Sync speed/Line Profile keeps resetting

[hifromrich]

Hi all,

We are are on a Fibre 1 with a 39Mbps guaranteed minimum. For the past few months our speed has dropped down to around 32 which is still lower than the 42 we used to get.

Recently our router has been disconnecting every few weeks, which drops the profile down to 17Mbps for a few weeks. It seems to auto switch back to the 32Mbps profile and work fine for a few days before dropping out and taking us back down to 17 again.

I've tried the quiet line test and there is no noise on the line at all. The router is plugged directly into the master, there are no other landline phones connected and no other wifi devices.

Can anyone help at all?

[imjolly]

in order for the forum members to help please can you post the stats from your router (if hub enter 192.168.1.254 in your browser) and if  HH5 then go to troubleshooting then helpdesk and if HH6/SH2 then advanced settings then technical log information . 

have you tried connecting to test socket with a filter to see if that helps stability

enter your phone number and post results  remember to delete number   https://www.broadbandchecker.btwholesale.com/#/ADSL

Someone may then be able to offer help/assistance/suggestions to your problem

[hifromrich]

Hi, stats from router.

Product name:

BT Hub 6A

Serial number:

+084319+NQ90321465

Firmware version:

SG4B1000E020

Firmware updated:

19-Mar-2020

Board version:

1.0

Gui version:

1.115.0

DSL uptime:

7 Days, 15 Hours 22 Minutes 34 Seconds

Data rate:

9.14 Mbps / 17.74 Mbps

Maximum data rate:

12700 / 30805

Noise margin:

8.9 dB / 10.9 dB

Line attenuation:

22.1 dB

Signal attenuation:

19.7 dB / 22.1 dB

VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

29 GB Uploaded / 127 GB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Active

2.4 GHz wireless network name:

Home

2.4 GHz wireless channel:

Channel 6

5 GHz wireless network name:

Home

5 GHz wireless channel:

Channel 36

Wireless security:

WPA2 (Recommended)

Wireless mode:

Mode 1

Firewall:

On

MAC address:

00:CB:51:7E:B7:57

Software variant:

-

Boot loader:

9.2.0

[imjolly]

have you tried using the test socket with a filter to see if that improves connection as well as stability

if you move to test socket can you re-post stats

[hifromrich]

As soon as I plug it into the test socket with a filter the sync speed goes straight up to 32.

Product name:

BT Hub 6A

Serial number:

+084319+NQ90321465

Firmware version:

SG4B1000E020

Firmware updated:

19-Mar-2020

Board version:

1.0

Gui version:

1.115.0

DSL uptime:

0 Days, 0 Hours 50 Minutes 54 Seconds

Data rate:

9.99 Mbps / 32.31 Mbps

Maximum data rate:

11808 / 41171

Noise margin:

6.7 dB / 6.4 dB

Line attenuation:

28.2 dB

Signal attenuation:

17.6 dB / 28.2 dB

VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

22 MB Uploaded / 221 MB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Active

2.4 GHz wireless network name:

Home

2.4 GHz wireless channel:

Channel 6

5 GHz wireless network name:

Home

5 GHz wireless channel:

Channel 36

Wireless security:

WPA2 (Recommended)

Wireless mode:

Mode 1

Firewall:

On

MAC address:

00:CB:51:7E:B7:57

Software variant:

-

Boot loader:

9.2.0

[imjolly]

then either you have a bad connection from your internal wiring or a faulty faceplate.

[hifromrich]

Seems so, the faceplate was changed a few years ago to a 5C MK4 and nothing has changed since. Just one line off the master to a wired phone. Might try disconnecting that also. 

[imjolly]

if you have a 5c MK4 socket then make sure the front securely clips in place and there are posts where that was the problem with the connection