This topic

Infinity 2 FTTC Very Slow Peak Hours

agmsturdy — Thu, 23 Feb 2023 14:51:24 GMT

Hello Everybody,

I have had BT Infinity 2 FTTC together with the latest model BT Hub years since the service became available in our North Yorkshire Village about 3 years ago. All has been well apart from short periods of network down time due to local outages and these have usually been resolved within 24hrs. Over the last weekend 18-19th February I noticed that our connection was slowing right down during peak periods i.e. 18:00hrs until about midnight. This has continued all week and the service has slowed down to between 4 and 5 Mbps. After midnight and all the following day speeds return to a stable 60Mbbps download and 20 Mbps Upload.

I have been using the B.T App to test the speeds and it reports that the speed to the hub is not as expected (understatement).

I have waited all week for an engineer to visit and when he came this morning I explained how the problem was only during peak evening hours and how it was the speed to the hub that was slow, not the Wi-Fi. He was a friendly helpful chap and after running diagnostics on his laptop he told me that Wi-Fi congestion was the problem and that this would be the cause of the poor speeds from cabinet to my hub as it was likely that many of my neighbours where on the same channels. He reset the hub and changed the Wi-Fi channel's to 11 for 2.4ghz and 48 for 5ghz.

I must admit that I do not understand the logic behind this procedure please excuse my ignorance I was under the impression that the speed to hub was over the old copper cables from the cabinet, nothing to do with Wi-Fi channels. I explained my understanding to the engineer but he insisted his diagnosis was correct.

My research has given me the impression that this type of problem is more likely to be caused by congestion at the exchange due to the DSLAM or VSLAM being over populated.

Please could someone with the time and knowledge be kind enough to enlighten me?

I will not know if the channel changes have helped until after 1900hrs this evening, but BT have already closed the fault recording the fact that I have informed them it has been fixed.

Looking forward to any replies or advice that anyone would be kind enough to give, thank you. Confused Silver Surfer.

Re: Infinity 2 FTTC Very Slow Peak Hours

licquorice — Thu, 23 Feb 2023 15:00:55 GMT

The 'engineer' was talking total nonsense. It will be congestion in the backhaul network causing the problem.

Re: Infinity 2 FTTC Very Slow Peak Hours

countrypaul — Thu, 23 Feb 2023 15:06:57 GMT

What device and connection are you using to run the BTApp? For example: PC with Ethernet, Tablet with2.4GHz Wifi, or Phone with 5GHz WiFi.

It might also be worth testing your BB speed against some other sites just for consistency such as broadbandspeedchecker.com or speedtest.net (there are quite a few to chose from). Post the results from different times of day on here after removing any personal identifiers. If you could also post the Hub stats (again remove identifying data) on here taken at as close a time as possible to the above tests that might help.

Re: Infinity 2 FTTC Very Slow Peak Hours

agmsturdy — Thu, 23 Feb 2023 15:08:17 GMT

Many thanks for you prompt reply, unfortunately I suspected that this was the case. I am expecting a call from BT faults tomorrow morning when I will probably be telling them that the fault persists (being polite). Could you recommend a course of action as I seem to be struggling to get some understanding from the BT side?

Re: Infinity 2 FTTC Very Slow Peak Hours

agmsturdy — Thu, 23 Feb 2023 15:11:05 GMT

Using PC on Ethernet, phone,tablet and chromebook, also numerous other speed test sites that confirm the very low speed. Any Wi-Fi tests done in same room as hub and these match ethernet PC tests.

Re: Infinity 2 FTTC Very Slow Peak Hours

Anonymous — Thu, 23 Feb 2023 15:19:53 GMT

Yep, complete billhooks. Was this Openreach or Qube?

Just keep reporting it online while the fault is present & hopefully, you'll eventually get a visit from someone who knows what they're doing...

Re: Infinity 2 FTTC Very Slow Peak Hours

licquorice — Thu, 23 Feb 2023 15:25:10 GMT

@agmsturdy wrote:

Many thanks for you prompt reply, unfortunately I suspected that this was the case. I am expecting a call from BT faults tomorrow morning when I will probably be telling them that the fault persists (being polite). Could you recommend a course of action as I seem to be struggling to get some understanding from the BT side?

Ask them if you are connected to a hot VP. They won't know but insist they raise it with BT wholesale.

Re: Infinity 2 FTTC Very Slow Peak Hours

agmsturdy — Thu, 23 Feb 2023 15:34:50 GMT

Many Thanks, Qube

Re: Infinity 2 FTTC Very Slow Peak Hours

licquorice — Thu, 23 Feb 2023 15:38:56 GMT

That explains a lot!!

Re: Infinity 2 FTTC Very Slow Peak Hours

RobbieMac — Thu, 23 Feb 2023 15:43:43 GMT

Hi @agmsturdy

Welcome to the BT Community and thank you for posting!

I am sorry for the slow broadband speeds. From what you've reported it looks like the VLAN you're connected to is over-utilised. We can pick up from here and help sort this out to get your throughput speeds back to where they should be, during peak times.

I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Thanks,

Robbie

Re: Infinity 2 FTTC Very Slow Peak Hours

agmsturdy — Fri, 24 Feb 2023 10:20:54 GMT

As expected just spoken to BT, they now tell me that they will have to wait 3-4 days to see if what the engineer did will solve the problem. Absolute rubbish. They tell me that they can not escalate my problem at this time. Last night the speeds were 2-5Mbps again from 18:30 until Midnight. They also tell me that Zoom Internet have been pulling fibre cables in the area and that could have effected the network.

Paying top dollar for a Rubbish service!

I am not a complainer but it appears that everything is governed by simple online tests run during office hours when the problem is not affecting the line.

Robbie, please can you tell me if you are affiliated to BT and can anything be done to make some progress?

many thanks

Andrew

Re: Infinity 2 FTTC Very Slow Peak Hours

StuartH — Fri, 24 Feb 2023 10:35:45 GMT

Hi @agmsturdy

Thanks for posting an update.

I can advise that yes we are BT employees, I can see your message is in our Queue.

Once it reaches the top we can investigate this for you as @RobbieMac said this sounds like an over utilised vlan especially when it's affecting you during peak times in the evening.

We'll do our best to get this resolved for you.

Cheers

Stuart

Re: Infinity 2 FTTC Very Slow Peak Hours

agmsturdy — Fri, 24 Feb 2023 10:54:48 GMT

Many thanks for your reply, I just wondered why the problem seems to be being approached from 2 angles, the community being more realistic of the two.

I was called this morning and told that I would have to wait until the middle of next week to see if what the engineer had done to the hub wi-fi channels had solved the problem and settled the speeds down!

I do not believe this to be reasonable and was told that the matter could not be passed to Openreach at this time.

Please can you give me any idea as to when the issue may be addressed, i.e. how far am i down the queue?

I note that my reported fault has been closed down and marked as fixed as reported by me!!! this is not the truth and I think poor practice. I have only reported that fact that the problem still persists.

many thanks

Andrew

Re: Infinity 2 FTTC Very Slow Peak Hours

agmsturdy — Fri, 24 Feb 2023 11:10:51 GMT

Re: Infinity 2 FTTC Very Slow Peak Hours

licquorice — Fri, 24 Feb 2023 11:20:04 GMT

Just wait for the mods to contact you when your case reaches the top of their queue. They are only a small team but are extremely good at resolving problems.

Re: Infinity 2 FTTC Very Slow Peak Hours

StuartH — Fri, 24 Feb 2023 11:22:46 GMT

Hi @agmsturdy

Thanks for your reply and screenshot.

From experience there are certain behaviours like speeds being fine until a certain time period each evening indicates over utilisation at the exchange.

However in some cases these can also be over utilisation in the home, which is why our suppliers sometimes ask for an engineer to carry out some tests first before going into making changes to vlans etc. This has gotten somewhat easier to avoid over the years.

You aren't far down the queue so I would hope you would be picked up soon if not today definitely Monday at the very latest.

Thanks

Stuart

Re: Infinity 2 FTTC Very Slow Peak Hours

agmsturdy — Fri, 24 Feb 2023 11:30:06 GMT

Thanks for the posts, your help and input is much appreciated.

Re: Infinity 2 FTTC Very Slow Peak Hours

agmsturdy — Sat, 25 Feb 2023 08:05:25 GMT

Stats Friday evening for Information.

Re: Infinity 2 FTTC Very Slow Peak Hours

agmsturdy — Mon, 27 Feb 2023 14:24:21 GMT

Update for Sunday Evening Just the same!!!!!

Re: Infinity 2 FTTC Very Slow Peak Hours

JohnC2 — Mon, 27 Feb 2023 14:34:58 GMT

Hi @agmsturdy, thanks for posting the performance figures. One of the team will be in touch with you today.

Cheers

John