Sudden drop in download speed

[#1]

• Product: Unlimited Fibre Extra
• Minimum Guaranteed Speed: 57.1Mbps
• Current Line Speed (Download): 33.6Mbps

Hi all, 

since last night I have noticed that my download speed has gone from a consistent 8-10mb to 3-4mb.

In the router it is stating that the downstream is now at 34.93Mbps. I've had no issues in over a year besides a few dropouts for a few minutes. Is there any staff that could look into this for me?

Thanks.

[#2]

@brazclapz PN staff will no doubt catch up with this soon, but if you would like a  slightly quicker response 😉, this might help:

Can you report the information from these two sites:-

BT Broadband(obscuring your phone number) and BTW Performance Tester - Please report the 'Additional Diagnostics', and sight of the Help Desk tab would be a start.

It may also be a good idea to report the results of a Quiet Line Test - dial 17070 option 2 from a (preferably corded) phone. After the confirmation of you phone number, there should be total silence apart from the regular 'Quiet Line Test' announcement. Any other noise - report a PHONE fault first.

[#3]

So I ran a quiet line test & that's fine.

[#4]

You certainly hava problem there, @brazclapz . Can you post your 'Help Desk' tab from the router please? Unfortunately, the last test date on the Availability Checker is way out of date, so no help.

[#5]

.@jab1

Moderator's note by Dick (Strat): Personal information removed from a public forum (to an area that staff can see).

[#6]

Thanks for that. Something is way out of line there - your D/S data rate is way below what it should be, the D/S SNR is way too high, and - unless you are intentionally switching the modem/router off - your DSL uptime is suspiciously low.

I'm afraid there is nothing I can do further as a Community member, but hopefully one of the Help Team who are around can run the relevant check from their end.

[#7]

Hello @brazclapz

Thanks a lot for reaching out and I'm really sorry to see the sudden drop in sync speeds on your line. I've run some tests today which clearly show nothing wrong until yesterday, when all of a sudden, the speeds tanked. Going forward, please complete the Broadband Troubleshooter which you started this morning, and in the "Additional Information" section, pop in some notes as to when you'd be available for an engineer visit. As our tests aren't showing any underlying fault with the network, I believe this would be the best course of action.

Give me a nudge on here once that's been done and I'll get the fault raised as soon as possible.

KBD

GEA Test Detail
Circuit ID	NA	Service ID

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	34.9 Mbps
Upstream Speed	20.0 Mbps
Appointment Required	NA
Fault Report Advised	N
NTE Power Status	PowerOn
Voice Line Test Result	Pass
Radio Frequency Ingress	Not Detected
Repetitive Electrical Impulse Noise	Not Detected
Cross Talk	Not Detected
Estimated Line Length In Metres	434.6
Upstream Rate Assessment	Very Good
Downstream Rate Assessment	Reasonable
Home Wiring Problem	Not Detected
Downstream Policing Discard Rate	0.0
Customer Traffic Level	Upstream and Downstream traffic detected
Technology	VDSL
DP Type	External
Profile Name	0.128M-67M Downstream, Error Protection Off - 0.128M-20M Upstream, Error Protection Off
Time Stamp	2021-08-19T15:45:00

Parameters	MIN	MAX	AVG
Down Stream Line Rate	34.9 Mbps	66.6 Mbps	63.6 Mbps
Up Stream Line Rate	19.9 Mbps	20.0 Mbps	19.9 Mbps
Up Time	732.0 Sec	900.0 Sec	899.7 Sec
Retrains	0.0	3.0	0.0

[#8]

@adam945 

Thanks for the reply, I completed the Broadband Troubleshooter.

[#9]

Hi @brazclapz,

I'm sorry to hear you've been experiencing issues with your speeds over the last day or so. Just before we look at getting an engineer out, I can't see any notes on the Troubleshooter to confirm if you've been able to test the router whilst it's setup in the test socket in the property - have you had a chance to do so yet? For reference, we have a guide on this here.

Please let us know and we'll pick the case back up for review as soon as possible.

[#10]

Hi, @TheMightyAJ 

This morning I setup the router into the test socket & found that the connection was back to normal speeds, after moving the router back out of the socket the speeds have remained. The downstream now states 65.83Mbps.

[#11]

Hi @brazclapz, thanks for getting back to us, I'm pleased to see your speed has gone back up again.

Should you have any further issues, please just get back to us.

[#12]

Hi,

I'm now experiencing wifi issues. Devices connect but says no internet access. I've tried restarting router & refreshing the smart wireless but it's still not accessing the internet. My wired PC connects just fine with no issues.

Could there be a fault with the router itself?

[#13]

Hello @brazclapz

Thanks a lot fopr reaching out and I'm sorry to hear that you've been having issues with your internet connection. Is this problem ongoing? Tests all appear okay on my end this morning.

[#14]

Hello @adam945,

Thanks for the response the issue seems to have resolved itself over night.

[#15]

Great stuff @brazclapz

Feel free to reach out if you have any further issues / queries.