Best way to report terrible broadband speeds

[#1]

I have just done this test on my desk top. I only used my ipad yesterday as I'm sure I read that when doing a test with out an ethernet cable to do it as close as possible to the router.

I don't know if this is of any use as it obviously struggled, so apologies if its not.

Thank you @Baldrick1 I will look for my original cable or buy one and start there! Does the fact that my line is banded mean I can never get more than 35mbps? Can you tell me what latency is?

Sorry John that I wasn't replying straight away yesterday, I had lots of other things I needed to do, it certainly wasn't because I didn't want to rectify the problem.

justin4

[#2]

@Justin4 

Yes, the banding puts a top limit on what's called your sync speed. That's the maximum speed between your hub and the street cabinet. Your actual download speed should be a bit less than that. This is the speed cap that is being removed by @Gandalf.

However, you are only getting 3.03Mbps over wireless. We need to eliminate the wireless element and get the speed right over Ethernet. Once that's right we can look at any wireless issues.

When you contact a web site, such as the speed tester there is a delay as the data is transferred through the system. Typically this is less than 20mS. Your initial speed test screenshot is reporting 1717mS.

[#3]

@Baldrick1

This is really helpful thank you!

I will hopefully be able to do a test using a Ethernet cable tonight or tomorrow I will let you know how I get on.

justin4

[#4]

Hi Justin, thanks for getting back.

Let us know how it goes once you've had a chance to do some further testing.

[#5]

Hey Anoush,

So I did a test using an Ethernet cable last night. I had the same problem I had when I first tried this. No mater how many times I try it the little rocket symbol didn’t fly! So the clouds pass it really slowly every now and then as though something just isn’t working. The cycle never completes no matter how long I leave it. Any ideas as to what is wrong?

My girlfriend was on her laptop yesterday and a message came up saying our provider was putting a cap on the line. I’m hoping this was you taking the cap off? When I do tests on my iPad one minute is seems an ok speed and the next it’s really low, so it is constantly changing, is this normal?

All the best

Justin

[#6]

@Justin4  - not being funny, but that last post doesn't really help. It doesn't tell us what really happened.

Can you PLEASE post up your Hubs Help Desk page, which may give us non-Help Team members an idea of what should is happening - I've been asking for this since my first response.

Your comment about a 'cap' doesn't make sense either - PN would never post a message like that in a 'pop-up'.

[#7]

@Justin4 

Also back here I gave you a link to am alternative speed tester. https://community.plus.net/t5/Fibre-Broadband/Best-way-to-report-terrible-broadband-speeds/m-p/18403...

I’m thinking that we are getting nowhere fast and it’s time you called out an ‘engineer’ to sort this for you.

[#8]

I think your right! I don’t t want to aggravate anyone any further. Thanks every one for doing the there best to help.

[#9]

Hey Justin, thanks for getting back to us. 

I don't think you're aggravating anybody at all, if it comes off that way it may be from a desire of the forum folk trying to help.

There was a cap at 35mbps on your line, but I've retested things and I can see that's been removed after I reset it.

It looks like your router's now getting around 38mbps, which is just under where we'd expect of between 40mbps to 54mbps, but as you're struggling to open a webpages, this suggests you're getting even less. 

Would you be able to run a speed test Here with your laptop plugged into the router using an ethernet cable? While running the test, I'd recommend turning off all other devices and if possible, turn off WiFi on your laptop.

Let us know how it goes. I'll be happy to arrange a Qube engineer (working on behalf of BT) though to visit you to help you out in person if it's easier, feel free to let me know. 

I'll add our test results below in case it assists other people trying to help you:

GEA Test Detail
Circuit ID	NA	Service ID	[redacted]

Test Outcome	Pass
Test Outcome Code	GTC_FTTC_SERVICE_0000
Description	GEA service test completed and no fault found .
Main Fault Location	OK
Sync Status	In Sync
Downstream Speed	38.9 Mbps
Upstream Speed	5.3 Mbps
Appointment Required	N
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Bridge Tap	Not Detected
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Not Detected
Estimated Line Length In Metres	-47.8
Upstream Rate Assessment	Very Good
Downstream Rate Assessment	Very Good
Interference Pattern	Not Detected
Service Impact	No Impact Observed
Home Wiring Problem	Not Detected
Downstream Policing Discard Rate	0.0
Customer Traffic Level	Upstream and Downstream traffic detected
Technology	VDSL
Current 15Min Bin Retrains	0
Last 15Min Bin Retrains	0
DP Type	External
Profile Name	0.128M-35M Downstream, Retransmission High - 0.128M-20M Upstream, Error Protection Off
Time Stamp	2021-11-05T16:15:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	38.9 Mbps	38.9 Mbps	38.9 Mbps
Up Stream Line Rate	5.2 Mbps	5.3 Mbps	5.3 Mbps
Up Time	432.0 Sec	900.0 Sec	894.4 Sec
Retrains	0.0	3.0	0.0

Current and Last 15 Minute Bin Performance
Parameters	Last Traffic Count(Upto 15 mins)	Current Traffic Count(Upto 15 mins)
Start Time Stamp	2021-11-18T15:41:03Z	2021-11-18T15:56:03Z
Ingress Code Violation	0	0
Egress Code Violation	1	0
Errored Seconds	1	0
Severely Errored Seconds	0	0
Unavailable Seconds	0	0

[#10]

@Gandalf  something not quite right, from your test:

Estimated Line Length In Metres

-47.8

I wonder what the speed estimate for the line are on a BTW DSL check? If you get a chance could you post a copy?

YAI

[#11]

@Mustrum 

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@Mustrum wrote:

@Gandalf  something not quite right, from your test:

Estimated Line Length In Metres

-47.8

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I think that'd just be a red herring. 

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I wonder what the speed estimate for the line are on a BTW DSL check? If you get a chance could you post a copy?

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Yup here you go. Interestingly, FTTP is available. 

@Justin4 if you call our Customer Options Team on 0800 013 2632 we'll be happy to migrate you over to BT or EE's FTTP (fibre to the premises) which may be a lot better in terms of reliability and speed.

[#12]

@Gandalf thanks for your help,

I will do the test you have suggested, and I’ll try the one that @Baldrick1 has suggested too. I will try and produce what you have asked for John, the Hubs help page, do I find that on my hub manager? I will do this when I get a chance to use my girlfriends laptop and post up the results.

thanks again for all your help.

[#13]

@Justin4 sounds like a plan, no problem at all

[#14]

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@Justin4 wrote:

@Gandalf thanks for your help,

I will do the test you have suggested, and I’ll try the one that @Baldrick1 has suggested too. I will try and produce what you have asked for John, the Hubs help page, do I find that on my hub manager? I will do this when I get a chance to use my girlfriends laptop and post up the results.

thanks again for all your help.

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Yes - the picture below may help:

[#15]

Thanks John. I did a successful speed test last night (with Ethernet connection) that showed a very respectable speed. I'm still not sure I have found the information you are after via my hub manager John but here is what I get when I go to troubleshooting.