23-06-2017 11:08 AM
Pay for 38Mbs fibre optic package but get a variation of between 4 and 30 Mbs even sat across from router also my son complains that it loses packets whatever they are any suggestions will save me a lot of grief
23-06-2017 12:58 PM
Welcome to EE's Home Broadband Forum.
You don't pay for the speed at the WiFi but the BB sync speed at the router.
If you would like help with your speed or connection issues, please would you carry out the steps and provide the data as requested in the Need Help with Your Home Broadband Speed or Connection? sticky. This will enable us to diagnose the problem and advise you further.
25-06-2017 05:11 PM
Screenshots of the results you requested.
https://gyazo.com/53ee841d0311b09a1fba7ef9d3699116 - System Log
https://gyazo.com/469441341a9b8edd945d50a067be1568 - Thinkbroadband speed test
25-06-2017 08:12 PM
The second pic shows you are connected at 40 / 10, so your speed tests may be impacted by something on your network. Are you abe to test via a wired connected with nothing else connected to the router?
Also try speedtest.net to see if the results are the same.
Let us know how you get on, it will help determine if the slowdown is in your local network, or with BT/EE.
25-06-2017 09:47 PM
Yes, your BB connection is fine but your actual throughput is awful.
Was that speedtest done wired? Please click the "Results Page" button and then copy to here just the "Link to this result:" link that you see below the next main graph.
26-06-2017 04:07 PM - edited 26-06-2017 04:07 PM
Still slow :(.
Try plugging your router into the hidden test socket that is revealed when you remove the bottom half of the split faceplate (2 screws) of your master socket. Only do this if you have a split faceplate. Do you have any extension sockets? Are there any wires connected to back of faceplate?
Post the router stats & the wired TBB speedtest result when plugged into test socket.
Try the BT Quiet Line Test (dial 17070 Opt 2), preferably with a corded phone, in the test socket with the router disconnected. If there is any noise, report to your landline provider as a voice fault (don't mention Broadband). Often sorting out voice faults will fix the Broadband as well.
26-06-2017 05:25 PM
26-06-2017 05:49 PM
What phone extensions do you have at your home?
26-06-2017 06:13 PM
26-06-2017 07:01 PM - edited 26-06-2017 07:02 PM
I meant how many phone sockets built into the walls, that may be connected behind your master socket?
You are using the master socket for the BB?
Do you now get better speeds with that wired extension plugged out?
26-06-2017 08:13 PM
26-06-2017 08:39 PM
A redundant extension is a probable source of interference - especially if it is unused. I would suggest as a minimum you get a new master socket VDSL NTE5 - with split plate front, dual socket (one for phone, one for router). This will have a built in micro filter. I would ensure that the old extension wiring is completely disconnected from the master socket.
26-06-2017 08:52 PM
It could caused by your internal wiring & w/out a test socket you are unable to isolate it. That unused extension socket could be acting like an aerial & intensifying any noise.
26-06-2017 10:33 PM
26-06-2017 11:12 PM
The OP has already shown that he is syncing at 40 - 10, so whilst the internal wiring and a better master socket will no doubt help, they have not said what they use to test, or that if they can do the test with no other applications running, either on their device or any other that is connected to the router.
Cloud connected stuff such as iCloud - Google drive or many others, running in the background, mobile phones or someone else using the net at the same time can cause similar issues with speed tests.
Bottom line is that they are getting what they pay for, but need some help understanding how to know how to test and show it.
by Cazamataz66 Saturday