topic Re: Speed is shocking so slow in Archived Posts

Speed is shocking so slow

Ann1959 — Mon, 21 Jun 2021 15:46:26 GMT

I've just upgraded my package on the 8th June and Internet was fast could stream at 4k and everything then all of a sudden Internet slow again same as my last package im sure its something to do with the exchange or green box I'm connected to I'm providing photos of my speed and bt wholesale checker

Re: Speed is shocking so slow

XRaySpeX — Mon, 21 Jun 2021 15:53:18 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. Do not restart your router to do these tests:

1. Post your full router stats:

For a BrightBox: login and go to Advanced Settings/ System/ DSL Status. Also post 'System Uptime' from top of System Log page.
For a SmartHub: login and go to Advanced Settings/ Technical Log/ Information. Obscure your names & any numbers in the BB Username & also the SSIDs.

Full router stats are key to any speed & connection issues.

2. Try a wired speedtest, using an Ethernet cable supplied with the router, here http://www.thinkbroadband.com/speedtest.html . Click on the "Results Page" button at the bottom of the graph you first see and then copy to here just the "Link to this result:" link that you see below the next main graph.

Re: Speed is shocking so slow

Mustrum — Mon, 21 Jun 2021 15:58:42 GMT

Something or things not right there,

It maybe that your line has been wrongly provisioned, but the BTW DSL page shows a "Bridge Tap" which is often an indication of an internal wiring problem.

Are you able to plug the router into the Test Socket - revealed buy removing the two screws, or unclipping the Master Socket faceplate?

Also sight of the advanced router page would help.

Re: Speed is shocking so slow

Ann1959 — Mon, 21 Jun 2021 16:08:44 GMT

I haven't got a pc with ether net but on the ee home app my speeds are 10 down 2 up at router

Re: Speed is shocking so slow

Ann1959 — Mon, 21 Jun 2021 16:11:41 GMT

Re: Speed is shocking so slow

XRaySpeX — Mon, 21 Jun 2021 16:21:04 GMT

Event Log is not wanted; only the Information tab.

Re: Speed is shocking so slow

XRaySpeX — Mon, 21 Jun 2021 16:23:23 GMT

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: Speed is shocking so slow

XRaySpeX — Mon, 21 Jun 2021 16:24:40 GMT

What did you upgrade from/to?

Re: Speed is shocking so slow

Ann1959 — Mon, 21 Jun 2021 16:25:24 GMT

Removed faceplate and connected son in laws ps4 to ethernet ran speed test 8.9 up 1.5 down

Re: Speed is shocking so slow

Ann1959 — Mon, 21 Jun 2021 16:30:52 GMT

From bright box 2 with the fiber to cabinet
Reboot router speeds are 8.6 down 1.3 up
No extra wires connected to faceplate socket is master socket 5c

Re: Speed is shocking so slow

XRaySpeX — Mon, 21 Jun 2021 16:35:06 GMT

No, I need to see the router stats as you did in Post 5. I'm now not interested in any speed tests. It's all going on in your router.

What about the QLT?

Which EE BB product did you move from/to?

Re: Speed is shocking so slow

Ann1959 — Mon, 21 Jun 2021 16:36:43 GMT

Done quiet line test can hear no noise

Re: Speed is shocking so slow

Ann1959 — Mon, 21 Jun 2021 16:52:36 GMT

Re: Speed is shocking so slow

Ann1959 — Mon, 21 Jun 2021 17:31:01 GMT

Still the same it's really puzzling my last week when first put it on speeds were 21,25,23 and my upload was always around 5

Re: Speed is shocking so slow

Mustrum — Mon, 21 Jun 2021 17:35:27 GMT

A Mod has moved this post after someone posted in your thread.

Your router is still using readytoconnect rather than your username and password. A factory reset might pull through your username and password.

Your line is being restricted to 10/2 either by DLM or the wrong configuration.

Unless @Xrayspex1 comes up with something good, I think you will need to ring CS to get things sorted.

Re: Speed is shocking so slow

XRaySpeX — Mon, 21 Jun 2021 17:36:22 GMT

I'll ask you again, what are the exact names of the EE BB products you moved from/to? I've a suspicion you are still stuck on the old one.

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

Re: Speed is shocking so slow

XRaySpeX — Mon, 21 Jun 2021 18:04:38 GMT

@Mustrum : The EE Smart routers are a bit funny that way. They sometimes show the default readytoconnect@fs on that page even when connected properly, while showing the user's own BB Username on the BB Status page, or is it v.v.? There wouldn't be connection if that were true, but there is & it isn't.

@Ann1959 : Why were you given a white EE Smart Router & not a black Smart Hub? You don't have G.Fast or FTTP. You still haven't told me between which EE products you switched, which I believe is key to this.

Re: Speed is shocking so slow

Ann1959 — Mon, 21 Jun 2021 18:14:37 GMT

PLAN INFORMATION

Plan namePlan statusLandline number

Fibre Broadband with landline

ACTIVE

01709

WHAT'S INCLUDED IN YOUR PLAN FIBRE BROADBAND

Broadband FeaturesData AllowanceFibre CPESIMSmart WiFi4GEE WiFi Mini

Dynamic IP address

Unlimited Data

Smart Router

Included

VOICE LINE

Calling and Network FeaturesMonthly charge for line rentalLine TypeDirectory Listing

Caller Display

Included

Telephone Line

Included

CALLS

Pay as you go calls

Included

Telephone call service with no inclusive calls, any calls made will be charged at our standard rates.

CONTRACT TERM

18 month contract

Included

same as before but ive added the smart router and discs though for 10 pound a month

Re: Speed is shocking so slow

XRaySpeX — Mon, 21 Jun 2021 18:22:34 GMT

Ah, that explains the Smart Router & the upgrade. Do you still have the Brightbox 2? Can you put that back in & post its router stats?

I'm still awaiting the EE estimates from your MyEE for BB.

Re: Speed is shocking so slow

Ann1959 — Mon, 21 Jun 2021 18:47:41 GMT