This topic

Broadband Speed drops each Saturday when 4k TV is on

Liquoriceman — Sat, 17 Oct 2020 11:54:09 GMT

For a number of weeks now every Saturday afternoon when the Premier League games are shown my broadband speed drops significantly and the game won't show on the Ultra HD channel.

I have run a BT speed test each week and it tells me that the speed is below my guaranteed minimum and it will be investigated but then a few days later always says they couldn't monitor my speed so my guarantee was void.

Today the BT speed test doesn't even start telling me to try again in 15 minutes.

Will the guaranteed speed ever be restored and maintained at all times or do I have the right to leave?

Re: Broadband Speed drops each Saturday when 4k TV is on

imjolly — Sat, 17 Oct 2020 12:28:56 GMT

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 .

enter your phone number and post results remember to delete number https://www.broadbandchecker.btwholesale.com/#/ADSL

the handback speed is connection speed to hub not download speed - there is no ISP guarantees download speed are you connecting wireless or ethernet?

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

Re: Broadband Speed drops each Saturday when 4k TV is on

Liquoriceman — Sat, 17 Oct 2020 12:51:22 GMT

Hi,

Results below. The TV is connected by Ethernet.

Product code:Smart Hub 2

Serial number:+091298+1924019161

Firmware version:v0.21.03.07094-BT

Firmware updated:Sun Sep 27 20:16:00 2020

Board version:R01

GUI version:1.56 15_02_2019

DSL uptime:5 days,11 Hours54 Mins23 Secs

Data rate:10.253 Mbps / 36.895 Mbps

Maximum data rate:10.291 Mbps / 36.865 Mbps

Noise margin:6.1 / 6.1

Line attenuation:5.8 / 19.6

Signal attenuation:5.8 / 23.0

VLAN id:101

Upstream error control:Off

Downstream error control:Off

Data sent / received:3.7 GB Uploaded / 33.6 GB Downloaded

Broadband username:bthomehub@btbroadband.com

BT Wi-fi:Activated

2.4 GHz wireless network name:BT-HSA8PG

2.4 GHz wireless channel:Smart (Channel11)

5 GHz wireless network name:BT-HSA8PG

5 GHz wireless channel:Smart (Channel36)

Wireless security:WPA2

Wireless mode:Mode 1

Firewall:On

MAC address:04:A2:22:3E:9F:FC

Software variant:-

Boot loader:0.1.7-BT (Thu Nov 30 09:45:22 2017)

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)

48.3	35	12.3	7.2	32.4	Available	Available	--
47.4	33.8	12	6.4	29.5	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+ADSL MaxWBC Fixed RateFixed Rate

Up to 3.5	--	2 to 6	Available	Available	--
Up to 2.5	--	1.5 to 5	Available	Available	--
1	--	--	Available	Available	--
1	--	--	Available	--	--

Observed Speeds VDSLMax Observed Downstream SpeedMax Observed Upstream SpeedObserved Date

36.89

10.25

2020-10-13

Other Offerings Availability DateVDSL MulticastADSL Multicast

Available

Premise Environment StatusBridge TapVRINTE FacePlateLast Test Date

07-10-2020

Exchange Product Restrictions StatusFTTP Priority ExchangeWLR WithdrawalSOADSL Restriction

Re: Broadband Speed drops each Saturday when 4k TV is on

imjolly — Sat, 17 Oct 2020 13:47:41 GMT

stats look ok with connection speed of 36mb right a bottom of expected speed range and has been stable for 5 days. are you using the master socket at present? have you tried using test socket with a filter to see if that improves your connection speed?

Re: Broadband Speed drops each Saturday when 4k TV is on

Anonymous — Sat, 17 Oct 2020 14:37:32 GMT

What is your gauranteed minimum speed? the recommended minimum for 4K TV is 44Mb/s.

https://www.bt.com/help/bt-sport/poor-picture-quality-on-the-bt-sport-ultimate-channel

Re: Broadband Speed drops each Saturday when 4k TV is on

Liquoriceman — Sat, 17 Oct 2020 16:04:46 GMT

I think I am on 27Mbs

It is absolutely fine all week apart from when Live Premier League games are being shown - usually on Saturday afternoons.

I assume there is a larger demand at that time and perhaps average speeds are dropping across the local supply? But that doesn't help me watch the football in 4K!

Using a speed tracker app the average is usually around 30Mbs but every Saturday it literally halves or less as you can see below.

Re: Broadband Speed drops each Saturday when 4k TV is on

Anonymous — Sat, 17 Oct 2020 20:32:27 GMT

Are you conducting the speed tests over Wi-Fi? if so the results will almost certainly be false. Run the tests again with an ethernet connection or better still from the hub (on SH2, http://192.168.1.254/basic_-_broadband_performance_test.htm then click on "Test My Speed")

Re: Broadband Speed drops each Saturday when 4k TV is on

Liquoriceman — Sat, 17 Oct 2020 21:33:06 GMT

Similar test results were coming from the BT App too but they don't get recorded.

The "test my speed" option isn't working on that link (as it wasn't through the BT App either) and I'll have to wait until next Saturday again now for the next game to see if it drops again - assuming the option to "test my speed" through BT is working again by then.

Re: Broadband Speed drops each Saturday when 4k TV is on

Liquoriceman — Sun, 18 Oct 2020 11:42:46 GMT

This is the message I get when attempting a BT Speed test from the My BY App:

From the link advised to use above - it asks for my login details but then can't move forward (the link below it also asks for my login details and does connect).

Re: Broadband Speed drops each Saturday when 4k TV is on

Anonymous — Sun, 18 Oct 2020 11:53:12 GMT

I've seen that message before, in my case, usually when I'm streaming a BT TV channel and I've got fibre 100 so I should have bandwidth to spare

Re: Broadband Speed drops each Saturday when 4k TV is on

NigelB72 — Sun, 18 Oct 2020 14:36:41 GMT

It seems like local congestion could be causing your speed to drop at the weekend. Watching live sport in 4k would be pushing your connection to its limits during peak times.

Re: Broadband Speed drops each Saturday when 4k TV is on

Liquoriceman — Sun, 18 Oct 2020 20:33:06 GMT

That was my conclusion (and I can live with it tbh) but is the Guaranteed Minimum Speed for 100% of the time or are BT able to exclude every Saturday afternoon? 🤔

Re: Broadband Speed drops each Saturday when 4k TV is on

Liquoriceman — Tue, 20 Oct 2020 19:04:12 GMT

Champions League Football is on and speed plummets at kick off so that CH433 is unwatchable again 🙄

Re: Broadband Speed drops each Saturday when 4k TV is on

NigelB72 — Tue, 20 Oct 2020 19:30:33 GMT

I'd report it as a fault because that's clearly not right

Re: Broadband Speed drops each Saturday when 4k TV is on

Liquoriceman — Sun, 08 Nov 2020 12:03:12 GMT

I hadn't done anything about this and tolerated the regular drop out but last night my BT HDTV (You View) box crashed and wouldn't restart.

I must admit that I had taken to using the Community chat because of historic poor experiences when calling up and getting someone from the other side of the planet reading prompts from a screen and basically spending an hour getting to the same conclusion reported in the first place.

Anyway, the advice was to report on the 0800 800 150 number so I did. Pleasantly surprised that I got straight through to a lovely lady with a North East accent and after a few quick checks said that she noticed my broadband line wasn't right and arranged for an engineer to attend on Monday to resolve. She also ordered a replacement BT 4k TV recorder, without quibble or endless rebooting attempts, which will be sent out on Monday too.

Overall an excellent customer service experience so here's hoping that all will be resolved next week 🤞🏻

Re: Broadband Speed drops each Saturday when 4k TV is on

Liquoriceman — Thu, 12 Nov 2020 18:55:51 GMT

I spoke too soon 🙄

No TV box arrived after 5 days so called again to check that it had been despatched. Another very nice lady from the North East told me that there was no record of an order being placed last Saturday and for her to do so the system needs an engineer to attend rather than posting one out. To do that will be another week for the next appointment.

I had to ask for a credit for being without a service for over a week and was offered £10 which seemed about right for a week.

Let's see what happens next!

Re: Broadband Speed drops each Saturday when 4k TV is on

pippincp — Thu, 12 Nov 2020 19:00:24 GMT

@NigelB72wrote:
I'd report it as a fault because that's clearly not right

Why is it a fault? As the OP has clealy been advised earlier in this thread the recommended minimum speed for 4K is 44Mbps. His connection only supports 36Mbps.