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Dax1
Beginner
724 Views
Message 1 of 19

Drastic drop in speed - BT Infinity 2

For 10 day now, I have experienced a drastic drop in speed on all devices - two Macbook Pro laptops and two android phones.

 

I have run speed tests and availability tests whilst connected to the Home Hub 3 by ethernet, but have not rebooted any equipment as other threads on these boards indicate that this is likely to make things worse. Page load/refresh takes ages or hangs and streaming video, even short low-res youtubes either won't load or are choppy.  

 

Speed tests have varied between 18Mbps and 38 Mbps download speed and 2.5 to 8.5 Mbps Upload speed.

 

Test results as follows - can anyone shed any light on this?  I emailed BT 36 hours ago and have recieved no response and past experience tells me I will get a scripted call from someone with no technical knowledge anyway

 

Any help is gratefully appreciated

 

Screen Shot 2014-08-06 at 03.14.21.png

 

 

Screen Shot 2014-08-06 at 03.11.48.png

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18 REPLIES 18
shirts
Recognised Expert
720 Views
Message 2 of 19

Re: Drastic drop in speed - BT Infinity 2

Good morning Dax1 and welcome to the forum.......

 

Can you carry out the "quiet line" test ? Using a corded phone plugged into the test socket on the master socket, dial 17070 and choose option 2. There should be no crackles, popping, buzzing, etc, in fact, it should be quiet........

 

Can you post the stats from your homehub ?

If you found this post helpful, then please click the star on the left, after all, I'm only trying to help........Smiley Wink
Dax1
Beginner
715 Views
Message 3 of 19

Re: Drastic drop in speed - BT Infinity 2

Hi, thanks for the reply.  I've done the quiet test now and the line is totally silent

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Dax1
Beginner
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Message 4 of 19

Re: Drastic drop in speed - BT Infinity 2

Oh, and can you tell me where to find the stats from the home hub? It's a Home Hub 3. I'm using a Macbook Pro
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shirts
Recognised Expert
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Message 5 of 19

Re: Drastic drop in speed - BT Infinity 2

If I remember rightly, the stats are available from the "helpdesk" tab after you have logged into the hub.

 

How long have you had infinity, and was it an Openreach engineer who installed it, or a sub-contractor ?

If you found this post helpful, then please click the star on the left, after all, I'm only trying to help........Smiley Wink
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Dax1
Beginner
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Message 6 of 19

Re: Drastic drop in speed - BT Infinity 2

Got it!

 

Screen Shot 2014-08-06 at 04.10.31.png

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shirts
Recognised Expert
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Message 7 of 19

Re: Drastic drop in speed - BT Infinity 2

Can you go into the logs on the homehub and show the few lines when the hub last synced with the exchange. This should give the SNR figures.......

If you found this post helpful, then please click the star on the left, after all, I'm only trying to help........Smiley Wink
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Dax1
Beginner
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Message 8 of 19

Re: Drastic drop in speed - BT Infinity 2

I hope this is the right thing 

 

Screen Shot 2014-08-06 at 04.21.48.png

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Dax1
Beginner
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Message 9 of 19

Re: Drastic drop in speed - BT Infinity 2

The activity for the last hour looks like this

 

Screen Shot 2014-08-06 at 04.29.53.png

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Distinguished Sage
Distinguished Sage
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Message 10 of 19

Re: Drastic drop in speed - BT Infinity 2

you could use routerstats with the hh3 which will give you more stats information than you currently have.  it's free and you can keep a record of your noise margin or conenction speed

 

edit 

 

as ray has already said the modem holds the stats so routerstats won't help - forgot fibre and not adsl - to early



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