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BT Broadband only delivering 1Mb at best

PokerPlayer

Top Member
My girlfriend has been with BT broadband for about 18 months. On a GOOD day, she gets 1Mb sync speed. At present the HomeHub stats are:

DSL noise margin: 6.00 dB upstream, 6.10 dB downstream
DSL line rate: 416 Kbps upstream, 960 Kbps downstream

She has the HomeHub plugged into the Master socket and we have tried 3 or 4 different ADSL filters to no avail. The telephone exchange is less than 2 miles away and there is a BT green cabinet at the end of her road, approximately 200 Metres away. BT have not been helpful, in fact they were uninterested in resolving the poor line speeds and were more interested in hard selling an upgrade to Infinity.

Alternative ISPs are suggesting the following speeds on their availability checkers:

Uno: 9.1 - 18.9 Mbps
Sky: 14.7 - 21.4 Mbps (Minimum 10.9 Mbps - Ofcom V.C.O.P)
Plusnet: 8 - 18 Mbsp
EE: 8.5 - 18.5 Mbps

Would I be correct in thinking that BT is under performing, or could it just be a poor line?
 

aquiss

ISP Rep
It's impossible to fully say without seeing your full line stats, including the loop att length.

Your line could also have been banded (due to being poor), however, BT will need to perform a line test for you and lift this if it's incorrectly in place.
 

Captain_Cretin

ULTIMATE Member
Has it always been this slow??

Have you tried a line reset?? (switch off and unplug all equipment for 40 minutes).

Have you tried the test socket behind the Master socket cover?

Is it an old Master socket, or a newer IP Plate Master socket?
 

PokerPlayer

Top Member
The speeds have always been poor since she moved into the house and signed up for BT 18 months ago. The hub is connected to the test socket of the master. We have just had the hub unplugged and powered off for an hour. It took about 5 minutes to stabilise, disconnecting 3 or 4 times first. The master socket is an old plastic one, possibly installed in the mid 90's when the house was built.

Poor line or poor service?
 

Mark.J

Administrator
Staff member
ISPreview Team
Can I get those stats from the HomeHub, or are they something that only BT will know?
Annoyingly BT, in their infinite wisdom, decided as part of a flawed survey that it would be best for their customers if they simply removed the full ADSL line stats from the more recent HomeHub routers.

In taking that approach they knowingly made it very difficult for end-users to get the full information on their line, which makes proper diagnosis extremely difficult. I think the relevant page on the HH4 router would normally be here:

http://192.168.1.254/index.cgi?active_page=9117

I suspect you'd need to get her login / password details for the DSL and try a different router in order to get the stats.
 

Captain_Cretin

ULTIMATE Member
If it took 5 minutes to stabilise - I would guess (very) poor line. My TPLink routers have typically taken ~30 seconds.
 

PokerPlayer

Top Member
Thanks for the replies. I think our best option is to try Uno as they have 1 month contract which will give us chance to assess the line's capabilities. If the connection is no better, then we'll have no option but to look at FTTC packages.
 
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