topic Re: Slow Broadband in Broadband & Landline

Slow Broadband

Thunderfinger — Sat, 22 Jul 2023 08:37:45 GMT

I recently changed from a Dell Inspiron All In One Desktop Computer to a HP 24-ck0012na All-in-One PC. Internet is now slow to non-existent. The PC is upstairs and the router is downstairs, but it was not as bad as this with the Dell. Samsung Galaxy tablet is unaffected.

Re: Slow Broadband

XRaySpeX — Sat, 22 Jul 2023 12:49:36 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: Slow Broadband

Thunderfinger — Mon, 24 Jul 2023 09:44:21 GMT

Re: Slow Broadband

Leanne_T — Mon, 24 Jul 2023 13:02:08 GMT

Hi @Thunderfinger

If you connect to the WiFi in the same room with the tablet, do you have the same issues as the PC?

Leanne.

Re: Slow Broadband

Thunderfinger — Mon, 24 Jul 2023 13:35:53 GMT

Hi

The PC is in the bedroom and the tablet works fine in the bedroom.

Cheers

Re: Slow Broadband

Katie_B — Mon, 24 Jul 2023 15:06:37 GMT

Thanks for confirming @Thunderfinger.

Have you been able to speak with our technical care team?

Katie

Re: Slow Broadband

Mustrum — Mon, 24 Jul 2023 15:54:51 GMT

@Thunderfinger given that the DSL Checker shows you are getting the max speeds to your router, and the tablet still works OK, it would seem the issue is with your new HP.

It maybe the WI-FI card is faulty, or does not like the combined Wi-Fi bands on the newer EE routers. Are you able to move it closer to the router and connect it via an ethernet cable to see if the speed improves?

Re: Slow Broadband

Thunderfinger — Mon, 24 Jul 2023 15:55:53 GMT

No, I haven't tried that yet.

Re: Slow Broadband

Thunderfinger — Mon, 24 Jul 2023 16:01:23 GMT

No, I haven't done that, yet.

Thanks.

Re: Slow Broadband

Katie_B — Mon, 24 Jul 2023 16:17:52 GMT

Hi @Thunderfinger.

I would recommend getting in touch so the team can complete a full diagnostics for you.

Katie

Re: Slow Broadband

XRaySpeX — Mon, 24 Jul 2023 16:24:35 GMT

That looks good but you haven't carried steps 1, Router Stats, & 2, speedtest, of my request.

Please run the speedtest both from the new HP & from the old Dell, if you still have it, or the tablet.

Re: Slow Broadband

Thunderfinger — Mon, 24 Jul 2023 17:35:18 GMT

I did send you them but they didn't arrive. Here they are. Thanks.

Re: Slow Broadband

XRaySpeX — Mon, 24 Jul 2023 17:43:27 GMT

Your BB is running fine at its top speeds. So the issue must be with the PC & its Network adapters.

Is that speedtest on the HP? Was it run over Ethernet or WiFi? Now run the speedtest with the old Dell, if you still have it, or the tablet.

Re: Slow Broadband

Thunderfinger — Mon, 24 Jul 2023 18:43:21 GMT

The previous speedtest was on the HP. Below is the speedtest on my Galaxy tab. I have sent away for a couple of decent internet cables.

Thanks.

Re: Slow Broadband

XRaySpeX — Tue, 25 Jul 2023 09:24:09 GMT

Are you using the same WiFi band for each, 2.4 or 5 GHz?

Re: Slow Broadband

Thunderfinger — Tue, 25 Jul 2023 12:19:32 GMT

Yes, 2.4.