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Coastal
Aspiring Contributor
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Message 1 of 14

BT Infinity - line calibration and possible speed issue?

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Hi,

We recently had BT Infinity installed (14-03-2013) and the speed has dropped significantly from 37 to about 20mb

Up load seems fairly consistent at 8mb

 

The engineer told us that the line calibration should only take 24hrs so I'm hoping there is an issue and that we can expect better than 20mb

 

We've been told to expect at least 25mb although it would be nice to get more

 

Can you advise how long the calibration should take and maybe check to see if everything is OK?

 

We have had to reset the router a couple of times

 

Please advise

 

Thank you

 

TEST_DATETIME_ZONEDOWNLOAD_MEGABITSUPLOAD_MEGABITSLATENCY_MSSERVER_NAMEDISTANCE_MILES
3/14/2013 9:18 AMGMT37.418.48London50
3/14/2013 9:38 AMGMT37.288.436Maidenhead0
3/14/2013 11:48 AMGMT37.58.310Maidenhead0
3/14/2013 12:00 PMGMT37.468.1710Newbury0
3/14/2013 1:53 PMGMT24.378.274Maidenhead0
3/14/2013 2:34 PMGMT16.698.2510Maidenhead0
3/14/2013 2:37 PMGMT15.758.2711Maidenhead0
3/14/2013 2:52 PMGMT20.768.1511Manchester150
3/14/2013 4:51 PMGMT23.358.2410Maidenhead0
3/14/2013 6:05 PMGMT25.228.1710Newbury0
3/14/2013 7:31 PMGMT26.058.278London50
3/15/2013 7:50 AMGMT17.468.1310Manchester150
3/15/2013 8:33 AMGMT25.828.26Maidenhead0
3/15/2013 1:31 PMGMT25.458.322London50
3/15/2013 5:24 PMGMT24.478.1610Newbury0
3/16/2013 9:04 AMGMT19.548.1310Cowes0

 

 

 

 

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13 REPLIES 13
Guru
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Message 2 of 14

Re: BT Infinity - line calibration and possible speed issue?

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It looks as if there is noise on your line and DLM is reducing your speed.

Try a quiet line test (17070 and option 2 I think).

 

You could have wrong internal wiring.  Check if you have any extensions (telephone extensions, SkyBox, alarms etc) that are wired from a junction box between the incoming telephone feed and the master socket (where you modem should be connected).  If so, post any details and we will suggest what to do next.

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Guru
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Message 3 of 14

Re: BT Infinity - line calibration and possible speed issue?

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The router or the modem (White box)? If you've restarted the modem that would be why the speeds have dropped.

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Coastal
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Message 4 of 14

Re: BT Infinity - line calibration and possible speed issue?

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We were told by the BT engineer that if we suffered a loss of broadband that we should power off both the router and the modem, so far I have had to power off the modem once and the reset the router twice

 

I questioned the engineer about powering off whilst our line is being calibrated and he said that powering off and resetting would not make a difference - did seem a little strange to me!

 

There are no extensions or alarm cables or sky etc to the master connection which is where the modem / router are connected to so there should not be any noise or interference from within the house

 

We know that the line is capable of 37mb and only switched off the modem on the advice of the engineer due to a drop out of service

 

I won't switch off the modem any more

 

I have also heard that the Homehub 3 can be a little unreliable, although it is early days?

 

I have a TP Link TD-W8960N which has not let me down for continuity of supply - is this approved for use with Infinity?

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Coastal
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Message 5 of 14

Re: BT Infinity - line calibration and possible speed issue?

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Quiet line test seems OK

 

latest speed test;

TEST_DATETIME_ZONEDOWNLOAD_MEGABITSUPLOAD_MEGABITSLATENCY_MSSERVER_NAMEDISTANCE_MILES

 

3/16/2013 12:52 PMGMT22.077.510Bournemouth50

 

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Guru
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Message 6 of 14

Re: BT Infinity - line calibration and possible speed issue?

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You should never restart the Modem in the first 10 day period. In the first 10 days it will gather line Information then after it has enough on all levels it will decide where your line performed best at and set it at that speed. It will then continue to monitor the line forever and make adjustments. The reason why it's important that you do not disconnect the modem as the Cabinet (DLM) will not be able to make connection with the modem meaning it is recording this and will compensate by lowering the speed until it has a connection. Also turning it off suddenly can cause error bursts on top of that, so it is vital you give your line the best history that you can give it.

 

It will always look at previous history it has and make decisions from it. If it has bad history at the start it's very reluctant to actually improve the speed in future because it's seen it's not had good history in the past.  So it will slowly rise the line speed from 12Mbps to lets say 28Mbps. It will increase it increments due to your bad line history, if it has good say you maintained connection for 90 days and you suffered from a power cut and this put your speed to 20Mbps. Over the next 5/7 days you will normally see it jump straight up back to that speed. If you have bad history it will put the speed up slower and it can take 2/3 weeks for it to actually increase the speed as well.

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Coastal
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Message 7 of 14

Re: BT Infinity - line calibration and possible speed issue?

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Thanks for the info

 

Is there any chance of restarting the line monitoring?

Seems like we were given completely duff information by the so called 'engineer' from Openreach

 

Would be nice to start with a clean history and connection rather than have the system restrict the line due to us believing we were doing the right thing

 

Sounds like the 'engineers' need a refresh course on the technology as this one obviously didn't have clue and he'll continue to go round causing customers unnecessary issues

 

Please advise

 

Many Thanks

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Guru
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Message 8 of 14

Re: BT Infinity - line calibration and possible speed issue?

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You would have to get a DLM reset which requires a Engineer to visit your property and he has to decide to-do it.

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Coastal
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Message 9 of 14

Re: BT Infinity - line calibration and possible speed issue?

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So how do we go about requesting a DLM reset?

 

Is this something that BTCare can do for us ? Given that we are only in this situation because the engineer advised us incorrectly

 

Wouldn't an engineer of quality want to do this to make up for the other engineers inadequacy

 

We are down to 17mb

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Guru
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Message 10 of 14

Re: BT Infinity - line calibration and possible speed issue?

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You could request it but I doubt you will get anywhere until you hit below 12Mbps.

 

You could put you would have 2 push hard in my opinion.

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