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New BT Business Broadband connection having intermittent high lag


I was a long time customer on Home Broadband (Halo 150 i think) and then moved to BT Business Enhanced Fibre 76 (I think) because I need a static IP for my work.


It is not FTTP, but FTTC. I have a Business Smart Hub 2.


I still want to use the connection for streaming and some gaming, but expected that to be fine.


The connection went "live" on Friday last week but due to an Openreach issue didn't actually work until Monday (issue with jumpers in the cabinet).

Since Monday following an Openreach visit and fix at the cabinet, the connection has been "stable" I guess, but there have been huuuuge periods of high lag.


During these periods pinging from the Ping screen in the router admin screens is giving over 1000ms. The download speed crashes to almost nothing, as does the upload. The periods can last from 5 minutes to 2 hours, regardless of what activity is happening on the network.


I set up PingInfoView to run a ping every 20 seconds and you can see here how it presents. Connection is running well then apropos of nothing, it starts lagging.



I also run PingPlotter, and here is what it looks like during the lagging period:




I'm being told the connection has a 10 day "settling in" period but this feels vague and wooly to me.

Does this look normal for the "bedding in" period? It's unusable during these times, which is a big problem for me.

Info screen is:

Product code:Business Smart Hub 2

Serial number:+101221+2301002373

Firmware version:v0.25.00.01066-BT

Firmware updated:Fri Aug 11 09:48:44 2023

Board version:R01

DSL uptime:0 days,09 Hours17 Mins29 Secs

Data rate:19.997 Mbps / 59.609 Mbps

Maximum data rate:20.194 Mbps / 61.861 Mbps

Full Fibre (FTTP) Mode:On
Noise margin:6.0 / 6.5

Line attenuation:4.5 / 10.8

Signal attenuation:4.4 / 12.5

VLAN id:101

Upstream error control:Off

Downstream error control:Off

Data sent / received:11.3 GB Uploaded / 8.1 GB Downloaded


Public Wi-fi:BT Wi-Fi - On

2.4 GHz wireless network name:BTB-66CHGX

2.4 GHz wireless channel:Smart (Channel 1)

5 GHz wireless channel:Smart (Channel 36)

Wireless security:WPA2 (Recommended)

Wireless mode:Mode 1


MAC address:redacted

Software variant:-

Boot loader:0.1.7-BT (Thu Nov 30 09:45:22 2017)






You can ensure your firmware is up to date, and contact BT Business support to report the problem. They can perform line tests, evaluate network performance, and potentially suggest hardware adjustments or replacements. Monitoring your line quality and documenting the recurring lag instances with specific timestamps can aid in troubleshooting.


We can't see the images you posted until a Moderator approves them.  I see from your post that FFTP mode is set to 'on', yet you say you have FTTC?  Can you change that setting?


Another good site to check your speed and latency is  After it gives your download speed, click on 'show more info' to get upload speed and latency.  Post your results in text, not a screenshot.