Data Speed and Max Data Speed Throttled at 20Mbps

[Jamie01]

Hi All, 

Had about ten engineers come out and look at this but nobody can work out the issue. Socket is showing 55Mbps consistently but the hub is only delivering just under 20Mbps. My data rate and max data rate are showing around 20Mbps which seems to much of a coincidence but how do you get this changed?

All wires have been checked, hub swapped out, wired or not, it's always throttled at 20Mbps. Nobody seems to have any idea what to do next so I was hoping someone on here might be able to help.

These are my logs:

Product name	BT Smart Hub 2
Serial number	1905111966
Fireware version	v0.21.03.07094-BT (Thu Jul  9 17:43:55 2020)
Board version	R01
GUI version	1.56 15_02_2019
DSL uptime	0 days 3 Hours 30 Mins 2 Secs
Data rate	20.0 Mbps / 54.4 Mbps
Maximum Data rate	22.6 Mbps / 64.4 Mbps
Noise margin	6.4/6.1
Line attenuation	5.5/15.8
Signal attenuation	5.6/18.1
VLAN id	101
Upstream error control	Off
Downstream error control	Off
Data sent / received	1.8 GB Uploaded / 2.1 GB Downloaded
Broadband username	bthomehub@btbroadband.com
BT Wi-Fi	Active
2.4 GHz wireless network name	BT-6FA2T2
2.4 GHz wireless channel	Smart (Channel1)
5 GHz wireless network name	BT-6FA2T2
5 GHz wireless channel	Smart (Channel36)
Wireless Security	WPA2 (Recommanded)
Wireless mode	Mode 1
Firewall	On
MAC address	78:DD:12:EA:D9:43
Software variant	-
Boot loader	0.1.7-BT (Thu Nov 30 09:45:22 2017)

[imjolly]

The 20mb shown in your hub stats is up speed and is the max for fibre 2. You have a down speed of 54mb

not sure what problem is about 20mb

[Jamie01]

Sorry I should say I'm only ever getting 20Mbps down. Hasn't risen above that since July.

[licquorice]

The hub stats show you are getting 54M, where are you obtaining the figure of 20M from?

[imjolly]

The hub stats show you have a 54mb down speed to the hub

run btspeedtester and post results. Must be done with Ethernet connection and no powerline adapter

https://speedtest.btwholesale.com/

[Jamie01]

That's connected via ethernet. I've had tech experts come out and confirm I'm only actually getting 20Mbps down. 2 guys said they've never it before. No fluctuation, just stuck at 20Mbps down for about 3 months.

[Jamie01]

Socket is getting 54mb no problem. That's not disputed but I'm only getting 20mb throughput. Tried it with different wires, everything unplugged, only one device on the network, replacement hub and you never get above 20mb down on any connected device. We've honestly had about 10 different engineers out (line engineers, tech experts, openreach etc.) and nobody has a clue. You guys were my last hope. 🙂

[iniltous · Accepted solution]

Do you know if they have done a lift and shift , moving you onto a different DSLAM port , failing that you may need your account ceasing and re-providing,  if somehow it’s some sort of profile corruption.

It does seem odd that you are reported as having a 55Mb sync but stuck at 20Mb , when there isn’t even a download profile of 20Mb, (AFAIK)  doesn't the 55Mb download product have a 10Mb upload , not 20Mb ?

I wouldn’t normally say to use a third party speed test site , but just what results do you get from a non BT Wholesale speed tester ?

[Jamie01]

Thanks iniltous. Appreciate your help. 

All the 3rd party speed tests are the same whether connected by ethernet or wifi:

I've also used SpeedChecker app on my phone and it shows the same as above.

If there's contention I'll get about 16MB down but it never, ever rises above 20.

I actually spoke to the value team and they regraded my contract in light of the issues I'm having but my maximum speeds are still supposed to be 67Mbps up and 18Mbps down. The person I spoke to at BT said it would be the same as ceasing and reproviding but I'm not sure if that's the case.

I guess they would need to send a line engineer out to do the DSLAM port switch? I don't honestly know if that's been tried yet.

[imjolly]

@iniltous 

I think @Jamie01 is on fibre 2 hence the 20mb up speed and the 54 down is just a coincidence and could be faster with a better connection