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KieronW
Contributor
1,262 Views
Message 11 of 47

Re: Constant connection drops and low speeds.

Ok our wireless wasn't working on any of our devices, so I managed to set up my laptop and plug into the router.

 

I did a speed test and got some impressive speeds, 67mbps then all of a sudden the broadband stopped working just like the wireless devices. Strange thing is Google was working fine when searching but I couldn't load up any websites, watch any YouTube videos, or anything like that. It took me 2 hours to be able to come on here and give and update.

 

Also it's worth adding that I used 3 different ethernet cables, just so a faulty cable isn't a factor.

 

I thought this was only effecting our wireless devices, as literally none of them can do anything, our phones can't load up Facebook or browse any websites at all, and this isn't just one device it's all of them but it was ezactly the same on my laptop whilst pluggied into the router.

 

Really feel lost on what to do now.

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KieronW
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Message 12 of 47

Re: Constant connection drops and low speeds.

Another update: on my laptop it said we had 1gb connection speeds, it seemed that although the laptop had good speeds whilst connection to the router it was blocked from loading websites or any data. I've read things about data throttling before, does sound an awful lot like it. My younger sibling was watching YouTube before the internet went down for the rest of the evening.
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Moderator
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Message 13 of 47

Re: Constant connection drops and low speeds.

Hi @KieronW,

 

When you connection drops do the lights on your Hub change? Would you be able to post the stats from your Hub?

 

If you are using the BT Smart hub you can get your connection stats by, Opening a new web browser on your connected device and type 192.168.1.254 or bthomehub.home into the address bar. This will open the Hub Manager.  Click Advanced Settings’ and then ‘Technical log’.

 

Thanks

 

PaddyB

Community ModeratorPaddyB
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KieronW
Contributor
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Message 14 of 47

Re: Constant connection drops and low speeds.

Thanks for the reply!

 

The lights don't change, it always stays solid blue.

 

Product name:

BT Hub 6A

Serial number:

+084319+NQ71601008

Firmware version:

SG4B1000B316

Firmware updated:

30-Aug-2017

Board version:

1.0

Gui version:

1.64.0

DSL uptime:

0 Days, 16 Hours 55 Minutes 52 Seconds

Data rate:

20.00 Mbps / 67.50 Mbps

Maximum data rate:

26968 / 69020

Noise margin:

9.9 dB / 6.3 dB

Line attenuation:

15.3 dB

Signal attenuation:
 
VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

57906 MB Uploaded / 21054 MB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Active

2.4 GHz wireless network name:

BTHub6-STF6

2.4 GHz wireless channel:

Smart (Channel 6)

5 GHz wireless network name:

BTHub6-STF6-5

5 GHz wireless channel:

Smart (Channel 36)

Wireless security:

WPA2 (Recommended)

Wireless mode:

Mode 1

Firewall:

On

MAC address:

F4:6B:EF:2D:21:05

Software variant:

-

Boot loader:

7.33.1

 

 

 

 
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KieronW
Contributor
1,148 Views
Message 15 of 47

Re: Constant connection drops and low speeds.

All devices went down again, managed to set up my laptop and surprisingly enough actually had a connection this time. Did a speed test on the btwholesale site and the results are:

 

26mbps

 

33ping

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KieronW
Contributor
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Message 16 of 47

Re: Constant connection drops and low speeds.

Stats for David from BT.

 

Stats from BT wholesale.

 

Download MBPS: 2.13

Upload MBPS: 12.96

Ping Latency MS: 211.13

 

 

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KieronW
Contributor
1,087 Views
Message 17 of 47

Re: Constant connection drops and low speeds.

Product name:

BT Hub 6A

Serial number:

+084319+NQ71601008

Firmware version:

SG4B1000B316

Firmware updated:

30-Aug-2017

Board version:

1.0

Gui version:

1.64.0

DSL uptime:

2 Days, 22 Hours 55 Minutes 7 Seconds

Data rate:

20.00 Mbps / 66.70 Mbps

Maximum data rate:

26100 / 66307

Noise margin:

9.2 dB / 5.8 dB

Line attenuation:

15.3 dB

Signal attenuation:
 
VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

3979 MB Uploaded / 53438 MB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Active

2.4 GHz wireless network name:

BTHub6-STF6

2.4 GHz wireless channel:

Smart (Channel 1)

5 GHz wireless network name:

BTHub6-STF6-5

5 GHz wireless channel:

Smart (Channel 36)

Wireless security:

WPA2 (Recommended)

Wireless mode:

Mode 1

Firewall:

On

MAC address:

F4:6B:EF:2D:21:05

Software variant:

-

Boot loader:

7.33.1

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Moderator
Moderator
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Message 18 of 47

Re: Constant connection drops and low speeds.

Hi @KieronW,

 

Thank you for posting those stats. I can see that @DavidM is due to follow up with you tomorrow. To help with the investigation, please can you run the BT speed test using the link http://www.speedtest.btwholesale.com/

 

You'll need to run the "Further Diagnostics" once the first test completes.

 

Once you have run that test, please post back the results.

 

Thanks

 

PaddyB

Community ModeratorPaddyB
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KieronW
Contributor
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Message 19 of 47

Re: Constant connection drops and low speeds.

 Best Effort Test:  -provides background information.

 Download Speed
 21 Mbps
  
0 Mbps63.09 Mbps
Max Achievable Speed

 

 Download speedachieved during the test was - 21 Mbps
 For your connection, the acceptable range of speedsis 40 Mbps-63.09 Mbps .
 Additional Information:
 IP Profile for your line is - 63.09 Mbps


2. Upstream Test:  -provides background information.

 Upload Speed
 11.93 Mbps
  
0 Mbps20 Mbps
Max Achievable Speed

 

Upload speed achieved during the test was - 11.93Mbps
 Additional Information:
 Upstream Rate IP profile on your line is - 20 Mbps



This test was not conclusive and further testing is required.This might be useful for your Broadband Service Provider to investigate the fault.

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Moderator
Moderator
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Message 20 of 47

Re: Constant connection drops and low speeds.

Hi @KieronW,

 

Thanks for posting the test results. Can you please try one further speed test in safe mode so I can rule out the possibility of amy issues with your Pc / laptop? Starting your PC or Mac in "safe mode" will show you how.

 

Thanks

 

David

Community ModeratorDaveM
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