This topic

BT broadband slowing at peak times

danbarker1 — Thu, 17 Dec 2020 21:33:06 GMT

Hi,

I have recently signed up to BT Fibre 2 which worked well during the cooling off period but since then my broadand has been slowing significantly between 7-11pm at night. During the day and early in the morning I am consistently getting a stable 65-68Mbps (versus the guaranteed 62Mbps) but during the times when I need it for game streaming it is slowing to less than 20Mbps. Last two nights it has dipped to 6-8Mbps despite no one using the network.

I have raised a fault with BT a week ago and heard nothing other than they are looking into it and they have already marked with "We’ve had to remove your right to exit your contract without penalty, as we’ve not been able to monitor your speed or get any required information from you."

I have since raised a complaint but looking at these forums both avenues pursued so far appear to be a waste of time so am looking for some help to please resolve the issue.

Many thanks

Re: BT broadband slowing at peak times

danbarker1 — Thu, 17 Dec 2020 21:48:57 GMT

Running BT Wholesale just now showed

ping: 17

download 31.99

upload 4.36

When I try and run the diagnostic it just says "The system is currently busy. Please try again shortly, however if this problem persists, raise the issue with your service provider."

Re: BT broadband slowing at peak times

imjolly — Thu, 17 Dec 2020 21:52:33 GMT

Can you post router stats please

are you using Ethernet or wireless? The speeds quoted by BT are all connection speed not download speeds there is no guarantee on download speed

Enter phone number and post result delete number but leave exchange and cab

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

Re: BT broadband slowing at peak times

danbarker1 — Thu, 17 Dec 2020 21:54:08 GMT

Hopefully this is what you are after. I have tried both wired and wireless and get the same result

Connection status Connected
Connection type Fibre Broadband (VDSL)
Firmware version v0.21.03.07094-BT (Thu Jul 9 17:43:55 2020)
Serial number +091298+2034014368
Downstream sync speed 74.9 Mbps
Upstream sync speed 20.0 Mbps
Network uptime 4 days 6 Hours 44 Mins 57 Secs
System uptime 4 days 6 Hours 46 Mins 45 Secs
BT Wi-fi status Active

Re: BT broadband slowing at peak times

danbarker1 — Thu, 17 Dec 2020 22:01:57 GMT

The link doesnt show up as it gives the message that it's a new BT number but based on address checker:

Address XXX on Exchange DEEPCUT is served by Cabinet 13

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

80	74.8	20	19	69.2	Available	Available
80	74	20	19	67	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) Availability DateWBC ADSL 2+WBC ADSL2+ Annex MADSL MaxWBC Fixed RateFixed Rate

Up to 11	--	6.5 to 15	Available
Up to 11	Up to 1	6.5 to 15	Available
Up to 6	--	5 to 8	Available
2	--	--	Available
2	--	--	Available

Other Offerings Availability DateVDSL MulticastADSL Multicast

Available

Exchange Product Restrictions StatusFTTP Priority ExchangeWLR WithdrawalSOADSL Restriction

The premise/line is associated with exchange which is NOT part of current fibre priority programme.

The premise/line is associated with exchange where WLR is not withdrawn.

The premise/line is associated with exchange where SOADSL service is restricted.

FTTP is not available.

Re: BT broadband slowing at peak times

imjolly — Thu, 17 Dec 2020 22:10:08 GMT

btsppedtester is often unavailable but after numerous attempts it works again

can you post results from speedtest.net using Ethernet connection

Re: BT broadband slowing at peak times

danbarker1 — Thu, 17 Dec 2020 22:15:56 GMT

Thanks ethernet speedtest results below

Download 33.0Mbps

Upload 4.18Mbps

Ping 13ms

Jitter 3.4ms

Loss 0%

Re: BT broadband slowing at peak times

danbarker1 — Fri, 18 Dec 2020 21:36:54 GMT

Hoping someone can please help resolve this issue. BT aren’t responding to comms on fault tracking or complaints and am hopeful that looking at similar posts someone can help fix the issue

Re: BT broadband slowing at peak times

PaddyB — Sat, 19 Dec 2020 09:15:01 GMT

Hi @danbarker1,

Thank you for posting and welcome to the Community. I'm sorry if you been experiencing a drop in speed during the evening. It does sound like it could be congestion on the network. If you send me your details, I'll be able to run a few checks on the network.

I have sent you a private message with instructions on how to contact the team. You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

Paddy

Re: BT broadband slowing at peak times

danbarker1 — Mon, 21 Dec 2020 20:14:02 GMT

Unfortunately BT phoned today to “refresh my hub” and change my WiFi channel but was frustratingly told they have looked at my line performance and it has been perfect since activation?? Even on a wired connection today outside of the peak impacted hours it could only manage 40Mbps so not sure how they have come to that conclusion... As I feared this is the start of what I suspect is a long drawn out process...

Re: BT broadband slowing at peak times

imjolly — Mon, 21 Dec 2020 20:20:25 GMT

Just reply to mods and they will be able to check your exchange and cab for possible congestion I would ignore CS now

Re: BT broadband slowing at peak times

pippincp — Mon, 21 Dec 2020 20:55:35 GMT

@danbarker1 it is pointless contacting CS, they cannot see congestion with the tools they have. There is no such thing as a 'Hub refresh' on VDSL. If you want to change wireless channels you can do so yourself.

As @imjolly says, just reply to the mods.

Re: BT broadband slowing at peak times

danbarker1 — Tue, 22 Dec 2020 21:32:31 GMT

As an update to others following this thread. One of the mods contacted me today and was very helpful letting me know that tests on line continue to suggest no issue and to try and rule out any local issues. We discussed my setup and tonight took out everything wifi related to try and see if something is conflicting.

I found a promising number of posts on Sky Q earlier today which appears to be a common issue with conflicts caused by the mesh system and that hardwiring the Q box and turning off the 2.4Ghz bands looks to resolve a large number of issues. Many are reporting that turning off the Q and mini boxes resolves the issue before you spend time on the proposed fix.

Unfortunately for me the issue remains unresolved with everying wifi related turned off I still got between 20-30Mbps over ethernet this evening so am convinced there is a congestion issue. Mod is contacting me on 24th so will post an update on progress and next steps as I am seeing a number of these posts with other ISP's.

Re: BT broadband slowing at peak times

danbarker1 — Mon, 04 Jan 2021 19:27:17 GMT

Further update: This is now with the network team to investigate. I did receive an update that apparently its not congestion as the SVLAN I am connected to is apparently at 30% capacity and I shouldnt have a problem till it goes over 80%. I must say, I am a tad confused by the terminology. Capacity suggests to me that there is 30% left rather than 70% but the search for the issue continues. Will post again when next update has been received.

Re: BT broadband slowing at peak times

pippincp — Tue, 05 Jan 2021 09:06:55 GMT

30% capacity means 30% of total capacity is being used. Using your take of it 100% capacity would mean none was being used.

An analagy for you. I have a hotel with a hundred rooms. 30 of those rooms are occupied, my hotel is at 30% capacity and I have 70 rooms left.

Re: BT broadband slowing at peak times

danbarker1 — Tue, 05 Jan 2021 10:52:58 GMT

Thanks I was thinking about the capacity that could take load rather than something at full capacity being 100%

Re: BT broadband slowing at peak times

danbarker1 — Sat, 23 Jan 2021 14:33:37 GMT

For anyne following this and looking for similar solutions, frustratingly the issue remains ongoing. Despite acknowledgement from BT that there is an issue, Openreach are refusing any remediation and now I am waiting for sufficient evidence to be gathered on other lines before anything will happen and have been told it could very likely be months before this is resolved.

Next week marks 8 weeks when I can raise with one of Ofcoms ADR's to try and get this escalated and resolved but unfortunately for anyone else facing this issue be prepared to dig in as its unlikely to be a quick resolution. In the meantime I continue to be charged a premium rate for a premium service that isnt delivering and I am eligible for compensation but not until the issue concludes.

Re: BT broadband slowing at peak times

danbarker1 — Sat, 17 Apr 2021 09:43:01 GMT

So having been through the ADR process with the ombudsman they found in my favour but it turns out they have no power over open reach so they awarded a gesture of goodwill but we are left to wait for open reach to fix with no proposed date to resolve...

I received an email about FTTP becoming available which I am hoping will resolve the issue but as it stands its impossible to actually get an order successfully placed with BT. I’ve had orders cancelled without explanation, no shows from engineers who claim the job has been completed and when an order was placed a third time I have to wait another 4 weeks for the next activation date.

Another complaint raised for the failed sales process and missed appointment but anyone in the same boat I’m sorry to say but it really looks like its virtually impossible to get this resolved and shows that the speed guarantee really is worthless given the monopoly open reach has over any sort of governing body.

I’ll provide an update if the FTTP ever gets installed.