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DJMuir
Aspiring Contributor
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Message 1 of 16

BT New Install Slow Speeds

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Hi Everyone, 

 

I had BT Infinity 2 installed today. When the engineer was here, and I done a speed test, I was recieving a download speed of approx 50Mb and upload of 18Mb. 

 

After a few hours, I tried a speed test again, and the download speed has dropped significantly.

 

On the Hub 5, the settings are (note, this is restarted).

 

VDSL Line Status
Connection Information
Line state:Connected
Connection time:0 days, 00:17:55
Downstream:18.16 Mbps
Upstream:18.5 Mbps

 

I have completed the speed test here:

 

http://speedtest.btwholesale.com/

 

Results:

 

Download Speed: 3.90

Upload Speed: 12.30
Latency: 100.38

 

I have attempted to run the diagnostic tests, however, I recieve the following message:

1. Best Effort Test: 

Download Speed : 3.9 Mbps

2. Upstream Test: 

Upload Speed : 12.3 Mbps

 

Your speed test has completed and the results are shown above, however during the test an error occurred while trying to retrieve additional details regarding your service. As a result we are unable to determine if the speed you received during the test is acceptable for your service. Please re-run the test if you require this additional information.

 

Can someone point me in the right direction please?

 

Thanks in advance,

David

 

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Distinguished Sage
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Message 2 of 16

Re: BT New Install Slow Speeds

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Your speeds will fluctuate for the first few days then they should settle down.

 

Do not keep restarting your Homehub as that will cause problems which will result in DLM (Dynamic Line Management) to lower your speed to try and maintain a stable connection.

 

If your speeds don't improve after three days post back to see what can be done.

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Highlighted
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Message 3 of 16

Re: BT New Install Slow Speeds

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Can you post your line stats from Troubleshooting, Helpdesk on the HH5 web interface? Lines 1-13 should be enough
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DJMuir
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Message 4 of 16

Re: BT New Install Slow Speeds

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1. Product name:BT Home Hub
2. Serial number:+068343+NQ41000841
3. Firmware version:Software version 4.7.5.1.83.8.173.1.6 (Type A) Last updated Unknown
4. Board version:BT Hub 5A
5. VDSL uptime:0 days, 00:30:05
6. Data rate:18947 / 18595
7. Maximum data rate:18613 / 18670
8. Noise margin:6.9 / 6.1
9. Line attenuation:0.0 / 11.9
10. Signal attenuation:0.0 / 4.6
11. Data sent/received:40.5 MB / 178.7 MB
12. Broadband username:bthomehub@btbroadband.com
13. BT Wi-fi:No
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Distinguished Expert
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Message 5 of 16

Re: BT New Install Slow Speeds

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You must have severe instability for DLM to act in the first 24 hours. I suspect you have suffered a botched install 😞
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DJMuir
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Message 6 of 16

Re: BT New Install Slow Speeds

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So a week in, here is an update:


1. Best Effort Test: 

Download Speed : 4.61 Mbps

2. Upstream Test: 

Upload Speed : 11.64 Mbps

Mornings I am getting anything between 20Mbps and 40Mbps but evenings as per above.

 

Here are the top 13 lines as previously request...

 

1. Product name:BT Home Hub
2. Serial number:+068343+NQ41000841
3. Firmware version:Software version 4.7.5.1.83.8.173.1.6 (Type A) Last updated Unknown
4. Board version:BT Hub 5A
5. VDSL uptime:0 days, 11:04:01
6. Data rate:19999 / 79995
7. Maximum data rate:23190 / 82716
8. Noise margin:14.7 / 7.5
9. Line attenuation:0.0 / 11.9
10. Signal attenuation:0.0 / 11.9
11. Data sent/received:520.3 MB / 1.9 GB
12. Broadband username:bthomehub@btbroadband.com
13. BT Wi-fi:No

 

Simply, 4Mbps download speed is just unacceptable.

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Distinguished Sage
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Message 7 of 16

Re: BT New Install Slow Speeds

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Looks like you have either had a bad install or there are problems with your line. You will need to contact BT and report a fault. Tell them that it has been like that from day one and that you want an engineer out to investigate. They will no doubt want to go through a few tests with you but eventually they will get to the part of their script to send an engineer.

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DJMuir
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Message 8 of 16

Re: BT New Install Slow Speeds

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Short update.

 

Spoke with BT and after some standard checking (of things that I had already tried), the have informed me that there is a fault on the line and that I will recieve a call tomorrow. Fingers crossed.

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DJMuir
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Message 9 of 16

Re: BT New Install Slow Speeds

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So 2nd line support called me today. And done another line test. Apparently they tell me nothing is wrong with the line. Why did 1st line tell me there was an issue and now 2nd line tell me there isn't. 

 

They are now sending an engineer, to which I've been told I will be charged £129.99 if there is a problem in the house. 

 

Is that likely if I get 40Mb in the morning and only 2Mb in the evening?

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Distinguished Sage
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Message 10 of 16

Re: BT New Install Slow Speeds

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They always warn of the £130 fee so that if the problem is your computer or something that has nothing to do with BT you don't get a shock when they charge you. It is the install that is the problem so you will not be charged.

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