Connection speed 'stuck' at 1152k

[martinfarrell]

Hello,

I've just returned from holiday to find that my connection speed appears to be stuck at 1152Kb even though the router reports a good (23dB) noise margin. Changing router, rebooting, using the test socket etc. etc. always results in exactly the same speed. In the past it's always renegotiated a new, but different speed in the 2-3 Mb region. BT Help don't seem to see it as a problem.

Any tips on what to do next?

[reece71079]

My connection is at 1152kbps as well been there a while now, diagnostis dsl page.

[martinfarrell]

Well it's all clear now!

BT have 'upgraded' the exchange and I had to phone BT Sales to get my broadband upgraded to

"BT Business Total Broadband Option 2 ADSL2 Next Gen" for free (apart from the new contract of coarse).

So they lower and cap my connection speed and change my contract without notice so they can get me to extend my contract. 

Now that's what I call DISGUSTING BUSINESS PRACTICE. I hope there's a cooling off period so I can cancel and convert to O2 like my other lines.

[JohnE]

martinfarrell, you indicated in your initial post that you have had at least one "profile re-set", which initially gives you 2-3 Mbps which then settles to 1152Kbps.  This would indicate stability issues on your line which result in the lower profile being applied.

[martinfarrell]

Hello JohnE,

I hope I'm not misunderstanding you - I'm not talking about IP profile but the line speed. The 2-3 MB was what I have been getting for several years. It was after my return from holiday that whatever I did resulted in a connection of 1152k. I have spoken to BT and they have told me that there was a 'bulk upgrade' to the exchange and since then my speed has been capped at 1152k/443k. They then said that to improve on this I had to ring sales and 'upgrade'.

My understanding was that BT would give me the best possible speed for the line. I now find that my line is stuck at 1152k until my new order is 'actioned' in a week's time. How can that be justified? Please note that I was not informed of this change until I questioned why my line speed was 'stuck' and in my first inquiries I was fobbed off with the usual "have you rebooted, changed line filter, used the test socket, we've checked the line and no fault was found" BT routine.

I think I'm owed is an explanation as to why my BB speed has been lowered when all the changes are at BT's end. I don't think that's too much to ask is it?

[JohnE]

I am sorry that the exchange upgrade seems to have caused a drop in your download speed.  Generally speaking, I'd regard a drop from 2-3 Mbps to 1152Kbps as a Fault.  However, the 1152Kbps may not be a breach of the Fault threshold, the speed below which we can send it to BT Wholesale as a fault.

If you can PM me some details, then I can look into this for you.  Click on my icon, you will find a "Personal Message" link.

[reece71079]

Hi John,

Ive got the same problem as well mine was capped about over a week ago to Diagnostics/DSL  Downstream capped to  1152kbps and it has not gone up since what can I do about it. I presume this is a problem BT are having.

Regards,

Stu

[JohnE]

The correct starting point when you have a problem such as this is to contact the helpdesk and have the issue investigated.  Contact Us

reece71079, I note that we have no active cases for a speed related issue for you.

Speed related issues like this require investigation.  There may be several reasons for this, a line fault, a profile change for stability reasons or service restrictions due to breach or "Fair Usage" policy, for example.