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Travelstar
Contributor
675 Views
Message 1 of 6

Slow sync speed thanks to previous faulty modem

Is anyone able to recommend the best way to ask BT to reset my line to try and obtain a higher sync speed?

 

Thanks to a previous faulty home hub which took numerous calls to convince the ICC (Indian Call Centre) to finally replace, I have a new Home Hub. The new Home Hub seems to work and I don't have to perform the contant restarts I had to on my old Home Hub (ADSL connection issues whereby old hub dropped speeds to a snail or nothing, as well as wifi issues which meant several laptops in my house often failed to connect to the wifi) to get things working again. All good you may be thinking! Sadly whilst things are better, I am stuck with the lower sync speed that my old faulty Home Hub was giving me.

 

I suspect the above is because the DSLAM I am connected to does not realise that some of the issues were caused by the faulty Home hub (5.0a) so has kept on the lower sync speed. Sadly the ICC does not seem to understand the issue properly so off to the forums I seem to have to go. Any suggestions on how to get this resolved would be much appreciated.

 

My current line stats are as follows:

 

1. Product name:	BT Home Hub
2. Serial number:	(withheld for obvious reasons)
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, 00:25:54
6. Data rate:	1091 / 16493
7. Maximum data rate:	1100 / 16636
8. Noise margin:	6.9 / 9.3
9. Line attenuation:	9.0 / 21.4
10. Signal attenuation:	9.0 / 19.4
11. Data sent/received:	13.9 MB / 113.0 MB
12. Broadband username:	bthomehub@btbroadband.com
13. BT Wi-fi:	Yes
14. 2.4 GHz Wireless network/SSID:	(withheld for obvious reasons)
15. 2.4 GHz Wireless connections:	Enabled (802.11 b/g/n (up to 300 Mb/s))
16. 2.4 GHz Wireless security:	WPA2
17. 2.4 GHz Wireless channel:	Automatic (Smart Wireless)
18. 5 GHz Wireless network/SSID:	(withheld for obvious reasons)
19. 5 GHz Wireless connections:	Enabled (802.11 a/n/ac (up to 1300 Mb/s))
20. 5 GHz Wireless security:	WPA2
21. 5 GHz Wireless channel:	Automatic (Smart Wireless)
22. Firewall:	Default
23. MAC Address:	(withheld for obvious reasons)
24. VPI/VCI:	0 / 38
25. Modulation:	G.992.5 Annex A
26. Latency type:	Fast
27. Software variant:	AA
28. Boot loader:	1.0.0

For the record, I used to get line sync speeds around the 18000-19000 range before.

 

Any help would be much appreciated.

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5 REPLIES 5
Keith_Beddoe
Distinguished Sage
Distinguished Sage
674 Views
Message 2 of 6

Re: Slow sync speed thanks to previous faulty modem

What is your IP profille?

Use the further diagnostics option on this page after running tha basic test.

BT Wholesale Speedtester

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imjolly
Distinguished Sage
Distinguished Sage
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Message 3 of 6

Re: Slow sync speed thanks to previous faulty modem

as on adsl2 I expect the profile to be correct for current connection speed - 88.2% of connection speed

 

as you have only just replaced the hub you need to give the DLM time to see your connection is now stable and reduce your noise margin back to 6db which will give you an increase in speed  this needs a 24/7 connection and 3/5 days normally

 

your conenction time is only 25min was that a manual reset or router dropping connection?

 

if you can now maintain connection and repost stats with 3+ days connection time the mods will help reset noise margin but need to show stable connection first



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Travelstar
Contributor
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Message 4 of 6

Re: Slow sync speed thanks to previous faulty modem

Yes - the short uptime result was a manual restart which I had to do after speaking to the ICC. It was not due to an unstable line.

 

My router has now been up for 3 days and I have the following line stats:

 

1. Product name:	BT Home Hub
2. Serial number:	**Hidden for obvious reasons**
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:	3 days, 07:05:20
6. Data rate:	1091 / 16493
7. Maximum data rate:	1084 / 16560
8. Noise margin:	6.8 / 9.1
9. Line attenuation:	9.0 / 21.4
10. Signal attenuation:	9.0 / 19.4
11. Data sent/received:	2.3 GB / 46.0 GB
12. Broadband username:	bthomehub@btbroadband.com
13. BT Wi-fi:	Yes
14. 2.4 GHz Wireless network/SSID:	**Hidden for obvious reasons**
15. 2.4 GHz Wireless connections:	Enabled (802.11 b/g/n (up to 300 Mb/s))
16. 2.4 GHz Wireless security:	WPA2
17. 2.4 GHz Wireless channel:	Automatic (Smart Wireless)
18. 5 GHz Wireless network/SSID:	**Hidden for obvious reasons**
19. 5 GHz Wireless connections:	Enabled (802.11 a/n/ac (up to 1300 Mb/s))
20. 5 GHz Wireless security:	WPA2
21. 5 GHz Wireless channel:	Automatic (Smart Wireless)
22. Firewall:	Default
23. MAC Address:	**Hidden for obvious reasons**
24. VPI/VCI:	0 / 38
25. Modulation:	G.992.5 Annex A
26. Latency type:	Fast
27. Software variant:	AA
28. Boot loader:	1.0.0
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imjolly
Distinguished Sage
Distinguished Sage
637 Views
Message 5 of 6

Re: Slow sync speed thanks to previous faulty modem

Mods will post a contact us link and help with noise margin. 





contact mods.jpg


After completing the email NOT PM then you join a queue of other customers waiting for mod help. The mods will get back to you in 3/5 working days either by phone or email



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PaddyB
Moderator
Moderator
626 Views
Message 6 of 6

Re: Slow sync speed thanks to previous faulty modem

Hi Travelstar,

 

I'll be able to take a look at your connection. Please send me in your details using the "Contact The Mods" link found in my profile.

 

Thanks

 

PaddyB

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