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Beginner
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Message 1 of 7

Losing speed from master socket to Smart hub

Hi.

I've had a complaint logged in relation to slow speed since the start of September and have had over 30 phone calls to or from them.

I've had 3 engineers to my home and and they have all have said that I am getting 15Mbps to my master socket but from the smart hub I am only getting 9Mbps as shown on the router status page.  This is with one laptop connected via ethernet.

I've had a new router and it's exactly the same. 

BT said that they have never heard of this issue and can't offer any more support as I am getting over my minimum guaranteed speed of 7Mbps.

Has anyone else had this issue?

Thank you in advance for your help.

Mally.

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Distinguished Guru
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Message 2 of 7

Re: Losing speed from master socket to Smart hub

Have you replaced the hub? 

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Beginner
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Message 3 of 7

Re: Losing speed from master socket to Smart hub

Thanks for your reply.

Yes I've had a new router and it exactly the same.

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Distinguished Sage
Distinguished Sage
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Message 4 of 7

Re: Losing speed from master socket to Smart hub

Can you post hub stats. Advanced settings then technical log information 

enter your phone number and post results remember delete number   https://www.dslchecker.bt.com/adsl/adslchecker.welcome



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Beginner
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Message 5 of 7

Re: Losing speed from master socket to Smart hub

 

 

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)

18.6

11.3

0.8

0.8

8.8

Available

Available

--

 

VDSL Range B (Impacted)

18.5

10

0.5

1.2

7.1

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 2

--

1 to 3

Available

--

Yes

 

ADSL Max

Up to 0.5

--

0.25 to 1.5

Available

--

--

 

WBC Fixed Rate

0.5

--

--

Available

--

Yes

 

Fixed Rate

0.5

--

--

Available

--

--

 

Observed Speeds

VDSL

       

Max Observed Downstream Speed (Mbps)

9.01

       

Max Upstream Observed Speed (Mbps)

0.79

       

Observed Date

2019-11-06

       

Other Offerings

   

Availability Date

   

VDSL Multicast

--

--

--

Available

--

--

 

ADSL Multicast

--

--

--

Available

--

--

 

Premise environment

Status

       

Bridge Tap

U

      

VRI

N

      

NTEFaceplate

N

      

Last Test Date

05-11-2019

      

 

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Distinguished Sage
Distinguished Sage
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Message 6 of 7

Re: Losing speed from master socket to Smart hub

Can you post hub stats

which exchange and cab are you on. Was at top of checker results 



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Beginner
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Message 7 of 7

Re: Losing speed from master socket to Smart hub

Exchange WELLFIELD is served by Cabinet 7

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