I've been performing all the speed tests whilst connected via ethernet, with the router plugged into the BT master test socket. I'm using both the TBB checker and the BT Wholesale checker, I've also done BT Wholesale test 3 where I've changed the HH's username and connected directly to BT wholesale and it gives the same readings. Most of my readings have been taken in the evening after work, however I've taken some first thing in the morning and other than one this morning where I got 18 down, 5 up they've also been terrible.
This is what the BT availability checker says about my line:
Exchange NEWCASTLE WEST is served by Cabinet 32
VDSL Range A (Clean) 54.3 / 40 / 10.3 / 7.2
VDSL Range B (Impacted) 40 / 20.2 / 8.5 / 4.6
To me it seems like there's obviously something wrong, so I called BT customer services this evening and waited for an hour and twenty minutes to speak to someone. When they finally answered they undertook some kind of diagnostic procedure, told me my line was fine and that I just needed to restart the router and "keep it away from any walls or electrical devices". When I told them I wanted an engineer to come out they just kept repeating the script.
We went round in circles for a bit and eventually I got fed up and told them I wasn't happy and wanted to make a formal complaint. I was told "Yes, the complaint is fine, I'm taking notes", I said that I wanted to make a formal complaint and wanted to know what their procedure was, when they'd investigate and when I'd hear from them (I know... haha). We went around in circles until I asked to speak to his supervisor at which point he cut me off.
Can anyone offer any suggestions as to what I can do next? I feel like I'm stuck with a broadband connection below the guaranteed minimum but there's nothing I can do about it? I'm at a loss as to what I can do.
In case they're of any use my line stats are:
5.07 kbps / 19.99 kbps
Maximum data rate:
5074 / 23695
6.2 / 5.2
Speed 1152 kbps / 288 kbps
Attenuation 63 db / 16 db
Noise Margin 9 db / 3 db
Edited by Danger (Thu 22-Sep-16 22:07:09)