cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
Highlighted
Beginner
325 Views
Message 1 of 14

Infinity speed issues - several visits no resolutions

Hi I was wondering if anyone could help.

I have had a number of visits from engineers. We are fairly remote and top speed expected to be 17.5.

Last visit we were told it might be internal. In the event they changed the phone line outside in the village. I still got charged but didn't bother arguing as it fixed the problem.

Up from 8 to 17.5. Told the line would stabilise over the coming week.

That it did....to a steady 11.5.

Same pattern after every visit. Improved speed then looks like it's throttled back. Always suggested it must be internal but given it ran fine for 3 days this doesn't seem to make sense to my untechnical mind. Exact same performance with either homehub or the Asus router we use.

I'm sure its a capacity issue in some form.
0 Ratings
13 REPLIES 13
Highlighted
Distinguished Sage
Distinguished Sage
318 Views
Message 2 of 14

Re: Infinity speed issues - several visits no resolutions

Welcome to this user forum.

 

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.

Then, if you have a HH5 can you go to hub manager then trobleshooting then helpdesk and post lines 1-12

 

Or post the information from the smart hub, using this link.

 

http://192.168.1.254/0000012803/gui/#/technicalLog/information

 

 

Which one of these matches your master phone socket?

 

nte.jpg or oldnte.jpgor adslface.jpg ornewnte.jpg

 

 

Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.

 

Could you please post the results from the BT Wholesale speed checker, including the further diagnostics.

 

0 Ratings
Highlighted
Beginner
294 Views
Message 3 of 14

Re: Infinity speed issues - several visits no resolutions

1. Product name:BT Home Hub
2. Serial number:+068543+NQ51600620
3. Firmware version:Software version 4.7.5.1.83.8.204.1.11 (Type A) Last updated 06/09/15
4. Board version:BT Hub 5A
5. DSL uptime:0 days, 00:37:29
6. Data rate:1975 / 14920
7. Maximum data rate:1967 / 16046
8. Noise margin:5.3 / 6.2
9. Line attenuation:39.9 / 30.3
10. Signal attenuation:39.2 / 25.7
11. Data sent/received:99.3 MB / 124.6 MB
12. Broadband username:bthomehub@btbroadband.com
0 Ratings
Highlighted
Beginner
292 Views
Message 4 of 14

Re: Infinity speed issues - several visits no resolutions

Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

WBC FTTC Availability Date

WBC SOGEA Availability Date

WBC FTTC 18x2 Provide Availability

WBC FTTC 18x2 Sim Availability

Left in Jumper

  HighLowHighLow        

ADSL Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

Availability Date

     

Left in Jumper

Other Offerings

     

Availability Date

       

VDSL Range A (Clean)23.817.43.72--Available----Yes--
VDSL Range B (Impacted)21.710.730.8--Available----Yes--
WBC ADSL 2+Up to 1--1 to 3.5Available--------
ADSL MaxUp to 1--0.75 to 2.5Available--------
WBC Fixed Rate0.5----Available--------
Fixed Rate0.5----Available--------
VDSL Multicast------Available--------
ADSL Multicast------Available--------
0 Ratings
Highlighted
Beginner
290 Views
Message 5 of 14

Re: Infinity speed issues - several visits no resolutions

There is low level crackling on the quiet line test, although we only have a wireless handset so cant be sure that it is not poor quality on that.

 

I have also switched back in the homehub in replacement of the asus router and that has boosted the speed to 13.5

0 Ratings
Highlighted
Distinguished Sage
Distinguished Sage
273 Views
Message 6 of 14

Re: Infinity speed issues - several visits no resolutions

The maximum data rate falls into impacted range B.

 

This can point to a wiring error within you home wiring, which is why I asked you about which master socket you have, as that, and any extensions, can affect the connection speed.

 

If you have the first one.

nte.jpg

Try connecting things up as shown below, and see if the connection speed increases.

 

Image1.jpg

This should also disconnect any extensions, and there should be no dial tone on any of them.

 

0 Ratings
Highlighted
Beginner
266 Views
Message 7 of 14

Re: Infinity speed issues - several visits no resolutions

Thanks for all the help

 

I have number 4 in the list.

 

The master socket was upstairs, but part of the reason for the charge I am told is that they have relocated it downstairs.

 

When they did the work last it was running at full speed for a week before it then slowed down again.

0 Ratings
Highlighted
Distinguished Sage
Distinguished Sage
259 Views
Message 8 of 14

Re: Infinity speed issues - several visits no resolutions

If its one of these

newnte.jpg

 

Then the external line coming in, must terminate on that socket. The home hub need to be plugged into the top, and the phone into the botton.

Any extensions must be connected to the back of the bottom removable section, so that they are totally disconnected when the bottom section is removed.

 

This diagram shows how things must be wired, to avoid impacting on your connection speed.

 

extensions.jpg

Any other arrangement will result in a loss of speed.

 

There is a test socket behind the master socket which you can use if you have a spare microfilter.

ssfp.jpg

Provided that the main incoming line terminates on this master socket, and there are no other extensions teed in, then testing at this point will prove whether it the external network causing the impacted figures.

 

 

 

 

0 Ratings
Highlighted
Beginner
249 Views
Message 9 of 14

Re: Infinity speed issues - several visits no resolutions

Thanks Keith

 

The speed test is the same if I use the test socket with a filter.

 

Our master socket was originally upstairs, but openreach worked on it to terminate at this socket I believe. That was the justification for the charge on the last visit.

 

If the answer is that it is still internal wiring I sort of understand, but it seems a little galling to have paid for internal works, that have had no effect.

0 Ratings
Highlighted
Distinguished Sage
Distinguished Sage
247 Views
Message 10 of 14

Re: Infinity speed issues - several visits no resolutions

Do you have any extensions?

 

0 Ratings