cancel
Showing results for 
Search instead for 
Did you mean: 
Shazza11
Aspiring Contributor
498 Views
Message 1 of 33

Speed not as estimated

Go to solution
Hi please be gentle with me this is my 1st post and I'm not very knowledgable about the instal etc.
We upgraded to infinity on 6th May after being told that we could expect speed of 30mbs-38mbs download and upload speeds of 6.1mb-7.8mb
The engineer that came was a sub contractor for BT.
Our master socket is located in the hallway but has never been used and didn't even have a socket to plug a phone into(installed 30yrs+) along with a phone socket in the living room, where we had our Hub 4 plugged in and an extension upstairs in the bedroom. After looking at the job he said if he wired the Hub to the master socket the bedroom extension would no longer work. So he said the only way to do the wiring so the Hub could still be located in the living room (we have a wired connection to Sky box) was to make the socket in the living room a data only socket and the master socket in the hallway he fitted an Openreach Mk2 and moved the phone into the hallway.
The speeds before he left we in the mid 20s but he said they may settle down in a few days if not to ring BT.
I rang BT that evening just to inform them I weren't getting the speeds I was expecting they said to call back on Friday.
I rang them sat as no improvement was told there was a fault from the outside my property and would be fixed by Tuesday.
I received an email referring to the fault and was able to track it. Today the fault status says it has been fixed.
No it hasn't.
I rang again today the gentleman who I spoke to today asked me to move my hub to the master socket and do a speed test the speedtest results from that socket were only just reaching 20mbs.
He said the only thing he could do was to sent an engineer out but I had to agree to a disclaimer first saying that if the fault is ours we are liable for £130 for the engineers visit.
Any advice please before the engineer comes out on Tuesday?
0 Ratings
32 REPLIES 32
Distinguished Sage
Distinguished Sage
494 Views
Message 2 of 33

Re: Speed not as estimated

Go to solution

Do not worry about the £130 engineer charge. You have clearly had a bad install. The installer would appear not to have done a proper job of changing your master socket etc. The Openreach engineer should be able to sort things out properly and you should get the speeds you were estimated to get.

 

Make sure that you are getting the correct speeds before the engineer leaves. If they are not correct then, it is unlikely they will get better after he has gone.

0 Ratings
Distinguished Guru
435 Views
Message 3 of 33

Re: Speed not as estimated

Go to solution

Can you run this checker and post back a screen shot of the results

http://www.dslchecker.bt.com/adsl/adslchecker.welcome

and use this speed tester then carry out the further diagnostics and post back a screen shot of all the results including your IP profile for up and down. This test must be done with a wired connection.

http://speedtest.btwholesale.com/

_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
If you found this post helpful, please click on the star on the left
If not, I'll try again 🙂
0 Ratings
Shazza11
Aspiring Contributor
391 Views
Message 4 of 33

Re: Speed not as estimated

Go to solution
Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

Availability Date

High Low High Low
FTTC Range A (Clean) 38.1 29.9 7.8 6.1 -- Available
FTTC Range B (Impacted) 31.2 16.4 7.8 4.7 -- Available

WBC ADSL 2+ Up to 11 -- 6.5 to 15 Available
WBC ADSL 2+ Annex M Up to 11 Up to 1 6.5 to 15 Available
ADSL Max Up to 8 -- 7 to 8 Available
WBC Fixed Rate 2 -- -- Available
Fixed Rate 2 -- -- Available
Other Offerings
Fibre Multicast -- -- -- Available
Copper Multicast -- -- -- Available
0 Ratings
Distinguished Guru
387 Views
Message 5 of 33

Re: Speed not as estimated

Go to solution
Ok so the range is anywhere between 16 - 38. What are you getting?

Do you have a Homehub5?
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
If you found this post helpful, please click on the star on the left
If not, I'll try again 🙂
0 Ratings
Shazza11
Aspiring Contributor
369 Views
Message 6 of 33

Re: Speed not as estimated

Go to solution

 Yes, we have an home hub 5

 

dowload speed is 26.96

upload speed is    1.82

ping                    44

 

 

that is probably the best we have had

also connection drops to below 8mbs download at time blue lights still on hub but have to restart for sppeds to get back up surely this cant be right

0 Ratings
Distinguished Guru
360 Views
Message 7 of 33

Re: Speed not as estimated

Go to solution
That's good because you can see your line stats in troubleshooting/helpdesk

This may work http://bthomehub.home/index.cgi?active_page=9140&active_page_str=page_hdesk&req_mode=1&mimic_button_...

You may need to log on using the password on the card in the back of the homehub.
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
If you found this post helpful, please click on the star on the left
If not, I'll try again 🙂
0 Ratings
Shazza11
Aspiring Contributor
352 Views
Message 8 of 33

Re: Speed not as estimated

Go to solution

just had a look but doesnt mean much to me really.

 What should I be looking for?

0 Ratings
Distinguished Guru
347 Views
Message 9 of 33

Re: Speed not as estimated

Go to solution
You should look for Data Rate and Noise Margin, they tell the story of your connection.
_ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
If you found this post helpful, please click on the star on the left
If not, I'll try again 🙂
0 Ratings
Shazza11
Aspiring Contributor
345 Views
Message 10 of 33

Re: Speed not as estimated

Go to solution
4. Board version:BT Hub 5A
5. VDSL uptime:0 days, 14:27:31
6. Data rate:1971 / 28403
7. Maximum data rate:1917 / 28338
8. Noise margin:5.7 / 6.0
9. Line attenuation:0.0 / 31.0
10. Signal attenuation:0.0 / 26.2
0 Ratings