Slow Broadband - How Do I Complain To Ofcom?

Broadband has been slow for over a month now and it seemed to happen the same time the whole area had a power cut. I’m only 700m from the exchange so I assume it was out as well. Up till then have had very good speeds but since the start of September speeds have been at or below 300Kbps with upload around 700Kbps.
I raised an incident 6/9/10 received a call and guy agreed there was something wrong told to carry out speed test via master socket. Done this a few times also used different router, cables and filters still the same. Emailed back the fault number to say it was still not working – no response. Raised another incident 27/9/10 with no response to date? Is this normal.
I phoned and got call centre who said he would hang up and test the line. Call centre phoned me back after about an hour to say line was OK and then went down the blurb of speeds depended on ………and check equipment. I asked if I could get MAC code as I was totally fed up but this would cost £50 as I’m in contract till December.
How do I get some action or can I go to Ofcom as BT are providing the service. Can I pay for an engineer to come out and once the find fault is no on my side will I get a refund for the call out?

Thanks for replies. Below are some test results all carried out via BT test socket.
Line state
Connected
Connection time
0 days, 0:07:28
Downstream
572 Kbps
Upstream
1,080 Kbps
VPI/VCI
0/38
Type
PPPoA
Modulation
ITU-T G.992.5
Latency type
Interleave
Noise margin (Down/Up)
34.6 dB / 9.1 dB
Line attenuation (Down/Up)
11.5 dB / 5.7 dB
Output power (Down/Up)
0.0 dBm / 12.3 dBm
Loss of Framing (Local)
0
Loss of Signal (Local)
0
Loss of Power (Local)
0
FEC Errors (Down/Up)
0 / 0
CRC Errors (Down/Up)
0 / 2147480001
HEC Errors (Down/Up)
0 / 0
Error Seconds (Local)
0
and test from BT speedtest
Download speedachieved during the test was - 236 Kbps
For your connection, the acceptable range of speedsis 100-500 Kbps.
Additional Information:
Your DSL Connection Rate :572 Kbps(DOWN-STREAM), 1080 Kbps(UP-STREAM)
IP Profile for your line is - 350 Kbps
The throughput of Best Efforts (BE) classes achieved during the test is - (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 achieved during the test was - 851 Kbps
Additional Information:
Upstream Rate IP profile on your line is - 1080 Kbps
Regards k

Similar Messages

From the old forum.... Slow broadband speeds in th...

FROM THE OLD FORUM Original post by John Jorgensen...
Slow broadband speeds in the evening all of a sudden
Posted: Jan 22, 2010 9:17 AM
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Hi,
I have had bt broadband opt3 for almost 3 months now and have always had a healthy 9mb+ connection, however have noticed it being very slow in the evening when I come home from work, I checked the speed last nite as iplayer was constantly freezing and was getting 1mb . A bit upset by this as I got bt broadband to play my ps3 online and to get faster speeds on my laptop, and I use these services mostly at nite.
I checked my speed this morning and was getting 11mb, is this normal or am I being capped I cant believe Id be going over my download limit. Can someone from bt get back to me on this?
Thanks
John
alison griffiths
Posts: 54
Registered: 11/3/09
   Re: Slow broadband speeds in the evening all of a sudden
Posted: Jan 22, 2010 11:22 AM   in response to: John Jorgensen in response to: John Jorgensen
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Welcome to the world of BT , the tv advert when he says " business slow" when trying to load a webpage is not other companies thats BT.
John Jorgensen
Posts: 2
Registered: 9/2/09
   Re: Slow broadband speeds in the evening all of a sudden
Posted: Jan 22, 2010 12:11 PM   in response to: alison griffiths in response to: alison griffiths
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Yes Alison, I think I can see that now. I wouldnt mind if broadband was a bit slower at peak times, I know thats normal, but when I'm only getting 1mb when my max is 14mb, I just dont feel I'm getting what I pay for. And when it gets to the point where I cant watch iplayer without it stuttering everywhere and online games lagging on the ps3, this is certainly not what I'm paying for.
I was hoping one of the mods here would help me and check my line and see if there is any cap on the line and get it removed.
I really dont wanna phone India, I deal with them 5 days a week as is...
Think I will just send one of the mods an email to check my line and see if it is being capped or if somethings wrong.
anthony dickerson
Posts: 72
Registered: 4/26/07
   Re: Slow broadband speeds in the evening all of a sudden
Posted: Jan 22, 2010 3:52 PM   in response to: John Jorgensen in response to: John Jorgensen
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You will never get decent speeds on Iplayer,
BT limit it because they want you to subscribe to their precious BT Vision service.
The only way you are guaranteed to get decent speeds on BT is to subscibe to BT Vision and also unlimited broadband.
Then you will get priority when you stream TV at your exchange unlike fighting it out with all the other broadband users as you currently are for the available bandwith.the more over subscribed your local exchange the worse it is
Paddy B Mod
Posts: 199
Registered: 10/13/08
   Slow broadband speeds in the evening all of a sudden
Posted: Jan 23, 2010 2:04 PM   in response to: anthony dickerson in response to: anthony dickerson
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Hi John,
I can take a look at the network side of things for you, to see if there is anything I can do to help improve your speed during peak periods. Please could you drop me an email with your BT account details? Please also include a link to this thread. It would also be very helpful if you could run a few speed tests using www.speedtester.bt.com when you feel your Broadband is running slow. I can then check those results from here.
Thanks
Paddy
BT Forum Moderator - [email protected] - if you're emailing please include a link to your thread so I can reference back to it.
Mateusz Sokolin...
Posts: 2
Registered: 10/11/08
   Re: Slow broadband speeds in the evening all of a sudden
Posted: Jan 24, 2010 7:33 PM   in response to: John Jorgensen in response to: John Jorgensen
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Well John i'll tell you what it is...
First of all welcome to BT and I hope you'll enjoy 18months of pain and suffer.
OK here it goes....
If you look at your contract, find a rule that says Fair Usage Policy.
Basically it states that BT will cap anyone that is abusing their lines.
However, it does not say what are the limits after which you are going to be capped for how long and at what times. (I'll come back to this later and explain)
If you ring 08007076044 I'm sure that someone will confirm my theory. As constant 1MBit between 6PM till 11/12 PM is actually FUP applied on to your account.
Ok time to explain my frustration about FUP.
Since I signed my contract with "lovely" BT for constant 4 months I had similar issue but it took me even longer to find out what is going on and how to deal with this problem (thanks to google).
FUP team states that if you exceed 100GB in a month (everyone will admit that these days 100GB is nothing when a single game for PS3/XBox360/PC sometimes is more than 5GB and 1080p film is about 12GB) will cap you for a month at peak times to outstanding and superfast 1Mbit (about 130-150KB/s).
I'be been watching my download and for few months never exceeded that 100GB in a month. Been ringing FUP team to verify when suddenly they told me that from (cant remember exactly) March FUP will apply only to accounts that are using Torrents and other P2P.
you won't believe how happy I was hearing that.... So i've started to download and next month guess what.... 1Mbit connection.
Really mad rang FUP team and asked them what on earth is going on. They confirmed that its only P2P and I've explained them that I only use Youtube, BBC iPlayer, Rapidshare, Steam and XBox Live, Beatport (just don't understand how ppl can use torrents and other P2P as they are just way to slow). So they were happy to take the cap off my broadband connection.
Next month same issue solved exactly the same way.
After that for consecutive few months I had no problem whatsoever until September where FUP Team said that there is no such thing and FUP applies to everyone.
So just want to say that BT is rubbish that can't keep their word.
I went to one of the sales advisor in the shopping centre and asked him how FUP works as it does not say in the contract "how, when, who and what".
So he said that policy is applied based on amount of files downloaded within that 100GB. So if I download e.g. 3x 50GB (although its 150GB altogether) files I wont be affected but 100x 1GB will put a cap on me.
I've been so curious if what he said was right and started to download 2x 60GB and guess what... Got frigging FUP placed on my account!!!.
I've got 2months left with them and will be extremely happy to cancel my contract, moreover, I will do everything in my power to sue them under EU Consumer Rights Law (that states that contract should be clear and fair to both sides) as Fair Usage Policy is one of those things that allows BT to do anything they want to their customers;
1. No clear explanation of what FUP is.
2. Does not states the amount of downloaded data required to have cap on the acount
3. Does not states for how long it will be applied
4. Does not states when it will be applied
If you look at e.g. Virgin Broadband everything is clearly written in nice and understandable way. It warns you at what times FUP will be applied under what circumstances and for how long. Isn't it what we all want to know??
Alex Owen
Posts: 3
Registered: 12/13/09
   Re: Slow broadband speeds in the evening all of a sudden
Posted: Jan 24, 2010 9:35 PM   in response to: Mateusz Sokolin... in response to: Mateusz Sokolin...
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@Mateusz I think I maybe a victim of this outragous stint BT have done. I have 2 XBOX 360's running on XBOX Live, 2 Desktop PCs connected to the web constantly, and 3 laptops, we have a torrent sharing running and World Of Warcraft on one of the PCs. All of this is shared across a 6 person family. How can a family where two members goto to college and university do their college ork, download application such as VB.net do their coursework and revise without the hassle of a **** connection. Seriously BT get your ******* head outta your **** and stop this ********, we are customers, we pay for what we are offered. When I signed up several years ago I could download everything on the net woithout infracions on my line being set in motion. You altered my contract without telling me. You will lose custom from this. Also you have ****** my wireless
Edited by: Alex Owen on Jan 24, 2010 9:36 PM
amanda jones
Posts: 33
Registered: 1/8/10
   Re: Slow broadband speeds in the evening all of a sudden
Posted: Jan 25, 2010 8:42 PM   in response to: Alex Owen in response to: Alex Owen
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You lot are lucky, We wish we could be capped to 1mbit. Our IP profile is capped to 500kbit because BT say the line isn't good enough for anything more. We are paying for option3 up to 8mbit and BT have said we must continue to pay for it for the remainder of the contract, or buy ourselves out of it early, the reason they give.... Up to 8mbit means up to 8mbit. If you dont get 8mbit then TOUGH LUCK SUCKERS!!
The outcome? We feel like we've been turned over by a dodgey second hand car salesman called BT. The internet deal he flogged us was a dog, a ringer, it wasn't cosher and certainly had a false MOT certificate.
Computer Geek
Posts: 429
Registered: 7/22/05
   Re: Slow broadband speeds in the evening all of a sudden
Posted: Jan 25, 2010 8:49 PM   in response to: amanda jones in response to: amanda jones
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Hi Amanda,
Why have you joined BT Option 3 when you can not get what BT can offer?
No pun intended but you are a bit of a sucker for paying high prices where other suppliers are cheaper and can provide what your line can support.
CG
amanda jones
Posts: 33
Registered: 1/8/10
   Re: Slow broadband speeds in the evening all of a sudden
Posted: Jan 26, 2010 9:13 PM   in response to: Computer Geek in response to: Computer Geek
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we moved house last october to this one, the connection was rubbish from the get-go, BT said the router was broken and we needed a new one, we said OK. That "OK" meant that we had entered into a new contract for option 3 same as out old one. The router wasn't broken, the new one didnt fix or improve the problem, we have since asked for a price reduction or compensation and been told "no". we are in contract and can pay to buy ourselves out of it if we like but otherwise we have to pay for option 3 and recieve fixed rate 500kb.
Clare Thurston
Posts: 4
Registered: 10/17/06
   Re: Slow broadband speeds in the evening all of a sudden
Posted: Jan 27, 2010 11:57 AM   in response to: amanda jones in response to: amanda jones
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Hi Amanda,
I think you'll find that the Hold To Term rules have changed. BT are now unable to charge you for the account if you no longer require it. It is against OFCOM's rulings for a company to make more money out of you as a leaving customer than an existing one. However, You will need to pay for the connection charge (if that has not expired it's original differed contract) which is £40. A cancellation fee of £25 if you are simply cancelling and not migrating using a MAC key and for any hardware. The Routers are advertised at £88 and i would suggest that if they believed on to be faulty then that would be replaced under guarantee and not be put on a differed basis. I would check exactly what they say the are charging you and query this through OFCOM. http://www.ofcom.org.uk/

Months of impecable service form BT as an option 3 customer. (I've even recommended BT to people)
but
For the past 2 weeks peak traffic has murdered my connection.
I can get 14mbit off peak, and it used to drop to about 7-9 at peak times.
Now its down to 1-2mbit at peak times. (no i haven't breached FUP as I check my btinternet inbox for the 80GB warning)
I think its resonable to experience drop off but 90%!!!
BT advertising says fast speeds at peak times. less than 2mbit is not fast. (that the governments minimum standard!!!)
I don't know how to procede because when I'm experiencing these issues if I ring up I will end up waiting so long to speak to someone (because its peak time) the concection wiill be better again.
I can think of no recourse other than to approach trading standards...
Guarnetee me 5mbit at peak times (enough to stream HD iplayer) and I'd be happy
That is what BT vision customers are in essence are getting + what ever their PC is using.
Fair usage? what about Fair Supply.

Re: Slow Broadband Speed

I am having the same type of problems I just joined BT from another provider as they have cut my broadband speed in more than half since July the 1st 2012 I live in a small Welsh Vallley called Gilfach Goch. I have two seperate internet lines into this house one with BT and one with Sky they have both has their speed cut by more than half I spoke with a BT engineer at the local exchange today who told me that BT know that there are severe Broadband problems here in Gilfach but that the BT management is refusing to allow engineer's to track and repair the fault. So all I can say is that unless BT does it's job and repairs the fault in this area I will not pay them for such a extremely poor levell of service and I would also suggest that people start complaining to Ofcom about the service issues as I most certainly will be.

As you can see from above the BT Mods do not appear to like the truth being told about how bad BT service is in essence you must not say anything bad about BT. I can honestly say that I do not suffer from the rose tinted spectacles of the Mods myself as someone else has pointed out that BT make you sign an 18 month contract in advance I will point out now that BT if they are providing less than the service that you agreed to and were receiving prior to signing said contract will be in breach of their own terms and conditions and they are also liable under the Goods and Services act which states that a company must provide the agreed to service in a reasonable time frame and with due care. If this is not the case then they potentially face a claims for damages against them and they would have to explain their lack of services in a open court room you can file these types of claims using the Money claim online service should the individual choose to do so and you would of course have to be prepared to argue your case and pay the required fees. As I have already been informed that BT knows about the problems here in Gilfach and is not willing to do the required repairs to deal with the loss of services this clearly puts them in a breach of contract situation and potentially liable for said damages as well as a fomal complaint to the Telephone regulator ofcom finally it is up to the individuals own choice as to what course of action they choose to take whether they wish to continue paying for poor service or trying to deal with it the facts around here speak for themselves.

Complaining to Ofcom and demanding compensation fr...

Where to begin with this catalogue of incompetence from BT?
I placed an order for a new telephone line and broadband for the new house I was moving in to. The order was placed on May 17 with a wait for connection until June 1. The new house had an existing line (actual physical line from the exchange but no live connection). Upon placing my order, BT notified my neighbour they would be disconnecting their line in order to connect mine. Somehow BT got our addresses mixed up. When I informed BT of their error, I was told the only way to fix the error was to cancel my order and start again. I did this on the phone under the advice and guidance of an advisor on May 23, and was then given a new activation date of June 15. Not overly happy I had to wait 4 weeks from the date of my original order to get connected, I repeatedly called BT asking if any earlier slots for the engineer to visit my house were available.....I was told no.
However, 4 days before my appointment with the engineer, another engineer arrived at my house to extend the physical line that came in to my house over to a new neighbours house (a derelict barn still under construction with no inhabitants). I called BT to ask what was going on and was assured there was no problem, and my line would still be activated on June 15 (today). My new neighbour told me he called BT and got a late appointment slot at short notice.
On Wednesday June 13 I was called by BT and told there was a problem because there were no available lines for my house as the only two available ones in the area had now been used by my two neighbours. I would now have to wait indefinitely for the engineers to dig up the roads to install a new line.
On Thursday June 14 I was told by 3 different people at BT that actually all was ok and the engineers had confirmed all was well and they would indeed install and activate my line today, June 15. I questioned this strongly after what I had been told the day before, and one advisor even apparently called the OpenReach engineers while I was on hold to double check, and it was all confirmed.
So I took the day off to await the engineer......who unsurprisingly did not turn up!
This is the watered down version of the 4 weeK debacle I've had with BT. In total I have spent 9 hours on the phone (very expensive mobile) being passed from one person to the next being told completely different things from each. Apparently my account is in my wifes name even though she has never once spoken with BT and did not make this order (we used to be joint customers in the past). No one can rectify this problem. Apparently my order is a business line although it is really a residential line, and no one can recitfy this error. Apparently there is an existing active phone line and number at my address, but in reality there isn't. No one can recitify this error. Apparently part of the delay is because the engineers can't identify if I live on the first or second floor........I live on the gorund and first floor of a normal house just like 99% of the rest of the population! BT sent me a internet dongle so I could at least access the internet....the one they sent is not activated or registered at their end so they've asked me to send it back and they'll send another next week.
What's more, my 7 year old daughter has severe anaphylaxis, and if she eats any food with a trace of nuts, or is stung by something like a wasp, she will go in to shock and die if she doesn't get immediate emergency medical help. We carry epipens of adrenaline for this, but an injection of that will only buy her several minutes until an ambulance arrives. As we live in a very rural area with only one neighbour, I do not have the luxury of being able to use a neighbours phone to call the ambulance, and if my mobile signal drops out, I have no way of dialling 999. Even under these conditions, BT thought it more appropriate to divert my land line in to a neighbouring derelict barn instead of connecting me. I have now been without a phone for 4 weeks.
Every time I phone for assistance I am passed to someone presumably from India who can only function with the aid of the script on his desk, and the script does not account for unusual situations like this, therefore I get no where. I've asked repeatedly to speak with a senior manager but it seems they do not exist and my only choice is to speak to the supervisor who uses a slightly different script but still cannot deviate from it.
Who can I speak to?
I now want to complain to Ofcom and anyone else I can, and also demand compensation for the extreme mobile phone bill I've incurred being on hold for 9 hours plus the day I took off work to wait for an engineer who didn't turn up.
I do feel BT had a monopoly on this market for so long that customer service was never and is not a priority for them.
Very, very frustrated and annoyed.

It's sort of comforting but sad to see that I am not alone in my frustration with what purports to be a telephone SERVICE provider. A customer of BT for 45 years, I went for a short break in London last week Monday to Thursday. I came home to find our village flooded, and photos on national newspapers and film on TV of kayaks going down the village street. Our house was safe and dry but many neighbours were in trouble. As I came in the front door, I went straight to the phone to access 1571 - realising that concerned friends and relatives might have left messages. “You do not have access to this service” said a prissy voiced lady. At first I thought the local telephone exchange might be out of order - but realised the prissy voiced lady was Mrs BT herself. Phoning my home from my mobile I discovered that my number was not recognized. BT had cut me off.
I phoned the so called helpline and was told I had cancelled my BT account. I hadn't. The stupid woman on the other end told me I could start a new non-cancellable for a year contract and they would re-connect me. I told her I didn't want a new contract, just my old one back with my existing (now non-existing) phone number rental for which I had paid in advance to July.
She told that BT (even women who work for BT) can't multitask and all she could do was reconnect me with a new contract. But once I was reconnected I could go though a long procedure of punching numbers in on the 150 system and then ask somebody else to change the new number they were going to give me and that I didn't want, back to my old number that I did want. My wife, who tells me it is only men who can't multi-task, thought this was a strange response from a woman.
Anyway next morning (Friday) I went through the process of ordering the right number - it would be magicked back in 24 hours I was told. It wasn't.
30 hours after ordering I rang 150. What I hadn't realized was that 30 hours from 9am on Thursday in the strange timezone occupied by British (Indian) Telecom works out at 9am on the following Monday as BT engineers knock off on Friday evening. I was also told that the person who ordered the number change on Friday hadn't done it right and it hadn't gone through. So it would be re-ordered on Saturday at 4.10 pm (that's BST). It would be absolutely guaranteed that I would get my number back - it takes 24 hours. That worked out in case you have the same difficulties as me at being done by and here i quote “9am on Monday - or to be on the safe side say 10am”. I was also promised that I wouldn't be billed for the days when my service wasn't set up correctly.
By Monday nothing had changed - well it had - they had changed my phone number to yet a different one - not the one that they first gave me - not the one I wanted - just another number. A man rang up asking if I had his cardigan and briefcase in the Lost Property office. I told him I hadn't had it handed in and didn't even know who I was supposed to be. I rang 150 again. Another Asian sounding gentleman told me that the person who ordered the number change on Saturday hadn't done it right and it hadn't gone through. So it would be re-ordered on Monday at 10.30 (that's BST). It would be absolutely guaranteed that I would get my number back - it takes 24 hours. That worked out in case you have the same difficulties as me at being done by “Tuesday”. I said that I found it difficult to believe he was telling me the truth as I had been led such a merry dance by BT. He got his supervisor Nina to ring me back which she did instantly.
However Nina didn't have any of my details so said would I hold the line. I did for a while till my bladder got the better of me, so she had to ring me again when she had the details. She said she understood how frustrated I was - people from BT are good at that line - they also all kept telling they knew where I was coming from - - which is more than I knew about them (probably India?). Nina said they would ABSOLUTELY give me my requested number. “Good” I said. Then she dropped the bombshell. “But can I just check? Would you mind awfully if we gave you a different number from the one you are asking for?” - thus confirming that nobody in the BT system actually really understands English or what being a telephone SERVICE provider is all about. I said I really REALLY wanted the number I had had for 13 years until BT made a mistake and switched me off. She promised etc. etc. etc
BT promise that any money they owe me from “your cancelled contract” will be refunded in 40 days (I don't know if those are working days or actual days). On the other hand they don't allow 40 days for a customer to pay a bill.
I had a cancellable contract before BT cut me off. They just cut me off and broke the contract and I get rubbish treatment. On the other hand, if I can't get this all sorted out satisfactorily, they will bill me a cancellation fee for cancelling the rubbish so-called service they are giving.
You can't speak to an intelligent person who understands English like a native. The 150 system takes you round in circles. And woe betide anyone who tries to untangle the mess by using the BT website: when you try to log in to see what's going on with the new account, it tells you that you can't use your e-mail address as that belongs to a previous customer who cancelled (actually didn't cancel) his account while he was on a 4 day London break.
I think I've just gone round in another circle!
I think I'll try writing to my new friend Warren Buckley - he sounds a lovely chap - he keeps sending me e-mails reassuring me they've got my orders and are cracking on with them - and keep completing them - and putting me in the telephone directory and if I want I can get TV down my telephone line (Sky if you are reading this, and Freeview likewise please note that I don't want to cancel getting TV from competent providers).
Or I might try Ofcom.
Or I could try taking BT to the County Court - I suspect there's some way of doing that.
Or I could just slag them off very loudly on trains - or by writing to the newspapers - or BBC Watchdog. Any other suggestions please post on this blog. Thanks for reading!!!

Very slow broadband speeds

Hello
My first post, and I'm hoping that someone will be able to help me with this.
For a few days now, I've been experiencing very slow broadband speeds (100kbps or less), in contrast to the 1.5 - 2Mbps that I would usually expect to get. I've been on hold to BT technical support for some time, and have got through twice, on both occasions being told that this is a widespread issue and to wait until the next day. However, I'm not seeing any improvement. I'm aware of the problems in Edinburgh and the North of England,but I'm in East Anglia.
speedtester.bt.com shows:
Your configured download throughput speed for this service is 135 k
and then:
Two consecutive attempts have failed to initialise an Assured Rate session for your service.Please raise a fault with your service provider stating that the Performance Tester tool indicated a problem with initialising your Assured Rate session. <script type="text/javascript">// paintProgressAndMessageTestBar(-1,""); paintProgressAndMessageOnBar(-1,'An Error has Occured! '); // </script>
My hub stats are:
ADSL line status
Connection information
Line state Connected
Connection time 1 day, 13:59:54
Downstream 1,504 Kbps
Upstream 448 Kbps
ADSL settings
VPI/VCI 0/38
Type PPPoA
Modulation ITU-T G.992.1
Latency type Interleaved
Noise margin (Down/Up) 15.0 dB / 19.0 dB
Line attenuation (Down/Up) 60.0 dB / 31.5 dB
Output power (Down/Up) 16.6 dBm / 11.9 dBm
Loss of Framing (Local) 0
Loss of Signal (Local) 0
Loss of Power (Local) 0
FEC Errors (Down/Up) 4586 / 92
CRC Errors (Down/Up) 297 / 2147480000
HEC Errors (Down/Up) nil / 72
Error Seconds (Local) 221
I hope this is enough information, but I'll happily supply anything else if I can. The uptime of 1.5 days is the time since I was advised to restart / reset to defaults etc.
Thanks for any help.
Deej.

Once a line is stable and working well, it's best left running 24/7
Interventions like resets, replacing accelerators, unplugging the router etc. will cause line "flapping"
And the dslam sees this as instability, and in turn the BRAS lowers the IP profile ....
This is done to achieve stability, and decrease throughput purposefully, all done automatically.
What you have to do, is cure any line noise, plug directly into the master or test socket behind the NTE
faceplate, leave it connected and wait for the throughput to increase.
Very often a rock bottom IP may need a kick to get it out of the doldrums.
Eventually the noise margin will decrease, sync will increase, and IP profile go up.
Depending on how long the line has suffered impulse noise, will determine the time for SNR to come down.
Regardless of which type of phone you used to test quietline ... hum or crackle is a no-no.
It may be the cause of the problems. It could be REIN on the network portion of the connection or dslam
crosstalk, either way it needs to be reported as line noise before you can count it out of the equation.

Re: Slow broadband every night 10pm-Midnight

I am experiencing very slow broadband every night from 10pm. I searched the forum and saw this post and notied it was marked as 'solved' Can you tell me what the problem is here and how to solve it? I
magnamundian wrote:
Subject says it all really, switched to BT around 1 month ago and every night between 10pm and Midnight my broadband slows to a speed that would make dial-up blush. After midnight things ramp back up to normal. I don't P2P and this situation is consistent regardless of whether I have used the broadband heavily during the day (Netflix) or not used the broadband at all (until I tried to use at 10pm), so I'm discounting any ideas of traffic shaping or limits.
BT Line/Speed Checker results (http://diagnostics.bt.com/speedtest/)
After a good 10 minutes wait (not the 45 seconds advertised) the Exchange > HomeHub test came back with... well nothing really, the nifty Exchange > House graphic disappeared (after 10 minutes) and I suppose the results page was due to appear but after another 10 minutes I was still looking at "transferring data from BT.com" in the bottom of my browser... If I manage to get it to complete the cycle later I'll post the result.
At all other times of day the broadband lives up to expectations. Any advise appreciated, we previous had no problems with BE Broadband except for dire connections to US/Japan Servers (Sony/Square Enix etc), which was pretty much a problem of insufficient bandwidth on their backbone network.
Additional information from BTHomeHub.home:
ADSL Line Status
Connection information
Line state:
Connected
Connection time:
9 days, 18:20:04
Downstream:
20,609 Kbps
Upstream:
1,276 Kbps
ADSL settings
VPI/VCI:
0/38
Type:
PPPoA
Modulation:
G.992.5 Annex A
Latency type:
Interleaved
Noise margin (Down/Up):
2.1 dB / 6.8 dB
Line attenuation (Down/Up):
27.5 dB / 16.6 dB
Output power (Down/Up):
0.0 dBm / 12.6 dBm
FEC Events (Down/Up):
1086302352 / 0
CRC Events (Down/Up):
3453520 / 1589
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):
65406711 / 1420
Error Seconds (Local/Remote):
0 / 364
t is not clear to me what to do from the contents of this thread. Thanks.
magnamundian wrote:
Subject says it all really, switched to BT around 1 month ago and every night between 10pm and Midnight my broadband slows to a speed that would make dial-up blush. After midnight things ramp back up to normal. I don't P2P and this situation is consistent regardless of whether I have used the broadband heavily during the day (Netflix) or not used the broadband at all (until I tried to use at 10pm), so I'm discounting any ideas of traffic shaping or limits.
BT Line/Speed Checker results (http://diagnostics.bt.com/speedtest/)
After a good 10 minutes wait (not the 45 seconds advertised) the Exchange > HomeHub test came back with... well nothing really, the nifty Exchange > House graphic disappeared (after 10 minutes) and I suppose the results page was due to appear but after another 10 minutes I was still looking at "transferring data from BT.com" in the bottom of my browser... If I manage to get it to complete the cycle later I'll post the result.
At all other times of day the broadband lives up to expectations. Any advise appreciated, we previous had no problems with BE Broadband except for dire connections to US/Japan Servers (Sony/Square Enix etc), which was pretty much a problem of insufficient bandwidth on their backbone network.
Additional information from BTHomeHub.home:
ADSL Line Status
Connection information
Line state:
Connected
Connection time:
9 days, 18:20:04
Downstream:
20,609 Kbps
Upstream:
1,276 Kbps
ADSL settings
VPI/VCI:
0/38
Type:
PPPoA
Modulation:
G.992.5 Annex A
Latency type:
Interleaved
Noise margin (Down/Up):
2.1 dB / 6.8 dB
Line attenuation (Down/Up):
27.5 dB / 16.6 dB
Output power (Down/Up):
0.0 dBm / 12.6 dBm
FEC Events (Down/Up):
1086302352 / 0
CRC Events (Down/Up):
3453520 / 1589
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):
65406711 / 1420
Error Seconds (Local/Remote):
0 / 364

A "lay" explanation is this.
As IMJ has stated, at night the noise margin is dropping to a level whereby it becomes difficult for the DSL to bitload the data into the ADSL spectrum without undue error correction and bitswapping, and often increased error rate.
This situation tends to throttle down throughput .... and if it got worse, which clearly it isn't doing, it's just staying at a poor level .... the modem would drop the connection, and renegotiate .... and come back with target margin, at which juncture it would bitload and throughput would return to normal.
So what IMJ is saying is ... if it doesn;t drop and continues to hobble along .... force a drop, or reset it, and it will come back as if it had dropped by the modem forcing a drop.
In the end DLM will hopefully get hold of the situation and set the line parameters in a fashion which will sustain a connection and bitload properly 24 hours a day .... but sometimes it needs help, and especially if it didn't linetrain properly.
If it continues manual intervention is useful to set the noise margin accordingly until the line has re-trained.
Resetting the hub or modem is not a good idea with DSL, however in this instance if an automatic cure is not forthcoming, it is the ONLY time I would advocate a router reset, especially at night, when margin is depleted.

Very slow broadband.

Been having very slow broadband for a few days ( cant watch videos etc ) but its ok to browes slowley. I have a home hub and my laptop is connected via an earthlink cable. Done a speed test and will post results below. Can anyone tell me how to speed my broadband up?
Thanks in advance
Aston
FAQ
Test1 comprises of two tests
1. Best Effort Test: -provides background information.
Download Speed
534 Kbps
0 Kbps
1000 Kbps
Max Achievable Speed
Download speedachieved during the test was - 534 Kbps
For your connection, the acceptable range of speeds is 400-1000 Kbps.
Additional Information:
Your DSL Connection Rate :696 Kbps(DOWN-STREAM), 888 Kbps(UP-STREAM)
IP Profile for your line is - 613 Kbps
2. Upstream Test: -provides background information.
Upload Speed
679 Kbps
0 Kbps
888 Kbps
Max Achievable Speed
>Upload speed achieved during the test was - 679 Kbps
Additional Information:
Upstream Rate IP profile on your line is - 888 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.
Solved!
Go to Solution.

Quiet line test ok, do have other wall sockets,but dont use them.
ADSL line status
Connection information
Line state
Connected
Connection time
16 days, 0:48:32
Downstream
698 Kbps
Upstream
888 Kbps
ADSL settings
VPI/VCI
0/38
Type
PPPoA
Modulation
ITU-T G.992.5
Latency type
Interleave
Noise margin (Down/Up)
30.6 dB / 7.3 dB
Line attenuation (Down/Up)
39.0 dB / 21.6 dB
Output power (Down/Up)
17.0 dBm / 12.3 dBm
Loss of Framing (Local)
0
Loss of Signal (Local)
0
Loss of Power (Local)
0
FEC Errors (Down/Up)
0 / 1861
CRC Errors (Down/Up)
150 / 2147480001
HEC Errors (Down/Up)
56 / 104870
Error Seconds (Local)
535

How do i complain about having no use of iphone whilst transferring data therefore to find out if eligable for compensation?

How do i complain about having no use of iphone whilst transferring data & waiting for updates and used a big chunk of my mobile intenet allowance as had it plugged into laptop all day!-therefore to find out if eligable for compensation?.

Nothing is ever as easy as it should be, though I've no idea what you were doing that took so long. Takes at most 5 mins to insert a SIM card, choose a language and activate the phone. At that point it is working. Another 5-10 mins should get you connected to your email account. You can add media & apps when you're not busy doing something else, and the phone can still make & receive calls while you're doing that!
The web is geared towards always on all you can eat broadband. If you run mobile broadband with a data cap or escalating charges then you need to manage the usage carefully, it is nobody else's problem.
Sorry if I've come over a trifle harsh on your first visit here, but these forums are for users to help each other resolve technical issues. However badly your first day setting things up went there is nothing to be done about it now, A little research, or a chat with a knowledgeable friend or colleague, or getting the phone set up at the store would have made it easy. Chalk it up to experience and move on.
tt2

Suddenly really slow broadband

Hi,
since a couple of days I got really slow broadband and cant figure out why, called support and they said they call back today but noone did so I thought I try here.
I swapped microfilters, double checked pcs for any spyware/virus etc, tried my work laptop, using the mastersocket for 24 hrs as requested by the engineer on the phone which didnt make a difference and screwed the frontplate back on and ran another speed test
below is some infos from my router, just 20 mins connected now but already showing some errors not sure how significant they are as I never checked that when all was working fine.
Thanks for any advise and help you can give
ADSL line status
Connection information
Line state
Connected
Connection time
0 days, 0:20:20
Downstream
8,128 Kbps
Upstream
448 Kbps
ADSL settings
VPI/VCI
0/38
Type
PPPoA
Modulation
ITU-T G.992.1
Latency type
Interleaved
Noise margin (Down/Up)
7.7 dB / 23.0 dB
Line attenuation (Down/Up)
25.0 dB / 16.0 dB
Output power (Down/Up)
19.8 dBm / 12.2 dBm
Loss of Framing (Local)
0
Loss of Signal (Local)
0
Loss of Power (Local)
0
FEC Errors (Down/Up)
273 / 0
CRC Errors (Down/Up)
0 / 2147480000
HEC Errors (Down/Up)
nil / 0
Error Seconds (Local)
0

the crc up errors are a bug in the firmware.
you have a good 8mb connection with the correct 7150 profile. the problem is your throughput/download which is rubbish.
check your exchange for problems http://usertools.plus.net/exchanges/mso.php
http://usertools.plus.net/exchanges/?
http://btbusiness.custhelp.com/app/service_status
if there is nothing showing then fill up the form for mod assistance http://bt.custhelp.com/app/contact_email/c/4951
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’.

My mac is running extremely slow lately how can i clean it

my mac is too slow lately how can i clean it

Yes. But what ever you do, don't buy any of the so called "cleanup" software. It is all worthless crapware.
Try http://www.thexlab.com/faqs/freeingspace.html
or http://www.thexlab.com/faqs/performance.html

My MacBook Pro is running very slow. How can I check is out?

.My MacBook Pro is running very slow. How can I check is out?

Backup your data. Your disk/SSD may be failing.
What has changed lately?
- Has your disk/SSD filled up recently?
          How much free space?
          Less than 10 GB?
          Less than 20 GB?
- Did you upgrade OS X recently (for example from 10.8 to 10.9 or 10.9 to 10.9.1)?
- Have you installed any 3rd-party software recently?
Run Disk Utility (from the Applications > Utilities folder).
- Click on the system disk (Macintosh HD) and Verify Disk.
- Does it report errors or does it finish normally?
Try an SMC Reset.
http://support.apple.com/kb/HT3964
Boot in Safe Mode.
http://support.apple.com/kb/HT1564
When in Safe Mode does it operate normally?
After rebooting in normal mode is it faster?

Very slow Broadband in Crawley after "Upgrade to u...

7.5 days after a service upgrade in my Crawley area I am still experiencing a painfully slow broadband connection.
Speedtester tonight has recorded the dizzy speeds of 45Kbps Download / 366Kbps Upload. My BT Vision service does not want to know. My IP profile is 135Kbps.
A factor in this may be that I had NO service for the first two days after the upgrade.
I am mystified why this is so slow - my previous experience of line faults in the last two years was nothing like this, & service stabilised within 2 days.
Last month during consultation over a separate BT Vision issue I was advised I was seeing 4.7 meg.
BT India seem confident my broadband speed will self-restore if I wait another few days, but I am not so confident. I have tonights Speedtest & hub line status
Speedtester 20:25 26/10/10
FAQ
Test1 comprises of two tests
1. Best Effort Test: -provides background information.
Download Speed
45 Kbps
0 Kbps
250 Kbps
Max Achievable Speed
Download speed achieved during the test was - 45 Kbps
For your connection, the acceptable range of speeds is 100-250 Kbps.
Additional Information:
Your DSL Connection Rate :280 Kbps(DOWN-STREAM), 444 Kbps(UP-STREAM)
IP Profile for your line is - 135 Kbps
The throughput of Best Efforts (BE) classes achieved during the test is - 9.84:40.87:49.29 (SBE:NBEBE)
These figures represent the ratio while sententiously passing Sub BE, Normal BE and Priority BE marked traffic.
The results of this test will vary depending on the way your ISP has decided to use these traffic classes.
2. Upstream Test: -provides background information.
Upload Speed
366 Kbps
0 Kbps
444 Kbps
Max Achievable Speed
>Upload speed achieved during the test was - 366 Kbps
Additional Information:
Upstream Rate IP profile on your line is - 444 Kbps
ADSL line status
Connection information
Line state
Connected
Connection time
1 day, 9:41:15
Downstream
283 Kbps
Upstream
446 Kbps
ADSL settings
VPI/VCI
0/38
Type
PPPoA
Modulation
ITU-T G.992.5
Latency type
Interleaved
Noise margin (Down/Up)
25.3 dB / 15.4 dB
Line attenuation (Down/Up)
52.5 dB / 30.1 dB
Output power (Down/Up)
18.1 dBm / 12.0 dBm

Hi DCAI
I can have this investigated for you.
Drop me an email to the email address in my profile. Please remember to include your BT Account number, telephone number and a link to this thread.
Cheers
Stuart
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

My iphone took all of my pics off of my computer. this is making it very slow. How do I remove them if the only options are places or albums?

Hello,
I accidently hit restore on my phone and erased everything. When I called Apple they helped me retrieve everything from my computer and more. I now have over 4,000
pics on my phone that were on my computer, which is making it very slow. How do I get these off when the only options the phone is giving me are places and albums

To Remove Photos from your Phone you need to Sync your phone with the Computer you Usually Sync with...
See Here for Syncing...
http://support.apple.com/kb/HT1386
From Here
http://www.apple.com/support/iphone/syncing/
iPhone User Guide
http://manuals.info.apple.com/en_US/iphone_user_guide.pdf

I just upgraded my 2008 macbook pro to OS X Maverick from Snow Leopard but my computer is running a bit buggy and slow. How do I downgrade back down to snow leopard?

I just upgraded my 2008 macbook pro to OS X Maverick from Snow Leopard but my computer is running a bit buggy and slow. How do I downgrade back down to snow leopard?

You would reinstall 10.6 using your installation DVD.
Out of curiosity, how much RAM do you have? Recent versions of OS X really shine with 4GB or more.
Matt

Help Required - Slow Broadband

I need help!
I've been suffering with slow broadband since joining BT in in November. When I signed up they estimated performance would be around 2Mb but I'm getting less than 25% of that.
The results from the broadband test are :-
Download Speed achieved 443 Kbps against a acceptable range of 50-500 Kbps
IP profile for line 500 Kbps
DSL connection rate 576 Kbps (down-stream) 288 Kbps (up-stream)
I have fitted a BT accelerator with no improvement and tried moving my router to the master socket which also made no deference. I'm using the PC a lot more now and at times the performance is bordering on unusable so any help would be greatly appreciated.
When I initially switched I had two hubs fail in quick succession (one power supply failure and a replacement that would not restart from sleep mode) which caused the link to be up and down like a yo-yo in the first few weeks and I'm wondering if this has confused the exchange. The third router has been fine.
Solved!
Go to Solution.

Keith
Thanks for the reply I am using a Home Hub 3 and the information is below. I've also tried a quite line test and it had no noticeable noise.
ADSL Line Status
Connection information
Top of Form
Line state:
Connected
Connection time:
21 days, 01:57:52
Downstream:
576 Kbps
Upstream:
288 Kbps
ADSL settings
VPI/VCI:
0/38
Type:
PPPoA
Modulation:
G.992.1 Annex A
Latency type:
Fast
Noise margin (Down/Up):
16.6 dB / 19.0 dB
Line attenuation (Down/Up):
54.5 dB / 31.5 dB
Output power (Down/Up):
15.5 dBm / 11.9 dBm
FEC Events (Down/Up):
0 / 40
CRC Events (Down/Up):
7004 / 453
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):
3451 / 177
Error Seconds (Local/Remote):
0 / 0
Bottom of Form

Slow Broadband - How Do I Complain To Ofcom?

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