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jgoodwill
Beginner
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Message 1 of 26

infinity connection keeps dropping out

please help! we are at witts end and about to involve the commu ications ombudsman. we have had a new 75mb infinity package for 3 months now which for the same amount of time has been constantly dropping out. We have had 6 engineers the line pair has been changed the box in our house and all other wiring has been changed yet when the engineer leaves it's working again it goes back to a reduced 20mb or less and connection drops out at shirts end and don't want to leave BT for Virgin but feel I have no choicd
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25 REPLIES 25
jgoodwill
Beginner
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Message 2 of 26

Re: infinity connection keeps dropping out

Product name: BT Hub 6A
Serial number: +084316+NQ74744130
Firmware version: SG4B1000B522
Firmware updated: 24-Mar-2018
Board version: 1.0
Gui version: 1.64.0
DSL uptime: 0 Days, 0 Hours 20 Minutes 7 Seconds
Data rate: 12.43 Mbps / 32.64 Mbps
Maximum data rate: 12512 / 31903
Noise margin: 6.1 dB / 5.8 dB
Line attenuation: 31.2 dB
Signal attenuation:
VPI / VCI: 0/38
Modulation: G_993_2_ANNEX_B
Latency type: Fast Path
Data sent / received: 28 MB Uploaded / 62 MB Downloaded
Broadband username: bthomehub@btbroadband.com
BT Wi-fi: Active
2.4 GHz wireless network name: BTHub6-FGZH
2.4 GHz wireless channel: Smart (Channel 6)
5 GHz wireless network name: BTHub6-FGZH
2.4 GHz wireless channel: Smart (Channel 6)
5 GHz wireless network name: BTHub6-FGZH
5 GHz wireless channel: Smart (Channel 44)
Wireless security: WPA2 (Recommended)
Wireless mode: Mode 1
Firewall: On
MAC address: D8:D7:75:AC:B7:A7
Software variant: -
Boot loader: 9.2.0
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imjolly
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Message 3 of 26

Re: infinity connection keeps dropping out

can you enter your phone number and post results  remember delete number http://dslchecker.bt.com/adsl/adslchecker.welcome

from your stats your max attainable is only 32mb so no point with infinity 2 as you cannot even reach the infinity 1 max

your router just reset was that for the firmware update?

when was last engineer visit?  did engineer reset your connection?



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jgoodwill
Beginner
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Message 4 of 26

Re: infinity connection keeps dropping out

Hi thank for replying. My max line speed is 75mb and 20mb upload. I will post the results of the test when my internet actually reconnects. The recent reset was when the engineer was here this morning but any fix that he did has now been wiped out and it's gone back to poor service and cutting out
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imjolly
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Message 5 of 26

Re: infinity connection keeps dropping out

the BT quoted package figures 75/20 or 80/20mb are maximum speeds but not all lines are capable of reaching these speeds  the results of the dslchecker will show your range of speeds but from your router stats the max attainable speed is only 32mb



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jgoodwill
Beginner
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Message 6 of 26

Re: infinity connection keeps dropping out

 

T BROADBAND AVAILABILITY CHECKER

Telephone Number on Exchange HAVANT is served by Cabinet 16

 

 

Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Handback Threshold(Mbps)WBC FTTC Availability DateWBC SOGEA Availability DateLeft in Jumper  High Low High Low        Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)WBC FTTP Availability Date   ADSL ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)Availability Date Left in JumperOther Offerings     Availability Date   Premise environmentStatus

VDSL Range A (Clean)8063.3201955AvailableAvailable-- 
VDSL Range B (Impacted)76.2492015.639.8AvailableAvailable-- 
FTTP on Demand33030--Available---- 
WBC ADSL 2+Up to 16.5--13 to 20.5Available---- 
WBC ADSL 2+ Annex MUp to 16.5Up to 113 to 20.5Available---- 
ADSL MaxUp to 6.5--5.5 to 8Available---- 
WBC Fixed Rate2 ----Available---- 
Fixed Rate2 ----Available---- 
VDSL Multicast------Available---- 
ADSL Multicast------Available---- 
Bridge TapU      
VRIN      
NTEFaceplateN      
Last Test Date12-03-2018   
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jgoodwill
Beginner
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Message 7 of 26

Re: infinity connection keeps dropping out

As you can see from those stats my max is in the 80 range as cionfirmed by BT themselves. When i pick up my phone line it crackles i have just noticed it goes back to 70mb+ after i pick up my landline phone which i dont normally have plugged in

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imjolly
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Message 8 of 26

Re: infinity connection keeps dropping out

please delete your phone number as this is public forum and you may get to many unwanted scam calls

 



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imjolly
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Message 9 of 26

Re: infinity connection keeps dropping out

do you have extension sockets in other rooms?

if you have line noise then you need phone engineer not broadband to fix the problem and probably a high resistance fault which needs engineer

you should be getting between 80/63mb



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jgoodwill
Beginner
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Message 10 of 26

Re: infinity connection keeps dropping out

00:02:05, 01 Jan.

:WAN: SENSING AUTO VDSL

00:01:41, 01 Jan.

ptm0.101:VLAN VLAN_DATA connected

00:01:41, 01 Jan.

:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]

00:01:41, 01 Jan.

:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]

00:01:40, 01 Jan.

dsl:VDSL link Up: Down Rate=80996Kbps, Up Rate=27948Kbps, SNR Margin Down=9.70dB, SNR Margin Up=6.30dB

00:00:24, 01 Jan.

:WAN: ethernet as LAN

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