topic Re: Speed has dropped off in Broadband

Speed has dropped off

sparkymarky1981 — Thu, 30 Mar 2023 14:18:00 GMT

Since renewing my contract last month I've noticed my speed drop off quite abit, moved everything about and done the troubleshooting and speed is still terrible, even on Ethernet connection to fire stick is terrible, done a speed test on Ethernet and only reaching 2.8 m/b, it's like being back on dial up everything buffers.

Re: Speed has dropped off

jab1 — Thu, 30 Mar 2023 14:22:04 GMT

@sparkymarky1981 Welcome to the forums.

First thing to check: Is your phoneline clear? Dial 17070 (preferably from a corded phone), select option 2. Once your phone number is confirmed, there should be silence on the line except for the regular 'Quiet Line Test' message - any other noise, report a PHONE problem via: https://www.plus.net/help/report-a-problem/phone/

If the phone test passes, report a broadband problem via: https://www.plus.net/help/report-a-problem/broadband/

Let us know the result - if the tests come back as clear but you still have a problem, we need to investigate further.

Re: Speed has dropped off

sparkymarky1981 — Thu, 30 Mar 2023 14:26:08 GMT

Thanks for the reply John, unfortunately I don't have a corded phone in the house, I only use the outlet for broadband.

Re: Speed has dropped off

jab1 — Thu, 30 Mar 2023 14:28:24 GMT

Do you have a handset for the phone line, or are you mobile only? If so, then there is another avenue we can explore - slightly longer, but still effective.

Re: Speed has dropped off

sparkymarky1981 — Thu, 30 Mar 2023 14:32:37 GMT

Mobile only household

Re: Speed has dropped off

jab1 — Thu, 30 Mar 2023 14:34:52 GMT

OK. Give me five minutes, and I'll post the alternative route. A cheap handset is useful whilst you are on ADSL/FTTC though.

Re: Speed has dropped off

jab1 — Thu, 30 Mar 2023 14:41:32 GMT

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: Speed has dropped off

adamwalker — Thu, 30 Mar 2023 16:02:01 GMT

Hi @sparkymarky1981

I've just been running some tests that have picked up on a line fault (high resistance cable fault) so we'd need to send out an Openreach engineer to get that sorted out for you.

Let me know when you can be available in one of these slots and I'll get it booked in for you:

Monday to Friday

AM = 08:00 to 13:00

PM = 13:00 to 18:00

Adam

Re: Speed has dropped off

jab1 — Thu, 30 Mar 2023 16:06:32 GMT

@sparkymarky1981 Based on @adamwalker 's post above, ignore my suggestion above his - for the moment.

Re: Speed has dropped off

sparkymarky1981 — Thu, 30 Mar 2023 16:43:15 GMT

Hi Adam,
When would an engineer be available please as I work shifts.

Thanks
Mark

Re: Speed has dropped off

adamwalker — Thu, 30 Mar 2023 17:19:19 GMT

Hi Mark, it's just the slot times I mentioned in my last reply. I know it can be a pain to take time off work for these things but anyone over the age of 18 can be there to let the engineer in if that helps your situation at all?

Re: Speed has dropped off

sparkymarky1981 — Thu, 30 Mar 2023 17:23:20 GMT

Ok no problem

Anyday is ok and I'll go for the later pm time slot please.

Re: Speed has dropped off

adamwalker — Thu, 30 Mar 2023 18:13:17 GMT

Cheers, I've got that booked in for tomorrow afternoon (1pm to 6pm)

I'll check back on the notes when I'm back on shift on Saturday in case we need to follow anything up with you but they should get it sorted out for us.

Re: Speed has dropped off

sparkymarky1981 — Thu, 30 Mar 2023 18:16:31 GMT

That's great thank you so much

Re: Speed has dropped off

adamwalker — Thu, 30 Mar 2023 18:21:05 GMT

No worries!

Re: Speed has dropped off

adamwalker — Sat, 01 Apr 2023 09:14:42 GMT

Hi, it looks like the issue should be fixed now, just checking back in to make sure.

Re: Speed has dropped off

sparkymarky1981 — Sat, 01 Apr 2023 09:30:16 GMT

Hi Adam, yes but was here for awhile yesterday rectifying the issue, will monitor it over the weekend now to see if all is well.

Thanks
Mark

Re: Speed has dropped off

adamwalker — Sat, 01 Apr 2023 09:36:19 GMT

Marvelous! Cheers for getting back to me Mark, that sounds really promising. Do give me a shout if you need to, I'll be around until 4.30pm today and 8am to 4.30pm tomorrow.

Adam