New User Infinity Issues

[bowserman]

Hi,

Have had Infinity 2 for around 3 weeks now and must say am unimpressed. My previous supplier was Sky Fibre and I had a stable connection with no issues whatsoever.

Since having Infinity 2 I am having a number of random losses of service. My speeds are currently 63Mbps down and 19Mbps up, with a ping of 36ms. FYI, my next door neighbour (semi detached house, wiring into the same junction box) on Infinity 2 gets 75 down and 14 up with no losses of service. Nothing has changed inside my house wiring wise.

When I go onto BTs help page to report the issue, it says I have reported it, however, when I check the progress it says no fault reported!

Ant suggestions?

thanks,

Chris

[john46]

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/

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. 

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/

[bowserman]

And when I run further diagnostics it says browser timed out.

thanks,

Chris

[john46]

can you post the information from your home hub as asked for please

[bowserman]

And here is the smart hub status,

Connection status:

Connected

BT Broadband /

BT Infinity /

BT Infinity 3 and 4:

BT Infinity

Firmware version:

SG4B10002236

Firmware updated:

23-Oct-2016

Serial number:

+084316+NQ63145243

Downstream sync speed:

68.90 Mbps

Upstream sync speed:

19.83 Mbps

Network uptime:

0 Days, 7 Hours 5 Minutes

System uptime:

0 Days, 7 Hours 8 Minutes

BT Wi-fi status:

Not active

[john46]

Your hub is connecting at 68.9Mbps which is within the operating range shown on the checker no two lines are the same so it is hard to compare two different lines is your hub connected to the master socket or an extension ?

[bowserman]

Straight to the master socket.

What would explain the frequent disconnections though? Never happened with Sky.

Also, as I do not know, what is 'impacted'?

[bowserman]

Just read what it means!

[john46]

can you please post the max data rate figures and noise margin figures from you hub information page also can you try connecting the hub to the test socket using a new filter this will eliminate any internal wiring problems

[bowserman]