Broadband fast then slow

[d-k-j]

I've got a new install from the street to my house, fibre to Smart Hub SH32B, ethernet to iMac. At first I was getting the right speed: 900Mbps. But over the course of the day it drops to 100Mbps. Restarting the hub restores the speed, but then it drops again.

I've had several calls & chats with EE. Even had an engineer out, who got the Ops centre to rebuild my profile. Same result. Any ideas?

[JimM11]

@d-k-j Is this just one device that slows down, or is it all of your devices?

[d-k-j]

All

[JimM11]

@d-k-j From your first posting, you have new fibre install and got a new EE Smarthub+ version that is used to connect only to a fttp service of which you have the gigabit plan as you report 900mb/s. Do you have anything else HW/SW from EE, ie extenders, hybrid, enhancer etc, or are we just dealing with straight router and devices.

Have you tried when you get the fault, other reset's, ie just switch the ONT off then back on, switch the iMac off back on as elimination. Copy of this link below, explains what the EE test service will do, you need to text from a mobile, registered to you account, would do this when you have an issue if you have not done it before. You will be the Help from the link.

Contact Us To Request Technical Support for Broadband and Landline | EE

[d-k-j]

No other HW SW. ONT off/on fixes it... but for how long? I've done the EE support.

[JimM11]

@d-k-j Thinking there is a possibility off one or two things going on since you say that all your devices are dropping, 1. with switching the ONT or the EE router off, then the Lan port re negotiates back up to Gbit ethernet speeds, 2. one of the devices has a problem with the other.

To further see what is going on, you need to do this when your system seems to be ok and at full speed, because either device restarting set's the lan port back up, http://192.168.1.254 gets you to the hub manager, if you look on the Status box it will show you the current wan connection, would think that your unit will display 1000 in its connected speed, when it drops again have a look see, if this has dropped down to 100, also bottom left you will see restart hub, this is a soft restart try it to see if it also brings you back up to full speed. If EE test then i would think they might see something. Keep us posted. 

[d-k-j]

That hub manager is interesting, thank you. WAN speed shows 2.44Gbps

[JimM11]

@d-k-j Then you are really lucky, the EE router has a 2.5Gb/s wan interface, and your ONT that is installed is the high speed version also with a 2.5Gb/s Lan interface, so if you ever decide to go to the 1.6Gb/s package then you are already there and just an EE profile change, the fault that you explain, would look really closely at the cable from the ONT to the EE router, may even be worth a swap if you happen to have a spare lying around. Its unfortunate a process of elimination, hard when either the Router or the ONT reboots clears the fault, cable may eliminate that only... Very hard to advise with this one! 

[d-k-j]

So today a helpful EE lady took me through doing a factory reset on the hub. Fingers crossed that's done the trick?

[JimM11]

@d-k-j Do post back to let the forum know either way, its good just incase it happens to someone if similar setup to what you have.👍