house move issues

[KLM1971]

hi

we did a house move on july 8th, at our old house we were on infinity option 2(76mb connecton). we were told that the new house could only get option 1 and that the average speed could be 25-35mb.

the line went live on july 8th and we got 11-12 mb, which is a little low, the exchange is saying that we could get between 34 and 41 on a clean line but as low as 14 on an impacted line.

i have been reading these forums just lately and i have notced that my home hub 5 wont show me the noise margin type stats in helpdesk. which made me wonder if we were actually on adsl2

so on the 16th i rang bt and asked, they said we definatley on infinity option 1 and that our line was being upgraded and within 10days i would be getting 50mb+

well those 10 days have now passed and im still on 12mb

im also still being charged for option 2 😞

[Keith_Beddoe]

In order to find out what services and speed range you should be getting, please enter your phone number into this form.
Broadband availability checker


Please remember to edit out your phone number before you post the results.

Then, if you have a HH5 can you go to hub manager then trobleshooting then helpdesk and post lines 1-12
 
Could you please post the results from the BT Wholesale speed checker, including the further diagnostics.
 
 
 

[KLM1971]

there is no where to put in a phone number, it already assumes i have btbroadband

[KLM1971]

Information for Helpdesk agents When contacting the BT Broadband helpdesk, the agent might ask you for details about your BT Home Hub. This page contains all of the information they are likely to request.   1. Product name: BT Home Hub 2. Serial number: +068343+NQ34526626 3. Firmware version: Software version 4.7.5.1.83.8.204.1.11 (Type A) Last updated 03/07/15 4. Board version: BT Hub 5A 5. WAN: PPP Connected 6. Data sent/received: 39.3 MB / 479.1 MB 7. Broadband username: bthomehub@btbroadband.com 8. BT Wi-fi: Yes 9. 2.4 GHz Wireless network/SSID: BTHub5-ZQZJ 10. 2.4 GHz Wireless connections: Enabled (802.11 b/g/n (up to 144 Mb/s)) 11. 2.4 GHz Wireless security: WPA2 12. 2.4 GHz Wireless channel: Automatic (Smart Wireless) 13. 5 GHz Wireless network/SSID: BTHub5-ZQZJ 14. 5 GHz Wireless connections: Enabled (802.11 a/n/ac (up to 1300 Mb/s)) 15. 5 GHz Wireless security: WPA2 16. 5 GHz Wireless channel: Automatic (Smart Wireless) 17. Firewall: Default 18. MAC Address: 18:62:2c:4a:3d:2a 19. Software variant: AA 20. Boot loader: 1.0.0

[KLM1971]

FAQ 1. Best Effort Test: -provides background information.   Download Speed   13.24 Mbps 0 Mbps 13.56 Mbps Max Achievable Speed  Download speedachieved during the test was - 13.24 Mbps  For your connection, the acceptable range of speedsis 9.49 Mbps-13.56 Mbps .  Additional Information:  IP Profile for your line is - 13.56 Mbps 2. Upstream Test: -provides background information.   Upload Speed   2.99 Mbps 0 Mbps 10 Mbps Max Achievable Speed Upload speed achieved during the test was - 2.99Mbps  Additional Information:  Upstream Rate IP profile on your line is - 10 Mbps We were unable to identify any performance problem with your service at this time. It is possible that any problem you are currently, or had previously experienced may have been caused by traffic congestion on the Internet or by the server you were accessing responding slowly. If you continue to encounter a problem with a specific server, please contact the administrator of that server in the first instance. Please visit the FAQ if you are unable to understand the test results.

Notes:
The Download Speed is the average rate that was achieved during this test.

Notes:

Your line is configured to the maximum rate that it can support or at your chosen fixed rate, this is known as the line rate and would be viewed through your CPE software or in your router configuration.

Your IP profile is always less than the line rate and is normal on any network.

The Upstream Test rate figure quoted will always be smaller than the assured rate profile. This is because in order for the throughput to reach its destination, it requires an overhead which explains the difference between the two.

Notes:
If your download speed lies in this range then your connection seems to be working fine.

Notes:
The Download Speed is the average rate that was achieved during this test.

Notes:

Your line is configured to the maximum rate that it can support or at your chosen fixed rate, this is known as the line rate and would be viewed through your CPE software or in your router configuration.

Your IP profile is always less than the line rate and is normal on any network.

Notes:
The Download Speed is the average rate that was achieved during this test.

Notes:

Your line is configured to the maximum rate that it can support or at your chosen fixed rate, this is known as the line rate and would be viewed through your CPE software or in your router configuration.

Your IP profile is always less than the line rate and is normal on any network.

The Upstream Test rate figure quoted will always be smaller than the assured rate profile. This is because in order for the throughput to reach its destination, it requires an overhead which explains the difference between the two.

Notes:
If your download speed lies in this range then your connection seems to be working fine.

Notes:
The Download Speed is the average rate that was achieved during this test.

Notes:

Your line is configured to the maximum rate that it can support or at your chosen fixed rate, this is known as the line rate and would be viewed through your CPE software or in your router configuration.

Your IP profile is always less than the line rate and is normal on any network.

[Keith_Beddoe]

---

@KLM1971 wrote:

there is no where to put in a phone number, it already assumes i have btbroadband

---

Are you sure you are looking at the right page, it looks like this?

BT BROADBAND AVAILABILITY CHECKER

Welcome to the Broadband Availability checker. This will provide a provisional check of your ability to receive reliable Broadband services.

Please enter your telephone number.

TELEPHONE:
 

Or

Please enter your access line id.

ACCESS LINE ID:
 

If you do not have a telephone number or access line id, please select the Address Checker or the Postcode Checker

By submitting a query into this checker you accept Terms of Use for this checker.

[KLM1971]

[imjolly]

please for your security delete your phne number

are you using a separate modem with the hh5?  the hh5 does show noise margin and conenction speed but only if conencted direct to socket excluding modem

[KLM1971]

1. Product name:	BT Home Hub
2. Serial number:	+068343+NQ34526626
3. Firmware version:	Software version 4.7.5.1.83.8.204.1.11 (Type A) Last updated 03/07/15
4. Board version:	BT Hub 5A
5. DSL uptime:	0 days, 00:02:50
6. Data rate:	3346 / 14205
7. Maximum data rate:	3353 / 14274
8. Noise margin:	5.9 / 6.1
9. Line attenuation:	32.7 / 24.8
10. Signal attenuation:	32.6 / 20.4
11. Data sent/received:	0.1 MB / 0.3 MB
12. Broadband username:	bthomehub@btbroadband.com
13. BT Wi-fi:	Yes
14. 2.4 GHz Wireless network/SSID:	BTHub5-ZQZJ
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:	Automatic (Smart Wireless)
18. 5 GHz Wireless network/SSID:	BTHub5-ZQZJ
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:	18:62:2c:4a:3d:2a
24. Modulation:	G.993.2 Annex B
25. Software variant:	AA
26. Boot loader:	1.0.0

[Keith_Beddoe]

Something is restricting your available bandwidth, possibly your internal wiring.

Please can you connect things up as shown below, and then display the HH5 stats again.