topic Re: Really slow smart hub plus in Broadband & Landline

Really slow smart hub plus

Scottparnell22 — Tue, 28 Jan 2025 18:33:34 GMT

Hi, having a real problem with my smart hub plus.

Had multiple visits from openreach for over a month for them to say today that there is no problem from the line between cabinet and my property, they says the problems with the router. On my 2nd router now and both saying 0.2 mbps. Tried the router at a friend's property and it worked fine.

Going round in circles speaking to EE.

Any suggestions would be greatly appreciated

Re: Really slow smart hub plus

Mustrum — Tue, 28 Jan 2025 18:55:35 GMT

@Scottparnell22 Are you able to log into the router and show us the WAN status page and Technical log?

Re: Really slow smart hub plus

Scottparnell22 — Tue, 28 Jan 2025 19:05:14 GMT

Hi, thanks for the reply, I think that is it below. Thanks 😊

This is a list of your Hub settings and current statistics.

Product code:Hub

Serial number:+112133+2230015330

Firmware version:v0.44.00.04123-BT

Firmware updated:Mon Dec 16 14:24:09 2024

Board version:R01

GUI version:1.80 11_07_2023

DSL uptime:0 days,00 Hours37 Mins35 Secs

Data rate:20 Mbps / 79.999 Mbps

Maximum data rate:25.029 Mbps / 89.262 Mbps

Full Fibre (FTTP) Mode:Off

Noise margin:9.5 / 8.6

Line attenuation:3.2 / 6.8

Signal attenuation:3.2 / 6.9

VLAN id:101

Upstream error control:Off

Downstream error control:Off

Data sent / received:5.5 MB Uploaded / 22.7 MB Downloaded

Broadband username:bthomehub@btbroadband.com

Public Wi-fi status:Activated

2.4 GHz wireless network name:EE-FNCXCZ

2.4 GHz wireless channel:Smart (Channel1)

5 GHz wireless network name:EE-FNCXCZ

5 GHz wireless channel:Smart (Channel36)

Wireless security:WPA2

Wireless mode:Mode 1

Firewall:On

MAC address:A8:A2:37:F0:EA:2B

Software variant:-

Boot loader:0.1.7-BT (Thu Nov 30 09:45:22 2017)

This is a quick overview of your Hub's status.

Connection status:

Connection type:

Fibre Broadband (VDSL)

Firmware version:

v0.44.00.04123-BT

Firmware updated:

16-Dec-2024

Serial number:

+112133+2230015330

Downstream sync speed:

79.999 Mbps

Upstream sync speed:

20 Mbps

Network uptime:

0 Days, 00 Hours 33 Minutes

System uptime:

0 Days, 00 Hours 41 Minutes

Public Wi-fi status:

Activated

Re: Really slow smart hub plus

Mustrum — Tue, 28 Jan 2025 19:11:54 GMT

@Scottparnell22 thanks, it looks like you have a good connection and with max speeds to the router. The only concern I noticed with a quick look is DSL uptime:0 days,00 Hours37 Mins35 Secs - have you reset the router or something?

Also how are you testing the speeds?

Do you have another device and are you able to use a device via ethernet?

Re: Really slow smart hub plus

Scottparnell22 — Tue, 28 Jan 2025 19:38:20 GMT

Yes I did another factory's reset earlier so that's why.

I'm testing via fast.com and tried 3 phones and 2 tablets all saying 200kbps. Haven't got a ethernet port on my laptop so haven't tried that but I did wire it up to my tv and that didn't work either. 😩

Re: Really slow smart hub plus

Mustrum — Tue, 28 Jan 2025 19:53:04 GMT

@Scottparnell22 OK, just to be sure, you are connecting to EE-FNCXCZ and not EE WiFI?

Could you try https://www.speedtest.net/ and https://www.thinkbroadband.com/speedtest and see if there is a difference.

Re: Really slow smart hub plus

Scottparnell22 — Tue, 28 Jan 2025 20:04:14 GMT

Still low download via speedtest.net 😕

Re: Really slow smart hub plus

Mustrum — Tue, 28 Jan 2025 20:15:05 GMT

@Scottparnell22 that is very strange.

You don't have a VPN or anything else that might be slowing things down?

Have you got a PC or Laptop that you can open a CMD prompt and then type tracert bbc.co.uk or similar. and post the results.

Re: Really slow smart hub plus

Scottparnell22 — Tue, 28 Jan 2025 20:39:27 GMT

Sorry i dont know what you mean.

I've got the CMD prompt opened on my laptop, what do I do then?

Re: Really slow smart hub plus

Mustrum — Tue, 28 Jan 2025 20:43:25 GMT

just type tracert bbc.xo.uk

It should then just return something like this:

Tracing route to bbc.co.uk [151.101.128.81]
over a maximum of 30 hops:

1 1 ms 1 ms <1 ms DSL-AX82U-4630 [192.168.x.x]
2 4 ms 4 ms 4 ms 172.16.14.38
3 * * * Request timed out.
4 8 ms 8 ms 9 ms 62.172.102.68
5 9 ms 8 ms 14 ms peer3-et3-0-6.redbus.ukcore.bt.net [62.172.103.155]
6 * * * Request timed out.
7 8 ms 8 ms 8 ms 151.101.128.81

Trace complete.

Re: Really slow smart hub plus

Scottparnell22 — Tue, 28 Jan 2025 20:57:18 GMT

Re: Really slow smart hub plus

Mustrum — Tue, 28 Jan 2025 21:09:28 GMT

Thanks @Scottparnell22

Alas that has not worked the way I hoped, it has used IPv6 and not 4 and not responded to the beeb.

Need to have a rethink!

But did you answer the WiFi network you are connected to?

Re: Really slow smart hub plus

Scottparnell22 — Tue, 28 Jan 2025 21:12:43 GMT

Thanks for your help, I really appreciate it 😁

Yes im connected to EE-FNCXCZ

Re: Really slow smart hub plus

Mustrum — Tue, 28 Jan 2025 21:15:07 GMT

Ok thanks

Could you try tracert 151.101.128.81

Hopefully that will give us IPv4 results.

Sorry for random questions, but this is a bit unusual.

Re: Really slow smart hub plus

Scottparnell22 — Tue, 28 Jan 2025 21:34:07 GMT

Openreach engineers said the same thing today 🙄

Re: Really slow smart hub plus

XRaySpeX — Tue, 28 Jan 2025 22:07:19 GMT

Sorry, that's not an EE Smart Hub Plus. That does not report Max data rate, Noise Margin or Attenuations. FW vers is all wrong.

What EE router do you have (read its label or post a pix)?

Re: Really slow smart hub plus

JimM11 — Tue, 28 Jan 2025 22:07:41 GMT

@Scottparnell22 The list that @Mustrum asked for and that you posted up, is not for a EE Smarthub+ Router, can you take a look at the link below, see the pictures and describe which router that you see looks like yours.

https://ee.co.uk/help/broadband/getting-started/compare-our-range-of-broadband-hubs

Re: Really slow smart hub plus

Scottparnell22 — Tue, 28 Jan 2025 22:10:26 GMT

Apologies its just a EE Smart Hub (2023) 😬

Re: Really slow smart hub plus

JimM11 — Tue, 28 Jan 2025 22:17:11 GMT

@Scottparnell22 First thing get the public wifi signal turned off on the router, you have no idea if anyone else has jumped onto the router and using sucking away your broadband speed. You need to get rid off this below, when correct probably is De-Activated.

"Public Wi-fi status:Activated"

Re: Really slow smart hub plus

JimM11 — Tue, 28 Jan 2025 23:07:35 GMT

@Scottparnell22 Once you get complete control of the wireless wi-fi signal, then the router has to be proven that it is capable of what it is reporting it can do, currently it is saying you have a good line with a 80mb/s down / 20mbps up, ie 80/20 split.

The best way to do this quickly is Ethernet connected to the EE Router, you are restricted as you have no Ethernet devices,

Second is wi-fi and if you are going this way, then ALL other wireless devices have to be OFF to establish a baseline.

It may be that getting rid of the public wi-fi does it, once you have it done, speed test again, but be aware speed test's are a guidance only, they do not push the limit's for router operation, and also be aware of other wireless connections, anything 50mb/s down 16mb/s up is what you are looking for to start. Your fast post with the numbers in the thousands are you killer's....