topic Re: After activation low speed in Broadband

After activation low speed

Ichief — Wed, 08 Feb 2023 09:46:50 GMT

Hi yesterday I got message and email that my broadband is ready to go. I plugged router everything cables okay. I got blue light on router. This morning when I checked internet is speed is very low, just 0.26 kb/s. What can be the problem? Thank you

Re: After activation low speed

jab1 — Wed, 08 Feb 2023 10:05:23 GMT

@Ichief Difficult to say, but one idea - reboot the Hub and see if it makes a difference - if not come back and we can take a deeper look.

Re: After activation low speed

Ichief — Wed, 08 Feb 2023 10:22:49 GMT

I did still same

Re: After activation low speed

jab1 — Wed, 08 Feb 2023 10:27:48 GMT

OK. This may be overkill, but it will give us some data to make an educated assessment.

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

It may also be a good idea to report the results of a Quiet Line Test - dial 17070 option 2 from a (preferably corded) phone. After the confirmation of your phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.

If you are unsure about any of the above, please just ask - I am happy to help.

Re: After activation low speed

Ichief — Wed, 08 Feb 2023 10:55:05 GMT

@jab1 I’m on the mobile phone I took ss from 1st website that you send me but I couldn’t post in this topic . 2nd test website I couldn’t open it because of very low speed

Re: After activation low speed

jab1 — Wed, 08 Feb 2023 11:01:27 GMT

Do you have a desktop/laptop - mobiles/tablets default to a stripped-down 'mobile-friendly' interface which is not problem-solving 'friendly', although you can request the 'desktop' site.

Re: After activation low speed

Ichief — Wed, 08 Feb 2023 11:12:57 GMT

Re: After activation low speed

jab1 — Wed, 08 Feb 2023 11:17:52 GMT

Was that last post using your land line phone number, or merely address - there is missing information?

Re: After activation low speed

Ichief — Wed, 08 Feb 2023 13:25:01 GMT

Moderator's note by Mike (Mav): Personal information redacted from a public forum.

Re: After activation low speed

Ichief — Wed, 08 Feb 2023 11:28:32 GMT

It’s my landline phone number

Re: After activation low speed

jab1 — Wed, 08 Feb 2023 11:30:42 GMT

That wasn't what I was asking for - somewhere towards the bottom of that page, there should be a section headed 'max observed speeds'.

Re: After activation low speed

Ichief — Wed, 08 Feb 2023 11:35:41 GMT

These are bottom of the page

Re: After activation low speed

Ichief — Wed, 08 Feb 2023 11:37:20 GMT

I couldn’t find max observed speed. Sorry

Re: After activation low speed

jab1 — Wed, 08 Feb 2023 11:41:53 GMT

OK - in that case I suspect there is an issue with your connection. I would ring in and report the problem, because it appears even the BT/OpenReach test equipment can't see your line.

Re: After activation low speed

Ichief — Wed, 08 Feb 2023 11:47:18 GMT

Please

Re: After activation low speed

jab1 — Wed, 08 Feb 2023 11:53:15 GMT

'Please'. what?

Re: After activation low speed

Ichief — Wed, 08 Feb 2023 12:02:54 GMT

I mean thank you

Re: After activation low speed

csmith94 — Wed, 08 Feb 2023 18:57:27 GMT

Hi @Ichief

I've been checking your line and it does look like we need to get an engineer out to investigate speed fault further.

Openreach operate 2 timeslots for visits. These are AM ( 0800-1300) and PM (1300-1800), Monday to Friday

Please provide 3 timeslots you could attend and we will book the appointment for you and contact you to confirm when the engineer will be visiting.

Please note if an engineer visits your premises and is unable to gain access or if the fault is found to be caused by your equipment, your set up or your phone socket, the engineers may refer you back to us to discuss the next steps.

Re: After activation low speed

Ichief — Wed, 08 Feb 2023 19:08:48 GMT

Hi everyday mornings between 09:15-13:00 I’m at home. Please to be earliest date ASAP. Thank you

Re: After activation low speed

csmith94 — Wed, 08 Feb 2023 19:30:04 GMT

Thanks for letting us know, I've got an appointment booked in for the 09/02/2023 between 8AM & 1PM. The Engineer will attempt to resolve the fault externally first before coming round, they will keep in touch on the day of the appointment.

Once the Engineer has been, our Faults Team will follow up to make sure everything is ok or if anything else needs to be done.

In the meantime, is there anything else you need from me today?

- Curtis, Plusnet Sheffield