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mrt1981
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Message 1 of 26

Download speed dropped to a quarter of my "minimum" speed. Speed checker says my speed is "good"

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Hi, I've been having connection issues since around xmas time, with frequent dropouts happening, usually in the evening. I've now atemped to raise a few faults and they've been a mixed bag - often the diagnostics say there is no issue with the line despite me having no connection (orange hub), a couple of times it came up with an external fault in the phone line which has then been "resolved". The most recent time this happened was the 10th, at which point I noticed my dowload speed was 8Mbps and upload 9Mbps once the connection returned (they could have been lower for longer, I just happened to run speed tests at this point). For reference, when I signed up my maximum speed was estimated to be around 56Mbps (I believe, it was 2 years ago so I could be wrong)  and the minimum about 40Mbps. Checking again just now and it says I should get 47-67Mbps with a minimum of 41Mbps. Previously my speed test results have been generally 40+Mbps.

Since Sunday my connection has been no higher than 10-11Mbps whenever I've checked, yet the BT speed checker says this is fine and my connection to the network is "good", despite this being a quarter of my "minimum" speed of 41Mbps. I've just had a call from BT saying my latest fault has been fixed and the fault is now closed, however I just ran the speed test again and got 10.7Mbps

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Distinguished Sage
Distinguished Sage
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Message 2 of 26

Re: Download speed dropped to a quarter of my "minimum" speed. Speed checker says my speed

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can you post stats from router  if hh6 then advanced settings then technical log information   if hh5 then troubleshooting then helpdesk

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

can you post results from dslchecker?



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mrt1981
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Message 3 of 26

Re: Download speed dropped to a quarter of my "minimum" speed. Speed checker says my speed

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Hi, I'm at work at the moment so will have to do the router stats and quiet line test later, but here's the dsl checker results:

dslchecker.PNG

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mrt1981
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Message 4 of 26

Re: Download speed dropped to a quarter of my "minimum" speed. Speed checker says my speed

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Product name: BT Hub 6A
Serial number: +084316+NQ64506849
Firmware version: SG4B1000B540
Firmware updated: 26-May-2018
Board version: 1.0
Gui version: 1.64.0
DSL uptime: 0 Days, 3 Hours 27 Minutes 42 Seconds
Data rate: 10.00 Mbps / 11.40 Mbps
Maximum data rate: 11409 / 31935
Noise margin: 6.6 dB / 19.6 dB
Line attenuation: 20.7 dB
Signal attenuation:
VPI / VCI: 0/38
Modulation: G_993_2_ANNEX_B
Latency type: Fast Path
Data sent / received: 63 MB Uploaded / 307 MB Downloaded
Broadband username: bthomehub@btbroadband.com
BT Wi-fi: Active
2.4 GHz wireless network name: BTHub6-9GW7
2.4 GHz wireless channel: Smart (Channel 11)
5 GHz wireless network name: BTHub6-9GW7
5 GHz wireless channel: Smart (Channel 36)
Wireless security: WPA2 (Recommended)
Wireless mode: Mode 1
Firewall: On
MAC address: 24:20:C7:60:C7:B7
Software variant: -
Boot loader: 7.33.1
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mrt1981
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Message 5 of 26

Re: Download speed dropped to a quarter of my "minimum" speed. Speed checker says my speed

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Quiet line test is completely silent
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Distinguished Sage
Distinguished Sage
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Message 6 of 26

Re: Download speed dropped to a quarter of my "minimum" speed. Speed checker says my speed

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Your connection time is very short. Is that due to router dropping connection or manual reset?

have you tried connecting to test socket with a filter to see if that improves stability by eliminating master socket faceplate and internal wiring from causing problems. This applies even if you have a filtered master socket

your vey high noise margin suggest many resets/drops in connection and unstable line



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mrt1981
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Message 7 of 26

Re: Download speed dropped to a quarter of my "minimum" speed. Speed checker says my speed

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Hi, the short connection time would have probably been from when I ran a diagnostic from work and it said it would refresh the connection I think.

The connection drops/unstable line makes sense as that's pretty much what I've been observing, however the faults I reported came back as fixed, in the most recent case I got on to the web chat and they said they found a line fault but then they called me this morning to say they couldn't find a fault and closed the ticket.

Just plugged in to the test socket and got this:

Product name: BT Hub 6A
Serial number: +084316+NQ64506849
Firmware version: SG4B1000B540
Firmware updated: 26-May-2018
Board version: 1.0
Gui version: 1.64.0
DSL uptime: 0 Days, 0 Hours 4 Minutes 32 Seconds
Data rate: 10.00 Mbps / 11.40 Mbps
Maximum data rate: 15425 / 36654
Noise margin: 9.8 dB / 21.1 dB
Line attenuation: 19.6 dB
Signal attenuation:
VPI / VCI: 0/38
Modulation: G_993_2_ANNEX_B
Latency type: Fast Path
Data sent / received: 8204 MB Uploaded / 8200 MB Downloaded
Broadband username: bthomehub@btbroadband.com
BT Wi-fi: Active
2.4 GHz wireless network name: BTHub6-9GW7
2.4 GHz wireless channel: Smart (Channel 11)
5 GHz wireless network name: BTHub6-9GW7
5 GHz wireless channel: Smart (Channel 36)
Wireless security: WPA2 (Recommended)
Wireless mode: Mode 1
Firewall: On
MAC address: 24:20:C7:60:C7:B7
Software variant: -
Boot loader: 7.33.1
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mrt1981
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Message 8 of 26

Re: Download speed dropped to a quarter of my "minimum" speed. Speed checker says my speed

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Still getting 10.7Mb from the diagnostic speed checker
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mrt1981
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Message 9 of 26

Re: Download speed dropped to a quarter of my "minimum" speed. Speed checker says my speed

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No drops for the last couple of days, but still stuck at 10.7Mbps.

Makes me wonder how long I've stuck getting a quarter of the speed I was promised (and indeed used to get).

 

Edit:

Well look at that, just ran another diagnostic choosing the "slow broadband" option this time and once again "we've found an external fault" and it's opened a new ticket. Clearly there is a problem that is NOT getting fixed when they close the tickets...

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Sage
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Message 10 of 26

Re: Download speed dropped to a quarter of my "minimum" speed. Speed checker says my speed

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It'll take longer than a couple of days for DLM to relent.

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