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HM102
Beginner
1,454 Views
Message 1 of 13

Re: BT Infinity 1 Upstream sync speed significant drop.

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Hi.

We have the same problem. Noise on the line and an upload speed of 0.4 mbps if you are lucky.

We have been told that upload speeds do not matter by one call handler but others have said it should not be that low.

Two engineers have visited and replaced the:

Phone line from the house to the telegraph pole.
The cable between two telegraph poles had a fault
Upgraded to a Master 5c socket
Fuses on the telegraph pole
Rewired the exchange box down the road.

Now we get Blue, Orange, Green, Red and Purple lights on the Hub 6 ( looks great at night, just like a disco)

Finally been upgraded to level three team ??? and have been assured it WILL BE FIXED in 72 hours (not holding my breath and a hint about a discount fell on deaf ears)

Perhaps OFCOM might be interested if it does not get fixed.

Will keep you posted

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john46
Distinguished Sage
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Message 2 of 13

Re: BT Infinity 1 Upstream sync speed significant drop.

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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/

 

 

Have you tried the quiet line test dial 17070 option 2 you should hear no noise if you can hear noise then it needs reporting to BT faults on 151 with no mention of broadband in the call

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HM102
Beginner
1,433 Views
Message 3 of 13

Re: BT Infinity 1 Upstream sync speed significant drop.

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Quiet line text was done by the last engineer and he said it was an unusual noise he could hear. If you disconnect the broadband during a phone the call the noise changes to something like a moth trapped in the handset.

We dont have a PC so will be unable to to do the tests as requested. Will phone connection suffice.

It was originally faulted as a phone fault and then changed to phone and broadband by BT as it got worse after the first engineer visited.
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AndersonHowe
Beginner
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Message 4 of 13

Re: BT Infinity 1 Upstream sync speed significant drop.

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Definitely interested in hearing what happens as my upload speed dropped from 9.5Mbps to 0.4 after an outage and BT claim there isn't a fault.

Call handler gave me the same rubbish about the upload speed too and informed me that we don't require an engineer visit and if I request one we'll be charged!

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HM102
Beginner
1,358 Views
Message 5 of 13

Re: BT Infinity 1 Upstream sync speed significant drop.

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Well waited 72 hours and called again. Still at level 3 and now have to wait another 72 hours. No tests are being conducted so what are they doing.

Managed to get some stats as requested


BT BROADBAND AVAILABILITY CHECKER
Telephone Number *********** on Exchange HERNE BAY is served by Cabinet 22
Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Handback Threshold(Mbps)

WBC FTTC Availability Date

WBC SOGEA Availability Date

WBC FTTC 18x2 Provide Availability

WBC FTTC 18x2 Sim Availability

Left in Jumper

High Low High Low
VDSL Range A (Clean) 38.5 28.1 7.4 5.5 25.2 Available -- Yes Yes --
VDSL Range B (Impacted) 31.8 18 7 3.6 14.5 Available -- Yes Yes --
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 2.5 -- 1 to 4 Available -- -- -- --
ADSL Max Up to 2 -- 1 to 3.5 Available -- -- -- --
WBC Fixed Rate 1 -- -- Available -- -- -- --
Fixed Rate 1 -- -- Available -- -- -- --
Other Offerings




Availability Date





VDSL Multicast -- -- -- Available -- -- -- --
ADSL Multicast -- -- -- Available -- -- -- --
Premise environment

Status


BT Wholesale speed test result was

Download Mbps 11.59
Upload Mbps 0.44

Ping Latencey ms 49.88

.


Product name: BT Hub 6A
Serial number: +084319+NQ64596002
Firmware version: SG4B10002244
Firmware updated: 15-Feb-2017
Board version: 1.0
Gui version: 1.32.0
DSL uptime: 0 Days, 1 Hours 2 Minutes 34 Seconds
Data rate: 485 bps / 27.61 kbps
Maximum data rate: 485 / 32958
Noise margin: 7.9 / 6.6
Line attenuation: 26.1
Signal attenuation:
VPI / VCI: 0/38
Modulation: G_993_2_ANNEX_B


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HM102
Beginner
1,352 Views
Message 6 of 13

Re: BT Infinity 1 Upstream sync speed significant drop.

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20170711_125628.png

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Webby
Distinguished Sage
1,337 Views
Message 7 of 13

Re: BT Infinity 1 Upstream sync speed significant drop.

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I can tell you for free, this will only be fixed by something physical being changed.

It won't be sorted remotely.

If you still have a noisy line then this needs to be addressed first and foremost.

If the noise is gone, I suspect a faulty hub or a faulty port in the cab.

If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the the reply answers your question then please mark as ’Mark as Accepted Solution’
HM102
Beginner
1,334 Views
Message 8 of 13

Re: BT Infinity 1 Upstream sync speed significant drop.

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Cheers. Its trying to convince someone at the end of the phone though !!!!!
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HM102
Beginner
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Message 9 of 13

Re: BT Infinity 1 Upstream sync speed significant drop.

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Just had a new hub delivered as checks revealed our internet dropped connection 40 times in a day. Guess what still not fixed. Still no line issue though ?????
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Webby
Distinguished Sage
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Message 10 of 13

Re: BT Infinity 1 Upstream sync speed significant drop.

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You need an egineer.
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the the reply answers your question then please mark as ’Mark as Accepted Solution’
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