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phillarkin
Aspiring Contributor
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Message 1 of 34

Anyway to speak to someone on helpdesk that actually knows about fibre?

Fed up with level 1 team- most don't know difference between sync and throughput. refusal to escalate things to get a proper response.

 

I have been trying find out why my Infinity 2 sync  has dropped nearly 10Mbps since I joined BT. Line is clear, not impacted line. Neigbour( next door) on same cabinet is synced at full whack as was I as recently as a month ago.

 

Modem stats say max attainable is around 83Mbps.

 

was at 68Mbps as of 2 days ago have since got back up to 73Mbps but wonder for how long before it drops again. I get the odd random disconnection( so not proper intermintant sync) that means need fully poer off HH5 and restart. I have case open but was told on last chat that it was raised as throughput instead of sync issue and now won't escalate up.

 

Also the attitude of the L1 chat team is horrendous I have the chat transcripts of 2 such instances.

 

 

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33 REPLIES 33
Distinguished Guru
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Message 2 of 34

Re: Anyway to speak to someone on helpdesk that actually knows about fibre?

If you restart the HH5 often, DLM may reduce your speed to try and cope with the disconnections.
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If not, I'll try again 🙂
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phillarkin
Aspiring Contributor
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Message 3 of 34

Re: Anyway to speak to someone on helpdesk that actually knows about fibre?

Only have to do it about 1 a week max- thats why i said odd disconnection

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Distinguished Guru
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Message 4 of 34

Re: Anyway to speak to someone on helpdesk that actually knows about fibre?

Can you post your line stats from the HH5 in Troubleshooting/Helpdesk please? Lines 1-13 will be enough
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If you found this post helpful, please click on the star on the left
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Distinguished Sage
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Message 5 of 34

Re: Anyway to speak to someone on helpdesk that actually knows about fibre?

why do you restart the hub
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phillarkin
Aspiring Contributor
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Message 6 of 34

Re: Anyway to speak to someone on helpdesk that actually knows about fibre?

@ray_dorset I will post stats later when home. Cheers

 

@john46 I stated in 1st post I have to restart the hub to get to reconnect again after disconnects itself

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shirts
Recognised Expert
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Message 7 of 34

Re: Anyway to speak to someone on helpdesk that actually knows about fibre?

Can you put your telephone number into http://www.dslchecker.bt.com/adsl/adslchecker.welcome and post the results (after removing your telephone number) ?

Can you carry out the "quiet line" test ? Using a corded phone plugged into the test socket on the master socket, dial 17070 and choose option 2. There should be no crackles, popping, buzzing, etc, in fact, it should be quiet........

If you found this post helpful, then please click the star on the left, after all, I'm only trying to help........Smiley Wink
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phillarkin
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Message 8 of 34

Re: Anyway to speak to someone on helpdesk that actually knows about fibre?

exchange.PNG

 

Line is clear no hiss or cracks etc and has been since start.

 

 

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phillarkin
Aspiring Contributor
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Message 9 of 34

Re: Anyway to speak to someone on helpdesk that actually knows about fibre?

1. Product name:BT Home Hub
2. Serial number:+068343+NQ40135880
3. Firmware version:Software version 4.7.5.1.83.8.173.1.6 (Type A) Last updated 18/03/14
4. Board version:BT Hub 5A
5. VDSL uptime:0 days, 07:13:14
6. Data rate:20000 / 73993
7. Maximum data rate:25598 / 81402
8. Noise margin:9.2 / 7.8
9. Line attenuation:0.0 / 13.8
10. Signal attenuation:0.0 / 13.8
11. Data sent/received:244.9 MB / 1.7 GB
12. Broadband username:bthomehub@btbroadband.com
13. BT Wi-fi:Yes

 

Appears from last night my sync has creeped up but max data rate has fallen

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phillarkin
Aspiring Contributor
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Message 10 of 34

Re: Anyway to speak to someone on helpdesk that actually knows about fibre?

MAX data rate now showing:

 

7. Maximum data rate:25578 / 81522

 

a few mins after the above details with nothing changed on line no resets etc

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