New broadband extremely slow 0.54mb down, 0.08up

Question

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!
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Answer 1

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
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