My internet speed goes down when I try and use anything that requires internet.

[warhawk404]

My internet started working on 13th April. Haven't had a problem till now, where when I try and play a game or do anything else that requires internet, it goes dowwwwwn. Like 27 mbps to 4 mbps kind of down, and sometimes even more. I get great signals and connectivity too. I have also tried restarting and factory resetting. Nothing has worked... why?

[XRaySpeX]

Which router you running through? 

[warhawk404]

I am running a Smart Hub router.

[Alex_S]

Hi @warhawk404,

Welcome to the community 🙂

I would recommend calling our Technical Care Team.

They will be able to check your speed and connectivity on your account.

Alex 🙂

[XRaySpeX]

@warhawk404 : Welcome to EE's Home Broadband Forum.

Is it the BB as a whole dropping or just the WiFi connections? What colours are the light sequence when it happens?

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.

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.