Can someone please advise over 'Downstream sync speed' on my router?

[redmike58]

Hello, I am unsure of how to obtain the full hub stats. I said I did not have a noisy line. It is clear just a very slight static noise. I would not class that as noisy.
I can open the hub but where are the full stats located? I have a BT Smart Hub.
Thanks

[licquorice]

The line should be perfectly silent, any noise at all is a sign of a fault.

On the smart hub2 it is Advanced settings >Technical log > Information not sure on the SH1, be somewhere similar.

[redmike58]

 Hello, thanks for the reply.  I am not sure I could report the line as not an emergency or classed as a vulnerable person.

Hope the details help.

Thanks

[licquorice]

As you can see, your maximum data rate is about 57M and your line has been capped due to the fault.

[redmike58]

OK thanks. I will need to report the fault.
Thanks for your help.

[licquorice]

Unfortunately, you are in a bit of a catch22 situation. The fault needs to be reported as a noisy line rather than a broadband fault but the phone engineer won't be able to carry out a DLM reset after fixing the fault, that requires a broadband engineer. Without a reset, it could be some weeks possibly months before DLM decides to remove the banding on the line. Unfortunately you can't report a broadband fault as your speed is above your handback threshold.

[imjolly]

If you don't get fault fixed and line continues to drop connection then DLM may take further action by reducing your connection speed to the next lower banded profile so getting fixed asap is best action

[redmike58 · Accepted solution]

Thanks. Trying to report it now!
Thanks for all your advice 🙂

[redmike58]

For information,

A BT Engineer attended today (16 June) and detected a small fault showing at the cabinet.

All was ok at my home address (he did disconnect an unused extension at the socket). He attended the cabinet and checked and confirmed repair after 30 minutes. Half an hour after that my router reset itself and I am now back to my original 55mbps download. (BT had sent me a text saying it could take three days to reset).

The whole job from his arrival to full completion and reset was 90 minutes. 
Highly impressed.

Thanks for all the advice given.

Thanks BT for the prompt and expert response.

[licquorice]

Good result 👍