Fibre broadband speed drops

[ianfreeman]

On a regular basis, my fibre broadband speed drops to less than 1Mb at various times of the day, or overnight. If I reboot the router it comes back up to around 27Mbps and is OK until the next time it happens.

This has only started happening recently - up until then I was getting up to 60Mbps and no drop-outs. Can anyone advise me on what to do, please? Many thanks in advance.

[XRaySpeX]

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.

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.

[ianfreeman]

Thanks for the assistance.

Log:

Product name:Smart Hub

Serial number:+EEH001+1851005714

Firmware version:v0.06.01.08190-EE

Firmware updated:Tue Dec 15 00:51:17 2020

Board version:01

DSL uptime:0 Days, 9 Hours, 30 Mins, 54 Secs

Data rate:20.00 Mbps / 80.00 Mbps

Maximum data rate:29.42 Mbps / 96.50 Mbps

Noise margin (up/down):11.7 / 10.5

Line attenuation (up/down):7.2 / 8.7

Signal attenuation (up/down):7.0 / 8.7

Data sent / received:210.3 MB / 2.1 GB

Broadband username:

2.4 GHz wireless network name:

2.4 GHz wireless channel:Smart (Channel 6)

5 GHz wireless network name:

5 GHz wireless channel:Smart (Channel 44)

Wireless security:WPA2

Wireless mode:Mode 1

Firewall:Default

MAC address:44:FE:3B:E3:FA:32

Software variant:-

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

[ianfreeman]

Telephone Number on Exchange SOUTH CLAPHAM is served by Cabinet 35

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream HandbackThreshold(Mbps) WBC FTTC Availability Date WBC SOGEA Availability Date Left in JumperHigh Low High Low        VDSL Range A (Clean) 

VDSL Range B (Impacted) 

80	79	20	19	74	Available	Available	--
80	78.8	20	19	74	Available	Available	--

Featured Products Downstream Line Rate(Mbps) Upstream Line Rate (Mbps) Downstream Range (Mbps) Availability Date FTTP Install ProcessFTTP on Demand

330

30

--

Available

--

ADSL Products Downstream Line Rate (Mbps) Upstream Line Rate (Mbps) Downstream Range(Mbps) ADSL Availability Date WBC SOADSL Availability Date Left in JumperWBC ADSL 2+WBC ADSL2+ Annex MADSL MaxWBC Fixed RateFixed Rate

Up to 15.5	--	14 to 17.5	Available	Available	--
Up to 15.5	Up to 1.5	14 to 17.5	Available	Available	--
Up to 8	--	7 to 8	Available	Available	--
2	--	--	Available	Available	--
2	--	--	Available	--	--

Observed Speeds VDSLMax Observed Downstream SpeedMax Observed Upstream SpeedObserved Date

80

20

2021-03-19

Other Offerings Availability DateVDSL MulticastADSL Multicast

Available

Available

Premise Environment StatusBridge TapVRINTE FacePlateLast Test Date

N

N

N

26-04-2021

Exchange Product Restrictions StatusFTTP Priority ExchangeWLR WithdrawalSOADSL Restriction

N

N

Y

The premise/line is associated with exchange which is NOT part of current fibre priority programme.

The premise/line is associated with exchange where WLR is not withdrawn.

The premise/line is associated with exchange where SOADSL service is restricted.

FTTP is not available.

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

The Stop Sale date for IPstream is from 31 Oct 2013. The Formal Retirement date for IPstream is from 30 Jun 2014.

If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

Thank you for your interest

By submitting a query into this checker you accept Terms of Use for this checker.

[ianfreeman]

Unable to do a wired speedtest at present but will try later. Many thanks.

[XRaySpeX]

You are actually getting the top speeds for your Fibre Plus product, 80/20 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?

[ianfreeman]

I don't have a split faceplate and I couldn't bend down to unscrew it anyway, apologies.

There is one extension socket which is in use, none unused. It's not so much the speeds that concern me as they dropping down to nothing every day which is fixed by a reboot. Could the router itself be at fault? Many thanks again for your help.

[XRaySpeX]

Do the QLT from the front master socket anyway. 

[ianfreeman]

Done - no noise.

[Leanne_T]

Hi @ianfreeman

Thanks for coming to the community.

If you give our Broadband Tech team a call on 0800 079 8586 they will get this looked into for you. 

Thanks 🙂

Leanne.