Getting less than 1% of advertised speeds!

[Ben5]

We've been having major issues with our broadband speed for the last couple weeks. I can barely open emails, let alone watch videos or play any games. 

I've tried relocating the router and placement of devices, rebooting and resetting the router. The only thing that helps is a factory reset, but only for about 30 minutes do I get 1MB/s before I'm back to dial up speeds. 

As you can see with the attached image, it's extremely poor right now and there's only one connected device on the network during off-peak hours.

[Jayach]

As your images show you are way under your guaranteed speed you need to contact Now.

https://help.nowtv.com/article/how-to-submit-a-broadband-complaint1

However a couple of questions.

Have the speeds always been this bad?

Are you testing over Wi-Fi, and if so can you try a wired test?

Can you post the DSL stats from the router. (unfortunately as I don't have a Now hub I can't explain how to do that)

Can anyone post how to get them? Google has been no help.

[Ben5]

Thanks for the link. I will definitely reach out in the morning. 

To answer your questions:

The download speeds have never been great, but they're okay for our purposes. There's only 2-3 people in the household, and there may be 4-5 devices on the network at the same time, at the most. Usually it's just 2-3. On a wireless connection, I typically receive 2-3Mbps down. I tested with a wired connection last year and did not note any improvements to the speed, so went back to wireless as it was more convenient for device placement. I will reproduce this tomorrow to confirm, however. 

Nothing in terms of router or device location has changed, so I'm not sure what could be interfering with the signal this bad. We do also have a wifi range extender between the router and devices.

I believe I've found the DSL stats you requested in the admin panel of the NowTV Hub. From what I can tell, the connection speed appears fine, so I'm not sure where the fault could be. 

[Jayach]

The stats don't look too bad, although the sync is still under your guaranteed minimum.

I would expect to get at least in the low 20's on a wired speed test.

It might be interesting to compare your figures with what Openreach would expect for your line.

BT Broadband (btwholesale.com)

Let us know what you get when you are able to do a wired test.

[Ben5]

So just a quick update: I spoke with a lovely lady on the phone yesterday and she confirmed that we had underperforming network speeds, so forwarded it internally to their network team. Not even a day later and they've already arranged for somebody to come out this Friday to have a look. 

As a backup I've ordered a 40m ethernet cable and a pack of 100 cable clips so even if nothing comes of it, my plan is just to feed a cable around the house directly into the PC. 
I've still not tried the wired test, simply due to lack of time tonight, but will follow up tomorrow with the results. 

[redchiz1]

@Ben5 

Good advice from @Jayach. Along with those suggestions, have you noticed any issues with your phone service, such as noise on the line? Also, if you have a test socket behind your master socket have you tried connecting there? 

[Ben5]

As all we ever got were scam calls, we unplugged the landline and haven't used it in about four years. I haven't noticed any issues with my mobile, if that's relevant. 

I took the shell off the socket and there is a test socket. As we have a technician coming over tomorrow I have not yet tried your suggestion, however will look into after the visit if needed. Thank you for pointing that out to me!

[RoyB]

@Ben5 

I see that speed test used a server in Dublin. Does that mean you are in Eire?

[redchiz1]

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@RoyB wrote:

@Ben5 

I see that speed test used a server in Dublin. Does that mean you are in Eire?

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I don't think NOW Broadband operate there, do they?

[Ben5]

Ha! I just noticed that too. No, I'm in the Liverpool area. Not sure why that speed test picked Dublin. Usually I get London.