cancel
Showing results for 
Search instead for 
Did you mean: 
AdamDZ4M
Aspiring Contributor
1,822 Views
Message 1 of 10

Infinity 2 + Home Hub 5 - lost 30% of upload speed since install (Mod help appreciated)

Go to solution

Hi Moderators/Gurus,

 

I have been reading these helpful forums for a while since joining BT late January 2014.  I opted for a full BT package with TV/Phone and Infinity 2 and would very much appreciate some help from a moderator in solving the following problem.

 

I have been experiencing a loss in speeds (particularly upload), connection pauses, HH5 reboots and failed TV recordings (possibly related to the aforementioned).  The previous owner of the house already had FTTC infinity 2 using the openreach modem so my installer literally pluged in the Home hub 5 and TV box and turned it on; no checks of the wiring into the master socket or line/speed tests were perfomed so I now worry that there may be a fault or degradation in the ciruit or cabinet which was not noticed and which may now cost me to investigate.  The previous home owner claimed very fast speeds were possible using the openreach modem they forgot to take with them.

 

Initially the Home hub 5 rebooted a lot and speeds slowly crept up peaking at at ~ 11kbit up/57kbit down with noise ratios ~6 in late feb 2014.

 

I had to do some decorating in the study which meant turning off the home hub 5 for a day in August, upon reconnection this took ~15% of my down and upload speed and DLM has never sought to increase it back to the previous peak levels attaining a new maximum of 10k/52k with noise ratio ~6.  The modem was shut down carefully to avoid triggering DLM.

 

Today I have come home from a two week vactation and was uploading some photos, the speed seemed slow.  I was (and not in a good way) suprised to see my speed has been substantially reduced in my abscence.  The modem has been powered up and nobody has touched it; my hunch is something could have happened with the circuit or cabinet for such a sudden change, perhaps new connections or crosstalk (the drop in upload speed is 30% lower than what the line previously could support).  I also note that somebody (BT?) has added another wifi network which wasn't there before I went away BT-Wifi X - whats that then?

 

Hopefully you can help me to investigate and resolve the problem as my speeds are not the best anway considering what infinity 2 could potentially offer.

0 Ratings
Reply
9 REPLIES 9
AdamDZ4M
Aspiring Contributor
1,821 Views
Message 2 of 10

Re: Infinity 2 + Home Hub 5 - lost 30% of upload speed since install (Mod help appreciated)

Go to solution

Here are two previous dumps from the modem.

 

Todays log.

 

1. Product name:

BT Home Hub
2. Serial number:+068343+NQ34933752
3. Firmware version:Software version 4.7.5.1.83.8.173.1.6 (Type A) Last updated 24/04/14
4. Board version:BT Hub 5A
5. VDSL uptime:0 days, 13:34:48
6. Data rate:8985 / 51504
7. Maximum data rate:7847 / 50781
8. Noise margin:6.0 / 5.7
9. Line attenuation:0.0 / 19.3
10. Signal attenuation:0.0 / 17.8
11. Data sent/received:805.8 MB / 553.9 MB
12. Broadband username:bthomehub@btbroadband.com
13. BT Wi-fi:Yes
14. 2.4 GHz Wireless network/SSID:BTHub5-C3ZF
15. 2.4 GHz Wireless connections:Enabled (802.11 b/g/n (up to 300 Mb/s)) 20/40 MHz, WPS enabled
16. 2.4 GHz Wireless security:WPA2
17. 2.4 GHz Wireless channel:1
18. 2.4 GHz Wireless network/SSID:BTWifi-with-FON
19. 2.4 GHz Wireless connections:Enabled (802.11 b/g/n (up to 300 Mb/s)) 20/40 MHz, WPS disabled
20. 2.4 GHz Wireless security:None
21. 2.4 GHz Wireless channel:1
22. 2.4 GHz Wireless network/SSID: 
23. 2.4 GHz Wireless connections:Disabled
24. 2.4 GHz Wireless security:None
25. 2.4 GHz Wireless channel:1
26. 2.4 GHz Wireless network/SSID:BTWifi-X
27. 2.4 GHz Wireless connections:Enabled (802.11 b/g/n (up to 300 Mb/s)) 20/40 MHz, WPS disabled
28. 2.4 GHz Wireless security:WPA and WPA2
29. 2.4 GHz Wireless channel:1
30. 2.4 GHz Wireless network/SSID: 
31. 2.4 GHz Wireless connections:Disabled
32. 2.4 GHz Wireless security:None
33. 2.4 GHz Wireless channel:1
34. 5 GHz Wireless network/SSID:BTHub5-C3ZF.5
35. 5 GHz Wireless connections:Enabled (802.11 a/n/ac (up to 1300 Mb/s)) 80 MHz, WPS enabled
36. 5 GHz Wireless security:WPA2
37. 5 GHz Wireless channel:36
38. 5 GHz Wireless network/SSID:BTWifi-with-FON
39. 5 GHz Wireless connections:Enabled (802.11 a/n/ac (up to 1300 Mb/s)) 80 MHz, WPS disabled
40. 5 GHz Wireless security:None
41. 5 GHz Wireless channel:36
42. 5 GHz Wireless network/SSID: 
43. 5 GHz Wireless connections:Disabled
44. 5 GHz Wireless security:None
45. 5 GHz Wireless channel:36
46. 5 GHz Wireless network/SSID:BTWifi-X
47. 5 GHz Wireless connections:Enabled (802.11 a/n/ac (up to 1300 Mb/s)) 80 MHz, WPS disabled
48. 5 GHz Wireless security:WPA and WPA2
49. 5 GHz Wireless channel:36
50. 5 GHz Wireless network/SSID: 
51. 5 GHz Wireless connections:Disabled
52. 5 GHz Wireless security:None
53. 5 GHz Wireless channel:36
54. Firewall:Default
55. MAC Address:18:62:2c:74:d9:36
56. Software variant:-
57. Boot loader:-

 

A previous log I had saved from 28th July (started to learn about DLM).

 

1. Product name:BT Home Hub
2. Serial number:+068343+NQ34933752
3. Firmware version:Software version 4.7.5.1.83.8.173.1.6 (Type A) Last updated 24/04/14
4. Board version:BT Hub 5A
5. VDSL uptime:1 days, 23:41:33
6. Data rate:10771 / 55421
7. Maximum data rate:10976 / 55372
8. Noise margin:6.3 / 6.2
9. Line attenuation:0.0 / 19.5
10. Signal attenuation:0.0 / 19.1
11. Data sent/received:929.7 MB / 15.9 MB
12. Broadband username:bthomehub@btbroadband.com
13. BT Wi-fi:Yes
14. 2.4 GHz Wireless network/SSID:BTHub5-C3ZF
15. 2.4 GHz Wireless connections:Enabled (802.11 b/g/n (up to 300 Mb/s)) 20/40 MHz, WPS enabled
16. 2.4 GHz Wireless security:WPA2
17. 2.4 GHz Wireless channel:1
18. 2.4 GHz Wireless network/SSID:BTWiFi-with-FON
19. 2.4 GHz Wireless connections:Enabled (802.11 b/g/n (up to 300 Mb/s)) 20/40 MHz, WPS disabled
20. 2.4 GHz Wireless security:None
21. 2.4 GHz Wireless channel:1
22. 2.4 GHz Wireless network/SSID: 
23. 2.4 GHz Wireless connections:Enabled (802.11 b/g/n (up to 300 Mb/s)) 20/40 MHz, WPS disabled
24. 2.4 GHz Wireless security:None
25. 2.4 GHz Wireless channel:1
26. 2.4 GHz Wireless network/SSID:Auto-BTWiFi
27. 2.4 GHz Wireless connections:Disabled
28. 2.4 GHz Wireless security:None
29. 2.4 GHz Wireless channel:1
30. 2.4 GHz Wireless network/SSID: 
31. 2.4 GHz Wireless connections:Disabled
32. 2.4 GHz Wireless security:None
33. 2.4 GHz Wireless channel:1
34. 5 GHz Wireless network/SSID:BTHub5-C3ZF.5
35. 5 GHz Wireless connections:Enabled (802.11 a/n/ac (up to 1300 Mb/s)) 80 MHz, WPS enabled
36. 5 GHz Wireless security:WPA2
37. 5 GHz Wireless channel:36
38. 5 GHz Wireless network/SSID:BTWiFi-with-FON
39. 5 GHz Wireless connections:Enabled (802.11 a/n/ac (up to 1300 Mb/s)) 80 MHz, WPS disabled
40. 5 GHz Wireless security:None
41. 5 GHz Wireless channel:36
42. 5 GHz Wireless network/SSID: 
43. 5 GHz Wireless connections:Enabled (802.11 a/n/ac (up to 1300 Mb/s)) 80 MHz, WPS disabled
44. 5 GHz Wireless security:None
45. 5 GHz Wireless channel:36
46. 5 GHz Wireless network/SSID:Auto-BTWiFi
47. 5 GHz Wireless connections:Disabled
48. 5 GHz Wireless security:None
49. 5 GHz Wireless channel:36
50. 5 GHz Wireless network/SSID: 
51. 5 GHz Wireless connections:Disabled
52. 5 GHz Wireless security:None
53. 5 GHz Wireless channel:36
54. Firewall:Default
55. MAC Address:18:62:2c:74:d9:36
56. Software variant:-
57. Boot loader:-

 

0 Ratings
Reply
AdamDZ4M
Aspiring Contributor
1,819 Views
Message 3 of 10

Re: Infinity 2 + Home Hub 5 - lost 30% of upload speed since install (Mod help appreciated)

Go to solution

Here are the results from the availabilitty checker (I note they are lower now than when I joined).

 

BT BROADBAND AVAILABILITY CHECKER

Telephone Number 01268XXXXXX on Exchange LAINDON is served by Cabinet 33

 

Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)Availability Date  High Low High Low    

FTTC Range A (Clean)60.143.216.810.7--Available
FTTC Range B (Impacted)51.429.416.87.7--Available
 
WBC ADSL 2+Up to 9.5--7.5 to 11Available
WBC ADSL 2+ Annex MUp to 9.5Up to 1.57.5 to 11Available
ADSL MaxUp to 7.5--6.5 to 8Available
WBC Fixed Rate2----Available
Fixed Rate2----Available
Other Offerings
Fibre Multicast------Available
Copper Multicast--

 

 

 

Performance/Diagnostic test.

 

1. Best Effort Test: -provides background information.

 Download Speed
 47.75 Mbps
  
0 Mbps49.24 Mbps
Max Achievable Speed

 

 Download speedachieved during the test was - 47.75 Mbps
 For your connection, the acceptable range of speedsis 39.39 Mbps-49.24 Mbps .
 Additional Information:
 IP Profile for your line is - 49.24 Mbps


2. Upstream Test: -provides background information.

 Upload Speed
 8.3 Mbps
  
0 Mbps20 Mbps
Max Achievable Speed

 

Upload speed achieved during the test was - 8.3Mbps
 Additional Information:
 Upstream Rate IP profile on your line is - 20 Mbps



We were unable to identify any performance problem with your service at this time.

------------------------------------

 

Many thanks in advance, I hope I have included all of the correct information and very happy to provide anything else you might need to help resolve/improve speeds back to what I had originally (or better :))

 

Adam.

0 Ratings
Reply
AdamDZ4M
Aspiring Contributor
1,729 Views
Message 4 of 10

Re: Infinity 2 + Home Hub 5 - lost 30% of upload speed since install (Mod help appreciated)

Go to solution

Update (sorry for all the text, wanted to provide all the info I could):

 

Home Hub 5 has rebooted itself ~4am, noise margins on upload have decreased to 4.7 and upload data rate fallen further 😞

 

Would greatly appreciate if someone experienced could kindly flag the thread for a moderator to look into this for me - have a great weekend! 🙂

 

1. Product name:

BT Home Hub
2. Serial number:+068343+NQ34933752
3. Firmware version:Software version 4.7.5.1.83.8.173.1.6 (Type A) Last updated 24/04/14
4. Board version:BT Hub 5A
5. VDSL uptime:0 days, 09:13:32
6. Data rate:8496 / 51306
7. Maximum data rate:8139 / 51396
8. Noise margin:4.9 / 5.7
9. Line attenuation:0.0 / 19.3
10. Signal attenuation:0.0 / 17.8
11. Data sent/received:441.8 MB / 984.9 MB
0 Ratings
Reply
Distinguished Sage
Distinguished Sage
1,720 Views
Message 5 of 10

Re: Infinity 2 + Home Hub 5 - lost 30% of upload speed since install (Mod help appreciated)

Go to solution

stats looks well within estimate and noise margin is about normal 6db.  This reduction could easily happen as more customers are added to your cabinet

 

this post explains BTWIFI-X  https://community.bt.com/t5/Apps-and-Extras-from-BT/BTWiFi-X/td-p/1211339



If you like a post, or want to say thanks for a helpful answer, please click on the Ratings 'Thumbs up' on left hand side.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.
AdamDZ4M
Aspiring Contributor
1,710 Views
Message 6 of 10

Re: Infinity 2 + Home Hub 5 - lost 30% of upload speed since install (Mod help appreciated)

Go to solution

Thanks for the link imJolly, I was familar with BT Wifi with FON but the Wifi-X is new to me and only appeared in the last 2 weeks I was away 🙂

 

Whilst the estimates are broad, it is more the sudden drop in speed which makes me think there is a problem worth looking into and perhaps when BT investigate they can ascertain the cause of impairment be it new cabinet connections causing crosstalk/congestion or other factors degrading the circuit (water ingress?).

 

When taking on the  service in January 11-17Mbit upload was suggested at point of sale based on the phone number.

 

Possibly related/unrelated but I have noticed on occassion my telephone reporting 'no line' for short durations on occasion, this has happened since january and is sporadic, quiet line test sounded as quiet as I can tell using a digital phone.

 

Many thanks once again.

 

Adam.

 

 

0 Ratings
Reply
Distinguished Sage
Distinguished Sage
1,691 Views
Message 7 of 10

Re: Infinity 2 + Home Hub 5 - lost 30% of upload speed since install (Mod help appreciated)

Go to solution

the 17/11mb estimate is the 'A' speed from the checker and that is the norm when BT quote estimates but there is also 'B' impacted which looks like where you may be



If you like a post, or want to say thanks for a helpful answer, please click on the Ratings 'Thumbs up' on left hand side.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.
0 Ratings
Reply
AdamDZ4M
Aspiring Contributor
1,577 Views
Message 8 of 10

Re: Infinity 2 + Home Hub 5 - lost 30% of upload speed since install (Mod help appreciated)

Go to solution

Speed has sadly dropped again - whats the best way to get a line fault investigated - do I call the BT helpline or is it best to speak with a moderator here :)?  Upload max line rate is now 60% of what I had two weeks ago and the upload NM is now 3.1

 

<script src="/t5/forums/replypage/board-id/BTInfinity/message-id/bt.js" type="text/javascript"></script> BT Home Hub Manager - Information for Helpdesk agents

1. Product name:BT Home Hub
2. Serial number:+068343+NQ34933752
3. Firmware version:Software version 4.7.5.1.83.8.173.1.6 (Type A) Last updated 24/04/14
4. Board version:BT Hub 5A
5. VDSL uptime:0 days, 15:11:43
6. Data rate:7200 / 45306
7. Maximum data rate:6025 / 52329
8. Noise margin:3.1 / 6.0
9. Line attenuation:0.0 / 19.4
10. Signal attenuation:0.0 / 17.8
0 Ratings
Reply
Distinguished Sage
Distinguished Sage
1,571 Views
Message 9 of 10

Re: Infinity 2 + Home Hub 5 - lost 30% of upload speed since install (Mod help appreciated)

Go to solution

You need to report problem to CS 

08001114567




If you like a post, or want to say thanks for a helpful answer, please click on the Ratings 'Thumbs up' on left hand side.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.
0 Ratings
Reply
AdamDZ4M
Aspiring Contributor
646 Views
Message 10 of 10

Re: Infinity 2 + Home Hub 5 - lost 30% of upload speed since install (Mod help appreciated)

Go to solution
To conclude the story, a very helpful engineer was arranged to visit and he determinate do the line into a new version of the filtered master socket.

Now running at 11/52mbit so very pleased.
0 Ratings
Reply