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NybbleUK
Contributor
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Message 1 of 6

Broadband speed not recovered since stormy weather over a month ago

Hi,

At around the end of July we had a large thunder storm that caused problems with our broadband making it drop out a several times. When it finally stabilized it was running slower than normal.

We haven't had any issues with the stability of the line since but the speed has never fully recovered, even though I cannot hear any noise on the line when doing a quite line test.

The router reports that the SNR on downloads is 9dB where as before we had 6dB and sometimes it even went to 3dB.

Here is the last set of statistics that I recorded from the router the other day

Product Name:HomeHub5
Serial number:1528090210
Firmware version:v0.07.08.11237-BT (Type B) Last updated 23/4/2019
Board version:1
ADSL uptime:13 days, 08:56:28
Bandwidth:1052 / 4231
Data sent/received:1.6 GB / 70.4 GB
Broadband username:bthomehub@btbroadband.com
BT Wi-fi:Yes
2.4GHz wireless network/SSID:BTHub5-QZKP
2.4GHz wireless connections:Enabled (802.11 b/g/n (up to 144 Mb/s))
2.4GHz wireless security:WPA2 Only (Recommended)
2.4GHz wireless channel:Automatic (Smart Wireless)
5GHz wireless network/SSID:BTHub5-QZKP
5GHz wireless connections:Enabled (802.11 a/n/ac (up to 1300 Mb/s))
5GHz wireless security:WPA2 Only (Recommended)
5GHz wireless channel:Automatic (Smart Wireless)
Firewall:Default
MAC Address:5c:dc:96:90:7a:62
VPI/VCI:0/38
Modulation:G.992.3(ADSL2)
Latency type:Interleaved
Software variant:-
Boot loader:0.5.1-BT (Wed Nov 12 11:52:05 2014)

 

When this kind of thing has happened before it has fixed itself within a couple of weeks, but not this time.

Do you know how much longer it will take to go back to normal (as it has been over a month now) or is it possible to have it manually reset?

Many thanks for your help

Guy

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5 REPLIES 5
Distinguished Sage
Distinguished Sage
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Message 2 of 6

Re: Broadband speed not recovered since stormy weather over a month ago

I would expect the hh5 to show noise margin   Stats from troubleshooting then helpdesk?

enter phone number and post results. Remember delete number

http://www.dslchecker.bt.com/

Try quiet line test. Dual 17070 option 2 should be silent and best with corded phone 



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NybbleUK
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Message 3 of 6

Re: Broadband speed not recovered since stormy weather over a month ago

Hi,

I found the noise margin in the Home Hub logs:

DSL Link Up: Down Rate=4231Kbps, Up Rate=1052Kbps; SNR Margin Down=9.2dB, Up=6.1dB

The line test (17070) is quite, no crackling or noise that I can hear.

The results from the URL you sent me are as follows:

Featured ProductsDownstream Line Rate(Mbps) Upstream Line Rate(Mbps) Downstream Handback Threshold(Mbps)WBC FTTC Availability DateWBC SOGEA Availability DateLeft in Jumper
 HighLowHighLow    
VDSL Range A (Clean)5.42.11.20.81.4AvailableAvailable--
VDSL Range B (Impacted)5.421.20.61.4AvailableAvailable--
Featured ProductsDownstream Line Rate(Mbps) Upstream Line Rate(Mbps) Downstream Range(Mbps)WBC FTTP Availability Date  
FTTP on Demand330 30 --Available----
ADSL ProductsDownstream Line Rate(Mbps) Upstream Line Rate(Mbps) Downstream Range(Mbps)Availability Date Left in Jumper
WBC ADSL 2+Up to 2.5 -- 1 to 4Available----
WBC ADSL 2+ Annex MUp to 2.5 Up to 0.5 1 to 4Available----
ADSL MaxUp to 2 -- 1 to 3.5Available----
WBC Fixed Rate1 -- --Available----
Fixed Rate1 -- --Available----
Observed SpeedsVDSL ADSL     
Max Observed Downstream Speed (Mbps)-- 4.54     
Max Upstream Observed Speed (Mbps)-- 1.01     
Observed Date-- 43448     
Other Offerings     Availability Date  
VDSL Multicast-- -- --Available----
ADSL Multicast-- -- --Available----
Premise environmentStatus       
Bridge TapU       
VRIN       
NTEFaceplateN       
Last Test Date04/09/2019       

 

Just for comparison, here is an entry from the Home Hub logs just before we had the issue:

DSL Link Up: Down Rate=4939Kbps, Up Rate=1012Kbps; SNR Margin Down=6.2dB, Up=6.3dB

Thanks for your help

Guy

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Distinguished Sage
Distinguished Sage
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Message 4 of 6

Re: Broadband speed not recovered since stormy weather over a month ago

As your stats show 13+days connection time I have asked mods to help and reset noise margin back to 6db.  Once that is done then given a stable connection your noise margin may reduce to 3db which would give a bit more speed. Reset is to normal 6db

mods will post here



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Moderator
Moderator
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Message 5 of 6

Re: Broadband speed not recovered since stormy weather over a month ago

Hi @NybbleUK Thanks for posting and welcome to the BT.com community forums. I'm sorry to see you're having problems with your broadband speed since the stormy weather. I've sent you a Private Message with details on how you can get in contact with the mod team and we'll be happy to help.

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NybbleUK
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Message 6 of 6

Re: Broadband speed not recovered since stormy weather over a month ago

Thank you for your help, I have replied to the message with the requested details.

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