Extremely Slow Speeds

[#1]

Currently paying for 80mb and getting 13mb!! How long does this continue before we can rectify it?

[#2]

@ollie2019uk Two questions - what self-help have you tried, and can you give a little more detail?

If you can post the 'Help Desk' tab details from your router - obscuring any personal details, and the result from this link:https://www.broadbandchecker.btwholesale.com/#/ADSL, again obscuring your phone number, it would give other Community members a chance to make suggestions as to a way forward.

I would also suggest running a Quiet Line Test - dial 17070 from a (preferably corded) phone, select option #2. You should hear nothing other than the periodic 'Quiet Line Test' message. Any noise, then report a PHONE fault, without mentioning broadband.

[#3]

[#4]

Thanks for that, @ollie2019uk .There appears to be something horribly wrong there, but unfortunately I can't quite work out what.

Is it possible to post the results from:https://www.broadbandchecker.btwholesale.com/#/ADSL please?

Have you performed the Quiet Line Test?

[#5]

          Thanks, I have no landline handset, unfortunately!!

Results attached. Just noticed that the IP profile is 20mbs. 

[#6]

OK - no landline handset is a big problem - unless you can confirm your phone line is quiet, it is difficult to point towards a broadband fault, although from what I have seen above you do have one, but we don't know if that is down to a phone fault. A cheap (~£5) handset from the likes of Argos is an essential tool in broadband troubleshooting.

Again, can I ask for the results of :https://www.broadbandchecker.btwholesale.com/#/ADSL -please.

[#7]

Results attached.

[#8]

OK, if you are supposedly on 80/20, you have a problem, but from what I have seen, I don't know why. I'm going to tag @Baldrick1 , and hope he may spot something, but - and I am sorry to keep repeating this - you need to be able to check the voice side of the line for noise. If that is defective, your broadband will struggle - and possibly ultimately fail.

[#9]

Thanks for your post @ollie2019uk 

Line tests are showing "Impairment in copper joint detected most likely in local network" with local network referring to Openreach so we'd need to arrange an engineer visit to investigate further and resolve.

Can you log into your account online and reply to the open ticket ref 214268286 with when you'd be free for a visit?

If you can post back once you've done so we'll get that picked up for you as soon as we can.

[#10]

Thanks, @Gandalf - I kind of wondered about something like that - hence my continued reference to the OP for a phone line check  - and as a customer, I would never have been able to discover that, no matter how many checks I asked the OP to complete.😉

[#11]

Thank you both for your help and support.

I have replied to the ticket now.

Ollie

[#12]

Hi Ollie, no problem I've booked the engineer visit and updated the ticket 214268286 with the appointment details.

Let us know how the visit goes.

[#13]

BT Engineer visited today, speed back to 70mb. Something to do with a port in the cabinet?! 

[#14]

Glad you got it sorted, @ollie2019uk . Port in cabinet = your connection to the fibre network.

[#15]

Thanks John, appreciate your help