Forums Forums Enthusiast Forums A - Z Gadgets & Tech Poor Internet Connection with BT

Yes, exactly the same thing

1. Do a speed check. See what speed your getting.
2. Make sure your internet is secure, neighbours using your connection (for free) can drastically slow down your connection.
3. Your contract is for a service, if this service is not as advertised, then BT are in breach of contract.
4. Start from scratch and setup a new network.

From experience BT tests are rubbish. A computer CANNOT detect manual faults within a system, I have had issues with most internet providers. BT,Virginmedia,Orange etc. When setting up friends PC's.

Sounds more like router then!

BT should replace it as when ours went faulty they replaced ours free of charge

Reset Router maybe another option

I think after the New year we'll get on the phone with them again. (don't want to jeopardize what internet we have over Christmas, albeit shite) and will have to really see our arses with them about this. My husband works from home and relies heavily on Skype to do a lot of his business, which has become impossible.

As I said in the initial post, BT's comment was, as far as they could tell, the signal coming into the house was excellent, the problem was the wireless connection coming from the router and therefore they claim it is not their fault or problem.
I'm really not at all savvy when it comes to this kind of talk, I just don't understand it. So, I'll have to hand over the talking to my husband who knows a bit more about this type of thing than I do.
What's annoying is, before we upgraded to infinity it was fine. We decided to upgrade to make it even faster (paying an extra £5 monthly for the privilege)
Thanks to all who replied

I know this may sound daft, but has the telephone cable got a clear run to the router from the splitter and the cable going from the splitter to the telephone is that clear and not trapped under a chair or something, happened to me with the telephone sitting on a small table and it's cable got trapped by one of the tables legs and was compressed.

I will check

Inspect the cable from the router to the wall. Run you finger and thumb the whole length.

There shouldn't be any nicks creases in the cable.


The problem does sound physical router / cable / data point.

The stats page on the router can help tune into the problem. It can tell us if there is noise on the line. Connection speed at the router, which inturn helps to point the problem back at BT. Also confirming with you an engineer is required and not a chargeable call out.

If you dont get the answers from BT ring back until you get the service you expect.

Elizabeth,

I would go to this forum :-

https://community.bt.com/t5/BT-Infinity-Speed-Connection/bd-p/BTInfinity

And post your problem there, when I had infinity installed last February I had problems with connections dropping out (not speed) but I posted on the BT forum and the moderators on there (BT employees) took over the problem completely and even organised engineer visits to overcome the problem.

It took three visits in total to finally resolve things but the moderation team were excellent, keeping in touch to see how things were going and by doing it that way it avoids the hell that is putting yourself in the hands of the BT call centre.

I would stress that you need to be sure that the fault is caused by the BT equipment/connection before any visits take place as they will charge you if the fault is due to wiring after the master socket, but the moderators will talk you through some simple fault finding to determine what the likely cause is before escalating things.

Good luck

Are these speed tests accurate do you think ?That speedtest isnt just for BT is it? --Just wondered because I wasnt particularly aware I had a speed issue with my Sky ,but I did the test and the results dont seem that good at all, although it didnt show me what grading (ABC ) it came out at. My pc is an Acer Aspire too. Was thinking of moving to BT after Xmas so OH can continue to watch his bike racing , but maybe not if its going to be no improvement.

.76 up
2.71 down
50 ping

Depends on how far you are from the fibre cabinet but with BT Infinity I get over 60Meg download, over 17Meg up load and less than 20mS ping

The Fibre connection BT are raving about and other providers is only to the nearest cabinet. After that its good old copper wire which has its limitations.

Summary
Just because its Fibre will not mean you can achieve the fastest speeds and others. Normally on a switch provider they will do a speed test prior so you can agree to there T & C

Hard wire the laptop to the Hub see what the performance is like then,are you connecting to the right wireless network,could be connecting to another network close by.

It seems that straightening out the wire has had a positive effect on the speed I'm getting now. That and the fact we moved the printer away from the router.

These results are a lot better than they were at this time 24 hours ago



It's still not brilliant, but at this moment I'll take anything I can get!

I can't speak highly enough of the guys on the BT forum.
I had a problem a couple of months ago that got more complicated the longer it went on. Posted it on there and one of the mods handed it over to a lovely lady who followed it through every inch of the and got it sorted within 2 weeks.