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Newbie
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Message 1 of 6

low Infinity speed and frequent disconnections - intermittent noise on line

Hi,

 

I am hoping that someone will be able to help me resolve the problem with my Infinity connection.  The download speed seems to stabilise at around 20 mbps but has dropped to as low as 7 in the past. The connection will be fine for several days, followed by 2/3 days of the broadband constantly dropping out, often every 5 – 10 minutes over several hours. This seems to be after heavy rain or in damp weather conditions.

 

I raised a fault in October after a diagnostic test showed that something was wrong.  An engineer visited and confirmed that the internal wiring was all okay.  I explained that the fault and the noise on the line is intermittent, but the quality was fine during the quiet line test. He replaced the hub 3 with a hub 5 and advised that the line and broadband tested okay, except for the low speed of 20 mbps. He went off to check the cabinet and exchange equipment; following this there was a huge improvement in the clarity of landline calls.

 

After a few weeks the download speed (on Infinity 2) reached 28mbps. As we were out of contract I called BT to renew for a further year; it was suggested that we drop down to Infinity 1 due to the speed issue.

 

Over the last few weeks the problem has returned, there is a buzzing on the quiet line test, on Saturday the connection dropped every few minutes. The noise margin on the hub is 11.6 / 14.7.

 

Just to top it all off, I have just received the latest bill and have been charged for the engineer’s visit! The engineer didn’t advise me that the visit would be chargeable and there was no fault found with the internal wiring.


I’ve posted my hub stats, and part of the event log.

 

Thank you.

 

1. Product name:

BT Home Hub

2. Serial number:

+068342+NQ41048847

3. Firmware version:

Software version 4.7.5.1.83.8.204.1.11 (Type A) Last updated 06/01/16

4. Board version:

BT Hub 5A

5. DSL uptime:

1 days, 12:34:09

6. Data rate:

3696 / 21412

7. Maximum data rate:

9600 / 40152

8. Noise margin:

11.6 / 14.7

9. Line attenuation:

26.8 / 19.5

10. Signal attenuation:

27.5 / 17.3

11. Data sent/received:

3.8 GB / 22.7 GB

12. Broadband username:

bthomehub@btbroadband.com

13. BT Wi-fi:

No

14. 2.4 GHz Wireless network/SSID:

BTHub5

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

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:

34:8a:ae:c0:0e:f6

24. Modulation:

G.993.2 Annex B

25. Software variant:

AA

26. Boot loader:

1.0.0

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Newbie
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Message 2 of 6

Re: low Infinity speed and frequent disconnections - intermittent noise on line

 

22:03:41, 30 Dec.

(81383.110000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username

22:03:41, 30 Dec.

(81383.100000) CWMP: Session start now. Event code(s): '6 CONNECTION REQUEST,4 VALUE CHANGE'

22:03:40, 30 Dec.

(81382.660000) CWMP: Initializing transaction for event code 6 CONNECTION REQUEST

22:03:38, 30 Dec.

(81380.710000) CWMP: session completed successfully

22:03:38, 30 Dec.

(81380.530000) CWMP: HTTP authentication success from https://pbthdm.bt.mo

22:03:36, 30 Dec.

(81378.830000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username

22:03:36, 30 Dec.

(81378.830000) CWMP: Session start now. Event code(s): '2 PERIODIC,4 VALUE CHANGE'

22:03:36, 30 Dec.

(81378.390000) CWMP: Initializing transaction for event code 2 PERIODIC

21:31:16, 30 Dec.

(79438.800000) CWMP: session completed successfully

21:31:16, 30 Dec.

(79438.410000) CWMP: HTTP authentication success from https://pbthdm.bt.mo

21:31:14, 30 Dec.

(79436.050000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username

21:31:14, 30 Dec.

(79436.040000) CWMP: Session start now. Event code(s): '6 CONNECTION REQUEST,4 VALUE CHANGE'

21:31:13, 30 Dec.

(79435.190000) CWMP: Initializing transaction for event code 6 CONNECTION REQUEST

21:31:11, 30 Dec.

(79433.550000) CWMP: session completed successfully

21:31:11, 30 Dec.

(79433.370000) CWMP: HTTP authentication success from https://pbthdm.bt.mo

21:31:09, 30 Dec.

(79431.380000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username

21:31:09, 30 Dec.

(79431.370000) CWMP: Session start now. Event code(s): '2 PERIODIC,4 VALUE CHANGE'

21:31:08, 30 Dec.

(79430.930000) CWMP: Initializing transaction for event code 2 PERIODIC

19:47:31, 30 Dec.

(73213.760000) CWMP: session completed successfully

19:47:31, 30 Dec.

(73213.570000) CWMP: HTTP authentication success from https://pbthdm.bt.mo

19:47:24, 30 Dec.

(73206.300000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username

19:47:24, 30 Dec.

(73206.290000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'

19:46:34, 30 Dec.

(73156.380000) CWMP: session closed due to error: No response

19:46:31, 30 Dec.

(73153.620000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username

19:46:31, 30 Dec.

(73153.610000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'

19:45:59, 30 Dec.

(73121.290000) CWMP: session closed due to error: No response

19:45:58, 30 Dec.

(73120.470000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username

19:45:58, 30 Dec.

(73120.460000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'

19:45:58, 30 Dec.

(73120.010000) CWMP: Initializing transaction for event code 4 VALUE CHANGE

19:09:27, 30 Dec.

(70928.950000) CWMP: session completed successfully

19:09:26, 30 Dec.

(70928.770000) CWMP: HTTP authentication success from https://pbthdm.bt.mo

19:09:22, 30 Dec.

(70924.020000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username

19:09:22, 30 Dec.

(70924.010000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'

19:08:31, 30 Dec.

(70873.910000) CWMP: session closed due to error: No response

19:08:29, 30 Dec.

(70871.230000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username

19:08:29, 30 Dec.

(70871.220000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'

19:07:57, 30 Dec.

(70839.860000) CWMP: session closed due to error: No response

19:07:57, 30 Dec.

(70839.000000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username

19:07:57, 30 Dec.

(70839.000000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'

19:07:56, 30 Dec.

(70838.540000) CWMP: Initializing transaction for event code 4 VALUE CHANGE

19:01:47, 30 Dec.

(70469.880000) CWMP: session completed successfully

19:01:47, 30 Dec.

(70469.550000) CWMP: HTTP authentication success from https://pbthdm.bt.mo

19:01:39, 30 Dec.

(70461.770000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username

19:01:39, 30 Dec.

(70461.760000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'

 

 

BT Wholesale Broadband Performance Test

 

Broadband Speed Test Results

 

Download Speed (Mbps):    20.33

Upload Speed (Mbps):          3.14        

Ping Latency (ms):             33.63        

             

 

 

BT Broadband

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VDSL Range A (Clean)73.7552017--Available--------
VDSL Range B (Impacted)57.430198.5--Available--------
FTTP on Demand33030--Available--------

 

 

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Distinguished Sage
Distinguished Sage
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Message 3 of 6

Re: low Infinity speed and frequent disconnections - intermittent noise on line

You should not have been charged for the visit if no fault was found in your internal wiring, you need to query the charge. There is obviously a line fault that the engineer failed to clear that needs a re-visit by an engineer. Report it as a noisy line fault, once the source of the noise has been cleared your broadband speed will recover.

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Newbie
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Message 4 of 6

Re: low Infinity speed and frequent disconnections - intermittent noise on line

Thank you, I will definitely query the charge.

The only problem with the line fault is that it quickly clears when the weather is dry. I need to catch it in a long spell of rain!
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Distinguished Sage
Distinguished Sage
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Message 5 of 6

Re: low Infinity speed and frequent disconnections - intermittent noise on line

Always a problem with that type of fault unfortunately.

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Newbie
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Message 6 of 6

Re: low Infinity speed and frequent disconnections - intermittent noise on line

I do wonder whether the Home Hub is more sensitive to noise on the line, I've been considering replacing it with a TP Link modem/router.
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