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fen666
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Message 1 of 14

Totally fed up

Ok now for the facts

fibre enabled at box I have ordered faster broadband old speed 5meg constant

new hub arrived hh5 and connected new speed max 17 average 12 promised

Actual speed 2.5 .... ring bt visit one engineer finds fault on pole loop ? 3meg

I put up with this for a couple of weeks as i was paying for a better service

visit two engineer said I was 1400m away from box so my speed would drop dramatically (was not told this when i ordered)

Went up a different pole and returned with two pieces of wire which were shorting loop ? should be better he said

He fitted an openreach mk3 box on my wall and reset everthing ... brilliant 8meg steady this has stayed that way for 6 months

 now the problems starts hh5 starts dropping everyday and the speed at times would go as low as 1.5meg and even 0.67

visit three engineer said my internet was disconnected totally at times during the night and the cause was probably a dodgy phone charger somewhere ... the people over the road actually lost their bb totally ....... over the next few days it gradually increases to 6meg which is where it sits now original ip profile 8.7 new ip profile 6

 

It seems strange that my parents house which is 500 meters from the box had bb installed before xmas 2015 and has been rock solid 12meg with no disconnects until about a month ago and it is now 9meg steady ?

 

So basically does anyone have an idea whats going on ?  Thanks in advance pete

 

 

 

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Distinguished Sage
Distinguished Sage
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Message 2 of 14

Re: Totally fed up

if you have a HH5 can you go to hub manager then trobleshooting then helpdesk and post 1-12

 

 

 

can you run btspeedtester and when first test completes then run diagnostic test and post results  must be done with wired connection  btspeedtester

 

 

 

can you enter your phone number and post results  remember to delete number wholesale FTTC check

 

 

 

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

 

are there any problems in your area  http://usertools.plus.net/exchanges/mso.php

http://usertools.plus.net/exchanges/?

http://btbusiness.custhelp.com/app/service_status

http://bt.custhelp.com/app/answers/detail/a_id/15036

http://community.plus.net/exchange-information/



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Message 3 of 14

Re: Totally fed up

Can you run this checker and post back a screen shot of the results. Make sure you delete your phone number before posting.

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

Can you 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 have a Homehub 5 can you also post the stats from 1-12 by logging onto the homehub management pages then troubleshooting > helpdesk. http://bthomehub.home/
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fen666
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Message 4 of 14

Re: Totally fed up

1. Product name:BT Home Hub
2. Serial number:+068543+NQ51439218
3. Firmware version:Software version 4.7.5.1.83.8.204.1.11 (Type A) Last updated 23/07/15
4. Board version:BT Hub 5A
5. DSL uptime:1 days, 09:01:30
6. Data rate:1102 / 7086
7. Maximum data rate:1101 / 9016
8. Noise margin:6.0 / 10.1
9. Line attenuation:20.6 / 41.6
10. Signal attenuation:20.6 / 33.9
11. Data sent/received:358.5 MB / 6.2 GB
12. Broadband username:bthomehub@btbroadband.com
13. BT Wi-fi:Yes
14. 2.4 GHz Wireless network/SSID:BTHub5-CT6T
15. 2.4 GHz Wireless connections:Enabled (802.11 b/g/n (up to 144 Mb/s))
16. 2.4 GHz Wireless security:WPA2
17. 2.4 GHz Wireless channel:Automatic (Smart Wireless)
18. 5 GHz Wireless network/SSID:BTHub5-CT6T
19. 5 GHz Wireless connections:Enabled (802.11 a/n/ac (up to 1300 Mb/s))
20. 5 GHz Wireless security:WPA2
21. 5 GHz Wireless channel:Automatic (Smart Wireless)
22. Firewall:Default
23. MAC Address:00:37:b7:2b:d2:6a
24. Modulation:G.993.2 Annex B
25. Software variant:AA
26. Boot loader:1.0.0
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fen666
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Message 5 of 14

Re: Totally fed up

D.L 6.65

U.L 1.02

Ping 23.63

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Distinguished Sage
Distinguished Sage
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Message 6 of 14

Re: Totally fed up

this graph will give some idea of drop off in speed over distance from street cabinet

 

original.png



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fen666
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Message 7 of 14

Re: Totally fed up

Untitled2.jpg

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Distinguished Sage
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Message 8 of 14

Re: Totally fed up

from dslchecker your estimated speed was 7/3mb and you currently have a 7mb cnnection speed and if you can maintain a stable conenction your noise margin should reduce down to 6db with an increase in speed nearer your attainable speed of 9mb



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fen666
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Message 9 of 14

Re: Totally fed up

Being as I am 1400m from the street cabinet why is my maximum speed not around the 20meg mark or is the graph incorrect ?

Unlimited Faster Broadband

Your current plan includes:

Unlimited usage

 

  • Unlimited usage
  • Up to 17Mb download speed
  • BT NetProtect Plus
  • Unlimited BT Wi-fi minutes
  • Online storage with BT Cloud
  • BT Parental Controls
  • BT Home Hub
  • BT Protect
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Distinguished Sage
Distinguished Sage
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Message 10 of 14

Re: Totally fed up


@fen666 wrote:

Being as I am 1400m from the street cabinet why is my maximum speed not around the 20meg mark or is the graph incorrect ?

Unlimited Faster Broadband

Your current plan includes:

Unlimited usage

 

  • Unlimited usage
  • Up to 17Mb download speed
  • BT NetProtect Plus
  • Unlimited BT Wi-fi minutes
  • Online storage with BT Cloud
  • BT Parental Controls
  • BT Home Hub
  • BT Protect

with your current attenuation you are a lot further from the street cab than 1400m.  are you sure that is you cabinet as you are not always connected to the nearest cab as many have found out.  there is also no way to tell how your cable runs from the cabinet and on most occasions does not run in a straight line

 

the graph gives a good representation of expected speed over distance



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