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Jubeii
join:2008-02-12
| [BT] Slow connection: Poor service
Hello,
Im at my witt's end with BT at this present moment in time, i've been an internet customer with BT since there internet service started and i have never regreted it or had a problem, until now. I'am signed up to the 8 meg package, according to BT wholesale i should be able to get around 7.5meg, as im not far from my exchange. Since it rolled out in my area a couple of years ago, i have had around 7.5meg and been pleased with the service.
Last Monday, my Internet began to slow down, only short sharp dip's but has gradually got worse and worse. Now I'm downloading a roughly 7-14kbps. I went through the steps of power cycling my router, and also reseting it, no change. I then did several speeds tests, none going above 423kps Downstream, and only 248kps upstream. I used BT's Speed tester, several times i got a error message saying that it could not be done due to a problem.
At this time my BT Home hub was telling me:
Bandwidth (Up/Down) [kbps/kbps]: 448 / 5,438
With this, i began to check my filters, i had two spare (new) and changed them over to be safe, still my tests are telling me under 1meg.
I decided to phone BT, i was told a line test would be done, no problem was found. I was told to monitor it and come back in 48 hours if there was no improvement. There was no improvment, so phoned back, I was spoken to rudely and told that what my router was telling me now:
Bandwidth (Up/Down) [kbps/kbps]: 438 / 6,447
was correct and that was all there was too it, i couldent even explain anything to this gentleman, he was just constantly throwing this at me, so i phoned back the next day. This time, i was told they would check the line again, we went through the same tests again, no firewalls, test socket, power cycling, the lot. This time, there speed tester was telling me i was receiving speeds of 7.5meg, we decided to put this to the test and i was asked to try Mozilla firefox.
I had to download this programme to my system and guess what 16.4kbps download speed, as well as my browsing speed still being slow. I was told this would now be escalated and i would be phoned within 48 hours and i was, again now fault found and this now had to be a problem at my end. Same tests again, still slow speeds, i even went as far as to totally format this computer (8800, 2.4ghz quad core etc) and go from fresh. Again, slow download speeds and browsing speeds, also i do alot of gaming on this pc such as Unreal tournment 3 and such like and usually get a great ping of 40-70, it was now at 700+ lag for days.
I've just gone through the process of reinstalling the home hub's firmware and still slow browsing, and download speeds. I've been told a engineer will now be sent out, I've just done a computing course, and also built this computer and there hasn't been anything wrong till the past couple of weeks.
I have Had an engineer out, he took everything out of my loop, and put his own modem/router and laptop and did his test. He got a 6.8 meg connection with no fault, we tried it 5 times over. So we put all my kit back in the loop, and got the slow speed again. He thought this was strange so we put his laptop in my loop and he got the slow speed!
So i showed him the website BT were giving me being. BT's speed tester website which gave me the exact same speed, of which the Home Hub Gives, which he couldn't believe. We went through everything, several speed testers etc and all of it was under 0.1 meg which was whati emailed technical support yesturday.
He was here for about 1hr 30, and tried everything on this side, i phoned BT again, I was also told this time, they did another line test and could now see great packet loss and also my IP profile doesn't match the Exchange IP profile for my connection.
24 hours later Even the IP profile problem i was told, now doesnt seem to have even been put in the case notes. I then had to wait another 24 hours for a diagnostic report and for them to call me.
I then phoned the billing and capping enquires dept at BT, they said my billing was fine and my download usage was next to nothing. I phoned BT india tech again, and got quite annoyed that i had not been contacted. They put me on hold for quite a few minutes while they spoke to BT wholesale, and then asked me to go through EVERYTHING that i had done and had also been done, surelly this should be on file there end?
After this, i was on hold again and then told that BT wholesale have found out my Speed had been reduced for some unknown reason and been restricted. They said a new file will be uploaded to my IP within 48hours and i will get a courtsey call to check is all working fine.
20th Feb, and my connection is still not sorted, i've been told to keep waiting 48 hours 3x this past week. I've been call'ed 3 times to be told is been sorted, and still i am no where. Im rapidly losing my patients, i have even been told i habe always been on option 1 and pretty much called a liar by technical support, so i had to go through to the billing team for them to tell me i was on option 3, which i had bills from 2004 for. Despite all this i am Still getting under 1 meg speeds, and even had them log into my computer countless times and spoke to a supervisor so i could have my line reset.
Still this has not been sorted, and again i have to wait 48 hours for another report?
Surelly what can i now do?
I really am losing my patients,
Regards
Carl
---------------------------------------------------------------------------------- ----------------------
*Recent Tests & Information*
Etherent Connection
BT:
This Test comprises of Best Effort Test: -provides background information.
IP profile for your line is - 5500 kbps
DSL connection rate: 448 kbps(UP-STREAM) 7488 kbps(DOWN-STREAM)
Actual IP throughput achieved during the test was - 111 kbps
This test was not conclusive and further testing is required.
Router:
DSL Connection
Link Information
Uptime: 0 days, 0:16:42
Modulation: G.992.1 annex A
Bandwidth (Up/Down) [kbps/kbps]: 448 / 7,488
Data Transferred (Sent/Received) [KB/MB]: 733.00 / 7.91
Output Power (Up/Down) [dBm]: 12.0 / 19.5
Line Attenuation (Up/Down) [dB]: 10.0 / 22.0
SN Margin (Up/Down) [dB]: 22.0 / 15.0
Vendor ID (Local/Remote): TMMB / TSTC
Loss of Framing (Local/Remote): 0 / 0
Loss of Signal (Local/Remote): 0 / 0
Loss of Power (Local/Remote): 0 / 0
Loss of Link (Remote): 0
Error Seconds (Local/Remote): 0 / 0
FEC Errors (Up/Down): 0 / 0
CRC Errors (Up/Down): 0 / 0
HEC Errors (Up/Down): 0 / 0
Line Profile: Interleaved
Other Line tests (Non-bt)
Speedtester.net
486kbps Upstream
234Kbps Downstream
Speedtester.net
256kbps Upstream
448Kbps Downstream
ZDNET
You 204 Kbps
Results 4008 kbits downloaded in 19.675 sec | |
The Doctor
Vivaciti Broadband
Premium
join:2001-05-21
UK
clubs:
| Hi,
Sorry they have had you jumping through the hoops, BT are know for throttling nearly all their connections now, trouble is they have not passed this information on to the overseas script readers. From what we are hearing from different customers that have moved over from BT, is as soon as they put their new login details into their router oddly enough, their speed shot up almost instantly! | |
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