Broadband slow loading

[TheCatweasel]

Hi,

My ee broadband is behaving strangely. Our data rate is 8.111 Mbps / 54.997 Mbps, and a speed test show around 42Mbps download, which is pretty good for where we live. However the actual connection appears to have a lag of some sort. 

Visiting websites take around 10-15 seconds to find and load in the browser. Streaming TV content shows the loading/buffer icon each time, which it didn't use to do. When a stream starts the image is out of focus/pixellated, for around 30 seconds but then works OK. So I have this lag of some sort, which I cannot seem to fix.

ee have sent 2 new routers, and I've had 3 engineers out to the house. The engineers say they cannot do anything as the speed into the house is correct. ee tech support have done all they can remotely and can't see any errors, but there definitely is an error somewhere!

Only have one device (external HD) connected to the router, but a number of wireless devices (phones, smart bulbs and speakers). Devices are added to groups on the router, so I can activate/deactivate each group from the Wifi just to check if anything is causing any interference but that didn't change anything.

I've changed the router wifi settings but again this didn't make any improvement, so all set back to default. ee suggest maybe moving to 5G Wireless router, but I'm not keen (plus it is expensive). Any ideas as to what may be happening?

[XRaySpeX]

Shouldn't Full Fibre (FTTP) Mode be OFF? Don't you have partial Fibre (FTTC)? 

DSL Uptime. Data Rates, NM, Attenuations, & VLAN ID all point to FTTC.

[JimM11]

@TheCatweasel Do you require to have a landline connected on the Router! Also are you on the BT Smarthub2 or the EE Smarthub(2023) version off the router, they both run the same version of FW so hard to tell apart!

[TheCatweasel]

In effect I have partial fibre FTTC, as the exchange is full fibre but I have copper wires to the house. If I deactivate FTTP I lose the broadband connection altogether. 

I only signed up for ee Broadband (moved from BT) but I'm on All Rounder: Fibre 50. 

[XRaySpeX]

Well, I would've thought Full Fibre (FTTP) Mode should be OFF.

[JimM11]

@TheCatweasel Forget the FF Auto nothing to do with it, have you been asked or told to do a Full Factory reset on the Router since you got it! Also is it a BT router or the EE one!

[TheCatweasel]

Thanks for your reply.

I haven't done a router factory reset, but I think one of the engineers may have. He said there was a lot of error messages stored on the router itself so he cleared those. That's about all he did. Originally I had the BT Smart Hub 2, but they subsequently changed this for the latest ee Smart Hub router. 

Is it worth me manually factory resetting it again? (although I think ee may have done this remotely when trying to fix the speed).

[JimM11]

@TheCatweasel If you are not sure then yes i would reset it first, and see how it goes from that point! The BT Smarthub2 with that exact update to the FW i had the pleasure off observing late Mar to Early Apr. Everyone raves about the Router, and although it was NOT in the best position due to where the Master Socket was located, after 2 weeks off use, i score the sucker 2 out off 10, there was a lot i did not like about it so not sure if the EE one that you have follows suit as all modified to get the EE app compatible with the BT Versions!

[TheCatweasel]

The factory reset appears to have fixed things. 😀

A couple of things:
1. I'm a little embarrassed I didn't think of this sooner, after about a dozen router reboots over the past week.
2. I'm a little embarrassed how happy this makes me feel!

From past experience a factory reset generally works OK for about 6 – 8 weeks before it all slows down again. I'm guessing this might need an EE software/firmware fix at some stage. 

Thanks.

[JimM11]

@TheCatweasel Don't wish to post what my thought is on the main Forum regarding what is going on, unfortunate you have no PM enabled or just not for your level yet! Please note OFF/ON with the BT Router is NOT going to fix it for you from what i observed!