Slow Broadband Again

[DuncanW]

Hi

I am not getting the minimum broadband that is in my contract. I am supposed to be getting a minimum fibre download speed of 27.9 Mb/Sec but the BTW Performance Tester is saying it is 2.5Mb/Sec through the wifi (it is the same on other devices)

Here is the technical log:

Product name	EE Smart Hub
Serial number	2034002368
Firmware version	v0.06.01.08190-EE (Wed Aug 19 18:20:33 2020)
Board version	1
Data sent / received	119.2 MB / 2.0 GB
DSL uptime	0 days 0 Hours 28 Mins 30 Secs
Data rate	2.68 Mbps/10.83 Mbps
Maximum Data rate	2.8 Mbps/40.6 Mbps
Noise margin (up/down)	6.7/18.4
Line attenuation (up/down)	31.1/21.6
Signal attenuation (up/down)	22.0/19.0
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	WPA
Wireless mode	Mode 1
Firewall	Default
MAC address	EC:6C:9A:90:D9:5D
Software variant	-
Boot loader	0.0.3-EE (Mon Dec  4 17:32:53 2017)

Here is the wired speed test results link:

https://www.thinkbroadband.com/speedtest/1623566896399261655

I have tried restarting the router but it hasn't made any difference

[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. 

1. 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.

2. What are all the estimates EE gave you when you joined? You'll find them in your MyEE for BB under "My BB Speed".

[DuncanW]

on Exchange ABERDEEN LOCHNAGAR is served by Cabinet 52

Featured Products	Downstream Line Rate(Mbps)		Upstream Line Rate (Mbps)		Downstream Handback	WBC FTTC Availability Date	WBC SOGEA Availability Date	Left in Jumper
					Threshold(Mbps)
	High	Low	High	Low
VDSL Range A (Clean)	40.7	32.2	8.8	5.4	29.2	Available	Available	--
VDSL Range B (Impacted)	40	28.8	8.6	5	24.4	Available	Available	--
Featured Products	Downstream Line Rate(Mbps)	Upstream Line Rate (Mbps)	Downstream Range (Mbps)	Availability Date	FTTP Install Process
FTTP 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 Jumper
WBC ADSL 2+	Up to 4.5	--	3 to 7	Available	Available	Yes
WBC ADSL2+ Annex M	Up to 4.5	Up to 0.5	3 to 7	Available	Available	Yes
ADSL Max	Up to 3.5	--	2.5 to 6.5	Available	Available	--
WBC Fixed Rate	1	--	--	Available	Available	Yes
Fixed Rate	1	--	--	Available	--	--
Observed Speeds	VDSL	ADSL
Max Observed Downstream Speed	11.35	14.06
Max Observed Upstream Speed	2.6	1.26
Observed Date	12/06/2021	31/12/2020
Other Offerings	Availability Date
VDSL Multicast	Available
ADSL Multicast	Available
Premise Environment	Status
Bridge Tap	N
VRI	N
NTE FacePlate	N
Last Test Date	01/06/2021
Exchange Product Restrictions	Status
FTTP Priority Exchange	N
WLR Withdrawal	N
SOADSL Restriction	Y

Minimum Fibre Download Speed is 27.9 Mb/Sec

Maximum Fibre Download Speed is 36.4 Mb/Sec

Minimum Fibre Upload Speed is 5.3 Mb/Sec

Maximum Fibre Upload Speed is 9.1 Mb/Sec

Minimum Guaranteed Download Speed is 22.80 Mb/Sec

[XRaySpeX]

Yes, you are not even getting the Guaranteed Min Speed.

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?

[DuncanW]

We have another socket in the house that is connected to a phone. There are no wires on the back of the faceplate.

There was no noise on the QLT

Here are the router stats from the test socket:

Firmware updated:Sat Feb 27 01:24:01 2021

Board version:01

DSL uptime:0 Days, 0 Hours, 2 Mins, 30 Secs

Data rate:2.87 Mbps / 10.60 Mbps

Maximum data rate:3.07 Mbps / 39.82 Mbps

Noise margin (up/down):6.7 / 18.2

Line attenuation (up/down):31.0 / 20.4

Signal attenuation (up/down):22.0 / 18.3

Data sent / received:5.7 MB / 131.9 MB

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:EC:6C:9A:90:D9:5D

Software variant:-

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

The broadband is still really slow

[XRaySpeX]

If the extension socket is not connected to the master socket you might have "star-wiring" which could cause havoc with BB.

Do you use the extension phone? What type of master socket do you have? If you don't know, post a pic.

[DuncanW]

I'm not sure how the sockets are connected. I've disconneded the phone on the second socket since we never use it.

I've attached a photo of the master socket

[XRaySpeX]

Now the full router stats with the phone disconnected?

It won't be the phone that is the problem but the wiring to the extension socket. You might have sort that jumble of wires behind the master socket to eliminate the extension.

[DuncanW]

Product name:Smart Hub

Serial number:+EEH001+2034002368

Firmware version:v0.06.01.08190-EE

Firmware updated:Sat Feb 27 01:24:01 2021

Board version:01

DSL uptime:0 Days, 0 Hours, 37 Mins, 58 Secs

Data rate:2.87 Mbps / 10.60 Mbps

Maximum data rate:3.06 Mbps / 39.83 Mbps

Noise margin (up/down):6.6 / 18.1

Line attenuation (up/down):31.0 / 20.4

Signal attenuation (up/down):22.0 / 18.3

Data sent / received:139.1 MB / 2.9 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:EC:6C:9A:90:D9:5D

Software variant:-

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

We had engineers in to fix a fault a few months ago and it was working fine after that and they had been looking at the master socket