Slow broadband and 10 day wait period

Hi,
Maybe you can help me. I have moved to my new home and I have had the broadband active for about 5 days now. The download connection rate has never gone beyond 128kBps. The IP profile has stayed at 2Mbps. (I have BT Broadband unlimited option 3). The call to the helpline has basically suggested that I wait for 10 days and that I do not reset the router in the meanwhile. (If the modem can't get better than 128Kbps connection rate, the IP profile will never improve, in fact I expect it to go lower)
As far I can see the modem stats show a very high noise margin. I did initially directly connect to the master socket, removing the bottom plate and plug in the modem into that. That did not really make any difference to the datarate.
Here are the stats from the modem, and the two results from http://speedtester.bt.com/
ADSL line status
Connection Information
Line state
Connected
Connection time
1 days, 07:22:14
Downstream
128 Kbps
Upstream
64 Kbps
ADSL Settings
VPI/VCI
0/38
Type
PPPoA
Modulation
G.992.1 Annex A
Latency type
Fast
Noise margin (Down/Up)
31.1 dB / 31.0 dB
Line attenuation (Down/Up)
39.8 dB / 23.0 dB
Output power (Down/Up)
12.4 dBm / 1.6 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)
0 / 0
HEC Errors (Down/Up)
0 / 0
Error Seconds (Local/Remote)
0 / 1
Results from the first tests at http://speedtester.bt.com/ was inconclusive and it suggested doing the third test
Download speeda chieved during the test was - 14 Kbps
For your connection, the acceptable range of speeds is 400-2000 Kbps.
Additional Information:
Your DSL Connection Rate :128 Kbps(DOWN-STREAM), 64 Kbps(UP-STREAM)
IP Profile for your line is - 2000 Kbps
This test was not conclusive and further testing is required.This might be useful for your ISP to investigate the fault.
So here are the results from third test
Download speed achieved during the test was - 18 Kbps
For your connection, the acceptable range of speeds is 400-2000 Kbps.
IP Profile for your line is - 2000 Kbps
Your service was found to be performing poorly. Please raise a fault with your service provider, stating that the BT Performance Tester tool indicates poor service throughput performance after the third test
When I called the support line, they remotely logged onto my computer, accessed the router and fiddled with the wireless setting and told me to wait for a a few days. Impossible to get them to consider anything else. Maybe you will be able to escalate this for me.
Thank you for your time.
Regards
Nirmal

Thanks for your quick reply.
I did the quiet line test in the master socket, but I could not hear anything that's unusual. It was quiet!
So I plug the modem in the master socket and cheked the noise margin numbers again, no improvement.
ADSL line status
Connection Information
Line state
Connected
Connection time
0 days, 00:01:45
Downstream
128 Kbps
Upstream
64 Kbps
ADSL Settings
VPI/VCI
0/38
Type
PPPoA
Modulation
G.992.1 Annex A
Latency type
Fast
Noise margin (Down/Up)
31.4 dB / 31.0 dB
Line attenuation (Down/Up)
39.3 dB / 22.5 dB
Output power (Down/Up)
12.4 dBm / 1.6 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)
0 / 1
HEC Errors (Down/Up)
0 / 0
Error Seconds (Local/Remote)
0 / 1
Any other suggestions?

Similar Messages

Very slow broadband and connection keeps dropping

Hello, we have been BT customers since August 2013, after previously being Freeola customers for many years. We live in a very rural area, at the end of the exchange so we are never going to get amazingly fast broadband, we are estimated 1MB.
Previously using Speedtest.net at the beginning of the year we were getting 0.9Mbps, then in May our internet dropped and we couldn't get a proper connection or speed. We contacted Freeola who after doing some tests, said that we had a copper line failure and to contact BT. We did this and the copper line failure issue was fixed, an openreach engineer tested the line and we assumed all was fine. But we were still getting very slow speeds and the connection kept dropping. So we decided to switch to BT in August, we have put up with the slow speeds and dropping connection for 3 months hoping in vain that once we got a stable line the speed would increase and we would be back to were we expected to be.
When we are using the internet, we very often get "Your connection has been reset" errors within our browsers.
This has not happened, so I have decided to come on to this forum in the hope that we can solve this issue before my hair gets any greyer. We have a BT Home Hub 4 so we have not got all the stats that previous HH had available.
Also as we are in a rural area our telephone connection is through overhead cables and as said previously we are at the end of the exchange.
Please see below for the information that I have been able to get:
Home hub stats:
17:28:52, 28 Oct. ( 68.040000) DSL noise margin: 12.00 dB upstream, 9.50 dB downstream
17:28:51, 28 Oct. ( 67.970000) DSL line rate: 448 Kbps upstream, 192 Kbps downstream
Internet Connection Configuration
Connection Information
Connection time:
4 days, 22:01:39
Data Transmitted/Received:
221.4 MB / 2.3 GB
Bt Wholesale Broadband test:
Download Speed: 0.02
Upload speed: 0.34
Ping latency: 0.00
Further diagnostics:
Master socket is
I performed the quiet line test which wasn't too bad there was a very slight crackle, but it was with a wireless phone.
Speedtest.net results:
Ping: 463ms
Download:0.13mbps
Upload: 0.28mbps
As said previously before the copper line failure we were regularly getting download speeds of 0.9mbps.
Any help would be greatly appreciated.
Solved!
Go to Solution.

Hi jacoma,
Sorry to hear that your having issues with your BT Retail services.
You will either be on the ADSLMax (upto 8mbps) service or if your exchange has been BTw 21cn upgraded you maybe on the ADSL2/2+ (upto 12/20mbps) service depending on your line quality and length.
However these upto speeds may not be the speeds you will get as ADSL broadband connections are very dependent on the distance from your property to the exchange and the quality of your line. The further away you are from your local exchange the slower your broadband speed will be.
To enable the community to help you please see the advice below:
Please see Keith's help guide here: Helping forum members to help you, it will go through some checks that are needed for us to help you.
1) Are you in the TEST socket? if not can you please connect to the test socket and repeat steps 2, 3 and 4.
All the below performed in TEST Socket:
2) is there any noise on your line. dial 17070 option2 ,called quite line test, from landline phone. should be silent but slight hum normal on cordless phone.
If there is any noise on your line such as crackling, distictive noise when the phone is connected to the TEST socket and doing the quiet line test then you need to report a line fault to BT Retail by dailling 151. Once the crackling or disticive noise has gone then your broadband should slowly recover.
3) please post adsl line statistics
4) Can you please run a BT speed test (including IP Profile) http://speedtest.btwholesale.com (not beta version)[Best done with a wired, Ethernet, connection] After Quick Test is done you need to click "Further Diagnostics" to get IP Profile.
ADSL Line Statistic Help:
If you have a BT Home Hub like the one below...
Then:
1) Go to http://192.168.1.254 or http://bthomehub.home
2) click Settings
3) Click Advanced Settings
4) Click Broadband
5) Click Connection or sometimes called ADSL (see picture Below)
The direct Address is http://bthomehub.home/index.cgi?active_page=9116 (for bthomehub3.A firmware ending in 1.3)
or http://bthomehub.home/index.cgi?active_page=9118 (for bthomehub3.A firmware ending in 94.1.11)
You will need to copy and past all the adsl line statistics ( Including HEC, CRC and FEC errors). You may need to click " More Details"
If you have a HomeHub 4 then the majority of the ADSL Stats shown in the previous Hubs will not be there.
for HH4 users you can go to hub manager then select troubleshooting then logs and are look for 2 entries together which will show theconnection speed and noise margin for when your HH4 last sycned with the exchange.
There are more useful links on Keith's website here: If you have an ADSL connection, please select this link
cheers
I'm no expert, so please correct me if I'm wrong

Desperately slow broadband, and getting worse!

Hi folks - the common problem here, going by the forum - desperately slow broadband.
I'm about as far from my local exchange as it's possible to get and still receive broadband. My connection is a maximum 512 kbps and has been in place for years now. My usual download speed would have been 120 kbps on a good day, and a gaming ping on 54 - 58.
This last month it's been terrible, and getting worse. Download speed dropped to 50, and this morning is 28.9. An update from the Apple website took 34 minutes for 32.9 Mb. I'm getting repeatedly booted off my gaming servers for a high ping of 300 or so; sometimes the orange light on the router flashes repeatedly before going green again.
I run two computers from the router, both on ethernet, but only one ever surfs at any time; however I used to be able to surf both - not any more. Frequent "Internet Explorer cannot display the webpage" and "diagnose connection problems" messages appear. Some webpages - for example the eBay home page - take over a minute to fully load. It reminds me of my old dial-up days.
BT Speedtests a few months back gave me a speed of 394; three days ago it was 194, this morning it did not complete the test. I'm getting very frustrated.
Struggling with less than 50 KB/s… a quarter of what it used to be.
Solved!
Go to Solution.

I tried the master socket two days ago hence the recent disconnection; the end plug on my cable is a small squarish one not the longer rectangular one that the phone uses so it won't fit the master socket. Before that the router had been connected for weeks with no improvement. This problem has persisted for almost six weeks now with no return to the old faster speeds. It can't be software as I run an Apple Mac and a PC alternately through both ethernet connections (unused computer is switched off)
If gaming the game goes very slow, or freezes, I get booted by admin for high ping, and sometimes - not every time - if I watch the router the broadband light flashes orange before reverting to green again.
I've been connected for years at a good speed (for this area) but since July / august it's really dropped to the present annoying stage.
Struggling with less than 50 KB/s… a quarter of what it used to be.

Slow broadband and confusion from tech helpdesk

Hello,
I am getting pretty slow broadband, so I emailed BT technical support to get help. A chap phoned me at teatime and siaid I should be getting ~14Mbps, but then a friend came over, so I ended the call and called back 0800 111 4567 just now.
I am getting speeds of 0.7Mbps (measured several times on various speed checkers), but the BT broadband site (www.productsandservices.bt.com) estimates I should get ~17Mbps. It says I should be able to get this speed "Now". The lady I spoke to at tech support said that I will only be able to get this speeds "in a few months when the exchange is upgraded to fibre-optic cables". Which wasn't mentioned on the webiste...
At first she offered me a new router as my Voyager 2091 is 5 years old, but then said the couldn't since my speeds were in excess of 500kbps and claimed it wouldn't make any difference due to the exchange.
Anyway I got the following output from speedtester.bt.com:
Test1 comprises of two tests
1. Best Effort Test: -provides background information.
2. Upstream Test: -provides background information.
Download Speed
637 Kbps
0 Kbps
1000 Kbps
Max Achievable Speed
Download speedachieved during the test was - 637 Kbps
For your connection, the acceptable range of speedsis 400-1000 Kbps.
Additional Information:
Your DSL Connection Rate :1151 Kbps(DOWN-STREAM), 1155 Kbps(UP-STREAM)
IP Profile for your line is - 750 Kbps
The throughput of Best Efforts (BE) classes achieved during the test is - 9.65:22.76:67.67 (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.
Upload Speed
947 Kbps
0 Kbps
1155 Kbps
Max Achievable Speed
>Upload speed achieved during the test was - 947 Kbps
Additional Information:
Upstream Rate IP profile on your line is - 1155 Kbps
Can you advise if I am really limited to 750kbps until such time as the exchange is upgraded? In any case I am minded to switch to Plusnet who would at least give me a free new router along with slightly cheaper broadband...
LMK if I can provide any further helpful info. Thanks in advance.
Solved!
Go to Solution.

Plus here is the broadband line info from the Voyager Configuration Manager
Line Mode
ADSL2+
Line State
Show Time
Latency Type
Fast
Line Up Time
07:02:24:21
Line Coding
Trellis On
Line Up Count
3
Line Power State
L0
Statistics
Downstream
Upstream
Line Rate
1151 Kbps
1155 Kbps
Noise Margin
30.2 dB
6.6 dB
Line Attenuation
22.5 dB
9.1 dB
Output Power
0.0 dBm
11.8 dBm
MSGC (number in overhead channel data)
60
12
B (number of bytes in Mux Frame)
35
35
M (number of Mux Frames in FEC Frame)
1
1
T (Mux Frames over sync bytes)
1
4
R (number of check bytes in FEC Frame)
0
0
S (ratio of FEC over PMD Frame length)
0.9730
0.9897
L (number of bits in PMD Frame)
296
291
D (interleaver depth)
1
1
Super Frames
38212061
38212059
Super Frame Errors
5
0
RS Words
0
0
RS Correctable Errors
0
0
RS Uncorrectable Errors
0
0
HEC Errors
2
0
OCD Errors
0
0
LCD Errors
0
0
ES Errors
0
0

Slow broadband and customer service

Is there a number I can call that does not end up with an Idian on the other end.
Am sick of constantly calling about slow speed and being told am getting 8meg when I'm only geting 2 to 0.85 meg
I want an engineer to come out in the evening when the problems start, but cant seem to get past the dam call centre.

the CS is only number available there is no UK number
as pointed in september if you get an engineer visit and problem is on your side of the test socket then you will get a bill for £129.99 for the callout
you would be better posting the information previously requested and see if the forum members can help and failing that the forum mods
the information requested was
in order for the forum members to help please can you post the adsl stats from your router you may need to 'show detail' to get all stats (if hub enter 192.168.1.254 in your browser and navigate to adsl or if HH4/5 then go to troubleshooting then logs and you are looking for 2 line together when hub last connected to internet and they will show your connection speed and noise margin or if netgear enter 192.168.0.1). Then run btspeedtester (MAC users may have problems). when first test completes then run diagnostic test and post the results ( do not reset the router).
are you connected directly via a filter to the NTE5 master or test socket or to somewhere else? Is the master the only phone socket in your home?
Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal
Someone may then be able to offer help/assistance/suggestions to your problem
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Very Slow Broadband and Poor Customer Service

Hi,
Since April we have been having issues with our broadband line dropping the connection and terribly slow speed (around 0.4Mbs). We have had 3 engineer visits changing the master socket, home hub, filter and even work done out in the road. Each one has supposedly 'fixed' the problem, only for it to return to the very slow speeds within a week or so.
Our fourth engineer visit was booked for this morning, and the engineer failed to arrive. I received a phone call to say BT needed to re-arrange the appointment as the reason the engineer hadn't arrived was because BT had decided that it needed to be a 'multi services' engineer not a 'external' engineer.
I didn't even get an apology when I pointed out that I'd taken half a day off work to wait for the engineer when I could have been notified that the visit had been cancelled. Unfortunately we got cut off before I could re arrange the appointment so I called back, only to be told by the next person that in fact the reason the engineer hadn't attended was because of a BT OpenReach outage. After re-arranging the engineer visit I've now been sent 2 confirmation texts one to say they will be coming on Friday, one to say they will be coming on Monday. Hence another 10 minutes of my day calling to confirm when they would actually be attending.
I have also been incorrectly charged the £129.99 Engineer Home Improvement Charge as a result of the 2nd engineer visit due to an ‘admin error’. This was refunded to my account following 3 phone calls (one to ask why the money had been credited to my BT bill when I'd specifically asked for it to be returned to my bank account) but it caused me to go overdrawn in the process incurring bank charges.
I have raised 2 complaints, but no-one has contacted me concerning them (now 2 weeks and counting). When I finally lost it and called to cancel the contract I was told that as I was still in my minimum term I would have to pay £208 for the pleasure. My counter argument that for a total 3 months BT have not been providing the service we’re paying for seemed to fall on deaf ears.
I don't run a business, but I'm pretty sure this is not how to do it...
If anyone has any help/advice it would be greatly appreciated.

welcome to the BT community forum where customers help customers and only BT employees are the forum mods
in order for the forum members to help please can you post the adsl stats from your router you may need to 'show detail' to get all stats (if hub enter 192.168.1.254 in your browser and navigate to adsl or if HH4/5 then go to troubleshooting then logs and you are looking for 2 line together when hub last connected to internet and they will show your connection speed and noise margin or if netgear enter 192.168.0.1). Then run btspeedtester (MAC users may have problems). when first test completes then run diagnostic test and post the results ( do not reset the router).
are you connected directly via a filter to the NTE5 master or test socket or to somewhere else? Is the master the only phone socket in your home?
Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal
is there any exchnage problems listed http://usertools.plus.net/exchanges/mso.php
http://usertools.plus.net/exchanges/?
http://btbusiness.custhelp.com/app/service_status
http://bt.custhelp.com/app/answers/detail/a_id/15036
http://community.plus.net/exchange-information/
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’.

Slow broadband since 3 days

Hi, I got BT fot 1 year and everything was all right. But for 3 days now it's very slow.
Normaly I got 5m, now it's 300ko ! Stange thing : It was working at 3am this morning (5mega), but not anymore.
I tried to reset/restart the box, it still the same.

Not sure about it so here is a picture. It's what i'm using for 1 year
Here is what I did before the 2nd screenshot :
Step 1:- Ensure your computer is plugged into the broadband line to be tested.This speedtester will not work on iPads/Tablets,smartphones or other mobile devices.
Step 2:- Ensure your computer is directly connected to your modem/router via an Ethernet Connection (i.e. not via a wireless or powerline adapters).
Step 3:- Ensure that any wireless adaptor in your computer is switched off.
Step 4:- Close any programs that may be running on your computer.This in cludes any background programs such as anti-virus software (such as Norton McAfee, or NetProtect+) corporate VPN or Peer2Peer client.(Please ensure you re enable any anti-virus software after you have finished testing).
Step 5:-Reboot your modem/router by powering it off,waiting one minute,and then powering it up again.Wait for any lights on the modem router to stabilise before the starting the test.
Step 6:-Restart your browser.
Step 7:-Ensure that no other people or devices(eg. broadband-connected TV set-top box) are using the broadband line to be tested.

Slow broadband and connection trouble, crankling l...

Hello bt community,
Im writing about a problem my parents are having with their landline/broadband. Looking at some other threads i think this may have come up before. Firstly there is a lound crackling on the landline whilst the broadband router is on and when the landline is in use the broadband disconnects. Internet speed is incredibly slow. So after 6 months i decided enough was enough and today have changed the master phone socket, the broadband router and filter, and even got a new phone! I was pretty gutted to say the least when this did nothing to help the problem and even more baffled when an automated bt line check said everything was fine. Any advice would would be greatly appreciated as bt's system was down when i called them so they couldnt offer any assistance. Thanks in advance for your help guys.
p.s download speed is 0.3mb upload is 0.4mb

Hi steviek198 welcome to the forums,
The forums are customer to customer in the first instance, would you mind posting your Hub stats & BT speed test results this will help all with diagnosis-
To
post the full stats from your router
for home hub - 192.168.1.254
Navigate to ADSL Settings or use the A-Z at the top right
Click on More Details and then post the results.
Run BT speed tester and post the results from http://speedtester.bt.com/
If possible it would be best to connect to the BT master socket this will rule out any telephone/broadband extension wiring also consider the housing of the hub/router as anything electrical can cause problems as these are your responsibility, if these are found to be the case Openreach (engineer) will charge BT Broadband, which will be passed onto you,
around £130.00.
Noisy line! When making telephone calls, if so this is not good for your broadband, you can check-
Quite line test dial 17070 option 2 and listen - should hear nothing best done with old type analogue phone
digital (dect) will do but may have slight hiss If you hear noise- crackling pops etc, report it as a noisy line on your phone, don’t mention broadband, Bt Faults on 151.
Mortgage Advisor 2000-2008
Green Energy Advisor 2008-2010
Charity Health Care Provider Advisor 2010-
I'm alright Jack....

Incredibly slow broadband and fed up with call cen...

Hi all,
My broadband was fine up until a week or so ago but recently it's been crawling along at a snail's pace. I ran speedtest.net and got 0.36 mb/s up and down. Usually it's above 5.
I've gone through the BT Broadband "Wizard" which didn't help at all - I followed all the steps and it didn't change anything.
I then called the BT Call Centre... it was an ordeal and after the whole debarcle it still wasn't fixed! They called the house today and my dad answered and when they asked "is the internet working?" he said "yes" as... it was. Just REALLY slow (which he didn't realise).
I'm not using a BT router, I'm using a Belkin one and I've updated the drivers.
Any ideas?! I really don't want to call them again as it's so tedious and pointless!

I don't know what you mean by my adsl stats from my router. I assume you mean this information:
Internet Settings
   ADSL Status
Connected
   Data Rate Down/Up
573Kb/448Kb
   WAN MAC address
00-11-50-80-07-59
   Connection Type
PPPoA
   Subnet mask
255.0.0.0
   Wan IP
86.178.***.***
   Default gateway
217.32.147.0
   DNS Address
62.6.**.***
I went to that website. The first time it didn't get onto the user auth. The second time I got this:
...not sure what to do now...
   ADSL Status
Connected
   Data Rate Down/Up
573Kb/448Kb
   WAN MAC address
00-11-50-80-07-59
   Connection Type
PPPoA
   Subnet mask
255.0.0.0
   Wan IP
86.178.180.141
   Default gateway
217.32.147.0
   DNS Address
62.6.40.178

Slow broadband and loads of errors

Hi new to the forum but would like some advice.
I have to seperate bt lines with broadband on both one is at 6meg and the other is between 2 and 3 meg download speeds.
9 days ago there was a major cable fault in the area and we lost phone and broadband on one of the lines... fault was cleared and all seemed ok.
however my router seems to have millions of FEC events and I have had to restart it as connection dropped.
here are the stats from my home hub any help or advice please.. Ps we are in rural area and have overhead lines to property

the FEC's show interleaving is working and nothing to worry about however the other errors signify a line noise problem
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
if using a hub 4 locate these lines located in the hub logs
Lines should look like this
19:11:29, 07 Nov. (2290101.460000) DSL noise margin: 7.00 dB upstream, 6.10 dB downstream
19:11:29, 07 Nov. (2290101.390000) DSL line rate: 448 Kbps upstream, 288 Kbps downstream
Thank You
This is a customer to customer self help forum the only BT presence here are the forum moderators
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’

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’.

Slow Broadband and Landline Not Working

I recently moved into a new property (last November) and although the connection is often intermittant, the speed was great and way above what I was expecting (up to 18Mbps down).
We had some torrentially bad weather recently, and our line speed has dropped down to around 2Mbps down, and along with that our landline has stopped working. I get no dial tone, even plugged into the test socket (tried with and without the ADSL filter), when I call the landline from my mobile it rings and rings on my mobile, but no sound from the landline. Could this be related to the weather, or am I making a connection where there may be none?
Also does the fact I don't get a dial tone in the test socket mean it is likely a problem with the line outside of the property? And could whatever is causing the loss of landline also cause the drop in broadband speed? I have contacted BT a few times, the first time they suggested new ASDL filters, which I've attached with no luck, and they've now told me they'll send out engineers (at some point).
ADSL line status and connection information below in case anyone can spot anything out of the ordinary. If there is anything else I can provide to help just let me know!
ADSL Line Status
Connection Information
Line state:
Connected
Connection time:
0 days, 00:31:28
Downstream:
2.602 Mbps
Upstream:
265.6 Kbps
ADSL Settings
VPI/VCI:
0/38
Type:
PPPoA
Modulation:
G.992.5 Annex A
Latency type:
Interleaved
Noise margin (Down/Up):
6.0 dB / 5.1 dB
Line attenuation (Down/Up):
45.6 dB / 48.7 dB
Output power (Down/Up):
20.0 dBm / 12.1 dBm
FEC Events (Down/Up):
7098 / 3
CRC Events (Down/Up):
2 / 32
Loss of Framing (Local/Remote):
0 / 0
Loss of Signal (Local/Remote):
0 / 0
Loss of Power (Local/Remote):
0 / 0
HEC Events (Down/Up):
36 / 7
Error Seconds (Local/Remote):
2 / 0

broadband can work with only 1 of the 2 wires conected but usually very slowly - just like yours
your attenuation up is greater than the down attenuation whereas normal is about half the down attenuation and with your current down attenuation you will never get 18mb more like 8mb
need to report fault asap or use the link
phone faults
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’.

Slow broadband and line dropping

Please help! I have now had several bt engineers at my house checking my line issues all to a man say I have no real issues and should be able to obtain at least 6mb, on leaving they manage to get me to about 3 - 4 mb, and all is good, then over the course of the following week, it always drops back to the normal 1.2mb complete with line dropping, now surly this is being wound back at source my question is why?

Hi John46
Here are my settings I hope this helps I did the quiet line test and all seems fine on that front,
I have home hub 3 and my line speed was 0.9 Kbps @ download,
Basically I'm back to where I started pre engineer visit (very annoying) as this is the third time,
Thanks in advance.
ADSL Line Status
Connection information
Line state:
Connected
Connection time:
0 day, 00:00:10
Downstream:
1,150 Kbps
Upstream:
454 Kbps
ADSL settings
VPI/VCI:
0/38
Type:
PPPoA
Modulation:
G.992.5 Annex A
Latency type:
Interleaved
Noise margin (Down/Up):
6.4 dB / 6.0 dB
Line attenuation (Down/Up):
54.0 dB / 33.2 dB
Output power (Down/Up):
0.0 dBm / 12.6 dBm
FEC Events (Down/Up):
0 / 0
CRC Events (Down/Up):
0 / 0
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):
37 / 0
Error Seconds (Local/Remote):
0 / 0

Very slow broadband and frequent disconnects

Hi
I have been a new BT customer since April 2013 after moving to rural Scotland. They gave estimated speeds as 8Mb download and 2Mb upload which I was happy with considering location. For about 3 months those were the speeds we were getting until a phone fault which was traced to a loose copper wire at the exchange.
An engineer was sent, the fault repaired and things returned to normal for around 2 weeks until the router disconnected and since then despite untold hours on the phone to BT support, 3 routers and 2 engineers later, the issue remains unresolved. I'm at my wits end now and hope someone on here can help. We do have an Openreach engineer in the village but he takes cables out and doesn't have access to all the test equipment.
Here are my router stats:
ADSL Line Status
Connection Information
Line state: Connected
Connection time: 0 days, 07:59:12
Downstream: 4.063 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): 8.5 dB / 17.0 dB
Line attenuation (Down/Up): 10.1 dB / 3.5 dB
Output power (Down/Up): 13.9 dBm / 12.3 dBm
FEC Events (Down/Up): 59064 / 0
CRC Events (Down/Up): 1 / 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): 0 / 0
Error Seconds (Local/Remote): 1 / 0
Btw, that download speed has been 8Mb all the time we've had the router installed but from yesterday which was really bad for disconnects (and you can see it has been off again in the night) it's now suddenly 4Mb.

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 run btspeedtester (MAC users may have problems). when first test completes then run diagnostic test and post the results ( do not reset the router).
are you connected directly via a filter to the NTE5 master or test socket or to somewhere else? Is the master the only phone socket in your home?
Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal
Someone may then be able to offer help/assistance/suggestions to your problem
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Re: "We can't Verify Your Information" 10 Day Waiting Period?

I have the exact same issue with my bestbuy.com account that happened Saturday morning when trying to place some additional orders for the black friday/saturday sales. I am an elite plus member and frequently have issues ordering. This time it wasnt a matter of my bestbuy store card having the invalid CVC code issue (which happens all the time). I could talk for hours on how many times I have called bestbuy.com/citibank cc services/citibank cc fraud department and back and forth (2-3 hour conversations sometimes). It all ends up being the blame game. I was told I have a case opened for this issue that I later received a generic email saying it was my problem and to verify my information matches my billing information (even though I told them I tried 3-4 credit cards on the website to order) and I was told by a BB.com rep that I could try 10 cards and they will cancel every order due to this verification problem. I need someone to forward my concern to BB back office team that can address this issue. Thanks.

Hello cougs57,
I’m all for getting a great deal on something that I’d already be purchasing, especially if I can order it online and have it delivered right to my front door. It’s disappointing to hear your orders are cancelling without a concrete answer as to why though. It sounds like you’ve tried everything you possibly can to make sure your order processed, so I apologize if we were less than helpful when you called us for assistance.
After reviewing your online order history, I believe I know what the problem might be. Just to be sure though, please know I’m partnering with one of our internal support teams to see if we might be able to provide you with some concrete information. I hope to have some answers for you within the next couple of business days, and I’ll be sure to contact you once more information becomes available.
Thank you for your patience,

Slow broadband and 10 day wait period

Similar Messages

Maybe you are looking for