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Slower speed than the WIfi Hub suggests I should have

Rob_B
Conversation Starter
Message 52 of 52

Hey,

Our Wifi Hub is showing a down speed of 39.9Mbps and upload speed of 10Mbps, yet connecting to it with ethernet and doing a speed test returns a speed of between 29~31Mbps down (it hit 28.5Mbps once too), and ~9 upload on both speedtest.net and speed.io. Downloading from the net things seem to hit 3.6/3.7MBps (steam, origin, uplay, through a browser). So not sure what's going on.

 

I can't see the noise margin on the Wifi Hub either, yet I could when I connected the HG635. 

 

Any help would be appreciated,

Cheers.

 

 

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51 REPLIES 51

Message 1 of 52

Hi Rob,

 

Thanks for the update, if you do experience any further problems just let us know 


Chris

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Message 2 of 52
Hey Chris,

Engineer just left. He fiddled/changed/magicked the first box into the house - not the master socket - as there was corrosion on the contacts and put a new filtered faceplate on the master socket too. SNR reported by his terminal went from ~ 4db to ~8db downstream. The terminal reported max capable sync rate as ~56/12Mbps.
Connected the WiFi hub back up and removed the hg635, it's synced at ~40/10 with a max showing of ~45/10, can't tell the SNR because the Hub doesn't report it correctly.

Hopefully this'll solve the issue, the engineer seems to think it was more than likely the first box. Fingers crossed!

Cheers,
Rob
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Message 3 of 52

Hi Franco,

 

Our network team have confirmed that the engineer visit is booked for 29/01/2019 PM (13:00-18:00) - please let us know how you get on


Thanks

Chris

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Message 4 of 52

Hi Franco,

 

Apologies, please ignore my PM earlier today, I can see that you're provided the information I requested (no you personally don't have to be there)


Thanks

Chris

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Message 5 of 52

Hi Franco,

 

Thanks for the PM, I've replied requesting a bit more information 


Thanks

Chris

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Message 6 of 52

Hi chris,

i accept the charges, afternoon slot would be better, any day but thursday should be fine.  I assume i personally do not need to be there, just someone in the house?

regards, franco.

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Message 7 of 52

Hi Franco,

 

Thanks for registering on the Community 

Can you please complete your Community Profile and if you'd like us to go ahead and arrange the engineer visit can you please confirm:

  • That you accept potential Engineers charges
  • Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.

I've also PM'd you to confirm some other details


Thanks

Chris

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Message 8 of 52

Hello Chris,

I'm the account holder. 

Regards, Franco

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Message 9 of 52

Hi Rob,


If you could just ask the account holder to register on the Community and post on the thread we can then confirm the details with them. The potential charges are under Openreach engineer visit 


Thanks

Chris

 

 

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Message 10 of 52
Hey Chris,

I'm not the account holder so I will have to pass the message on, but I know I'll be asked which of the possible charges would apply to us? I assume it's just the section listed Fibre Service Visit? Or would other subsections apply too?

Cheers,
Rob
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Message 11 of 52

Hi Rob,


Our network team have said they'll need to arrange an engineer visit to investigate further. if you'd like us to arrange the engineer visit can you confirm:

  • That you accept potential Engineers charges
  • Provide availability, either AM (8am to 1pm) or PM (1pm to 6pm) between Monday to Friday.

I've also PM'd you to confirm some other details

Thanks

Chris

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Message 12 of 52

Hi Rob,

 

Thanks for the bump. There's no update yet so I'm chasing this up for you. If you don't hear anything later today can you bump the thread again tomorrow.


Thanks

Chris

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Message 13 of 52
Heya,

Bumping as requested.

Cheers,
Rob
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Message 14 of 52

Hi Rob,

 

I've raised this to our network team for further investigation, can you bump the thread tomorrow and we'll check for updates


Thanks
Chris

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Message 15 of 52

Heya,

Yep, I've tested

3 different filters,

2 cables,

HG635 & WiFi Hub,

In + out the test socket,

Corded and Cordless phones.

 

Cheers,

Rob

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Message 16 of 52

Hi Rob,

 

Ok, have you also tested the HG635 and the wifi hub separately at the test socket? Did you also use different cables? Once we've confirmed this then we can pass the intermittent connection over to our Network Team for further investigation.

 

Thanks

 

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Message 17 of 52

Heya,

 

To be honest, the phone issue isn't really a problem, it only lasts about a second and then vanishes. Caller display is currently working fine, and the internet isn't dropping when we receive phonecalls. The only annoyance is the random internet drops.

 

Currently, everything is still connected to the test socket. I have tested different phones (corded+cordless) without anything plugged in previously, but it made no difference to the static.

 

Cheers,

Rob

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Message 18 of 52

Hi Rob,

 

Thanks for confirming. Is the noise/static still present with only the phone connected to the test socket and with the router and all other devices removed from the line? Is the noise present with 2 different phones?

 

Once we've confirmed this then we'll raise the voice fault straight over to our Network Team for further investigation.

 

Thanks

 

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Message 19 of 52

Heya,

 

Noise/static at the start of a phone call seems like it may have returned. I tried a couple of calls from a mobile and then got a call. I couldn't tell on the mobile, the other call seemed to have some for a split second upon picking up, but it's hard to tell - even when it was more noticeable it'd be gone before I had finished saying hello.  (Edit: This almost seems like how automatic voice gain works thinking about it....)

 

Not sure about whether it could be weather related, I've not been keeping tabs on it - as far as I'm aware it's disconnected everyday at least once, or near enough, since I've switched the router over, possibly since it resynced to 40Mbps too. 

 

Cheers,

Rob

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Message 20 of 52

Hi Rob,

 

I'm sorry to hear this. The line test is clear. Does it seem to be weather related? Has the noise/static returned?

 

Thanks

 

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