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latwelve
Newbie
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Message 1 of 8

Infinity 2 - Speed Issue - 3 Engineers and no joy, no errors :(

Hi all, 

I'll try and be as concise as possible, please feel free to ask any questions if I've missed anything useful!

I had infinity 1, it was perfect (max download and max upload speeds). I upgraded to infinity 2 and went away on holiday for 6 weeks. Came back - the upload had connected around 17 and the download was 60. I was told it would be a minimum download of 73 as I'm so close to the cabinet. (around 150meters in underground copper wire from Ulverston 21 via a under pavement junction box outside my property).

So an engineer came out and couldn't see any issues - he went to the cabinet and said the line is going out at 80/20 but cant find any faults ect. He tried a mk4 faceplate but it made no difference.

A second engineer came and wasn't interested in going to the cabinet and said he couldn't see anything up. I asked if he would disconnect the internal wiring entirely as I dont use any of the extensions. When he left I checked the speeds and they had gone down even further - 43/15

I noticed at this point that the "Noise margin" stated in the homehub5 help desk had gone from 6.0db / 3.4db to 6.0db / 6.0db (an increase in 3.0db)


Now a 3rd engineer has come and says my line is only capable of 43mb down... well it isn't as it was rock solid on 60/18 and I at least want that back.. but ideally I'd like to get what was quoted of 73 down. He swapped the mk4 faceplate back to a mk3 as he said he prefers them? Also to check that any wiring hadn't been bad behind the faceplate.. however no issues.


I feel a bit in the dark as each engineer has been really nice but not really able to tell me anything about the process or why there is an issue if they can't find any fault. (I'm a web developer so that leads me to think it's maybe more a software issue than hardware?)

The 3rd engineer doesn't seem to think he can reset the noise margin back to 6.0 / 3.4.

I really don't know where to go from here but I'm 17mb slower than before I raised the issue and 30mb slower than I was quoted.

Any help greatly appreciated!

Could the hub be at fault? (currently on a hh5)

I know it sounds counter intuitive... but it's worse since the internal wiring was disconnected.. is that just coincidence or worth remembering?


Screenshots:

Current help desk screenshot:
https://www.dropbox.com/s/9n30vb2k3ny227e/Screenshot%202017-04-10%2010.50.49.png?dl=0


Help desk screenshot before the speed dropped after 2nd engineer visit:
https://www.dropbox.com/s/eocvaenzjblioju/test%20socket.png?dl=0


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Distinguished Sage
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Message 2 of 8

Re: Infinity 2 - Speed Issue - 3 Engineers and no joy, no errors :(

What does http://dslchecker.bt.com show for your number?

Can you post up a screenshot?
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latwelve
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Message 3 of 8

Re: Infinity 2 - Speed Issue - 3 Engineers and no joy, no errors :(

Cabinet screenshot for my number ran just now but I checked this a few times already and it shows the same stats / notes which is good I guess

https://www.dropbox.com/s/t0k24p96e78s646/Screenshot%202017-04-10%2011.27.47.png?dl=0

 

 

 

 

Also not sure if this helps but this is the WAN log, I've reordered it so it starts at the oldest date first" but within each block it reads from the end of the day first:


// How it was after the first engineer (no change - was hoping to get the achieved minimum73mb down)
10:26:18, 03 Apr. DSL Link Up: Down Rate=59351Kbps, Up Rate=17807Kbps; SNR Margin Down=3.3dB, Up=6.0dB
10:14:00, 03 Apr. DSL Link Up: Down Rate=59159Kbps, Up Rate=18223Kbps; SNR Margin Down=3.2dB, Up=6.0dB
15:07:45, 31 Mar. DSL Link Up: Down Rate=59022Kbps, Up Rate=18669Kbps; SNR Margin Down=3.2dB, Up=6.0dB
02:52:06, 28 Mar. DSL Link Up: Down Rate=59282Kbps, Up Rate=18365Kbps; SNR Margin Down=3.4dB, Up=6.0dB
12:36:43, 24 Mar. DSL Link Up: Down Rate=59427Kbps, Up Rate=18193Kbps; SNR Margin Down=3.4dB, Up=6.0dB
12:01:32, 24 Mar. DSL Link Up: Down Rate=59251Kbps, Up Rate=18691Kbps; SNR Margin Down=3.2dB, Up=6.0dB


// How it was after the 2nd engineer
17:01:58, 04 Apr. DSL Link Up: Down Rate=43923Kbps, Up Rate=16745Kbps; SNR Margin Down=5.9dB, Up=5.9dB


// tried plugging into master test socket and it dropped further
17:44:15, 04 Apr. DSL Link Up: Down Rate=14696Kbps, Up Rate=5902Kbps; SNR Margin Down=5.9dB, Up=6.2dB
17:29:14, 04 Apr. DSL Link Up: Down Rate=14929Kbps, Up Rate=5929Kbps; SNR Margin Down=5.9dB, Up=6.2dB

// bt live chat "reset it" and still slow
17:54:22, 04 Apr. DSL Link Up: Down Rate=43742Kbps, Up Rate=16706Kbps; SNR Margin Down=5.9dB, Up=5.9dB

// bt live chat "reset it" and still slow
10:47:26, 06 Apr. DSL Link Up: Down Rate=50833Kbps, Up Rate=16643Kbps; SNR Margin Down=6.1dB, Up=5.9dB
15:36:28, 05 Apr. DSL Link Up: Down Rate=43949Kbps, Up Rate=16886Kbps; SNR Margin Down=6.2dB, Up=5.9dB

// automaticly setting itself
08:47:00, 10 Apr. DSL Link Up: Down Rate=50519Kbps, Up Rate=16490Kbps; SNR Margin Down=6.4dB, Up=5.9dB
08:29:21, 10 Apr. DSL Link Up: Down Rate=50341Kbps, Up Rate=16771Kbps; SNR Margin Down=6.1dB, Up=5.9dB
05:21:18, 10 Apr. DSL Link Up: Down Rate=50765Kbps, Up Rate=16658Kbps; SNR Margin Down=6.1dB, Up=5.9dB


// bt 3rd engineer came out.. down rate even slower!?
10:02:03, 10 Apr. DSL Link Up: Down Rate=43457Kbps, Up Rate=16270Kbps; SNR Margin Down=5.9dB, Up=5.9dB
09:43:47, 10 Apr. DSL Link Up: Down Rate=43406Kbps, Up Rate=16157Kbps; SNR Margin Down=5.9dB, Up=5.9dB
09:33:57, 10 Apr. DSL Link Up: Down Rate=43483Kbps, Up Rate=16315Kbps; SNR Margin Down=5.9dB, Up=5.9dB
09:18:21, 10 Apr. DSL Link Up: Down Rate=50148Kbps, Up Rate=16060Kbps; SNR Margin Down=6.2dB, Up=6.0dB

 

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Checked2013
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Message 4 of 8

Re: Infinity 2 - Speed Issue - 3 Engineers and no joy, no errors :(

Looks to me like with all the work the engineers have done and the constant reboots of the router the DLM has reduced the speed of the line.

 

The best advice would be to leave it and see if the router keeps re-starting, if it is then there could be either a line fault or a fault with the Homehub. If on the other hand you don't get any re-syncs or re-starts then the DLM might increase the speed back over time, but this could take a few weeks.

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latwelve
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Message 5 of 8

Re: Infinity 2 - Speed Issue - 3 Engineers and no joy, no errors :(

Hey thanks for the reply - I thought that could possible be the case but it would seem pretty crazy to me if an engineer couldn't reset anything that DLM had applied on site?

Does that not sound reasonable to suggest there is another issue rather than just waiting for the system?

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Distinguished Sage
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Message 6 of 8

Re: Infinity 2 - Speed Issue - 3 Engineers and no joy, no errors :(

Looks like you've been put on a worse quality pair, or when they've changed your pair they've put you on a considerably longer one.

Keep pushing for another engineer visit.

If it were simply DLM intervention, your SNR margin would be much higher.

As it stands, there's no "room" for improvement.
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latwelve
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Message 7 of 8

Re: Infinity 2 - Speed Issue - 3 Engineers and no joy, no errors :(

Thanks Webby - can you explain what a pair is to me please is this how it's coupled at the cabinet onto my line? the 2nd engineer didn't go to the cabinet and the line got worse instantly after his visit - so unless another tech was at the cabinet I'm not sure if the pair would have been changed? 

Should the engineers have reports of all of this?

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Distinguished Sage
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Message 8 of 8

Re: Infinity 2 - Speed Issue - 3 Engineers and no joy, no errors :(

A pair is the pair of copper wires between your socket and the cabinet that the signals traval over.
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