Infinity 2 Speed Reduced > 25%

[rozel]

Hi

Hope you can help me please.

I have enjoyed Infinity 2 now for well over 2 years (have 6 months to run apparently on my current contract) and have consistently had download speeds between 78 to 80Mbps.  Just before Christmas however (and overnight) the speed dropped to 62 to 63Mbps.  I've taken a week off work to do some jobs around the house, one of which was to get to the bottom of this.  I've checked all my internal wiring and cannot find anything wrong.  In an attempt to improve matters, I swapped out my HH5 for a Smart Hub (HH6) which BT provided last year but which I had not installed.  This resulted in a further reduction to 57 to 58Mbps.  This is measured using my download program which I use also to measure my speeds.  Measurements using Speedtest.net are currently 52 to 53Mbps.

So after spending over 3 hours on the phone this week to try and get to the bottom of this, I have got absolutely nowhere.  Managers are standing by the fact that I am over the so called minimum speed for my line, which they say is 53Mbps even though: -  a.  The up to speed is 76Mbps  and b.  I am over the minimum speed.  They steadfastly refuse to investigate, at their expense which has made me angry at best.  I have had a belly full of T & C's these days.  I signed up for an "Up to" speed which up to before Christmas, I was enjoying.  My line is more than capable of 76Mbps - they have confirmed this.

I want to complain at a very high level but would like to know if I'm wasting my time, given I'm over my contract's stated minimum, which I've never seen btw.

Any help would be most appreciated.

[Keith_Beddoe]

Probably just an increase in crosstalk, as more people are connected to the cabinet, there is not much you can do about it.

In order to find out what services and speed range you should be getting, please enter your phone number into this form.
Broadband availability checker


Please remember to edit out your phone number before you post the results.

If you have a BT Home Hub 6 (Smart Hub)

Please use this link to display the Smart hub (HH6) connection information

You will need to be connected to your home hub to do this.

[pippincp]

Enter your phone number HERE and post back a screenshot, remove your phone no before posting.

Post your hub connection stats. How to HERE.

[rozel]

Hi guys - thanks for your support.

Please see below the results as requested - hope they are posted correctly.  The Quiet Line Test, was quiet: -

FAQ 1. Best Effort Test: -provides background information.   Download Speed   54.37 Mbps 0 Mbps 56.15 Mbps Max Achievable Speed  Download speedachieved during the test was - 54.37 Mbps  For your connection, the acceptable range of speedsis 40 Mbps-56.15 Mbps .  Additional Information:  IP Profile for your line is - 56.15 Mbps 2. Upstream Test: -provides background information.   Upload Speed   16.96 Mbps 0 Mbps 20 Mbps Max Achievable Speed Upload speed achieved during the test was - 16.96Mbps  Additional Information:  Upstream Rate IP profile on your line is - 20 Mbps We were unable to identify any performance problem with your service at this time. It is possible that any problem you are currently, or had previously experienced may have been caused by traffic congestion on the Internet or by the server you were accessing responding slowly. If you continue to encounter a problem with a specific server, please contact the administrator of that server in the first instance. Please visit the FAQ if you are unable to understand the test results.

Product name:

BT Hub 6A

Serial number:

+084319+NQ63881880

Firmware version:

SG4B1000B522

Firmware updated:

01-Feb-2018

Board version:

1.0

Gui version:

1.64.0

DSL uptime:

0 Days, 5 Hours 19 Minutes 14 Seconds

Data rate:

20.00 Mbps / 58.01 Mbps

Maximum data rate:

24627 / 59176

Noise margin:

9.2 dB / 6.2 dB

Line attenuation:

16.3 dB

Signal attenuation:

VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

132 MB Uploaded / 848 MB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Active

2.4 GHz wireless network name:

BTHub6-6F2C

2.4 GHz wireless channel:

Smart (Channel 1)

5 GHz wireless network name:

BTHub6-6F2C-5

5 GHz wireless channel:

Smart (Channel 36)

Wireless security:

WPA2 (Recommended)

Wireless mode:

Mode 1

Firewall:

On

MAC address:

88:A6:C6:3C:94:41

Software variant:

-

Boot loader:

7.33.1

Hope this lot turns something up.

Many thanks once more

[pippincp]

Still awaiting the DSL checker reults as pr links in both above posts.

[rozel]

Is this what you are referring to? : -

BT BROADBAND AVAILABILITY CHECKER

Telephone Number  on Exchange  is served by Cabinet 3

Featured Products	Downstream Line Rate(Mbps)	Upstream Line Rate(Mbps)	Downstream Handback Threshold(Mbps)	WBC FTTC Availability Date	WBC SOGEA Availability Date	Left in Jumper
	High	Low	High	Low
VDSL Range A (Clean)	80	64.6	20	19	55	Available	--	--
VDSL Range B (Impacted)	77.8	50.7	20	15.5	39.8	Available	--	--
Featured Products	Downstream Line Rate(Mbps)	Upstream Line Rate(Mbps)	Downstream Range(Mbps)	WBC FTTP Availability Date
FTTP on Demand	330	30	--	Available	--	--
ADSL Products	Downstream Line Rate(Mbps)	Upstream Line Rate(Mbps)	Downstream Range(Mbps)	Availability Date		Left in Jumper
WBC ADSL 2+	Up to 12	--	7 to 17	Available	--	--
WBC ADSL 2+ Annex M	Up to 12	Up to 1	7 to 17	Available	--	--
ADSL Max	Up to 6.5	--	5.5 to 8	Available	--	--
WBC Fixed Rate	2	--	--	Available	--	--
Fixed Rate	2	--	--	Available	--	--
Other Offerings				Availability Date
VDSL Multicast	--	--	--	Available	--	--
ADSL Multicast	--	--	--	Available	--	--
Premise environment	Status
Bridge Tap	N
VRI	N
NTEFaceplate	N
Last Test Date	18-05-2017

[imjolly]

from the checker the minimum handback speed is 55mb and you currently have a connection speed of 58mb so technically BT are correct but your speed is well below the checker estimated range

are you using the test socket with a filter even though you may currently be using a filtered master socket  the test socket is where the engineer will connect to check your speed  if you connect to test socket and have extension sockets elsewhere then check there is no dial tone all the extensions

try quiet line test  dial 17070 option 2  should be quiet and best with corded phone

got to check basics first

[rozel]

I am sure your response is helpful but I don't really understand any of it - sorry.   I said at the beginning of my 2nd post that thee Quiet line test was "quiet".   Can you please explain the terminology please (jargon) in your post and then try and explain where I stand.   After all I  have had a reduction of 25% thrust upon me overnight.    Managers refuse to investigate why and really I find this utterly preposterous.

[imjolly]

the dslchecker results you posted after you allow for the bad formatting when posted shows the hand back (minimum) speed as 55mb but from your router stats you are cuuently on 58mb so above minimum hence why BT comments and not helping

connecting to the test socket which is normally behind the detachable bottom half of the master eliminates your internal wiring and the faceplate from causing any problems  the test socket should be your best conenction

to check extension wiring you have to check that there is no dial tone at any extension socket while connected to test socket  if any extension has a dial tone then there is a problem with your wiring

[rozel]

Thank you. So is the reason why I am above the minimum speed, you mentioned, the reason why BT don't care? I will test as you say but I am pretty sure that I have no wiring issues. The reduction occurred overnight before Christmas and I really want to know why. What rights do I have in this respect?