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Fiber 1 - Download Speed

Boris_the_spider — Tue, 27 Apr 2021 17:38:12 GMT

Hi Community

A quick question regarding a HH5 which has always periodically re-booted itself but is now resulting in unsatisfactory download speeds.

For background, we have been with the Infinity 1 service from March 2016. The original order suggested that the estimated download speeds will be between 39Mb and 40Mb, with an upload speed will be between 8Mb and 10Mb. The minimum guaranteed speed you can expect from your BT Infinity will be 35Mb.

The BT Wholesale report for 01635 Newbury Cabinet 2 is as follows:

Assuming I understand this report correctly, the handback speed is 40Mbs, but the last observed speed was 33Mbs, does this perhaps suggest a problem?

The HH5 helpdesk log is as follows:

From looking at other community posts, I understand that the download speed is currently capped at 31Mbs but the line should be capable of 50Mbs. But again from reading the community, the download noise margin is perhaps a little on the high side and therefore limiting the download speed? I have tried the BT online fault finder with no faults found, and also used the quiet line test with no obvious problems. The HH5 is plugged directly into the BT socket and there are no internal line extensions.

Finally, I have been keeping a note of the WAN log since October 2020 and this is summarised below. The recorded dates mainly coincide with HH5 auto re-boots (although some are from manual re-boots when some devices have experienced connection problems). The noise margin seems to be fairly consistent on the upload, but the download noise margin varies from 8 to 13.9.


	Down Speed	Up Speed	Down Noise	Up Noise
02/10/2020	42.0	12.0	8.2	6.1
04/10/2020	42.0	12.0	8.2	6.2
04/10/2020	38.2	12.0	9.6	6.2
06/10/2020	33.5	12.0	11.6	6.3
07/10/2020	33.5	12.5	11.5	6.3
08/10/2020	31.0	12.5	12.7	6.3
08/10/2020	31.0	12.5	13.1	6.3
13/10/2020	31.0	12.5	13.1	6.4
14/10/2020	31.0	12.6	12.9	6.3
16/10/2020	31.0	12.6	12.8	6.2
19/10/2020	31.0	12.6	13.0	6.1
27/10/2020	31.0	1.1	14.4	5.9
27/10/2020	31.0	12.6	12.8	6.2
29/10/2020	31.0	12.6	12.8	6.2
06/11/2020	31.0	12.8	12.9	6.3
08/11/2020	42.0	12.7	8.1	6.1
18/11/2020	42.0	12.6	8.0	6.1
20/11/2020	42.0	12.6	8.3	6.1
28/11/2020	38.2	12.7	9.7	6.2
28/11/2020	38.2	12.8	9.8	6.1
30/11/2020	38.2	12.8	9.7	6.1
04/12/2020	33.5	11.4	12.7	6.2
08/12/2020	33.5	11.4	12.9	6.0
16/12/2020	33.5	12.9	11.6	6.0
22/12/2020	38.2	12.9	9.5	6.2
23/12/2020	33.5	12.7	11.4	6.3
24/12/2020	33.5	12.7	11.5	6.0
02/01/2021	33.5	13.3	11.6	6.1
06/01/2021	31.0	13.3	12.6	6.2
09/01/2021	31.0	13.3	12.6	6.0
13/01/2021	31.0	14.6	12.8	5.3
14/01/2021	31.0	13.4	12.9	6.1
17/01/2021	31.0	13.3	13.0	6.2
19/01/2021	31.0	13.2	12.8	6.2
28/01/2021	31.0	13.3	12.7	6.2
30/01/2021	31.0	13.1	12.8	6.2
31/01/2021	28.7	13.2	13.8	6.3
04/02/2021	28.7	13.2	13.8	6.0
11/02/2021	28.7	12.8	13.8	6.2
13/02/2021	28.7	12.8	13.7	6.0
14/02/2021	28.7	13.3	13.5	6.2
21/02/2021	28.7	13.1	13.9	6.3
01/03/2021	28.7	13.1	13.7	6.0
06/03/2021	42.0	13.2	8.5	6.0
07/03/2021	42.0	13.2	8.7	5.9
10/03/2021	42.0	13.1	8.6	6.0
10/03/2021	38.2	13.1	10.2	6.1
11/03/2021	33.5	13.0	12.1	6.2
15/03/2021	33.5	13.1	12.0	6.2
25/03/2021	33.5	13.0	12.1	6.2
02/04/2021	33.5	12.8	12.4	6.0
16/04/2021	31.0	13.0	13.2	6.2
20/04/2021	31.0	12.7	13.5	6.3

As mentioned above, the current download speed falls below the original guaranteed speed - can anybody suggest anything to improve the download speed?

Thanks in advance,

Re: Fiber 1 - Download Speed

imjolly — Tue, 27 Apr 2021 18:29:44 GMT

From looking at the WAN logs it is obvious that your connection speed problems is a result of your connection instability which has caused the DLM to take action to try and stabilise your connection

You really need to find the reason for all your drops in connection as you need a stable connection for at least 4/6 weeks for your connection to improve

Bear in mind all speeds quoted hy BT are connection speeds to hub not download speeds at device

Re: Fiber 1 - Download Speed

pippincp — Tue, 27 Apr 2021 21:06:57 GMT

What do you mean by quiet line test no obvious problems? It is either silent or not. What other problems would there be?

Re: Fiber 1 - Download Speed

DavidM — Wed, 28 Apr 2021 11:10:06 GMT

Hi @Boris_the_spider .

Welcome and thanks for posting. Is there any pattern to the drops? Does anything else happen at the same time i.e. any electrical devices etc switching on? Is the quiet line test quiet or is there any noise i.e. hissing or crackling?

Cheers

David

Re: Fiber 1 - Download Speed

Boris_the_spider — Wed, 28 Apr 2021 15:34:47 GMT

Thanks everybody. Quietline test is quiet, and for completeness I have also run the BT line fault finder again with no faults.

And I can't see any obvious pattern causing the re-boots.

Any other thoughts?

Re: Fiber 1 - Download Speed

imjolly — Wed, 28 Apr 2021 15:40:24 GMT

Have you tried connecting to the test socket with a filter to see by eliminating the master faceplate that you line is more stable maybe if possible try a different rj11 modem cable

Re: Fiber 1 - Download Speed

Boris_the_spider — Thu, 29 Apr 2021 13:44:28 GMT

Thanks again for the various suggestions - I'll try new leads at the weekend and report back.

Also, we experienced another reset yesterday (28 April) which followed a period of heavy rain - this however did not result in any further speed reduction.

Perhaps coincidentally, the speed reductions recorded in the WAN log that occurred in February and the reduction in speed recorded in the middle of March also followed periods of heavy rainfall.

Can a weather related issue affect broadband but not affect landline?

(For completeness, I re-ran both the online BT broadband faultfinder and landline faultfinder and neither test found faults).

Any other thoughts/suggestions?

Thanks.

Re: Fiber 1 - Download Speed

Boris_the_spider — Thu, 06 May 2021 11:22:05 GMT

Hi Community,

A brief update. On the 1st May I have connected the HH5 to the test socket using a new ADSL filter and new modem lead. The WAN log is still connecting at 31down, 13up with SNR 13.6down and 6.2up.

The HH5 has now been up for 4days23hours with no further WAN resets.

I'll keep an eye on things and report back.

Perhaps prematurely, is there way of getting a speed reset instead of waiting for the DLM to catch-up or is it just a case of waiting?

Thanks.

Re: Fiber 1 - Download Speed

imjolly — Thu, 06 May 2021 11:27:33 GMT

just a matter of waiting and first steps are a stable connection as you will not get any DLM reset unless stable

Re: Fiber 1 - Download Speed

Boris_the_spider — Fri, 07 May 2021 12:46:52 GMT

Hi Community.

Unfortunately the HH5 experienced another WAN reset in the early hours of this morning (02:50 7th May).

Using the test socket with a new modem lead and ADSL filter the WAN log is now connecting at 31down, 12.8up with SNR 13.5down and 6.3up. (Basically unchanged from the previous log).

I have again re-run the online BT broadband and landline fault finder with no faults identified.

I'm going to borrow/buy a new corded phone to re-run the quiet line test - but in the meantime is there anything else I can try?

Re: Fiber 1 - Download Speed

imjolly — Fri, 07 May 2021 13:08:52 GMT

if there is no noise at all on quiet line test then you need to phone 151 and get engineer visit as you are not going to make any progress with faster speed until your connection is stable

Re: Fiber 1 - Download Speed

Boris_the_spider — Thu, 27 May 2021 13:16:40 GMT

Hi Community,

A brief update........after speaking to a neighbour (using the same telegraph pole), it turns out that they were also experiencing broadband problems.

My neighbour reported the fault, and Open Reach were called in and diagnosed a fault in the underground cabling which was repaired yesterday.

My neighbours broadband download speed has now increased to approximately 60meg.

Recent details from our HH5 WAN log are below. This shows that the upload speed has increased from 12.7 to 15.4 following the 26/May/2021 Openreach repair, but download speed is still significantly reduced.

	Rate	SNR Margin (dB)
	Down	Up	Down	Up
01/05/2021	31.0	13.0	13.6	6.2	New Modem lead, filter and using test socket
07/05/2021	31.0	12.8	13.5	6.3
13/05/2021	31.0	12.9	13.6	6.3
24/05/2021	28.7	12.8	14.5	6.3
25/05/2021	28.7	12.7	14.5	6.1
26/05/2021	28.7	15.4	15.0	6.3	OpenReach repaired underground cable

I attach a screenshot of the HH5 helpdesk information.

The hub has been up for a 1 day and 4 hours following the interruption in service due to the OpenReach repair. Given the increase in upload performance is there any way of forcing the DLM on the download speed? Or do I need to wait a few more days before reporting a fault?

Any further thoughts?

Thanks in advance.

Re: Fiber 1 - Download Speed

licquorice — Thu, 27 May 2021 13:24:14 GMT

You can't force DLM. Give it a few days and see if the speed increases, you don't appear to be on a banded profile so DLM should act reasonably quickly. Don't be tempted to restart the hub in an attempt to speed things up, it will only make matters worse.

Re: Fiber 1 - Download Speed

Boris_the_spider — Wed, 02 Jun 2021 12:57:52 GMT

Hi all.

A further update. After experiencing no improvement in download speed we called the BT call centre.

They concluded that the HH5 was potentially faulty due to the large number of resets.

Consequently a HH6 and master socket has been installed today but on testing by the engineer this hasn't immediately fixed the slow download speeds. The engineer recommended calling BT to check the IP profile as this appeared to be restricting the speed.

On calling, the BT representative advised us to sit and wait to see if the speed improves, and if not to call back on 4th June.

Any other community input? Can IP profiles get stuck?

Cheers, and I'll report back in due course.

Re: Fiber 1 - Download Speed

Boris_the_spider — Wed, 02 Jun 2021 13:06:25 GMT

And for completeness, a screenshot of the new log:

Re: Fiber 1 - Download Speed

licquorice — Wed, 02 Jun 2021 14:13:05 GMT

Its DLM that is restricting your speed, another engineer tinkering about unnecessarily hasn't helped the cause.