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imjolly
Distinguished Sage
Distinguished Sage
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Message 11 of 16

Re: My package appears to have been changed without me knowing, explaining my abysmal speeds

Your connection time is only 4hrs is that due to hub dropping connection or manual reset? 

Have you tried removing bottom of master and connecting to test socket with a filter and then repost stats 



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jeffjeffedy
Aspiring Contributor
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Message 12 of 16

Re: My package appears to have been changed without me knowing, explaining my abysmal speeds

That was a manual reset. In the past if my speed dropped, a reset of the router would fix it.

But that won't work now obviously, as my package's maximum speed is now 11-12mb (which no one seems to be addressing...am I missing something?) I don't see how, if the problem is with my router or socket or whatever, that would be reflected on the BT website in my account info? That doesn't make any sense, surely?

Here's a screen of it again, just in case. This is from the BT website in my account info; the actual BT service that I have right now, which is reflected perfectly in the 10mb speed I'm currently getting...

jeffjeffedy_0-1629306502919.png

 

In response to your other question, I'm not really sure what you mean about removing the bottom of master etc?

 

(by the way I apologise if I'm coming across standoffish, I've had a long week and have been displeased with BT for a while. I appreciate you trying to help)

 

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garybs29
Recognised Expert
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Message 13 of 16

Re: My package appears to have been changed without me knowing, explaining my abysmal speeds

Everything in this thread asking for the stats etc is trying to help you with the speed issues! Nobody is ignoring it. The stats will help with potentially diagnosing issues & the other checks will prove if there's issues or not on the parts BT aren't responsible for

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RobbieMac
Moderator
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Message 14 of 16

Re: My package appears to have been changed without me knowing, explaining my abysmal speeds


@jeffjeffedy wrote:

I did the quiet line thing. I didn't hear anything.

Number 1 on the socket.

I'm not sure what info you want to see from the router? There's all sorts in there. I'm guessing it's this?:

1. Product Name: HomeHub5
2. Serial number: +076286+1523004824
3. Firmware version: v0.07.08.25060-BT (Type B) Last updated 27/6/2020
4. Board version: 01
5. VDSL uptime: 0 days, 04:10:25
6. Data Rate: 14911 / 11397
7. Maximum Data Rate: 15015 / 39182
8. Noise Margin: 6.1 / 20.3
9. Line Attenuation: 22.7 / 19.1
10. Signal Attenuation: 0.0 / 0.0
11. Data sent/received: 114.0 MB / 1.2 GB
12. Broadband username: bthomehub@btbroadband.com
13. BT Wi-fi: Yes
14. 2.4GHz wireless network/SSID: BTHub5-F23G
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: SuperDuper-5
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:96:68:48:a4
24. Software variant: -
25. Boot loader: 0.5.0-BT (Tue Jun 17 18:52:56 2014)


Thanks for these stats @jeffjeffedy  - That's exactly what we're looking for.

I am sorry for all the problems and it's understandable the way you feel as this has been going on all week as I would feel the same.  I am also going to say that what's showing on our website is purely coincidental.  The profile for Fibre 1 is 55/10.  55Mbps down and 10Mbps up.  We will give you the fastest speed your line will support, in your case your potential downstream speed is just shy of 40Mbps.  However, you're currently connected at 11.3Mbps and this is clearly a fault.

As you have confirmed your have an NTE5 socket (number 1 in the picture) can you remove the screws on each side and remove the bottom half of the faceplate?  You'll see the test socket in the bottom right hand corner when you remove the bottom half of the faceplate.  Can you please connect the filter to the test socket and boot up your Hub again?  Please post your Hub stats when connected to the test socket.  This will rule out any internal wiring issues causing the slow down.  Out of curiosity, have you noticed your broadband dropping out recently?

Cheers,

Robbie

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jeffjeffedy
Aspiring Contributor
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Message 15 of 16

Re: My package appears to have been changed without me knowing, explaining my abysmal speeds

Hi Robbie

Apologies for the slow reply, I've been away. I've just tried out the test socket, here are the results.

1. Product Name: HomeHub5
2. Serial number: +076286+1523004824
3. Firmware version: v0.07.08.25060-BT (Type B) Last updated 27/6/2020
4. Board version: 01
5. VDSL uptime: 0 days, 00:02:08
6. Data Rate: 17629 / 11397
7. Maximum Data Rate: 17872 / 39198
8. Noise Margin: 6.2 / 20.3
9. Line Attenuation: 20.7 / 18.3
10. Signal Attenuation: 0.0 / 0.0
11. Data sent/received: 2.1 MB / 114.6 MB
12. Broadband username: bthomehub@btbroadband.com
13. BT Wi-fi: Yes
14. 2.4GHz wireless network/SSID: BTHub5-F23G
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: SuperDuper-5
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:96:68:48:a4
24. Software variant: -
25. Boot loader: 0.5.0-BT (Tue Jun 17 18:52:56 2014)

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RobbieMac
Moderator
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Message 16 of 16

Re: My package appears to have been changed without me knowing, explaining my abysmal speeds


@jeffjeffedy wrote:

Hi Robbie

Apologies for the slow reply, I've been away. I've just tried out the test socket, here are the results.

1. Product Name: HomeHub5
2. Serial number: +076286+1523004824
3. Firmware version: v0.07.08.25060-BT (Type B) Last updated 27/6/2020
4. Board version: 01
5. VDSL uptime: 0 days, 00:02:08
6. Data Rate: 17629 / 11397
7. Maximum Data Rate: 17872 / 39198
8. Noise Margin: 6.2 / 20.3
9. Line Attenuation: 20.7 / 18.3
10. Signal Attenuation: 0.0 / 0.0
11. Data sent/received: 2.1 MB / 114.6 MB
12. Broadband username: bthomehub@btbroadband.com
13. BT Wi-fi: Yes
14. 2.4GHz wireless network/SSID: BTHub5-F23G
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: SuperDuper-5
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:96:68:48:a4
24. Software variant: -
25. Boot loader: 0.5.0-BT (Tue Jun 17 18:52:56 2014)


Thanks for posting back @jeffjeffedy 

From connecting to the test socket I can see that there is a marginal increase in your upstream and the downstream has remained the same.  This is the same for both your current connection speed and the max attainable.

It does look like the circuit is in a banded profile.  Can you send me your details and I'll help you offline?  I'll release the banding to give you the full speed back and see how your service performs.  I can stay with you to make sure there are no hiccups and can close things off once you're happy.

I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Cheers,

Robbie