This topic

Not a happy customer - thinking of leaving

Comports — Thu, 12 Nov 2020 20:18:59 GMT

Hi all,

My first and maybe my last but thought I's try one last thing - I've been round the houses this evening for near on 3 hours, spoken to many different folks all passed me onto someone else - had enough now.

Basically i've had infinity 1 (FTTC) for a few years, bought when it was the 'Up to 54Mb' (the stayfast wotnot seems to be lowered every year... but thats another story)

My speed has been quite consistent for some time but in recent weeks has started to drop off - I used to get 48Mb and then it resettled itself to around 44/45Mb.

Lately it dropped to 27-32 and I'm trying to find out why and get it fixed (but I keep being told its over the 23Mb stay fast so we can't call an engineer..!!) It's pretty poor in my opinion that BT set such low stay fasts to absolve themselves of any contractual obligations but advertise considerably higher speeds to get folks to sign up!

Anyway - can someone shed light on my figures below so I know how to approach it - or just resign to the fact and cancel the contract.

Firmware version: SG4B1000E040

Data rate: 9.99 Mbps / 35.00 Mbps

Maximum data rate: 10745 / 52280

Noise margin: 6.3 dB / 9 dB

Line attenuation: 60.1 dB

Signal attenuation: 42.8 dB / 61.6 dB

When this happend 6 months ago a very friendly engineer came out and said he couldn't find any faults but noted the IP Profile (or DLM..?) has been capped, probably from a previous line issue but hadn't reset - he made call to someone who promply reset it and it came back to 45Mb where it stayed for another few months.

Now its dropped again - does the above give anyone any clues for me..?

Any help is greatly appreciated 🙂

Re: Not a happy customer - thinking of leaving

licquorice — Thu, 12 Nov 2020 20:30:39 GMT

DLM has capped your line at 35M due to instability, your line is capable of 52M. The engineer that came out clearly didn't fix the underlying cause of your problems and just got a DLM reset performed. Without fixing the fault, DLM is just doing its job again. Is there any noise when you do a quiet line test 17070, it should be totally silent with a corded phone.

Re: Not a happy customer - thinking of leaving

Comports — Thu, 12 Nov 2020 20:39:35 GMT

Thx for the reply. The DLM reset was back in Feb or so and has been fine for months.

The quiet line is pretty quiet but has a faint hum (I suspect that’s normal?)

ive not had the DLM reset this time although they say the engineer fixed the fault yesterday - as he didn’t come to the house I can’t comment in what they actually did.

speaking this evening to the ‘faults’ lady I have now been advised they won’t send an engineer because I’m over the stay fast and the faults team are not able to reset it.

Not sure where to turn next.

Re: Not a happy customer - thinking of leaving

licquorice — Thu, 12 Nov 2020 20:44:10 GMT

With a corded phone , it should be totally silent, you might hear a slight hum with a cordless phone. DLM has definitely banded your line at 35M, the engineer should have asked for a reset afterwards, but if he didn't fix anything the problem will just return again anyway.

Re: Not a happy customer - thinking of leaving

Comports — Thu, 12 Nov 2020 20:51:54 GMT

I’ll try to find a corded one to test

Do my Noise, Line and Signal attenuation numbers look high - I believe higher numbers mean lower speeds..?

Are there general issues that cause these high values.

id like the DLM reset so I can monitor over a week or 2 to see if they drop again - that would tell me if there is still a problem - just not sure how I can get it reset -BT don’t seem to want to do it or ask for it to be done!!

thx

Re: Not a happy customer - thinking of leaving

pippincp — Thu, 12 Nov 2020 20:52:51 GMT

Your noise margin is high due to action taken by DLM.

Re: Not a happy customer - thinking of leaving

imjolly — Thu, 12 Nov 2020 20:57:02 GMT

can you post the full stats from the hub instead of an abbreviated version

if your attenuation is 60db then there is something wrong. Have you tried using the test socket with a filter to eliminate any problems with master faceplate or internal wiring

can you enter your phone number and post results - see what you estimated range actually is

https://www.broadbandchecker.btwholesale.com/#/ADSL

Re: Not a happy customer - thinking of leaving

Comports — Thu, 12 Nov 2020 21:13:28 GMT

Sure - hope its not too long...

Product name: BT Hub 6A

Serial number: +084316+NQ71355860

Firmware version: SG4B1000E040

Firmware updated: 25-Oct-2020

Board version: 1.0

Gui version: 1.115.0

DSL uptime: 0 Days, 1 Hours 29 Minutes 51 Seconds

Data rate: 9.99 Mbps / 35.00 Mbps

Maximum data rate: 10745 / 52280

Noise margin: 6.3 dB / 9 dB

Line attenuation: 60.1 dB

Signal attenuation: 42.8 dB / 61.6 dB

VPI / VCI: 0/38

Modulation: G_993_2_ANNEX_B

Latency type: Fast Path

Data sent / received: 145 MB Uploaded / 508 MB Downloaded

Broadband username: bthomehub@btbroadband.com

BT Wi-fi: Active

2.4 GHz wireless network name: BTHub6

2.4 GHz wireless channel: Smart (Channel 11)

5 GHz wireless network name: BTHub6

5 GHz wireless channel: Smart (Channel 36)

Wireless security: WPA2 (Recommended)

Wireless mode: Mode 1

Firewall: On

MAC address: A0:8E:78:25:93:3D

Software variant: -

Boot loader: 7.33.1

Re: Not a happy customer - thinking of leaving

Comports — Thu, 12 Nov 2020 21:18:16 GMT

Not sure what you need from the second link - but here goes...

VDSL Range A (Clean)	52.9	35	10.1	7	32.4	Available	Available	--
VDSL Range B (Impacted)	51.5	32.4	10	6.5	26.1	Available	Available	--

FTTP on Demand

330

Available

ADSL Products

WBC ADSL 2+WBC ADSL2+ Annex MADSL MaxWBC Fixed RateFixed Rate

Up to 8	--	5.5 to 12.5	Available	Available	--
Up to 8	Up to 1	5.5 to 12.5	Available	Available	--
Up to 7.5	--	6.5 to 8	Available	Available	--
2	--	--	Available	Available	--
2	--	--	Available	--	--

Observed Speeds

Max Observed Downstream SpeedMax Observed Upstream SpeedObserved Date

10.85

2020-11-06

The premise/line is associated with exchange which is NOT part of current fibre priority programme.

The premise/line is associated with exchange where WLR is not withdrawn.

The premise/line is associated with exchange where SOADSL service is restricted.

FTTP is not available.

Re: Not a happy customer - thinking of leaving

Comports — Thu, 12 Nov 2020 21:25:53 GMT

Sorry - I have tried the test socket (but have one of the new faceplates that plugs straight into the test socket behind.

Not tried with filter as was advised I don’t need them now - but will dig one out and try it.

Thx for your help so far.!

Re: Not a happy customer - thinking of leaving

imjolly — Thu, 12 Nov 2020 21:46:49 GMT

Test socket may help if you current connection is unstable and is the cause of DLM putting connection into banded profile with the new style master make sure front is securely clipped in place

Re: Not a happy customer - thinking of leaving

Comports — Thu, 12 Nov 2020 21:58:44 GMT

I might be being stupid but I don’t seem to be able to plug the hub directly into the test socket - the plug is the smaller square type than a standard phone plug..!

what am I missing.?

Re: Not a happy customer - thinking of leaving

licquorice — Thu, 12 Nov 2020 22:01:23 GMT

A filter.

It converts RJ11 to phone socket.

Re: Not a happy customer - thinking of leaving

Keith_Beddoe — Fri, 13 Nov 2020 06:57:24 GMT

@Comports wrote:

I might be being stupid but I don’t seem to be able to plug the hub directly into the test socket - the plug is the smaller square type than a standard phone plug..!

what am I missing.?

One of these or a similar microfilter.

Re: Not a happy customer - thinking of leaving

Comports — Fri, 13 Nov 2020 14:24:19 GMT

Thanks both

Tried with a filter and nothing else plugged in (master socket) and no difference - I suspect their wont be though as the IP Profile is now set - from what I understand it might re-evaluate itself after 10 days of so of stability - but tis not what the last engineer told me 🙂

Do you think I should be asking BT to ask OR to reset it for me, bring the speed back up and then let it settle to what it believes is a stable level..?

Just not sure where to go now as BT told me yesterday they won't get an engineer out as its above the 23Mb stay fast...

Thx

Re: Not a happy customer - thinking of leaving

imjolly — Fri, 13 Nov 2020 14:29:55 GMT

if you are able to post new hub stats when you are connected to the test socket see if any changes especially in attenuation and connection speed/attainable

Re: Not a happy customer - thinking of leaving

Comports — Fri, 13 Nov 2020 17:26:59 GMT

I’m just waiting for my next door to get back to borrow his filter again (BT told me I didn’t need them anymore so I slung mine) as I have the new style faceplate

should I still be using filters then..?

thx

Re: Not a happy customer - thinking of leaving

imjolly — Fri, 13 Nov 2020 17:29:39 GMT

You only need to use the filter to connect to the test socket as a test to see if eliminating the master faceplate and any internal wiring will improve your connection

Re: Not a happy customer - thinking of leaving

Comports — Sat, 14 Nov 2020 10:39:49 GMT

ok - sorry for the delay - I have connected up to thr test socket with the filter - here are the info details now

Product name: BT Hub 6A

Serial number: +084316+NQ71355860

Firmware version: SG4B1000E040

Firmware updated: 25-Oct-2020

Board version: 1.0

Gui version: 1.115.0

DSL uptime: 0 Days, 0 Hours 1 Minutes 56 Seconds

Data rate: 9.99 Mbps / 35.00 Mbps

Maximum data rate: 10990 / 53782

Noise margin: 6.3 dB / 9.6 dB

Line attenuation: 59.7 dB

Signal attenuation: 42.6 dB / 59.9 dB

VPI / VCI: 0/38

Modulation: G_993_2_ANNEX_B

Latency type: Fast Path

Data sent / received: 838 kB Uploaded / 16 MB Downloaded

Broadband username: bthomehub@btbroadband.com

BT Wi-fi: Active

2.4 GHz wireless network name: BTHub6

2.4 GHz wireless channel: Smart (Channel 11)

5 GHz wireless network name: BTHub6

5 GHz wireless channel: Smart (Channel 36)

Wireless security: WPA2 (Recommended)

Wireless mode: Mode 1

Firewall: On

MAC address: A0:8E:78:25:93:3D

Software variant: -

Boot loader: 7.33.1

Looks similar to me but I'm no expert.!!

Thanks

Re: Not a happy customer - thinking of leaving

Comports — Sun, 15 Nov 2020 08:59:44 GMT

OK - now I am really confused...

BT told me that my line is capable of getting up to 52Mb - They also told me full fibre is not available yet.

My next door neighbour (literally 20-30 feet away) is also with BT and sent me a screen shot of his speed last night and again this morning - 84Mb last night and 81 this morning..

That speed sounds like full fibre to me - he confirmed his bill is also £49 for just BB and Phone.

So BT are reluctant to come out to me as I get at least the minimum 23Mb but next door get over 80Mb....??

How can that be?