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mattjnash
Aspiring Contributor
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Message 1 of 7

Infinity speed through Home Hub 5 has dropped significantly in past week

I switched from Sky to BT Infinity 1 Broadband at end of June. Until a couple of weeks ago everything was fine and I got speeds as predicted of up to 40Mbps and over Wifi of 25-30 Mbps.

 

Since last week though my speeds have become increasingly slow and variable. Sometimes the speed will rise to normal but most of the time it is anywhere between 2Mbps and 10Mbps. The pictures on the BT Sport channels over the YouView box, connected via an ethernet cable are suffering from interference continually.

 

I raised the fault with the BT Helpdesk and they have sent me out a replacement HomeHub which has made no difference whatsoever.

 

Below are the stats from the Homehub.

 

1. Product name:

BT Home Hub

2. Serial number:

+076272+NQ52604691

3. Firmware version:

Software version 4.7.5.1.83.8.204 (Type A) Last updated Unknown

4. Board version:

BT Hub 5A

5. DSL uptime:

0 days, 01:12:37

6. Data rate:

9999 / 38274

7. Maximum data rate:

21337 / 51845

8. Noise margin:

14.9 / 10.0

9. Line attenuation:

24.0 / 18.2

10. Signal attenuation:

23.8 / 17.8

11. Data sent/received:

29.1 MB / 358.6 MB

12. Broadband username:

bthomehub@btbroadband.com

13. BT Wi-fi:

Yes

14. 2.4 GHz Wireless network/SSID:

BTHub5-HX5Q

15. 2.4 GHz Wireless connections:

Enabled (802.11 b/g/n (up to 144 Mb/s))

16. 2.4 GHz Wireless security:

WPA2

17. 2.4 GHz Wireless channel:

Automatic (Smart Wireless)

18. 5 GHz Wireless network/SSID:

BTHub5-HX5Q

19. 5 GHz Wireless connections:

Enabled (802.11 a/n/ac (up to 1300 Mb/s))

20. 5 GHz Wireless security:

WPA2

21. 5 GHz Wireless channel:

Automatic (Smart Wireless)

22. Firewall:

Default

23. MAC Address:

a0:1b:29:59:90:78

24. Modulation:

G.993.2 Annex B

25. Software variant:

AA

26. Boot loader:

1.0.0

 

 

 

The latest BT Wholesale broadband test result gives a download speed of just 0.97Mbps

 

The helpdesk are now suggesting I need an engineer visit but before I go ahead and book this any help or advice on what the issue might be would be appreciated.

 

Thanks

 

 

 

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6 REPLIES 6
Distinguished Sage
416 Views
Message 2 of 7

Re: Infinity speed through Home Hub 5 has dropped significantly in past week

Can you run this checker and post back a screen shot of the results

http://www.dslchecker.bt.com/adsl/adslchecker.welcome

and use this speed tester then carry out the further diagnostics and post back a screen shot of all the results including your IP profile for up and down. This test must be done with a wired connection.

http://speedtest.btwholesale.com/

if you have a Homehub 5 can you also post the stats from 1-12 by logging onto the homehub management pages then troubleshooting > helpdesk. http://bthomehub.home/

Can you run this checker and post back a screen shot of the results

http://www.dslchecker.bt.com/adsl/adslchecker.welcome

and use this speed tester then carry out the further diagnostics and post back a screen shot of all the results including your IP profile for up and down. This test must be done with a wired connection.

http://speedtest.btwholesale.com/


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mattjnash
Aspiring Contributor
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Message 3 of 7

Re: Infinity speed through Home Hub 5 has dropped significantly in past week

BT BROADBAND AVAILABILITY CHECKER Telephone Number 01352750672 on Exchange MOLD is served by Cabinet 24 Featured Products Downstream Line Rate(Mbps) Upstream Line Rate(Mbps) Downstream Range(Mbps) Availability Date High Low High Low FTTC Range A (Clean) 80 62.5 20 20 -- Available FTTC Range B (Impacted) 75.6 51.5 20 15.6 -- Available WBC ADSL 2+ Up to 8.5 -- 6.5 to 10 Available WBC ADSL 2+ Annex M Up to 8.5 Up to 1 6.5 to 10 Available ADSL Max Up to 5.5 -- 4.5 to 8 Available WBC Fixed Rate 2 -- -- Available Fixed Rate 2 -- -- Available Other Offerings Fibre Multicast -- -- -- Available Copper Multicast -- -- -- Available
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mattjnash
Aspiring Contributor
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Message 4 of 7

Re: Infinity speed through Home Hub 5 has dropped significantly in past week

Home Image not loadedTesting Image not loadedResult Image not loaded FAQ Results Image not loaded 1. Best Effort Test: -provides background information. Download Speed 3.63 Mbps 0 Mbps 37.05 Mbps Max Achievable Speed Download speedachieved during the test was - 3.63 Mbps For your connection, the acceptable range of speedsis 20 Mbps-37.05 Mbps . Additional Information: IP Profile for your line is - 37.05 Mbps 2. Upstream Test: -provides background information. Upload Speed 2.72 Mbps 0 Mbps 10 Mbps Max Achievable Speed Upload speed achieved during the test was - 2.72Mbps Additional Information: Upstream Rate IP profile on your line is - 10 Mbps This test was not conclusive and further testing is required.This might be useful for your Broadband Service Provider to investigate the fault. If you wish to carry out further tests,please click on 'Continue' button.If not, please close the window using 'Exit' button and contact your ISP for further assistance with these results. Please visit the FAQ if you are unable to understand the test results.
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mattjnash
Aspiring Contributor
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Message 5 of 7

Re: Infinity speed through Home Hub 5 has dropped significantly in past week

BT Wholesale 2.jpg

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mattjnash
Aspiring Contributor
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Message 6 of 7

Re: Infinity speed through Home Hub 5 has dropped significantly in past week

Here are a couple of extracts from the event log. There seems to be a lot of device disconnected entries etc -is this normal?Event log 2.jpgEvent log.jpg

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Distinguished Sage
Distinguished Sage
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Message 7 of 7

Re: Infinity speed through Home Hub 5 has dropped significantly in past week

the wireless devices are renewing the lease every 24hrs  you can change this in the hub from 1 day to 21 days



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