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#845028 - 21st Dec 2013 8:06pm Poor Internet Connection with BT
Elizabeth Offline
Veteran

Registered: 28th Jul 2011
Posts: 718
Loc: Prenton, Wirral
We have BT Infinity as our phone and internet provider. Over the last three months, after we upgraded to what was supposed to be super-dooper speed, it has gone from bad to worse. It's damn near impossible to watch anything uninterrupted on youtube etc, and even loading normal websites such as facebook or yahoo takes forever. Having phoned them on numerous occasions to complain, they eventually said that the speed coming into the house to the router is fine, the problem lies in the hub (bought by us from BT) and they maintain it is our problem and they have no responsibility to fix it.
Is there anything (cheap) to buy which will help to speed things up or are they talking through their arses and in fact should be the people who fix it?
Sadly we have a contract with them, due to end April 2015 and so are pretty much held hostage until then frown


Edited by Elizabeth (21st Dec 2013 8:06pm)

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#845030 - 21st Dec 2013 8:23pm Re: Poor Internet Connection with BT [Re: Elizabeth]
dannysayer Offline
Member

Registered: 24th Sep 2009
Posts: 90
Loc: Port Sunlight
Type into address bar 192.168.1.254

Then troubleshooting

Then help desk

Then the password off back of router

Then you should see something like this

1. Product name: BT Home Hub
2. Serial number: +068343+NQ33529853
3. Firmware version: Software version 4.7.5.1.83.8.173.1.4 (Type A) Last updated Unknown
4. Board version: BT Hub 5A
5. VDSL uptime: 8 days, 21:36:29
6. Data rate: 20000 / 79995
7. Maximum data rate: 25063 / 104276
8. Noise margin: 9.3 / 8.7
9. Line attenuation: 0.0 / 16.9
10. Signal attenuation: 0.0 / 17.0

Once you have found that copy upto number 10 back on this post.

From theses stats you can normally work out what speed the router is synced at.


Edited by dannysayer (21st Dec 2013 8:24pm)

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#845034 - 21st Dec 2013 8:30pm Re: Poor Internet Connection with BT [Re: Elizabeth]
ChrisJ Offline

Enthusiast

Registered: 22nd May 2011
Posts: 119
Loc: Chester
Elizabeth do a Speed Test and post the result "forum code" here

To see what speeds you are actually getting, mine Speed Test is below "TalkTalk Fibre Optic Broadband", I'm in Upton, Chester



Chris
_________________________
My Flickr Pics...

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#845037 - 21st Dec 2013 8:45pm Re: Poor Internet Connection with BT [Re: ChrisJ]
dannysayer Offline
Member

Registered: 24th Sep 2009
Posts: 90
Loc: Port Sunlight
I have BT Infinity and are getting these speeds as a comparison. I am in Bromborough.


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#845038 - 21st Dec 2013 8:51pm Re: Poor Internet Connection with BT [Re: dannysayer]
Elizabeth Offline
Veteran

Registered: 28th Jul 2011
Posts: 718
Loc: Prenton, Wirral
Originally Posted By: dannysayer
Type into address bar 192.168.1.254

Then troubleshooting

Then help desk

Then the password off back of router

Then you should see something like this

1. Product name: BT Home Hub
2. Serial number: +068343+NQ33529853
3. Firmware version: Software version 4.7.5.1.83.8.173.1.4 (Type A) Last updated Unknown
4. Board version: BT Hub 5A
5. VDSL uptime: 8 days, 21:36:29
6. Data rate: 20000 / 79995
7. Maximum data rate: 25063 / 104276
8. Noise margin: 9.3 / 8.7
9. Line attenuation: 0.0 / 16.9
10. Signal attenuation: 0.0 / 17.0

Once you have found that copy upto number 10 back on this post.

From theses stats you can normally work out what speed the router is synced at.


When I go to that page, it asks me to change the admin password. Not that I'm completely stupid, but I think I'll get my husband to do this tomorrow when he's sober, because then if anything goes wrong he will only have himself to blame. Will let you know how we get on tomorrow and will copy onto the post, thanks smile

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#845039 - 21st Dec 2013 8:55pm Re: Poor Internet Connection with BT [Re: ChrisJ]
Elizabeth Offline
Veteran

Registered: 28th Jul 2011
Posts: 718
Loc: Prenton, Wirral
Originally Posted By: ChrisJ
Elizabeth do a Speed Test and post the result "forum code" here

To see what speeds you are actually getting, mine Speed Test is below "TalkTalk Fibre Optic Broadband", I'm in Upton, Chester



Chris

I've clicked on the link 4 mins ago and it's still loading, so that in itself is an indication of how shite my connection is frown Still waiting now for the page to load

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#845040 - 21st Dec 2013 8:58pm Re: Poor Internet Connection with BT [Re: Elizabeth]
dannysayer Offline
Member

Registered: 24th Sep 2009
Posts: 90
Loc: Port Sunlight
The password will the on the plastic card at back of router. It will just slide out.

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#845041 - 21st Dec 2013 8:59pm Re: Poor Internet Connection with BT [Re: Elizabeth]
Elizabeth Offline
Veteran

Registered: 28th Jul 2011
Posts: 718
Loc: Prenton, Wirral


this is what I got Hopefully I've copied it correctly

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#845042 - 21st Dec 2013 9:01pm Re: Poor Internet Connection with BT [Re: Elizabeth]
Elizabeth Offline
Veteran

Registered: 28th Jul 2011
Posts: 718
Loc: Prenton, Wirral
Danny I have the password, the thing is when I go to troubleshoot then helpdesk it's saying I will have to change it

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#845043 - 21st Dec 2013 9:01pm Re: Poor Internet Connection with BT [Re: Elizabeth]
dannysayer Offline
Member

Registered: 24th Sep 2009
Posts: 90
Loc: Port Sunlight
Something seriously wrong there. With BT Infinity you should be getting around 30-40 mb/s

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#845045 - 21st Dec 2013 9:03pm Re: Poor Internet Connection with BT [Re: dannysayer]
dannysayer Offline
Member

Registered: 24th Sep 2009
Posts: 90
Loc: Port Sunlight
Oh yes I see. Its to make it more secure and recommends that you change it to your own.

No worries

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#845046 - 21st Dec 2013 9:04pm Re: Poor Internet Connection with BT [Re: dannysayer]
Elizabeth Offline
Veteran

Registered: 28th Jul 2011
Posts: 718
Loc: Prenton, Wirral
Originally Posted By: dannysayer
Something seriously wrong there. With BT Infinity you should be getting around 30-40 mb/s


I know frown Are you wireless or hard wired in when doing that test by the way?

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#845048 - 21st Dec 2013 9:07pm Re: Poor Internet Connection with BT [Re: Elizabeth]
dannysayer Offline
Member

Registered: 24th Sep 2009
Posts: 90
Loc: Port Sunlight
I am wireless. What computer are you using? How old is it?

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#845050 - 21st Dec 2013 9:17pm Re: Poor Internet Connection with BT [Re: Elizabeth]
Elizabeth Offline
Veteran

Registered: 28th Jul 2011
Posts: 718
Loc: Prenton, Wirral
It's an Acer Aspire, about 2 years old. My son's computer is just 4 months old (an HP) and he's having the same problems. Husband's laptop (6 months old) not sure of make and he's snoring in the chair so I can't ask him! But we all have same problem.

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#845052 - 21st Dec 2013 9:28pm Re: Poor Internet Connection with BT [Re: Elizabeth]
dannysayer Offline
Member

Registered: 24th Sep 2009
Posts: 90
Loc: Port Sunlight
So its either the line coming into the house or the router.

Where is the router plugged into.

Is it plugged into something like this



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