Very slow internet speed

[Mark T Jones]

Hi; I hope someone can help me here;

My girlfriend's house suffers from very slow interned - mostly around 5.2 mbps, but occasionally as low as 2.8. (Vodafone's service standard suggests that 5 is acceptable - which itself is pretty poor)

According to Openreach the address has excellent service

I'm reliable informed that the problem isn't in the router.

I'm really wondering what possible solutions there might be, and who would be best to talk to to resolve the problem (he answer to that certainly isn't Vodafone!)

 

[Gordon - Commercial Finance]

BT superfast fibre...

If Vodafone are suggesting 5 is acceptable, that should tell you something about their service standard. Even for us up North of The Wall, I get more than 30 on BT fibre.

 

[Mark T Jones]

cheers Gordon. I guess part of my question is how will I know that it will work, without actually making the change? I'm wondering if the problem is (literally) more deep-rooted?

 

[Darren_Ssc]

My girlfriend's house suffers from very slow interned - mostly around 5.2 mbps, but occasionally as low as 2.8. (Vodafone's service standard suggests that 5 is acceptable - which itself is pretty poor)

From what I remember, when I had BT' standard broadband the maximum was about 5MB and I upgraded to 'superfast' which was about 76MB and cost about £15 more.

For past couple of years though I have used mobile only and, for what I use and the speeds I get, I'd say it slightly better although you obviously don't get unlimited bandwidth. Worth noting though that most providers offer some kind of streaming subscription for a few quid extra. I for example, have a amazon prime deal with EE where you can stream as much as you want for an extra £3.99.

 

[KM-Tiger]

My girlfriend's house suffers from very slow interned - mostly around 5.2 mbps, but occasionally as low as 2.8. (Vodafone's service standard suggests that 5 is acceptable - which itself is pretty poor)

Whether you take the fibre route (if it is available) or not, my advice would be to switch to a high quality provider.

They will work with you, and have the ability to kick Openreach, to get the best most reliable speed.

It probably will cost a little more.

Zen and Andrews & Arnold are two I would be happy to recommend.

 

[Mark T Jones]

Thanks for responses; however at this point I'm really looking to understand what issues I might need to address, rather than provider recommendations?

 

[Darren_Ssc]

Thanks for responses; however at this point I'm really looking to understand what issues I might need to address, rather than provider recommendations?

First establish whether the package actually allows for faster speeds. For a standard copper wire connection 5MB isn't that unusual. You may save a bit of head-scratching.

The drop from 5 to around 2 can often be just high demand in that location at certain times and there may be nothing you can do about it other than upgrade.

 

[Mark T Jones]

First establish whether the package actually allows for faster speeds. For a standard copper wire connection 5MB isn't that unusual. You may save a bit of head-scratching.

The drop from 5 to around 2 can often be just high demand in that location at certain times and there may be nothing you can do about it other than upgrade.

Thanks. I'm happy to upgrade - just really want to understand what I'm buying and what guarantees I will get.

 

[WESH.UK]

I guess part of my question is how will I know that it will work, without actually making the change?

Hi Mark

Have you spoken with any neighbours at all, see what they are using and check their speeds?

 

[Mark T Jones]

Hi Mark

Have you spoken with any neighbours at all, see what they are using and check their speeds?

Not yet. It's a secret!

 

[Alan]

Thanks. I'm happy to upgrade - just really want to understand what I'm buying and what guarantees I will get.

When you are sold a broadband package in 2019 - the supplier has to quote you a minimum guaranteed speed. If they fail to reach that they are in breach on contract and you can get out of your contract.


https://www.ofcom.org.uk/about-ofco...ases/2018/better-information-broadband-speeds

 

[Digital Oriented]

just really want to understand what I'm buying and what guarantees I will get

BT, EE, Plusnet, Sky, TalkTalk and Virgin Media have signed up to a new broadband speeds code of practice introduced by Ofcom from 1 March 2019. Which means that if your contract started on or after 1 March 2019, and you do not receive the minimum speed guarantee, you can exit your contract and switch to another provider.

https://www.ofcom.org.uk/phones-tel...nsumers/advice/broadband-speeds-code-practice
'Your provider should always provide a minimum guaranteed speed and the right to exit connected to this speed at the point of sale. This will ensure that customers are aware of their right to exit their contract if speeds fall below a minimum level.'

 

[chalkie99]

Hi; I hope someone can help me here;

My girlfriend's house suffers from very slow interned -
...............................
I'm really wondering what possible solutions there might be)

Ditch her and find someone with a better connection.

Problem solved.

 

[ffox]

I moved house last December and continued a TalkTalk BB provision from my previous address.

All the comparison sites said that I should get 10Mb at the new address, but once moved in the TT BB rarely made 7Mb and often failed to reach 5Mb.

As there was a BT Open Reach box next to the front door I checked the BT site and was assured via chat that I could have Superfast Fibre from BT at 50 or 74Mb. I was even told I could go Ultra Fast Fibre at 150 or 300Mb.

I chose 50Mb and ditched TT for BT - it works fine. If BT say they can do it you can hold them to it.

 

[WESH.UK]

Ditch her and find someone with a better connection.

Problem solved.

 

[paulears]

Talk Talk couldn't even get 1mb at one location on copper. Openreach said the distance was on the limit of viability, and eventually Talktalk swapped some kit at the exchange and 1.1mb was achieved. This gradually dropped to 800bps where the internet speed test wouldn't even run.

Sky offered a package at less money for the same thing so I figured why not try it. Their router locked up straight away and manages 1.8 reliably. So still rubbish really, but proof that different suppliers can get different results. I still believe that BT is the safest, due to the link with Openreach. The area this service is in is all old copper and even though there's fibre to the local cabinet, this area is still not connected this way.

 

[Mark T Jones]

Ditch her and find someone with a better connection.

Problem solved.

 

[arnydnxluk]

Depending on usage a possible quick fix is to ditch the copper line altogether and use 4G - the bandwidth will probably be much greater. The price and data limits for 4G 'broadband' are finally becoming reasonable; if I remember correctly EE offers 100 GB for £30/month while Three offers 'unlimited' data [check T&C's] for £30/month. Worth a thought.

If sticking with the copper line then Zen and A&A, as mentioned already in this thread, are the go-to good providers. If you switch to them and don't achieve the quoted speeds, they will be much more helpful in having the issue fixed than other providers can be. Good luck.

 

[Alan]

still believe that BT is the safest, due to the link with Openreach.

By that logic Plusnet should be the go to supplier - as they are owned by BT but cheaper and provide better service.

However I don't believe there is any favouritism, for instance sky book open reach engineers quickly and efficiently, they seem to have direct access to the openreach booking systems.

 

[obscure]

Thanks. I'm happy to upgrade - just really want to understand what I'm buying and what guarantees I will get.

What is the contention ratio on the package you have? - meaning how many people share your connection. Cheap packages/bad suppliers load more customers onto the same bandwidth meaning that, especially at busy times, the available bandwidth can drop dramatically.

Many companies will offer different tiers of service and the only actually difference is that the more expensive ones have a lower contention ratio, so you share with less people.

 

[Mark T Jones]

Thanks all. lots of food for thought

 

[kulture]

I presume that you have eliminated internal potential bottlenecks? I used to get poor speed and fixed it when I moved the router and connected it direectly to the BT master box. It was the internal wireing in the house that was the problem.

If you cannot get fibre (which is the best solution) then look at which provider has their own equipment in the exchange. In my local town TalkTalk have their equipment in the exchange and ordinary broadband using them was significantly faster than the other providers.

Then, if there is no clear advantage over quality of equipment, go for a good provider like Zen.

 

[Nico Albrecht]

I'm reliable informed that the problem isn't in the router.

That's when my alarm bells start ringing. If somebody would be competent enough to do that, they would have advised you accordingly why your speeds are so slow.

In all fairness this is the wrong forum for such problems as uploading log files and trouble shooting can be complicated. You did not provide any information in regards to the service level you bought from Vodafone. If that's for ADSL2 in a rural area it would not be that bad. It all comes down on a cooper based phone cable where your exchange is based. Let's assume you have only ADSL2

The “slow internet speed” of your ADSL line is directly affected by attenuation. Unluckily, you can do nothing about a low attenuation figure, except from moving to a new location closer to the ADSL exchange.

If the person reliable informed you that your most likely free supplied budget router he would have shown shown you the dB's value.

Would you mind sharing with us that number?

Also, basic trouble shooting is going straight for master socket but check if it has an adsl filter build in or not hook up a proper modem e.G draytek, cisco and start from there.

side note, I am with TT Business on their 80/20 12 meters away from street fibre exchange and get 82/21 @ 24/7 . Why am I getting it? From the street fibre cabinet my signal only has to travel 12m to my modem and I am the first in line leeching on it.

 

[Mark T Jones]

That's when my alarm bells start ringing. If somebody would be competent enough to do that, they would have advised you accordingly why your speeds are so slow.

In all fairness this is the wrong forum for such problems as uploading log files and trouble shooting can be complicated. You did not provide any information in regards to the service level you bought from Vodafone. If that's for ADSL2 in a rural area it would not be that bad. It all comes down on a cooper based phone cable where your exchange is based. Let's assume you have only ADSL2

The “slow internet speed” of your ADSL line is directly affected by attenuation. Unluckily, you can do nothing about a low attenuation figure, except from moving to a new location closer to the ADSL exchange.

If the person reliable informed you that your most likely free supplied budget router he would have shown shown you the dB's value.

Would you mind sharing with us that number?

Also, basic trouble shooting is going straight for master socket but check if it has an adsl filter build in or not hook up a proper modem e.G draytek, cisco and start from there.

side note, I am with TT Business on their 80/20 12 meters away from street fibre exchange and get 82/21 @ 24/7 . Why am I getting it? From the street fibre cabinet my signal only has to travel 12m to my modem and I am the first in line leeching on it.

Mostly way over my head, I'm afraid, but there might be some questions in there to ask.

However, what I do now know is:

- It is fibre, but not ultrafast
- EE have indicated their speed should be 31

I'm happy to invest in sorting this, but really need to know what type of service/person I need to be consulting with?

 

[Nico Albrecht]

Ideally you want a tech or whatever subcontractor Vodafone will send your way.

He will come out and check the street fibre connection and he will measure the connection between the street cabinet and your master socket in your house.

If you can see him working great, have a friendly chat with him and watch the numbers coming in from his table.

If both turn out fine your problems lies within your house after the master socket. If it is within your house a decent IT person should be able to measure sure it with basic gear.

If you are really on fibre 5mb is quite slow but on adsl it would be fair.

To answer that question post the full modem router name model + number to see what you actual have there.

 

[kulture]

These things can be investigated step by step.

First eliminate the easy things. Is your router connected to the BT master socket? If not and there is a long run from the master socket to your router, then this is most likely your problem. The fibre signal does not like long runs in a house with all its likely electrical interference.

With your router connected to the master socket, and a PC or laptop connected to the router BY WIRE, do a speedtest. If it is still 5 or lower then you either have a router problem or the problem is outside your house.

Do these two steps first before detailing the router make and model.

 

[Mark T Jones]

Hi All - back again

Turns out EE were a bit wrong in their estimates and have redefined the area as 'very slow'. <5 gig

There is fibre to cabinet, however as we speak there are people up telegraph poles installing fibre; so I guess the question is whether there is any way to discover if/when this will get to our property?

 

[TheoNe]

All Internet providers in the UK are signed up to one of two schemes - either CISAS (Communication & Internet Services Adjudication Schemes) or the Communications Ombudsman.

After an eight week period, if your provider does not provide a satisfactory resolution, you can mae a complaint to the relevant scheme. Once you make contact with either scheme, you need to complete a form to kick-start the process. This form enables you to describe your situation and outline the remedy you are seeking. The scheme will then pursue the operator on your behalf.

In addition, it would be desirable that you make any records of verbal and written communication with Vodafone available to the scheme.