topic Re: Broadband going slow in Broadband & Landline

Broadband going slow

chronic17 — Sat, 15 Apr 2023 20:56:25 GMT

I’m supposed to be getting up to 76mb/s with my internet but right now I’m only getting about 7 to 14mb/s, it happened a while back but it turned out to be a problem with my computer but this time it’s even affecting the WiFi on my phone and streaming services, any way to fix?

Re: Broadband going slow

XRaySpeX — Sat, 15 Apr 2023 22:13:07 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.
For other routers: login to it according to the label on it as the admin user & navigate looking for its router/connection statistics.

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: Broadband going slow

chronic17 — Sat, 15 Apr 2023 22:56:38 GMT

https://www.thinkbroadband.com/speedtest/1681599092637844855

Re: Broadband going slow

XRaySpeX — Sat, 15 Apr 2023 23:41:27 GMT

Unlike last Oct. this time your BB speed is really low, 16.5 Meg.

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: Broadband going slow

chronic17 — Sun, 16 Apr 2023 00:27:17 GMT

my router is already in the test socket and has been forever but i cant get to a corded phone right now but this is what my socket looks like

Re: Broadband going slow

chronic17 — Thu, 27 Apr 2023 23:06:47 GMT

Still waiting for reply with help.

Re: Broadband going slow

XRaySpeX — Fri, 28 Apr 2023 00:10:39 GMT

Still waiting for results of noise test using a phone.

Re: Broadband going slow

chronic17 — Sun, 30 Apr 2023 16:01:44 GMT

Bought a corded phone today and when I did the quiet line test there was no noise/problems that I could hear.

Re: Broadband going slow

Mustrum — Sun, 30 Apr 2023 16:06:19 GMT

@chronic17 have you reported a fault to th Broadband Care Team?

Re: Broadband going slow

chronic17 — Sun, 30 Apr 2023 16:51:51 GMT

Not yet I was hoping there could be a manual fix, If not then I would report it.

Re: Broadband going slow

Mustrum — Sun, 30 Apr 2023 17:21:16 GMT

@chronic17 unless you have another router I don't think there is much else you can do. So the sooner you report it the sooner an engineer will be sent out to fix the issue.

Re: Broadband going slow

XRaySpeX — Sun, 30 Apr 2023 19:51:13 GMT

The DLM system has put you on a banded profile in response to past errors on your line, at the top of the up to 16.5 Meg band of these VDSL Banded Profiles, altho' you now have no significant errors. You need to give the DLM time to relent & remove any banding. If your sync speed at the test socket remains stuck at the same speed for 10 days you should ask EE to investigate the underlying fault. If a fault is found and fixed then the OR engineer may request a DLM reset. However should significant errors persist the DLM will reapply banding.

Re: Broadband going slow

Mustrum — Mon, 01 May 2023 18:16:36 GMT

I would be more inclined to get the the fault reported so that the care team can look at your lines performance and to see the frequency of the interference that caused DLM to reduce your speeds.

They should also be able to reset the DLM to get your speeds back, and keep an eye on your line to see if there is still a fault somewhere.

Also if you are due compensation the sooner you tell them you have an issue the earlier the clock will start - waiting 10 days and then reporting it if it is still faulty just wastes time.