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awhpcooper
Aspiring Contributor
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Message 1 of 10

Slow Broadband Infinity 2

Infinity 2 package, with slow speeds for a while now, highlighted by a loss of internet when recording a UHD and HD channel similtaneously on my BT UHD box. 

Possibly made worse over the last few weeks with several (forced) reboots due to shifting some AV equipmant around which was attached to the router, so I wonder if DLM has kicked in.

I have Spoken to BT, who raised a fault with the engineers who called in Xmas eve morning to report they had remotely reset the line to correct a fault -but didn't explain what this entailed.  They advised not to disconnect the router for 24 hours which I have done - line has been synced for over 3 days now, but stats don't seem to show any change in speed.

Stats from router shown below.  Noise Margin has remained around 10 for the last 3 days, monitoring with routerstats.

Not really understanding what I should be looking at, but I was expecting the noise margin to go down after the engineer sorted the error.  Am I being impatient after just 3 days, or do I need to restart the modem to trigger the change?

BT Wholesale speedchecker gives these readings 

 

26/12/2018 BTW Performance Test
http://speedtest.btwholesale.com/ 1/1
FAQ
1. Best Effort Test: -provides background information.
Download Speed
73.35 Mbps
0 Mbps
35.2 Mbps
Max Achievable Speed
Download speed achieved during the test was - 73.35 Mbps
For your connection, the acceptable range of speeds is 24.64 Mbps-35.2 Mbps .
Additional Information:
IP Profile for your line is - 35.2 Mbps
2. Upstream Test: -provides background information.
Upload Speed
11.97 Mbps
0 Mbps
20 Mbps
Max Achievable Speed
Upload speed achieved during the test was - 11.97Mbps
Additional Information:
Upstream Rate IP profile on your line is - 20 Mbps

 

Homehub 5 helpdesk details

 

1. Product name:BT Home Hub
2. Serial number:+068343+NQ42057597
3. Firmware version:Software version 4.7.5.1.83.8.236.1.2 (Type A) Last updated 19/07/17
4. Board version:BT Hub 5A
5. DSL uptime:3 days, 05:34:06
6. Data rate:15204 / 38170
7. Maximum data rate:15225 / 45934
8. Noise margin:6.2 / 9.7
9. Line attenuation:23.6 / 18.0
10. Signal attenuation:23.5 / 17.9
11. Data sent/received:3.3 GB / 141.4 GB
12. Broadband username:

bthomehub@btbroadband.com

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awhpcooper
Aspiring Contributor
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Message 2 of 10

Re: Slow Broadband Infinity 2

Exchange BICKINGTON is served by Cabinet 2
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)	72.1	51.5	20	14	46.1	Available	--	--	
VDSL Range B (Impacted)	69.9	48.1	20	12.5	40	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 2.5	--	1 to 4	Available	--	--	
ADSL Max	Up to 2	--	1 to 3.5	Available	--	--	
WBC Fixed Rate	1	--	--	Available	--	--	
Fixed Rate	1	--	--	Available	--	--	
Observed Speeds

VDSL

Max Observed Downstream Speed (Mbps)	39.99					
Max Upstream Observed Speed (Mbps)	15.23					
Observed Date	2018-12-23					
Other Offerings




Availability Date



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

Status

Bridge Tap	N						
VRI	N						
NTEFaceplate	N						
Last Test Date	10-12-2018
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Distinguished Sage
Distinguished Sage
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Message 3 of 10

Re: Slow Broadband Infinity 2

te btspeedtester results are wron as they show 73mb download but connection speed is only 38mb

are you using the test socket with a filter  to see if that helps as it eliminates your internal wiring and faulty faceplate - try this even if you currently use filtered master socket  can you post new stats

at present your max attainable is lower than your estimated range

try quiet line test  dial 17070 option 2 should be silent and best with corded phone



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awhpcooper
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Message 4 of 10

Re: Slow Broadband Infinity 2

	
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:	BT Home Hub
2. Serial number:	+068343+NQ42057597
3. Firmware version:	Software version 4.7.5.1.83.8.236.1.2 (Type A) Last updated 19/07/17
4. Board version:	BT Hub 5A
5. DSL uptime:	0 days, 00:02:25
6. Data rate:	15559 / 38170
7. Maximum data rate:	15580 / 52101
8. Noise margin:	6.0 / 10.0
9. Line attenuation:	23.7 / 18.0
10. Signal attenuation:	23.5 / 18.0
11. Data sent/received:	3.7 GB / 151.8 GB
12. Broadband username:	bthomehub@btbroadband.com

Already connected to an openreach mk2 master socket, but I have disconnected and plugged a filter into the socket behind that and it gives v similar readings (see above)

 

Quiet line test is quiet.

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awhpcooper
Aspiring Contributor
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Message 5 of 10

Re: Slow Broadband Infinity 2

results via filter

Home Image not loadedTesting Image not loadedResult Image not loaded


 		 	
FAQ
Results Image not loaded



1. Best Effort Test:  -provides background information.

Download Speed
88.46 Mbps
 	
0 Mbps	35.2 Mbps
Max Achievable Speed

 Download speedachieved during the test was - 88.46 Mbps
 For your connection, the acceptable range of speedsis 24.64 Mbps-35.2 Mbps .
 Additional Information:
 IP Profile for your line is - 35.2 Mbps

2. Upstream Test:  -provides background information.

Upload Speed
12.6 Mbps
 	
0 Mbps	20 Mbps
Max Achievable Speed

Upload speed achieved during the test was - 12.6Mbps
 Additional Information:
 Upstream Rate IP profile on your line is - 20 Mbps


We were unable to identify any performance problem with your service at this time.
It is possible that any problem you are currently, or had previously experienced may have been caused by traffic congestion on the Internet or by the server you were accessing responding slowly.
If you continue to encounter a problem with a specific server, please contact the administrator of that server in the first instance.

Please visit the FAQ if you are unable to understand the test results.

 
 		 

results back in master socket once front reconnected

Home Image not loadedTesting Image not loadedResult Image not loaded


 		 	
FAQ
Results Image not loaded



1. Best Effort Test:  -provides background information.

Download Speed
88.46 Mbps
 	
0 Mbps	35.2 Mbps
Max Achievable Speed

 Download speedachieved during the test was - 88.46 Mbps
 For your connection, the acceptable range of speedsis 24.64 Mbps-35.2 Mbps .
 Additional Information:
 IP Profile for your line is - 35.2 Mbps

2. Upstream Test:  -provides background information.

Upload Speed
12.6 Mbps
 	
0 Mbps	20 Mbps
Max Achievable Speed

Upload speed achieved during the test was - 12.6Mbps
 Additional Information:
 Upstream Rate IP profile on your line is - 20 Mbps


We were unable to identify any performance problem with your service at this time.
It is possible that any problem you are currently, or had previously experienced may have been caused by traffic congestion on the Internet or by the server you were accessing responding slowly.
If you continue to encounter a problem with a specific server, please contact the administrator of that server in the first instance.

Please visit the FAQ if you are unable to understand the test results.

 
 		 

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Distinguished Sage
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Message 6 of 10

Re: Slow Broadband Infinity 2

is the master NTE5 mk2?  like this  fibre SSFP.jpg

 

if so then after removing front plate youy need to emove the middle section before you see the actual test socket shown by black arrow

test-socket-thumb.jpg

test socket (Assumimng it was one shown by black arrow) giving slightly higher attainable but similar connection speed  The BTspeedtester results are showing a download speed well in excess of your conenction speed and are rubbish   you could try a different browser maybe Edge or Chrome



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awhpcooper
Aspiring Contributor
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Message 7 of 10

Re: Slow Broadband Infinity 2

yes it is similar to the picture, but a mk2 version on top right corner.  Filter was plugged into the inner socket as described, but no difference in speed seen

 

I have run the btwholesale speedtest on my daughter's PC, connected via ethernet to the router with everything else turned off (previous tests were on a chromebook as I don't have access to a laptop)

this gives presumably a more accurate result

FAQ
1. Best Effort Test: -provides background information.
Download Speed
25.73 Mbps
0 Mbps 35.2 Mbps
Max Achievable Speed
 Download speed achieved during the test was - 25.73 Mbps
 For your connection, the acceptable range of speeds is 24.64 Mbps-35.2 Mbps .
 Additional Information:
 IP Profile for your line is - 35.2 Mbps
2. Upstream Test: -provides background information.
Upload Speed
11.12 Mbps
0 Mbps 20 Mbps
Max Achievable Speed
Upload speed achieved during the test was - 11.12Mbps
 Additional Information:
 Upstream Rate IP profile on your line is - 20 Mbps
We were unable to identify any performance problem with your service at this time.
It is possible that any problem you are currently, or had previously experienced may have been
caused by traffic congestion on the Internet or by the server you were accessing responding slowly.
If you continue to encounter a problem with a specific server, please contact the administrator of that
server in the first instance.
Please visit the FAQ if you are unable to understand the test results.
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awhpcooper
Aspiring Contributor
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Message 8 of 10

Re: Slow Broadband Infinity 2

looking at some historical ookla speedtest results on the app on my phone, I was getting in the 50s in 2017, so not sure when or why it reduced.

Only noticed the drop since started watching BTUHD ch 433 in the last few weeks, and seeing the internet drop out for other connections.

Should I not be getting higher than 35Mbs on the Infinity 2 package?

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Distinguished Sage
Distinguished Sage
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Message 9 of 10

Re: Slow Broadband Infinity 2

Your estimated range is 72/51mb and from your stats your max attainable is only 52mb and no better in test socket. If on infinity 2 up to 80mb but you can only get what your line can handle and from current stats that is not even at infinity 1 max of 55mb

you could try phoning customer services and get engineer visit and see if engineer can find a fault and get a bit more speed from your line



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awhpcooper
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Message 10 of 10

Re: Slow Broadband Infinity 2

Bt engineer visited on Sat. No line faults found but he has fitted a new Mk 4 master socket and probably more importantly reset DLM.

Noise margin has since reduced from 10 to 6, which has seen the speed increase to 45ish. Engineer thought it unlikely we'd ever get over 56 as we are over 600m from cabinet, so probably wasting money having infinity 2, but I'll let things settle for a few weeks and then tackle that with BT if I remain stuck in the 40s.

Thanks for your help
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