Issues with download speed and connectivity

[#1]

Hi

I've been having issues with my connectivity since Monday.  I thought it was due to moving a PC in the house not getting signal from the router, however this doesn't appear to be the case as I'm having issues near the router as well.  I'm working from home and struggling with video conferencing etc.

I've just run BTW performance test and only getting a download speed of 5.12mps rather than the 38mps I should be getting.  Please can this be check.

The upload speed appears to be OK.

See test information below

Download speed achieved during the test was - 5.12 Mbps
 For your connection, the acceptable range of speeds is 20 Mbps-38.71 Mbps .
 Additional Information:
 IP Profile for your line is - 38.71 Mbps

Upload speed achieved during the test was - 15.36Mbps
 Additional Information:
 Upstream Rate IP profile on your line is - 10 Mbps

[#2]

Hi

I'm a home working key worker for the NHS and haven't had a response to this.  I've had drop outs again this morning.  Please can this be checked.

Thanks

[#3]

Hi @PNCornish, thanks for getting in touch and apologies for the delayed response. I can see looking over your connection that we are currently seeing the full 40Mbps download and 10Mbps upload getting to your router with 2 drops in connection in the last week. It's fair to say then that the problems you're seeing are being caused by wireless interference as this would explain why everything is showing spot on from our side to the router but you're having problems getting the performance to your wireless devices. Although being closer to the router can often help I'm afraid if wireless interference is present then whether you're next to it or 2 rooms away the impact could still be the same. I'd advise then if you haven't already going through the steps below on how best to optimise the wireless settings to best suit your property and hopefully reduce the interference received.

The guide below will show you how to log into the router and change the wireless channel as it's usually another router in the area on the same or similar channel that will be causing issues for both wireless frequencies. Before picking a channel I'd suggest downloading a free app called wifi analyzer which will scan your area for all the routers and show what channels they are on between 1-13. Although the above app isn't essential it helps you pick where your router would be best in terms of channels and saves a lot of time doing it via trial and error.

1) To connect to your Hub One, you will need to open a browser and go to 192.168.1.254 If you have any issues doing this via Wireless, we recommend trying to do it via Ethernet cable instead.

2) You should come to a page with information about your connection, click 'Advanced Settings' at the top and it will ask you to sign in with a Password. This is located on the back of your router under 'Admin Password'

3) Select the option for 'Wireless' followed by '5 GHz Wireless'. What we want to do to begin with is turn 'Sync with 2.4 GHz Wireless' to 'Off' and update the SSID to be different. The easiest way would be to add '-5G' to the end so it is identified as its own connection. Once this is changed, we will need to keep an eye on it for a day or 2 to see if the issue continues. If it does, the next step would be to change the wireless channel. Keeping in mind the original 2.4Ghz unchanged name network connection would be the best to connect your devices to for a stronger signal.
(When deciding which device goes on what frequency keep in mind that the 5GHz is designed for close range stationary devices and standard 2.4GHz the one which gets the wireless around your property further.)

4) Following the above guide to get to your 'Advanced Settings' page, you will need to change the settings within the 2.4 GHz Wireless tab and the 5 GHz Wireless tab.

5) Under the correct heading, you will need to find 'Channel Selection' on the list and change this from 'Automatic' to any one of the other channels, This can also need doing under '5 GHz Wireless' to cover both signals. Give it 3-4 hours of testing to see if the issue still persists and try to change the channel again if you see little or no improvement.
Let us know how it goes. -Benj