Loss of connection, loss of speed again

[#1]

Same as the last few times, getting disconnected at odd times, then the resync takes a good 5 minutes, and we've gone from 20meg down to 12.

Not the equipment as you sent me a new router last time this happened and it turned out to be an exchange issue.

[#2]

so no answer, having just signed up for another 18 months this is annoying.

So all of a sudden my broadband details say this : Your broadband service

    Product: Unlimited Fibre
    Estimated Download Range: Not available
    Estimated Upload Range: Not available
    Minimum Guaranteed Speed: Not available
    Current Line Speed (Download): 5.7Mbps

Used to be this :

Estimated line speed: 13Mbps to 21Mbps

This shows the normally available speeds your line is capable of. You may have chosen to buy a product which runs at slower speeds.

Current line speed: 18.9Mbps

This is a measure of the actual line speed you are now receiving based on the product you have taken.

Minimum guaranteed access line speed: 11Mbps

Why has this changed ? I have run the bt wholesale tests : . Downstream Test: -provides background information.

	Download Speed
	11.64 Mbps

0 Mbps

14.56 Mbps Max Achievable Speed

 Download speedachieved during the test was - 11.64 Mbps
 For your connection, the acceptable range of speedsis 10.19 Mbps-14.56 Mbps .
 Additional Information:
 IP Profile for your line is - 14.56 Mbps

2. Upstream Test: -provides background information.

	Upload Speed
	1.02 Mbps

0 Mbps

10 Mbps Max Achievable Speed

Upload speed achieved during the test was - 1.02Mbps
 Additional Information:
 Upstream Rate IP profile on your line is - 10 Mbps

I logged the fault but some feedback would be appreciated.

[#3]

Hey @Jayvr6,

Thanks for reaching out to us.

I'm sorry you are having trouble with your speeds and I apologise for the frustration caused.

On testing your service today your are currently in sync at 15.8mbps which is within the middle of your estimates, I can see there were quite a few drops in connection late yesterday evening but these seem to have tapered off. Did you see these speeds over a wired or wireless connection? I would suggest monitoring the drops in connection as these are what can cause the speed to deteriorate. If you notice it becoming more frequent please let us know here.

Your speeds are dictated by the distance from the exchange, the quality of your line etc and these things can and do change over the years which is why you may have found the speeds are lower than they previously were.

Thanks.