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russellmiddleton
Aspiring Expert
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Message 1 of 14

BT Infinity

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Why has fault VOL********* gone away without being corrected?

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13 REPLIES 13
pompey1898
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Message 2 of 14

Re: BT Infinity

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Hi Mods,

Another miss timed post.

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Message 3 of 14

Re: BT Infinity

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Hi @russellmiddleton,

If your fault has been closed early I am sorry that happened.

I noticed you had a thread from May talking about your speeds declining: https://community.bt.com/t5/BT-Fibre-broadband/Declining-speed/m-p/1943791/highlight/true#M288665

Is this the same issue? @Keith_Beddoe replied to you on the 14/05 asking for some more info. Are you happy to reply to him or would you like one of my team to look into it for you?

@pompey1898 thanks for mentioning this. We already have a case raised to Khoros, our suppliers, about it. They're working on it.

Thanks

DanielS

Community ModeratorDannyS
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russellmiddleton
Aspiring Expert
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Message 4 of 14

Re: BT Infinity

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Graph.jpgSame problem, but getting worse.

Same problem, but getting worse. 10 May 2019 at 22:59
Reported Fault Problem Broadband - Slow Connection 3.69 Mbps

Reported new fault 5 Jun 2019  2.82 Mbps.

Live chat, Dinesh, said, "I've performed a line test and found a fault outside your home."

Now 5 Jun 2019 fault has disappeared from 'fault tracker'.

Given, paying for Broadband - Unlimited BT Infinity 2 since 20 Mar 2018.
"The minimum guaranteed speed you can expect from your broadband will be 4 Mbps."

Is my next step to file a complaint with 

Ofcom?

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Distinguished Sage
Distinguished Sage
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Message 5 of 14

Re: BT Infinity

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 Can you post connection stats from your router

Can you post results from dslchecker



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russellmiddleton
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Message 6 of 14

Re: BT Infinity

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Clipboard02.jpgClipboard01.jpg

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Distinguished Sage
Distinguished Sage
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Message 7 of 14

Re: BT Infinity

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can you post full stats from advanced settings then technical log information

your speed is low compared to estimated range on dslchecker

any line noise  dial 17070 option 2 should be silent and best with corded phone

are you using test socket with filter to see if that improves conenction



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russellmiddleton
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Message 8 of 14

Re: BT Infinity

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Product name: — BT Hub 6A
Serial number: — +084319+NQ73250370
Firmware version: — SG4B1000E016
Firmware updated: — 04-Jun-2019
Board version: — 1.0
Gui version: — 1.105.0
DSL uptime: — 2 Days, 18 Hours 2 Minutes 32 Seconds
Data rate: — 438 Kbps / 3.10 Mbps
Maximum data rate: — 443 / 5568
Noise margin: — 7.5 dB / 9.6 dB
Line attenuation: — 31 dB
Signal attenuation: — 0 dB / 31 dB
VPI / VCI: — 0/38
Modulation: — G_993_2_ANNEX_B
Latency type: — Fast Path
Data sent / received: — 513 MB Uploaded / 8013 MB Downloaded
Broadband username: — bthomehub@btbroadband.com
BT Wi-fi: — Active
2.4 GHz wireless network name: — BTHub6-735M
2.4 GHz wireless channel: — Smart (Channel 1)
5 GHz wireless network name: — BTHub6-735M
5 GHz wireless channel: — Smart (Channel 36)
Wireless security: — WPA2 (Recommended)
Wireless mode: — Mode 1
Firewall: — On
MAC address: — 58:90:43:0A:28:39
Software variant: - Boot loader: — 9.2.0

Line silent as tested with corded phone.

A fixed BT Master Socket with BT Telephone ADSL Filter Leaded Adapter.

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russellmiddleton
Aspiring Expert
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Message 9 of 14

Re: BT Infinity

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The good news is that the latest fault is again listed in the faulttracker as "You have told us that your fault was fixed" 14 Jun 2019 — I didn't.

Connection_fixed_question.jpg

And as you can see from the chart above, it doesn't look fixed to me.

 

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russellmiddleton
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Message 10 of 14

Re: BT Infinity

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And the decline continues:Graph1.jpg

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