BT Connect - Major Problems

Anna*_2-2

I was wondering if somebody could give me some friendly advice.

I signed up with BT Connect Broadband exactly a year ago as I was previously with Pipex and as a home worker the service they provided was useless. BT Connect promised me the earth and I went for the most expensive package. For 11 months I have been really happy as my download speeds were 7.35 Mbps and upload were 0.94 Mbps which were perfectly acceptable. For the past 2 weeks the bandwidth has dropped to download 0.18 Mbps and upload 0.28. I can't download anything for work, I can't watch any short YouTube videos the speeds are ridiculous. I replaced my router (in case it was faulty) no change, I changed all of my ADSL micro filters, no change.

I therefore rang up 'technical support' who ran some tests, after which the technician stated and I quote "I don't know why your bandwidth has changed, but theres nothing I can do, that's that really". When I quizzed him as to why my speed has dropped so dramatically in such a short period, her stated "that's the way it goes". After headbutting the wall in anger I phoned the complaints department. This time they tried a bit harder to sound interested and will try their best to get an engineer out.

To cut a long story short, I will have trouble working at such slow speeds and if they cannot sort the problem out can I end my contract a year early as they are not providing me with the service they promised.

Jumping the gun a bit who would be the best person to complain to, as I cannot handle the numptys who shrug their shoulders and say "that's the way it goes".

Sorry for the rant.....I've let it all out now

kwikbreaks

Post your router stats..

http://www.kitz.co.uk/adsl/frogstats.php

and see if you can get this to work and show your IP profile..

http://speedtester.bt.com/

If you are not running wired then check your speeds wit it wired.

Have you bought any new electrical kit recently (it could be generating interference).

Anna*_2-2

Hi,
This is the result of the speedtest I carried out just now:

Download speedachieved during the test was - 338 Kbps
For your connection, the acceptable range of speedsis 100-500 Kbps.
Additional Information:
Your DSL Connection Rate :576 Kbps(DOWN-STREAM), 797 Kbps(UP-STREAM)
IP Profile for your line is - 500 Kbps
The throughput of Best Efforts (BE) classes achieved during the test is - 12.37:25.16:62.48 (SBE:NBE:PBE)
These figures represent the ratio while sententiously passing Sub BE, Normal BE and Priority BE marked traffic.

Upload speed achieved during the test was - 621 Kbps
Additional Information:
Upstream Rate IP profile on your line is - 797 Kbps

I haven't bought any new electrical equipment and my DECT phone bases are placed quite a distance from the router.

macman

But are you running the speedtest from the BT test socket, using ethernet not wireless?
Post your router stats as outlined above.

Anna*_2-2

macman wrote: »

But are you running the speedtest from the BT test socket, using ethernet not wireless?
Post your router stats as outlined above.

Hi,

I am on a wired PC. I am unable to post the router stats at the moment as the website hangs each time I try.

This is the message I get "Connection Timed Out. The server at 192.168.1.101 is taking too long to respond"

kwikbreaks

What router are you using?

That IP looks like the one your own PC was allocated rather than the routers.

Try http://192.168.1.1 and http://192.168.1.254 (both are quite commonly used) but you'll need to know the login too.

macman

Anna* wrote: »

Hi,

I am on a wired PC. I am unable to post the router stats at the moment as the website hangs each time I try.

This is the message I get "Connection Timed Out. The server at 192.168.1.101 is taking too long to respond"

Yes, but are you plugged into the BT test socket as previously described?
If not, the test is meaningless, as only using the test socket isolates the circuit from any problems on your internal wiring and extensions, which are not the responsibility of your ISP.

Anna*_2-2

macman wrote: »

Yes, but are you plugged into the BT test socket as previously described?
If not, the test is meaningless, as only using the test socket isolates the circuit from any problems on your internal wiring and extensions, which are not the responsibility of your ISP.

Hi, yes the wire from my router is connected to the socket inside my BT ADSL telephone socket (the tech guy told me to unscrew it and plug it into there....and leave it).

macman

Fine then, that's how it should be.

kwikbreaks

It wouldn't change the IP profile anyway as that takes ages to alter in line with sync and masking out internal wiring problems doesn't help at all with identifying them.

As it is syncing low in the test socket (Your DSL Connection Rate :576 Kbps(DOWN-STREAM), 797 Kbps(UP-STREAM)) then the internal wiring may well be fine but without the router stats there is no way of knowing why that sync is so low now compared to the past. There may be no certainty with them either of course.

That 576 looks suspiciously like ISP sync rate capping. It is the sync of the old 512kbps fixed rate package.

Anna*_2-2

kwikbreaks wrote: »

It wouldn't change the IP profile anyway as that takes ages to alter in line with sync and masking out internal wiring problems doesn't help at all with identifying them.

As it is syncing low in the test socket (Your DSL Connection Rate :576 Kbps(DOWN-STREAM), 797 Kbps(UP-STREAM)) then the internal wiring may well be fine but without the router stats there is no way of knowing why that sync is so low now compared to the past. There may be no certainty with them either of course.

That 576 looks suspiciously like ISP sync rate capping. It is the sync of the old 512kbps fixed rate package.

I keep trying to aquire the stats but the page keeps on timing out. I have telephoned BT Connect support this morning asking for a fault status update but they just haven't got a clue. I had to go over the whole story 45 mins) once again. A couple of weeks ago the download and upload speeds were perfect now they are unworkable. BT can't seem to understand this nor do they want to help.