topic Re: Slow Broadband Again in Archived Posts

Slow Broadband Again

DuncanW — Sun, 13 Jun 2021 07:04:40 GMT

I am not getting the minimum broadband that is in my contract. I am supposed to be getting a minimum fibre download speed of 27.9 Mb/Sec but the BTW Performance Tester is saying it is 2.5Mb/Sec through the wifi (it is the same on other devices)

Here is the technical log:

Product name	EE Smart Hub
Serial number	2034002368
Firmware version	v0.06.01.08190-EE (Wed Aug 19 18:20:33 2020)
Board version	1
Data sent / received	119.2 MB / 2.0 GB
DSL uptime	0 days 0 Hours 28 Mins 30 Secs
Data rate	2.68 Mbps/10.83 Mbps
Maximum Data rate	2.8 Mbps/40.6 Mbps
Noise margin (up/down)	6.7/18.4
Line attenuation (up/down)	31.1/21.6
Signal attenuation (up/down)	22.0/19.0
Broadband username
2.4 GHz wireless network name
2.4 GHz wireless channel	Smart (Channel 6)
5 GHz wireless network name
5 GHz wireless channel	Smart (Channel 44)
Wireless Security	WPA
Wireless mode	Mode 1
Firewall	Default
MAC address	EC:6C:9A:90:D9:5D
Software variant	-
Boot loader	0.0.3-EE (Mon Dec 4 17:32:53 2017)

Here is the wired speed test results link:

https://www.thinkbroadband.com/speedtest/1623566896399261655

I have tried restarting the router but it hasn't made any difference

Re: Slow Broadband Again

XRaySpeX — Sun, 13 Jun 2021 07:14:01 GMT

Welcome to EE's Home Broadband Forum.

If you would like help with your BB speed or connection issues, please would you carry out the following steps for starters, which will enable us to diagnose the problem and advise you further.

1. What does BT Wholesale Broadband Availability Checker estimate for your phone number? Post just the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number or you don't have one, use the Address Checker, not the Postcode Checker.

2. What are all the estimates EE gave you when you joined? You'll find them in your MyEE for BB under "My BB Speed".

Re: Slow Broadband Again

DuncanW — Sun, 13 Jun 2021 07:33:53 GMT

on Exchange ABERDEEN LOCHNAGAR is served by Cabinet 52

Re: Slow Broadband Again

XRaySpeX — Sun, 13 Jun 2021 07:41:52 GMT

Yes, you are not even getting the Guaranteed Min Speed.

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?

Re: Slow Broadband Again

DuncanW — Sun, 13 Jun 2021 08:01:52 GMT

We have another socket in the house that is connected to a phone. There are no wires on the back of the faceplate.

There was no noise on the QLT

Here are the router stats from the test socket:

Firmware updated:Sat Feb 27 01:24:01 2021

Board version:01

DSL uptime:0 Days, 0 Hours, 2 Mins, 30 Secs

Data rate:2.87 Mbps / 10.60 Mbps

Maximum data rate:3.07 Mbps / 39.82 Mbps

Noise margin (up/down):6.7 / 18.2

Line attenuation (up/down):31.0 / 20.4

Signal attenuation (up/down):22.0 / 18.3

Data sent / received:5.7 MB / 131.9 MB

Broadband username:

2.4 GHz wireless network name:

2.4 GHz wireless channel:Smart (Channel 6)

5 GHz wireless network name:

5 GHz wireless channel:Smart (Channel 44)

Wireless security:WPA2

Wireless mode:Mode 1

Firewall:Default

MAC address:EC:6C:9A:90:D9:5D

Software variant:-

Boot loader:0.0.3-EE (Mon Dec 4 17:32:53 2017)

The broadband is still really slow

Re: Slow Broadband Again

XRaySpeX — Sun, 13 Jun 2021 08:08:02 GMT

If the extension socket is not connected to the master socket you might have "star-wiring" which could cause havoc with BB.

Do you use the extension phone? What type of master socket do you have? If you don't know, post a pic.

Re: Slow Broadband Again

DuncanW — Sun, 13 Jun 2021 08:14:38 GMT

I'm not sure how the sockets are connected. I've disconneded the phone on the second socket since we never use it.

I've attached a photo of the master socket

Re: Slow Broadband Again

XRaySpeX — Sun, 13 Jun 2021 08:28:14 GMT

Now the full router stats with the phone disconnected?

It won't be the phone that is the problem but the wiring to the extension socket. You might have sort that jumble of wires behind the master socket to eliminate the extension.

Re: Slow Broadband Again

DuncanW — Sun, 13 Jun 2021 08:31:33 GMT

Product name:Smart Hub

Serial number:+EEH001+2034002368

Firmware version:v0.06.01.08190-EE

Firmware updated:Sat Feb 27 01:24:01 2021

Board version:01

DSL uptime:0 Days, 0 Hours, 37 Mins, 58 Secs

Data rate:2.87 Mbps / 10.60 Mbps

Maximum data rate:3.06 Mbps / 39.83 Mbps

Noise margin (up/down):6.6 / 18.1

Line attenuation (up/down):31.0 / 20.4

Signal attenuation (up/down):22.0 / 18.3

Data sent / received:139.1 MB / 2.9 GB

Broadband username:

2.4 GHz wireless network name:

2.4 GHz wireless channel:Smart (Channel 6)

5 GHz wireless network name:

5 GHz wireless channel:Smart (Channel 44)

Wireless security:WPA2

Wireless mode:Mode 1

Firewall:Default

MAC address:EC:6C:9A:90:D9:5D

Software variant:-

Boot loader:0.0.3-EE (Mon Dec 4 17:32:53 2017)

We had engineers in to fix a fault a few months ago and it was working fine after that and they had been looking at the master socket