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alexjgrey
Beginner
936 Views
Message 1 of 9

Please help! Very slow connection

Hello all
I have just started with BT and my download speed is very slow.
Using a Ethernet connection on my laptop is showing 0.8mb and my phone over wifi 0.3mb.
The downstream speed through the router is 8.5mb!!!
One evening my connection was running at 6.5mb but after 30 minutes it dropped again.
Any help or advice would be great as it is very frustrating. Many thanks
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8 REPLIES 8
DavidM
Moderator
Moderator
933 Views
Message 2 of 9

Re: Please help! Very slow connection

Hi @alexjgrey and welcome.

 

I'm sure we can help with this. Can you run the speed test, including the further diagnostics and post the results?

 

Can you post your helpdesk details? You'll find them in Troubleshooting/Helpdesk on the web interface at http://192.168.1.254 or http://bthomehub.home

 

Cheers

 

David

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alexjgrey
Beginner
926 Views
Message 3 of 9

Re: Please help! Very slow connection

Hi David

 

Thanks very much for your quick reply. PSB. The download speed when I used speedtest.net peaks at around 2mb then drops to 0.3-0.4mb

 

The BT speedtest results- 

 

Download 2.28mb

Upload 0.86mb

 

 

 

Helpdesk details- 

1. Product name:BT Home Hub
2. Serial number:+068340+NQ64524331
3. Firmware version:Software version 4.7.5.1.83.8.130.1.32 (Type A) Last updated 02/03/17
4. Board version:BT Hub 4A
5. ADSL uptime:3 days, 03:17:14
6. Bandwidth:1075 / 8183
7. Data sent/received:817.9 MB / 1.9 GB
8. Broadband username:bthomehub@btbroadband.com
9. BT Wi-fi:Yes
10. 2.4 GHz Wireless network/SSID:BTHub4-KFQZ
11. 2.4 GHz Wireless connections:Enabled (802.11 b/g/n (up to 144 Mb/s))
12. 2.4 GHz Wireless security:WPA and WPA2
13. 2.4 GHz Wireless channel:1
14. 5 GHz Wireless network/SSID:BTHub4-KFQZ
15. 5 GHz Wireless connections:Enabled (802.11 a/n (up to 300 Mb/s))
16. 5 GHz Wireless security:WPA2
17. 5 GHz Wireless channel:48
18. Firewall:Default
19. MAC Address:24:20:c7:63:1e:7e
20. VPI/VCI:0 / 38
21. Modulation:G.992.5 Annex A
22. Latency type:Fast
23. Software variant:-
24. Boot loader:-
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john46
Distinguished Sage
911 Views
Message 4 of 9

Re: Please help! Very slow connection

Can you please run the further diagnostic part of the BT speedtest as that gives more information on your connection
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alexjgrey
Beginner
896 Views
Message 5 of 9

Re: Please help! Very slow connection

Good morning John46

 

This is the further diagnostic test. 

 

 

 

1. Best Effort Test:  -provides background information. Download  Speed 1.59 Mbps   0 Mbps 7.15 Mbps Max Achievable Speed  Download speed achieved during the test was - 1.59 Mbps  For your connection, the acceptable range of speeds is 2 Mbps-7.15 Mbps.  IP Profile for your line is - 7.22 Mbps 2. Upstream Test:  -provides background information. Upload Speed 0.73 Mbps   0 Mbps 0.83 Mbps Max Achievable Speed Upload speed achieved during the test was - 0.73Mbps  Additional Information:  Upstream Rate IP profile on your line is - 0.83 Mbps

 

 

When my broadband was running normally for the short period it was at the top of the band running at 6.4mb and I was able to stream from amazon prime.

 

Many thanks

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DavidM
Moderator
Moderator
887 Views
Message 6 of 9

Re: Please help! Very slow connection

Was the test run via cable or wireless @alexjgrey?

 

Cheers

 

David

0 Ratings
alexjgrey
Beginner
873 Views
Message 7 of 9

Re: Please help! Very slow connection

@DavidM

This was is ran via Ethernet with no other connections to the router.

Since 1530 until 1930 my internet has been running fine @6.5mb then all of a sudden it dropped off again.

Now I am getting - 0.61mb download and 0.88 upload speed!

Thank you all for your time so far it is appreciated.
0 Ratings
DavidM
Moderator
Moderator
856 Views
Message 8 of 9

Re: Please help! Very slow connection

Thanks for confirming that @alexjgrey.

 

Can you please drop me over an email with your details and we'll take it from there. You'll get the contact the moderators link in my profile.

 

Cheers

 

David

0 Ratings
alexjgrey
Beginner
845 Views
Message 9 of 9

Re: Please help! Very slow connection

@DavidM

 

I have raised the quiery and the number is *****-*****

 

many thanks for your help

0 Ratings