Download Speed Dropped Over last few weeks 78, 68, 58Mbps now 56, Upload remains at 19Mbps

[matg]

Just did a speed test as requested

download 54.36
upload 16.71
ping 40.25

wired connection

😞

[matg]

Engineer booked for Thursday to see if there is a fault on the line as another disconnect this evening and a reconnect at 54Mbps and speed test now heading to just late 40Mbps so its gettig worse!

[hifistud]

Homehub 5 by any chance?

[matg]

Yes.

This normal for HH5?

[matg]

Engineer has been today and he was great, really thorough, checked everythig he could check and agreed that my line should should the range a speed of 78Mbps, as Im close to cabinet, theres no noise on the line, he even put a nsmart new faceplate on the master scoket.

He then left telling me I need to contact my contact point in customer services to get my profile reset so the line will resync back to 78Mbps.

I emailed my contact and he has told me the engineer has to do this onsite and he should of done it so has book another engineer to come out tomorrow

I'm not sure if that is correct I htought resetting an IP Profile could be done and had to be done remotely, confused!

[ray_dorset]

Can you post your line stats reported by the Homehub 5 please?
These are found in the web console in Troubleshooting/Helpdesk on the Homehub.
Lines 1-13 will be enough

[matg]

here you go

1. Product name:	BT Home Hub
2. Serial number:	+068343+NQ41129194
3. Firmware version:	Software version 4.7.5.1.83.8.173.1.6 (Type A) Last updated 22/05/14
4. Board version:	BT Hub 5A
5. VDSL uptime:	0 days, 03:41:31
6. Data rate:	19999 / 57320
7. Maximum data rate:	22020 / 56640
8. Noise margin:	7.1 / 6.3
9. Line attenuation:	0.0 / 17.6
10. Signal attenuation:	0.0 / 17.6
11. Data sent/received:	215.4 MB / 100.4 MB
12. Broadband username:	bthomehub@btbroadband.com
13. BT Wi-fi:	No

[matg]

Another day another engineer.

Engineer checks everything again. Line looks clean, I'm close to the cabinet, he goes and checks the cabinet and its not putting out 80mbps only 72mbps. Tries to make a call to whoever looks after the cabinet beause thats not OpenReach and suggested moving me to a new port but after a dropped mobile call and a second call to sort out move to a new port gets refused even though the first call was a yes move to a new port.

Engineer tells me there is vectoring on the cabinet, but was not too sure what it did but says it was causing issues on various lines he was trying to fix.

Told me to make a high level complaint as he had done all he could and BT need to sort the cabinet out.

Engineer leaves and the speed has actually got worse.

Very frustrating, usuall Openreach blame BT, BT blame Openreach scenario while the customer who is paying for a sub standard service once again suffers...

Not happy at all.

[pippincp]

Whereabouts are you? For vectoring on the cab you have to be in a trial area.

Did the engineer reset your profile? If so can you post the HH5 stats again.

[matg]

im connected to

Exchange name:Exchange code:

Papworth St Agnes

EMPAPSA

No profile reset was done as far as I know. I did ask, not sure why it was not done.