Dramatically slow broadband. Possible congestion issues?

[ijmeurling]

Hi,

I am a recent (11 day) customer on BT Superfast Fibre. For the first few days, I didn't notice any issues with our broadband connection (download speeds anywhere from 32-50mbps, as advertised). Mid-way through last week, I noticed dramatically low download speeds of less than 1mbps during peak times. This seemed to resolve overnight/in the morning, but returns around 7pm during the week. Noticed it again at the weekend, variably.

I spoke with BT support, who thought it may be a loose wire somewhere. However, that doesn't really seem to fit, as power-cycling the router improves things temporarily, and then speeds drop again after about 10 minutes. Same is true for factory reset, or if I use a VPN. I wonder if this could be due to congestion at peak times.

An engineer visit is booked for Friday, however I am reading a few similar stories on these forums stating that the engineer couldn't help.

This is my BT wholesale speedtest from this evening - download speed 0.16mbps and ping latency over 6000ms. 

This is my exchange/cabinet information.

BT BROADBAND AVAILABILITY CHECKER Telephone Number xxxxxxxxxxxx  on Exchange LOWER HOLLOWAY is served by Cabinet 1 Featured Products Downstream Line Rate(Mbps) Upstream Line Rate(Mbps) Downstream Handback Threshold(Mbps) WBC FTTC Availability Date WBC SOGEA Availability Date Left in Jumper   High Low High Low         VDSL Range A (Clean) 58.2 41.1 11.1 7 35 Available Available --   VDSL Range B (Impacted) 56.2 35.2 10.9 6.3 32.3 Available Available --   Featured Products Downstream Line Rate(Mbps) Upstream Line Rate(Mbps) Downstream Range(Mbps) WBC FTTP Availability Date     FTTP on Demand 330 30 -- Available -- --   ADSL Products Downstream Line Rate(Mbps) Upstream Line Rate(Mbps) Downstream Range(Mbps) Availability Date   Left in Jumper WBC ADSL 2+ Up to 14.5 -- 10 to 19 Available -- --   WBC ADSL 2+ Annex M Up to 14.5 Up to 1 10 to 19 Available -- --   ADSL Max Up to 8 -- 7 to 8 Available -- --   WBC Fixed Rate 2 -- -- Available -- --   Fixed Rate 2 -- -- Available -- --   Observed Speeds VDSL Max Observed Downstream Speed (Mbps) 52.16           Max Upstream Observed Speed (Mbps) 1.56           Observed Date 2019-08-07           Other Offerings       Availability Date     VDSL Multicast -- -- -- Available -- --   ADSL Multicast -- -- -- Available -- --   Premise environment Status Bridge Tap N             VRI --             NTEFaceplate --             Last Test Date --

FTTP is not available. For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage. This line is on a Market B Exchange. For VDSL or G.fast Ranges A and B, the term "Clean" relates to a line which is free from any wiring issues (e.g. Bridge Taps) and/or Copper line conditions, and the term "Impacted" relates to a line which may have wiring issues (e.g. Bridge Taps) and/or Copper line conditions. In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values. Throughput/download speeds will be less than line rates and can be affected by a number of factors within and external to BT's network, Communication Providers' networks and within customer premises. The Stop Sale date for Datastream is from 30-Jun-2012; the Formal Retirement date for Datastream is from 30-Jun-2014. The Stop Sale date for IPstream is from 30-Nov-2012; the Formal Retirement date for IPstream is from 30-Jun-2014. If the End User wishes to migrate from their current Broadband supplier they will need to contact the Broadband supplier they want to take service from to arrange for the service to be migrated. Please note that postcode and address check results are indicative only. Most accurate results can be obtained from a telephone number, NAD, UPRN or Access Line ID (ALID) check. Note: If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service. Thank you for your interest.

Wonder if anything can be done to help?

Thanks,

Johan

[imjolly]

That looks more like a line problem rather than congestion 

Have you checked for line noise  dial 17070 option 2  should be silent and best with corded phone 

Have you tried using test socket with filter to see if that helps

Post hub stats advanced setting then technical log information 

[ijmeurling]

Hi,

Thanks for the reply. I don't have a phone to test for line noise, unfortunately!

I have tried the test socket with the filter, and I didn't get a broadband connection through there? I had asked the first engineer (who installed the line) to move our wall box to where I wanted devices with a wired connection (TV, media box), so maybe the first box is disconnected?

Below is the log information. It seemed that I lost just before 19.00.

20:00:54	12 Aug. admin login success from 192.168.1.103
19:59:23	12 Aug. admin timeout from 192.168.1.103
19:20:18	12 Aug. 5G Client associate from 40:cb:c0:28:e3:c8 (IP=192.168.1.112) RSSI=-49
19:20:18	12 Aug. Receive a DHCP request
19:04:51	12 Aug. Receive a DHCP request
18:50:43	12 Aug. WHW INFO A station STA(40:CB:C0:28:E3:C8) leave WHW infrastructure
18:43:13	12 Aug. ARP [add] br0(wl0) 192.168.1.112 40:cb:c0:28:e3:c8
18:42:28	12 Aug. DHCP device Connected: 192.168.1.112
18:42:28	12 Aug. LAN [ADD] ARP 192.168.1.112 with 40:cb:c0:28:e3:c8 from br0(wds0.4.2)
18:42:28	12 Aug. ARP [add] br0(wds0.4.2) 192.168.1.112 40:cb:c0:28:e3:c8
18:42:24	12 Aug. DHCP device Disconnected: 192.168.1.112
18:42:23	12 Aug. LAN [DEL] ARP 192.168.1.112 with 40:cb:c0:28:e3:c8 from br0
18:42:23	12 Aug. ARP [del] br0 192.168.1.112 40:cb:c0:28:e3:c8
18:42:18	12 Aug. 5G Client disassociate from 40:cb:c0:28:e3:c8  (IP=192.168.1.112) RSSI=0
18:42:16	12 Aug. WHW INFO A station (Wi-Fi Disc ca)IF[5G](64:CC:22:BD:93:CC):STA(40:CB:C0:28:E3:C8) join WHW infrastructure
18:42:16	12 Aug. WHW INFO A station STA(40:CB:C0:28:E3:C8) leave WHW infrastructure
18:38:11	12 Aug. Port forwarding rule added via UPnP/TR064. Protocol: TCP
18:36:53	12 Aug. ARP [add] br0(wl0) 192.168.1.103 5c:51:4f:26:60:65
18:36:47	12 Aug. DHCP device Connected: 192.168.1.103
18:36:46	12 Aug. 5G Client associate from 5c:51:4f:26:60:65 (IP=192.168.1.103) RSSI=-47
18:36:46	12 Aug. LAN [ADD] ARP 192.168.1.103 with 5c:51:4f:26:60:65 from br0(wl0)
18:36:46	12 Aug. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
18:36:46	12 Aug. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
18:36:46	12 Aug. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
18:36:45	12 Aug. Receive a DHCP request
18:33:26	12 Aug. DHCP device Disconnected: 192.168.1.103
18:33:25	12 Aug. LAN [DEL] ARP 192.168.1.103 with 5c:51:4f:26:60:65 from br0
18:33:25	12 Aug. ARP [del] br0 192.168.1.103 5c:51:4f:26:60:65
18:33:20	12 Aug. 5G Client disassociate from 5c:51:4f:26:60:65  (IP=192.168.1.103) RSSI=0
18:33:17	12 Aug. WHW INFO A station STA(5C:51:4F:26:60:65) leave WHW infrastructure
18:33:17	12 Aug. 5G client Mac: 5C:51:4F:26:60:65 Deauthentications (Reason:Unspecified)
18:32:18	12 Aug. DoS(UDP Loopback): IN=ppp1 OUT= MAC= src=185.94.111.1 DST=86.135.81.60 LEN=28 TOS=0x08 PREC=0x20 TTL=238 ID=54321 PROTO=UDP SPT=54997 DPT=19 LEN=8 MARK=0x8000000
18:30:04	12 Aug. DHCP device Disconnected: 192.168.1.99
18:30:04	12 Aug. LAN [DEL] ARP 192.168.1.99 with 08:f4:ab:ab:fd:7e from br0
18:30:04	12 Aug. ARP [del] br0 192.168.1.99 08:f4:ab:ab:fd:7e
18:29:59	12 Aug. 2.4G Client disassociate from 08:f4:ab:ab:fd:7e  (IP=192.168.1.99) RSSI=0
18:29:57	12 Aug. WHW INFO A station STA(08:F4:AB:AB:FD:7E) leave WHW infrastructure
18:29:57	12 Aug. 2.4G client Mac: 08:F4:AB:AB:FD:7E Deauthentications (Reason:Disassociated because sending station is leaving (or has left) BSS)
18:27:51	12 Aug. 5G Client associate from 40:cb:c0:28:e3:c8 (IP=192.168.1.112) RSSI=-44
18:27:51	12 Aug. Receive a DHCP request
18:27:51	12 Aug. DHCP device Connected: 192.168.1.112
18:27:50	12 Aug. LAN [ADD] ARP 192.168.1.112 with 40:cb:c0:28:e3:c8 from br0(wl0)
18:27:50	12 Aug. ARP [add] br0(wl0) 192.168.1.112 40:cb:c0:28:e3:c8
18:27:45	12 Aug. DHCP device Disconnected: 192.168.1.112
18:27:45	12 Aug. LAN [DEL] ARP 192.168.1.112 with 40:cb:c0:28:e3:c8 from br0
18:27:40	12 Aug. ARP [del] br0 192.168.1.112 40:cb:c0:28:e3:c8
18:27:13	12 Aug. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
18:27:13	12 Aug. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
18:15:23	12 Aug. ARP [add] br0(wl1) 192.168.1.99 08:f4:ab:ab:fd:7e
18:15:23	12 Aug. ARP [del] br0 192.168.1.99 08:f4:ab:ab:fd:7e
18:14:19	12 Aug. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
18:14:19	12 Aug. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
18:10:30	12 Aug. WHW INFO A station STA(08:F4:AB:AB:FD:7E) leave WHW infrastructure
18:10:16	12 Aug. 2.4G Client associate from 00:71:47:33:63:ae (IP=192.168.1.218) RSSI=-64
18:10:15	12 Aug. Receive a DHCP request
18:09:52	12 Aug. 2.4G Client associate from 50:f5:da:91:f1:d6 (IP=192.168.1.113) RSSI=-38
18:09:51	12 Aug. Receive a DHCP request
18:03:17	12 Aug. ARP [add] br0(wl1) 192.168.1.99 08:f4:ab:ab:fd:7e
18:02:56	12 Aug. 2.4G Client associate from 08:f4:ab:ab:fd:7e (IP=192.168.1.99) RSSI=-47
18:02:56	12 Aug. Receive a DHCP request
18:00:54	12 Aug. ARP [add] br0(wds0.4.2) 192.168.1.99 08:f4:ab:ab:fd:7e
18:00:54	12 Aug. ARP [del] br0 192.168.1.99 08:f4:ab:ab:fd:7e
18:00:44	12 Aug. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
18:00:44	12 Aug. Lan IPv6 Neighbour Discovery events: NEIGHBOR_SOLICIT
18:00:39	12 Aug. 5G Client associate from 5c:51:4f:26:60:65 (IP=192.168.1.103) RSSI=-51
18:00:39	12 Aug. Receive a DHCP request
18:00:25	12 Aug. Port forwarding rule deleted via UPnP/TR064. Protocol: UDP
18:00:25	12 Aug. Port forwarding rule deleted via UPnP/TR064. Protocol: TCP
18:00:16	12 Aug. DHCP device Connected: 192.168.1.99
18:00:15	12 Aug. LAN [ADD] ARP 192.168.1.99 with 08:f4:ab:ab:fd:7e from br0(wds0.4.2)
18:00:15	12 Aug. ARP [add] br0(wds0.4.2) 192.168.1.99 08:f4:ab:ab:fd:7e
17:59:26	12 Aug. DHCP device Disconnected: 192.168.1.99
17:59:26	12 Aug. LAN [DEL] ARP 192.168.1.99 with 08:f4:ab:ab:fd:7e from br0
17:59:26	12 Aug. ARP [del] br0 192.168.1.99 08:f4:ab:ab:fd:7e
17:59:21	12 Aug. 2.4G Client disassociate from 08:f4:ab:ab:fd:7e  (IP=192.168.1.99) RSSI=0
17:59:18	12 Aug. WHW INFO A station STA(08:F4:AB:AB:FD:7E) leave WHW infrastructure
17:59:18	12 Aug. 2.4G client Mac: 08:F4:AB:AB:FD:7E Deauthentications (Reason:Disassociated due to inactivity )
17:57:39	12 Aug. ARP [add] br0(wds0.4.2) 192.168.1.99 08:f4:ab:ab:fd:7e
17:57:37	12 Aug. ARP [del] br0 192.168.1.99 08:f4:ab:ab:fd:7e
17:55:36	12 Aug. Receive a DHCP request
17:55:28	12 Aug. DHCP device Connected: 192.168.1.99
17:55:28	12 Aug. LAN [ADD] ARP 192.168.1.99 with 08:f4:ab:ab:fd:7e from br0(wds0.4.2)
17:55:28	12 Aug. ARP [add] br0(wds0.4.2) 192.168.1.99 08:f4:ab:ab:fd:7e
17:55:11	12 Aug. WHW INFO A station (Wi-Fi Disc ca)IF[2.4G](64:CC:22:BD:93:CB):STA(08:F4:AB:AB:FD:7E) join WHW infrastructure
17:52:22	12 Aug. Port forwarding rule added via UPnP/TR064. Protocol: UDP
17:52:22	12 Aug. Port forwarding rule added via UPnP/TR064. Protocol: TCP
17:51:51	12 Aug. 2.4G Client associate from 00:71:47:33:63:ae (IP=192.168.1.218) RSSI=-70
17:51:50	12 Aug. Receive a DHCP request

Thanks,

Johan

[ijmeurling]

I should note that connection seems to be working fine again, for now! It's just so dramatically variable.

[imjolly]

Sorry that is the logs it is the heading information that provides the stats 

The most basic tool to test your broadband is a phone to  check you have a dial tone and if so is there any noise  this should be done from test socket  this test can save you the engineer call out fee of £85

[pippincp]

This is where you shuld be going for the conection stats. Advanced settings/technical log/information

[ijmeurling]

Ah right ok, information below. This is while speeds are good, though. I'll do this again when they drop again.

Product name	BT Smart Hub 2
Serial number	1.91E+09
Fireware version	v0.13.03.02221-BT (Fri Feb 22 19:56:36 2019)
Board version	R01
GUI version	1.55 12_12_2018
DSL uptime	0 days 20 Hours 2 Mins 54 Secs
Data rate	1.5 Mbps / 55.0 Mbps
Maximum Data rate	1.5 Mbps / 55.6 Mbps
Noise margin	6.3/5.1
Line attenuation	12.3/20.7
Signal attenuation	12.3/22.6
VLAN id	101
Upstream error control	Off
Downstream error control	Off
Data sent / received	xxxx
Broadband username	xxxxx
BT Wi-Fi	Active
2.4 GHz wireless network name	BT-xxxxx
2.4 GHz wireless channel	Smart (Channel11)
5 GHz wireless network name	BT-xxxxxx
5 GHz wireless channel	Smart (Channel36)
Wireless Security	WPA2 (Recommanded)
Wireless mode	Mode 1
Firewall	On
MAC address	64:CC:22:11:C5:F7
Software variant	-
Boot loader	0.1.7-BT (Thu Nov 30 09:45:22 2017)

[imjolly]

The one place where your broadband should work is the test socket so if no internet there then there is something wrong with your wiring and needs investigated

again testing line for noise is needed 

[ijmeurling]

Thanks for the advice, will get a phone to test the line and see what things are like the next time speeds drop. 

Thanks,

Johan

[ijmeurling]

Hi,

Update today, connection down again at the same time (just after 7pm).

Did a line test with a corded phone while the connection is down, there is a dial tone, and no sound on the quiet line test. This was on the secondary box that was placed during the initial install.

Definitely no dial tone at all from the test line on the primary box at any time - when things are working or not.

Below is the log from the router (taken while connection was down):

Product name	BT Smart Hub 2
Serial number	1.91E+09
Fireware version	v0.13.03.02221-BT (Fri Feb 22 19:56:36 2019)
Board version	R01
GUI version	1.55 12_12_2018
DSL uptime	1 days 19 Hours 17 Mins 44 Secs
Data rate	1.5 Mbps / 55.0 Mbps
Maximum Data rate	1.5 Mbps / 55.8 Mbps
Noise margin	6.3/5.1
Line attenuation	12.3/20.7
Signal attenuation	12.3/22.6
VLAN id	101
Upstream error control	Off
Downstream error control	Off
Data sent / received	2.1 GB Uploaded / 2.1 GB Downloaded
Broadband username	bthomehub@btbroadband.com
BT Wi-Fi	Active
2.4 GHz wireless network name	BT-JZA2HP
2.4 GHz wireless channel	Smart (Channel11)
5 GHz wireless network name	BT-JZA2HP
5 GHz wireless channel	Smart (Channel36)
Wireless Security	WPA2 (Recommanded)
Wireless mode	Mode 1
Firewall	On
MAC address	64:CC:22:11:C5:F7
Software variant	-
Boot loader	0.1.7-BT (Thu Nov 30 09:45:22 2017)

I'd disconnected my router briefly when checking the test line at the primary box, and again, on re-connect, everything works for a few minutes, before a switch seems to flip and the download speed drops to 1mpbs and ping latency is 1000ms.

Thanks,

Johan