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gstevens83
Aspiring Contributor
1,373 Views
Message 1 of 34

Frequent Broadband Disconnections / Slow Speeds

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I transferred from Sky Fibre to BT Infinity 1 at the start of October and for around the first week everything was good. Since then speeds have reduced from around 40Mbps to 10-20Mbps and I have constant disconnections.

 

First phone call to customer service and they claimed it was my router and provided me with a replacement (Smart Hub for another Smart Hub). 

 

No change in service so i made my second phone call to customer service and carried out a speedtest via the BTWholesale site. I received download speeds of around 14Mbps which the operator claimed was too slow for my line but said leave it a week and if nothing improves then phone back. My line was fairly stable for a week but still slow so I'm assuming he must've been able to do something at his end to improve stability.

 

After a week stability greatly reduced therefore I made my third phone call in which the operator said my IP Profile was not correct and reset it. He said that I should wait 24-48 hrs and it will definitely be fixed. Not surprised to find that I still have disconnections (albeit not as bad. Yet) and my speed has not improved.

 

Could someone assist or provide some advice?

 

I've included the typically asked for information from my router

 

Product name:

BT Hub 6A

Serial number:

+084319+NQ63293865

Firmware version:

SG4B10002236

Firmware updated:

21-Oct-2016

Board version:

1.0

Gui version:

1.32.0

DSL uptime:

0 Days, 0 Hours 29 Minutes 13 Seconds

Data rate:

800 bps / 18.00 kbps

Maximum data rate:

800 / 27809

Noise margin:

18.9 / 18

Line attenuation:

19.9

Signal attenuation:
 

 

   
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33 REPLIES 33
john46
Distinguished Sage
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Message 2 of 34

Re: Frequent Broadband Disconnections / Slow Speeds

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Can you run this checker and post back a screen shot of the results. Make sure you delete your phone number before posting.

http://www.dslchecker.bt.com/adsl/adslchecker.welcome

Can you use this speed tester then carry out the further diagnostics and post back a screen shot of all the results including your IP profile for up and down. This test must be done with a wired connection.
http://speedtest.btwholesale.com/
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pippincp
Distinguished Sage
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Message 3 of 34

Re: Frequent Broadband Disconnections / Slow Speeds

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Try a quiet line test with a corded phone 17070 option 2.

Any noise report a line fault on 151
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DavidM
Moderator
Moderator
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Message 4 of 34

Re: Frequent Broadband Disconnections / Slow Speeds

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Hi @gstevens83 and welcome.

 

Your connection time is only 0 Days, 0 Hours 29 Minutes 13 Seconds. Have you been resetting the hub?

 

Cheers

 

David

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gstevens83
Aspiring Contributor
1,302 Views
Message 5 of 34

Re: Frequent Broadband Disconnections / Slow Speeds

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John,

 

As requested:

dsl.png

speedtest 7-11.png

 

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gstevens83
Aspiring Contributor
1,301 Views
Message 6 of 34

Re: Frequent Broadband Disconnections / Slow Speeds

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No issues with quiet test,

 

Thanks

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gstevens83
Aspiring Contributor
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Message 7 of 34

Re: Frequent Broadband Disconnections / Slow Speeds

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Hi,

 

The Hub went through one of its disconnection / troubleshooting / restarting cycles as it occasionally does.

 

Thanks

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Webby
Distinguished Sage
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Message 8 of 34

Re: Frequent Broadband Disconnections / Slow Speeds

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Are you connected to the master socket or an extension?
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the the reply answers your question then please mark as ’Mark as Accepted Solution’
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gstevens83
Aspiring Contributor
1,285 Views
Message 9 of 34

Re: Frequent Broadband Disconnections / Slow Speeds

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Webby,

 

I am connected to the master socket, and more precisely to the test socket with microfilter for the last few days to see if that will improve things.

 

Thanks

Webby
Distinguished Sage
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Message 10 of 34

Re: Frequent Broadband Disconnections / Slow Speeds

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You need an engineer visit.
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the the reply answers your question then please mark as ’Mark as Accepted Solution’