Broadband issue

[neilt1]

Since the Chat desk limits you to 240 words, I am posting this here.  

I am writing to express extreme frustration with the performance of the internet at our house..
As you can see, I am a long-term BT customer and have the Infinity 2 package, which should give us the best internet experience.  Unfortunately, this is not the case and my son, who is a keen gamer, complains every day about the performance  - he gets thrown out of games because of spikes where the ping can rise as high as 3000.   Our NOWTv package is also affected at times, with occasional buffering of even low-content programmes.   My son also reports that the spikes do not seem to be related to times of day,

We have the latest BT Smart Hub - indeed, you replaced it after we complained about the performance of the last one.   My son's room has the master phone socket in it and he is connected to the router via an Ethernet cable, so he should be getting the best performance possible.   Our basic Download sync speed is 185 Mbps and Upoload is 1.37 which is tolerable if scarcely exciting, but his issue is with the spikes in upload which, as mentioned, result in frequent swearing at his screen and occasional sorties from his room to beg me to sort out the bl***y internet.  We try to avoid turning the router off as we know the issues this can cause with the system: it has currentle been on uninterrupted for 12 days.

I should mention that we have a lot of devices between the four of us but obviously there is a limit to how many of them are working at any one time. 

To give you an idea of where we are, Virgin have installed fibre optic up to the edge of our property and my son sent me an e-mail at 01.45 this morning because he had been on uSwitch and found a Virgin Media VIVID 200 Unlimited Ultrafast Fibre Broadband and Phone package.  We are very committed to BT at the moment, with the landline, Cloud storage, BT Sport, a BT E-mail address and two BT Mobile contracts, so moving would be a real pain - however, it is becoming a serious option.

I am very keen to hear whether you think we should be getting a better performance than we are and how we could achieve this.   My post code is in the BN7 1 area, I'm not sure whether this is the place to put more information than that.

[imjolly]

this is a customer help customer forum and your post does not go to BT although forum is moderated by BT employees not all posts are read

can you enter your phone number and post results  remember delete number but leave rest  http://dslchecker.bt.com/adsl/adslchecker.welcome

can you post hub stats from hh6 - advanced settings then technical log

can you try quiet line test  dial 17070 option 2 should be quiet and best with corded phone

have you tried connecting to test socket to see if that improves your connection by eliminating your internal wiring

[Starwire2000]

185mbps on Infinity 2.

There’s your fault, you should only be getting a Max Sync Rate of 80mbps and a throughout of about 76mbps.

[neilt1]

I'm really sorry for the basic error - I meant 18.5 Mbps. I don't know where the decimal point went

[neilt1]

Thank you for your reply.   I appreciate that this is not BT and that some of my wording was lifted from an e-mail that I had written but was unable to send because BT doesn't like e-mails and prefers chat as long as it's less than 240 words long.

I will do what you ask later on today and I appreciate the help.   Please note that I made a schoolboy error in the text and that the Download sync is 18.5 Mbps, not 185.  

Thanks

Neil

[neilt1]

I hope this is intelligible

Version:1.0 StartHTML:000000226 EndHTML:000016552 StartFragment:000000473 EndFragment:000016504 StartSelection:000000538 EndSelection:000016494 SourceURL:http://dslchecker.bt.com/adsl/ADSLChecker.TelephoneNumberOutput BT Broadband

on Exchange LEWES is served by Cabinet 3Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Handback Threshold(Mbps)WBC FTTC Availability DateWBC SOGEA Availability DateLeft in Jumper  High Low High Low        Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)WBC FTTP Availability Date   ADSL ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)Availability Date Left in JumperOther Offerings     Availability Date   Premise environmentStatus VDSL Range A (Clean) 31.3 21.2 5.3 3.2 18 Available Available --   VDSL Range B (Impacted) 23.4 11 5 1.5 7.9 Available Available --   FTTP on Demand 330 30 -- Available -- --   WBC ADSL 2+ Up to 7 -- 6 to 8 Available -- --   WBC ADSL 2+ Annex M Up to 7 Up to 1 6 to 8 Available -- --   ADSL Max Up to 4.5 -- 3 to 7.5 Available -- --   WBC Fixed Rate 2 -- -- Available -- --   Fixed Rate 2 -- -- Available -- --   VDSL Multicast -- -- -- Available -- --   ADSL Multicast -- -- -- Available -- --   Bridge Tap N             VRI N             NTEFaceplate N             Last Test Date 28-02-2018

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage. This line is on a Market B Exchange. For VDSL or G.fast Ranges A and B, the term "Clean" relates to a line which is free from any wiring issues (e.g. Bridge Taps) and/or Copper line conditions, and the term "Impacted" relates to a line which may have wiring issues (e.g. Bridge Taps) and/or Copper line conditions. In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values. Throughput/download speeds will be less than line rates and can be affected by a number of factors within and external to BT's network, Communication Providers' networks and within customer premises. The Stop Sale date for Datastream is from 30-Jun-2012; the Formal Retirement date for Datastream is from 30-Jun-2014. The Stop Sale date for IPstream is from 30-Nov-2012; the Formal Retirement date for IPstream is from 30-Jun-2014. If the End User wishes to migrate from their current Broadband supplier they will need to contact the Broadband supplier they want to take service from to arrange for the service to be migrated. Please note that postcode and address check results are indicative only. Most accurate results can be obtained from a telephone number, NAD, UPRN or Access Line ID (ALID) check. Note: If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service. Thank you for your interest.

[imjolly]

from the dslchecker results your speed range the line can handle is 31/21mb so you can't get the infinity 1 max never mind the infinity 2 level

[neilt1]

Thank you.   So does this mean that the behaviour we are experiencing is to be expected or should I still do the other tests that you recommended?

[pippincp]

If you post the connection stats from the hub we can see if there is a potential  problem with your connection.

[neilt1]

Thank you pippincp

Is this what you mean or do you want the Event Log?

Product name:

BT Hub 6A

Serial number:

+084319+NQ73008039

Firmware version:

SG4B1000B522

Firmware updated:

10-Jan-2018

Board version:

1.0

Gui version:

1.64.0

DSL uptime:

12 Days, 18 Hours 31 Minutes 47 Seconds

Data rate:

1.37 Mbps / 18.51 Mbps

Maximum data rate:

1320 / 18462

Noise margin:

6 dB / 5.9 dB

Line attenuation:

28.9 dB

Signal attenuation:

VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

15011 MB Uploaded / 451635 MB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Active

2.4 GHz wireless network name:

BTHub6-7QX9

2.4 GHz wireless channel:

Smart (Channel 1)

5 GHz wireless network name:

BTHub6-7QX9

5 GHz wireless channel:

Smart (Channel 36)

Wireless security:

WPA2 (Recommended)

Wireless mode:

Mode 1

Firewall:

On

MAC address:

B8:D9:4D:59:16:2D

Software variant:

-

Boot loader:

7.33.1