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pompey1898
Recognised Expert
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Message 1 of 32

Infinity 1 queries

With fibre evevtually available after quite a waiting list, I had Infinity 1 activated yesterday and have a few questions please.

 

Is it normal to keep getting the message "no internet access" from time to time? 

 

I tried checking my usage so I had a record of the total on my outgoing package. However, the usage monitor prevented this because I am now on an unlimited package. So is there some other way of checking my usage, both for the old package and the new one, please?

 

My speed yesterday, since activation and after restarting the hub a couple of times as instructed due to the  "no internet access", my download speed was within the acceptable limits at 30mbps. This morning it was down to 8.9mbps.  Again is this normal?

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31 REPLIES 31
john46
Distinguished Sage
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Message 2 of 32

Re: Infinity 1 queries

restarting your hub is the worse thing you can do as it can cause the DLM to see the line as unstable and reduce your speed in an attempt to stabilise the connection
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john46
Distinguished Sage
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Message 3 of 32

Re: Infinity 1 queries

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/
if you have a Homehub 5 can you also post the stats from 1-12 by logging onto the homehub management pages then troubleshooting > helpdesk. http://bthomehub.home/
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pompey1898
Recognised Expert
447 Views
Message 4 of 32

Re: Infinity 1 queries


@john46 wrote:
restarting your hub is the worse thing you can do as it can cause the DLM to see the line as unstable and reduce your speed in an attempt to stabilise the connection

That is what the instructions were to restore my connection.  What esle was I to do, just sit there forever with no internet? 

The Hub was showing a blue light so I pressume the lost connection was somewhere else in the "system".

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pompey1898
Recognised Expert
443 Views
Message 5 of 32

Re: Infinity 1 queries


@john46 wrote:
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/
if you have a Homehub 5 can you also post the stats from 1-12 by logging onto the homehub management pages then troubleshooting > helpdesk. http://bthomehub.home/

Hi John,

 

Thanks for replying.

 

This is the same as I have been getting for many months, albeit with a waiting list for the last 3 months.

 

Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

WBC FTTC Availability Date

WBC SOGEA Availability Date

Left in Jumper

  HighLowHighLow        

VDSL Range A (Clean)37.127.47.55.7--Available----
VDSL Range B (Impacted)3015.46.52.3--Available----

 

The speed is up a bit on this morning but still below the minimum


1. Best Effort Test: -provides background information.

 Download Speed
 17.7 Mbps
  
0 Mbps29.54 Mbps
Max Achievable Speed

 

 Download speedachieved during the test was - 17.7 Mbps
 For your connection, the acceptable range of speedsis 20.68 Mbps-29.54 Mbps .
 Additional Information:
 IP Profile for your line is - 29.54 Mbps


2. Upstream Test: -provides background information.

 Upload Speed
 6.6 Mbps
  
0 Mbps10 Mbps
Max Achievable Speed

 

Upload speed achieved during the test was - 6.6Mbps
 Additional Information:
 Upstream Rate IP profile on your line is - 10 Mbps


I don't have a Hub5, I have a Hub6

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smf22
Recognised Expert
439 Views
Message 6 of 32

Re: Infinity 1 queries

The stats for the Home Hub 6 can be found on the Information page from http://192.168.1.254 then Advanced Settings -> Technical Log.

 

Regards

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pompey1898
Recognised Expert
426 Views
Message 7 of 32

Re: Infinity 1 queries


@smf22 wrote:

The stats for the Home Hub 6 can be found on the Information page from http://192.168.1.254 then Advanced Settings -> Technical Log.

 

Regards


Hi smf & John,

 

Is this what you were looking for?

 

BT Logo

BT Smart Hub Manager

Back

This is a list of your BT Smart Hub settings and current statistics.

Product name:

BT Hub 6A

Serial number:

XXXXXXXXXXXXXXXX

Firmware version:

SG4B100021F4

Firmware updated:

22/06/16

Board version:

1.0

Gui version:

1.28.3

DSL uptime:

0 Days, 7 Hours 26 Minutes 47 Seconds

Data rate:

7.49 kbps / 30.52 kbps

Maximum data rate:

7493 / 30519

Noise margin:

6.2 / 6.6

Line attenuation:

25.2

Signal attenuation:

0 / 252

-

VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

31 MB Uploaded / 84 MB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Not active

2.4 GHz wireless network name:

BTHub6-XXXX

2.4 GHz wireless channel:

Smart (Channel 1)

5 GHz wireless network name:

BTHub6-XXXX

5 GHz wireless channel:

Smart (Channel 36)

Wireless security:

WPA2 (Recommended)

Band steering:

Off

Wireless mode:

Mode 1

Firewall:

On

MAC address:

XXXXXXXXXXXXXXX

Software variant:

-

Boot loader:
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john46
Distinguished Sage
418 Views
Message 8 of 32

Re: Infinity 1 queries

Are you using a wired or wireless connection as speedtest should be done with a wired connection also wireless connections can suffer disconnections
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pompey1898
Recognised Expert
407 Views
Message 9 of 32

Re: Infinity 1 queries


@john46 wrote:
Are you using a wired or wireless connection as speedtest should be done with a wired connection also wireless connections can suffer disconnections

Wired

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john46
Distinguished Sage
397 Views
Message 10 of 32

Re: Infinity 1 queries

if the problem reoccurs then rather then restarting the hub restart the device connected device instead
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