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Pingu_3d
Beginner
283 Views
Message 1 of 6

Can you please reset my SNR - all stats provided

My speed to the router dropped from 4.5 to 2.5 back in July and despite all my efforts I can't get anything done to remedy this. My SNR shot up to 12 about then and has stayed there since. Like a previous poster I have made multiple requests to the call centre, been told that my case has been escalated and finally spoke to a supervisor who said he would reset the SNR. Nothing has changed however so can a mod please reset my SNR for me?

I pay for the TV package and we can't stream anything now. I have a very unhappy household

 

My Quiet line test is Quiet

 

My BT wholesale performance test results (following all instructions but without rebooting the router or laptop) are as follows;

Download speed 2.55

Upload speed 0.36

Ping latency 57.25

 

My HelpDesk stats are;

 

1. Product name:BT Home Hub
2. Serial number:+068543+NQ45119120
3. Firmware version:Software version 4.7.5.1.83.8.204.1.11 (Type A) Last updated 02/07/15
4. Board version:BT Hub 5A
5. DSL uptime:2 days, 15:49:30
6. Data rate:448 / 2848
7. Maximum data rate:1176 / 2912
8. Noise margin:23.0 / 14.6
9. Line attenuation:30.0 / 47.6
10. Signal attenuation:30.0 / 44.6
11. Data sent/received:468.8 MB / 4.5 GB
12. Broadband username:bthomehub@btbroadband.com
13. BT Wi-fi:Yes
14. 2.4 GHz Wireless network/SSID:cb
15. 2.4 GHz Wireless connections:Enabled (802.11 b/g/n (up to 300 Mb/s))
16. 2.4 GHz Wireless security:WPA2
17. 2.4 GHz Wireless channel:Automatic (Smart Wireless)
18. 5 GHz Wireless network/SSID:cb5
19. 5 GHz Wireless connections:Enabled (802.11 a/n/ac (up to 1300 Mb/s))
20. 5 GHz Wireless security:WPA2
21. 5 GHz Wireless channel:Automatic (Smart Wireless)
22. Firewall:Default
23. MAC Address:18:1e:78:2e:7d:38
24. VPI/VCI:0 / 38
25. Modulation:G.992.1 Annex A
26. Latency type:Interleaved
27. Software variant:AA
28. Boot loader:1.0.0

 

Please help us

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5 REPLIES 5
Distinguished Sage
Distinguished Sage
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Message 2 of 6

Re: Can you please reset my SNR - all stats provided

the mods will help but normally they like to see 3+ days conenction to show line is now stable before manually resetting the noise margin.  if line is stable then just repost stats tomorrow and mods will offer assistance



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Pingu_3d
Beginner
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Message 3 of 6

Re: Can you please reset my SNR - all stats provided

Thanks for the reply, not sure what you mean by stable... we haven't noticed the line dropping, just very poor download speeds.

Here are my stats as of 21:05 on 22/08/2015

 

1. Product name:BT Home Hub
2. Serial number:+068543+NQ45119120
3. Firmware version:Software version 4.7.5.1.83.8.204.1.11 (Type A) Last updated 02/07/15
4. Board version:BT Hub 5A
5. DSL uptime:0 days, 01:53:31
6. Data rate:448 / 2944
7. Maximum data rate:1128 / 3040
8. Noise margin:22.0 / 9.1
9. Line attenuation:30.5 / 48.3
10. Signal attenuation:30.5 / 46.1
11. Data sent/received:14.4 MB / 159.1 MB
12. Broadband username:bthomehub@btbroadband.com
13. BT Wi-fi:Yes
14. 2.4 GHz Wireless network/SSID:cb
15. 2.4 GHz Wireless connections:Enabled (802.11 b/g/n (up to 300 Mb/s))
16. 2.4 GHz Wireless security:WPA2
17. 2.4 GHz Wireless channel:Automatic (Smart Wireless)
18. 5 GHz Wireless network/SSID:cb5
19. 5 GHz Wireless connections:Enabled (802.11 a/n/ac (up to 1300 Mb/s))
20. 5 GHz Wireless security:WPA2
21. 5 GHz Wireless channel:Automatic (Smart Wireless)
22. Firewall:Default
23. MAC Address:18:1e:78:2e:7d:38
24. VPI/VCI:0 / 38
25. Modulation:G.992.1 Annex A
26. Latency type:Interleaved
27. Software variant:AA
28. Boot loader:1.0.0
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Distinguished Sage
Distinguished Sage
251 Views
Message 4 of 6

Re: Can you please reset my SNR - all stats provided

What happened?  Your router has drppe connection and connection time only 1hr+



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Pingu_3d
Beginner
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Message 5 of 6

Re: Can you please reset my SNR - all stats provided

Nothing that I know about. Current stats show that it's been up 12 hours and 6 minutes. Does that mean that my line is not stable and that the mods will not reset my SNR?

What can I do to get back to the service I enjoyed a couple of months ago?

 

Thanks in advance for any help or advice you can give me.

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Distinguished Sage
Distinguished Sage
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Message 6 of 6

Re: Can you please reset my SNR - all stats provided

sorry but you need to see if it will remain connected and then post stats showing the 3+ days connection time.  it could have been some line noise or interference that caused the drop in connection.  you need a stable connection before mods will manually reset your noise margin



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