New 900mbs broadband poor performance

[VWhiteaide]

Hi 😊 I had the 900/110 broadband package installed today and it’s performing very poorly. The speed varies wildly between 35-380 download and 9-90 upload . One of my devices is connected directly to the router and the best I could get from that was 90/50 . 

I’ve read that this package doesn’t take time to settle so ….. am I stuck with it ? ☹️ Can anyone help ?

Many thanks in advance

[XRaySpeX]

Which version firmware do you have?

[VWhiteaide]

Ahh well that’s good to hear 😊 I’ll probably wait a few days and hope for it to improve before I call then 🤞🏿🤞🏿

[VWhiteaide]

Yeah … good CS is rare these days isn’t it. 

[VWhiteaide]

How do I find that out please ? 

[XRaySpeX]

For a SmartHub: login and go to Advanced Settings > Technical Log > Information > Firmware Vers. Obscure your names & any numbers in the BB Username & also the SSIDs.

[MJMinogue]

Hi, I had mine installed yesterday also and experienced the same issue - however a few investigations showed it was the devices that were the problem (2 PCs, 3 laptops and an Amazon Firecube in my case). One PC is connected direct to the router by ethernet and the rest use ethernet  via a powerline adaptor or wireless. Its only the wired devices that have an issue. They vary according to the device. I tested the connection with Ookla Speednet

Im not sure what device you are using so apologies if you have already tried this, but have you checked the speed of the network card in the devices ?

eg I have the 500 full fibre package, but when I connect my Dell Inspiron laptop by ethernet either direct to the router or through a Powerline adaptor in another part of the house I never get more than 100 mbs. That's because the network card in the laptop has a maximum speed of 100 mbs and cant access any more than that for downloads. The wireless card in the device is rated at 433 mbs and I usually get about 350-400 by that method.

If its a windows machine that you are using then you can check the speed of the network card like this -

Connect an ethernet cable from the device to the router

Go to search on the pc and type "Network and Sharing Centre"

Select Change Adaptor Settings

Find the one that says Ethernet and double-click the icon. That will list the properties - Speed should be the last one

What does it say ? 100 mbs ? 500 mbs ? 1,000 (gigabit) ? 

Whatever it says is the max connection speed you can ever have  via ethernet with that device

Hope this helps and good luck !

[VWhiteaide]

Thank you so much for taking the time to leave this lovely long reply 😊 funnily enough I’d just come on here to update my post .

I called EE and they say I can’t possibly expect 900mbs even when wired and that the guarantee of 450 is only for wired devices. They also said it needs to settle 🙄 but have agreed to send an engineer. 

I understand that Wi-Fi will be slower of course but the variables are shocking, ranging from 35-350 download speeds 😐 my previous package had a guaranteed speed of 34mbs and I was always achieving that on Wi-Fi and more on wired 😐

further investigations have shown that yes indeed , my laptops Ethernet only supports 100mbs 🤷‍♀️ And to add to my disappointment, my MacBook , new this year , doesn’t even have an Ethernet port 😵‍💫😆 when I discovered my pc laptop couldn’t support the speed I thought “no bother , I’ll hook up the Mac”  ….well ,  I turned it round and round , upside down looking for the port and there isn’t one 😆

omg , I’m starting to wish I’d stuck with my old package 🤣

May I ask what kind of speeds you’re achieving on Wi-Fi ?

Thanks again 😊

[VWhiteaide]

Ps… I’ve just read your wireless speeds 😮 wow , that’s fantastic 👏 can we swap ? 😁

[VWhiteaide]

Hi 😊 I’ve used various speed test programs to check my new internet connection (FTTP 900mbs) and the BT Wholesale one gives dramatically different results to all the others , ranging from 90 DL to 1850 DL !

My questions ….. 1)  am I wasting my time having an engineer visit as when I phoned EE , it was the BT test they wanted to run whilst I was on the phone with them. If the engineer does the same and it shows the unbelievable 1850DL will it be a case of “it’s working fine, goodbye “ ? 

Q2… EE tell me 900mbs isn’t possible , even when using a wired connection, and that I can only expect 450Mbs wired and much less on Wi-Fi . Is this correct ? 

Many thanks 😊 

[MJMinogue]

No worries old chap, I’m a semi-retired IT professional and today is my day off 😊 ….

Some more info, if it helps

To check the wireless speed on your windows device … do the same as above,  but pull out the ethernet cable first and connect by wifi. Then go back to Change Adaptor Settings and look for the one that says “wifi” – the speed and the connection strength should be listed at the end

>> my MacBook , new this year , doesn’t even have an Ethernet port

I’ve spent most of my time on Windows and Unix and don’t know much about Mac; but try looking for an app called Network Utility or something similar – it should tell you the same stuff as the Windows equivalent

>> May I ask what kind of speeds you’re achieving on Wi-Fi ?

Funny you should ask, I tested all my devices yesterday, see below

The above wireless figures are from downstairs, less than 20ft from the router. Take the device upstairs, away from the router, and the speeds drop (eg the Victus goes from 500 to about 300). Upload speed is pretty constant wherever you are

Finally …

>> I called EE and they say I can’t possibly expect 900mbs even when wired and that the guarantee of 450 is only for wired devices

Huh ??? If they that to me I would reply “well, you can’t possibly expect me to pay the full fee, I only guarantee to pay half of that …”

take care !