Awful download speeds

We have been with EE for the best part of a year and generally recieved speeds around 35-40Mbps. The last few days these have dropped significantly and are now less than 5Mbps, I've tried restarting the smarthub. The downstream is apparently 39.99Mbps but no amount of speed tests on iPhones, iPads, Xboxes and PC's gives a result even close to the previous. The tests on the Xbox and PC have both been via ethernet too. Any suggestions? 

by Grand Master
Grand Master

Re: Awful download speeds

Welcome to EE's Home Broadband Forum.

If you would like help with your BB speed or connection issues, please would you carry out the following steps for starters, which will enable us to diagnose the problem and advise you further. Do not restart your router to do these tests:

1. Post your full router stats.

For a BrightBox: login and go to Advanced Settings/ System/ DSL Status. Also post 'System Uptime' from top of System Log page.

For a SmartHub: login and go to Advanced Settings/ Technical Log/ Information.

Full router stats are key to any speed & connection issues.

2. Try a wired speedtest, using an Ethernet cable supplied with the router, here 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.

3. What exchange are you connected to? If you don't know use: http://www.samknows.com/broadband/exchange_search and post the URL of your exchange page.


4. What does BT 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, use the Address Checker, not the Postcode Checker.

If you think I helped please feel free to hit the "Thumbs Up" button below.

To phone EE: The local rate landline number +44 207 362 0200 or Freephone +44 800 079 8586 - Option 1 for Mobiles; Option 2 for 4G WiFi; Option 3 for Home Broadband & EE TV.

ISPs: 1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC => 2014: EE 20 Meg WBC

Re: Awful download speeds

Product name:Smart Hub
Serial number:+EEH001+1806012240
Firmware version:v0.00.24.06190-EE
Firmware updated:Mon Jul 16 07:34:20 2018
Board version:01
DSL uptime:0 Days, 0 Hours, 35 Mins, 16 Secs
Data rate:9.99 Mbps / 39.99 Mbps
Maximum data rate:12.15 Mbps / 58.43 Mbps
Noise margin (up/down):6.4 / 15.1
Line attenuation (up/down):29.6 / 21.7
Signal attenuation (up/down):29.5 / 20.0
Data sent / received:102.9 MB / 175.4 MB
Broadband username:PRODUCTIONHQNUN349190517@fs
2.4 GHz wireless network name:EE-Hub-u6Fo
2.4 GHz wireless channel:Smart (Channel 1)
5 GHz wireless network name:EE-Hub-u6Fo
5 GHz wireless channel:Smart (Channel 48)
Wireless security:WPA2
Wireless mode:Mode 1
MAC address:94:6A:B0:3E:CE:E7
Software variant:-
Boot loader:0.0.3-EE (Mon Dec 4 17:32:53 2017)
Wired speed test
BT Availability Checker


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