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beneix
Aspiring Contributor
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Message 1 of 5

Severe issues - HH5 or line faulty?

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We moved in to a new property in July and signed up with BT Broadband (ADSL). I brought across my Asus ADSL modem/router and used that for a few months. It synced at about 13 Mb down and 1.1 Mb up, 20ms ping. The only problem was that it would drop the ADSL WAN connection once in a while (sometimes after 3-5 days, sometimes twice in a day).

 

I thought I would hook up the HH5 that we had been provided to see if this resolved the issue. I did so and the HH5 synced at a slightly lower 11 Mb down, 1 Mb up, similar ping. HOWEVER:

 

This Tuesday (13/9), two things happened. It rained a lot and there was lightning in the area, AND (as I have just noticed today in the HH5 "Helpdesk" page) the firmware was updated to v0.07.05.0A13-BT (Type B).

 

That day, the WAN connection was dropped and when it resynced it was at 3859kbs down, 168kbs up. Since then we've had even worse speeds. Today BT level 2 support phoned me and told me they have reset the profile on the line and that I should monitor and see - but I think there must be something wrong with either the HH5 or our line, given that we've had "normal" (11-13 Mbps) speeds for a long time and now suddenly it is ridiculously slow.

 

I just ran a TAP3 test and the results were (I am not kidding):

IP profile 5.77 Mbps

Download speed 0.18 MBps

Upload speed 0.08 Mbps

 

This is an excerpt from the HH5 events log WAN events:

21:22:31, 11 Sep.    DSL Link Up: Down Rate=10671Kbps, Up Rate=1080Kbps; SNR Margin Down=12.1dB, Up=5.0dB

17:28:45, 12 Sep.    DSL Link Up: Down Rate=11004Kbps, Up Rate=1112Kbps; SNR Margin Down=12.1dB, Up=5.0dB
17:52:45, 13 Sep.    DSL Link Down: duration was 87840 seconds

17:52:59, 13 Sep.    WAN connection ATM disconnected

17:53:11, 13 Sep.    DSL Link Up: Down Rate=3859Kbps, Up Rate=168Kbps; SNR Margin Down=12.1dB, Up=5.0dB
21:54:57, 13 Sep.    DSL Link Up: Down Rate=4207Kbps, Up Rate=168Kbps; SNR Margin Down=12.1dB, Up=3.9dB

06:40:46, 14 Sep.    DSL Link Up: Down Rate=4463Kbps, Up Rate=168Kbps; SNR Margin Down=12.1dB, Up=4.0dB

 

What is the most likely cause - HH5 faulty? Line problem? Should I accept the Performance Monitoring Team's stance to "monitor the performance over the next 28 days and see if you have any issues"...?

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beneix
Aspiring Contributor
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Message 2 of 5

Re: Severe issues - HH5 or line faulty?

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Well...I may have just (partially) answered my own question.

 

I unplugged the HH5 and plugged in my Asus router. Now my BT Wholesale test results (basic test, not TAP3):

IP profile 13.05 Mbps down

Download speed 12.83 Mbps

IP profile 0.83 Mbps up

Upload speed 0.84 Mbps

 

So I think I have a faulty HH5 - would you experts agree?

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Distinguished Sage
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Message 3 of 5

Re: Severe issues - HH5 or line faulty?

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yes a faulty hub
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beneix
Aspiring Contributor
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Message 4 of 5

Re: Severe issues - HH5 or line faulty?

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Thanks John. What is the easiest way of getting a replacement (phone, live chat, through a moderator here...)?

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Distinguished Sage
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Message 5 of 5

Re: Severe issues - HH5 or line faulty?

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Phone the help line on 08001114567
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