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Aspiring Contributor
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Message 1 of 9

BT Infinity 2 Disconnection Problems

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Good Evening,

 

About six weeks ago I upgraded from regular ADSL 2 to Infinity 2.

 

Whilst on ADSL2, I got a fairly consistent 2.5Mbps connection speed (in spite of the advertised 4-6Mbps). This was stable and reliable, albeit not fast.

 

Since upgrading to Infinity 2, I now typically get 12Mbps down and 3Mbps up stream. When I registered for Infinity 2, I was advised that I should get  around 76Mbps.

 

However, that's not my primary problem. I could live with 12Mbps if the line were stable. The DSL line gets disconnected anywhere up to five times a day. Typically the disconnection lasts between 5 and 30 mins. In the last week, I've also started to experience WiFi disconnections as well.

 

I have spent a considerable time on the telephone to individuals on the broadband support line and have been told on a few occasions that there may be a fault at the exchange and somebody would be sent to investigate it. However, the problem still exists. I've endeavoured to leave the HH5 connected and turned on without rebooting it although I had to reboot it a couple of nights ago as it completely stopped responding.

 

At this point, I'd rather go back to a stable 2.5Mbps connection than an unstable 12Mbps connection.

 

I looked at the sticky post regarding the DSL and Broadband connection problems on the HH5a but it appears that I already have the updated firmware.

 

Can anybody please advise me how best to get this issue resolved?

 

Thanks in advance,

 

Simon K T Burrows

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Distinguished Sage
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Message 2 of 9

Re: BT Infinity 2 Disconnection Problems

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Can you go to troubleshooting then helpdesk and post stats

 

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

 

Was this self install?  If so are you using the test socket?



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Message 3 of 9

Re: BT Infinity 2 Disconnection Problems

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Helpdesk

 

1. Product name:BT Home Hub
2. Serial number:+068543+NQ50803027
3. Firmware version:Software version 4.7.5.1.83.8.204 (Type A) Last updated 02/04/15
4. Board version:BT Hub 5A
5. DSL uptime:0 days, 07:47:22
6. Data rate:3198 / 16496
7. Maximum data rate:10138 / 27658
8. Noise margin:13.6 / 8.3
9. Line attenuation:14.0 / 11.7
10. Signal attenuation:21.7 / 11.4
11. Data sent/received:372.9 MB / 6.1 GB
12. Broadband username:bthomehub@btbroadband.com
13. BT Wi-fi:Yes
14. 2.4 GHz Wireless network/SSID: 
15. 2.4 GHz Wireless connections:Enabled (802.11 b/g/n (up to 144 Mb/s))
16. 2.4 GHz Wireless security:WPA2
17. 2.4 GHz Wireless channel:Automatic (Smart Wireless)
18. 5 GHz Wireless network/SSID: 
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:44:e9:dd:f9:b6:7a
24. Modulation:G.993.2 Annex B
25. Software variant:AA
26. Boot loader:1.0.0




 
BT BROADBAND AVAILABILITY CHECKER
Telephone Number on Exchange WISBECH ST MARY is served by Cabinet 2

 

Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

Availability Date

  HighLowHighLow    
FTTC Range A (Clean)8076.92020--Available
FTTC Range B (Impacted)8061.92012.2--Available
 
ADSL MaxUp to 7--6 to 8Available
Fixed Rate2----Available
Other Offerings
Fibre Multicast------Available

 

 

 

 

For all ADSL and WBC Fibre to the Cabinet (FTTC) services, the stable line rate will be determined during the first 10 days of service usage.

 

For FTTC Ranges A and B, the term "Clean" relates to a line which is free from any wiring issues (e.g. Bridge Taps) and/or Copper line conditions, and the term "Impacted" relates to a line which may have wiring issues (e.g. Bridge Taps) and/or Copper line conditions.

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Distinguished Sage
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Message 4 of 9

Re: BT Infinity 2 Disconnection Problems

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Your connection speed is really bad compared to your estimated speed

 

Was it self install.  Are you connected to test socket?



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Message 5 of 9

Re: BT Infinity 2 Disconnection Problems

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I installed the replacement Home Hub. It's not plugged into the test socket. We have a faceplate on the linebox with a built in filter.

 

Cheers,

 

Simon Burrows

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Message 6 of 9

Re: BT Infinity 2 Disconnection Problems

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It is unusual for a SSFP to be faulty but it does happen so trying the test socket with a filter and posting new hub stats would help. If still as bad a connection then you need an engineer visit to fix your connection



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Message 7 of 9

Re: BT Infinity 2 Disconnection Problems

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Hi,

 

I've taken off the filter faceplate and plugged one of the filters provided with the HH5 into the test socket.

 

That removes our internal wiring as well as the faceplate filter from the system and rebooted the HomeHub.

 

Revised stats as follows:

 

1. Product name:BT Home Hub
2. Serial number:+068543+NQ50803027
3. Firmware version:Software version 4.7.5.1.83.8.204 (Type A) Last updated 02/04/15
4. Board version:BT Hub 5A
5. DSL uptime:0 days, 00:02:12
6. Data rate:3200 / 16495
7. Maximum data rate:20110 / 34224
8. Noise margin:26.8 / 9.3
9. Line attenuation:14.4 / 12.3
10. Signal attenuation:20.1 / 11.8
11. Data sent/received:0.1 MB / 0.1 MB
12. Broadband username:bthomehub@btbroadband.com
13. BT Wi-fi:Yes
14. 2.4 GHz Wireless network/SSID: 
15. 2.4 GHz Wireless connections:Enabled (802.11 b/g/n (up to 144 Mb/s))
16. 2.4 GHz Wireless security:WPA2
17. 2.4 GHz Wireless channel:Automatic (Smart Wireless)
18. 5 GHz Wireless network/SSID: 
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:44:e9:dd:f9:b6:7a
24. Modulation:G.993.2 Annex B
25. Software variant:AA
26. Boot loader:1.0.0
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Message 8 of 9

Re: BT Infinity 2 Disconnection Problems

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The stats are still very poor compared to your estimate. You need an engineer visit so phone customer services. 



08001114567




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Message 9 of 9

Re: BT Infinity 2 Disconnection Problems

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OK. Thanks for the help.

 

Cheers,

 

Simon Burrows

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