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Aspiring Contributor
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Message 1 of 10

Re: BT Infinity/’Faster Broadband’ Install woes…..

An interesting story and not altogether different to my experience albeit yours is worse! I've been in an area with no fibre availability up until a month or so ago. I had an ADSL connection with a BT HH2 and got about 5Mbps at best but was always rock solid, never had problems. I decided to go down the 'Ulimited Faster Broadband' route and was quoted 10-16Mbps - worth having I thought.

 

So, new HH5 came through post, no issues with installation, speed test carried out by engineer at about 9Mbps - not great I thought - I realise these are estimates but I kind of hoped that at least I'd get somewhere in the range quoted.

 

Monitoring this over time it is pretty much always between 8.5 and 9.5 Mbps which although disappointing I can live with as I assume it's a distance from the cabinet issue. However what isn't acceptable is the continuous drop out of connection I'm experiencing. The HH5 always shows the blue light, laptop is connected to wifi OK but no internet is available. This happens at least 3 times a day and only disconnecting and reconnecting to the the HH5 enables interent again.

 

I dread to call anyone about it as no doubt it will end up a frustrating experience although maybe I should give them a chance however before I do go down this route can anyone suggest something I could check - settings on the HH5 for example...?

 

All suggestions gratefully received.

Thanks
Dave

 

 

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Distinguished Guru
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Message 2 of 10

Re: BT Infinity/’Faster Broadband’ Install woes…..

Can you post your line stats from the HH5 please? These are in Troubleshooting/Helpdesk on the web interface at http://192.168.1.254

Lines 1-13 will be enough

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Aspiring Contributor
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Message 3 of 10

Re: BT Infinity/’Faster Broadband’ Install woes…..

Thanks for the prompt response...

 

1. Product name:    BT Home Hub
2. Serial number:    +068343+NQ42320978
3. Firmware version:    Software version 4.7.5.1.83.8.173.1.6 (Type A) Last updated 26/09/14
4. Board version:    BT Hub 5A
5. VDSL uptime:    0 days, 01:15:02
6. Data rate:    797 / 10290
7. Maximum data rate:    1140 / 9973
8. Noise margin:    16.2 / 5.9
9. Line attenuation:    0.0 / 35.0
10. Signal attenuation:    0.0 / 28.2
11. Data sent/received:    552.7 MB / 2.8 GB
12. Broadband username:    bthomehub@btbroadband.com
13. BT Wi-fi:    Yes

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Distinguished Guru
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Message 4 of 10

Re: BT Infinity/’Faster Broadband’ Install woes…..

So you're getting speeds in the estimate range, 10.29 Mbps, but there appears to be noise on the line which is affecting your connection. I see you only have an hour or so uptime.

What sort of installation was it? Did you get a new master socket like this?

 

Infinity Master Socket

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Aspiring Contributor
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Message 5 of 10

Re: BT Infinity/’Faster Broadband’ Install woes…..

Yes, I have got a socket like that - it was installed by an engineer (contracted to Openreach).

 

And the uptime is since I last lost connection.

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Distinguished Guru
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Message 6 of 10

Re: BT Infinity/’Faster Broadband’ Install woes…..

Clearly not ideal.

Why is it losing connection so often - do you have any phone extensions?
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Aspiring Contributor
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Message 7 of 10

Re: BT Infinity/’Faster Broadband’ Install woes…..

I have one extension, always have had and never had any issues until getting fibre/HH5.

 

What does the noise margin actually mean and what would this actually affect?

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Distinguished Guru
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Message 8 of 10

Re: BT Infinity/’Faster Broadband’ Install woes…..

Noise margin is the amount by which the signal exceeds the minimum amount for proper operation.

If the noise is greater than the signal then your connection may start to error or even drop out.
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Aspiring Contributor
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Message 9 of 10

Re: BT Infinity/’Faster Broadband’ Install woes…..

Thanks for your help. So I guess there's nothing I can do about this other than reporting an issue?  Is there anything that would generally cause excessive noise margins on a line?

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Distinguished Guru
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Message 10 of 10

Re: BT Infinity/’Faster Broadband’ Install woes…..

An unfiltered extension wouldn't help as VDSL is more prone to problems than ADSL due to the higher and broader frequencies in use.
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