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mds4544
Beginner
1,001 Views
Message 1 of 12

Slow broadband

Hi

I have experience 3 or 4 periods where the download speed of my connection drops below 2Mbps intermittently. This is first evident when phone apps and/or browser sessions start to report loss of connection but the hub remains lit in blue.  These periods have occured since we moved into the house in March 2017 and there have been about 6 of them with long and tedious phone calls to BT of the last two occaisions with me spending over an hour the first time and well over two hours the second with a total of 4 calls in all (and a couple of call backs not made).  I have unplugged the socket front, moved the hub to the main socket, installed an ethernet connection to my main PC from the hub, upgraded my hub, run silent line checks, disconnected all my wireless devices and finally purchases a 4G hub so I can remain in the modern world whenever BT (or Openreach) are unable to provide a reliable service.

Another period has started yesterday - first noticed at about 17.00.  At 18.40 BT Wholesale reported 2.0 Mbps and at 18.44 1.85 Mbps.  I believe we are 1.2km from the exchange and can only expect 8Mbps max.

The tech log from the hub is included below in case that helps at all.

So can anyone help me get to the bottom of this please?

 

Thanks

Technical log

Back

This is a list of your BT Smart Hub settings and current statistics.

Product name:

BT Hub 6A

Serial number:

+

Firmware version:

SG4B1000B540

Firmware updated:

21-Apr-2018

-

Board version:

1.0

Gui version:

1.64.0

DSL uptime:

3 Days, 15 Hours 16 Minutes 59 Seconds

Data rate:

1.18 Mbps / 6.66 Mbps

Maximum data rate:

1179 / 7860

Noise margin:

6.6 dB / 9 dB

Line attenuation:

45.5 dB

Signal attenuation:

26.6 dB / 45.5 dB

-

VPI / VCI:

0/38

Modulation:

G_992_5_ANNEX_A

Latency type:

Fast Path

Data sent / received:

35572 MB Uploaded / 4893 MB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Active

2.4 GHz wireless network name:

BTHub6-3FCF

2.4 GHz wireless channel:

Smart (Channel 1)

5 GHz wireless network name:

BTHub6-

5 GHz wireless channel:

Smart (Channel 36)

Wireless security:

WPA2 (Recommended)

Wireless mode:

Mode 1

Firewall:

On

MAC address:

A4:08:F5:78:B6:75

Software variant:

-

Boot loader:

7.33.1

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11 REPLIES 11
imjolly
Distinguished Sage
Distinguished Sage
995 Views
Message 2 of 12

Re: Slow broadband

from your attenuation I think you are nearer 3.5km for exchange and max is about 8mb

your stats look ok with 3+ days connection time and if you could maintain a stable connection and get noise margin down to 6db then your speed would move closer to attainable

id the download speed problems when you use wireless connection?  is it ok on ethernet?

run btspeedtester and when first test completes run diagnostic test and post results  must be done with ethernet conenction not wireless



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mds4544
Beginner
990 Views
Message 3 of 12

Re: Slow broadband

 

Thanks for the reply.

 

Here are the results over ethernet but they are not relevant because the service is running OK at the this moment.  I can tolerate the variations in speed between 4Mbps and over 6 Mbps, my concern is the repeated drops to 2Mbps and below when it becomes impossible to even answer an email.

 


1. Best Effort Test: -provides background information.

 Download  Speed
 6.57 Mbps
  
0 Mbps7.15 Mbps
Max Achievable Speed

 

 Download speedachieved during the test was - 6.57 Mbps
 For your connection, the acceptable range of speeds is 2 Mbps-7.15 Mbps.
 IP Profile for your line is - 5.88 Mbps


2. Upstream Test: -provides background information.

 Upload Speed
 0.61 Mbps
  
0 Mbps0.83 Mbps
Max Achievable Speed

 

Upload speed achieved during the test was - 0.61Mbps
 Additional Information:
 Upstream Rate IP profile on your line is - 0.83 Mbps



We were unable to identify any performance problem with your service at this time.
It is possible that any problem you are currently, or had previously experienced may have been caused by traffic congestion on the Internet or by the server you were accessing responding slowly.
If you continue to encounter a problem with a specific server, please contact the administrator of that server in the first instance.

 

 

Please visit the FAQ if you are unable to understand the test results.

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imjolly
Distinguished Sage
Distinguished Sage
986 Views
Message 4 of 12

Re: Slow broadband

btspeedtester still having problems - as you can see your download speed exceeds your profile which is wrong

can you try speedtest.net and post results please



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mds4544
Beginner
979 Views
Message 5 of 12

Re: Slow broadband

After a number of Latency errors Speedtest measured: Ping 82 Jitter 13.35 Down 4.3 up 2.24 I used it at 10.30 today and got 1.85Mbps download
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mds4544
Beginner
977 Views
Message 6 of 12

Re: Slow broadband

Here are some results stored on Speedtest's website

       

 

 

 

IP_ADDRESS

TEST_DATETIME_ZONEDOWNLOAD_MEGABITSUPLOAD_MEGABITSLATENCY_MSSERVER_NAMEDISTANCE_MILES
81.132.178.17206/02/2018 08:47GMT2.030.52499Cardiff400 
81.132.178.17206/02/2018 08:49GMT1.570.19126Cardiff400 
86.151.26.136/22/2018 3:19 PMGMT0.120.51007Cardiff50 
86.157.76.416/22/2018 4:15 PMGMT5.970.9458Cardiff50 
86.157.76.416/22/2018 4:26 PMGMT6.650.9535Cardiff50 
86.157.76.416/22/2018 4:48 PMGMT6.590.9325Cardiff50 
81.132.213.186/28/2018 2:15 PMGMT0.270.11522Liverpool150 
81.132.213.186/28/2018 3:48 PMGMT4.350.8747Liverpool150 
86.153.247.24807/12/2018 20:05GMT0.460.19108Amsterdam350 
86.153.247.24807/12/2018 20:56GMT2.090.4379Gosport50 
86.153.247.24807/12/2018 22:28GMT2.630.4340Fareham50 
86.146.190.2377/16/2018 4:49 PMGMT0.770.1242Cardiff150 
86.146.190.2377/16/2018 5:43 PMGMT6.680.9139Cowes200 
86.146.188.597/30/2018 9:26 AMGMT5.770.59477Cardiff100 
86.160.245.15610/31/2018 10:37 AMGMT1.370.15246Cranleigh, Surrey100 
86.160.245.15610/31/2018 12:32 PMGMT4.780.1451Slough100 
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Techwizz
Aspiring Expert
963 Views
Message 7 of 12

Re: Slow broadband

Were those tests done with a wired connection? If so, then the slower tests may have been run when the line was experiencing errors, which is probably why the target downstream SNRM is 9 dB.

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mds4544
Beginner
948 Views
Message 8 of 12

Re: Slow broadband

Yes, all from my main PC
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imjolly
Distinguished Sage
Distinguished Sage
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Message 9 of 12

Re: Slow broadband

the important infrmation missing from list is connection speed and ip profile



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mds4544
Beginner
941 Views
Message 10 of 12

Re: Slow broadband

I don't know how to get that - it doesn't seem to be on the Speedtest web page......
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