Should you be experiencing a slower than expected broadband speed using an ADSL or FTTC connection then please read the following items. Following this guide will help us establish where the problem might lie.

If your problem proceeds to a request for an engineers visit the following the procedures may help you avoid any engineer charges. It must be noted that if you request us to arrange an engineer visit and the engineer does not find a fault on the line then you will be liable to pay for his visit. Any fault that is on your side of the provider’s termination (which is normally behind the master socket faceplate) is your responsibility.

We appreciate that in some situations the speed of the connection can be so low making running speed tests seem impossible. However, you still need to try. BT Wholesale doesn’t trust the results from any speed test other than their own and require it to be attempted before we can raise a fault with them. This is a mandatory step.

If you get a result which you believe is unacceptable click on the‘Further Diagnostics’ button. The results of this test are lodged with BT, they will take no action on them however they are accessible later to back up any complaints of an unacceptable service.

Make sure that at least 3 tests are run, but you’ll need to allow 2 hours between the tests. Copy and paste the results page generated to us (no screen shots necessary), along with the date and time run. Although we should be able to access these results via the BT Wholesale portal, they’re not always available, hence the request to email them across to us.

IMPORTANT NOTE ABOUT SPEED TESTS:

• Only run speed tests with a computer (not a mobile device) connected via an RJ45 cable to your router
• Never run using WiFi connectivity. The wireless signal itself could be the cause of the speed problems
• Ensure the bandwidth isn’t being utilized by other applications at the same time

1: Check ADSL filters
Ensure that all telephone sockets in use are fitted with an ADSL filter. If not fit filters or unplug the equipment using them.

2: Check for noisy phone line:
Listen for any audible noise on the phone line. Use a conventional phone for these tests not the DECT type (any noise on a DECT phone may be on it's wireless connection, not the phone line). Noise on a phone line for voice issues can cause the connection to drop intermittently and it can severely reduce the performance of the line. There is a really quick test any customer can complete using a handset:

1. Dial 17070
2. When you dial this Openreach test number the phone line number will be read back to you.
3. If you press '2' from your keypad you can access the 'Quiet Line Test' facility which allows you a chance to carefully listen for any noise and crackles on the line.
4. If there is noise present carry out the following checks:
   • Remove everything connected to your phone line apart from the phone you are using and check again. If the noise is gone the fault may lie with the equipment that was disconnected.
   • If the noise is still heard check by plugging the phone into the master test socket. See ‘Using the master test socket’ below.
   • Any noise now heard will be due to either the phone line or your telephone, if possible eliminate your phone as the source of the noise by substituting another phone.

If it is apparent that the line isn't as clear as it should be this should be reported to the phone line provider with emphasis placed on the quality of the voice call as opposed to any broadband issues. Resolving noise issues can help broadband fault conditions dramatically.

An engineer attending the fault will perform their tests using the master socket and if they do not find a fault on the line you will be liable to pay for the visit.

3: Check modem/router in the master socket
If you have not found or fixed the fault after the above steps the final check is to try the modem with filter in the master socket, doing this will eliminate everything apart from the modem, it's filter and the telephone network. If your broadband works as it should in the master socket then the fault is in your own phone wiring or attached equipment. The only way to reasonably confirm the fault is with the telephone network is to:

1. Test again using a different filter.
2. Substitute different modem/router which has been configured for your connection.

If you are confident that there is a fault in the phone line then please contact us if you wish us to arrange an engineer visit. Remember that if the problem is caused by a noisy line it must be the phone line provider from whom you should request the engineer visit.

The BT master socket is where the phone line terminates after entering the building and can usually be recognized by it's horizontally split face plate. The master test socket is located behind this faceplate. To access the socket:

1. Remove the two small screws on the faceplate
2. Carefully take out the bottom half of the socket 3. On the right hand side you should now be able to see the test socket 4. Plug a corded phone you know works properly into the test socket

IMPORTANT:
When an engineer visits he will conduct his line tests from the Test Socket, if he finds no fault then there may will be a charge for the visit and he is not obliged to help any further, however may at his discretion offer you some further assistance or advice.

There will not be a charge for the visit if the fault is traced to the BT network, including the copper line, the cabinet and exchange equipment.

The visit will be chargeable if:

• The fault is found to be in the End User’s (EU) side. This includes anything past the master phone socket. It includes the customer’s router, cables, filter, extension wiring, internal non-BT wiring (for example wiring put in by an alarm engineer).
• The fault is found to be voice affecting. If your line doesn’t work for voice calls, then don’t expect it to function normally for broadband. Sending a broadband engineer to fix the voice issue is the wrong option.
• The engineer judges that there is “no fault is found” or the line is “right when tested”
• When the engineer attended they couldn’t gain access to the premises. Please note that they are not obliged to call you prior to attendance. If a slot of booked it is expected that you are present and ready to accept the engineer

Engineer visit charges range from £90 to £250 (exclusive of VAT) per visit depending on the reason for the charge and how much work was done by the engineer investigating and trying to fix a fault.