it was responding well.
So I removed the Airport Extreme from the network and connected directly to the modem. All was fine, in fact that is how I am working now. But when connecting the Airport Extreme back in I have this extremely slow connection. I have looked at both the Network preferences and Airport Setup Utility. Both claim the connection is good.
I also have an old G4 in another room. It was switched off during all the goings on this afternoon but I powered it up to see if the same problem persisted. Sure enough it does, as it is also connected via the AE. However, the local connection between computers is just fine.
So how do I resolve this? Why would the AE cause such an internet slowdown?
Thanks,
Colin

I've had similar symptoms on my network. Here are network details:
Comcast is the ISP
I have an Extreme and an Express set up as a single wireless network.
Extreme is plugged in to the cable modem. Express is an extension of the Extreme.
Devices that are regularly "on network": Mac Mini (G4), MacBook, Mac Pro, 2 TiVO Series 2.
All Macs are running 10.4.10.
Symptom: Over the course of 3-6 weeks, wireless access slows to a crawl for the Intel-based MacBook and MacPro, but not the PowerPC Mini. All web sites, email traffic, etc., for the Intel Macs becomes painful: CNN's home page loads in minutes, not seconds, for example. Unplugging and replugging the Express doesn't do anything. Powering off and on the Extreme resolves the issue. For now. There are no pending firmware updates for the Express or Extreme that I'm aware of.

Slow broadband in Bangor, North Wales: is there an...

I apologise in advance for the length of this post, but wonder whether anybody could advise me.
I live in Bangor, a small University town (though technically a city) in north Wales. In the Autumn of last year I took out a broadband contract with BT.
The Broadband was slow from the very outset. Although during the daytime the performance was adequate, during evenings and weekends it was slower than dial up connections I have used in the past, making it completely unusable.
I tried all the steps suggested on various websites, e.g. connecting the Home Hub to the test socket. I also waited for two weeks to see whether the connection speed would improve.
Having seen no improvement I called BT’s helpline. It was a tedious process. I was put on hold for lengthy periods of time and at one point having got through to an operator I was suddenly cut off.
When I did eventually speak to an operator after going through a number of steps he advised me to use BT’s speed tester. According to the results, the connection speed was somewhere in the region of 200kbps, which according to the operator indicated a fault with the line. As a result, he arranged for an Open Reach Engineer to visit, although I had to wait for three weeks, during which time there was no improvement in the service.
The BT engineer, after having tested the line and found no faults, described the cause as being a major fault at Bangor’s telephone exchange. He had been on numerous callouts regarding the same issue, and stated that several hundred houses in the locality were affected.
He cited the reason as being the strain put on the exchange by the town’s student population, with the effect that connection speeds were being limited to 250kbps at peak times.
Nonetheless, he said that engineers were working on resolving the issue, and that due to my proximity to the exchange (a few hundred yards) my speed should be approaching 7mbps.
Following the end of the University term in December 2010 the speed improved significantly (to around 3.6 mbps at one point), which suggests that the engineer’s diagnosis was correct. However, now that the students have returned from the Christmas vacation the speed has dropped once again to an unusable level (as low as 100kbps in the evenings). This clearly suggests that the problem has not been addressed.
In the light of this, I wonder whether anybody could help answer any of these questions:
Is there any way I can get any information from BT about the issue without having to go through a foreign call centre?
Are BT likely to resolve the exchange fault in the near future?
Are there any steps that I can take in the interim to improve my connection speed?
Does the fact that I am not receiving the service for which I am paying provide me with grounds to terminate my contract?
Thanks for your help.

We're currently experiencing the same issue on a business line.
We work just outside West Haddon, a small village on the outskirts of Northampton, and have 3 ADSL lines. We are only half a mile from the exchange
The first line was installed when we moved in and works perfectly. No issues or complaints and download speeds in excess of 7mbs. However, this is a dedicated line form one of our clients to access servers which we host so we can't hop on and use it for our own needs.
The 2nd was a replacement to a previous line which was very slow during peak times. This was extremely slow and on the verge of unusable. We thought this could be an issue with the isp as they use Tiscali/TalkTalk who are notoriously slower than most.
The third is an additional line which went live yesterday and was meant as a replacement for our 2nd line. However, while the ping times and upload speeds are much faster then our 2nd lines, the download speeds are still only 2mb.
My colleague has just been on to our new ISP who has told us this could be an issue with the virtual path. We're currently running BT speedtests so we can pass the information back to our ISP so they can query it with BT.
My questions are these.
1. Can the virtual path be changed in any way? This isn't a residential line that can "cope", but a business line where the speed of the line is crucial to the running of the company's business. Having said that if this were a residential line, then it still wouldn't be fit for purpose as we can barely run any internet based applications at all!
2. If BT refuse to change our virtual path, then what are our options regarding reporting them to OFCOM for failing to provide a reasonable service? The excuse that we are too far from the exchange isn't valid as we do have a working line.
I am convinced that the seperation of BT wholesale from the rest of the BT (openreach) group has offered no additional benefits to end users at all, and simply provides a way for different parts of the BT organisation to pass the blame for faults and never actually get to, and fix, the root cause of most peoples internet issues.
When we were investigating the issues with our 2nd line, we had 2 engineers visit us. The first told us he wasn't a broadband engineer and could only do a line test (which he told us had no fault) and that he would rebook a broadband engineer to visit us. When the broadband engineer turned up, all he could do was the same line test as the first enginner! 2 engineers, different job titles, exactly the same job. Neither could find a problem, both said it was more than likely and exchange issue and both told us THEY were unable to speak to BT wholesale about it and would have to escalate it. Neither did according to our ISP.
It seems that broadband providers are able to make and break promises regarding speed and service at will.
These are my current views on ISP's and BT in particular, and would love to be corrected or enlightened as to why there's no simple fix for the issues raised, so while I've had a bit of a rant, please do correct me if I'm wrong.

Download speeds extremly slow for CS6 trial version

I am trying to download the trial version of CS6 using the Adobe download assistant. It is extremely slow (Currently saying it will take another 15 hours to download.) It has been stuck at 987 MB for over two hours. I have a very fast fibre optic line and just did a speed test. I am seeing download speed of 75.79 Mbs so it is not my broadband. I am on Mac OS Lion 5.7. and have plenty of empty disk space. Any ideas of what the problem is?

so it is not my broadband.
Actually it probably is. Due to how ADM work sthere may be issues on such connections due to how they handle upstream communication and may dynamically switch IPs/ channels in their multiplexers.... Try a direct download using the method described here:
Direct Download Links for Adobe Software
Mylenium

Extremely slow download speeds and internet browsing on Macbook pro

I recently got a 13"" macbook pro. System config - Maverick OS/i7 dual core/8GB RAM/750 GB HDD, Almost 690GB of free space available. I am expriencing extremely slow download and internet browsing speed. I have to wait for almost 10-12 seconds for normal sites to download. The app updates and downloads are painstakingly slow.
The internet speeds are working perfectly fine on my Windows Laptop, and even on my mobile phones. So, the there's no issue of network. Also, I have cleared safari cache etc, just to be sure. But nothing's really helping.
Can any one help me here.
Thanks !
Chetan

Please answer as many of the following questions as you can. You may already have answered some of them. In that case, there's no need to repeat the answers.
Have you restarted your router and your broadband device (if they're separate) since you first noticed the problem? If the answer is no, do that now and see whether there's any change.
Quit and relaunch the browser. Any change?
Log out and log back in. Any change?
Enable Private Browsing in the Safari menu. Any change?
Are any other web browsers installed, and are they the same? What about other Internet applications, such as iTunes and the App Store?
If other browsers and Internet applications are also affected, follow these instructions and test. Any change?
If only Safari is affected, launch the Activity Monitor application and enter "web" (without the quotes) in the search box. If a process named "Safari Web Content" is shown in red or is using more than about 5% of a CPU, select it and force it to quit by clicking the X or Quit Process button in the toolbar of the window. There may be more than one such process. Any improvement?
Again, if only Safari is involved, open the iCloud preference pane and uncheck the box marked Safari, if it's checked. Any change?
Are there any other devices on the same network that can browse the Web, and are they affected?
If you can test Safari on another network, is it the same there?
If you connect to your router with Wi-Fi and you can also connect with Ethernet, do that and turn off Wi-Fi. Any difference?

Extremely Slow Broadband

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