I'm another person who came across this after browsing the net trying to see if anyone else had the same issue. I'm in Maidstone (also Kent) and have exactly the same issue. I'm syncing at around 55/10 mbps but in the evenings I get around 13mbps tops, but it goes up and down.
I work in IT myself and my connection was rock solid until 4 days ago. Troubleshooting includes:
Nothing has made any difference. My next thought was contention also, however - contention has NEVER been an issue before with my previous BT Infinity connection. I was with BT before a 1 year hiatus when I left to join Sky and only recently moved back.
Keep plugging away and hopefully we can all get this properly looked at.
Solved! Go to Solution.
Thank you so much David. I'm on the Wateringbury Exchange in Kent.
It's only slow in the evenings, in the morning its fine (~50mbps), then slows down and into the evening I'm well below 10mbps.
Right now (1.15pm) I'm tracking at 50.81 mbps down, 8.53 up and ping latency of 43.19.
Further diagnostics return:
Last night however, when testing with BT customer support I got (and forgive the screenshot I took with my phone!):
11mbps was quite high actually, it tended to fluctuate below that even though I only had one single device attached to the router through an ethernet connection.
Note that I've tried another router already, tested in the master socket, reset my router to factory defaults, changed RJ11 and RJ45 cables also for good measure!
Any help and assurance would be appreciated.
Thanks for confirming that @ir0n_jaw.
I'm assuming that you have a fault open if you're testing when in contact with the tech support guys. If that's the case you'll need to run another test, including the further diagnostics, when the connection is slow as that will write back to wholesale servers and confirm a problem. Tech help should be able to contact wholesale to get that progressed for you.
Thank you David.
Yes I do have a fault open but... putting it pragmatically.... they're very focussed on normal consumer issues and lack technical knowledge. I did all of the testing online with a tech support representative last night and the initial diagnosis was that I needed a new hub - even though I'd already mentioned that I tested a spare VDSL router with exactly the same outcome. Therefore their next suggestion is an engineer visit booked in for Friday during the day, when everything works fine anyway :). I know I need to go through the process, but it's quite frustrating as you can probably imagine.
To the other moderator - yes I did use a wired connection, fresh cables (RJ11 & RJ45), plugged the router into the main test socket, removed all other devices, unplugged phone, reset router to factory defaults, quite line test, speed test etc. I'm an IT professional of nearly 20 years and tried everything I can think of to rule out it being an internal issue.
Appreciate the help guys.
Thanks for posting @ir0n_jaw.
I can appreciate how frustrating this must be. My guess would be capacity at the exchange but I can run a few checks to confirm that either way. Can you drop me over an email with your details? You'll get the contact the moderators link in my profile. We're very busy at present so it's taking longer than expected to reply but once you submit your details we'll get to you in turn.
I'm confused as to why this post was separated out of the thread that I was posting in, and then this person seems to be being given more help and support? Maybe I missed something? Thank you.
I've not been given any more help I think buddy, I'm at the back of the moderator's inbox queue now, patiently waiting.
You've still got the same problem I assume? By way of an update, this evening's speed test/diagnostic results as expected: