topic Re: Not Getting Guaranteed Speed in Broadband

Not Getting Guaranteed Speed

dylanallan — Wed, 16 Nov 2022 20:55:21 GMT

Hello,

I am running out of options as I have called support who were meant to call back but didn't, I cant open a question or ticket and the emailm I sent hasn't been responded to.

My broadband went live on 31st October so the 10 day period has passed. I have called about not receiving anywhere near to guaranteed speed but am still waiting for resolution.

My guaranteed speed is meant to be 31.9Mb but so far, the best speed recorded is 24Mb and that was only the once. Other than that, it sits around 20Mb down, 5/6Mb up.

I am directly connected to the router via ethernet but the speed is the same whether wired or wireless.

So far I have tried the usual off and on, I have had the channel changed, I have done a quiet line test (could hear faint popping which I reported via the email), I don't know what else to try. I could pull the face plate off the Master Socket 5C (mk4) and use the test socket but don't see this making a difference.

Any help in reaching at least the guaranteed speed would be appreciated.

Thanks

Re: Not Getting Guaranteed Speed

jab1 — Wed, 16 Nov 2022 21:00:55 GMT

Welcome to the forums @dylanallan , try the test socket (with a filter) and see if it improves. If not come back and I will make further suggestions,

Re: Not Getting Guaranteed Speed

dylanallan — Wed, 16 Nov 2022 21:51:07 GMT

Hello John,

I plugged into the test socket with a filter but still only getting 20-23Mb.

Thanks,

Dylan.

Re: Not Getting Guaranteed Speed

jab1 — Thu, 17 Nov 2022 08:00:51 GMT

OK. Can you provide the details requested below please? I suspect my advice will be to report a problem.

For Community members to be able to help, information from these two sites, as screenshots, posted as pictures within the topic, not as attachments:-

BT Broadband(obscuring your phone number) and BTW Performance Tester - Over a wired (Ethernet) connection if at all possible, please report the 'ADDITIONAL DIAGNOSTICS', and sight of the broadband connection status from your Hub (with the 'Username' obscured) would be a good starting point.

For the Hub One -

Navigate from the Home Screen to Troubleshooting > Helpdesk

For the Hub Two -

Navigate from the Home Screen to Advanced Settings > Technical Log > Information

Re: Not Getting Guaranteed Speed

dylanallan — Thu, 17 Nov 2022 21:46:18 GMT

Hello John,

Here are the details requested.

Please let me know if you need anything else.

Many Thanks,

Dylan.

Re: Not Getting Guaranteed Speed

jab1 — Thu, 17 Nov 2022 21:53:21 GMT

Evening Dylan.

I don't need anything else, thanks. The BTW report and your Help Desk tell me all I need to know - you have a fault on the BT/OR network. Report it via: https://www.plus.net/help/report-a-problem/broadband/

It should get picked up sometime tomorrow morning. Please let us know the response.

Re: Not Getting Guaranteed Speed

dylanallan — Fri, 18 Nov 2022 09:29:00 GMT

Morning John,

Just spoken to an advisor who has said they were able to detect a possible fault (crosstalk) on the line so they have booked in OR to have a look and will call me back with any further updates/appointment times if required.

Not sure why it took this long for the fault to appear but I'm glad that its now being looked into!

Thank you for all of your help!

Dylan.

Re: Not Getting Guaranteed Speed

jab1 — Fri, 18 Nov 2022 09:32:43 GMT

I suspect it is more than crosstalk, Dylan. Unless you habitually turn your Hub off, your xDSL uptime, and horrible low IP profile points more to a failure somewhere in the BT/OR network.

Re: Not Getting Guaranteed Speed

willcutforth — Mon, 21 Nov 2022 10:21:48 GMT

Hey there Dylan. glad you've got it all sorted and our agents raised it. Do you need anything else from us at the minute?

Re: Not Getting Guaranteed Speed

dylanallan — Mon, 21 Nov 2022 10:28:50 GMT

Morning Will,

Unfortunately not sorted even after OR visit but ticket still open so thread can be closed.

Thanks,

Dylan.