Speed loss
Hi @champ388
Checking from this side everything is looking spot on to the router with barely any drops and no signs of errors.
| 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 | 65.0 Mbps |
| Upstream Speed | 11.5 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 | 649.5 |
| Upstream Rate Assessment | Reasonable |
| Downstream Rate Assessment | Very Good |
| Interference Pattern | Regular Interference Observed Daily |
| Service Impact | No Impact Observed |
| Interference Duration Longest Occurrence | ; 00:00 to 23:45 |
| Interference Location | Customer Premise |
| Interference Observed In Days | 14 |
| 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-80M Downstream 3dB, Retransmission High - 0.128M-20M Upstream, Error Protection Off |
| Time Stamp | 2019-05-07T11:00:00 |
| Parameters | MIN | MAX | AVG |
| Down Stream Line Rate | 68.6 Mbps | 69.9 Mbps | 69.8 Mbps |
| Up Stream Line Rate | 11.5 Mbps | 11.7 Mbps | 11.7 Mbps |
| Up Time | 794.0 Sec | 900.0 Sec | 899.9 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 | 2019-05-20T09:27:49Z | 2019-05-20T09:42:49Z |
| Ingress Code Violation | 0 | 0 |
| Egress Code Violation | 0 | 0 |
| Errored Seconds | 0 | 0 |
| Severely Errored Seconds | 0 | 0 |
| Unavailable Seconds | 0 | 0 |
Are you connected through a wired or wireless connection? Does it happen on one device or more?
If you are connected through wireless, Please see if the same issue occurs with an Ethernet cable plugged in. If it does, then I would personally be leaning towards wireless interference as this is the most common cause when everything is looking spot on between our side and the router and especially if you solely see the issue happening when using wireless devices and not so much wired connections.
I'd recommend following the steps below on how to best optimise the wireless to suite your property which should improve things for you.
What we need to change are a couple of settings on the Wireless page of your router's menu. What we are doing is often called 'splitting the networks'.
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.
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 please.
Thanks for getting back to us no worries about the delay.
Based on what you've said that you're experiencing a speed drop over a wired connection, I'd say that reporting a fault and arranging an engineer is the next way to go, however as our testing hasn't identified any issues with your service to investigate further please connect your computer/laptop to the router with an ethernet cable and run the BT Speedtester service.
I'd ensure that you have no other programs running at the same time such as streaming, general browsing and the most common one is antivirus programs downloading updates in the background.
Once the initial result is completed please click Further Diagnostics then type your phone number in and click run diagnostic test. This will run a test and send the results to the BT server for investigation.
Let us know how it goes.
Our tests aren't showing any congestion at the exchange or issues with the broadband signal coming into your router. Is your Smart TV connected directly into your router using an ethernet cable or things like a switch or powerline adapters?
Have you also been able to try streaming using a different device?
If you want to downgrade to Unlimited Fibre, I don't see any issues you'd have at 40mbps apart from you'd obviously lose around 25mbps of speed so depending on how many devices you use simultaneously you may notice issues.