Speed drop
Hi @Whywee,
Please accept my apologies for the issue with your broadband speed.
After testing the line, your connection appears stable while operating within the estimated speed leading up to the router. Have you noticed this drop in performance while connected by Ethernet cable or wireless?
If it's over a wired connection, please run a speed test. If the speed is lower than the estimated speed of 38 - 40Mb, please click further diagnostics then enter your telephone number and run the diagnostics to send this information to us. Along side this, please raise a fault and let us know when you have completed it.
If you are receiving the correct speed by Ethernet cable, you can see our guide on improving our wireless signal here.
Thank you.
Hi @Whywee,
Thank you for confirming that this issue is affecting both wired and wireless connections. I'm sorry for any inconvenience that it's causing you.
I've tested your line again but the test still isn't picking up the cause of the problem from here and indicates that your line is currently syncing at the full 40mbps down and 10mbps up:
| GEA Test Detail | |||
| Circuit ID | NA | Service ID | BBEUXXXXXXXX |
| 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 | 40.0 Mbps | ||||
| Upstream Speed | 10.0 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 | 238.8 | ||||
| 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 | ||||
| Profile Name | 0.128M-40M Downstream, Error Protection Off - 0.128M-10M Upstream, Error Protection Off | ||||
| Time Stamp | 2019-06-11T15:15:00 | ||||
| Parameters | MIN | MAX | AVG |
| Down Stream Line Rate | 39.9 Mbps | 39.9 Mbps | 39.9 Mbps |
| Up Stream Line Rate | 9.9 Mbps | 9.9 Mbps | 9.9 Mbps |
| Up Time | 796.0 Sec | 900.0 Sec | 899.6 Sec |
| Retrains | 0.0 | 1.0 | 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 | 2019-06-24T14:48:56.200+01:00 | 2019-06-24T15:03:56.200+01:00 |
| Ingress Code Violation | 0 | 0 |
| Egress Code Violation | 0 | 0 |
| Errored Seconds | 0 | 0 |
| Severely Errored Seconds | 0 | 0 |
| Unavailable Seconds | 0 | 0 |
Please can you run through the speed test and further diagnostics that @Jubby has linked and then report the fault through the other link if this test shows that the speed is poor on the wired connection. Please let us know when you've done this so that we can investigate further.