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Cicero
Aspiring Expert
723 Views
Message 1 of 35

Re: Downgrade to ADSL

I Think my line has been downgraded for free and without me asking. On 27th August something happened to the either the local exchange or upstream from there. My normal download speed was 38-40 mbs, it suddenly altered to 30-32, ping went from 18-20 ms to 28-30 ms. I am on Infinity 2 unlimited allegedly.

Coincidentally this happened after a period of heavy use by grandchildren, are chokers being used I wonder ?

In looking at my Hub 5 it says I am on a DSL line yet when it was first connected it said I was VDSL.

So far I have had three engineer visits , the last said it was interference, it would be if it is DSL.

Another visit is scheduled on Thursday so will see if any one listens to me and looks at the stats.

My home wiring has been checked and no fault found.

Have restarted Hub several times but no change in download speed.

 

 

 

 

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34 REPLIES 34
Highlighted
Distinguished Guru
Distinguished Guru
690 Views
Message 2 of 35

Re: Downgrade to ADSL

Stop restarting the hub as that will only make matters worse.

Post the hub connection stats found at Troubleshooting/helpdesk.

-Richie-
Expert
683 Views
Message 3 of 35

Re: Downgrade to ADSL

30-32 mbps is too fast for adsl, so you can't of been downgraded.

BT don't throttle or have fair use limits, so you can rule that out.

Restarting your hub will make it look like a fault, which can affect DLM, leave the hub running and it should return to normal in 10-14 days, sounds like a fault, hopefully your engineer finds the issue and fixes it.

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Distinguished Sage
Distinguished Sage
663 Views
Message 4 of 35

Re: Downgrade to ADSL

Post the hub stats requested by @pippincp

will be good to have to compare after engineer visit



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Cicero
Aspiring Expert
620 Views
Message 5 of 35

Re: Downgrade to ADSL

Here are the stats.

When contacting the BT Broadband helpdesk, the agent might ask you for details about your BT Home Hub. This page contains all of the information they are likely to request

1. Product Name: HomeHub5
2. Serial number: +076284+1534004531
3. Firmware version: v0.07.07.03230-BT (Type B) Last updated 11/5/2018
4. Board version: 01
5. VDSL uptime: 0 days, 16:04:19
6. Data Rate: 12127 / 34668
7. Maximum Data Rate: 12266 / 40004
8. Noise Margin: 6.1 / 6.1
9. Line Attenuation: 25.7 / 20.7
10. Signal Attenuation: 0.0 / 0.0
11. Data sent/received: 161.3 MB / 727.3 MB
12. Broadband username: bthomehub@btbroadband.com
13. BT Wi-fi: No
14. 2.4GHz wireless network/SSID: BTHub5-S95M
15. 2.4GHz wireless connections: Enabled (802.11 b/g/n (up to 144 Mb/s))
16. 2.4GHz wireless security: WPA2 Only (Recommended)
17. 2.4GHz wireless channel: 7
18. 5GHz wireless network/SSID: BTHub5-S95M5GHZ
19. 5GHz wireless connections: Enabled (802.11 a/n/ac (up to 1300 Mb/s))
20. 5GHz wireless security: WPA2 Only (Recommended)
21. 5GHz wireless channel: 36
22. Firewall: Default
23. MAC Address: 5c:dc:96:d3:37:cf
24. Software variant: -
25. Boot loader: 0.5.1-BT (Wed Nov 12 11:52:05 2014)

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Distinguished Sage
Distinguished Sage
614 Views
Message 6 of 35

Re: Downgrade to ADSL

thanks

  connection time only 16hrs was that manual reset?

can you enter your phone number and post results  delete number but leave exchange and cab  https://www.btwholesale.com/includes/adsl/main.html



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Cicero
Aspiring Expert
604 Views
Message 7 of 35

Re: Downgrade to ADSL

Here it is.

The Hub reset itself last night. I have two iPads and they seem to be disconnecting/reconnecting about every 10 mins looking at the log.

 What I can add is that whatever changed happened between  15.42 pm on  26/8/18 and 10.33 am on 27/8/18, and has been like it ever since then.

 

BT BROADBAND AVAILABILITY CHECKER
Telephone Number  on Exchange BERWICK is served by Cabinet 13
Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Handback Threshold(Mbps)

WBC FTTC Availability Date

WBC SOGEA Availability Date

Left in Jumper

High Low High Low
VDSL Range A (Clean) 59.3 40 15 10 35.5 Available Available --
VDSL Range B (Impacted) 49 31.4 12.8 7.1 25 Available Available --
Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

WBC FTTP Availability Date

 

FTTP on Demand 330 30 -- Available -- --
ADSL Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

Availability Date


Left in Jumper

WBC ADSL 2+ Up to 6 -- 3.5 to 9 Available -- --
ADSL Max Up to 3.5 -- 2.5 to 4.5 Available -- --
WBC Fixed Rate 1 -- -- Available -- --
Fixed Rate 1 -- -- Available -- --
Other Offerings

 


Availability Date

 

VDSL Multicast -- -- -- Available -- --
ADSL Multicast -- -- -- Available -- --
Premise environment

Status

Bridge Tap N
VRI --
NTEFaceplate --
Last Test Date 08-03-2017
For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

This line is on a Market B Exchange.

For VDSL or G.fast Ranges A and B, the term "Clean" relates to a line which is free from any wiring issues (e.g. Bridge Taps) and/or Copper line conditions, and the term "Impacted" relates to a line which may have wiring issues (e.g. Bridge Taps) and/or Copper line conditions.

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Cicero
Aspiring Expert
572 Views
Message 8 of 35

Re: Downgrade to ADSL

Engineer came and spent a long time doing tests could not find any indication of errors and was puzzled by the stats I showed him.

As a last action he reset my port in the CAB and the line immediately jumped back to the speeds I had been getting with the reduction in ping back to my original numbers.

He was puzzled by this as CAB etc should detect line quality and should adjust accordingly, obviously it hadn't in my case. Spent a lot of time on the phone to some control centre discussing the issue.

I can only speculate that some sort of software change was done in the CAB.

Obviously it is very early days but the instant reaction when the port was reset was clear.

Enclosed are the latest settings.

Help and Advice Helpdesk Event Log


Information for Helpdesk agents

When contacting the BT Broadband helpdesk, the agent might ask you for details about your BT Home Hub. This page contains all of the information they are likely to request

1. Product Name: HomeHub5
2. Serial number: +076284+1534004531
3. Firmware version: v0.07.07.03230-BT (Type B) Last updated 11/5/2018
4. Board version: 01
5. VDSL uptime: 0 days, 00:51:56
6. Data Rate: 12037 / 39514
7. Maximum Data Rate: 12176 / 39480
8. Noise Margin: 6.1 / 6.2
9. Line Attenuation: 25.2 / 20.7
10. Signal Attenuation: 0.0 / 0.0
11. Data sent/received: 117.6 MB / 343.6 MB
12. Broadband username: bthomehub@btbroadband.com
13. BT Wi-fi: No
14. 2.4GHz wireless network/SSID: BTHub5-S95M
15. 2.4GHz wireless connections: Enabled (802.11 b/g/n (up to 144 Mb/s))
16. 2.4GHz wireless security: WPA2 Only (Recommended)
17. 2.4GHz wireless channel: 7
18. 5GHz wireless network/SSID: BTHub5-S95M5GHZ
19. 5GHz wireless connections: Enabled (802.11 a/n/ac (up to 1300 Mb/s))
20. 5GHz wireless security: WPA2 Only (Recommended)
21. 5GHz wireless channel: 36
22. Firewall: Default
23. MAC Address: 5c:dc:96:d3:37:cf
24. Software variant: -
25. Boot loader: 0.5.1-BT (Wed Nov 12 11:52:05 2014)

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Distinguished Sage
Distinguished Sage
562 Views
Message 9 of 35

Re: Downgrade to ADSL

from your stats you are right at bottom end of estimated range and as cab ECI there will be no speed boost from G.INP



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Cicero
Aspiring Expert
548 Views
Message 10 of 35

Re: Downgrade to ADSL

Thanks, not quite sure of reply, is it that my line is too slow really for CAB to check the performance ?

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