This topic

Slow wifi

Marsh1969 — Sat, 13 Aug 2022 07:30:38 GMT

I have a BT Smart Hub which is delivering very slow WiFi. I have restarted the device a number of times, to no avail and am considering a factory reset as a last resort. Before I do, is there anything else I can do that might address the issue? I have to admit to not being technically savvy!

I have booked an Open reach engineer to visit next week, but I'm keen to get it resolved before then, if at all possible.

Re: Slow wifi

Les-Gibson — Mon, 15 Aug 2022 07:55:32 GMT

If you have customisations that would be a pain to set up again after a factory reset then remember to go into advanced settings and back your configuration up. When your hub restarts you can then restore your configuration complete with customisations the easy way.

Re: Slow wifi

TimCurtis — Mon, 15 Aug 2022 09:23:49 GMT

@Marsh1969

What fibre connection are you on and what are your connection stats from the SH2?

What device(s) are experiencing the slow speeds and are you using 2.4GHz or 5GHz?

Personally I turn off the 5GHz band as I prefer the range of the 2.4 band and my connection speed is around 48mbps so there's no speed advantage of 5GHz.

Re: Slow wifi

Marsh1969 — Mon, 15 Aug 2022 09:31:04 GMT

Hi Tim

Thank you for your response.

I'm running a BT Hub6 - though I'm not sure what fibre connection I'm on.

I ran a Google speed test and my download speed on my phone and laptop is 1.68, whilst upload is 9.09, so there's clearly an issue. I checked my BT tariff and our package is for unlimited and is supported by the connection guarantee. I've changed nothing in my settings of late, though we have been away on holiday, so wifi has been inactive for a week or so.

The specific issue appears to be my phone and my laptop - TV streaming is working well, frustratingly.

I realise this is probably a daft question, how do I switch my devices between bands (I may have mentioned I am a technophobe!)

I have someone from Open Reach visiting tomorrow, which will hopefully address the issue.

Lee

Re: Slow wifi

imjolly — Mon, 15 Aug 2022 09:38:11 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) 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

there are no speed guarantees when using wifi - and speed guarantees are connection speed to your hub

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

Re: Slow wifi

Marsh1969 — Mon, 15 Aug 2022 10:02:54 GMT

Thank you so much - so, this is the data from the router...

Product name:

BT Hub 6A

Serial number:

+084316+NQ93357232

Firmware version:

SG4B1000E079

Firmware updated:

12-May-2022

Board version:

1.0

Gui version:

1.126.0

DSL uptime:

1 Days, 0 Hours 20 Minutes 48 Seconds

Data rate:

9.99 Mbps / 2.19 Mbps

Maximum data rate:

11192 / 9542

Noise margin:

6.8 dB / 28.4 dB

Line attenuation:

63 dB

Signal attenuation:

45.9 dB / 40.5 dB

VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

465 MB Uploaded / 3 GB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Active

2.4 GHz wireless network name:

BTHub6-3TMH

2.4 GHz wireless channel:

Smart (Channel 1)

5 GHz wireless network name:

BTHub6-3TMH

5 GHz wireless channel:

Smart (Channel 36)

Wireless security:

WPA2 (Recommended)

Wireless mode:

Mode 1

Firewall:

MAC address:

78:65:59:A5:A4:89

Software variant:

Boot loader:

0.48.8-sec

Re: Slow wifi

licquorice — Mon, 15 Aug 2022 10:13:35 GMT

Its not your wifi that is slow, its your broadband. Do have a landline phone, does it have dial tone? I suspect you have one wire disconnected somewhere. Broadband will work slowly on one wire but you need both to get dial tone.

Re: Slow wifi

Marsh1969 — Mon, 15 Aug 2022 10:23:48 GMT

Ahhh - thank you!

So on my landline, when I pick up my phone, there is no dial tone, but when I then dial a number and press call, the dial tone is present and I am able to dial the number successfully.

I have checked and reconnected my cables and all seems to be as it should, but there's still no dial tone, when I pick up the phone. Very strange!

Re: Slow wifi

licquorice — Mon, 15 Aug 2022 10:29:29 GMT

That's weird. Have you reported the fault? If not, I would do so, report it as no dial tone. 0800 800150

Re: Slow wifi

Marsh1969 — Mon, 15 Aug 2022 10:31:02 GMT

So, there's now a dial tone, but I've hosted a Google Speed test and the down/upload speeds are still the same. The mystery continues. I shall restart my systems and see if that makes a difference!

Re: Slow wifi

Keith_Beddoe — Mon, 15 Aug 2022 10:50:23 GMT

On some phones, you can dial the number, then press the green button to call. If you press the green (call) button first, then you should hear dial tone, and you can then dial the number.

That is usually the case with most digital handsets.

Re: Slow wifi

Marsh1969 — Mon, 15 Aug 2022 10:53:56 GMT

Thanks Keith - the dial tone is now present when I press the 'call' button. Sadly, there's no change in internet performance - having switched everything off to reset, I've just hosted a Google Speed Test and am I'm still seeing download speeds of sub 2.00 and uploads of 8.00, so the problem remains...

Thank you for your help though - I appreciate it.

Re: Slow wifi

TimCurtis — Mon, 15 Aug 2022 10:57:14 GMT

@Marsh1969

Firstly stop rebooting the SmartHub as that could make things worse.

Dial 17070 and take option 2 and then there should be absolutely no noise on the line.

My guess is that you've an intermittent fault on one of the 2 cables into your house. That would explain why no dial tone & then a dial tone. The phone line requires both cables to be intact whereas the internet will work with only 1 cable working although at much reduced speeds.

Hopefully the OR guy tomorrow will find something causing the problem.

Edit: Perhaps disregard some of these comments as @Keith_Beddoe's post might explain the dial tone issue.

Re: Slow wifi

imjolly — Mon, 15 Aug 2022 11:08:53 GMT

@Marsh1969

I think all your resets of your broadband connection have actually made your connection speed worse not better. you need to try and get a stable connection

are you able to run the broadband checker link I posted previously to see what connection speed range is expected from your line

Re: Slow wifi

Marsh1969 — Mon, 15 Aug 2022 11:13:12 GMT

Thanks Tim - I've just hosted a quiet line test and all seems in order, with no noise on the line.

I'll stop rebooting!!!

best regards

Lee

Re: Slow wifi

Marsh1969 — Mon, 15 Aug 2022 11:15:04 GMT

Thank you - I did run the broadband checker and I am embarrassed to say that I'm having some difficulty in attaching the report in an acceptable format...

I said I was a technophobe!

Slow wifi

Marsh1969 — Mon, 15 Aug 2022 11:29:26 GMT

Re: Slow wifi

Keith_Beddoe — Mon, 15 Aug 2022 11:26:51 GMT

Please edit out your phone number, otherwise you will get lots of spam callers.

Re: Slow wifi

Marsh1969 — Mon, 15 Aug 2022 11:36:22 GMT

Re: Slow wifi

imjolly — Mon, 15 Aug 2022 12:07:00 GMT

from the checker results you should have a connection speed somewhere between 41/32mb not the 9mb you currently have. even your attainable is only 11mb so there is something wrong with your connection and not just the amount of resets you have performed. you need openreach or whoever comes to check your line