Ongoing phone and broadband problems

I have wrote below about my ongoing problems with BT. I am going to use this thread as a record and to refer others to because if I have to go over it one more time I fear my brain will melt. Advice appreciated.
Four months ago: Possibly/probably unrelated? I tried to make a phone call one day. The line was dead. Borrowed neighbour's phone as I thought I had a problem with the phone set itself but the line was dead with the neighbour's phone. The problem only lasted about a day. A few days later a BT engineer turned up. Installed a new face-plate over my phone socket.
Three months ago: I've had a broadband speed of 20 megabit for about 18 months. Then 3 months ago that speed starts to get lower. First to 8 megabit. Then 4 megabit. I remember one day doing 5 different speedtests* and getting just over 1 megabit on all 5. That's not the only problem. Whenever I get an incoming call or make an outgoing call my broadband is disconnected. This is happening 100% of the time and is still happening.
Two months ago: Phoned BT. After about 80 minutes on the phone I'm told it looks like the problem is our (BT) end. I was told I would receive a phone call the next day. I got that phone call and was told my connection would be back to 20 megabit in a couple of days. It never happened. Even as I was being told my connection would be back to 20 megabit in a couple of days I didn't have any faith in what I was being told. Maybe just something in the tone of the person I was speaking to gave me that feeling.
A few weeks ago. Some Scottish guy from BT calls me trying to sell BT Vision. I said 'no' and took the chance to tell the guy of my ongoing problems.
Background info: I have been at my current address and had a BT account for about 10 years. I just need to drop back maybe 4-5 years now when I was told by BT, over the phone, that I would be receiving a BT Home Hub (BTHH). I didn't ask for it. I already had a Netgear modem/router. That BTHH never turned up. I wasn't really annoyed about not getting a BTHH. I was angry that I didn't get a letter/phone call explaining why. Then about a year later I was on the phone to BT and mentioned that I had been told that I would receive a BTHH but it never turned up. This time I was 'promised' that I would receive a BTHH. Again it (BTHH) or a letter/phone call explaining why it wasn't being sent never happened.
Back to the BT Scottish guy I told the Scottish guy about my lack of a BTHH and finally I get an answer. Apparently I need a 12 month contract. I told him I couldn't commit to a 12 month contract right now as recently I have taken a dip in my income. One morning a few days later and a BTHH arrives from the postman. I unpack it but just before plugging it in I remember the phone call with the Scottish guy and so I just put the BTHH away in a cupboard where it still is. Plugging it in would mean committing to a 12 month contract.
I've now learnt this morning from BT that apparently I have committed to a 12 month contract early September which would be around the time of the Scottish BT guy phone call. Clearly there's been some mis-communication between the Scottish guy and myself.
23 September In an attempt at trying a different route to solve my problems I put in a complaint. It turned out to be quite a wall of text which I hate giving to anybody but there's so much to go over. By the way since 20th September my download speed is 0.25 megabit. My upload is faster!
29 September I received a phone call from BT and the person that phoned started to tackle my broadband issues. By this time I'm seriously thinking of putting in a complaint about how complaints are dealt with. Basically in that 23rd Sept. email I went over everything which I'm telling you guys about now. I also told them that I understood a 12 month contract, which I couldn't commit to, was needed for the BTHH but as I have one sitting idle in a cupboard here at home and I've been with BT for at least 10 years and I've been told (promised) that I would receive a BTHH twice over the years (when I didn't even ask for one!) then how about letting me have it. Or at least plugging it in to see if that resolves the problems as that might even save BT having to send out an engineer.
30 September The lady I spoke to on the 29th told me somebody would phone the next day. By now I have deja-vu of what happened two months back. I got the phone call earlier which was how I found out that apparently I committed to a 12 month contract early September. The guy said I should probably speak to accounts first so I'm waiting for a call from them now.
This has all turned into a convoluted mess that could of been solved two months ago. I have a BTHH which I can't use but which might solve my problem (although if it does I don't understand why as my Netgear modem/router does work). I'm very tempted to switch providers but maybe my problem still needs to be looked at by BT even if I was with another provider? My bill is now overdue and whilst I can't commit to a 12 month contract I do have the money for the latest bill. But would you pay for an internet of 0.25 megabit which should be 20 megabit? Or a phone that dis-connects your broadband.
The overall annoying thing about this is how my email complaint was handled. The complaint(s) need to be tackled as a whole. I have a couple of friends and have read many stories of people phoning BT and then after complaining they get some deals. Now whoever read my complaint, and I have a copy which I can provide, should of seen that I'm clearly 'in limbo' so to speak and said either 'keep the BTHH' or 'we may need you to send the BTHH back but for now try connecting it up to see if that resolves the problems'. Instead it looks like my email was read and then passed onto the broadband department. The lady who phoned on the 29th thought I was using the BTHH even though she had my email in front of her. I know that as she quoted a couple of lines from it. The guy who phoned this morning also thought I was using the BTHH.
All that's needed now is for BT to dis-connect me for an unpaid bill! I personally feel that I should get some compensation for such a poor connection over the last 4 months.
For all speed tests I used the BT wholesale one apart from*

Here's some screengrabs from BT wholesale taken at various times.
After that a couple of screens from my Netgear taken today.
I did run Routerstats Lite over a few days when this started. However I don't know what to look for in Routerstats which might be the problem.
7 August
20 August
7 September
27 September
30 September
Netgear Router status 30 September
Netgear stats 30 September

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Phone and Broadband Drops out at same times every ...

At exactly 9.49am and 15.10 every day our phones go off for a few seconds and our broadband resets itself, if we are on the phone the other person is cut off!
So far we have had five engineer visits and including a RANE engineer and nobody has a clue why this is happening.
BT have even fitted a filter to our master socket and had an engineer monitor it in Manchester! ( we are in somerset) Still no clues.
This originally started as a broadband speed problem after moving to BT (which has now been fixed)!
Has anyone experienced this ? What was the solution ?
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Hi adg080470,
If you can fill out the contact us form in the "about me" section of my profile, we can take a look at it for you.
Cheers,
Chris
BT Moderator Team.
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Phone and Broadband drops out at exactly the same ...

At exactly 9.49am and 15.10 every day our phones go off for a few seconds and our broadband resets itself, if we are on the phone the other person is cut off!
So far we have had five engineer visits and including a RANE engineer and nobody has a clue why this is happening.
BT have even fitted a filter to our master socket and had an engineer monitor it in Manchester! ( we are in somerset) Still no clues.
This originally started as a broadband speed problem after moving to BT (which has now been fixed)!
Has anyone experienced this ? What was the solution ?
Helllllpppppppppppppppppppppppppppppp

Hi adg080470,
If you can fill out the contact us form in the "about me" section of my profile, we can take a look at it for you.
Cheers,
Chris
BT Moderator Team.
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’.

Phones and broadband -You couldn't make this BT fa...

Hello
This is my story - it reads more like a farce. If you cannot help, BT moderators, please pass this on to someone who is accountable and can actually do somethng about it, instead of telling me they don't understand. By the way, I have been a customer of BT for more than 30 years. After the horror of this week, I think it may be the end of a long relationship.
I have two phone lines in my house, one of which I use solely for my broadband connection.There is no phone attached to my computer, though that does stop BT calling me on this number no matter how many times I provide alternative numbers.
The other number is I have had for more than 25 years and rely on for my business as a freelance journalist.
I decided to upgrade my BT Broadband from Option 1 to Option 3, the order being due to take effect on February 14 - this week. The only other change I asked for was to change the Calling Plan from Anytime to Evening & Weekend, as I had forgotten I had the Anytime plan on this number and it seemed pointless to continue paying for a service I rarely, if ever, used.
Then the problems started. On the evening of February 14, I had a couple of calls on my mobile from friends, saying that my house phone line was not working. I spent an hour on my mobile to BT trying to get some sense out of someone, which is increasingly difficult to do with BT these days. I was gobsmacked by what I was told. I was informed that the number I use for my internet connection was being discontinued in a few days and being replaced with my other number, which itself had been replaced by another number, which of course I wasn't aware of. There was no trace of any order for these number switches which, of course, there wouldn't be, as no such order had ever been made. No one could explain what had happened. The last thing I want to do is to lose the number I have used for more than 25 years.
Good job I hadn't splashed out on an expensive Valentine's Day romantic dinner, as I would have been in an extremely bad mood .....
I have this morning ( Feb 16) spent nearly three hours on the phone trying to stop my broadband number being changed and to restore my house phone number, which has already been closed, so I am effectively cut off ffrom the number which all my friends and business contacts use. I have no idea what, if any, progress I have made because the story is becoming more convoluted with every day that passes. If you think it is difficult to follow, think how dificult it was for me to explain it to someone in India and then, unbelievably, in Manila ! I have also talked to BT in Scotland at least four timnes.
I have lost count of the number of calls I have made or the option buttons I have pressed. Sadly, there is no option button which says "Massive BT foul-up."!
The idea that BT prides itself on its customer service is just a joke. BT has become an unwieldy monster, where consumers find it virtually impossible to speak to anyone who is accountable. On the evening
of February 14 I spoke to people in six different departments, all of whom said my problem was "not their department."
HELP, PLEASE
I want to speak to someone who is a manager and UK-based and who can get the status quo restored
Solved!
Go to Solution.

I had a very helpful call last night from one of the moderators, an Aussie I think. He had done some "homework" on my problem and is well on the way to sorting it out. It was a wonderful experience to talk to someone from BT who could actually get a problem sorted, instead of passing me onto someone else. The root cause of my ordeal it seems, was the same old problem - BT not getting its had round the fact that I have two dfferent lines, one used solely for broadband and the other my housephone. When I placed the order for my upgrade from Option 1 to Option 3, I ticked the box for the Evening & Weekend Calling Plan. I have the Anytime Plan on my other line. Nowhere was it explained that if you have the Anytime Plan on one line, you get it on the other. Thus, both my Calling Plans were changed to Evening & Weekend, as my request was treated as an order to change the Calling Plan to Evening & Weekend on both lines. Confused? However, none of this explains the fact that BT also tried to change my telephone numbers, switching my current numbers around and also creating a new number to replace the number I have used for my housephone line for the last 25 years. Incidentally, this new number now appears in My BT as one of the numbers on my account, which worries me somewhat. Having created a new number which I didn't ask for, no one bothered to contact me to tell me, not surprising perhaps as the whole thing has been a catalogue of errors. My new Aussie "mate" tells me it shold all be sorted by next week. Fingers crossed.

Will my phone and broadband still be discounted if I upgrade my phone?

Just been called from ee and they have offered me broadband and phone at a reduced price, will I still get this price reduction if I upgrade my phone in September?

Upgrade what phone? Your EE mobile? One has nowt to do with the other. The offer is for now, not in Sept.

Broadband connection and speed problems

Hi,
On Wednesday morning my broadband connection went down and could not reconnect from 600am til 700pm. It did manage to get a connection to stay up at around 900pm, but since then the connection has dropped about four times a day.
I have checked my equipment, wiring etc, connected directly to the test socket, using a new ADSL microfilter etc etc. I have also checked for known problems in my area and have done some quiet call tests(17070).
There are apparently no problems in my area, but a couple of the quiet call tests were crackly.
Since last night (Friday) at around 900pm the connection has managed to stay up but my connection speeds, both up and down are much much lower than they used to be.
Since Wednesday night I have performed some BT speedtests.
D/L Profile for my line is - 17.64 Mbps, but actual speed currently varies between around 8 and 11 Mbps.
U/L Profile for my line is - 0.83 Mbps, but speed currenty varies between 0.01 and 0.3 Mbps.
Before Wednesday, my download speeds were typically 16-17Mbps and upload speeds were typically 0.8Mbps.
With very little variation.
I have included some stats from my BT HH3...
Wednesday nights ADSL Line status, after I managed to get a connection to stay up. below;
ADSL Line Status
Connection Information
Line state: Connected
Connection time: 0 days, 04:59:49
Downstream: 18.65 Mbps
Upstream: 443.9 Kbps
ADSL Settings
VPI/VCI: 0/38
Type: PPPoA
Modulation: G.992.5 Annex A
Latency type: Fast
Noise margin (Down/Up): 4.9 dB / 26.4 dB
Line attenuation (Down/Up): 11.1 dB / 5.3 dB
Output power (Down/Up): 20.1 dBm / 12.9 dBm
FEC Events (Down/Up): 0 / 0
CRC Events (Down/Up): 758 / 36
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): 23957 / 6
Error Seconds (Local/Remote): 300 / 4
Current ADSL line status. After the line being up for 17 hours below;
ADSL Line Status
Connection Information
Line state: Connected
Connection time: 0 days, 17:17:36
Downstream: 19.52 Mbps
Upstream: 443.9 Kbps
ADSL Settings
VPI/VCI: 0/38
Type: PPPoA
Modulation: G.992.5 Annex A
Latency type: Fast
Noise margin (Down/Up): 3.2 dB / 28.1 dB
Line attenuation (Down/Up): 11.0 dB / 5.2 dB
Output power (Down/Up): 20.2 dBm / 12.2 dBm
FEC Events (Down/Up): 0 / 0
CRC Events (Down/Up): 133 / 36
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): 636 / 9
Error Seconds (Local/Remote): 117 / 4
One thing that stands out is the Noise Margin of 4.9dB and now 3.2dB. I gather that these values are on the low side. Is 3.2dB acceptable?
I assume my line attenuation values are low as I live very close to my local exchange. I assume that these values are good.
There are some CRC HEC and Error Seconds values. I must admit that I dont fully understand these but I assume these are not good.
One other thing worth mentioning is that the phone cable to my property comes along my front wall over from a neighbouring property. Whilst checking this cable this morning in the daylight, I have noticed that someone, most probably my neighbour, has pulled the cable way from its fixing on the wall in order to put a fence post up on the wall.
The fence post has been there for a few months, with no apparent affect ro my phone and broadband, but I'm concerned that this could have damaged the cable, splitting the shielding or breaking a wire in the cable, or perhaps loosened the connectors to the juntion box it is connected to on the neighbours wall.
Could damage to the cable be the cause of my connection and speed problems?
Also, is it possible that my BTHH3 is faulty?
Any advice would be very welcome.
Thanks
Solved!
Go to Solution.

A little more information.
I have noticed that on a number of occasions when making or receiving voice calls, the broadband connection completely drops. It doesnt happen on all calls, and doesnt seem to happen when just going 'offhook' and listening to a dialling tone.
There is a definite crackle and hiss on most of the voice calls. But only seems to be audible on the home phone.
After a little browsing, I came upon a logging program "Routerstatshub". When I leave this running it logs changes to ADSL stats.
Looking at the logs, I've noticed that when making voice calls, the upstream noise margin always seems to drop considerably, sometimes down to 0dB.
On some calls, both upstream and downstream noise margin drop to 0dB and the broadband connection drops.
I have also noticed that upstream line attenuation increases from around 5dB to around 28dB every hour or so. This doesnt appear to coincide with the voice calls.
CRC and HEC error increase dramatically at the same time as the noise margin changes. HEC goes up by 10s of thousands.
I'm still directly connected into the mastersocket with a new microfilter and no extension cable.
By the way, my connection speeds went down to an all time low yesterday , 1.7Mbps down.
I have now replaced my DECT phone with a corded phone and will make some more voice calls to see if that makes any difference.
Any ideas about what the problem could be would be greatly appreciated.

Phone line and broadband dropping

I have asked this question before why does my line keep dropping about once a week both my phone and broadband lights goes off then on again a few seconds later. Does my router need cooling down cannot clean inside it as I have had it for a few years. This only seems to happen during the summer months ie June- August it all started when my contract was up for renewal no it is up for renewal May. Tried ringing up the help the other day when I could not connect, half an hour later after trying the BT Voyager one and still not connect was told they would send a new hub, so I switched of my router and restarted it 10 minutes later and was able to connect. So now I have a new hub which I have not used.
So why does the line drop every few days do I need to pay £190 for an engineeer to give me a new extension or what as I did the extension and connection myself inclusing the box . I have never had an engineer in the house they have been outside as I have the pole outside my window, so can anyone help?

You need to access your Home Hub directly, it does not matter about the Belkin router as its only acting as an additional wireless access point.
Go to http://192.168.1.254/. This will show your home hub DSL connection.
I have the original home hub and http://192.168.1.254/cgi/b/dsl/dt/?ce=1&be=1&l0=6&l1=2 takes me to the page giving all of the DSL information. This is probably different if you have a new home hub, you may have to look through the nenue options.
What you are looking for is the downstream S/N ratio, it is usually between 6 and 20 db. The lower it is, the more likely your connection will disconnect.
There are some useful help pages here, for BT Broadband customers only, on my personal website.
BT Broadband customers - help with broadband, WiFi, networking, e-mail and phones.

Nokia N900 - Volume and Typing Problem

Just recently my N900 has started doing its own thing, without even touching my phone the volume mysteriously turns itself down; and when its done this it will no longer let me type texts, contacts or anything that involves the keyboard!
Ive tried re-booting the phone and the problem continues, it works when it feels like it and doesn't when it wants!!
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try taking the battery out for 30 seconds

How do i find out when my current phone and broadb...

Hiya i hope someone can help how can i find out when my bt phone and broadband package ends i have looked everywhere on the site and just cant seem to find it.
thank you

Phone sales on 0800800150 and ask them when it ends
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Ongoing and Unresolved phone line and broadband pr...

I am trying to help my elderly neighbours resolve an ongoing phone line problem. We both keep reporting the issue but keep being passed from pillar to post. We are fairly certain its a line problem outside of the house (we have checked everything we can for them)
The problem is causing terrible crackling on the phone line to the point where they cannot hear people on the phone and their new quality laptop just cannot run. They struggle to get out and rely on their phone and were hoping to order shopping online etc.
So they are are paying £13 a month for no service and they are finding this whole experience very upsetting. We are disappointed with Bts service so far
Can anybody help please ?
Solved!
Go to Solution.

you should be able to report your phoneline fault to 151 but no mention of broadband.
I would just check that the phone is connected to the filter in the master socket to make sure problem is outwith the home and not internal. internal fault could cost you the callout fee
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No Phone or Broadband (15 days and counting)

On 13 June 2010 we lost conectivity to our landline and broadband.
We first reported it early in the morning on 14 June 2010 and the online help identified it was a problem within our house or close to it and we were to check our equipment. After a few customers in our area reported it throughout the day it then became apparent it wasn't just our property and the fault web page then showed it was a network problem. So far I've received no updates without persusing the matter myself and even then I'm provided with the words 'it should hopefully be completed by (insert a date). Even today I called up and got told a manager would call me back, still waiting any bets on when that call will come (insert date).
It took Openzone 1 week to start work after the fault was reported and to date still nothing. When you call 0800 800 151 it is automated with the response you can check progress online. Good message but expected repair date still shows 17 June 2010 and its now the 28th. Lucky I have connectivity at work but if somebody at home who has no phone line how can they check it online? baffles me
Luckily for me I have a mobile, unfortunately I'm now having to pay out for calls from that now as my free calls have run out.
So 15 days down the line, BT have not updated their website with fault progress, not contacted us about when fault will be repaired. For all those who read this do not trust BT when they say they will keep you updated, as it is not the case.

Hi JokerDurdan,
I can get this sorted out for you.
Drop me an email with your BT account and telephone number and a link back to this thread and I'll see what the story is and get things moving.
Just send to [email protected]
Cheers
Craig
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 but 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 :-)”
td-p/30">Ratings star on the left-hand side of the post.
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No Phone Line and Broadband Speed at 0.2 - Not hap...

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

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

Migrating phone line and broadband from BE to BT i...

Hi everyone, i ordered BT infinity 2 online on Friday , order went through with out any issues got the date for engineer visit on 14th of JUNE but since that my order is pending and i don't know the reason why and my account hasn't been created as well.
My phone line and broadband currently both with BE unlimited and somebody from BT told me that if i am migrating phone line from another provider then i can't order BT infinity 2 straight away, first i have to transfer my phone line over to BT and then i can order BT infinity 2. Can any body tell me if this is true.
I had excellent experience with BE unlimited for last 5 years and hoping that it carries on with BT as well but things so far not looking promising because i can't get straight answer from BT reps.
Any help in this matter will be much appreciated in advance.

OK i have update regarding my order, i spoke to BT rep today and she told me the reason my order is till pending because first i have to transfer my phone line over to BT then i can order BT infinity 2. The date they give me for my phone line to switch over to BT is 15th of June and once that completed then some one from BT infinity 2 Team will contact me and arrange a date for BT engineer.
So any one thinking about moving to BT infinity 2 in near future and currently they have their phone line and broadband both with different company then they should move their phone line to BT straight away and once phone line is moved over to BT then they can order BT infinity 2 with out any problems.
I hope this will help lot of other people who are in similar situation.

Crackly phone line and broadband disconnecting

For a month or two i have been having problems with our phone line and broadband connection. The phone line is extremely noisy (interferance) and when you make a call or recieve a call the broadband disconnects. I have tried different filters, routers and wires but no good. I have conducted a quiet line test and the result was i could hear nothing on the line. When i unplug the hub and just have the phone connected to the socket the noise on the phone has gone and their is no problem, connecting the hub make the noise come back. As a result of all this my broadband speeds are very low.
Here is my hub stats and a bt whole sale speed test.
ADSL Line Status
Connection Information
Line state:
Connected
Connection time:
0 days, 00:36:05
Downstream:
6.75 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):
19.7 dB / 22.0 dB
Line attenuation (Down/Up):
7.0 dB / 3.0 dB
Output power (Down/Up):
13.9 dBm / 12.2 dBm
FEC Events (Down/Up):
7077 / 0
CRC Events (Down/Up):
12 / 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):
19 / 0
Error Seconds (Local/Remote):
131 / 114
Hide details
Download Speed
0.81 Mbps
0 Mbps
2 Mbps
Max Achievable Speed
Download speedachieved during the test was - 0.81 Mbps
For your connection, the acceptable range of speeds is 0.4 Mbps-2 Mbps.
Additional Information:
Your DSL Connection Rate :6.91 Mbps(DOWN-STREAM), 0.45 Mbps(UP-STREAM)
IP Profile for your line is - 1.25 Mbps
My dsl connection rate can get as high as 7.9 Mbps
Any advice would be helpful thank you
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your drops in connection have at one point reconnected with a far lower speed than normal resulting in the low ip profile. if you stay conencted 24/7 for 3/5 days the profile will correct itself for your current connection speed
I would as john46 suggested connected to test socket with a new filter and see if that helps
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Ongoing phone and broadband problems

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