Really slow smart hub plus

[Scottparnell22]

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Hi, having a real problem with my smart hub plus.

Had multiple visits from openreach for over a month for them to say today that there is no problem from the line between cabinet and my property, they says the problems with the router. On my 2nd router now and both saying 0.2 mbps. Tried the router at a friend's property and it worked fine.

Going round in circles speaking to EE.

Any suggestions would be greatly appreciated 

[Mustrum]

@Scottparnell22   Are you able to log into the router and show us the WAN status page and Technical log?

[Scottparnell22]

Hi, thanks for the reply, I think that is it below. Thanks 😊 

This is a list of your Hub settings and current statistics.

Product code:Hub

Serial number:+112133+2230015330

Firmware version:v0.44.00.04123-BT

Firmware updated:Mon Dec 16 14:24:09 2024

Board version:R01

GUI version:1.80 11_07_2023

DSL uptime:0 days,00 Hours37 Mins35 Secs

Data rate:20 Mbps / 79.999 Mbps

Maximum data rate:25.029 Mbps / 89.262 Mbps

Full Fibre (FTTP) Mode:Off

Noise margin:9.5 / 8.6

Line attenuation:3.2 / 6.8

Signal attenuation:3.2 / 6.9

VLAN id:101

Upstream error control:Off

Downstream error control:Off

Data sent / received:5.5 MB Uploaded / 22.7 MB Downloaded

Broadband username:bthomehub@btbroadband.com

Public Wi-fi status:Activated

2.4 GHz wireless network name:EE-FNCXCZ

2.4 GHz wireless channel:Smart (Channel1)

5 GHz wireless network name:EE-FNCXCZ

5 GHz wireless channel:Smart (Channel36)

Wireless security:WPA2

Wireless mode:Mode 1

Firewall:On

MAC address:A8:A2:37:F0:EA:2B

Software variant:-

Boot loader:0.1.7-BT (Thu Nov 30 09:45:22 2017)

This is a quick overview of your Hub's status.

Connection status:

Connection type:

Fibre Broadband (VDSL)

Firmware version:

v0.44.00.04123-BT

Firmware updated:

16-Dec-2024

Serial number:

+112133+2230015330

Downstream sync speed:

79.999 Mbps

Upstream sync speed:

20 Mbps

Network uptime:

0 Days, 00 Hours 33 Minutes

System uptime:

0 Days, 00 Hours 41 Minutes

Public Wi-fi status:

Activated

[Mustrum]

@Scottparnell22  thanks, it looks like you have a good connection and with max speeds to the router. The only concern I noticed with a quick look is DSL uptime:0 days,00 Hours37 Mins35 Secs - have you reset the router or something?

Also how are you testing the speeds?

Do you have another device and are you able to use a device via ethernet?

[Scottparnell22]

Yes I did another factory's reset earlier so that's why.

I'm testing via fast.com and tried 3 phones and 2 tablets all saying 200kbps. Haven't got a ethernet port on my laptop so haven't tried that but I did wire it up to my tv and that didn't work either. 😩

[Mustrum]

@Scottparnell22   OK, just to be sure, you are connecting to EE-FNCXCZ  and not EE WiFI?

Could you try https://www.speedtest.net/  and https://www.thinkbroadband.com/speedtest   and see if there is a difference.

[Scottparnell22]

Still low download via speedtest.net 😕

[Mustrum]

@Scottparnell22    that is very strange.

You don't have a VPN or anything else that might be slowing things down?

Have you got a PC or Laptop that you can open a CMD prompt and then type tracert bbc.co.uk   or similar. and post the results.

[Scottparnell22]

Sorry i dont know what you mean.

I've got the CMD prompt opened on my laptop, what do I do then?

[Mustrum]

just type tracert bbc.xo.uk

It should then just return something like this:

Tracing route to bbc.co.uk [151.101.128.81]
over a maximum of 30 hops:

1 1 ms 1 ms <1 ms DSL-AX82U-4630 [192.168.x.x]
2 4 ms 4 ms 4 ms 172.16.14.38
3 * * * Request timed out.
4 8 ms 8 ms 9 ms 62.172.102.68
5 9 ms 8 ms 14 ms peer3-et3-0-6.redbus.ukcore.bt.net [62.172.103.155]
6 * * * Request timed out.
7 8 ms 8 ms 8 ms 151.101.128.81

Trace complete.