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

Similar Messages

Slow broadband, and keeps dropping out

I've done all the recommended things: unplugged, reset, downloaded and run McAfee scans. Checked the lines via BT website, they say there are no problems in my area and that my lines are fine. I've checked on multiple computers, Lan and wifi, same problem.
Noise on phone line.
My hub is a 4.0, type A

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 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).
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
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
can you enter your phone number and post results remember to delete number https://www.btwholesale.com/includes/adsl/main.html
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 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

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 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

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 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’.

Slow broadband since line fault fixed

Good Afternoon,
A few weeks ago my Broadband dropped out completely which was due to a line fault which has since been repaired. Prior to the line fault I had a connection / download speed close to 1.8Mbps.
Since the fault has been 'repaired' I have struggled to keep a stable connection, the Broadband drops out randomly and is also much slower (almost unbearably slow). I have done all the home help checks etc. and having read many posts on this forum I have concluded that part of the problem may be my Noise margins.
I have not reset my router for several days and have had a connection for over three days now.
Here are the stats from my router and results of the BT Speed test:
ADSL Line Status
Connection Information
Line state:
Connected
Connection time:
3 days, 03:24:38
Downstream:
576 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):
8.2 dB / 18.0 dB
Line attenuation (Down/Up):
61.1 dB / 31.5 dB
Output power (Down/Up):
16.3 dBm / 12.2 dBm
FEC Events (Down/Up):
420072 / 382
CRC Events (Down/Up):
676 / 85
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):
1566 / 45
Error Seconds (Local/Remote):
592 / 238
Speed test results:
Download Speed (Mbps): 0.50
Upload Speed (Mbps): 0.32
Ping Latency (ms): 52.75
To reiterate - nothing in my setup has changed and I haven't done anything that could have caused the problems. The problems have been since the line fault (which I reported as a fault and have had closed out) was repaired.
I will contact the mods for help and see if they can do anything.
Solved!
Go to Solution.

Ok, couple of things,
Roger, did the quiet line test - no problems.
John,
I went to check the wiring and found (as I suspected) that both the socket where I plug the router in and the phone extension are hard wired into the faceplate front of the socket that plugs into the test socket - if that makes sense. It assume it shouldn't make any difference though. All my problems have been since the line fault that BT traced and fixed, not problems with my internal wiring. As mentioned previously, my connection and speeds have been fine until the outside fault.
So in checking this, I disconnected my router :-(
It has reconnected and I will post the stats and test results below. What is going on? My connection rate has leapt up to 1.18Mbps but download rate is still poor.
Connection Information
Line state:
Connected
Connection time:
0 days, 00:01:17
Downstream:
1.156 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):
7.7 dB / 19.0 dB
Line attenuation (Down/Up):
61.0 dB / 31.5 dB
Output power (Down/Up):
17.4 dBm / 12.2 dBm
FEC Events (Down/Up):
28 / 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
HEC Events (Down/Up):
0 / 0
Error Seconds (Local/Remote):
600 / 239
Speed tester results:
Download speed achieved during the test was - 0.37
Mbps
For your connection, the acceptable range of speeds is 0.05 Mbps-0.5 Mbps.
Additional
Information:
Your DSL Connection Rate :1.18 Mbps(DOWN-STREAM),
0.45 Mbps(UP-STREAM)
IP Profile for your line is - 0.5 Mbps

Slow broadband since line upgraded

My boradband speed seems to have slowed. For example I can no longer use BBC iPlayer on my Smart TV or PVR. It may be an amazing coincidence, but it seems the speed went slower at around the time BT sent me an email telling me that they had upgraded my line (13th December 2011). The email said to give it a 10 days to settle, but after 2 months it does not seem to have improved.
BT Speed test say I am getting 1.7Mbps out of 2.3Mbps but it feels slower. uSwitch are showing me as the slowest boradband connection of any house in my street at 1.4Mbps download / 0.3 upload. My Neighbours are apparently getting 2Mbps to 3.1Mbps via BT (and over 5Mbps from other suppliers).
Here are the details from my BT broadband router in case they help...
ADSL line status
Connection information
Line state            Connected
Connection time              1 day, 3:22:33
Downstream      1,728 Kbps
Upstream            344 Kbps
ADSL settings
VPI/VCI                0/38
Type      PPPoA
Modulation        ITU-T G.992.3
Latency type      Interleaved
Noise margin (Down/Up)             5.8 dB / 5.0 dB
Line attenuation (Down/Up)      52.5 dB / 25.4 dB
Output power (Down/Up)           0.0 dBm / 12.9 dBm
Loss of Framing (Local) 41
Loss of Signal (Local)       4
Loss of Power (Local)     0
FEC Errors (Down/Up)   0 / 4294967282
CRC Errors (Down/Up)   3908 / N/A
HEC Errors (Down/Up)   N/A / 10
Error Seconds (Local)      12274
Do you think this a problem with my connection or my local equipment?
cheers,
John

Thanks for speedy replies. Your assistance is appreciated and have followed the links and read the advice as best I could.
I plugged laptop directly into home hub (with Cat5) and did speed test and got the results below. This seems slower than I would have expected, but would value other peoples judgement.
1. Best Effort Test: -provides background information.
Download Speed
1.51 Mbps
0 Kbps
2 Mbps Max Achievable Speed
Download speed achieved during the test was - 1.51 Mbps For your connection, the acceptable range of speeds is 800 Kbps-2 Mbps. IP Profile for your line is - 1.52 Mbps
2. Upstream Test: -provides background information.
Upload Speed
304 Kbps
0 Kbps
832 Kbps Max Achievable Speed
Upload speed achieved during the test was - 304Kbps Additional Information: Upstream Rate IP profile on your line is - 832 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.
Then I did a “quite line test” and heard only the faintest hints of noise.
Then I plugged home hub into the master socket, and did repeat “quite line test” and again heard very similar low levels of noise. Then I got the ADSL info from hub again, with following results:
ADSL line status
Connection information
Line state
Connected
Connection time
0 days, 0:06:52
Downstream
2,019 Kbps
Upstream
376 Kbps
ADSL settings
VPI/VCI
0/38
Type
PPPoA
Modulation
ITU-T G.992.3
Latency type
Interleaved
Noise margin (Down/Up)
6.3 dB / 6.0 dB
Line attenuation (Down/Up)
54.0 dB / 25.5 dB
Output power (Down/Up)
0.0 dBm / 12.9 dBm
Loss of Framing (Local)
52
Loss of Signal (Local)
5
Loss of Power (Local)
0
FEC Errors (Down/Up)
0 / 54
CRC Errors (Down/Up)
0 / N/A
HEC Errors (Down/Up)
N/A / 29
Error Seconds (Local)
12434
Even I can spot that this is different. Although I am not 100% sure what all the differences means, the Noise Margin is now better (6dB+). If understand what I have read this is good/OK. Given this I repeated the speed test (an hour after first one), with following results:
1. Best Effort Test: -provides background information.
Download Speed
1.76 Mbps
0 Kbps
2 Mbps Max Achievable Speed
Download speed achieved during the test was - 1.76 Mbps For your connection, the acceptable range of speeds is 800 Kbps-2 Mbps. IP Profile for your line is - 1.78 Mbps
2. Upstream Test: -provides background information.
Upload Speed
286 Kbps
0 Kbps
832 Kbps Max Achievable Speed
Upload speed achieved during the test was - 286Kbps Additional Information: Upstream Rate IP profile on your line is - 832 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.
I then carried on with some sort of QoS testing it offered and got the following:
1. Assured Rate Test: -provides background information.
Download Speed
1.85 Mbps
0 Kbps
0 Kbps Max Achievable Speed
Download speed achieved during the test was - 1.85 Mbps For your connection, the acceptable range of speeds is 0 Kbps-0 Kbps . Additional Information: Assured Rate IP profile on your line is - 0 Kbps
We were unable to identify any performance problem with your service at this time.
Given the above, it looks to me that some part of the problem is the internal phone wiring / noise beyond the master socket. Is that how others read this?
I also think that even going to the master socket I am still getting relatively slow download speeds compared to neighbour on the same exchange – and so that needs investigating too.
Cheers,
John

Slow broadband speed/connection dropping.

Hi, I discovered yesterday that my Hub was unable to connect to broadband, this was around 5pm, at around 7-8pm, the hub was then able to connect to broadband, but with painfully slow speeds, (under 1Mbps download). Connection ha not been any better today and regularly cuts out before reconnecting. Until around 5pm the broadband cut out completely, and did not reconnect. Much like yesterday's problem. It can't be a line fault without our house as the phone works fine, and the broadband was reaching 7Mbps downloads before Wednesday. It's as if BT have come out and downgraded the line. Infact, I'm writing this message using a BT Openzone hotspot from another router in my street, which is capable of 3Mbps download speeds, much faster than what my Hub is able to manage.
Obviously can't give ADSL stats as there is no connection to the Broadband.
Any ideas as to what the problem might be, and how to solve it?

Hi Welcome to the forums
Here are some help pages done by CL Keith http://www.btinternet.com/~cbeddoe/wireless/hub3_wireless.html
If you post the full stats from your router
For homehub – type 192.168.1.254 into your browser
Navigate to ADSL Settings or use the A-Z at the top right of the home page and scroll down to ADSL Settings and click on it
Click on More Details and then post the full results.
also post the full results from http://speedtester.bt.com/
Have you tried connecting to the test socket at the rear of the master socket
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
also you could try the hints given by poster RogerB in this link they may help http://community.bt.com/t5/BB-in-Home/Poor-Broadband-speed/m-p/14217#M8397
Then someone here may be able to help and offer more advice.
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’

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.
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Slow Broadband after line fault

Hi,
I really hope i can some advice on here! I've been connected for over 18 months - never had a problem, brilliant BB speed (for my area) and was a happy customer. A fortnight ago my BB connection cut out suddenly but the phone was working ok. So I called 151 and did all the checks to make sure it wasn't my equipment and the line test eventually showed there was a line fault. I was told it would be fixed in due course which was fine.
4 days later the steady blue BB light came back on on my hub (after flashing purple/orange for at least an hour) and since then my speed has been so bad it feels like I'm back on dial up! Downloading is impossible, the connection drops at least 3 times a day and the BB light on my hub goes back to the orange/purple light for long spells.
Everytime I phone the fault line I get told that my line tests OK to wait untill my line 'settles in' again after having the fault. I've left it for over a week now and there has been no improvement at all - My router has been plugged into the test socket directly for the last 48 hours too but that made no change.. I'm sick fed up of being told to 'wait a while' by the indian fault team! I'm hoping for some advice on the state of the line from you guys - is it worth calling back the fault team (again!) and pushing for an engineer call out?
I've done the noise test on 1707070 on a corded phone and there was a few crackles when i tried it the first time - second time seemed ok though.
I've got a Home Hub 3.
The first BT speed test I did came back saying they could not carry out my speed test as the line was slow and it diverted me to another website where I got these results:
Download Speed (Mbps): 0.07
Upload Speed (Mbps): 0.35
Ping Latency(ms): 82.38
ADSL Line Status
Connection information
Line state:
Connected
Connection time:
0 day, 01:21:52
Downstream:
8,128 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):
12.9 dB / 25.0 dB
Line attenuation (Down/Up):
5.0 dB / 3.5 dB
Output power (Down/Up):
11.8 dBm / 12.0 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):
0 / 0
Error Seconds (Local/Remote):
0 / 0
My Exchange is only about 400m away.
Any information would be much appriciated (and sorry for the long post!)

Results are:
Download Speed (Mbps): 0.09
Upload Speed (Mbps): 0.35
Ping Latency (ms): 62.50
Diagnostic test:
1. Best Effort Test: -provides background information.
Download Speed
0.09 Mbps
0 Mbps
0.25 Mbps
Max Achievable Speed
Download speedachieved during the test was - 0.09 Mbps
For your connection, the acceptable range of speeds is 0.05 Mbps-0.25 Mbps.
Additional Information:
Your DSL Connection Rate :8.13 Mbps(DOWN-STREAM), 0.45 Mbps(UP-STREAM)
IP Profile for your line is - 0.14 Mbps

Slow Broadband after line fault fixed

Hi,
After a fault was fixed on the line two weeks ago Broadband speed has been incredibly slow - 32kBs at the most (previously it was around 400kBs)
After replacing the microfilter, resetting the router, plugging directly into the test socket I just left it alone but have seen no improvement.
Tried the quiet line test and all seems fine.
Looks like the router disconnected at least once, otherwise the connection time should be longer
Stats today...
Line state:
Connected
Connection time:
3 days, 22:43:33
Downstream:
287.1 Kbps
Upstream:
1.088 Mbps
ADSL Settings
VPI/VCI:
0/38
Type:
PPPoA
Modulation:
G.992.5 Annex A
Latency type:
Interleaved
Noise margin (Down/Up):
10.9 dB / 4.9 dB
Line attenuation (Down/Up):
44.2 dB / 28.1 dB
Output power (Down/Up):
17.6 dBm / 12.7 dBm
FEC Events (Down/Up):
134945 / 6918
CRC Events (Down/Up):
0 / 341
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 / 246
Error Seconds (Local/Remote):
0 / 211
Any suggestions would be appreciated
Also I saved the stats from the 29th Sept, the day after the line was fixed if they are any use, much the same except Noise Margin was 14.9 dB / 10.6 dB
Solved!
Go to Solution.

Hi,
Yesterday mods replied that there was indeed still a fault (didn't specify what) and they were looking into it.
This morning broadband was back and faster than ever
Thanks to all involved
My current stats, in case anyone's interested...
Line state:
Connected
Connection time:
0 days, 13:14:59
Downstream:
5.615 Mbps
Upstream:
1.04 Mbps
ADSL Settings
VPI/VCI:
0/38
Type:
PPPoA
Modulation:
G.992.5 Annex A
Latency type:
Interleaved
Noise margin (Down/Up):
9.6 dB / 5.7 dB
Line attenuation (Down/Up):
44.2 dB / 28.1 dB
Output power (Down/Up):
19.8 dBm / 12.7 dBm
FEC Events (Down/Up):
379372 / 686
CRC Events (Down/Up):
471 / 60
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):
6422 / 41
Error Seconds (Local/Remote):
277 / 169

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
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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
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Slow broadband and line dropping

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