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Doookie
Newbie
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Message 1 of 14

Advice on slow connection package fiber 2

I have been paying around £60 per month since May 2017 and had a poor service since the start. And after ringing time and time again, and having engineers coming round to my home and running lots of different tests, This will be my last attempt at getting this fixed (I had bt at an old address and had 0 problems) so I dont want it to come to me finding some other provider.  Hub information

Product name:

BT Hub 6A

Serial number:

+084316+NQ71356372

Firmware version:

SG4B1000B540

Firmware updated:

19-Aug-2018

Board version:

1.0

Gui version:

1.64.0

DSL uptime:

10 Days, 6 Hours 10 Minutes 14 Seconds

Data rate:

4.23 Mbps / 22.17 Mbps

Maximum data rate:

4274 / 26413

Noise margin:

6.1 dB / 6.4 dB

Line attenuation:

24.4 dB

Signal attenuation:
 
VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

2814 MB Uploaded / 81690 MB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Active

2.4 GHz wireless network name:

BTHub6-MP5Z

2.4 GHz wireless channel:

Smart (Channel 11)

5 GHz wireless network name:

BTHub6-MP5Z

5 GHz wireless channel:

Smart (Channel 48)

Wireless security:

WPA2 (Recommended)

Wireless mode:

Mode 2

Firewall:

On

MAC address:

A0:8E:78:25:A7:3D

Software variant:

-

Boot loader:

7.33.1

 

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13 REPLIES 13
Distinguished Sage
Distinguished Sage
299 Views
Message 2 of 14

Re: Advice on slow connection package fiber 2

What speed do you think you should be getting?

Can you run this checker and post back a screen shot of the results. Make sure you delete your phone number before posting.

http://www.dslchecker.bt.com/adsl/adslchecker.welcome

and use this speed tester then scroll down the page and carry out the further diagnostics and post back a screen shot of all the results including your IP profile for up and down. This test must be done with a wired connection.

http://speedtest.btwholesale.com/


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Doookie
Newbie
278 Views
Message 3 of 14

Re: Advice on slow connection package fiber 2

test.jpg

Speed Test results

 
Download Speed(Mbps): 15.14 Mbps

Upload Speed(Mbps) : 7.21 Mbps

Ping Latency(ms): 33 msresults.png
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Distinguished Sage
Distinguished Sage
275 Views
Message 4 of 14

Re: Advice on slow connection package fiber 2

What speed do you think you should be getting?

Is there any noise on your phone line? Dial 17070 and select option 2, there should be no noise between the announcements.

Can you connect the Homehub to the test socket on the master socket and re run the speed test and re post the stats from your Homehub when it is connected to the test socket.


When you use the test socket make sure that any telephone extensions you have are "dead". There should be no dial tone at any of your phone extensions. 

Test socket.jpg

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Distinguished Sage
Distinguished Sage
271 Views
Message 5 of 14

Re: Advice on slow connection package fiber 2

You seem to be connected at 22.17Mbs, which is within Range A for your line. What connection speed were you promised when you started the contract, as you are never going to get anything like the maximum speed for the old Infinity 2service, as you are too far from the cabinet?

 

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Doookie
Newbie
227 Views
Message 6 of 14

Re: Advice on slow connection package fiber 2

When I 1st got the internet running at this address it was running almost exactly twice as fast, So I'm sure it can handle faster speeds (it lasted around 3 weeks to a month) then, it was almost exactly halved. After running another speed test and using the further diagnostic (using my postcode and address) I was shown the following results:  No Fibre to the Premises (FTTP) services have been found at this address. Please check the postcode or use the Telephone Number or Service ID to conduct the test. Click here to try again. below is the master socket I have.Socket.jpg

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Distinguished Sage
Distinguished Sage
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Message 7 of 14

Re: Advice on slow connection package fiber 2

You do not have FTTP, you have FTTC (Fibre To The Cabinet), the rest is normal copper cable, that copper cable distance determines your speed, which is within the range expected for your current  address.

Did you check your phone line for any noise?

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Doookie
Newbie
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Message 8 of 14

Re: Advice on slow connection package fiber 2

was no noise on the line.
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Distinguished Sage
Distinguished Sage
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Message 9 of 14

Re: Advice on slow connection package fiber 2


@Doookie wrote:
was no noise on the line.

Then the connection speed you are getting is about right, that is not the same as the download speed, which will vary.

See http://bt.custhelp.com/app/answers/detail/a_id/35296/%7E/your-line-speed-explained

What was the estimated range you were given?

You can always try connecting things up as shown on this link, and see if the connection speed increases. NTE 5C - testing from test socket

 

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Doookie
Newbie
196 Views
Message 10 of 14

Re: Advice on slow connection package fiber 2

We estimate your download speed will be between 19Mb and 27Mb, and your upload speed will be between 4Mb and 6Mb.

The minimum guaranteed speed you can expect from your broadband will be 17Mb.

tested earlier resulting with
Download Speed(Mbps): 15.14 Mbps

Upload Speed(Mbps) : 7.21 Mbps

Ping Latency(ms): 33 ms
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