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mgeorge
Aspiring Contributor
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Message 1 of 12

Unstable an much below expectations connection

Hi guys, 

 

My Infitiny connection is drivign me crazy. I have the 75 mbps contract and according to BT I should have had around 68 Mbs/ 10 Mbs of connection at my address. The connection was activated on the 25th of July and since have been around 30-33Mbps/4-5Mbps. I diligently waited for the 3 days, but nothing happend - it is still slower than expected and quite unstable.  And THAT is really making me mad - it drops on an average 5-6 times per day. I have contacted BT support via the chat. It was one time kind of experience - the chat was disconnecting every 30 seconds and the support agent was asking me the same questions over and over, and over again for something like 40 minutes. I took a print of the chat as a PDF, because it would have been just hilarious if it wasn't really important for me to have a stable connection - I'm working often from home and I'm unable to have a single Lync/Skype session, not to speak of any virtual meeting session. Now the fault tracker is indicating a BT Retail Servers fault (whatever that means!) and no way to follow up or to see the development of the story. So I'm lost. Shall I cancel my service with BT? 

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Distinguished Sage
Distinguished Sage
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Message 2 of 12

Re: Unstable an much below expectations connection

was this a self install or engineer?  if self instal are you conencted to test socket with a new filter?

 

can you go to hub manager then troubleshooting then helpdesk and post stats

 

can you enter your phoner number and post results  remember to delete number  https://www.btwholesale.com/includes/adsl/main.html



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mgeorge
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Message 3 of 12

Re: Unstable an much below expectations connection

It's a self-install, on a test socket, no filter (I haven\t been provided with such)

 

1. Product Name: HomeHub5 2. Serial number: +076284+1513000227 3. Firmware version: v0.07.03.0814-BT (Type B) Last updated [Unknown] 4. Board version: 01 5. VDSL uptime: 0 days, 00:02:47 6. Data Rate: 7265 / 33568 7. Maximum Data Rate: 7394 / 39161 8. Noise Margin: 3.1 / 6.5 9. Line Attenuation: 0.0 / 20.2 10. Signal Attenuation: 0.0 / 0.0 11. Data sent/received: 1.0 MB / 3.6 MB 12. Broadband username: bthomehub@btbroadband.com 13. BT Wi-fi: No 14. 2.4GHz wireless network/SSID: SUNFLOWER 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: Automatic (Smart Wireless) 18. 5GHz wireless network/SSID: SUNFLOWER 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: Automatic (Smart Wireless) 22. Firewall: Default 23. MAC Address: 5c:dc:96:03:61:2f 24. Software variant: - 25. Boot loader: 0.5.0-BT (Tue Jun 17 18:52:56 2014)

 

 

BT BROADBAND AVAILABILITY CHECKER

Telephone Number ************ on Exchange SPENCERS WOOD is served by Cabinet 1

 

Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

Availability Date

  HighLowHighLow    

FTTC Range A (Clean)68.650.32014.1--Available
FTTC Range B (Impacted)59.73319.98.9--Available
 
WBC ADSL 2+Up to 3.5--2 to 6Available
WBC ADSL 2+ Annex MUp to 3.5Up to 0.52 to 6Available
ADSL MaxUp to 2.5--1.5 to 3.5Available
WBC Fixed Rate1----Available
Fixed Rate1----Available
Other Offerings
FTTP on Demand33030--Available
Fibre Multicast------Available
Copper Multicast------Available

 

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Distinguished Sage
Distinguished Sage
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Message 4 of 12

Re: Unstable an much below expectations connection

sorry but are you using the test socket as shown here  test socket.jpg

 

you need to use a filter unless your socket looks like this

 

fibre SSFP.jpg

 

your estimated speed is anything between 68/50mb according to the checker



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mgeorge
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Message 5 of 12

Re: Unstable an much below expectations connection

Yes, I'm using exactly this socket. 

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Distinguished Sage
Distinguished Sage
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Message 6 of 12

Re: Unstable an much below expectations connection

sorry do you mean the test socket shown in top pic?  if so are you using a filter?



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mgeorge
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Message 7 of 12

Re: Unstable an much below expectations connection

I am using the test socket. I am *not* using a filter.

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Distinguished Sage
Distinguished Sage
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Message 8 of 12

Re: Unstable an much below expectations connection

you should be using a filter which you probably got with the hub  without the fillter any incoming calls whether phone attached or not will drop your broadband connection



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mgeorge
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Message 9 of 12

Re: Unstable an much below expectations connection

I'm sligtly confused. You said, I'm quoting "you need to use a filter unless your socket looks like this". My socket looks like this. So I still need to use a filter? And no, there was no filter provided with the hub. 

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Distinguished Sage
Distinguished Sage
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Message 10 of 12

Re: Unstable an much below expectations connection

if your socket looks like my top pick with test socket then you need a filter when using the test socket   if your socket looks like my bottom pic with 2 sockets - adsl/vdsl and phone - then using the top socket you do not need a filter as it is built in



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