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Exceptionally Poor Internet Broadband Speed


We had an engineer visit on Saturday, who swapped out the Router and also the connections in the external housing that connects us to the Fibre. We have a 350 agreement in place, and when the engineer tested the solution, after a good deal of investigations he eventually managed to secure a speed of almost 290 MB/s using the Speed Test. Which was great.

After he left the new Router seemed to crash restart at least three times and now we are back to where we started with a speed test that registers 10 MB/s using WiFi and less than 50MB/s using a Cat 6 cable directly into the Router.

None of the online or App based testing suggests there is an issue, but clearly the equipment around the house is struggling desperately and some applications just do not work. A game that was requested by my son, said it would take 35 hours to download !

I have re-checked all the connections, rebooted several times, performed a Factory Reset and still cannot attain the expected speeds, is there anything else I can do other than request another engineer visit?

Thanks Ian


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Alessandro Volta
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Re: Exceptionally Poor Internet Broadband Speed

Have you checked the 'Check Service Status' at the top of the page ?

If nothing is showing try phoning 0800 561 0061, this will tell you of more local issues that may be affecting the area. Be aware that it isn't a manned line.

Go round all the accessible co-ax connections and ensure that they are finger tight.

If everything above is OK we need do some troubleshooting; to start with …


Can you set up a Broadband Quality Monitor (BQM) at - this will give you an insight into what is happening with the signal at the other side of the Hub, it will take a few hours to get any kind of trend showing although you can post the link straight away.

Post a link to your BQM on here.

Instructions for posting BQM Link

Under your BQM graph are two links in red.

Click the lower link (Share Live Graph) then click generate.

Copy the text in the Direct Link box, beware, there may be more text than you can see.

On here click the Link icon (2 links chain to the left of the camera icon)

In the URL box paste the link you copied and in the ‘text to display’ box write My BQM then click OK - you can post the link straight away.



Can you please

Type ( in Modem mode) into your browser URL bar and press enter. 

When the page appears DO NOT LOG IN but click ‘Check Router Status’.

Copy and paste the contents of the Downstream, Upstream and Network Log tabs onto here, if you get a yellow warning click the Post button again.

A Guru will be along soon to decipher the info.

BT Smart Hub 2 with 70Mbs Download,18Mbs Upload, 9.17ms Latency & 0.35ms Jitter.
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