Slow broadband speeds

[Soozyj22]

About October last year my broadband speeds went really slow then resolved spontaneously a few weeks later. The problem is now back so I need to get to the bottom of it and need help please.

I’m on whatever the cheapest/standard EE broadband package is. I’m struggling to connect my broadband account to my EE account to see the bills for more details but will keep trying. 

I have a tp-link Archer VR400 router which shows the following:

Unfortunately my laptop doesn’t have an Ethernet port to check a wired  connection but it connects to the router instantly when I enter its IP address so I don’t think it’s a WiFi problem. 

My landline phone (I only have a cordless one) has been suffering from intermittent interference but it doesn’t correlate with periods of worst internet speed. 

I did a quiet line test which was ok.

This is the broadband check result. It looks like the speed I’m getting is about 1/10 of what I should be able to get but it’s not clear whether the problem is with BT or EE so I need some help please.

[Soozyj22]

Photos don’t seem to have worked so let me see if I can upload them somewhere and add a link.

I forgot to mention that I did a full router reboot when this happened previously and short term it made it even worse with multiple connection drops, then after a few hours reverted to just being slow. 

[XRaySpeX]

Don't bother, your images were awaiting approval. I have now done so & they should appear soon.

[XRaySpeX]

You should be getting about 8 Meg on that line.

Can you change to ADSL Mode = ADSL2+ (G.992.5) on that router & repost the router stats.

[Soozyj22]

Thanks @XRaySpeX I changed this setting from “Auto Sync-Up” to “ADSL2+” - I hope that’s the right place.

and here’s the new status. Upstream has improved but not much change to downstream:

[XRaySpeX]

Locate the hidden test socket that is revealed when you remove the bottom half of the split faceplate (2 screws or press tabs) of your master socket. Only do this if you have a split faceplate. Do you have any extension sockets in the home even if unused? Are there any wires connected to back of faceplate of master socket?

Try the BT Quiet Line Test (QLT), dial 17070 Opt 2, preferably with a corded phone, in the test socket with the router disconnected. If there is any noise, report it to your landline provider as a voice fault (don't mention Broadband). Often sorting out voice faults will fix the Broadband as well.

Reboot the router & plug it into the test socket. Post the full router stats & System Uptime when plugged into test socket.

Is the issue any better?

[Soozyj22]

I have a second extension in my bedroom which had a splitter and cable but no phone. Both have now been removed.

I swapped the splitter the router’s connected to with the one from my bedroom but no change.

4 wires behind the faceplate socket - all look to be attached to the faceplate. 

• Quiet line test on test socket was fine. 
  
  

After rebooting the router and connecting to test socket (phone disconnected) the speed is the same. Rebooting seems to have removed the errors though. 

[XRaySpeX]

Rebooting zeroises all error counts.

You should be syncing at about 8 Meg instead of the 572 K that you are. The reason you are not is that the DLM system has put you on a banded profile in response to past errors on your line, at the top of the 2nd lowest of these ADSL Banded Profiles. You need to give the DLM time to relent & remove any banding. Leave it alone for at least 7 days & don't reset or resync the router. If it's still banded you should then call EE to get the DLM reset in order to remove any banding. However should significant errors persist the DLM will reapply banding.

[Soozyj22]

Thanks very much for the explanation and link. I’ll leave it alone and keep my fingers crossed that it resolves automatically. 

[Mustrum]

@Soozyj22  depending on how much an annoyance the slow speeds are, you may want to look into what caused them. As mentioned above, DLM will slow broadband due to noise or disruption on the line, and at this time of year, one cause is Christmas Tree lights, although they should be gone by now! 

Were it me. I would be speaking with the Broadband care team to ask what they were able to see from any information they have on your line. I would also ask them to reset the line now, rather than wait for DLM - but maybe I am impatient, but something muct be cause the slow downs.

HTH