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I have been having an issue for the past 10 days involving my broadband and the download speed.
Last Monday (04/09) I experienced a steep decrease in my download speed in the evening. My normal speed I receive is ~40mbps down and ~7mbps up.
My upload speed has remained fairly steady however my download speed has been decreasing gradually and settling at ~2mbps before increasing again in the early hours of the morning (2 - 3am).
I am off work today and I have been performing speed tests reguaraly to track when the speed starts to drop. I am using the BT Wholesale speed test and my computer is connected by a wired connection to the hub. It is also the only device connected.
I have been through the regular motions of contacting you through the Live Chat option. An engineer visited the property however he visisted in AM when the speed was okay. He did a line test and condluded that nothing should be causing any speed drops.
I have contacted Live Chat as of Monday who advised me that as my Hub had a downstream listed of 40Mbps, then the problem is at my end. The engineer confirmed there was no internal issues, but I couldn't get any further with them unless I accepted their offer of trying a new Hub. The new Hub arrived today but the same issues are now presenting themself.
I will include my hub stats below what I have monitored today. I already performed a Quiet Line tess as well and there's no issues with the line.
Here are the results I have monitored today. I have included the last speed test I did last night. The internet did not return to normal speed until around 3am.
20:49 13/09/2017 -- Units = Mbps
BT Hub 6A
0 Days, 2 Hours 48 Minutes 25 Seconds
7.53 kbps / 47.28 kbps
7533 / 46030
6.2 / 6.4
250 MB Uploaded / 3981 MB Downloaded
Smart (Channel 6)
Smart (Channel 36)
0 Days, 2 Hours 47 Minutes
0 Days, 2 Hours 49 Minutes
Anytime I try to submit my information through the Further Diagnostics link in the BT Wholesale speed tester, it gives me the following message:
Your speed test has completed and the results are shown above, however during the test an error occurred while trying to retrieve additional details regarding your service. As a result we are unable to determine if the speed you received during the test is acceptable for your service. Please re-run the test if you require this additional information.
Any help you can provide would be appreciated.
You are synced at the maximum speed the line can handle, it could well be a congestion problem on the network and you are unlikely to be the only one in the area suffering with this problem.
If that is the case it is out of bt's control and is down to openreach to carry out some local upgrades to the network.
If that is the case - How will they be aware of the issue if I cannot submit my speeds through the Wholesale site?
"Your speed test has completed and the results are shown above, however during the test an error occurred while trying to retrieve additional details regarding your service. As a result we are unable to determine if the speed you received during the test is acceptable for your service. Please re-run the test if you require this additional information."
Above is the error I get anytime I try to submit my speeds through the Wholesale site.
Here is the speed right now:
Can you try a different browser? Hopefully the other people suffering the same issue will be submitting the results or getting on the phone to their isp and complaining about it. A pattern will be emerging.
As openreach are not customer facing it's difficult to get a answer from them, but for all we know with the problem only starting last Monday it could well be that upgrades are currently in process.
The speeds you are quoting are from speedtests. Are your sync speeds reported by the router also all over the place likewise?
Are you running the speedtests over wireless? That can be v. unreliable & variable. If it's only at night it could be affected by electrical equipment switching on/off in the vacinity. BB can only be depended upon when run over Ethernet.
Your sync speeds that you posted, 47/7.5 Meg, are well in line with your BT estimates.
From my original post:
"I am using the BT Wholesale speed test and my computer is connected by a wired connection to the hub. It is also the only device connected."
I am not using a wireless device and only connecting 1 wired device to the hub to do the speed tests.
The sync speeds to not vary - Only the speed I am getting when using the speedtests.
Sorry, missed that .
Then the issue must be congestion on your exchange as previously suggested.
Thanks for your reply.
I managed to complete the entire BT Wholesale speed test process and this is the end result.
It does mention I need to raise a fault however I am guessing this will not matter.
Is there anything I can do to get an indication of when this will be fixed? I currently rely on my internet to work from home as I have some physical limitations however it is becoming more difficult with this connection.
And I assume there is no timescale for this to be fixed and I will never know of the timescale?
You'd think there would be better communication regarding these issues as I wouldn't have to go through a week of hellish customer service, wasted appointments and extra Hubs.
I understand that this is just how it is, but it could really be better form the point of view of a paying customer.
And is looks as though the speed is now bottoming out: