EE Smart Hub question

[crashzone]

I'm on fiber plus but for some reason the router stats are showing low sync speeds.  

Data rate:15.00 Mbps / 20.00 Mbps

Maximum data rate:16.44 Mbps / 56.71 Mbps

Do I just ring the number and ask a techie to fix it?  Or is there something I can do at this end. 

Contract promise:

Minimum Fibre Download Speed is 46.2 Mb/Sec

Maximum Fibre Download Speed is 51.4 Mb/Sec

Minimum Fibre Upload Speed is 15.6 Mb/Sec

Maximum Fibre Upload Speed is 17.3 Mb/Sec

Minimum Guaranteed Download Speed is 41.60 Mb/Sec

[XRaySpeX]

Welcome to EE's Home Broadband Forum.

How long has it been like this? Has any  work been going on in your neighbour hood recently

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. 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.

[crashzone]

router stats

Product name:Smart Hub

Serial number:+EEH001+2031005841

Firmware version:v0.06.01.08190-EE

Firmware updated:Sat Feb 27 02:00:46 2021

Board version:01

DSL uptime:4 Days, 22 Hours, 2 Mins, 50 Secs

Data rate:15.00 Mbps / 20.00 Mbps

Maximum data rate:16.44 Mbps / 56.68 Mbps

Noise margin (up/down):7.2 / 19.1

Line attenuation (up/down):23.9 / 18.6

Signal attenuation (up/down):23.7 / 18.6

Data sent / received:8.8 GB / 171.6 GB

2.4 GHz wireless network name:EE-Hub-8Rs8

2.4 GHz wireless channel:Smart (Channel 1)

5 GHz wireless network name:5GHz-EE-Hub-8Rs8

5 GHz wireless channel:Smart (Channel 48)

Wireless security:WPA2

Wireless mode:Mode 1

Firewall:Default

MAC address:EC:6C:9A:56:EB:54

Software variant:-

Boot loader:0.0.3-EE (Mon Dec 4 17:32:53 2017

I have the BT activity checker info but can't seem to copy and paste it.  Any instructions on how to do tat would be good.  None techie at work here..

[pip11]

Just take a screenshot of the availabilt

It will need mod approval before it shows.

Meanwhile, check you have a dial tone and check for noise on the line 17070 option 2.

[crashzone]

Thanks pip11

Dial tone and noise checked. No noise and dial tone is there.

Here is the screen shot, hopefully...

[XRaySpeX]

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 20 Meg band of these VDSL Banded Profiles. 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.

[crashzone]

Thanks everyone

Had EE engineer out yesterday and now the OR engineer is coming on Monday.  Hopefully he can fix the problem.

The speed reduction happened suddenly and I guess DLM could well have kicked in.  Fingers crossed it's a fault that's relatively easy to fix.

[pip11]

EE don't have engineers.

[crashzone]

Okay, the tech guy they sent around.