Slower speed

pulsy — Fri, 08 Jul 2022 12:25:27 GMT

Hello,

In the past we had the 64MB/s plan or something similar to that, we upgraded our speed to 144~ or around, the new modem and technician arrived and been setup, but we are still getting the old speed.

What is the cause of this?

Re: Slower speed

XRaySpeX — Fri, 08 Jul 2022 12:31:49 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. Also on the Home > Status page what is the Connection Type?

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.

3. 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.

Re: Slower speed

Chris_B — Fri, 08 Jul 2022 12:35:53 GMT

@pulsy how’s your activation for your new tariff started yet ? When was your start date due this new tariff? You should of got an email with the start date if that date has passed you might want to call customer services to make sure your new tariff has started.

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Slower speed

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