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thempstead
Beginner
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Message 1 of 9

How do you get BT to actually sort out a problem?

Have had Infinity 2 for many years and it has run stablely at ~68Mbps down ~12Mbps up all that time.

 

Over the last 3-4 days I have been having issues though

1. When talking to people on my landline I hear static when they talk but they hear me fine with no issues.

2. My broadband speed seems to have dropped to ~34Mbps down ~0.4Mbps up

 

Trying to raise a ticket the auto line test comes back ok (despite 1) and for 2 they just talk about changing wifi channels on a home hub (when I have already stated that I am connected over wired rather than wifi).

 

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Distinguished Sage
Distinguished Sage
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Message 2 of 9

Re: How do you get BT to actually sort out a problem?

If you have noise on your phone you need to report a phone fault not a broadband fault. Once the phone fault is fixed your broadband will improve.

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thempstead
Beginner
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Message 3 of 9

Re: How do you get BT to actually sort out a problem?

Issue with that is that the automatic line test comes back with no fault found ...

 

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Distinguished Sage
Distinguished Sage
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Message 4 of 9

Re: How do you get BT to actually sort out a problem?


@thempstead wrote:

Issue with that is that the automatic line test comes back with no fault found ...

 


The line test cannot detect that type of fault unless there is an actual battery or earth fault on the line.

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Distinguished Sage
Distinguished Sage
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Message 5 of 9

Re: How do you get BT to actually sort out a problem?

have you checked that the noise still exists if you try the test socket with a filter?  if the problem causing the static phone interference is due to an internal problem then you will probably be charged £85 for engineer callout.  so test first before phoning 151 and reporting phone fault



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Sage
Sage
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Message 6 of 9

Re: How do you get BT to actually sort out a problem?

Just  in case you don't know. 17070 option2 for the quiet line test.

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thempstead
Beginner
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Message 7 of 9

Re: How do you get BT to actually sort out a problem?

Ok, ... I still get noise if I'm using the test socket and I can hear noise on the line if I do that quiet line test.

 

Looking at the openreach modem some of the reported stats are a bit odd ...

Downstream shows an a rate which seems normal with a SNR of 20 and a line attenuation of 12.4

Upstream looks bad with an attainable rate of <1MB, a SNR of 0 (zero) and a line attenuation of 10.5

The upstream is also showing vast numbers of HEC errors (as in a ten-digit numbers worth).

 

Note that the cable to the modem is hard wired into the master socket and was installed by BT when I originally got Infinity in this property

 

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thempstead
Beginner
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Message 8 of 9

Re: How do you get BT to actually sort out a problem?

ok, according to Google the gui stats are probably wrong ...

 

# xdslcmd info --stats
xdslcmd: ADSL driver and PHY status
Status: Showtime
Retrain Reason: 1
Last initialization procedure status: 0
Max: Upstream rate = 985 Kbps, Downstream rate = 67188 Kbps
Bearer: 0, Upstream rate = 953 Kbps, Downstream rate = 63025 Kbps
Bearer: 1, Upstream rate = 0 Kbps, Downstream rate = 0 Kbps
Link Power State: L0
Mode: VDSL2 Annex B
VDSL2 Profile: Profile 17a
TPS-TC: PTM Mode(0x0)
Trellis: U:ON /D:ON
Line Status: No Defect
Training Status: Showtime
Down Up
SNR (dB): 4.8 8.6
Attn(dB): 20.0 0.0
Pwr(dBm): 12.4 10.5

 

So whys the upstream rate gone through the floor ...?

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Distinguished Sage
Distinguished Sage
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Message 9 of 9

Re: How do you get BT to actually sort out a problem?

Just report the noisy line fault and get it fixed.