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albassoul
Aspiring Contributor
337 Views
Message 1 of 13

Halved infinity 2

Hi All,

Suddenly my infinity 2 dropped to half after a healthy 75 down and 20 up.
Called and support logged a fault last evening; Openreach engineer came and changed a cable up the pole, he assured me it was fixed and left, and told me this is the best I can get.
Unfortunately is now worse:

1. Product Name: HomeHub5
2. Serial number: +076286+1615001524
3. Firmware version: v0.07.07.03230-BT (Type B) Last updated 7/6/2018
4. Board version: 01A
5. VDSL uptime: 0 days, 00:28:35
6. Data Rate: 13917 / 34771
7. Maximum Data Rate: 13917 / 40541
8. Noise Margin: 6.1 / 6.1
9. Line Attenuation: 22.1 / 17.3
10. Signal Attenuation: 0.0 / 0.0
11. Data sent/received: 80.3 MB / 153.4 MB
12. Broadband username: bthomehub@btbroadband.com
13. BT Wi-fi: No
14. 2.4GHz wireless network/SSID: A2
15. 2.4GHz wireless connections: Enabled (802.11 b/g/n (up to 300 Mb/s))
16. 2.4GHz wireless security: WPA2 Only (Recommended)
17. 2.4GHz wireless channel: 1
18. 5GHz wireless network/SSID: A5
19. 5GHz wireless connections: Enabled (802.11 a/n/ac (up to 1300 Mb/s))
20. 5GHz wireless security: WPA2 Only (Recommended)
21. 5GHz wireless channel: 100
22. Firewall: Default
23. MAC Address: d4:63:fe:9a:62:4e
24. Software variant: -
25. Boot loader: 0.5.1-BT (Wed Nov 12 11:52:05 2014)

After entering my tel no in Openreach website I get:


Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Handback Threshold(Mbps)

WBC FTTC Availability Date

WBC SOGEA Availability Date

Left in Jumper

High Low High Low
VDSL Range A (Clean) 77.4 55 20 17.4 47.3 Available Available --
VDSL Range B (Impacted) 67.7 43.2 20 12.1 35 Available Available --
Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

WBC FTTP Availability Date



FTTP on Demand 330 30 -- Available -- --
ADSL Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

Availability Date


Left in Jumper

WBC ADSL 2+ Up to 6 -- 4 to 8 Available -- --
ADSL Max Up to 5 -- 3.5 to 7.5 Available -- --
WBC Fixed Rate 2 -- -- Available -- --
Fixed Rate 2 -- -- Available -- --
Other Offerings




Availability Date



VDSL Multicast -- -- -- Available -- --
ADSL Multicast -- -- -- Available -- --
Premise environment

Status

Bridge Tap N
VRI N
NTEFaceplate N
Last Test Date 19-05-2018


I’m not sure if BT staff here can help please?
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12 REPLIES
Distinguished Sage
Distinguished Sage
334 Views
Message 2 of 13

Re: Halved infinity 2

are you using the test scocket with a filter to see if that helps?

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



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albassoul
Aspiring Contributor
328 Views
Message 3 of 13

Re: Halved infinity 2

I did, and also the fibre openereach engineer that left 30 mins ago did..
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Distinguished Sage
Distinguished Sage
307 Views
Message 4 of 13

Re: Halved infinity 2

There is nothing in information you have posted which suggests you will get speed within dslchecker estimate you need to get another engineer visit possibly boost engineer to see why you cannot get back to previous speed


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albassoul
Aspiring Contributor
294 Views
Message 5 of 13

Re: Halved infinity 2

Can customer support login and check my help desk details in homehub 5b?
I’m still on the phone with them and they want to book another engineer to come and verify my speeds as the failed one today cleared the job as fixed! They’re telling me they can’t login and see but the guy from last evening managed to..
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Distinguished Sage
Distinguished Sage
280 Views
Message 6 of 13

Re: Halved infinity 2

you are going to need another engineer visit and possibly best with boost engineer to see if can get speed back to where it was



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albassoul
Aspiring Contributor
265 Views
Message 7 of 13

Re: Halved infinity 2

I asked but he didn’t know what the boost engineer is..
He booked me one for Tuesday, if magically speed will come back by Monday I’ll cancel the booking.

Can a mod here maybe help me to make sure I get a boost engineer as advised please?
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Distinguished Sage
Distinguished Sage
245 Views
Message 8 of 13

Re: Halved infinity 2

I think you should wait until engineer has been and then post stats. Hopefully engineer will fix it



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albassoul
Aspiring Contributor
221 Views
Message 9 of 13

Re: Halved infinity 2

finally got confirmation engineer with boost addon will arrive on tuesday

took some snapshots to make things more easy to read. will repost again after engineers visit

 

bt wholesale speedtest.JPGbtspeedtest.JPGhelpdesk.JPGInkeddslcheckJPG_LI.jpg

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albassoul
Aspiring Contributor
139 Views
Message 10 of 13

Re: Halved infinity 2

Just a quick update,

Boost Engineer showed up today instead of tomorrow, he traced the fault outside my property and changed some cables, took him 3 hours in total, very pleased with him.

When he finished he got me synced at around 72 meg, however after he cleared the fault he also had to reset DLM and im now synced at 62 and practically getting 57-58 in speed tests.

im uploading some screenshots sync before and after DLM reset after he finished working and also details from helpdesk in my homehub:

helpdesk.JPGsync.JPG

do u think i will get better speeds hopefully? also noticed my ping sits at 20's when before i had 7-8 ms

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