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Fatboyslick
Contributor
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Message 1 of 8

fibre speed less than neighbours and less than 20 when paying for 40

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Any ideas on what I can do to get this resolved please? 

I had HH5 and upgraded to Smart Hub....speed on both roughly at 16mbps wirelessly. Wired in I get 19ish

speed fluctuates on regular basis.

neighbour gets closer to 30mbps

 

will an engineer fix it

 

Ive tried calling BT everyday this week but they keep hanging up on me and the vicious circle of trying to resolve this goes on

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Message 2 of 8

Re: fibre speed less than neighbours and less than 20 when paying for 40

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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/

The stats for the Home Hub 6 can be found on the Information page from http://192.168.1.254 then Advanced Settings -> Technical Log. 

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.
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Fatboyslick
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Message 3 of 8

Re: fibre speed less than neighbours and less than 20 when paying for 40

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Thanks. Here's my results

 

Product name: BT Hub 6A
Serial number: +084319+NQ62361730
Firmware version: SG4B100021F4
Firmware updated: 22/06/16
Board version: 1.0
Gui version: 1.28.3
DSL uptime: 0 Days, 19 Hours 5 Minutes 10 Seconds
Data rate: 3.30 kbps / 18.37 kbps
Maximum data rate: 3301 / 17670
Noise margin: 6.4 / 6.1
Line attenuation: 22.8
Signal attenuation:
 
VPI / VCI: 0/38
Modulation: G_993_2_ANNEX_B
Latency type: Fast Path
Data sent / received: 860 MB Uploaded / 1694 MB Downloaded
Broadband username: bthomehub@btbroadband.com
BT Wi-fi: Active
2.4 GHz wireless network name: BTHub6-69ZS
2.4 GHz wireless channel: Smart (Channel 6)
5 GHz wireless network name: BTHub6-69ZS-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:22:C9:78
Software variant: -
Boot loader: 7.33.1
 
 
 
Here's the speed test:
 
 
BT BROADBAND AVAILABILITY CHECKER
Telephone Number on Exchange WILMSLOW is served by Cabinet 10

 

Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

WBC FTTC Availability Date

WBC SOGEA Availability Date

Left in Jumper

  HighLowHighLow        

Featured Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

WBC FTTP Availability Date

 

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ADSL Products

Downstream Line Rate(Mbps)

Upstream Line Rate(Mbps)

Downstream Range(Mbps)

Availability Date

 

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Other Offerings

     

Availability Date

   
VDSL Range A (Clean)40307.65.6--Available----
VDSL Range B (Impacted)31.915.27.13.4--Available----
FTTP on Demand33030--Available----
WBC ADSL 2+Up to 5.5--4.5 to 9Available--Yes
WBC ADSL 2+ Annex MUp to 5.5Up to 14.5 to 9Available--Yes
ADSL MaxUp to 3.5--2 to 6Available----
WBC Fixed Rate----Available--Yes
Fixed Rate----Available----
VDSL Multicast------Available----
ADSL Multicast------Available----
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Message 4 of 8

Re: fibre speed less than neighbours and less than 20 when paying for 40

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Are you connected to the master socket or an extension?

Are you able to remove the faceplate from the master socket to locate the test socket and connect your router into that using a microfilter? If so, can you post up the connection stats again from the router when in the test socket.
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the the reply answers your question then please mark as ’Mark as Accepted Solution’
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Fatboyslick
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Message 5 of 8

Re: fibre speed less than neighbours and less than 20 when paying for 40

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Hi

 

Its the master socket.

I've now got an engineer visiting on Thursday.

Shall I wait on that before updating again?

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Distinguished Sage
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Message 6 of 8

Re: fibre speed less than neighbours and less than 20 when paying for 40

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Are you in the test socket?
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the the reply answers your question then please mark as ’Mark as Accepted Solution’
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Fatboyslick
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Message 7 of 8

Re: fibre speed less than neighbours and less than 20 when paying for 40

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Hi

 

My issue is now solved.

 

The egineer found "taps" on my line

From my main line - which received 38mbps - I had two other lines splitting off into the rest of the house.

So what was happening was my broadband was being divided down all three connections due to the wiring.

 

He removed the uneeded lines and my speed flew back up 🙂

Fatboyslick
Contributor
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Message 8 of 8

Re: fibre speed less than neighbours and less than 20 when paying for 40

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As a bit of feedback to BT - it'd have been great had your telehone "help" line had the same equiment as your engineer I wouldnt have spent months trying to sort this out over the phone.

He could see there was taps on the line before he even got here

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