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nino
Aspiring Contributor
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Message 1 of 6

Profile reset needed or just some patience?

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Our landline and infinity connection was enabled over a month ago.  We were out of the property for 2 years and prior to moving out we achieved 40MB+ speeds.  Since we moved back in the homehub was reporting ~20MB.  I put this down to contention ratio on the line or something of the sort.

A few days ago i noticed our landline wasn't working, we never use the thing and only have it for the broadband.

I logged a fault and an engineer came out, he said our connection was a mess.  It took him ages to find our "jumpers" ,the "D line" wasnt connected and we were likely connected to the "wrong broandband package" and we should be in a "40/10 circuit".   He also requested a new line test, I may have some of that information a little off. 

Given the line was activated a month ago should I request that the profile should be reset for the line to be retrained?

Here is some of our connection information:

speedtest.PNGstatus.PNGadslchecker.PNG

Thanks!

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imjolly
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Message 2 of 6

Re: Profile reset needed or just some patience?

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Your connection speed is 22mb and right at bottom of your estimated range so BT are not going to help

which exchange and cab are you on?



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nino
Aspiring Contributor
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Message 3 of 6

Re: Profile reset needed or just some patience?

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Carterton exchange and Cab 20
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imjolly
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Message 4 of 6

Re: Profile reset needed or just some patience?

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Unfortunately you are in an ECI cabinet and therefore will not get a speed boost from G.INP

your connection speed is virtually same as max attainable speed so I f using test socket with filter then looks like as fast as line can handle



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nino
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Message 5 of 6

Re: Profile reset needed or just some patience?

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The chap fitted a new master socket and I’m plugged directly into that.

Annoyingly we got +40 a few years ago, we moved out of the country and rented the house out so the line has been reconnected a few times, what are the chances we are connected to a different cab? Or is it just. Case of more people in the area so the service has gone down?
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nino
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Message 6 of 6

Re: Profile reset needed or just some patience?

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Used the BT webchat to query the speed and a few line resets later im getting:

 Downstream sync speed:

32.04 Mbps

 Upstream sync speed:

7.87 Mbps

Hopefully that goes up over time

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