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iWalden92
Contributor
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Message 1 of 14

Speed has dropped significantly over the past 12 months

Hi All

 

 

I'm hoping someone can help with BT Infinity 2 speed issue.

 

Over the past 12 months I've seen a steady decline in my broadband speed which I've logged with BT on a number of occasions without any success, they normally tell me that they've checked the line and that they can't find a fault. 

 

Historically I used to get around 54mbps which was acceptable for my area.Unfortunately this has declined  over recent months and I now get 37.74 mbps based upon the latest BT Wholesale speed test. 

 

BT Wholesale.PNG

 

BT's site says the minimum guaranteed speed for my home is 52mbps which is significantly higher than the 37.74mpps I'm currently getting Smiley Sad

 

BT Estimate.png

 

BT Checker.png

 

I'm using a SmartHub (Home Hub 6) which plugged into the master socket (currently using a MK1 faceplate).

 

I've copied the technical log off of my SmartHub as this may help diagnose, I recently had to reboot the Hub as it dropped the Internet. 

 

Product name:

BT Hub 6A

Serial number:

+084319+NQ62238965

Firmware version:

SG4B100021F4

Firmware updated:

22/06/16

Board version:

1.0

Gui version:

1.28.3

DSL uptime:

0 Days, 0 Hours 46 Minutes 58 Seconds

Data rate:

16.57 kbps / 40.76 kbps

Maximum data rate:

16573 / 40761

Noise margin:

6.1 / 6.5

Line attenuation:

17.8

Signal attenuation:
 
VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

88 MB Uploaded / 650 MB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Not active

2.4 GHz wireless network name:

BTHub6-7PHX

2.4 GHz wireless channel:

Smart (Channel 1)

5 GHz wireless network name:

BTHub6-7PHX-5

5 GHz wireless channel:

Smart (Channel 36)

Wireless security:

WPA2 (Recommended)

Band steering:

Off

Wireless mode:

Mode 1

Firewall:

On

MAC address:

90:4D:4A:1D:79:14

Software variant:

-

Boot loader:

7.33.1

 

Sorry for the long post guys, just wanted to try and give you all as much information. Smiley Embarassed

 

Kind regards,

Alex

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13 REPLIES 13
Distinguished Sage
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Message 2 of 14

Re: Speed has dropped significantly over the past 12 months

Can you remove the face plate and try the test socket?
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iWalden92
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Message 3 of 14

Re: Speed has dropped significantly over the past 12 months

Hi Webby, thank you for your reply.

Do I connect the micro filter front panel directly into the test socket?
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Distinguished Sage
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Message 4 of 14

Re: Speed has dropped significantly over the past 12 months

Yeah you connect the micro filter to the test socket after removing the face plate.
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Message 5 of 14

Re: Speed has dropped significantly over the past 12 months

Like this

 

infinity_test.jpg

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iWalden92
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Message 6 of 14

Re: Speed has dropped significantly over the past 12 months

Hi Guys

 

I've removed the faceplate and plugged a microfilter directly into test socket and am now getting 39.52Mbps which is an improvement from yesterday but still 12Mbps below the guaranteed minimum speed Smiley Sad

 

BT Speed Test (15.10.16).PNG

BT Wholesale (15.10.16).PNG 
Technical Log
 
Product name:

BT Hub 6A

Serial number:

+084319+NQ62238965

Firmware version:

SG4B100021F4

Firmware updated:

22/06/16

Board version:

1.0

Gui version:

1.28.3

DSL uptime:

0 Days, 0 Hours 19 Minutes 27 Seconds

Data rate:

16.58 kbps / 42.35 kbps

Maximum data rate:

16584 / 42352

Noise margin:

6 / 6.2

Line attenuation:

17.8

Signal attenuation:
 
VPI / VCI:

0/38

Modulation:

G_993_2_ANNEX_B

Latency type:

Fast Path

Data sent / received:

94 MB Uploaded / 2554 MB Downloaded

Broadband username:

bthomehub@btbroadband.com

BT Wi-fi:

Not active

2.4 GHz wireless network name:

BTHub6-7PHX

2.4 GHz wireless channel:

Smart (Channel 1)

5 GHz wireless network name:

BTHub6-7PHX-5

5 GHz wireless channel:

Smart (Channel 36)

Wireless security:

WPA2 (Recommended)

Band steering:

Off

Wireless mode:

Mode 1

Firewall:

On

MAC address:

90:4D:4A:1D:79:14

Software variant:

-

Boot loader:

7.33.1

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Distinguished Sage
Distinguished Sage
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Message 7 of 14

Re: Speed has dropped significantly over the past 12 months

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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iWalden92
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Message 8 of 14

Re: Speed has dropped significantly over the past 12 months

Hi Keith

I called 17070 and tried the quiet line test, all I hear is a faint static sort of noise, don't know if that's normal?
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Distinguished Sage
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Message 9 of 14

Re: Speed has dropped significantly over the past 12 months

Not normal, you need to report a line fault.
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iWalden92
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Message 10 of 14

Re: Speed has dropped significantly over the past 12 months

I've spoken with BT and they can't find a fault on the line but they've agreed that I'm not getting the minimum guaranteed speed.

 

The only possible solution they gave me was to request a BT engineer but it may cost me £130 if the fault is found within the premise. 

 

Is there anything I can do before requesting a BT engineer as I don't want to potentially shell out £130 Smiley Sad

 

 

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