For a number of weeks now every Saturday afternoon when the Premier League games are shown my broadband speed drops significantly and the game won't show on the Ultra HD channel.
I have run a BT speed test each week and it tells me that the speed is below my guaranteed minimum and it will be investigated but then a few days later always says they couldn't monitor my speed so my guarantee was void.
Today the BT speed test doesn't even start telling me to try again in 15 minutes.
Will the guaranteed speed ever be restored and maintained at all times or do I have the right to leave?
please can you post the stats from your router (if hub enter 192.168.1.254 in your browser) and if HH5 then go to troubleshooting then helpdesk and if HH6/SH2 then advanced settings then technical log information .
enter your phone number and post results remember to delete number https://www.broadbandchecker.btwholesale.com/#/ADSL
the handback speed is connection speed to hub not download speed - there is no ISP guarantees download speed are you connecting wireless or ethernet?
Someone may then be able to offer help/assistance/suggestions to your problem
Results below. The TV is connected by Ethernet.
|Up to 3.5||--||2 to 6||Available||Available||--|
|Up to 2.5||--||1.5 to 5||Available||Available||--|
stats look ok with connection speed of 36mb right a bottom of expected speed range and has been stable for 5 days. are you using the master socket at present? have you tried using test socket with a filter to see if that improves your connection speed?
I think I am on 27Mbs
It is absolutely fine all week apart from when Live Premier League games are being shown - usually on Saturday afternoons.
I assume there is a larger demand at that time and perhaps average speeds are dropping across the local supply? But that doesn't help me watch the football in 4K!
Using a speed tracker app the average is usually around 30Mbs but every Saturday it literally halves or less as you can see below.
Are you conducting the speed tests over Wi-Fi? if so the results will almost certainly be false. Run the tests again with an ethernet connection or better still from the hub (on SH2, http://192.168.1.254/basic_-_broadband_performance_test.htm then click on "Test My Speed")
Similar test results were coming from the BT App too but they don't get recorded.
The "test my speed" option isn't working on that link (as it wasn't through the BT App either) and I'll have to wait until next Saturday again now for the next game to see if it drops again - assuming the option to "test my speed" through BT is working again by then.
This is the message I get when attempting a BT Speed test from the My BY App:
I've seen that message before, in my case, usually when I'm streaming a BT TV channel and I've got fibre 100 so I should have bandwidth to spare