BT Slow Internet

Spookieuk

MrandMrstrying wrote: »

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

If your profile is capped it should have been reset there and then by the engineer, they can do a DLM profile reset which literally means dialing a number, entering your number and going through a series of options.

If you're still having trouble I'd go ahead and make a complaint and when you do make damn sure they put it on the system as a complaint. Make sure you take the VOL, of the complaint not the fault, from them for confirmation. Also get their name and make a note of the time of the call.

Edit:

Here are a few further steps I'd suggest.

1. Go to speedtest.btwholesale.com
2. Run the speedtest
3. Once that's completed you should see a button for "further diagnostics" hit that.
4. Enter your telephone number, click next, ok on the pop up.
5. Make a note of the results, just under the first green bar should be a box full of information you're looking for: "IP Profile for your line is - XXXXX" If this is set to 512kbs or speeds around that mark then your profile has been capped and you won't be able to go any faster than that. Think of it as like implementing an artificial speed limiter on your broadband.

Now when you phone through you might get someone saying we've capped this because your line is unstable. They are reading off a diagnostic flow, make sure someone looks at it for you.

MrandMrstrying

Thanks for all the advise guys, much appreciated was due to ring them again today but had a phone call from BT on Saturday night asking how the speed was. Explain that the speeds were slow still and he done a line speed check from his side and rang me back saying that an engineer was needed again. (I think this is engineer 7-8 over less than 6 months..... So he/she is due on Thursday so will wait to see what is occurring that day.
Heres hoping to the issue being sorted this time if not will be going down the route of advise I have had from the posters before.

Will update with any changes.

Mr and Mrs T

warehouse

Could BT possibly be the absolute worst for customer service out of any UK company?

I left them myself, (lucky to have Virgin in the street), after being appallingly treated.

Anthorn

Re. Previous posts on guaranteed speed, I never had a guaranteed speed with BT but I have one with Talk Talk: "The estimated download speed your line can handle is between 15Mb and 27.5Mb with a guaranteed minimum speed of 11.1Mb."

Re. the OP's speed problem I would be inclined to check on the speed my line can handle which could provide a stick to beat BT with: Go on any provider's web site, enter your phone number and postcode and they will tell you the speed your line can handle. For BT Wholesale lines the speed will be related to BT's Option 1 and Option 2 for fibre. Could also be that BT has missold a speed which your line cannot handle.

MrandMrstrying

warehouse wrote: »

Could BT possibly be the absolute worst for customer service out of any UK company?

I left them myself, (lucky to have Virgin in the street), after being appallingly treated.

Every thing is so slow and when using their help line it is just so frustrating.