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adamz946
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Message 1 of 29

Line connection won't go above 3.969Mbps when it should be higher

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Hi there,

 

I spent a few weeks with BT before christmas with a fault open on broadband connections issues with the line, wholesale found a fixed a fault and was told I should expect a speed increase with the now stable line.

 

I can achieve good uptime on the connection with no drop outs, only restarts on the hub from myself which I have done after 10 days connection time, but the line rate has only gone up by 0.1mbps so I doubt the line profile will increase from this.

 

It's an OK speed at the moment for an area that only has ADSL Max, but it's less than what it should be so I'm wondering if anyone can help, I've diagnosed everything I can think of within the house, and with previously contacting BT before christmas, do I really need to go back to step 1 on the phone support with all the "have you changed the filters and stuff" which I've already exhausted from being the problem.

 

We have a second phone line in the house that is purely used as an additional broadband connection as we are all medium-heavy web users and that has a rock solid 6Mbps connection with a 5.5 line profile, perfect! So I'm not sure why the other one is still having issues despite the fault being "fixed".

 

Thanks in advance

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Distinguished Sage
Distinguished Sage
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Message 2 of 29

Re: Line connection won't go above 3.969Mbps when it should be higher

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can you post the adsl stats from your router please

 

when you previously posted in sept with this problem a mod offered help - did you take up the offer and if so what was outcome?



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adamz946
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Message 3 of 29

Re: Line connection won't go above 3.969Mbps when it should be higher

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How do I find this on the Home Hub 5? It's not in the same place as the HH3. The helpdesk section doesn't show SNR etc

 

Yeah in september of 2013 the problem was resolved, I can't remember the issue exactly but that resolved the speed issues. The later post from november last year never had any responses but the live chat and phone chat helped get the fault on the line fixed by wholesale and saw the improved stability but have not had the promised speed bump since then. I am yet to recontact live chat about the speed as don't want to resort to step 1 of checking filters again, if possible.

 

Thanks

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Message 4 of 29

Re: Line connection won't go above 3.969Mbps when it should be higher

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go to hub manager then troubleshooting then helpdesk and post 1-12

 

can you run btspeedtester and when first test completes then run diagnostic test and post results 

 

btspeedtester



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adamz946
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Message 5 of 29

Re: Line connection won't go above 3.969Mbps when it should be higher

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1. Product name:             BT Home Hub

2. Serial number:              +068543+NQ42811443

3. Firmware version:       Software version 4.7.5.1.83.8.173.1.6 (Type A) Last updated 18/09/14

4. Board version:              BT Hub 5A

5. ADSL uptime:                0 days, 03:03:39

6. Bandwidth:    448 / 4064

7. Data sent/received:   13.7 MB / 181.5 MB

8. Broadband username:              bthomehub@btbroadband.com

9. BT Wi-fi:          No

10. 2.4 GHz Wireless network/SSID:         ASUS

11. 2.4 GHz Wireless connections:            Enabled (802.11 b/g/n (up to 150 Mb/s)) 20 MHz, WPS enabled

12. 2.4 GHz Wireless security:     WPA2

 

Here is the results from the speedtest, the uptime is low because I restarted it earlier today

 speed.PNG

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Message 6 of 29

Re: Line connection won't go above 3.969Mbps when it should be higher

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can you go back to troubleshooting then logs or WAN and when router connected to internet about 3hrs ago you should see 2 lines of stats showing connection speed and noise margin - can you post   the adsl stats show connection speed but not noise margin



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Message 7 of 29

Re: Line connection won't go above 3.969Mbps when it should be higher

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Lines should look like this

19:11:29, 07 Nov. (2290101.460000) DSL noise margin: 7.00 dB upstream, 6.10 dB downstream
19:11:29, 07 Nov. (2290101.390000) DSL line rate: 448 Kbps upstream, 288 Kbps downstream
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adamz946
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Message 8 of 29

Re: Line connection won't go above 3.969Mbps when it should be higher

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Hi,

 

I don't see that in the WAN event log, this is what I have:

 

11:27:25, 03 Jan.               ( 132.570000) WAN operating mode is ADSL

11:27:25, 03 Jan.               ( 132.560000) PPPoA is up -​ VPI: 0, VCI:38

11:27:24, 03 Jan.               ( 131.650000) PPP IPCP Receive Configuration ACK

11:27:24, 03 Jan.               ( 131.610000) PPP IPCP Send Configuration Request

11:27:24, 03 Jan.               ( 131.600000) PPP IPCP Receive Configuration NAK

11:27:24, 03 Jan.               ( 131.580000) PPP IPCP Send Configuration ACK

11:27:24, 03 Jan.               ( 131.580000) PPP IPCP Receive Configuration Request

11:27:24, 03 Jan.               ( 131.580000) PPP IPCP Send Configuration Request

11:27:24, 03 Jan.               ( 131.580000) CHAP authentication successful

11:27:24, 03 Jan.               ( 131.520000) CHAP Receive Challenge

11:27:24, 03 Jan.               ( 131.500000) Starting CHAP authentication with peer

11:27:24, 03 Jan.               ( 131.500000) PPP LCP Receive Configuration ACK

11:27:24, 03 Jan.               ( 131.480000) PPP LCP Send Configuration Request

11:27:23, 03 Jan.               ( 130.470000) PPP LCP Send Configuration ACK

11:27:23, 03 Jan.               ( 130.470000) PPP LCP Receive Configuration Request

11:27:21, 03 Jan.               ( 128.480000) PPP LCP Send Configuration ACK

11:27:21, 03 Jan.               ( 128.480000) PPP LCP Receive Configuration Request

11:27:21, 03 Jan.               ( 128.460000) PPP LCP Send Configuration Request

11:27:18, 03 Jan.               ( 125.450000) PPP LCP Send Configuration Request

11:27:16, 03 Jan.               ( 123.390000) ETHoA is up -​ VPI: 0, VCI:35

11:27:16, 03 Jan.               ( 123.390000) ATM over DSL is up

11:26:39, 03 Jan.               ( 86.170000) ATM over DSL is down after 0 minutes uptime

11:26:31, 03 Jan.               ( 78.780000) ATM over DSL is up

11:25:51, 03 Jan.               ( 38.520000) WAN Auto-​sensing running.

11:24:45, 03 Jan.               (298867.090000) PPP LCP Send Termination Request [User request]

 

 

I do have some home hub 3s and a non bt router I can put on the line which will show this info, but obviously don't have much uptime so don't want to unplug unless needed. One thing I did notice, is that it takes a couple minutes to create the dsl connection after reboot, the other line finds it as soon as it reboots and begins connection process but this hub seems to take longer to do so.

 

Thanks

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adamz946
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Message 9 of 29

Re: Line connection won't go above 3.969Mbps when it should be higher

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Just an update, saw that the home hub had restarted itself last night with the connection speed lower than before, although line profile has remained the same. There is still no SNR info in the helpdesk section or event log. speed2.PNGCould there still be a fault on the line?

 

speed.PNG

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Message 10 of 29

Re: Line connection won't go above 3.969Mbps when it should be higher

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unfortunately the 2 lines of stats appear to have been removed from the HH5 logs.

 

can you enter your phone number and post results  remember to delete number  https://www.btwholesale.com/includes/adsl/main.html



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