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liamh
Contributor
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Message 1 of 14

Was getting 38Mbps, on holiday for 2 weeks and now 10Mbps?

Hi,

 

Before I call BT and get the usual runaround, I wondered if my issue rang any bells...

 

I was getting a pretty stable 38Mbps on Infinity 1 for the last 18 months, I've just returned from 2 weeks on holiday (Florida, very nice) and noticed that Eurosport wont display on BT TV (it always has in the past) and I'm getting an IPC6023 message, google tells me that points to "insufficient quality  on an Internet channel". I've run several speed tests (wired and wireless) and they all give around 9 to 10 meg download and only 1meg upload.

 

I've rebooted the HH5, speed is still 9-10Mbps

Why would my speed have dropped so significantly? results from the wholesale speed test below:

BT Wholesale Speed Test ResultsBT Wholesale Speed Test Results

 

Further Diagnostics shows this:

wholesale2.png

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13 REPLIES 13
imjolly
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Message 2 of 14

Re: Was getting 38Mbps, on holiday for 2 weeks and now 10Mbps?

if you have a HH5 can you go to hub manager then trobleshooting then helpdesk and post 1-12

 

 

 

are you using the test socket?

 

 

can you enter your phone number and post results  remember to delete number wholesale FTTC check

 

 

 

try quiet line test   dial 17070 option 2  should be quiet and best with corded phone



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liamh
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Message 3 of 14

Re: Was getting 38Mbps, on holiday for 2 weeks and now 10Mbps?

Hi imjolly,

 

Here's the output from helpdesk, other responses to follow:

 

1. Product name:BT Home Hub
2. Serial number:+068543+NQ432*****
3. Firmware version:Software version 4.7.5.1.83.8.204.1.11 (Type A) Last updated 07/01/16
4. Board version:BT Hub 5A
5. DSL uptime:0 days, 00:05:21
6. Data rate:1099 / 14753
7. Maximum data rate:1100 / 14804
8. Noise margin:6.0 / 6.1
9. Line attenuation:16.1 / 33.1
10. Signal attenuation:16.4 / 31.5
11. Data sent/received:3.8 MB / 30.3 MB
12. Broadband username:bthomehub@btbroadband.com
13. BT Wi-fi:No
14. 2.4 GHz Wireless network/SSID:*****
15. 2.4 GHz Wireless connections:Enabled (802.11 b/g/n (up to 144 Mb/s))
16. 2.4 GHz Wireless security:WPA2
17. 2.4 GHz Wireless channel:11
18. 5 GHz Wireless network/SSID:*****_5GHz
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:c8:91:f9:55:31:7e
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
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Message 4 of 14

Re: Was getting 38Mbps, on holiday for 2 weeks and now 10Mbps?

With a modulation of 992.5 you are on adsl2 not fibre. For some reason you have been moved back to adsl from fibre



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liamh
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Message 5 of 14

Re: Was getting 38Mbps, on holiday for 2 weeks and now 10Mbps?

are you using the test socket? - Yes, using the "external" socket gets 9 to 10Mbps, using the test socket inside increases speed slightly to 12Mbps

 

 

can you enter your phone number and post results  remember to delete number wholesale FTTC check - Results here:

wholesale3.jpg

 

 

 

try quiet line test   dial 17070 option 2  should be quiet and best with corded phone - Done, and no cracklling or hissing etc

 

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imjolly
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Message 6 of 14

Re: Was getting 38Mbps, on holiday for 2 weeks and now 10Mbps?

Need to get mod help to find out why you have moved from infinity to adsl2+ modulation 992.5. Mods will post contact us link here. 





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 5/7 working days either by phone or email



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Keith_Beddoe
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Message 7 of 14

Re: Was getting 38Mbps, on holiday for 2 weeks and now 10Mbps?

Check your phone number is still the same, just in case your line has been crossed with another line which only has ADSL2+ on it, it does happen.

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imjolly
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Message 8 of 14

Re: Was getting 38Mbps, on holiday for 2 weeks and now 10Mbps?

Should have heard your own number when doing quiet line test



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liamh
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Message 9 of 14

Re: Was getting 38Mbps, on holiday for 2 weeks and now 10Mbps?

Thanks, so where should the link be - will the mods modify your post?
Where in the results does it indicate I'm on ADSL2? (just reread the post, I can see the modulation bit)
I did have a long running billing issue (failure to apply a discount) that was resolved last month, suspect that could be connected!
------------------------------------------------------------------------------------------------------------------------------
@imjolly wrote:

Need to get mod help to find out why you have moved from infinity to adsl2+ modulation 992.5. Mods will post contact us link here. 





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 5/7 working days either by phone or email


 

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liamh
Contributor
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Message 10 of 14

Re: Was getting 38Mbps, on holiday for 2 weeks and now 10Mbps?

Yes, I had the correct number when I did the quiet line
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