Broadband speed is great but it takes forever to actually load anything

[peggybluebird]

Hi All, wondering if anyone has any advice. We've had BT internet for about 2 weeks now, no problems setting up. If I test the speed on any device it comes to around 25mbps. The problem is even though the speed is fast, 80% of the time it is unusable. It loads the initial part of a webpage no problem, for example it will load the amazon logo and the general outline of the page, but it will then take 4 or 5 minuets to populate the rest of the text or images on the page. This is the same across all devices that use a browser. The alexa's just dont work, they show as loading for a bit and then give up. We have a roku tv stick that takes about 20 minutes to get to the point of actually streaming (it then maintains the stream no problem). 

Im at a bit of a loss on what to do and wondered if anyone has any ideas on what this is or how I can approach fixing it 

[imjolly]

have you turned of smart setup  

Turn Off smart setup

check MYBT and turn off web protect

[peggybluebird]

Thank you for your help. Web protect is off, I've switched off smart setup but that hasn't helped 

[imjolly]

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) 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

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

[peggybluebird]

Hi imjolly 

Here are results as follows 

Techincal Log :

Product code:Smart Hub 2

Serial number:+091298+2041005544

Firmware version:v0.24.04.11017-BT

Firmware updated:Fri Jan 29 08:43:54 2021

Board version:R01

GUI version:1.71 05_06_2020

DSL uptime:0 days,04 Hours25 Mins24 Secs

Data rate:5.786 Mbps / 28.541 Mbps

Maximum data rate:5.661 Mbps / 34.567 Mbps

Noise margin:5.7 / 6.2

Line attenuation:6.4 / 23.3

Signal attenuation:5.1 / 24.5

VLAN id:101

Upstream error control:Off

Downstream error control:Off

Data sent / received:155.9 MB Uploaded  / 1.5 GB Downloaded

Broadband username:bthomehub@btbroadband.com

BT Wi-fi:Activated

2.4 GHz wireless network name:BT-28ASCP

2.4 GHz wireless channel:Smart (Channel11)

5 GHz wireless network name:BT-28ASCP

5 GHz wireless channel:Smart (Channel36)

Wireless security:WPA2 (Recommended)

Wireless mode:Mode 1

Firewall:On

MAC address:E4:75:DC:98:2A:3F

Software variant:-

Boot loader:0.1.7-BT (Thu Nov 30 09:45:22 2017)

Quiet Line - Normal

Broadband Checker Results

Telephone Number  on Exchange CONISBROUGH is served by Cabinet 3

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

32.4	24.2	6.7	4.8	20	Available	Available	--
32.4	20	6.6	4.3	15	Available	Available	--

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install ProcessFTTP on Demand

330

30

--

Available

--

ADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) ADSL Availability Date WBC SOADSL Availability Date Left in JumperWBC ADSL 2+WBC ADSL2+ Annex MADSL MaxWBC Fixed RateFixed Rate

Up to 8	--	5.5 to 15	Available	Available	--
Up to 8	Up to 1	5.5 to 15	Available	Available	--
Up to 4	--	3 to 5	Available	Available	--
2	--	--	Available	Available	--
2	--	--	Available	--	--

Observed Speeds ADSLMax Observed Downstream SpeedMax Observed Upstream SpeedObserved Date

12.68

1.25

2019-11-04

Other Offerings Availability DateVDSL MulticastADSL Multicast

Available

Available

Premise Environment StatusBridge TapVRINTE FacePlateLast Test Date

U

--

--

05-02-2021

Exchange Product Restrictions StatusFTTP Priority ExchangeWLR WithdrawalSOADSL Restriction

N

N

Y

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.

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

The Stop Sale date for IPstream is from 31 Oct 2012. The Formal Retirement date for IPstream is from 30 Jun 2014.

Any help is appreciated greatly.