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Smart Hub 2 - internet connection painfully slow today

Jim73 — Fri, 10 Dec 2021 19:36:53 GMT

Hello,

Received a Smart Hub 2 in July 2020 and it has worked great until today. Internet is painfully slow and will time-out before some pages load. YouTube videos are buffering, but not all the time. Occasionally it will work fine for a few minutes then fail to load.

I turned off the Hub and disconnected the power. Still having problems although the blue light is constantly showing.

Several devices are connected over WiFi and the PC is connected via a cable to the Hub.

Any help, suggestions or advice appreciated.

Re: Smart Hub 2 - internet connection painfully slow today

imjolly — Fri, 10 Dec 2021 19:44:29 GMT

welcome to the BT community forum where customers help customers and only BT employees are the forum mods

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 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

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

Re: Smart Hub 2 - internet connection painfully slow today

Jim73 — Fri, 10 Dec 2021 19:55:20 GMT

Thank you for your quick reply. Information as requested.

Re: Smart Hub 2 - internet connection painfully slow today

imjolly — Fri, 10 Dec 2021 20:10:28 GMT

Your stats look ok with actual connection just below attainable. Short connection time I assume was the manual reset you mention.

You are obviously uploading large amounts of data compared to download and that would cause slow reaction time.

You are on a Huawei cab and if you can maintain a stable connection then DLM will improve speed withG.INP but you need to maintain a stable connection for a few weeks first

Re: Smart Hub 2 - internet connection painfully slow today

Jim73 — Fri, 10 Dec 2021 20:26:38 GMT

Thanks for your reply. I'm not very technical so might need someone to elaborate on a few bits:

You are obviously uploading large amounts of data compared to download and that would cause slow reaction time.

Not doing anything different today than usual. We are a family of four; kids play games on their tablets, we watch TV via a smart stick, use PC for work.

You are on a Huawei cab and if you can maintain a stable connection then DLM will improve speed withG.INP but you need to maintain a stable connection for a few weeks first

Please can you explain; cab, DLM, G.INP

Just tried to load YouTube and got this:

Re: Smart Hub 2 - internet connection painfully slow today

imjolly — Fri, 10 Dec 2021 21:06:51 GMT

This may help

https://community.plus.net/t5/Library/FTTC-DLM-What-it-is-How-it-works/ba-p/1322799

Re: Smart Hub 2 - internet connection painfully slow today

Jim73 — Fri, 10 Dec 2021 21:26:44 GMT

Thank you for providing an explanation.

Sadly our internet connection is still not right - I had to reload the page several times to be able to post a reply...

Re: Smart Hub 2 - internet connection painfully slow today

imjolly — Fri, 10 Dec 2021 21:42:17 GMT

have you turned of smart setup

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

Have you checked MYBT that web protect is not active

Re: Smart Hub 2 - internet connection painfully slow today

iniltous — Fri, 10 Dec 2021 21:50:00 GMT

As already stated , something looks odd on your upload ( especially if you don’t knowingly upload large amounts of data, like uploading video etc. ) , in the approximate 5 hours the router stats show, you uploaded 11 times more data than you downloaded , over 56Gb .
With most regular domestic broadband usage , download is greater than upload, watching video, downloading games , etc …in part that’s why most ‘broadband ’ is asymmetrical , the download bandwidth greater than the upload as that’s where the need is greater, your usage is in effect backwards ….something may well be saturating your upload and it’s having a detrimental affect on your download…you could try isolating various devices to see which is causing that, basically connect one device at a time , and check performance.
AFAIK , malicious software can hijack your connection and in effect use your connection for nefarious purposes, so you may have an infected device ‘using’ your bandwidth .

Re: Smart Hub 2 - internet connection painfully slow today

Keith_Beddoe — Fri, 10 Dec 2021 22:06:12 GMT

This is often cause by Peer To Peer software running, like Bit Torrent.

Go into the hub settings and disable UPnP, then restart the home hub. That will disconnect and disable any unauthorised uploading. If the speed improves, then you need to identify the device which is running that software.

Uploading to cloud services like BT Cloud, can also slow things down.

Any excess uploading will slow downloads, as it prevents acknowledgement being sent for received packets.

Re: Smart Hub 2 - internet connection painfully slow today

Jim73 — Fri, 10 Dec 2021 22:33:37 GMT

Smart set-up was turned on. I have turned it off, if that is the right thing to do.

Web Protect is not active.

Thanks.

Re: Smart Hub 2 - internet connection painfully slow today

Jim73 — Fri, 10 Dec 2021 22:47:49 GMT

I have checked all the devices active on the Hub. I forgot about our CCTV system. There are 4 cameras connected to a DVR and that is connected via a cable to the Hub.

The numbers for the DVR are as follows:

Upload 91.9GB

Download 1.4MB

I presume the DVR is responsible for the strange upload to download ratio?

It stores approximately 15 days worth of data on the system for all 4 cameras. This enables us to go back and view any incidents.

The CCTV system was installed over 3 years ago, so I don't expect it is suddenly causing issues with our broadband connection, or am I wrong?

Re: Smart Hub 2 - internet connection painfully slow today

Jim73 — Fri, 10 Dec 2021 23:04:09 GMT

I'm not sure if this is still relevant since I discovered the DVR was responsible for the large upload figure?

I don't know anything about Peer To Peer software so I doubt it is running.

We don't have any cloud services as far as I am aware.

I am not sure if UPnP is disabled or not.

I remember the CCTV tech guy needed access to our Hub when we received it so he could connect it to our existing DVR. He must have configured this bit.

Re: Smart Hub 2 - internet connection painfully slow today

stevebrass — Sat, 11 Dec 2021 06:32:00 GMT

Try disconnecting the camera system cable from the Hub and see what impact that has.

Re: Smart Hub 2 - internet connection painfully slow today

Jim73 — Sat, 11 Dec 2021 10:22:59 GMT

Problem solved. It was the CCTV system, possibly the DVR causing the issue.

I tried to view the CCTV using an app on my mobile phone called Smart Eyes Pro which connects to powerddns.com but it kept showing an error message 'Failed to connect site Code: TimeOut'

I disconnected the power to the entire CCTV system, turned it back on again and everything is working fine.

Thank you very much to everyone who offered help and suggestions. It's amazing that you give up your time and expertise for free.

The kids are happily playing Roblox again, my wife is listening to Spotify and I can now watch Sky Sports.

Love and best wishes to you all.