cancel
Showing results for 
Show  only  | would you rather see results for 
Did you mean: 
Need help?

Very erratic speeds and regular disconnections

Reply
76 REPLIES 76
Whizz Kid

I have had the Huawei superouter for many years without any problems. I have checked the internet channels and all seems clear. I randomly check my speeds and have never seen one below 30Mbps. The last week has seen 3 disconnections, 1 on Saturday and 1 today. The router says it is connected to the internet but all devices (including the wired devices) all show the internet is not available. Rebooting the router resolves the problem. Today, it has taken ages to load webpages. The last 2 days appear to have had speeds all over the place. I cannot see when speeds are fast or slow, just notice them at various points of the day. I checked today with repeated tests using the TT speed checker and got some very erratic speeds, some incredibly lower than the lowest I have seen before:

18:22  12.1 Mbps (7.1 Mbps)

18.23  24.2 (4.9)

18.24  11.8 (7.3)

18.25  7.2 (1.3)

18.26  5.9 (3.4)

18.27  7.5 (6.8)

18.52  22.9 (7.2)

18.53  17.9 (7.3)
18.54  12.3 (5.6)

 

As it's difficult to find a fast or slow minute of the day, I ran the ping test and got this:

 

Microsoft Windows [Version 10.0.18362.476]
(c) 2019 Microsoft Corporation. All rights reserved.

Pinging google.co.uk [172.217.169.35] with 32 bytes of data:
Reply from 172.217.169.35: bytes=32 time=178ms TTL=56
Reply from 172.217.169.35: bytes=32 time=11ms TTL=56
Reply from 172.217.169.35: bytes=32 time=133ms TTL=56
Reply from 172.217.169.35: bytes=32 time=41ms TTL=56

Ping statistics for 172.217.169.35:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 11ms, Maximum = 178ms, Average = 90ms

 

Traceroute test:

Microsoft Windows [Version 10.0.18362.476]
(c) 2019 Microsoft Corporation. All rights reserved.

Tracing route to google.co.uk [172.217.169.35]
over a maximum of 30 hops:

1 9 ms 2 ms 2 ms 192.168.1.1
2 10 ms 9 ms 13 ms ae50-ner001.loh.as13285.net [78.144.1.21]
3 24 ms 15 ms 8 ms ae50-scr101.loh.as13285.net [78.144.1.20]
4 9 ms 154 ms 44 ms host-78-144-4-33.as13285.net [78.144.4.33]
5 * * * Request timed out.
6 86 ms 9 ms 14 ms 216.239.56.194
7 36 ms 14 ms 43 ms 108.170.246.175
8 17 ms 14 ms 15 ms 216.239.57.237
9 18 ms 40 ms 101 ms 209.85.250.90
10 21 ms 8 ms 15 ms 74.125.242.65
11 10 ms 17 ms 46 ms 172.253.66.87
12 31 ms 30 ms 15 ms lhr48s08-in-f3.1e100.net [172.217.169.35]

Trace complete.

Community Team - TT Staff

Hi Garawa

 

I'm sorry to hear this.

 

I've completed a line test which hasn't detected any faults.

 

I can send a replacement router for testing, would you like me to arrange this?

 

Thanks

 

Debbie

Whizz Kid

Yes please as I shouldn't need to reset the router every other day or so. Many thanks. I will check my details are correct in the profile.

Community Team - TT Staff

Hi @Garawa

 

I've ordered a replacement router. 

 

Should be with you in a few days. 

 

Let us know how it goes.

 

 

 

Whizz Kid

OK. This afternoon I had 2 PCs on (1 doing a feature update for Windows 10), 3 tablets, 2 phones, 1 printer, 1 TV and 3 Sky boxes all using the internet as I was setting up the new router. The internet was fast and stable and each speed test showed over 35Mbps.

 

This evening, it has become unresponsive again even though only the Sky box (not downloading) and 3 phones were connected to the wifi. These are the speeds from the speed tests on both a very fast PC and a mobile on both the 2.4 and 5Ghz bandwidths:

22:08 - 26.5Mbps (unknown upload speed)

22:13 - 0.4Mbps (6.7)

22:17 - 0.1Mbps (5.2)

22:18 - 14.5Mbps (6.5)

22:19 - 5.3Mbps (6.7)

22:23 - 8.5Mbps (6.7)

22:26 - 9.0Mbps (6.7) - this was at 17.0Mbps for most of the test

22:31 - Failed, lost connection

22:36 - 31.3Mbps (6.8)

22:38 - 1.9Mbps (0.0) - this started running at 34.0, dropped to 16.9 before reaching 1.9 right at the end.

22:41 - 8.3Mbps (6.8)

 

I hope you can see how erratic these speeds are. Nothing has changed on the network so why these speeds are either so slow basic webpages wont load or super fast to steam UHD I don't know. I haven't noticed any disconnects however. I have changed the wi-fi channel from auto and will keep an eye on this tomorrow to see if this does anything.

Whizz Kid

@OCE_Debbie 

So, I have changed over the router and altered the wi-fi channel but this has not changed the problem. I wonder if you can see any errors at the times in this post and my one from last night. Here is today's history (I won't be able to do these tests tomorrow).

 

Up to 10.30(ish) - internet was fast.

Between 10.30 and 10.40, speeds slowed until webpages stopped loading.

Rebooted router.

11:00 - Test results: 34.6Mbps (6.9)

5 test results between 11:02 and 14:14 all over 32Mbps

16:23 - Test result under heavy use (multi You tube streams): 27.0Mbps (6.6)

16:52 - 1 You tube stream running, blocky picture: 2.0Mbps (6.4)

16:56 - Test results: 3.4Mbps (6.8)

17:02 - Test result with very light use (only 2 phones connected): 0.0Mbps (6.8)

17:03 - Test results: 0.2Mbps (6.8)

Rebooted router

17:09 - Test results: 33.8Mbps (6.8)

4 test results between 17:10 and 18:29 all over 32Mbps

19:19 - Test result: 11.5Mbps (6.8) - started high, dropped sharp to mid-20s and another sharp drop to end on 11.5

19:20 - Test results: 3.5Mbps (6.8)

21:10 - No internet. Rebooted router

All tests since have been over 33Mbps

 

I hope you can see that the download speeds are over 25Mbps even under very heavy use but crawl to a halt at various times of the day. Each time the router is rebooted, speeds have remained consistently at over 33Mbps for at least a couple of hours. There has been no disconnections but the router lights show internet is available and the PC thinks there is.

Community Team - TT Staff

Hi Garawa

 

Apologies for the delay.

 

I've checked the connection stats and your line is in sync at 31.1mb. No faults showing on the line tests.

 

Have you also tested with a HG633 router? I can see that you are using the DSL3782 router.

 

Thanks

 

Debbie

Whizz Kid

It started with the old router and continued with the new router when you sent it as a replacement. There has been no difference at all in erratic speeds. I cannot work out why I might get 0.0Mbps download speed but 6.8Mbps upload speed. That seems illogical, especially when speeds are very fast under the heaviest use I can produce (3 PCs and 2 Sky boxes streaming simultaneously). However, I haven't had to reset the router since Thursday and I haven't received any "no internet" messages (although we have been out so it has been difficult to test speeds over the course of a period of time). I will be in all day Wednesday so will be able to test it again then.

Community Team - TT Staff

Hi Garawa

 

Was the old router also a DSL3782 router?

 

Thanks

 

Debbie

Whizz Kid

The old one was the Huawei Super Router. I believe it was the HG633 and the new one you sent and I am currently using is the Dlink alternative.

 

It has definitely been a lot more stable over the last few days but then I have been out so I will find out more tomorrow.

Community Team - TT Staff

Hi Garawa

 

Thanks for your reply. Please let us know how you get on.

 

Debbie

Whizz Kid

Well, I have been assignment writing all day and needed the internet for access to journals etc and all has been well. I have not reset the router for a few days now (I know the curse I am placing on this right now)!

 

Can anyone explain why I had fast upload speeds whilst experiencing incredibly slow or no download speed at all and also then having to reset the router to get the speeds back up again? It seems illogical to happen on both a new and old router whilst enjoying fast speeds when tested it the max and then find the drops and disconnections stop. Something must have caused it and not been inside the house if my upload speeds were maintained?

Community Team - TT Staff

Hi Garawa,

 

Thanks for keeping us updated. To be honest I'm not sure, did it appear to be weather related?

 

Thanks

 

Whizz Kid

I don't believe so as some days was very calm and sunny outside (albeit it cold). There have been a lot of internet connection issues in the village for users of other ISPs so I am hoping this maybe connected (although those people had lost internet for several hours at a time). I am off for Christmas now with lots of work to do from home so will be able to keep an eye on it for longer. Hopefully it was just one of those things.

Community Team - TT Staff

Hi Garawa,

 

Ok thanks for the update and please let us know if you do need any assistance.

 

Thanks

 

Whizz Kid

This issue seems to be back. After several weeks of it being fine I am currently (Saturday, 3:15pm) struggling to stream internet radio with low use. I ran a speed test that came back as 12Mbps, well below my my usual 30Mbps+.

 

This cannot be equipment as it was awful before Christmas, fine for some time after and now back again. The speed issue appears to be more persistent as the same 12Mbps speed has been read on several occasions, the last being early Sunday morning with no devices running anything major. Nothing has changed, locations are good and interference low.

Community Team - TT Staff

Hi Garawa,

 

I'm really sorry that we've missed your last post and I'll take a look now. I've run a test on the line which hasn't detected a fault, however I can see that the sync speed has dropped. Is the voice service ok with no noise on the line? Do you still have the alternative router?

 

Thanks

 

Whizz Kid

There is no problems at all on the phone line, no crackles or anything. I do still have the old router however the issue has been identical regardless of the router I have connected (I reluctant to try the old one again as I spent the best part of a day re-entering all new credentials).

 

I have spoken to some neighbours who are with different operators and they are having the same problem. One person has had a brand new fibre connection and had to turn off all devices in the house just to load a webpage at one point. Then it resolves itself. This cannot be a coincidence. Since I have lived in the village (from 2002) I have always had at least 5Mbps and enjoyed at least 18Mbps for quite a few years so to have speeds lower than that now and for others to have similar issues, the problem must lie outside? It is no longer fluctuating wildly between 2 and 34Mbps but remaining constantly at 11 or 12Mbps and considerably below the usual speed.

Community Team - TT Staff

Hi Garawa,

 

Ok thanks for confirming. I've re-run the line tests again and they are both still clear at the moment. If 2 different routers have been tested at the test socket for at least 48hrs then the next step would be to arrange an engineer visit to the property. Would you like us to arrange this for you?

 

Thanks

 

Whizz Kid

I think we will have to. My speeds are getting slower and now sit at 7Mbps and I have to reboot the router each morning as devices claim there is no internet. Clearly there is as all is fine once it has been rebooted. As the issue persists with all devices connected via ethernet, we can rule out the cables and the router (both routers act the same way). The socket is connected to is also recently installed.

 

I will only be available at weekends however as I am the one who has been trying to diagnose the problem.