This topic

Slow Broadband speeds

akbar — Fri, 24 Jul 2020 09:04:36 GMT

So i have BT Fibre 1 package and my internet is really slow. It caps at 16mbps. Its been like this for a while now

I have spoken to BT and they sent an engineer out. All he did what check the speeds from the sockets and coming out of the router. There is apparently 27mbps coming out of the router so theres no issue and he cant do anything. No Help at all!!!

There are no issues in the area also (Only issue is slow max capabilities of speed but we don't even get that) Apparently there is 27mbps coming out of the sockets but how is it possible not to go to all devices. Ive split the frequency and am connected to 5ghz

If i run an online speed test i get 16mbps or lower, a BT speed test 16mbps or lower

What else can i do???

Re: Slow Broadband speeds

akbar — Fri, 24 Jul 2020 13:09:02 GMT

Stats from https://www.broadbandchecker.btwholesale.com/#/ADSL/telephoneHome

Telephone Number ***** on Exchange LAISTERDYKE is served by Cabinet 19

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream HandbackThreshold(Mbps) WBC FTTC Availability Date WBC SOGEA Availability Date Left in JumperHigh Low High Low VDSL Range A (Clean)
VDSL Range B (Impacted)

37.8	22.4	7.6	5.4	18	Available	Available	--
36.2	19.3	7.5	5	15	Available	Available	--

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install ProcessFTTP on Demand

330

Available

ADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) ADSL Availability Date WBC SOADSL Availability Date Left in JumperWBC ADSL 2+WBC ADSL2+ Annex MADSL MaxWBC Fixed RateFixed Rate

Up to 6.5	--	5.5 to 7.5	Available	Available	--
Up to 6.5	Up to 1	5.5 to 7.5	Available	Available	--
Up to 5.5	--	4 to 8	Available	Available	--
2	--	--	Available	Available	--
2	--	--	Available	--	--

Observed Speeds VDSLMax Observed Downstream SpeedMax Observed Upstream SpeedObserved Date

18.34

5.58

2020-05-20

Other Offerings Availability DateVDSL MulticastADSL Multicast

Available

Premise Environment StatusBridge TapVRINTE FacePlateLast Test Date

15-07-2020

FTTP is not available.

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

The Stop Sale date for IPstream is from 30 Nov 2012. the Formal Retirement date for IPstream is from 30 Jun 2014.

If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

Thank you for your interest

Re: Slow Broadband speeds

imjolly — Fri, 24 Jul 2020 09:52:51 GMT

in order for the forum members to help please can you post the stats from your router (if hub enter 192.168.1.254 in your browser) and if HH5 then go to troubleshooting then helpdesk and if HH6/SH2 then advanced settings then technical log information .

Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal

are you using the master socket? have you tried using the test socket with a filter to see if speed improves

run btspeedtester and post results must be done with ethernet connection not wireless

https://www.speedtest.btwholesale.com/

Someone may then be able to offer help/assistance/suggestions to your problem

Re: Slow Broadband speeds

akbar — Fri, 24 Jul 2020 10:00:06 GMT

Yes were are using master socket, with two sockets installed by BT

Product name:

BT Hub 6A

Serial number:

+084319+NQ73313281

Firmware version:

SG4B1000E020

Firmware updated:

15-Mar-2020

Board version:

1.0

Gui version:

1.115.0

DSL uptime:

0 Days, 14 Hours 42 Minutes 35 Seconds

Data rate:

5.47 Mbps / 18.38 Mbps

Maximum data rate:

5489 / 17847

Noise margin:

6 dB / 5.8 dB

Line attenuation:

41.1 dB

Signal attenuation:

26.3 dB / 41.1 dB

VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

13 GB Uploaded / 23 GB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Active

2.4 GHz wireless network name:

BTHub6-2C5M

2.4 GHz wireless channel:

Smart (Channel 1)

5 GHz wireless network name:

BTHub6-2C5M-5

5 GHz wireless channel:

Channel 36

Wireless security:

WPA2 (Recommended)

Wireless mode:

Mode 1

Firewall:

MAC address:

58:90:43:23:86:81

Software variant:

Boot loader:

7.33.1

Done with Ethernet

PING

DOWNLOAD

12.51

Mbps

UPLOAD

5.10

Mbps

Re: Slow Broadband speeds

imjolly — Fri, 24 Jul 2020 10:13:30 GMT

connection time is only 14hrs was that hub dropping connection or manual reset

quiet line test?

which exchange and cab are you on - was at top of dslchecker result

Re: Slow Broadband speeds

akbar — Fri, 24 Jul 2020 10:20:04 GMT

exchange LAISTERDYKE and cabinet 19 i believe

Dong quiet line test i can hear a crackle

Manual reset as speed went down to 1mbps

Re: Slow Broadband speeds

imjolly — Fri, 24 Jul 2020 10:35:08 GMT

if you can hear a crackle on your line the you need to report a phone fault to 151 not a broadband fault

you need to try and avoid resetting the hub as line will show as unstable with the result the DLM will take action by reducing speed and increasing noise margin

Re: Slow Broadband speeds

akbar — Fri, 24 Jul 2020 10:36:59 GMT

its just a slight crackle, constant though. would this effect the broadband???

The speed dropped immensely and only way to fix was reset

Re: Slow Broadband speeds

akbar — Fri, 24 Jul 2020 10:37:22 GMT

shouldnt the openreach engineer checked this?

Re: Slow Broadband speeds

Shropshire53 — Fri, 24 Jul 2020 11:10:58 GMT

I'm not an expert but my "beef" is that I have only just found out, after years of being with BT, that their system caps the BB speeds at significantly lower than their guaranteed minimum. I have been paying for superfast which BT says will deliver 49 mbs minimum. My long term average is 35 at best which based on other comments I suppose I should be grateful for! To add insult to injury BT keep trying to sell me Halo at greater cost when it seems to me that, given the cap, it would be a complete waste of time/money.

I only found out about the cap when BT eventually sent an engineer out after years of telling me it must be our internal wiring that was at fault (the engineer confirmed that it was not). It seems to me that if the infrastructure can not deliver the speeds advertised that is poor but understandable. What I object to is paying for something that I can not possibly receive and to boot not having been told the facts. No doubt this is all buried in BTs voluminous T&Cs but that is not of much help for Joe public. Rant over - I will be complaining!

Re: Slow Broadband speeds

akbar — Fri, 24 Jul 2020 11:15:36 GMT

i totally agree with you and feel your pain brother. I feel like we're in the exact same situation here. i should get 36mbps but i get 16. the infrastructure 100% needs improved, gigafast internet in many places now and i cant even get over 16mbps. Crazy

Re: Slow Broadband speeds

Carlusha — Fri, 24 Jul 2020 11:22:35 GMT

@akbar

If I was you, I would edit out your personal phone number from your second post. Remember, this is a public forum in that you don't even need to be logged in to read the many posts.

Re: Slow Broadband speeds

PaddyB — Fri, 24 Jul 2020 11:22:44 GMT

Hi @akbar,

Thank you for posting. I'm sorry you've been having problems with your connection. If you can hear a crackle when doing the quiet line test, this would indicate that there is a fault on your line. Any noise on the line could affect your Broadband connection. If you give 151 a call they'll be able to run a few checks on your line.

Thanks

PaddyB

Re: Slow Broadband speeds

akbar — Fri, 24 Jul 2020 11:25:17 GMT

ah your right! how do i edit?

Re: Slow Broadband speeds

Shropshire53 — Fri, 24 Jul 2020 11:29:18 GMT

Agreed! I forgot to say when the engineer visited he removed the cap. He told me to wait a few days when hopefully it would stabilise higher - the day after I did one test that showed 51mbs. However my joy was short lived as the next few tests were in the 20s before stabilising again around the mid 30s as it was before the engineers visit which presumably means that "the system" has re-imposed the 40 mbs cap that previously applied. The engineer said you need a higher cap to get a certain speed so e.g. 49 would require a cap of say 55 and 40 will get you what I get at 35 ish

The cynic in me can't help wondering whether the cap (which is supposed to be the max speed at which you can get a stable connection) is more about spreading BTs BB capacity around the demand locally.

Re: Slow Broadband speeds

imjolly — Fri, 24 Jul 2020 11:29:36 GMT

you can't edit your post now as you only have an hour after posting to edit I have asked mod to delete number

your connection speed range is anything between 37/22mb as per dslchecker getting 36mb is top end and from what you have already posted seems unlikely

Re: Slow Broadband speeds

imjolly — Fri, 24 Jul 2020 11:31:27 GMT

@Shropshire53

if you have a problems with your connection or connection speed then start your own thread and post hub stats and dslchecker results

Re: Slow Broadband speeds

akbar — Fri, 24 Jul 2020 12:13:08 GMT

ok so now theres an issue on the line? why didnt the openreach engineer check this when he came? and when he did his checks why is he getting 26mbps on his device as to what im getting

This is the problem with BT, nothing makes sense

Re: Slow Broadband speeds

imjolly — Fri, 24 Jul 2020 12:18:09 GMT

you need to start by phoning 151 and reporting phone fault once fixed broadband should improve with a quiet line

Re: Slow Broadband speeds

Shropshire53 — Sat, 25 Jul 2020 11:51:49 GMT

Further to my earlier comments posted on this string and in the interests of balance and giving credit where credit is due I am delighted to report that, following a visit from another BT engineer, my BB connection is now working brilliantly. The issue with my line related to the connection where the copper cable joined to our house cabling. This engineer kindly explained about the cap referred to in my earlier post and, it seems that the earlier engineer was not correct in what he was telling me and this, in turn, added to my scepticism which it turns out was unfounded. I gather that some of the engineering work is sub-contracted and it seems that not all of the contractors are up to the same quality as the Openreach people. Now enjoying 50 mbs DL and 9 UL (v 35 and 3.5)!!
So, my advice for what it's worth is keep pressing until you get your issue sorted.