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Beginner
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Message 1 of 7

Finally lost patience

I live opposite a bt exchange...but because my flats are set back from the road fibre wasn't installed when the road was upgraded. 

The broadband performance has been 5 years,  slow speeds,  constantly dropping connection. There's no internal wiring,  I've upgraded the home hub 5 to a 6, then back to (a new) HH5 and and a netgear wireless router. The internet performance is all over the place,  and constantly dropping out. I can't watch 30 mins on Netflix without a hitch.  

I've had the engineer out, he replaced the connection to the flat (outside) and the master socket inside...no change to performance that lasted longer than a week. Am I missing something? 

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Distinguished Sage
Distinguished Sage
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Message 2 of 7

Re: Finally lost patience

@rob_a 

Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.

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Message 3 of 7

Re: Finally lost patience

Can you post hub stats. If hh5 then troubleshooting then helpdesk. If hh6 then advanced settings then technical log information 

enter phone number and post results remember delete number.   https://www.dslchecker.bt.com/adsl/adslchecker.welcome



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Beginner
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Message 4 of 7

Re: Finally lost patience

Hi keith, I've not had a phone plugged in since 2013 ish

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Message 5 of 7

Re: Finally lost patience

1.Product Name:HomeHub52.Serial number:+076286+15200111613.Firmware version:v0.07.08.11237-BT (Type B) Last updated 10/10/20194.Board version:015.ADSL uptime:0 days, 01:48:256.Bandwidth:191 / 120797.Data sent/received:27.6 MB / 166.9 MB8.Broadband username:bthomehub@btbroadband.com9.BT Wi-fi:Yes10.2.4GHz wireless network/SSID:BTHub5-Q3QM11.2.4GHz wireless connections:Enabled (802.11 b/g/n (up to 144 Mb/s))12.2.4GHz wireless security:WPA2 Only (Recommended)13.2.4GHz wireless channel:Automatic (Smart Wireless)14.5GHz wireless network/SSID:BTHub5-Q3QM15.5GHz wireless connections:Enabled (802.11 a/n/ac (up to 1300 Mb/s))16.5GHz wireless security:WPA2 Only (Recommended)17.5GHz wireless channel:Automatic (Smart Wireless)18.Firewall:Default19.MAC Address:5c:dc:96:50:cb:3320.VPI/VCI:0/3821.Modulation:G.992.5(ADSL2+)22.Latency type:Fast23.Software variant:-24.Boot loader:0.5.0-BT (Tue Jun 17 18:52:56 2014)
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Message 6 of 7

Re: Finally lost patience

20200212_225012.jpg

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Distinguished Sage
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Message 7 of 7

Re: Finally lost patience


@rob_a wrote:

Hi keith, I've not had a phone plugged in since 2013 ish


Please read this. Its especially important on ADSL connections.

Why do you need phone connected to your line?

If the phone line is noisy or has a high resistance connection, then that will affect your broadband.

The lack of any current flowing through the wires due to the lack of a phone providing an occasional loop, causes oxidisation at any joints which causes the line resistance to increase. This does not show up on a normal line test.

With Private Circuits it is common practice to allow a small "DC Wetting" current to flow through the line to prevent this problem.

https://en.wikipedia.org/wiki/Wetting_current

There are quite a few people that do not plug a house phone in to check dial tone every so often. This can cause issues with broadband. Also, if one wire has become disconnected (quite common), then that will cause no broadband,  constant disconnections, or a very low speed.

The solution is to get hold of a cheap (less than £10) wired phone, and plug it into the phone socket to see if you get dial tone.

Then dial 17070 (free call)  and select option 2, quiet line test, and see if there is any noise on the line.

If you do not get dial tone, or there is noise on the line, then you need to report it as either no dial tone, or a noisy line. Do not mention the broadband problem, otherwise it will end up in the wrong fault queue, and take much longer to be fixed. There are plenty of people who can fix phone faults, but not as many broadband people.

Once the phone fault is fixed, then the broadband will get better.

You may find that the very act of plugging a phone in, and getting dial tone, fixes your broadband, as it breaks down any corrosion.