Slow speeds are where there is either a physical or data related issue causing the connection to run slower than the intended speeds.
1. Check to confirm you haven't reached your usage allowance
2. Run a speed test from the relevant site for their connection type
3. Check Kits to compare the Speedtest result with your line estimates
4. Check the phone line for dial tone and is clear of noise during a conversation or dial 17070, select opt 2 and listen to the quality of the line
5. Request a Line Test from your service provider
6. Locate and Identify the style of master socket you have.
Old Style / Slave Socket Master Socket / NTE5 Fibre Master Socket
7. If you have an old-style slave socket confirm you don’t have another socket around the house that matches the master socket
Maybe you aren't aware of the master socket or it’s in a place they don’t normally use a phone such as a hallway. It has been known for Openreach engineers to install master sockets in the loft.
C. Should you not have a master socket then have them remove all phone equipment from all other sockets in the house.
8. If you have a master socket then remove the two screws on the faceplate and take off the bottom portion of the socket, this will expose another BT phone socket normally located in the bottom of the right-hand corner of the box that is still attached to the wall.
This is commonly known as the Engineer’s test socket.
Exposing this socket will disconnect all internal extensions from the telephone circuit.
9. Rerun speed tests from the relevant site for their connection type using EXISTING equipment
10. Rerun speed tests from the relevant site for their connection type using ALTERNATIVE equipment
11. Once all these steps have been completed and if the fault is still present then basically you have done everything you possibly can internally and this is enough evidence to pass the fault to the supplier to send out an engineer to investigate
*Please note that although you have done everything you can you will need to accept the possibility of charges before an engineer can be sent out .. the charges start from £125 up to £350 + VAT.
These charges are only applied if the fault is found to be internal which covers the cost of a call out charge and any additional work that is undertaken but as long as all the above checks are completed then there should be no charge at all as you have covered all internal basis.
Topics containing frequently asked questions and common issues can be found here
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