BT Slow Internet

MrandMrstrying

Hi I am currently with BT as my phone and broadband supplier I have had issues with the internet speed for a long time now.

Done a line speed test today and a, getting half the amount of guarantied speeds that I was promised.

Currently waiting for BT to phone me back about the issue. Oh and well over a year ago they said that a new line was needed down the lane though since then they have kept just patching up the problems.

The good news is that my contract has just finished with them so hoping that they will be more willing to sort out the issue.

JJ_Egan

\How are you measuring the speed ??
Over wifi is no good it must be from the master socket via cable .
Are you sure they gave you a guaranteed speed ??

Your contract is with BT Retail the line problem is not part of their remit . Lines are owned and run by BT Open Reach a separate company .

You can leave BT but your services will arrive from a different ISP but up the same dodgy line ??.

Personally i would use my Bt Member Help and the BT community forum .

forgotmyname

If the line up your lane is the issue then it wont matter who you goto, the speed wont increase with a poor line.

Guaranteed speed? Are you sure? Normally its UPTO*** ##MB in ideal conditions, which up a lane is unlikely to be even with a 100% line.

MrandMrstrying

I have an estimated line speed of between 1-3.5mb but when i checked online it also stated a minimum 512kb speed. The test was done over an ethernet cable plugged in to my computer.
I made sure that all other devices were not connected as well.

So phoning them will be of no use? (not that I have had much luck so far)

MrandMrstrying

I even made a point of screen shooting the speeds they gave.

Its in three columns of

You currently get 2mb (which I don't)

Estimated download speeds - 1mb -3mbs

Minimum guaranteed speed - 512kbs

cajef

Some line stats would help as with the figures you are quoting it sounds like you are on a long connection from the exchange.

forgotmyname

What speeds are you getting and what are you using to test the speeds?

If i use my local speed test site it gives poor results, too many users i think.

I use a site approx 40 - 60 miles away and it gives a true speed test.

Seems you can only post tests if you register now.

AJXX

MrandMrstrying wrote: »

I have an estimated line speed of between 1-3.5mb but when i checked online it also stated a minimum 512kb speed. The test was done over an ethernet cable plugged in to my computer.
I made sure that all other devices were not connected as well.

Have you tried re-doing the above with the router plugged into the test socket on your master BT socket - this usually rules out any issues with internal wiring.

MrandMrstrying

Well a quick update after spending over four hours either on the phone or waiting for them to phone me back and talking to some really rude customer service representative.
Got an engineer to come out yesterday and there is an issue somewhere between the lines and exchange. When he was testing the lines he said I should be getting 2.5 mb but the line seems to be capped at the 200 ish KB. He went up to investigate and said that he would pop back in or ring us about the issues later in the afternoon.

No reply from him and the Internet is still slow not sure what to do he said the broadband should be back up to speed after 24hrs.
Been over 24hrs and still takes a long time to load a page

MrandMrstrying

Well a quick update after spending over four hours either on the phone or waiting for them to phone me back and talking to some really rude customer service representative.
Got an engineer to come out yesterday and there is an issue somewhere between the lines and exchange. When he was testing the lines he said I should be getting 2.5 mb but the line seems to be capped at the 200 ish KB. He went up to investigate and said that he would pop back in or ring us about the issues later in the afternoon.

No reply from him and the Internet is still slow not sure what to do he said the broadband should be back up to speed after 24hrs.
Been over 24hrs and still takes a long time to load a page

Browntoa

ring them again , when you get the "what are you ringing us about today" just say complaint