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Poor Internet Connection with BT #845028
21st Dec 2013 8:06pm
21st Dec 2013 8:06pm
Joined: Jul 2011
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Prenton, Wirral
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Elizabeth Offline OP
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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

Last edited by Elizabeth; 21st Dec 2013 8:06pm.
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Re: Poor Internet Connection with BT [Re: Elizabeth] #845030
21st Dec 2013 8:23pm
21st Dec 2013 8:23pm
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dannysayer Offline
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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.

Last edited by dannysayer; 21st Dec 2013 8:24pm.
Re: Poor Internet Connection with BT [Re: Elizabeth] #845034
21st Dec 2013 8:30pm
21st Dec 2013 8:30pm
Joined: May 2011
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ChrisJ Offline

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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

[Linked Image]

Chris

Re: Poor Internet Connection with BT [Re: ChrisJ] #845037
21st Dec 2013 8:45pm
21st Dec 2013 8:45pm
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I have BT Infinity and are getting these speeds as a comparison. I am in Bromborough.

[Linked Image]

Re: Poor Internet Connection with BT [Re: dannysayer] #845038
21st Dec 2013 8:51pm
21st Dec 2013 8:51pm
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Prenton, Wirral
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Elizabeth Offline OP
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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

Re: Poor Internet Connection with BT [Re: ChrisJ] #845039
21st Dec 2013 8:55pm
21st Dec 2013 8:55pm
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Prenton, Wirral
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Elizabeth Offline OP
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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

[Linked Image]

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

Re: Poor Internet Connection with BT [Re: Elizabeth] #845040
21st Dec 2013 8:58pm
21st Dec 2013 8:58pm
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Posts: 90
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dannysayer Offline
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The password will the on the plastic card at back of router. It will just slide out.


Re: Poor Internet Connection with BT [Re: Elizabeth] #845041
21st Dec 2013 8:59pm
21st Dec 2013 8:59pm
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Prenton, Wirral
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Elizabeth Offline OP
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[Linked Image]

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

Re: Poor Internet Connection with BT [Re: Elizabeth] #845042
21st Dec 2013 9:01pm
21st Dec 2013 9:01pm
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Prenton, Wirral
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Elizabeth Offline OP
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Danny I have the password, the thing is when I go to troubleshoot then helpdesk it's saying I will have to change it

Re: Poor Internet Connection with BT [Re: Elizabeth] #845043
21st Dec 2013 9:01pm
21st Dec 2013 9:01pm
Joined: Sep 2009
Posts: 90
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dannysayer Offline
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Something seriously wrong there. With BT Infinity you should be getting around 30-40 mb/s

Re: Poor Internet Connection with BT [Re: dannysayer] #845045
21st Dec 2013 9:03pm
21st Dec 2013 9:03pm
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Posts: 90
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Oh yes I see. Its to make it more secure and recommends that you change it to your own.

No worries

Re: Poor Internet Connection with BT [Re: dannysayer] #845046
21st Dec 2013 9:04pm
21st Dec 2013 9:04pm
Joined: Jul 2011
Posts: 720
Prenton, Wirral
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Elizabeth Offline OP
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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?

Re: Poor Internet Connection with BT [Re: Elizabeth] #845048
21st Dec 2013 9:07pm
21st Dec 2013 9:07pm
Joined: Sep 2009
Posts: 90
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I am wireless. What computer are you using? How old is it?

Re: Poor Internet Connection with BT [Re: Elizabeth] #845050
21st Dec 2013 9:17pm
21st Dec 2013 9:17pm
Joined: Jul 2011
Posts: 720
Prenton, Wirral
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Elizabeth Offline OP
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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.






Re: Poor Internet Connection with BT [Re: Elizabeth] #845052
21st Dec 2013 9:28pm
21st Dec 2013 9:28pm
Joined: Sep 2009
Posts: 90
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dannysayer Offline
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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


[Linked Image]

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