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Standard User werdna
(newbie) Sun 28-Jun-15 10:06:13
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Fibre drop in speed...BT says too bad!


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For weeks/months I have enjoyed approx 34mbps down and 5mbps up. Noise margin was about 6/6. My Home Hub 5 regularly reconnnected at those speeds. About two weeks ago my speeds dropped to 26mbps/1.2mbps. My noise margin went to 16/6. BT has tried to help. Power down/up got noise back to approx 6/6 but speed is 26mbps/559kbps! They say they will not guarantee up speed only down. I say it was all ok two weeks ago for months so why has it changed so radically? They are still looking at it. My current figures are below. Can anyone tell whether there is something wrong at my end or theirs. I am plugged directly into a BT fitted master socket. Any help gratefully received.

1. Product name: BT Home Hub
2. Serial number: +068343+NQ40921385
3. Firmware version: Software version 4.7.5.1.83.8.204 (Type A) Last updated 11/01/15
4. Board version: BT Hub 5A
5. DSL uptime: 0 days, 17:56:22
6. Data rate: 559 / 27510
7. Maximum data rate: 1040 / 35859
8. Noise margin: 6.2 / 6.7
9. Line attenuation: 24.4 / 26.2
10. Signal attenuation: 23.2 / 24.1
11. Data sent/received: 32.4 MB / 265.5 MB
12. Broadband username: bthomehub@btbroadband.com
13. BT Wi-fi: Yes
14. 2.4 GHz Wireless network/SSID: BTHub5-X5QZ
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-X5QZ
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:b5:a6:42
24. Modulation: G.993.2 Annex B
25. Software variant: AA
26. Boot loader: 1.0.0
Standard User BatBoy
(sensei) Sun 28-Jun-15 10:11:25
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Re: Fibre drop in speed...BT says too bad!


[re: werdna] [link to this post]
 
What estimate does www.dslchecker.bt.com give for your line?
Administrator MrSaffron
(staff) Sun 28-Jun-15 10:48:52
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Re: Fibre drop in speed...BT says too bad!


[re: werdna] [link to this post]
 
Something has happened to impact the upstream frequencies, have you managed to get them to actually pass onto Openreach yet as a possible fault or can you not get past the retail help desk people?

Check that it is the same in the test socket, as filters can break, beyond that needs an Openreach engineer to attend to look at things

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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Standard User philippercival
(fountain of knowledge) Sun 28-Jun-15 11:49:39
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Re: Fibre drop in speed...BT says too bad!


[re: werdna] [link to this post]
 
While my ISP (several) had always been helpful in the past, it has always warned me that what I am getting is better than what BT consider the minimum acceptable service and that as a result they will not necessarily do a great deal to sort it out.

I think these minimum levels of acceptable service bring the entire broadband industry into disrepute.

I wonder if.

1. We all paid a little more for our basic connection.
2. We bought a package based on speed.
3. We paid a proportion of the contract price based on the speeds we actually obtained.

it would make any difference. I suspect not as Openreach would still own the underlying structure and still not be very interested in sorting out what they consider as minor problems which are expensive to fix.

http://speedtest.net/result/2459383290.png

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Standard User werdna
(newbie) Sun 28-Jun-15 12:57:58
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Re: Fibre drop in speed...BT says too bad!


[re: BatBoy] [link to this post]
 
Thanks for input so far.

DSL Checker gives....

Down

High 26.7 Low 18.1 Range A

High 21.2 Low 10 Range B

Up

High 5.7 Low 3.7 Range A

High 4.9 Low 1.3 Range B

Hope this helps.

John
Standard User werdna
(newbie) Sun 28-Jun-15 13:02:22
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Re: Fibre drop in speed...BT says too bad!


[re: MrSaffron] [link to this post]
 
I am refusing to cave in at present. The retail desk has asked me to wait while they investigate further. Don't know if that means tech bod from Openreach.

Thanks,

John
Administrator MrSaffron
(staff) Sun 28-Jun-15 13:02:42
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Re: Fibre drop in speed...BT says too bad!


[re: werdna] [link to this post]
 
Retailer needs to chase Openreach to come out and look at it, they may warn about possible charges e.g. if fault is found on your side of the connection.

Otherwise its find another provider who will deal with Openreach e.g. AAISP

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User BatBoy
(sensei) Sun 28-Jun-15 13:04:49
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Re: Fibre drop in speed...BT says too bad!


[re: werdna] [link to this post]
 
Looks like a noisy line is limiting your upstream speed.

Does your phone work ok?
Administrator MrSaffron
(staff) Sun 28-Jun-15 13:08:25
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Re: Fibre drop in speed...BT says too bad!


[re: werdna] [link to this post]
 
If it meant a tech bod, they'd be visiting you to test the line.

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User werdna
(newbie) Sun 28-Jun-15 13:46:20
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Re: Fibre drop in speed...BT says too bad!


[re: BatBoy] [link to this post]
 
Phone seems fine. No crackling or discernible noise.

John
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