topic Re: 10% of typical broadband speed for the last 24 hours in Broadband

10% of typical broadband speed for the last 24 hours

cerzi — Fri, 07 Apr 2023 08:21:40 GMT

I've tried texting HELP to the support number but no response (what happened to web chat?). Not sure if it's our router or if there is a problem elsewhere - pinging the router locally over Ethernet gives higher and less stable ping than normal, but not enough to justify having about 3mbit download. Would great appreciate if this could be investigated. Thanks a lot!

Re: 10% of typical broadband speed for the last 24 hours

jab1 — Fri, 07 Apr 2023 09:11:04 GMT

@cerzi If you have tried the BOT but received no response (strange), try following the script below.

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: 10% of typical broadband speed for the last 24 hours

csmith94 — Fri, 07 Apr 2023 11:33:56 GMT

Hi @cerzi, thanks for getting in touch. I'm sorry no one has been back in touch with you, although it doesn't look like the text service has registered on the account as I can't see an automated line test.

However, I've ran a test on your line and found a high resistance fault, Openreach wish to send an engineer to your premises to further investigate this.

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: 10% of typical broadband speed for the last 24 hours

cerzi — Fri, 07 Apr 2023 14:09:17 GMT

Hello, great thank you it's good to know there's a clear issue. Will be able to do any time monday or Tuesday, or in the afternoon on Wednesday.
Thanks again

Re: 10% of typical broadband speed for the last 24 hours

csmith94 — Fri, 07 Apr 2023 14:35:24 GMT

Thanks for letting me know, I've got an appointment booked in for the 11/04/23 between 8AM and 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

Re: 10% of typical broadband speed for the last 24 hours

cerzi — Fri, 07 Apr 2023 15:04:50 GMT

Perfect thank you!

Re: 10% of typical broadband speed for the last 24 hours

csmith94 — Fri, 07 Apr 2023 15:40:40 GMT

No worries at all

Enjoy your Easter bank holiday!