Speed is shocking so slow

[Ann1959]

I've just upgraded my package on the 8th June and Internet was fast could stream at 4k and everything then all of a sudden Internet slow again same as my last package im sure its something to do with the exchange or green box I'm connected to I'm providing photos of my speed and bt wholesale checker

[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.

[Mustrum]

Something or things not right there, 

It maybe that your line has been wrongly provisioned, but the BTW DSL page shows a "Bridge Tap" which is often an indication of an internal wiring problem.

Are you able to plug the router into the Test Socket - revealed buy removing the two screws, or unclipping the Master Socket faceplate?

Also sight of the advanced router page would help.

[Ann1959]

• I haven't got a pc with ether net but on the ee home app my speeds are 10 down 2 up at router

[Ann1959]

[XRaySpeX]

Event Log is not wanted; only the Information tab.

[XRaySpeX]

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?

[XRaySpeX]

What did you upgrade from/to?

[Ann1959]

Removed faceplate and connected son in laws ps4 to ethernet ran speed test 8.9 up 1.5 down

[Ann1959]

• From bright box 2 with the fiber to cabinet
• Reboot router speeds are 8.6 down 1.3 up
• No extra wires connected to faceplate socket is master socket 5c