Constant loss of speed after upgrade

[Stevebyrne1]

 

Hi, 

I upgraded to 5ooMb package and since that I have nothing but problems. My broadband is actually now slower then my previous package at only average 93 (taken at 10 minute intervals over a 60 minute period). I have been on with BT 3 times now and have had an engineer call. What ever they do the speed goes up to the 500Mb mark but only last for a few hours then it is back down to 93mb average. Strange think is my upload speed stays high and if anything is higher than what is expected at 63 to 67mb which is almost as fast as my download. I have rebooted my hub more times than I can remember through the BT diagnostic, powered down hub and disconnected supply for 3 minutes, reset the ONT, replaced RJ45 for a Cat7,. Nothing has changed with regards hardware post my so called upgrade. Is it possible that the actual hub is at fault? This is so frustrating and would appreciate any thoughts on way forward

Kind regards, 

Steve. 

[Moonalesca]

Hi Steve,

There are a few things that could be contributing to your issue here.

Upon upgrading to Full Fibre 500, did you also move over to EE at the same time or are your services still with BT? This is important to know because all BT customers will be moving to EE at some point as BT is no longer a public-facing brand.

The reason I ask is that you may have been sent an EE Smart Hub Plus as part of your upgrade. The EE Smart Hub Plus (aka Smart Hub 3) is often touted by sales guides as having better connectivity than the Smart Hub 2 but this simply isn't the case. It's *supposed* to have better connectivity, but in reality it's often a lot poorer.

Are you running speed tests over WiFi? Because if so, then you are likely running into the SH3's limitations. Grab a Cat6 ethernet cable and plug a PC or laptop into one of the ethernet ports on the back of your hub and run a test at Https://speedtest.btwholesale.com

If you see that your speeds are what they should be (i.e. equal to or above your Stay Fast Guarantee, as described in your contract), then the problem is that the hub itself is, in a word, **bleep**. It may be worth your while to inquire about the EE Smart Hub Pro (aka Smart Hub 4) because that *does* have significantly better wireless connectivity than either the SH2 or 3 thanks to WiFi 7 and I can attest to that as I have the hub in my home as I type this.

If none of the above applies to you and your equipment has not changed since the upgrade except for adding the ONT, then I would advise you to ring BT/EE as there may be a fault on the fibre line that needs resolving.

[iniltous]

On what type of device and connection are you doing these speed tests ? ( PC and WiFi , PC and wired Ethernet  for example ) , if a wired PC are you sure your machine can deliver more than 100Mb over Ethernet, and even if the machine is new enough and capable , is it configured appropriately ? , changing the Ethernet cable is obviously worthwhile, but doesn’t confirm you link speed between router and device, this may be useful if your operating system is Windows 10

https://www.windowscentral.com/how-determine-wi-fi-and-ethernet-connection-speed-windows-10

[Stevebyrne1]

Hi, 

Thank you for taking the time to reply. I did not switch my provider stated with BT just dud the upgrade which I assume is only a software upgrade at "exchange". The speed tests I am running are using a Cat6 (approx 1 meter long) from hub to my laptop.

Since my post I have been in touch with BT again and they have run tests etc  and since yesterday the issue seems to have "disappeared", but I have been here before so only time will tell. The speed tests are now above my guaranteed stay fast speed which is good to see. I realise these very depending on time of day etc but so far so good.

Thank you for the information with regards the hubs and your own experience with regards wifi connectivity that is something I will definitely keep in mind moving forward.

So in conclusion all good at present and hopefully issue has been resolved (whatever they did) and thank you again for taking the time to reply it is very much appreciated

Kind regards 

Steve. 

[Stevebyrne1]

Thank you for taking time to reply. Please see my latest reply and your information is very much appreciated

Kind regards 

Steve