WiFi Smart Hub download speed extremely slow all the time

[SullyR97]

Hi,

I've been having so many problems with me EE WiFi, and it is just constant. The download speed is extremely slow, constantly stops loading things on the internet, when the lights on the WiFi box is normal. I have no clue what is wrong. 

I mainly use it for gaming, and even then, everything downloads at around 2.3Mbps maximum, and I've had to resort to using my 4G data just to get faster download speeds. I've attached a photo of what shows up on the technical log.

[Mustrum]

@SullyR97   what speeds should you be getting?

If you enter your number in the BTW DSL cecker, post the results hiding your number it should help with more information.  https://www.broadbandchecker.btwholesale.com/#/ADSL 

[SullyR97]

It’s meant to be roughly around 30/35. But Speedtest only says 16/20 download, and as I mainly use it for gaming, pretty much every launcher I download games on only downloads around 2/2.4 Mbps. 

On the broadband checker, I’m not sure what numbers to fill out or where I get them from 

[XRaySpeX]

The speeds that EE are giving you are not the speeds you get from speedtests but the BB connection speeds as given by your router & shown in your OP, 22/6 Meg.

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.

[SullyR97]

This is what shows up with my phone number 🙂

[XRaySpeX]

You are running slower than BTw's Handback Threshold.

What speeds did EE promise you upon sign-up? You should find them in your MyEE for BB under Your broadband speed.

[SullyR97]

This it what it says on the Your Broadband Speed page

[XRaySpeX]

Well, from that there is not much you can expect from EE. They promised you 16 - 18 Meg & you're getting 22.

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?

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. Post the full router stats & System Uptime when plugged into test socket.

Is the issue any better?

[bobpullen]

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@SullyR97 wrote:
I mainly use it for gaming, and even then, everything downloads at around 2.3Mbps maximum...

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Perhaps something else to bear in mind: are you sure this download reading is in Mbps (megabits) and not MBps (megabytes)?

2.3MBps = 18.4Mbs, which is close to what I'd expect your line to be capable of looking at the stats you've provided.