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Beginner
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Message 1 of 14

Internet Speed extremely slow - Begins decreasing in afternoon and returns in the early AM (2 - 3am)

Hi there,

 

I have been having an issue for the past 10 days involving my broadband and the download speed.

 

Last Monday (04/09) I experienced a steep decrease in my download speed in the evening. My normal speed I receive is ~40mbps down and ~7mbps up.

 

My upload speed has remained fairly steady however my download speed has been decreasing gradually and settling at ~2mbps before increasing again in the early hours of the morning (2 - 3am).

 

I am off work today and I have been performing speed tests reguaraly to track when the speed starts to drop. I am using the BT Wholesale speed test and my computer is connected by a wired connection to the hub. It is also the only device connected.

 

I have been through the regular motions of contacting you through the Live Chat option. An engineer visited the property however he visisted in AM when the speed was okay. He did a line test and condluded that nothing should be causing any speed drops.

 

I have contacted Live Chat as of Monday who advised me that as my Hub had a downstream listed of 40Mbps, then the problem is at my end. The engineer confirmed there was no internal issues, but I couldn't get any further with them unless I accepted their offer of trying a new Hub. The new Hub arrived today but the same issues are now presenting themself.

 

I will include my hub stats below what I have monitored today. I already performed a Quiet Line tess as well and there's no issues with the line.

 

Here are the results I have monitored today. I have included the last speed test I did last night. The internet did not return to normal speed until around 3am.

 

20:49 13/09/2017 -- Units = Mbps
Down: 2.20
Up: 6.57
Ping: 92ms

 

13:20 14/09/2017
Down: 35.04
Up: 6.88
Ping 21ms

 

13:41 14/09/2017
Down: 18.37
Up: 6.72
Ping: 53ms

 

13:48 14/09/2017
Down: 16:55
Up: 6.73
Ping: 25ms

 

14:11 14/09/2017
Down: 34.46
Up: 6.87
Ping: 20ms

 

14:25 14/09/2017
Down: 28.63
Up: 6.73
Ping: 22ms

 

14:34 14/09/2017
Down: 35.70
Up: 6.83
Ping: 26ms

 

14:53 14/09/2017
Down: 43.99
Up: 6.88
Ping: 23ms

 

14:54 14/09/2017
Down: 14.84
Up: 6.70
Ping: 22ms

 

14:55 14/09/2017
Down: 30.09
Up: 6.86
Ping: 23ms

 

15:10 14/09/2017
Down: 16.13
Up: 6.72
Ping: 23ms

15:15 14/09/2017
Down: 8.85
Up: 6.71
Ping: 33ms

 

15:34 14/09/2017
Down: 11.04
Up: 6.66
Ping: 24ms

 

15:56 14/09/2017
Down: 6.91
Up: 6.67
Ping: 21ms

 

16:05 14/09/2017
Down: 10.30
Up: 6.66
Ping: 26ms

 

16:26 14/09/2017
Down: 6.81
Up: 6.69
Ping: 26ms

 

Router stats:

 

Product name:

BT Hub 6A

Serial number:

+084319+NQ72427354

Firmware version:

SG4B10002244

Firmware updated:

14-Sep-2017

Board version:

1.0

Gui version:

1.32.0

DSL uptime:

0 Days, 2 Hours 48 Minutes 25 Seconds

Data rate:

7.53 kbps / 47.28 kbps

Maximum data rate:

7533 / 46030

Noise margin:

6.2 / 6.4

Line attenuation:

21.9

Signal attenuation:
 
VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

250 MB Uploaded / 3981 MB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Active

2.4 GHz wireless network name:

kerrhn2bt

2.4 GHz wireless channel:

Smart (Channel 6)

5 GHz wireless network name:

kerrhn2bt

5 GHz wireless channel:

Smart (Channel 36)

Wireless security:

WPA2 (Recommended)

Band steering:

Off

Wireless mode:

Mode 1

Firewall:

On

MAC address:

B8:EE:0E:B3:E5:69

Software variant:

-

Boot loader:

7.33.1

 

 Connection status:
 
BT Broadband /
BT Infinity /
BT Infinity 3 and 4:

BT Infinity

 Firmware version:

SG4B10002244

 Firmware updated:

14-Sep-2017

 Serial number:

+084319+NQ72427354

 Downstream sync speed:

47.28 Mbps

 Upstream sync speed:

7.53 Mbps

 Network uptime:

0 Days, 2 Hours 47 Minutes

 System uptime:

0 Days, 2 Hours 49 Minutes

 BT Wi-fi status:

Active

 

dslcheck.jpg

Anytime I try to submit my information through the Further Diagnostics link in the BT Wholesale speed tester, it gives me the following message:

 

Your speed test has completed and the results are shown above, however during the test an error occurred while trying to retrieve additional details regarding your service. As a result we are unable to determine if the speed you received during the test is acceptable for your service. Please re-run the test if you require this additional information. 

 

Any help you can provide would be appreciated.

 

Thanks

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13 REPLIES 13
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Expert
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Message 2 of 14

Re: Internet Speed extremely slow - Begins decreasing in afternoon and returns in the early AM (2 -

You are synced at the maximum speed the line can handle, it could well be a congestion problem on the network and you are unlikely to be the only one in the area suffering with this problem.

If that is the case it is out of bt's control and is down to openreach to carry out some local upgrades to the network. 

 

 

 

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Beginner
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Message 3 of 14

Re: Internet Speed extremely slow - Begins decreasing in afternoon and returns in the early AM (2 -

If that is the case - How will they be aware of the issue if I cannot submit my speeds through the Wholesale site?

 

"Your speed test has completed and the results are shown above, however during the test an error occurred while trying to retrieve additional details regarding your service. As a result we are unable to determine if the speed you received during the test is acceptable for your service. Please re-run the test if you require this additional information."

 

Above is the error I get anytime I try to submit my speeds through the Wholesale site.

 

Here is the speed right now:

 

17:09 14/09/2017
Down: 3.23
Up: 6.45
Ping: 40ms

 

 

 

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Expert
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Message 4 of 14

Re: Internet Speed extremely slow - Begins decreasing in afternoon and returns in the early AM (2 -

Can you try a different browser? Hopefully the other people suffering the same issue will be submitting the results or getting on the phone to their isp and complaining about it. A pattern will be emerging.

As openreach are not customer facing it's difficult to get a answer from them, but for all we know with the problem only starting last Monday it could well be that upgrades are currently in process. 

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Recognised Expert
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Message 5 of 14

Re: Internet Speed extremely slow - Begins decreasing in afternoon and returns in the early AM (2 -

The speeds you are quoting are from speedtests. Are your sync speeds reported by the router also all over the place likewise?

 

Are you running the speedtests over wireless? That can be v. unreliable & variable. If it's only at night it could be affected by electrical equipment switching on/off in the vacinity. BB can only be depended upon when run over Ethernet.

 

Your sync speeds that you posted, 47/7.5 Meg, are well in line with your BT estimates.

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Beginner
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Message 6 of 14

Re: Internet Speed extremely slow - Begins decreasing in afternoon and returns in the early AM (2 -

From my original post:

 

"I am using the BT Wholesale speed test and my computer is connected by a wired connection to the hub. It is also the only device connected."

 

I am not using a wireless device and only connecting 1 wired device to the hub to do the speed tests.

 

The sync speeds to not vary - Only the speed I am getting when using the speedtests.

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Recognised Expert
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Message 7 of 14

Re: Internet Speed extremely slow - Begins decreasing in afternoon and returns in the early AM (2 -

Sorry, missed that Smiley Embarassed.

 

Then the issue must be congestion on your exchange as previously suggested.

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Message 8 of 14

Re: Internet Speed extremely slow - Begins decreasing in afternoon and returns in the early AM (2 -

Thanks for your reply.

 

I managed to complete the entire BT Wholesale speed test process and this is the end result.

 

test.jpg

 

It does mention I need to raise a fault however I am guessing this will not matter.

 

Is there anything I can do to get an indication of when this will be fixed? I currently rely on my internet to work from home as I have some physical limitations however it is becoming more difficult with this connection.

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Distinguished Sage
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Message 9 of 14

Re: Internet Speed extremely slow - Begins decreasing in afternoon and returns in the early AM (2 -

All you can do is wait for BT Wholesale to increase capacity the time scale is not known but Wholesale will be aware from there own network monitoring there is nothing either BT Retail or Openreach can do as they do not have the tools to see the problem this problem will be affecting multiple providers an many other customers
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Beginner
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Message 10 of 14

Re: Internet Speed extremely slow - Begins decreasing in afternoon and returns in the early AM (2 -

And I assume there is no timescale for this to be fixed and I will never know of the timescale?

 

You'd think there would be better communication regarding these issues as I wouldn't have to go through a week of hellish customer service, wasted appointments and extra Hubs.

 

I understand that this is just how it is, but it could really be better form the point of view of a paying customer.

 

And is looks as though the speed is now bottoming out:

 

18:34 14/09/2017
Down: 3.65
Up: 6.64
Ping: 35ms

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