Download speed dropped

[CJ2001]

Hi I was just on the phone with one of your agents to get our new router set up as it’s just arrived today, now that the router is set up and running it seems that the download speed we are paying for has dropped, for some reason with our previous older gen smart router  (black router two Aqua blue lines) I had a download speed of around 70 Mbs latency of 20ms and a upload speed of around 20 to 24 Mbs. With our new router (white unit with circle light) my download speed has dropped to below 40Mbs, my latency is up to 45ms and my upload speed is down to 13mbs.

Is there anything you guys can do on your end to fix this as we pay for the high-end high powered broadband?

many thanks

[XRaySpeX]

Welcome to EE's Home Broadband Forum.

This is a user discussion forum. We (users like you) don't/can't fix things in EE systems but can offer advice & help.

Which EE BB product have you bought?

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.
• For other routers: login to it according to the label on it as the admin user & navigate looking for its router/connection statistics.

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.