Unstable network this month and very low speed

[superlubu5702]

Hi, actually the issue happened few times in past 3 years.   I am using Smart hub with a 55Mbps plan, it usually starts by frequent connection drop between the hub and EE network, and after few retry, the up/down steam speed will gradually decrease.   Sometimes, it will suddenly go back to a reasonable speed, but most of the time it will keeps going down.  I understand from other forum it is a mechanism that the speed will tuning down to stabilise the connection, but it became problem when it always going down and no way to revoke.

Last 2 times I tried to arrange Engineer visit, and the engineer checked there is no issue on cabling between my house and the switch nearby.  So he said he have nothing can do but call to the EE control center to ask for resetting something.   Both time, after he made the call, the network speed will went back to normal (down 70Mbps, up 20Mbps)

And this happened again this month, I had tolerate it for few weeks but I don't want to call an Engineer visit for nothing again.  Do you mind let me know where can I contact for resetting the speed of my hub?  Here attach with the information from my smart hub for your reference.   Now the up/down stream is suppressed to 27/4 Mbps, which is much lower than the guarantee speed of my plan.

[XRaySpeX]

@superlubu5702 : Not mobile BB!

Yes, you should be getting about 80 Meg. The high NMs are damping your speeds. They should be 6 or 3 dBm.

Locate the hidden test socket that is revealed when you remove the bottom half of the split faceplate (2 screws or press tabs) of your master socket. Only do this if you have a split faceplate. Do you have any extension sockets in the home even if unused? Are there any wires connected to back of faceplate of master socket?

Only if you have an active analogue landline, try the BT Quiet Line Test (QLT), dial 17070 Opt 2, preferably with a corded phone, in the test socket with the router disconnected. If there is any noise, report it to your landline provider as a voice fault (don't mention Broadband). Often sorting out voice faults will fix the Broadband as well.

Reboot the router & plug it into the test socket using a DSL dangly micro-filter. Post the full router stats & System Uptime when plugged into test socket.

Is the issue any better?

The DLM system has put you on a banded profile in response to past errors on your line, at the top of the up to 27.4 Meg band of these VDSL Banded Profiles. You need to give the DLM time to relent & remove any banding. If your sync speed at the test socket remains stuck at the same speed for 10 days you should ask EE to investigate the underlying fault. If a fault is found and fixed then the OR engineer may request a DLM reset. However should significant errors persist the DLM will reapply banding.

Have you reported your problem with your BB to EE? They can't do anything about it until you do. Text HELP to 66033 to get EE to test the line & see what needs doing.

Which EE router & WiFi extenders, if any, do you have (read label or post a pix)? 

[JimM11]

@superlubu5702 If you need from a BT Smarthub2 version which is virtually the same as you EE, little bit earlier in time wise but running on a 40/10Mb/s split no issue.

BT Smart Hub 2 from March 2025.

[XRaySpeX]

@JimM11 : That 1's capped at 40/10 Meg. Hence the high NMs. Not what the OP should be aiming for at all.