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MattG
Aspiring Contributor
1,120 Views
Message 1 of 10

Infinity speed dropped and noise on line.

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Greetings all,

 

For a long time now I've been very happy with my Infinity 2 connection.

 

However over the last couple of weeks it's speed has plumetted from my usual 5 meg/sec downloads to 1.5 meg second. There is also significant noise on the line and making/receiving phone calls occassionally drops the connection.

 

I have nothing else connected to the master socket, just a cordelsss phone. I get the same results with a simple wired telephone. We have no extension wiring in this house and the filter is built into the socket.

 

We had an engineer out who said that he couldnt see any problems but he switched some incorrect wiring at the box (not on the premises). This has had zero impact on the problem.

 

So rather than go through the motions of calling the tech support line and likely having the same thing happen again, is there anything you folks can suggest as a good way to proceed?

 

Many thanks in advance,

 

Matt

 

[edit] Results from: http://diagnostics.bt.com/wf/Start.do?workflow=Speed

  • Download speed 14.2Mb
  • Upload speed 5.81Mb

 

 

 

 

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9 REPLIES 9
MBR123
Expert
1,105 Views
Message 2 of 10

Re: Infinity speed dropped and noise on line.

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Thats about write mate, you will get about 1.5Mb/s on a downstream of 14.2Mb, you wont see 5Mb/s on those speeds. It looks like your synch has dropped and that is what has made your download rate drop. Have you done a speedtest.net from when it was 5Mb/s and now to compare?. 

 

Click on link:-

 

http://lmgtfy.com/?q=14200kbps+in+MB%2Fs

Please click on white star to the left and say thanks if I have helped you at all!. 🙂 Thank you. Some handy links Copy & Paste:-
http://bthomehub.home/
http://netalyzr.icsi.berkeley.edu/index.html
http://diagnostics.bt.com/login/?workflow=Speed
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MattG
Aspiring Contributor
1,096 Views
Message 3 of 10

Re: Infinity speed dropped and noise on line.

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Yeah I know the speeds are correct for my current sync but previously I was syncing way higher and achieving much faster download speeds.

 

This was a speedtest after I had it installed. It increased from this after settling in a bit.

 

180445_10150090333986877_7229699_n.jpg

 

Since then I have upgraded to infinity 2 and the speed went up a lot. I couldnt find my speedtest pic for that but I frenquently download at 5 Megabytes a second.

 

Now it is down to less than half what I started on.

 

2339492017.png

 

 

Along with the line noise while making calls and occasional dropouts it just stinks of a fault.

 

How do I go about getting this fixed?

 

Thanks,

 

Matt

 

 

 

 

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Distinguished Expert
1,087 Views
Message 4 of 10

Re: Infinity speed dropped and noise on line.

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you can test the line over the web

1. Visit this link https://www.bt.com/consumerFaultTracking/secure/faults/tracking.do;jsessionid=2W59QB2TvDGLZST41KJS2T...
2. Make an account with your BT Account number, this is different to your forum account.
3. Once the account is created re-visit the link from instruction #1 and login
4. Now you want to click on "Check my line now"
5. You should see your telephone number in a box, make sure that box is ticked if not enter your number.
6. Click on "Check my line" once step 5 has been completed
7. Make sure the details are correct, select the most relavant problem to you. I find the most common is the top selection "I've removed all equipment...."
8. Finally, Click "Check my line" **MAKE SURE NO ONE IS USING THE PHONE** Once completed, post the results contact a mod if a fault is found.
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MattG
Aspiring Contributor
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Message 5 of 10

Re: Infinity speed dropped and noise on line.

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Well of course the line check comes back with: We cannot detect a problem with this line.

 

This was all gone through before my original engineer visit. They cannot detect a fault, which is why I'm not calling them and asking here what is the best course of action?

 

  • I have a Homehub 2, connected to an Openreach modem.
  • It is going straight into the house master socket.
  • We have no telephone extension wiring.
  • I have tested multiple telephones both corded and cordless with the same result. Noise and random connection drops.

I can't work from home with calls dropping my connection all the time (I'm a web developer).

 

Who do I need to speak to? The regular channels seem a waste of time.

 

[edit] I should also note that the engineer said the line is very noisy and less than ideal. He went away and said he "switched some wiring somewhere" but I'm still in the same situation.

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Distinguished Expert
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Message 6 of 10

Re: Infinity speed dropped and noise on line.

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noise on the line is a fault which needs an engineers visit to diagnose and fix
you can contact the mods https://bt.custhelp.com/app/contact_email/c/4951
MattG
Aspiring Contributor
1,071 Views
Message 7 of 10

Re: Infinity speed dropped and noise on line.

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I had a similar issue a long time ago (before infinity) so I believe there is a problem locally that rears it's head from time to time. I posted on these forums about it and was impressed with the help I received.

 

Thanks, have contacted the mods.

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MattG
Aspiring Contributor
984 Views
Message 8 of 10

Re: Infinity speed dropped and noise on line.

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So yesterday I had a visit from the most helpful engineer to date.

 

He spotted a high resistance fault about 150 meters from our house which I'm surprised no previous engineer spotted. He called another guy to get a cherry picker (crane on a van) to swap the lines and my voice calls are now 100% crystal clear. My internet no longer drops and my speed is slowly going up again.

 

Thanks to the mods here for getting it looked at and even bigger thanks to the engineer that did his job properly 🙂

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Guru
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Message 9 of 10

Re: Infinity speed dropped and noise on line.

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Excellent
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Deathtrap3000
Recognised Expert
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Message 10 of 10

Re: Infinity speed dropped and noise on line.

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@MattG wrote:

even bigger thanks to the engineer that did his job properly 🙂


Not quite, but at least you are happy with the result.

 

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