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Adrian3
Beginner
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Message 1 of 15

Slow broadband download - BT helpline cannot find cause?

Hi All,

This forum is my last hope, I will try to be as clear as possible.

The problem:

Slow broadband download 1.2Mbps, normal speed was usually 7-8 Mbps.

Long story:

I’m on contract with BT for about 4 months, broadband was working perfectly fine till about two weeks ago. I have notice that YouTube were not loading so I check the speed and download shows 0.9Mbps at its worst and 3.0Mbps at its best however average its 1.2Mbps.

First I restarted hub and waited couple a day’s thinking BT is doing something.  Then I used online web services to report a fault. BT website said there is a problem outside my property and it will be fixed. Next day I got a text saying it’s fixed, I got home. Checked the speed and it’s the same - 1.2Mbps.

I decided to call the BT support, 70 minutes call can be summarised with lots of hub restarts and IT technician decided it’s the home hub fault so they send me a new one. Today I have the same problem and a new home hub 4.0 Type A.

During this week there were two mornings were speed came back to normal but by afternoon it goes back to ~2.5 Mbps.

Things I have tried:

  • Different microfilter and cables
  • New BT Hub 4
  • Wireless / wired (different devices)
  • Connecting / disconnecting home telephone (I never connected it before the broblem)
  • BT online services
  • BT customer support over phone
  • I’m trying to maintain a steady connection via hub (from what I seen online) but speed yesterday evening was 1.3Mbps 😞

I'll be grateful for any advice or what should be my next steps? I cannot find a fault on my side and BT helpline cannot find fault on their side?

Thanks,

Adrian

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14 REPLIES 14
Keith_Beddoe
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Message 2 of 15

Re: Slow broadband download - BT helpline cannot find cause?

Welcome to this user forum.

Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.

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Adrian3
Beginner
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Message 3 of 15

Re: Slow broadband download - BT helpline cannot find cause?

Just called this number twice, no particular noises and the voice was clear.

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Keith_Beddoe
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Message 4 of 15

Re: Slow broadband download - BT helpline cannot find cause?


@Adrian3 wrote:

Just called this number twice, no particular noises and the voice was clear.


Can you post the connection information from the home hub?

Router Stats
The information contained within your router management pages can really help others diagnose technical issues. To post these stats, open up a web browser and type 192.168.1.254 or BThomehub.home. Navigate to the 'Troubleshooting' Tab and then click on 'Helpdesk', you will then need to enter the admin password which can be found on the sticker on the back of BT Home Hub 4 and 5. BT Home hub 3 will have the sticker on the underside of the router.

When using a Hub 3, you will see an option at the bottom right hand corner to select 'full details'. click on this, copy the info displayed and post the results. If using a BT Home Hub 4 or 5 navigate to 'Troubleshooting' then to 'Logs'. You will then find two lines which will state 'DSL noise margin' and 'DSL line rate', copy this info and include this in your post.

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Adrian3
Beginner
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Message 5 of 15

Re: Slow broadband download - BT helpline cannot find cause?

Helpdesk:

1. Product name:	BT Home Hub
2. Serial number:	+068340+NQ51527142
3. Firmware version:	Software version 4.7.5.1.83.8.130.1.32.1.3 (Type A) Last updated 14/12/18
4. Board version:	BT Hub 4A
5. ADSL uptime:	2 days, 19:37:08
6. Bandwidth:	1184 / 14563
7. Data sent/received:	110.1 MB / 3.8 GB
8. Broadband username:	bthomehub@btbroadband.com
9. BT Wi-fi:	No
10. 2.4 GHz Wireless network/SSID:	BTHub4-9FTP
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:	Automatic (Smart Wireless)
14. 5 GHz Wireless network/SSID:	BTHub4-9FTP
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:	Automatic (Smart Wireless)
18. Firewall:	Default
19. MAC Address:	00:37:b7:31:80:32
20. VPI/VCI:	0 / 38
21. Modulation:	G.992.5 Annex A
22. Latency type:	Fast
23. Software variant:	-
24. Boot loader:	-
	

Log from whole one day:

22:47:58, 18 Dec.	OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 86.168.42.91-​>52.30.33.250 on ppp0)
22:47:54, 18 Dec.	BLOCKED 2 more packets (because of ICMP replay)
22:47:52, 18 Dec.	OUT: BLOCK [7] ICMP replay (ICMP type 3 code 1 86.168.42.91-​>52.30.33.250 on ppp0)
22:46:50, 18 Dec.	(180302.270000) Device disconnected: Hostname: DESKTOP-​VTFN7KN IP: 192.168.1.143 MAC: 50:e5:49:51:c4:49
22:46:50, 18 Dec.	(180301.550000) Wire Lan Port 1 down
20:58:59, 18 Dec.	(173830.580000) SD-​100 (1)
20:46:11, 18 Dec.	IN: ACCEPT [57] Connection closed (Port Forwarding: UDP [192.168.1.143]:4950 <-​-​> [86.168.42.91]:4950 -​ -​ -​ [93.182.72.72]:42937 ppp0 NAPT)
20:46:11, 18 Dec.	IN: ACCEPT [57] Connection closed (Port Forwarding: UDP [192.168.1.143]:4950 <-​-​> [86.168.42.91]:4950 -​ -​ -​ [93.139.142.142]:1127 ppp0 NAPT)
20:30:03, 18 Dec.	IN: ACCEPT [57] Connection closed (Port Forwarding: UDP [192.168.1.143]:4950 <-​-​> [86.168.42.91]:4950 -​ -​ -​ [88.130.70.19]:4955 ppp0 NAPT)
20:29:48, 18 Dec.	IN: ACCEPT [57] Connection closed (Port Forwarding: UDP [192.168.1.143]:4950 <-​-​> [86.168.42.91]:4950 -​ -​ -​ [155.4.243.250]:14319 ppp0 NAPT)
20:29:46, 18 Dec.	IN: ACCEPT [57] Connection closed (Port Forwarding: UDP [192.168.1.143]:4950 <-​-​> [86.168.42.91]:4950 -​ -​ -​ [62.166.62.207]:52659 ppp0 NAPT)
20:29:44, 18 Dec.	IN: ACCEPT [57] Connection closed (Port Forwarding: UDP [192.168.1.143]:4950 <-​-​> [86.168.42.91]:4950 -​ -​ -​ [84.90.0.60]:4955 ppp0 NAPT)
20:28:40, 18 Dec.	IN: ACCEPT [54] Connection opened (Port Forwarding: UDP [192.168.1.143]:4950 <-​-​> [86.168.42.91]:4950 -​ -​ -​ [93.139.142.142]:1127 ppp0 NAPT)
20:28:02, 18 Dec.	IN: ACCEPT [54] Connection opened (Port Forwarding: UDP [192.168.1.143]:4950 <-​-​> [86.168.42.91]:4950 -​ -​ -​ [88.130.70.19]:4955 ppp0 NAPT)
20:28:00, 18 Dec.	IN: ACCEPT [54] Connection opened (Port Forwarding: UDP [192.168.1.143]:4950 <-​-​> [86.168.42.91]:4950 -​ -​ -​ [93.182.72.72]:42937 ppp0 NAPT)
20:27:48, 18 Dec.	IN: ACCEPT [54] Connection opened (Port Forwarding: UDP [192.168.1.143]:4950 <-​-​> [86.168.42.91]:4950 -​ -​ -​ [155.4.243.250]:14319 ppp0 NAPT)
20:27:46, 18 Dec.	IN: ACCEPT [54] Connection opened (Port Forwarding: UDP [192.168.1.143]:4950 <-​-​> [86.168.42.91]:4950 -​ -​ -​ [62.166.62.207]:52659 ppp0 NAPT)
20:27:44, 18 Dec.	IN: ACCEPT [54] Connection opened (Port Forwarding: UDP [192.168.1.143]:4950 <-​-​> [86.168.42.91]:4950 -​ -​ -​ [84.90.0.60]:4955 ppp0 NAPT)
19:18:42, 18 Dec.	(167814.410000) NTP synchronization success!
18:53:35, 18 Dec.	(166307.540000) Lease for IP 192.168.1.143 renewed by host DESKTOP-​VTFN7KN (MAC 50:e5:49:51:c4:49). Lease duration: 1440 min
18:53:35, 18 Dec.	(166307.540000) Device connected: Hostname: DESKTOP-​VTFN7KN IP: 192.168.1.143 MAC: 50:e5:49:51:c4:49 Lease time: 1440 min. Link rate: 100.0 Mbps
18:53:35, 18 Dec.	(166307.420000) Lease requested
18:38:49, 18 Dec.	IN: ACCEPT [57] Connection closed (Port Forwarding: UDP [192.168.1.143]:4955 <-​-​> [86.168.42.91]:4955 -​ -​ -​ [79.53.88.206]:63086 ppp0 NAPT)
18:32:43, 18 Dec.	IN: ACCEPT [54] Connection opened (Port Forwarding: UDP [192.168.1.143]:4955 <-​-​> [86.168.42.91]:4955 -​ -​ -​ [79.53.88.206]:63086 ppp0 NAPT)
16:22:01, 18 Dec.	(157213.430000) CWMP: session completed successfully
16:22:01, 18 Dec.	(157213.240000) CWMP: HTTP authentication success from https://pbthdm.bt.mo
16:21:58, 18 Dec.	(157210.370000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
16:21:58, 18 Dec.	(157210.360000) CWMP: Session start now. Event code(s): '2 PERIODIC,4 VALUE CHANGE'
16:21:57, 18 Dec.	(157209.020000) CWMP: Initializing transaction for event code 2 PERIODIC
07:00:21, 18 Dec.	IN: BLOCK [12] Spoofing protection (IGMP 86.168.42.91-​>224.0.0.22 on ppp0)
06:58:45, 18 Dec.	BLOCKED 1 more packets (because of Spoofing protection)
06:58:43, 18 Dec.	IN: BLOCK [12] Spoofing protection (IGMP 86.168.42.91-​>224.0.0.22 on ppp0)
06:53:37, 18 Dec.	(123109.500000) Lease for IP 192.168.1.143 renewed by host DESKTOP-​VTFN7KN (MAC 50:e5:49:51:c4:49). Lease duration: 1440 min
06:53:37, 18 Dec.	(123109.500000) Device connected: Hostname: DESKTOP-​VTFN7KN IP: 192.168.1.143 MAC: 50:e5:49:51:c4:49 Lease time: 1440 min. Link rate: 100.0 Mbps
06:53:37, 18 Dec.	(123109.390000) Lease requested
06:53:37, 18 Dec.	(123109.340000) Wire Lan Port 1 up

 

 

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imjolly
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Message 6 of 15

Re: Slow broadband download - BT helpline cannot find cause?

your connection speed is 14mb so looks good  can you run btspeedtester and when first test completes run diagnostic test and post results  must be done with ethernet conenction not wireless

http://www.speedtest.btwholesale.com/



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Adrian3
Beginner
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Message 7 of 15

Re: Slow broadband download - BT helpline cannot find cause?

14 mb would be nice 🙂 See atached screenshot, test run from my desktop PC.

I just wanted to add that two weeks ago when the problem started, I have made no changes to the cables, PC config etc...

Untitled.jpg

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Keith_Beddoe
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Message 8 of 15

Re: Slow broadband download - BT helpline cannot find cause?

You need to run the further diagnostics test.

Also you seem to have a lot of open connections on your computer, are you running Skype or something else, as that will impact on your speed test results?

20:46:11, 18 Dec.	IN: ACCEPT [57] Connection closed (Port Forwarding: UDP [192.168.1.143]:4950 <-​-​> [86.168.42.91]:4950 -​ -​ -​ [93.182.72.72]:42937 ppp0 NAPT)
20:46:11, 18 Dec.	IN: ACCEPT [57] Connection closed (Port Forwarding: UDP [192.168.1.143]:4950 <-​-​> [86.168.42.91]:4950 -​ -​ -​ [93.139.142.142]:1127 ppp0 NAPT)
20:30:03, 18 Dec.	IN: ACCEPT [57] Connection closed (Port Forwarding: UDP [192.168.1.143]:4950 <-​-​> [86.168.42.91]:4950 -​ -​ -​ [88.130.70.19]:4955 ppp0 NAPT)
20:29:48, 18 Dec.	IN: ACCEPT [57] Connection closed (Port Forwarding: UDP [192.168.1.143]:4950 <-​-​> [86.168.42.91]:4950 -​ -​ -​ [155.4.243.250]:14319 ppp0 NAPT)
20:29:46, 18 Dec.	IN: ACCEPT [57] Connection closed (Port Forwarding: UDP [192.168.1.143]:4950 <-​-​> [86.168.42.91]:4950 -​ -​ -​ [62.166.62.207]:52659 ppp0 NAPT)
20:29:44, 18 Dec.	IN: ACCEPT [57] Connection closed (Port Forwarding: UDP [192.168.1.143]:4950 <-​-​> [86.168.42.91]:4950 -​ -​ -​ [84.90.0.60]:4955 ppp0 NAPT)
20:28:40, 18 Dec.	IN: ACCEPT [54] Connection opened (Port Forwarding: UDP [192.168.1.143]:4950 <-​-​> [86.168.42.91]:4950 -​ -​ -​ [93.139.142.142]:1127 ppp0 NAPT)
20:28:02, 18 Dec.	IN: ACCEPT [54] Connection opened (Port Forwarding: UDP [192.168.1.143]:4950 <-​-​> [86.168.42.91]:4950 -​ -​ -​ [88.130.70.19]:4955 ppp0 NAPT)
20:28:00, 18 Dec.	IN: ACCEPT [54] Connection opened (Port Forwarding: UDP [192.168.1.143]:4950 <-​-​> [86.168.42.91]:4950 -​ -​ -​ [93.182.72.72]:42937 ppp0 NAPT)
20:27:48, 18 Dec.	IN: ACCEPT [54] Connection opened (Port Forwarding: UDP [192.168.1.143]:4950 <-​-​> [86.168.42.91]:4950 -​ -​ -​ [155.4.243.250]:14319 ppp0 NAPT)
20:27:46, 18 Dec.	IN: ACCEPT [54] Connection opened (Port Forwarding: UDP [192.168.1.143]:4950 <-​-​> [86.168.42.91]:4950 -​ -​ -​ [62.166.62.207]:52659 ppp0 NAPT)
20:27:44, 18 Dec.	IN: ACCEPT [54] Connection opened (Port Forwarding: UDP [192.168.1.143]:4950 <-​-​> [86.168.42.91]:4950 -​ -​ -​ [84.90.0.60]:4955 ppp0 NAPT)

 

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Adrian3
Beginner
1,199 Views
Message 9 of 15

Re: Slow broadband download - BT helpline cannot find cause?

Steam, Bitdefender, Skype, Discord - Nothing has changed in my software over the last couple of months 😕

I can try and go laptop for a day but I dont really see how that will help. 

 

Edit:

Also everthing is closed during tests.

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Keith_Beddoe
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Message 10 of 15

Re: Slow broadband download - BT helpline cannot find cause?

First run the diagnostics, to see what your IP profile is.

You could try the speed test on a different computer, to eliminate it being a device issue, as some of those programs still run in the background.

 

 

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