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Standard User Gazzertron
(learned) Mon 19-Feb-18 11:56:25
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Migration from Plusnet ADSL to Infinity 1


[link to this post]
 
Hello,
I managed a migration for my in-laws from Plusnet ADSL to BT Infinity 1 but their speed and latency is slower than their ADSL.
BT said they would have a minimum speed of 29mbs.

BT Wholesale Broadband Performance Test results wired with HUB WIFI disabled and using test socket:
Download speed (Mbps): 8.29
Upload speed (Mbps) 1.43
Ping Latency (ms) 22.29 (although this can be up to 35ms in other tests)

BT Home HUB stats:
data rate1.47 Mbps / 10.01 Mbps
noise margin 6.3dB / 7dB
Line attenuation 27 dB

BT kept fobbing them off, firstly saying that it would improve after 10 days and then saying they 'reset' the exchange end and that would fix it after 48 hours. Things did not improve and BT closed the ticket as fault fixed!

I've battled with BT over live chat and they have now said that they can see a a problem between the cabinet and their house and will send an engineer out.

My question is what could be the problem, and why is the Infinity slower than their ADSL, especially the latencey? I cant be there when the engineer is and my in-laws are elderly I am worried that the engineer will say its their own wiring (despite having no extension wiring).

Gary
Administrator MrSaffron
(staff) Mon 19-Feb-18 13:42:26
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Re: Migration from Plusnet ADSL to Infinity 1


[re: Gazzertron] [link to this post]
 
What was the Infinity 1 estimate at the point of sale and what does

https://www.btwholesale.com/includes/adsl/adsl.htm?s... give for the A and B ranges, and the ADSL2+ speeds

Infinity is not always faster than ADSL, there are some lines where the distance issues mean ADSL2+ may be a safer bet - its a small number but they do exist.

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User Gazzertron
(learned) Mon 19-Feb-18 21:29:38
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Re: Migration from Plusnet ADSL to Infinity 1


[re: MrSaffron] [link to this post]
 
Hello Andrew,
when we signed up it said the minimum would be 29mbps
The output from the link you gave is:
VDSL Range A (Clean)
41.7
30
8.2
6.1
27.4
Available
--
--

VDSL Range B (Impacted)
32.7
20
7.5
3.9
16.5
Available

WBC ADSL 2+
Up to 12.5
--
7 to 17
Available
--
--

WBC ADSL 2+ Annex M
Up to 12.5
Up to 1
7 to 17
Available
--
--

ADSL Max
Up to 8
--
7 to 8
Available

BT called my mother in-law today and said 'we have just reset the exchange end remotely so you wont need an engineer will you'? However I had installed a speed tester on her Laptop and primed her, so she ran it with BT on the phone, sub 8 meg.Then they tried the old, well it will get better in 48 hours.... Luckily she stuck to her guns and an engineer is still coming.

I wish I had persuaded them to stay with Plusnet, this is fast becoming a nightmare.

Gary


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Standard User witchunt
(committed) Mon 19-Feb-18 22:57:41
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Re: Migration from Plusnet ADSL to Infinity 1


[re: Gazzertron] [link to this post]
 
Wonder if they are still on ADSL?
Administrator MrSaffron
(staff) Mon 19-Feb-18 23:10:21
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Re: Migration from Plusnet ADSL to Infinity 1


[re: witchunt] [link to this post]
 
With a 1.47 Mbps upload that won't be the case.

Time to see if the sync speeds improve at the test socket and if so it shows there is some phone wiring affecting the speeds

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User Gazzertron
(learned) Tue 20-Feb-18 07:58:58
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Re: Migration from Plusnet ADSL to Infinity 1


[re: MrSaffron] [link to this post]
 
Yes the modulation is G_993_2_ANNEX_B which is VDSL apparently. There is no extension wiring and I have tried the test socket which does not improve the speed. Fingers crossed that they do not try to cancel the engineer yet again, my in-laws maybe elderly but they have noticed that the broadband is worse!

Gary
Standard User jaydub
(fountain of knowledge) Tue 20-Feb-18 10:07:07
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Re: Migration from Plusnet ADSL to Infinity 1


[re: Gazzertron] [link to this post]
 
Is it just the BTW Performance Test you have had them run.

It's notoriously unreliable on VDSL. My own results are only 20% of what I get on the TBB and other testers.

Can you get them to run a TBB test and post a link to the results, as we may be able to provde further advice.
Administrator MrSaffron
(staff) Tue 20-Feb-18 13:46:44
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Re: Migration from Plusnet ADSL to Infinity 1


[re: jaydub] [link to this post]
 
Give the stats from the HomeHub

BT Home HUB stats:
data rate1.47 Mbps / 10.01 Mbps
noise margin 6.3dB / 7dB
Line attenuation 27 dB

This is not a BT Wholesale test massive under reporting speeds.

Another possibility is that the checker estimates were wrong in the first place, which can happen.

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User Gazzertron
(learned) Thu 22-Feb-18 14:34:41
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Re: Migration from Plusnet ADSL to Infinity 1


[re: MrSaffron] [link to this post]
 
Yes BT have installed new cabinets about a mile from my in-laws property, I am not sure how long ago.
BT called again to confirm 'that they did not need to send an engineer' as they have recently reset the connection in the exchange (for the third time). It just goes on and on. My in-laws are standing firm but you can see how BT treat people of a certain age,

Gary
Administrator MrSaffron
(staff) Thu 22-Feb-18 15:56:58
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Re: Migration from Plusnet ADSL to Infinity 1


[re: Gazzertron] [link to this post]
 
If a mile is correct that's 1.6km and thus the 29 Mbps minimum speed is looking suspect

If you can PM the postcode I'll look at the maps and cabinet locations

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
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