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  going back tour original post, were both of the routers the same model?

Do you by chance have another router you could try? An older BT for example.

When you tried at your friends place are they also an EE - or BT customer?

[Scottparnell22]

Hello @Mustrum 

Yes both my routers are the same model and one of the internal engineers tried an older bt router and that had the same speed.

My friends property is a EE customer too.

[Mustrum]

@Scottparnell22   then that does not leave much, and sounds like an issue with the EE/BTW config.

Suggest you don't give up with the calls to EE and are able to get to speak to someone who can get it sorted.

[Scottparnell22]

Hi @Mustrum, I have my laptop connected via a ethernet cable. Any suggestions? 😊

[Mustrum]

@Scottparnell22    well seeing the results of a speedtest to thinkbroadband I linked earlier would be good, as would tracert to the IP in the earlier post.

Could you also do another post of the Technical log you did earlier.

[Scottparnell22]

Thanks for the quick reply, did a test on fast.com and still really low speed.

 

 

[XRaySpeX]

Let's see a speedtest on TBB: 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.

[Mustrum]

@Scottparnell22    Ah, that is the wrong tab, you have shown the Event Log, and not the Information tab.

You also went back to the bbc, and not tracert 151.101.128.81

The thinkbroadband speed test shows a lot more info than the Fast one, so seeing that would be helpful.

[Scottparnell22]

Apologies not the best at this 😕 

 

 

[Mustrum]

@Scottparnell22   OK thanks

Would I be right in thinking you rebooted the router or knocked a cable? Uptime was very low.

Sight of the thinkbroadband test would be good. But..

If you are still getting the same slow speeds on speed tests it really would be best to call customer services when they open in the morning.