This topic

Slow broadband speed

NybbleUK — Sun, 12 Jul 2020 10:19:54 GMT

Hi,

Back on the 18th June we had a strange fault that caused our line to go off completely. I noticed because I was working at the time and my VPN to the office cut out. When I checked the line it was dead with just a huge amount of static and whistling. One of our neighbours had the exact same issue as they were on the phone at the time and it cut them off, with similar noise.

After about 5 mins the line came back and has been quiet and stable ever since. We contacted BT but they could not find anything wrong.

The side effect of this is that our broadband has now gone very slow as it now has a high noise margin (12db).

The speed has not improved since then and it is making working from home difficult, I do quite a few conference calls and work via a Remote Desktop as our office is closed, both of which don’t like the slower speed.

Seeing as the line has been up and stable is it possible to get it reset back to 6db?

Here are the last set of router connection stats I have:

02:03:28, 01 Jul.

DSL Link Up: Down Rate=3547Kbps, Up Rate=995Kbps; SNR Margin Down=12.2dB, Up=6.3dB

1.	Product Name:	HomeHub5
2.	Serial number:	+076286+1528013924
3.	Firmware version:	v0.07.08.25060-BT (Type B) Last updated 23/6/2020
4.	Board version:	01
5.	ADSL uptime:	9 days, 07:39:02
6.	Bandwidth:	995 / 3547
7.	Data sent/received:	2.4 GB / 42.3 GB
8.	Broadband username:	bthomehub@btbroadband.com
9.	BT Wi-fi:	Yes
10.	2.4GHz wireless network/SSID:	BTHub5-QZKP
11.	2.4GHz wireless connections:	Enabled (802.11 b/g/n (up to 144 Mb/s))
12.	2.4GHz wireless security:	WPA2 Only (Recommended)
13.	2.4GHz wireless channel:	Automatic (Smart Wireless)
14.	5GHz wireless network/SSID:	BTHub5-QZKP
15.	5GHz wireless connections:	Enabled (802.11 a/n/ac (up to 1300 Mb/s))
16.	5GHz wireless security:	WPA2 Only (Recommended)
17.	5GHz wireless channel:	Automatic (Smart Wireless)
18.	Firewall:	Default
19.	MAC Address:	5c:dc:96:90:7a:62
20.	VPI/VCI:	0/38
21.	Modulation:	G.992.3(ADSL2)
22.	Latency type:	Fast
23.	Software variant:	-
24.	Boot loader:	0.5.1-BT (Wed Nov 12 11:52:05 2014)

Thanks in advance for you help

Re: Slow broadband speed

imjolly — Sun, 12 Jul 2020 13:01:39 GMT

Can you post current hub stats from troubleshooting then helpdesk

Re: Slow broadband speed

NybbleUK — Sun, 12 Jul 2020 13:23:53 GMT

Hi,

The system rebooted since I last saved the stats yesterday here are the current details:

14:58:54, 11 Jul.	System start Button press (PowerButton)
14:58:37, 11 Jul.	System up

14:59:25, 11 Jul.

DSL Link Up: Down Rate=3603Kbps, Up Rate=971Kbps; SNR Margin Down=12.2dB, Up=6.3dB

1.	Product Name:	HomeHub5
2.	Serial number:	+076286+1528013924
3.	Firmware version:	v0.07.08.25060-BT (Type B) Last updated 23/6/2020
4.	Board version:	01
5.	ADSL uptime:	0 days, 23:23:52
6.	Bandwidth:	971 / 3603
7.	Data sent/received:	148.0 MB / 4.0 GB
8.	Broadband username:	bthomehub@btbroadband.com
9.	BT Wi-fi:	Yes
10.	2.4GHz wireless network/SSID:	BTHub5-QZKP
11.	2.4GHz wireless connections:	Enabled (802.11 b/g/n (up to 144 Mb/s))
12.	2.4GHz wireless security:	WPA2 Only (Recommended)
13.	2.4GHz wireless channel:	Automatic (Smart Wireless)
14.	5GHz wireless network/SSID:	BTHub5-QZKP
15.	5GHz wireless connections:	Enabled (802.11 a/n/ac (up to 1300 Mb/s))
16.	5GHz wireless security:	WPA2 Only (Recommended)
17.	5GHz wireless channel:	Automatic (Smart Wireless)
18.	Firewall:	Default
19.	MAC Address:	5c:dc:96:90:7a:62
20.	VPI/VCI:	0/38
21.	Modulation:	G.992.3(ADSL2)
22.	Latency type:	Fast
23.	Software variant:	-
24.	Boot loader:	0.5.1-BT (Wed Nov 12 11:52:05 2014)

Re: Slow broadband speed

NybbleUK — Tue, 14 Jul 2020 15:25:39 GMT

Hi,

Just wondering if you need any more information from me?

Thanks for you help.

Re: Slow broadband speed

JohnC2 — Tue, 14 Jul 2020 18:45:27 GMT

Hi @NybbleUK sorry your broadband connection is running slow. Would you perform a Speed Test and post the results. Also is your phone line working ok and there is no noise?

cheers

John

Re: Slow broadband speed

NybbleUK — Tue, 14 Jul 2020 23:18:44 GMT

Hi,

I have run a quiet line test and there is no noise on the live, we have not had any further issues with our phone since the one back on the 18th June.

Our download speed is usually between 4.5Mbps and 5Mbps (normally closer to 5) but at the moment it is around 3Mbps. I suspect it is because when we had the burst of noise on the 18th June it caused the SNR on our line to go from 6dB to 12dB and it hasn't dropped back again over the past month.

I appreciate that the numbers are small but when you have slow broadband every bit counts.

The speed test gave the following results:

Time Stamp Latency Download Upload

Tuesday 14 July 2020 | 23:58:52 26 Ms 3.00 Mbps 1.06 Mbps

Advanced Performance Test -

Download Test

Download speed achieved during the test was 3.00 Mbps
For your connection, the acceptable range of speeds is 1.2-4 Mbps
Your DSL Connection Rate: 0 Mbps(DOWN-STREAM),0 Mbps(UP-STREAM)
For your connection, the maximum achievable download speed is 4 Mbps
IP Profile for your line is 3.18 Mbps

Upload Test

Upload speed achieved during the test was 1.06 Mbps
For your connection, the maximum achievable upload speed is 0.83 Mbps
IP Profile for your line is 0.83 Mbps

Thank you for your help

Re: Slow broadband speed

JohnC2 — Wed, 15 Jul 2020 08:11:49 GMT

Hi @NybbleUK thanks for checking that and posting back. I've sent you a Private Message with details on how to contact the Mod team and we'll be happy to look at your connection and see what can be done to improve it.

cheers

John

Re: Slow broadband speed

NybbleUK — Thu, 16 Jul 2020 22:45:11 GMT

Hi,

I have replied to the message with all the information requested.

Thanks,

Re: Slow broadband speed

NybbleUK — Mon, 20 Jul 2020 18:23:20 GMT

Hi,

Thank you for your help. I m just writing to let you know that my broadband has reset itself back to the speed it was before we started having the issues (we are now getting about 5Mbps)

Seeing as it now appears to be working I will mark this as closed and keep my fingers crossed that it stays working at full speed.

Thanks once again for your help.