This topic

Broadband speed

DatChu — Wed, 10 Jun 2020 06:36:53 GMT

Hello, I've been having issues with my broadband speed for the past month. My broadband package is currently 'Fibre 1' that has 67-73Mb download speed range with guarantee 62Mb minimum. I've been doing daily speed test for the past month and I've always been getting 34-38Mb only. The upload speed and ping are completely fine but the download speed is having big issues. I haven't seen it reach 60Mb+ in over a month now. I'm also currently using an ethernet cable connected directly to my PC.

I've restarted my BT Smart Hub many times, but the problem doesn't get solved doing that.

Is there anything I should do to fix this problem?

Re: Broadband speed

JohnC2 — Wed, 10 Jun 2020 10:54:36 GMT

Hi @DatChu sorry that your speed has dropped. Have you checked the telephone line for any noise interference? Dial 17070 on a corded phone preferably and the line should be quiet, if using a cordless phone you may hear a slight hum.

Also can you post your hub stats? As you are using the BT Smart hub you can get your connection stats by, Opening a new web browser on your connected device and type 192.168.1.254 or bthomehub.home into the address bar. This will open the Hub Manager. Click ‘Advanced Settings’ and then ‘Technical log’

cheers

John

Re: Broadband speed

imjolly — Wed, 10 Jun 2020 10:57:47 GMT

in addition to info requested by @JohnC2 can you enter your phone number and post results remember delete number

https://www.broadbandchecker.btwholesale.com/#/ADSL

Re: Broadband speed

DatChu — Wed, 10 Jun 2020 11:31:18 GMT

Product name:

BT Hub 6A

Serial number:

+084316+NQ75140337

Firmware version:

SG4B1000E020

Firmware updated:

14-Mar-2020

Board version:

1.0

Gui version:

1.115.0

DSL uptime:

0 Days, 1 Hours 52 Minutes 45 Seconds

Data rate:

14.17 Mbps / 38.88 Mbps

Maximum data rate:

14174 / 40136

Noise margin:

6.1 dB / 6.3 dB

Line attenuation:

20.7 dB

Signal attenuation:

17.7 dB / 20.7 dB

VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

94 MB Uploaded / 737 MB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Active

2.4 GHz wireless network name:

BTHub6-R9GM

2.4 GHz wireless channel:

Smart (Channel 11)

5 GHz wireless network name:

BTHub6-R9GM

5 GHz wireless channel:

Smart (Channel 44)

Wireless security:

WPA2 (Recommended)

Wireless mode:

Mode 1

Firewall:

MAC address:

3C:17:10:77:55:53

Software variant:

Boot loader:

9.2.0

Re: Broadband speed

DatChu — Wed, 10 Jun 2020 11:33:33 GMT

Hi imjolly,

Just for confirmation, which phone number do you need in that link? Home or mobile?

Re: Broadband speed

pompey1898 — Wed, 10 Jun 2020 11:42:43 GMT

Home

Re: Broadband speed

DatChu — Wed, 10 Jun 2020 11:56:57 GMT

Re: Broadband speed

pippincp — Wed, 10 Jun 2020 12:36:36 GMT

Quiet line test? 17070 option 2.

Re: Broadband speed

imjolly — Wed, 10 Jun 2020 12:42:10 GMT

are you connected to the master socket or better still the test socket with a filter to see if that improves your conenction speed if you connect to test socket then repost your hub stats

Re: Broadband speed

DatChu — Fri, 12 Jun 2020 13:27:49 GMT

Sorry for the delayed reply, imjolly.

This is what it's connected to:

Re: Broadband speed

imjolly — Fri, 12 Jun 2020 13:31:04 GMT

so it is connected to test socket

try quiet line test dial 17070 option 2 should be silent and best with corded phone

Re: Broadband speed

iniltous — Fri, 12 Jun 2020 13:41:31 GMT

You don’t appear to have a phone plugged in , as already advised you probably need to do a quiet line test and if any noise present report it , a noisy line would affect your broadband, your speed does seem to be well below what the line would be expected to deliver, you could always call your provider and ask them the check

Re: Broadband speed

DatChu — Fri, 12 Jun 2020 13:49:50 GMT

Hi, unfortunately we don't have any or use the house phone. Is there any other way around this?

Re: Broadband speed

imjolly — Fri, 12 Jun 2020 14:01:51 GMT

the most basic check when you have broadband problems is to ensure you have a dial tone and also if line silent - no noise

Re: Broadband speed

DatChu — Fri, 12 Jun 2020 14:21:05 GMT

What do you recommend me to do now to fix my speed?

Re: Broadband speed

imjolly — Fri, 12 Jun 2020 14:27:00 GMT

the best way would be to get or borrow a phone to test your line

you can always phone customer services and get engineer visit but if problem in your home wiring or setup then you will probably be charged £85 for callout there is no charge if problem outside you home which the line test would establish

Re: Broadband speed

pippincp — Fri, 12 Jun 2020 16:36:57 GMT

There appears to be 2 cables connected to the master socket, if so the master has been wrongly wired. Any extention should connect to the faceplate.