Hi,
I am hoping that someone will be able to help me resolve the problem with my Infinity connection. The download speed seems to stabilise at around 20 mbps but has dropped to as low as 7 in the past. The connection will be fine for several days, followed by 2/3 days of the broadband constantly dropping out, often every 5 – 10 minutes over several hours. This seems to be after heavy rain or in damp weather conditions.
I raised a fault in October after a diagnostic test showed that something was wrong. An engineer visited and confirmed that the internal wiring was all okay. I explained that the fault and the noise on the line is intermittent, but the quality was fine during the quiet line test. He replaced the hub 3 with a hub 5 and advised that the line and broadband tested okay, except for the low speed of 20 mbps. He went off to check the cabinet and exchange equipment; following this there was a huge improvement in the clarity of landline calls.
After a few weeks the download speed (on Infinity 2) reached 28mbps. As we were out of contract I called BT to renew for a further year; it was suggested that we drop down to Infinity 1 due to the speed issue.
Over the last few weeks the problem has returned, there is a buzzing on the quiet line test, on Saturday the connection dropped every few minutes. The noise margin on the hub is 11.6 / 14.7.
Just to top it all off, I have just received the latest bill and have been charged for the engineer’s visit! The engineer didn’t advise me that the visit would be chargeable and there was no fault found with the internal wiring.
I’ve posted my hub stats, and part of the event log.
Thank you.
1. Product name: | BT Home Hub |
2. Serial number: | +068342+NQ41048847 |
3. Firmware version: | Software version 4.7.5.1.83.8.204.1.11 (Type A) Last updated 06/01/16 |
4. Board version: | BT Hub 5A |
5. DSL uptime: | 1 days, 12:34:09 |
6. Data rate: | 3696 / 21412 |
7. Maximum data rate: | 9600 / 40152 |
8. Noise margin: | 11.6 / 14.7 |
9. Line attenuation: | 26.8 / 19.5 |
10. Signal attenuation: | 27.5 / 17.3 |
11. Data sent/received: | 3.8 GB / 22.7 GB |
12. Broadband username: | bthomehub@btbroadband.com |
13. BT Wi-fi: | No |
14. 2.4 GHz Wireless network/SSID: | BTHub5 |
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 |
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: | 34:8a:ae:c0:0e:f6 |
24. Modulation: | G.993.2 Annex B |
25. Software variant: | AA |
26. Boot loader: | 1.0.0 |
