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jollysvn
Newbie
215 Views
Message 1 of 10

Broadband halved, halved and halved again

I have a long running issue with my broadband and have had probably 6 engineer visits this year.

We are currently getting 8mb download and paying for the maximum we can get.

Today's engineer tells me the speed is being halved out of the cabinet,  it reaches our street after that half to give 30 but drops to 20 as it comes into the house.  Out of the modem it's 8mb.  He says we may need a new fibre cable, us and everyone else in that cabinet I guess.   I am beyond desperate for a solution.   Does anyone have experience of this kind of issue please?

 

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9 REPLIES 9
Sage
Sage
200 Views
Message 2 of 10

Re: Broadband halved, halved and halved again

Could you post the connection stats from the hub.

HH6 Advanced settings/technical log/information.

HH5 Troubleshooting/helpdesk.

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jollysvn
Newbie
196 Views
Message 3 of 10

Re: Broadband halved, halved and halved again

Product nameBT Smart Hub 2  
Serial number1.9E+09   
Fireware versionv0.13.03.02221-BT (Fri Feb 22 19:56:36 2019)
Board versionR01   
GUI version1.55 12_12_2018  
DSL uptime0 days 2 Hours 46 Mins 15 Secs 
Data rate4.8 Mbps / 10.7 Mbps 
Maximum Data rate4.8 Mbps / 33.1 Mbps 
Noise margin8.9/25.4   
Line attenuation16.7/26.4   
Signal attenuation15.0/34.5   
VLAN id101   
Upstream error controlOff   
Downstream error controlOff   
Data sent / received240.9 MB Uploaded / 1.5 GB Downloaded
Broadband usernamebthomehub@btbroadband.com
BT Wi-FiActive   
2.4 GHz wireless network nameBT-J6A256  
2.4 GHz wireless channelSmart (Channel11)  
5 GHz wireless network nameBT-J6A256  
5 GHz wireless channelSmart (Channel36)  
Wireless SecurityWPA2 (Recommanded) 
Wireless modeMode 1   
FirewallOn   
MAC address78:DD:12:D2:A6:E8  
Software variant-   
Boot loader 0.1.7-BT (Thu Nov 30 09:45:22 2017)
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Distinguished Sage
Distinguished Sage
192 Views
Message 4 of 10

Re: Broadband halved, halved and halved again

Engineer was talking total nonsense and has failed to fix your line problem. You need to get another engineer visit

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jollysvn
Newbie
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Message 5 of 10

Re: Broadband halved, halved and halved again

well he didn't claim to have fixed it. He was here all day, well here, at the junction in the road outside and at the cabinet.
It's being referred to a 'specialist' to look at the fibre but I can't believe anyone else is putting up with this same speed.
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Distinguished Sage
Distinguished Sage
180 Views
Message 6 of 10

Re: Broadband halved, halved and halved again

It's nothing to do with the fibre, it's the copper pair to your house causing the problem. Is there any noise on your line when you carry out a quiet line test on 17070

jollysvn
Newbie
176 Views
Message 7 of 10

Re: Broadband halved, halved and halved again

no, no sound or interference at the moment. there normally is on calls. That did improve after the previous visit but is clicky again now.
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Distinguished Sage
Distinguished Sage
172 Views
Message 8 of 10

Re: Broadband halved, halved and halved again

Until the noise problem is fixed your speed won't improve.

jollysvn
Newbie
169 Views
Message 9 of 10

Re: Broadband halved, halved and halved again

ok, thank you very much. When I have the physical strength to phone them again I will ask them to look at it.
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Moderator
Moderator
157 Views
Message 10 of 10

Re: Broadband halved, halved and halved again

Hi @jollysvn,

Welcome to the community and thank you for posting. I'm sorry to read about the problems you have with your connection. If you can hear clicking when using the phone, then this would indicate a fault with the telephone service. 

This would definitely have an impact on the Broadband side of your service. If you send me in your details, I'll be able to take a look at what is happening with that fault. 

I have sent you a private message with instructions on how to contact me. You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks

PaddyB