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ccristal
Aspiring Contributor
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Message 1 of 10

Broadband speed drops dramatically during evening hours

Hi!

I've been with BT for 8 years. I have an Exchange Only line, so my broadband speed is normally very fast (given the copper technology, that is...) I can normally reach 19Mbps download and 1.06Mbps upload speeds.

Since last week, though, I've been experiencing severe speed reductions starting from roughly 7pm until 10:30pm, more or less. During these hours, the download connection speed drops to 2-3Mbps. I have always been able to stream Netflix during the evening with no problems whatsoever, but in the last week the continuous buffering has been unbearable.

 

All my neighbours are experiencing the same issue.

 

I rang BT several times, to no avail. One operator was 100% convinced that it was a router problem, and he sent me a new BT SmartHub. Needless to say, the issue occurs even with the new router (tested today).

 

Another customer service operator told me he had escalated the issue to Openreach, and that I would receive a call from an OR engineer within 24 hours, but never heard back from anyone. 

 

Can somebody please look into this? I miss watching The Good Wife... 🙂

 

Thank you! 

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9 REPLIES 9
Distinguished Sage
Distinguished Sage
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Message 2 of 10

Re: Broadband speed drops dramatically during evening hours

are you using wireless or wired conenctions?

 

are there any problems listed here  http://usertools.plus.net/exchanges/mso.php

http://usertools.plus.net/exchanges/?

http://btbusiness.custhelp.com/app/service_status

http://bt.custhelp.com/app/answers/detail/a_id/15036

http://community.plus.net/exchange-information/

 

can you run btspeedtster and when first test completes then run diagnostic test test and post results  do not reset before test

 

can you run when speed ok and when you have a problem 

 

btspeedtester



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ccristal
Aspiring Contributor
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Message 3 of 10

Re: Broadband speed drops dramatically during evening hours

Hi!
Thank you for your reply. Please find my answers in red below.
@imjolly wrote:

are you using wireless or wired conenctions?

EIther. I have disconnected all devices but one, with the connected one different every time (PC, tablet, phone), and the result is the same. 

 

are there any problems listed here  http://usertools.plus.net/exchanges/mso.php
No

http://usertools.plus.net/exchanges/?
No


http://btbusiness.custhelp.com/app/service_status

No

http://bt.custhelp.com/app/answers/detail/a_id/15036
No

http://community.plus.net/exchange-information/

Page does not exist.

 

can you run btspeedtster and when first test completes then run diagnostic test test and post results  do not reset before test

 

can you run when speed ok and when you have a problem 

 

btspeedtester

 

This is the result of the 1st test when speed is OK:

 

BTW Performance Test.png

 

And this is the further diagnostic test, still when speed is OK:

BTW Performance Test - further diagnostics.png

 

I will upload another set of screenshot for the tests later tonight, when I experience the slowdown.

 

 


 

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Distinguished Sage
Distinguished Sage
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Message 4 of 10

Re: Broadband speed drops dramatically during evening hours

were btspeedtester results from wired conenction?



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ccristal
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Message 5 of 10

Re: Broadband speed drops dramatically during evening hours

Yes.

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Distinguished Sage
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Message 6 of 10

Re: Broadband speed drops dramatically during evening hours

please repost speed test results this evening
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ccristal
Aspiring Contributor
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Message 7 of 10

Re: Broadband speed drops dramatically during evening hours

Ok, here's the screenshot of the tests I just ran:

BTW Performance Test 2.png

 

BTW Performance Test 2- further diagnostics.png

 

As you can see, the speed tonight is about half of what I normally get during the day.

 

Also... I have a question: what does this speed test actually measure?

The reason why I ask is because with both fast.com and speedtest.net I get half of those values - about 5Mbps right now. Why is speedtest.btwholesale.net reporting higher speeds?

 

Thank you!

 

 

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Distinguished Sage
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Message 8 of 10

Re: Broadband speed drops dramatically during evening hours

the wholesale speed test measures the speed within the BT wholesale network and is not affected by general internet activity such as sites like speedtest.net do the wholesale test shows a true figure of speed and is used by all providers when investigating speed problems also the further diagnostic test is stored on BT Wholesales servers and is used for network capacity planning
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ccristal
Aspiring Contributor
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Message 9 of 10

Re: Broadband speed drops dramatically during evening hours

So... any advice about the speed drop?

An engineer from the top network team was supposed to call me yesterday at 8pm. Needless to say, I've not heard from anyone. Any help would be appreciated.

Thank you!

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ccristal
Aspiring Contributor
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Message 10 of 10

Re: Broadband speed drops dramatically during evening hours

Anyone?

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