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Daveski99
Contributor
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Message 1 of 24

slow broadband speed

hi guys, we live in a rural area and our fibre gives us 4.5 mbps and has been like this for 5 years, the last 36hrs have seen that drop to 2.4.  Ive done all the diagnostics and bt did too. they are reluctant to send anyone out as 2mbps is the minimum speed.  However i know that in the house in the field beside us they are getting 4.5 and are on the same package. anyone any ideas as to why we have dropped to 2.4?

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Distinguished Sage
Distinguished Sage
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Message 2 of 24

Re: slow broadband speed

post stats from router  if hh6 then advanced settings then technical log information   if hh5 then troubleshooting then helpdesk

check 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



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Daveski99
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Message 3 of 24

Re: slow broadband speed

. Product Name: HomeHub5
2. Serial number: +076284+1402014840
3. Firmware version: v0.07.08.11237-BT (Type B) Last updated 30/4/2019
4. Board version: 01
5. WAN: PPP connected
6. Data sent/received: 32.3 MB / 184.6 MB
7. Broadband username: bthomehub@btbroadband.com
8. BT Wi-fi: Yes
9. 2.4GHz wireless network/SSID: BTHub5-RTKG
10. 2.4GHz wireless connections: Enabled (802.11 b/g/n (up to 144 Mb/s))
11. 2.4GHz wireless security: WPA2 Only (Recommended)
12. 2.4GHz wireless channel: 13
13. 5GHz wireless network/SSID: BTHub5-RTKG5
14. 5GHz wireless connections: Enabled (802.11 a/n/ac (up to 1300 Mb/s))
15. 5GHz wireless security: WPA2 Only (Recommended)
16. 5GHz wireless channel: 48
17. Firewall: Default
18. MAC Address: 9c:80:df:48:72:13
19. Software variant: -
20. Boot loader: 0.4.3-BT (Fri May 30 23:34:17 2014)

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Moderator
Moderator
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Message 4 of 24

Re: slow broadband speed

Hi @Daveski99 

Thanks for your posts and welcome back!

Sorry that your broadband speed is slower than what you've been seeing.  The info you posted doesn't give us a view of how the circuit is performing.

When you're in the Hub manager click on advanced>troubleshooting>helpdesk and paste that info.  We'll know best once we see that.

Also, just to be sure.  You don't have anything else connected just the Hub 5 and no modem?  You don't need any other modem as the Hub 5 will work with fibre on its own.

Cheers,

Robbie

Community ModeratorRobbieMac
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Daveski99
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Message 5 of 24

Re: slow broadband speed

Hi Robbie, this is the only info showing when i go into helpdesk

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Moderator
Moderator
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Message 6 of 24

Re: slow broadband speed


@Daveski99 wrote:

Hi Robbie, this is the only info showing when i go into helpdesk


Thanks for confirming @Daveski99 

Are you using the white Openreach modem with the Hub 5 or just the Hub 5 on its own?

Cheers,

Robbie

Community ModeratorRobbieMac
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Daveski99
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Message 7 of 24

Re: slow broadband speed

i have the open reach modem Robbie
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Distinguished Sage
Distinguished Sage
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Message 8 of 24

Re: slow broadband speed

All the needed stats are held by the modem and unless unlocked are not accessible 

you could connect the hh5 direct to the master socket using the cable currently connecting modem to socket



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Daveski99
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Message 9 of 24

Re: slow broadband speed

1. Product Name: HomeHub5
2. Serial number: +076284+1402014840
3. Firmware version: v0.07.08.11237-BT (Type B) Last updated 30/4/2019
4. Board version: 01
5. VDSL uptime: 0 days, 00:02:48
6. Data Rate: 1157 / 2696
7. Maximum Data Rate: 1157 / 5857
8. Noise Margin: 6.3 / 12.6
9. Line Attenuation: 17.2 / 35.4
10. Signal Attenuation: 0.0 / 0.0
11. Data sent/received: 0.3 MB / 0.7 MB
12. Broadband username: bthomehub@btbroadband.com
13. BT Wi-fi: Yes
14. 2.4GHz wireless network/SSID: BTHub5-RTKG
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: 13
18. 5GHz wireless network/SSID: BTHub5-RTKG5
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: 48
22. Firewall: Default
23. MAC Address: 9c:80:df:48:72:13
24. Software variant: -
25. Boot loader: 0.4.3-BT (Fri May 30 23:34:17 2014

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Moderator
Moderator
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Message 10 of 24

Re: slow broadband speed


@Daveski99 wrote:

1. Product Name: HomeHub5
2. Serial number: +076284+1402014840
3. Firmware version: v0.07.08.11237-BT (Type B) Last updated 30/4/2019
4. Board version: 01
5. VDSL uptime: 0 days, 00:02:48
6. Data Rate: 1157 / 2696
7. Maximum Data Rate: 1157 / 5857
8. Noise Margin: 6.3 / 12.6
9. Line Attenuation: 17.2 / 35.4
10. Signal Attenuation: 0.0 / 0.0
11. Data sent/received: 0.3 MB / 0.7 MB
12. Broadband username: bthomehub@btbroadband.com
13. BT Wi-fi: Yes
14. 2.4GHz wireless network/SSID: BTHub5-RTKG
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: 13
18. 5GHz wireless network/SSID: BTHub5-RTKG5
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: 48
22. Firewall: Default
23. MAC Address: 9c:80:df:48:72:13
24. Software variant: -
25. Boot loader: 0.4.3-BT (Fri May 30 23:34:17 2014


Hi @Daveski99 

Thanks for connecting the Hub 5 directly.  We can see more of what we need to now.

The noise margin is slightly higher than what it should be.  Potentially it looks like the line can achieve a connection speed closer to 6Mbps.  Do you have the Hub 5 connected to an extension socket or the main socket?

Try and connect to the test socket to rule out any internal issues.  See here:  Video - How to connect to your test socket

Once connected there boot up the Hub again and when you get the solid blue light post the stats again please.

Cheers,

Robbie

Community ModeratorRobbieMac
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