This topic

Fibre Broadband download speed abysmal

MarmadukeTheEighth — Sat, 13 Mar 2021 16:44:12 GMT

And yet I pay BT a fortune every month. I'm getting an unworkable 7.4mbps!! This, despite I supposed BT speed guarantee. If I use BT's speed checker it lies and tells me all is good - all other online speed checkers confirm this is a lie. Has anyone attempted to get BT to live up to their speed guarantee? What's the best way to go about it?

😡

Re: Fibre Broadband download speed abysmal

SuperFlyGuy — Sat, 13 Mar 2021 17:01:51 GMT

Are you testing using WiFi or via an ethernet cable?

Re: Fibre Broadband download speed abysmal

pippincp — Sat, 13 Mar 2021 17:14:32 GMT

The guarantee is connection speed not downlaod speed. Post the connection stats from the hub Advanced settings/technical log/information.

Re: Fibre Broadband download speed abysmal

MarmadukeTheEighth — Sat, 13 Mar 2021 18:05:40 GMT

WiFi. Which is what most home users have I would have thought.

Re: Fibre Broadband download speed abysmal

MarmadukeTheEighth — Sat, 13 Mar 2021 18:07:54 GMT

I don't follow, what is the difference? Surely everyone that buys fast fibre broadband from a provider believes they will get the speeds advertised for downloading as that is all they are interested in.

Re: Fibre Broadband download speed abysmal

imjolly — Sat, 13 Mar 2021 18:39:34 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 .

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

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

As already posted the speeds quoted by BT are connection speeds to the router not download speed at your device. No ISP guarantees download speed over wireless

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

Re: Fibre Broadband download speed abysmal

NigelB72 — Sat, 13 Mar 2021 19:14:22 GMT

@MarmadukeTheEighth connection speed is measured to the hub and not individual devices. No ISP with guarantee speeds to individual devices as there are so many variables that can affect the speed each device can download at.

Re: Fibre Broadband download speed abysmal

MarmadukeTheEighth — Sun, 14 Mar 2021 08:43:51 GMT

I'm confused then. Why should my fibre connection speed go slow so that, e.g. YouTube videos won't play and just have the whirly circle, when nothing whatsoever has changed on my desktop to make that happen? The only variable that could have changed is the speed at which the internet signal is reaching my house?

Re: Fibre Broadband download speed abysmal

Carlusha — Sun, 14 Mar 2021 08:48:38 GMT

@MarmadukeTheEighth

Please provide the information requested by @imjolly and we might be able to progress this.

Re: Fibre Broadband download speed abysmal

MarmadukeTheEighth — Sun, 14 Mar 2021 16:05:35 GMT

I'm logged on to my hub. It says Wireless 2.4GHz Status Off. Wireless 5GHz Status Off. My Devices: ditto. Hybrid Connect: Signal strength Good, Status Ready. If I click 'Broadband performance test' it doesn't do that but instead takes me to a screen showing I have reported a fault plus a reference number.

"HH5 then go to troubleshooting then helpdesk and if HH6/SH2 then advanced settings then technical log information." Sorry, I don't understand what this means.

Re: Fibre Broadband download speed abysmal

licquorice — Sun, 14 Mar 2021 16:17:58 GMT

If you have a Home Hub 5 then click on Troubleshooting followed by Helpdesk on the management page of the hub and post a screenshot.

If you have a Smart Hub 1 or 2 then click on Advanced Settings followed by Technical log then post a screenshot of the Information page.

Re: Fibre Broadband download speed abysmal

nheather — Sun, 14 Mar 2021 17:51:32 GMT

Have you tried WiFi in different parts of the house.

And how are you checking download speed - are you using something like speedtest.net

With downloads you need to be sure that the limitation isn't from where you are downloading from.

I don't have BT myself, I actually have full fibre - just been installed. With a wired connection, I enjoy 930Mbps up and down but wireless I'm getting nothing like the advertised. With my provider you don't get a mesh - if you are with BT you might have the Whole Home disks which should make things better.

But your location can have a massive impact on what download you get with WiFi. For me, I should be able to get 867Mbps but in reality I'm not getting even close, even if I stand next to the router/hub.

And you would only get that on the 5GHz WiFi which drops out much quicker than 2.4GHz WiFi. In fact for a good part of my house 5GHz is totally unreliable and the download rate has dropped right off. So for reliability sake we are using 2.4GHz which is giving us speeds that are no better than when we were on copper.

This is why I'm looking into buying the BT Whole Home disks for my house - which is why I joined the community today - to find out more.

So first thing to check is using a download test site what download speed do you get if you stand close to the router/hub. If it is good then the poor speeds elsewhere are going to be down to the house characteristics.

If it is bad then if you can connect a wired computer to the hub and test on that. If that gives good download speeds then your WiFi issue maybe hardware/configuration.

But if it is bad then you my be looking at a hub or line fault.

Cheers,

Nigel

Re: Fibre Broadband download speed abysmal

MarmadukeTheEighth — Mon, 15 Mar 2021 08:16:55 GMT

Hub Data Screen Shot

Re: Fibre Broadband download speed abysmal

licquorice — Mon, 15 Mar 2021 08:37:48 GMT

Ok, that shows you have an FTTP service, so unlikely to be a line problem. I'm confused with your other post which suggests WiFi is turned off yet you are having problems when connected by WiFi.

What speeds do you get when connected to the hub with an Ethernet cable?

Re: Fibre Broadband download speed abysmal

licquorice — Mon, 15 Mar 2021 09:20:24 GMT

Is the LOS LED on the ONT lit? Is the PON LED steady green or flashing green?

Are you sure you are connecting to your hub wifi and not the BTWiFi signal?

Re: Fibre Broadband download speed abysmal

pippincp — Mon, 15 Mar 2021 10:34:08 GMT

Have you turned off smart set up? https://www.bt.com/help/broadband/what-is-smart-setup-on-the-bt-hub--how-can-i-turn-it-on-and-off-