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Message 1 of 8

Poor BT Infinity service - 20mbps from 76mbps, frequent disconnects, high ping

It seems like I'm not the only one complaining about poor service at the moment.

 

I have also had real problems logging on to the members site - as it stands I can't even get my account number, and even though I've reset my password, I can't log on to the account site.

 

Not a good look, BT.

 

Here are my SpeedTest.net results, connected to the hub via ethernet: http://www.speedtest.net/my-result/4017625130

 

I am paying, apparently, for a 75+ Mbps connection.

 

WAN event log from the HH5:

 

20:17:52, 28 Dec.(545507.120000) WAN operating mode is Ethernet
20:17:52, 28 Dec.(545507.110000) Last WAN operating mode was Ethernet
20:17:52, 28 Dec.(545507.080000) PPPoE is up
20:17:51, 28 Dec.(545506.090000) PPP IPCP Receive Configuration ACK
20:17:51, 28 Dec.(545506.060000) PPP IPCP Send Configuration Request
20:17:51, 28 Dec.(545506.060000) PPP IPCP Receive Configuration NAK
20:17:51, 28 Dec.(545506.030000) PPP IPCP Send Configuration ACK
20:17:51, 28 Dec.(545506.030000) PPP IPCP Receive Configuration Request
20:17:51, 28 Dec.(545506.030000) PPP IPCP Send Configuration Request
20:17:51, 28 Dec.(545506.030000) CHAP authentication successful
20:17:51, 28 Dec.(545505.880000) CHAP Receive Challenge
20:17:51, 28 Dec.(545505.880000) Starting CHAP authentication with peer
20:17:51, 28 Dec.(545505.880000) PPP LCP Receive Configuration ACK
20:17:51, 28 Dec.(545505.850000) PPP LCP Send Configuration Request
20:17:51, 28 Dec.(545505.850000) PPP LCP Receive Configuration Reject
20:17:51, 28 Dec.(545505.850000) PPP LCP Send Configuration ACK
20:17:51, 28 Dec.(545505.850000) PPP LCP Receive Configuration Request
20:17:51, 28 Dec.(545505.820000) PPP LCP Send Configuration Request
20:17:19, 28 Dec.(545473.830000) PPPoE is down after 7110 minutes uptime [Disconnected]
21:46:26, 23 Dec.(118826.140000) WAN operating mode is Ethernet
21:46:26, 23 Dec.(118826.140000) Last WAN operating mode was Ethernet
21:46:26, 23 Dec.(118826.100000) PPPoE is up
21:46:25, 23 Dec.(118825.270000) PPP IPCP Receive Configuration ACK
21:46:25, 23 Dec.(118825.240000) PPP IPCP Send Configuration Request
21:46:25, 23 Dec.(118825.240000) PPP IPCP Receive Configuration NAK
21:46:25, 23 Dec.(118825.210000) PPP IPCP Send Configuration ACK
21:46:25, 23 Dec.(118825.210000) PPP IPCP Receive Configuration Request
21:46:25, 23 Dec.(118825.210000) PPP IPCP Send Configuration Request
21:46:25, 23 Dec.(118825.210000) CHAP authentication successful
21:46:25, 23 Dec.(118825.130000) CHAP Receive Challenge
21:46:25, 23 Dec.(118825.130000) Starting CHAP authentication with peer
21:46:25, 23 Dec.(118825.120000) PPP LCP Receive Configuration ACK
21:46:25, 23 Dec.(118825.100000) PPP LCP Send Configuration Request
21:46:25, 23 Dec.(118825.090000) PPP LCP Receive Configuration Reject
21:46:25, 23 Dec.(118825.090000) PPP LCP Send Configuration ACK
21:46:25, 23 Dec.(118825.090000) PPP LCP Receive Configuration Request
21:46:25, 23 Dec.(118825.060000) PPP LCP Send Configuration Request
21:45:53, 23 Dec.(118793.430000) PPPoE is down after 8 minutes uptime [Disconnected]
21:36:57, 23 Dec.(118256.950000) WAN operating mode is Ethernet
21:36:57, 23 Dec.(118256.950000) Last WAN operating mode was Ethernet
21:36:57, 23 Dec.(118256.910000) PPPoE is up
21:36:56, 23 Dec.(118256.090000) PPP IPCP Receive Configuration ACK
21:36:56, 23 Dec.(118256.060000) PPP IPCP Send Configuration Request
21:36:56, 23 Dec.(118256.050000) PPP IPCP Receive Configuration NAK
21:36:56, 23 Dec.(118256.020000) PPP IPCP Send Configuration ACK
21:36:56, 23 Dec.(118256.020000) PPP IPCP Receive Configuration Request
21:36:56, 23 Dec.(118256.020000) PPP IPCP Send Configuration Request
21:36:56, 23 Dec.(118256.020000) CHAP authentication successful
21:36:56, 23 Dec.(118255.910000) CHAP Receive Challenge
21:36:56, 23 Dec.(118255.910000) Starting CHAP authentication with peer
21:36:56, 23 Dec.(118255.910000) PPP LCP Receive Configuration ACK
21:36:56, 23 Dec.(118255.880000) PPP LCP Send Configuration Request
21:36:56, 23 Dec.(118255.880000) PPP LCP Receive Configuration Reject
21:36:56, 23 Dec.(118255.880000) PPP LCP Send Configuration ACK
21:36:56, 23 Dec.(118255.880000) PPP LCP Receive Configuration Request
21:36:56, 23 Dec.(118255.850000) PPP LCP Send Configuration Request
21:36:24, 23 Dec.(118224.450000) PPPoE is down after 114 minutes uptime [Disconnected]
19:41:43, 23 Dec.(111342.670000) WAN operating mode is Ethernet
19:41:43, 23 Dec.(111342.670000) Last WAN operating mode was Ethernet
19:41:43, 23 Dec.(111342.630000) PPPoE is up
19:41:42, 23 Dec.(111341.720000) PPP IPCP Receive Configuration ACK
19:41:42, 23 Dec.(111341.690000) PPP IPCP Send Configuration Request
19:41:42, 23 Dec.(111341.680000) PPP IPCP Receive Configuration NAK
19:41:42, 23 Dec.(111341.650000) PPP IPCP Send Configuration ACK
19:41:42, 23 Dec.(111341.650000) PPP IPCP Receive Configuration Request
19:41:42, 23 Dec.(111341.650000) PPP IPCP Send Configuration Request
19:41:42, 23 Dec.(111341.650000) CHAP authentication successful
19:41:41, 23 Dec.(111341.360000) CHAP Receive Challenge
19:41:41, 23 Dec.(111341.360000) Starting CHAP authentication with peer
19:41:41, 23 Dec.(111341.360000) PPP LCP Receive Configuration ACK
19:41:41, 23 Dec.(111341.330000) PPP LCP Send Configuration Request
19:41:41, 23 Dec.(111341.330000) PPP LCP Receive Configuration Reject
19:41:41, 23 Dec.(111341.330000) PPP LCP Send Configuration ACK
19:41:41, 23 Dec.(111341.330000) PPP LCP Receive Configuration Request
19:41:41, 23 Dec.(111341.290000) PPP LCP Send Configuration Request
19:41:09, 23 Dec.(111309.320000) PPPoE is down after 1 minutes uptime [Disconnected]

 

 

Traceroute:

 

 

Here is the router version information:

 

 

My line number (posting because I don't actually use the phone and it's probably helpful) is: oh two oh 8 6 nine 9 oh 6 seven 8.

 

It really looks like BT has dropped the ball these past few weeks.

 

When's it going to be fixed?

GCHQ is reading my email, and probably yours too
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Message 2 of 8

Re: Poor BT Infinity service - 20mbps from 76mbps, frequent disconnects, high ping

Can you enter your lhone number and post results. Remember to delete number. https://www.btwholesale.com/includes/adsl/main.html

 

All your router ats are on the modem not the hh4



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Message 3 of 8

Re: Poor BT Infinity service - 20mbps from 76mbps, frequent disconnects, high ping


Can you please run the BT speedtest further diagnostic test this test appears after the first test completes and post back the results

http://speedtest.btwholesale.com/
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Message 4 of 8

Re: Poor BT Infinity service - 20mbps from 76mbps, frequent disconnects, high ping

1. Best Effort Test: -provides background information.

  Download Speed
  21.02 Mbps
   
0 Mbps 21.68 Mbps
Max Achievable Speed

 

 Download speedachieved during the test was - 21.02 Mbps
 For your connection, the acceptable range of speedsis 60 Mbps-21.68 Mbps .
 Additional Information:
 IP Profile for your line is - 21.68 Mbps


2. Upstream Test: -provides background information.

  Upload Speed
  3.19 Mbps
   
0 Mbps 20 Mbps
Max Achievable Speed

 

Upload speed achieved during the test was - 3.19Mbps
 Additional Information:
 Upstream Rate IP profile on your line is - 20 Mbps



This test was not conclusive and further testing is required.This might be useful for your Broadband Service Provider to investigate the fault.


 

 
BT BROADBAND AVAILABILITY CHECKER
Telephone Number xxxxxxxxxxx on Exchange FOREST HILL is served by Cabinet 16

 

Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)Availability Date  High Low High Low    
FTTC Range A (Clean) 80 66.6 20 20 -- Available
FTTC Range B (Impacted) 80 54.3 20 17.7 -- Available
 
WBC ADSL 2+ Up to 11.5 -- 9 to 13.5 Available
WBC ADSL 2+ Annex M Up to 11.5 Up to 1 9 to 13.5 Available
ADSL Max Up to 8 -- 7 to 8 Available
WBC Fixed Rate 2 -- -- Available
Fixed Rate 2 -- -- Available
Other Offerings
FTTP on Demand 330 30 -- Available
Fibre Multicast -- -- -- Available
Copper Multicast -- -- -- Available

 

 

 

 

 
GCHQ is reading my email, and probably yours too
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Message 5 of 8

Re: Poor BT Infinity service - 20mbps from 76mbps, frequent disconnects, high ping

Please edit out your phone number this is a public forum viewable world wide
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Message 6 of 8

Re: Poor BT Infinity service - 20mbps from 76mbps, frequent disconnects, high ping

Was the speedtest carried out using a wired connection
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Message 7 of 8

Re: Poor BT Infinity service - 20mbps from 76mbps, frequent disconnects, high ping

The logs show a few connection drops. Can you try quiet line test. Dial 17070 option 2. Should be quiet and best done with a corded phone. If cordless then dulll hum normal



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Message 8 of 8

Re: Poor BT Infinity service - 20mbps from 76mbps, frequent disconnects, high ping

You need an engineer out as there is a problem with your connection so bite the bullet and ring them.

 

 

GCHQ reads none of my email.

Spoiler
 

 

Smiley Very Happy

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