Very unhappy with the broadband. Have i made a huge mistake?

[EnimaL]

It was part of the process of starting a smart home that i swithed provider, now regretting it greatly. The signal drops when offices are close and throughout weekend. Often you have to spend the Saturday on the phone to costumer service. Last weekend i had to watch tv using my mobile! This morning i get 7mg (I was promised 35mg minimum). I work 9 to 5 and out at 7am often comes home after 21:00.

Unable to watch tv and now go to the pub to watch foodball because the signal strength is not supported. Is anyone experiencing this? Thinking of a way of going back to my previous provider, because at least they didn't drop the signal below 15mg. Now on Saturdays i often 345kg not enough to even browse internet.

This is what I get when I try to watch BBC on tv. So frustrating to start every day like this.

[Christopher_G]

Hi @EnimaL

Welcome to the community. 

Is it just the TV that you're having problems with? Is it on more than one app?

Have you tried the troubleshooting on the improve your broadband speeds help page.

Chris

[XRaySpeX]

Welcome to EE's Home Broadband Forum.

If you would like help with your BB speed or connection issues, please would you carry out the following steps for starters, which will enable us to diagnose the problem and advise you further. Do not restart your router to do these tests:

1. Post your full router stats.

For a BrightBox: login and go to Advanced Settings/ System/ DSL Status. Also post 'System Uptime' from top of System Log page.

For a SmartHub: login and go to Advanced Settings/ Technical Log/ Information.

Full router stats are key to any speed & connection issues.

2. Try a wired speedtest, using an Ethernet cable supplied with the router, here http://www.thinkbroadband.com/speedtest.html . Click on the "Results Page" button at the bottom of the graph you first see and then copy to here just the "Link to this result:" link that you see below the next main graph.

3. What exchange are you connected to? If you don't know use: http://www.samknows.com/broadband/exchange_search and post the URL of your exchange page.

4. What does BT Broadband Availability Checker estimate for your phone number? Post just the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number, use the Address Checker, not the Postcode Checker.

[EnimaL]

This doesn't explain why it keeps dropping and usually when the telephone support offices are closed. 20:50, I'm getting around 8.5mb when the minimum promised is 35mb. Two wifi checking software are indicating similar speed. So basically I have to come here, post this and browse using my mobile data for the night. Then tomorrow at 7am the speed will be up to 45 to 50mb. I guess that's how it is. Strying to go through the normal procedure and cancel this rubbish. Really regretting it since day one 

[XRaySpeX]

I wasn't trying to explain anything yet. I was just trying to gather some facts about your line, so that I may be able to help you & even explain things, but w/out which I shall be unable to do so. It's up to you whether you want to help me to help you.

[EnimaL]

Yes but you are asking for technical stuff very easy for you but try to ask these to someone with very limited knowledge in IT.  And specially after a gruelling day at work, you want to come home and unwind, If you have to go trough these technicalities in order to watch TV then is it worth it? At least when telephone support is available when it happens then you can talk to someone and try to fix it. But it always drops around 20:00 when I get back from work and in the mornings around 7 am it's back on normal. Do you think going through those links and emailing you tables can enable you to find out why this is happening? Last time I couldn't watch the tv at home and went to the pub instead and never bother since. I got frustrated tonight because I couldn't watch the Newcastle game hence I came here to post.

[EnimaL]

BTW I'm using my mobile data to post this as the wifi wont allow it. How convenient!

[XRaySpeX]

No IT knowledge is required. I've given you all the instructions. I've not asked to email me anything; just to post the results on this forum.  I can't guarantee anything but with this info I might be able to help you; without it I can do nowt further.

[Leanne_T]

Hello there @EnimaL

Thanks for coming to the community 🙂

I would like to help you with your broadband connection, to do this I have sent you a private message on here for some details.

Speak soon 🙂

Leanne.