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Message 1 of 19

Minimum Guaranteed Speed..

Hi all,

 

Moved from Sky to BT and were initially really impressed: Smart Hub is AMAZING and all very well laid out.

 

Speed checker estimates we can get a speed of between 22-32mb download and 6-8mb upload. With Sky we were rock solid on 28mb down and 6.5 up.

 

Our speed with BT has been deteriorating from 24mb down and 5.6up to now 20mb down and 4.5mb up. 20mb is our guaranteed speed but i can't for the life of me work out what has changed when it is going down the same line?

 

BT keep saying that our line is syncing at 23.6mbps. Even the Openreach engineer who came out said the same. Yet the Hub Manager stays the same at 20mbps even after a DLM reset.

 

What is going on?!?!?

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18 REPLIES 18
Distinguished Sage
Distinguished Sage
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Message 2 of 19

Re: Minimum Guaranteed Speed..

See link about guaranteed speed.

 

http://bt.custhelp.com/app/answers/detail/a_id/35296/~/your-line-speed-explained

 

Can you run this checker and post back a screen shot of the results. Make sure you delete your phone number before posting.

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

and use this speed tester then scroll down the page and 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/

As you have the Smart Hub, (Homehub 6) can you go to hub manager then advanced then technical log and post the stats. http://bthomehub.home/

Is there any noise on your phone calls? Dial 17070 and select option 2, there should be no noise between the announcements.

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Message 3 of 19

Re: Minimum Guaranteed Speed..

Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Handback Threshold(Mbps)WBC FTTC Availability DateWBC SOGEA Availability DateWBC FTTC 18x2 Provide AvailabilityWBC FTTC 18x2 Sim AvailabilityLeft in Jumper  High Low High Low        Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)WBC FTTP Availability Date       ADSL ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)Availability Date     Left in JumperOther Offerings     Availability Date       Premise environmentStatus

VDSL Range A (Clean)35.9257.65.220.8Available----Yes--
VDSL Range B (Impacted)27.41573.211.4Available----Yes--
FTTP on Demand33030--Available--------
WBC ADSL 2+Up to 3--2 to 6Available--------
WBC ADSL 2+ Annex MUp to 3Up to 0.52 to 6Available--------
ADSL MaxUp to 2.5--1.5 to 5Available--------
WBC Fixed Rate1 ----Available--------
Fixed Rate1 ----Available--------
VDSL Multicast------Available--------
ADSL Multicast------Available--------
Bridge TapN       
VRIN       
NTEFaceplateN       
Last Test Date18-01-1970       

 

 

Thank you for your interest.

 

 

Product name:

BT Hub 6A

Serial number:

+084316+NQ72010754

Firmware version:

SG4B1000B316

Firmware updated:

11-Sep-2017

Board version:

1.0

Gui version:

1.64.0

DSL uptime:

0 Days, 6 Hours 13 Minutes 13 Seconds

Data rate:

4.95 Mbps / 20.00 Mbps

Maximum data rate:

4978 / 26262

Noise margin:

6 dB / 6.8 dB

Line attenuation:

25.8 dB

Signal attenuation:
 
VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

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Distinguished Sage
Distinguished Sage
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Message 4 of 19

Re: Minimum Guaranteed Speed..

You are syncing at 20Mbps, which you have said is you minimum guaranteed speed although your estimated speed range should be between 25/35Mbps.

 

Because you are getting your minimum guaranteed speed it will be difficult for you to get BT to do anything about it.

 

Did you carry out the quiet line test?

 

Can you connect your Smarthub to the master socket test socket and after your line has stabilised re-post the Smarthub stats.

 

I would hope that the engineer did this but while it is connected to the test socket, make sure that any telephone extensions you may have are "dead" and have no dial tone. This should eliminate any problems with your extension wiring.   

 

Test socket.jpg

 

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dnpark38
Aspiring Expert
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Message 5 of 19

Re: Minimum Guaranteed Speed..

Think I'm very similar to you having moved from Sky FTTC to BT FTTC, on my chart where yours says 15 Mbs mine says 17 Mbs and Open Reach consider that 17 Mps to be the acceptable minimum.

Think it was 36 Mps to 41 Mbs that BT gave me.

( A bit like car dealer two books one with selling price in and a different one for the p/x, maybe.)

I've an on-going fault in with BT at present.

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Distinguished Sage
Distinguished Sage
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Message 6 of 19

Re: Minimum Guaranteed Speed..

problem might be clearer once we get info requested by @gg30340



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XRaySpeX
Recognised Expert
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Message 7 of 19

Re: Minimum Guaranteed Speed..

The DLM system has put you on a banded profile in response to past errors on your line, at the top of the up to 20 Meg band of these VDSL Banded Profiles. You need to give the DLM time to recover & remove any banding. If your sync speed remains stuck at the same speed for at least 10 days you should ask BT to get an OR eng out to reset the DLM. However should significant errors persist the DLM will reapply banding.

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Sage
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Message 8 of 19

Re: Minimum Guaranteed Speed..

I'm sorry @XRaySpeX but once again your advice is just not correct. Openreach will not send an engineer to perform a  DLM reset and BT cannot request it.

 

All engineer call outs are chargeable to the ISP if no fault found.

XRaySpeX
Recognised Expert
12,305 Views
Message 9 of 19

Re: Minimum Guaranteed Speed..

I'm sorry, @pippincp, the user's contract is with BT not with OR. He is entitled to report a fault to BT. How BT goes about fixing a fault, calling upon their subcontractors as necessary, is up to BT. A stuck banded profile is a fault.

 

As BT promises in a paper linked earlier " We will always try to improve your line speed.".

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Distinguished Sage
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Message 10 of 19

Re: Minimum Guaranteed Speed..

Leaving aside for the moment that the OP has had a DLM reset "BT keep saying that our line is syncing at 23.6mbps. Even the Openreach engineer who came out said the same. Yet the Hub Manager stays the same at 20mbps even after a DLM reset". 

 

A reset of DLM on VDSL unlike on ADSL can not be performed by the ISPs. It has to be requested from and carried out by Openreach.

 

It is pointless doing a DLM reset on its own. DLM only kicks in because there is a fault on the line somewhere. If a DLM reset is performed and the underlying fault has not been repaired DLM will just kick in again.

 

For that reason BT will not request a DLM reset on its own from Openreach because Openreach will not perform just a DLM reset.

 

If DLM has banded the line it is for a reason and the OP should report a fault to BT and not just request for a DLM reset which for the reason above will not be done.

 

However before reporting a fault, the OP should carry out the above requested test using the test socket to eliminate any possible problems with the internal wiring.