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dombullion
Aspiring Expert
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Message 1 of 7

Slow broadband

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Hi there, hoping someone can help. We have, over the last few weeks had numerous issues with our broadband connection and the BT Helpdesk have been as useful as a chocolate teapot!. Please see below our line stats which are showing the hub is connecting at around 13mbps, however webpages are slow to load and something is seriously wrong with speedtest.btwholesale.com which is reporting we are getting a download speed of 69.47!! (not even possible) and an upload speed of 0.00 with 23ms ping: 1. Product Name: HomeHub5 2. Serial number: +076286+1521001870 3. Firmware version: v0.07.06.01239-BT (Type B) Last updated 11/3/2017 4. Board version: 01 5. VDSL uptime: 0 days, 00:05:57 6. Data Rate: 1344 / 13095 7. Maximum Data Rate: 1431 / 17950 8. Noise Margin: 6.3 / 12.1 9. Line Attenuation: 48.1 / 30.2 10. Signal Attenuation: 0.0 / 0.0 11. Data sent/received: 2.3 MB / 17.6 MB 12. Broadband username: bthomehub@btbroadband.com 13. BT Wi-fi: Yes 14. 2.4GHz wireless network/SSID: BTHub5-23F2 15. 2.4GHz wireless connections: Enabled (802.11 b/g/n (up to 144 Mb/s)) 16. 2.4GHz wireless security: WPA2 Only (Recommended) 17. 2.4GHz wireless channel: 9 18. 5GHz wireless network/SSID: BTHub5-23F2 19. 5GHz wireless connections: Enabled (802.11 a/n/ac (up to 1300 Mb/s)) 20. 5GHz wireless security: WPA2 Only (Recommended) 21. 5GHz wireless channel: Automatic (Smart Wireless) 22. Firewall: Default 23. MAC Address: 5c:dc:96:52:22:d9 24. Software variant: - 25. Boot loader: 0.5.0-BT (Tue Jun 17 18:52:56 2014) Please can someone shed some light on how I can get this sorted please. Kind Regards, Dominic.
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flamethrower
Aspiring Expert
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Message 2 of 7

Re: Slow broadband

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dombullion
Aspiring Expert
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Message 3 of 7

Re: Slow broadband

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No noise from 17070 quiet line test. 

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dombullion
Aspiring Expert
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Message 4 of 7

Re: Slow broadband

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Any update please?

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flamethrower
Aspiring Expert
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Message 5 of 7

Re: Slow broadband

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You'll likely need one of the BT moderators to help here. I don't know if there are any runes to get them to look at a post. You might try re-posting with "Moderator help request"

 

Quick questions: do you have any HomePlug adapters in your network? e.g. wifi extender or anything like that? Doing the speedtest over a wired ethernet connection (suspect yes)?

 

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Moderator
Moderator
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Message 6 of 7

Re: Slow broadband

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Hi @dombullion and thanks for posting.

 

Are you running the speed test over wired or wireless connection? Are you connected to the master socket or an extension? Can you try running the speed test on a wired connection including the further diagnostics and post the results?

 

Cheers

 

David

Community ModeratorDaveM
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dombullion
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Message 7 of 7

Re: Slow broadband

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Hi DavidM,

 

Many thanks for getting back to me.

 

Please see results below:

 

Test Result

1. Best Effort Test: -provides background information.

 Download Speed
 12.56 Mbps
  
0 Mbps12.09 Mbps
Max Achievable Speed

 Download speedachieved during the test was - 12.56 Mbps
 For your connection, the acceptable range of speedsis 8.46 Mbps-12.09 Mbps .
 Additional Information:
 IP Profile for your line is - 12.09 Mbps

2. Upstream Test: -provides background information.

 Upload Speed
 1.21 Mbps
  
0 Mbps2 Mbps
Max Achievable Speed

Upload speed achieved during the test was - 1.21Mbps
 Additional Information:
 Upstream Rate IP profile on your line is - 2 Mbps
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