poor internet connection bt

wannaberich41

We have reported a problem to bt with our internet as it seems to disconnect about every 10 mins this weekend and has been very slow the last couple of weeks. On speaking to them they says the speed we can get in the area where we are is between 1.5-3.5. Done a speed test and only getting 1.3. Asked why they say we can get between 1.5 and 3.5 when are are getting no more than 1.3? could not answer. They also said they can see a problem between 20-40% of the time but not faults on the line. We are in a contract but we did not have these issues with our last provider only moved to bt as we thought it would be better by being faster. How wrong we are. If we not getting the service we are paying for surely we can opt out of the contract?
Any advise and help would be appreciated.

flashg67

Have you tried the speed checker & then the diagnostic tool here - http://speedtest.btwholesale.com/

Who did you swap to BT from - it may be you're on the same connection as previously so it won't be any faster etc. Unless you moved from whats known as a LLU provider - usually TalkTalk and some Sky connections, the cabinet & wiring could all be the same, just the company who provides your service has changed.

grumpycrab

Plus net have a good speed predictor.
http://www.plus.net/home-broadband/broadband-only/
Select "start your order", enter post code and tel number and tell us what it says.

I will add BT forum details in a minute...
EDIT: first question. Have you done speed tests at the TEST SOCKET
http://support.zen.co.uk/kb/Knowledgebase/Testing-connection-from-the-BT-Master-test-telephone-socket
This rules out internal wiring issues.

If still unhappy ask BT bods at http://community.bt.com/t5/BB-Speed-Connection-Issues/bd-p/BBinHome

WTFH

When you did the speed test, what other devices did you have connected?
Do you have any smartphones or tablets?
Was the test done using a wireless or a wired connection?

wannaberich41

test was done on wireless but nothing else was being used at the time. Previous provider was plusnet. Is talk talk better then as I can see someone down the road who is on talk talk is getting 5.2.

bluesnake

Ask a few neighbours and ask them whom are they with and what speeds they get, and yours should be comparable.

Just make sure that they are not on fibre too

grumpycrab

wannaberich41 wrote: »

Previous provider was plusnet. Is talk talk better then as I can see someone down the road who is on talk talk is getting 5.2.

No talk-talk won't be better. Did you do what I suggested?

http://www.plus.net/home-broadband/broadband-only/
Select "start your order", enter post code and tel number and tell us what it says. (it'll give a range and an approx value for your house).

WTFH

You need to do the test with a wired connection, not wireless

oldagetraveller

WTFH wrote: »

You need to do the test with a wired connection, not wireless

No, it doesn't matter for a line speed test. You're checking the speed to the router only.:)

macman

wannaberich41 wrote: »

test was done on wireless but nothing else was being used at the time. Previous provider was plusnet. Is talk talk better then as I can see someone down the road who is on talk talk is getting 5.2.

No, you need to test using ethernet to rule out wireless issues. Could just be a channel clash with a neighbour, if so change the wireless channel. Run the standard tests from the BT test socket behind the master socket split faceplate.
What someone else gets down the road on a different line is not relevant. Switching providers makes no difference if the issue is on your extensions or equipment, or on the local loop.

Mr_Toad

wannaberich41 wrote: »

Previous provider was plusnet.

PlusNet is a BT company.