new to BT fibre, does my homehub 5 info look ok so far.

Hi folks

I just moved to BT fibre infinity 2 this morning & the set up went nice & smooth. as I was with sky for a couple of weeks but there were hidden charges after I was told a set price on a letter after they took over BE There.

so I am just asking if the home hub 5 info looks right for the moment ? =

1. Product name: BT Home Hub
2. Serial number: +>>>>>>>>>>>>>>>
3. Firmware version: Software version 4.7.5.1.83.8.173.1.6 (Type A) Last updated Unknown
4. Board version: BT Hub 5A
5. VDSL uptime: 0 days, 01:10:36
6. Data rate: 8158 / 60527
7. Maximum data rate: 8331 / 60490
8. Noise margin: 6.2 / 6.1
9. Line attenuation: 0.0 / 23.0
10. Signal attenuation: 0.0 / 20.9

I am getting download speed of 56.70 Mb/s but only upload speed of 7.69 Mb/s, even if the BT web site says I can get up to 19 Mb\s upload speed.

so will my UP load speed get better after the so called line stable time ?, however it as cut off a couple of times for about 30 secs. cheers kenny

Edited by deleted (Wed 07-May-14 11:19:41)

You are right that there is something badly wrong with the upstream, given the good downstream. That is a fault, which may be temporary or long-term. It is unlikely to self-correct.

Don't believe what BT say about line stabilisation. They hadn't a clue on ADSLx and even less on FTTC. After tomorrow night things will be largely sorted.

Was it an Openreach engineer who did the installation, or a contractor such as Kelly's or Quinn's? I suspect a duff job.

Edit - the line should go at its fastest when first connected and only go down from there, never significantly up.

Edited by RobertoS (Wed 07-May-14 11:29:42)

Kelly's sorry to say

I've just done an edit as well.

Is your HH5 connected to a new VDSL faceplate in the master socket, or somewhere else?

I have now got the so called master socket in my bedroom next to my pc, the socket is a BT open reach mk2.

as the master socket was in the kitchen & the bloke just moved some wires about in the kitchen \ living room\ main bedroom & outside.

I don't fully know what he did but he said my bedroom where the hh5 is now the master socket for my house.

the download speed is nice but the upload is only half speed, should I wait a full day or 2 then maybe ring BT up ? what checks can they do.
however I have a bad feeling the wiring inside my house or even the bt box out side might be at fault as he was swapping & changing some cables about in all the sockets.

strange just had a phone call from BT & the lady said how are things, so I said the download was fine but the upload was half speed.

but she said it will get faster in a couple of hours & then hung up,,,,,

ok should I be worried now

In reply to a post by subaru_swift_kls:

but she said it will get faster in a couple of hours & then hung up,,,,,

Rubbish.

ok should I be worried now

Yes . But I have to go.

many thanks for the hep so far, I will see how it goes but I have to go on a job too in a bit .

at least the speeds are a lot better now then when I used to be on adsl \ llu.

Extremely unlikely for it to get faster on its own 'in a few hours'. That looks like a definite fault on the upload leg considering the figures and your upload speed. I would expect close to the max upload speed for those figures. I had a similar problem a while ago and numerous telephone support staff, first and second line, tried to brush me off with a load of rubbish about how the upload speed doesn't have the same criteria attached as the download when it comes to speed issues being regarded as faulty. In the end I had to email the CEO to get it sorted properly.

Though fair play, not that it should be necessary in the first place, once I did that the Newcastle team contacted me by phone the very same day, agreed there was a definite issue and would send out an engineer. The engineer they then sent out was really superb and really knew his stuff and couldn't have done any more than he did to sort out the fault. He spent a couple of hours digging around between my block and the cab to find the fault, which was a HR problem on the copper up leg and also fully checked all my internal wiring and my blocks wiring. He also replaced the socket with a new one, something Kelly's had failed to do, though I had missed that at the time, but noticed later, because I hadn't been that well when he did the installation. I won't repeat what he said when I replied that Kelly's had done the installation when he asked after checking things out my end, it's before the watershed after all . Though he wasn't any more complimentary towards BT's telephone support, except to remark that between the two of them, they did keep him in gainful employment.

Thus, while Infinity 2 is a superb product when it works, telephone support is pretty close to the worst I have ever experienced and not on just the one issue such as this one. I have had three other separate issues to do with my account and sign up in under a year and every time it has taken multiple phone calls over weeks to sort out each issue with every new person getting involved contradicting the previous one. Dealing with BT telephone support is a guaranteed way to end up wanting to give up the will to live but they are almost insultingly polite while doing it. Also, if my experience over the best part of a year is any guide, their telephone support is actually getting worse.

Given the way download and upload frequencies are interleaved together I'd expect download to suffer too if the issue was wiring in this case but then if it was just that the provision was a 10 Mbps upload (which happens sometimes) I'd have expected a maximum speed on the upstream sync figures.

It is possible that the extra cable distance involved in moving from the kitchen to the bedroom has impacted the upload frequencies. This is even if the wiring was done totally correct

Well the download was affected as well but only by a few Mbps for my profile at the time. Over night I had gone from around 65-67 down to 60-62 down but my upload had gone from ~18 to 9.5.. When he put his tester on the line you could see the very noticeable difference between the two legs. The engineer reckoned the kit had limited my upload speed due to whatever the problem was to around 9.5 even though the profile still said 20 up. He found a few iffy joints when he inspected the line including a suspect one at the cab all of which he redid and you could see the very obvious difference on his tester when he came back. Since then, apart from some slight adjustment down of a few Mbps from 76 Mbps to ~70 on the download speed over the first week but with the upload a solid 18-19 Mbps it has been great and stayed at those figures ever since. Now I just pray, even though I am the very opposite of a religious person , that I need have nothing more to do with telephone support ever again. They really are the pits.

P.S. I had started originally at close to maximum up and down but had lost download speed slowly over time but without it affecting the upload. The engineer reckoned that things had been slowly getting worse and something tripped it over the edge, so to speak, that particular day. I had had a couple of profile resets done previously after a great deal of much pushing, but over time it would slowly drop down again.

Edited by deleted (Wed 07-May-14 13:55:56)

In reply to a post by RobertoS:

Don't believe what BT say about line stabilisation. They hadn't a clue on ADSLx and even less on FTTC. After tomorrow night things will be largely sorted.

BT provide a mini booklet to the customer with the Hub on Infinity installations. It says "The first three days after set-up (heading). After you've installed your Hub, it can take about three days to establish the fastest, most reliable broadband possible on your line". What do you think is clueless about that?

I've noticed in your replies to others that you always adopt a very antagonistic tone, as though the rest of us are idiots . It isn't necessary. It is possible to disagree in a less confrontational manner.

If you call BT Retail support you will be told ten days. You can also get rubbish such as the OP was given.

That is correct about the three days. It is also the first mention on these forums of such a booklet. For that, I thank you - but not for the way you give it!

In particular, there is no way the sync speed is expected to rise after the initial connection, and "fastest, most reliable broadband possible on your line" is self-contradictory, as you well know.

The advice given to the OP by phone was simply incorrect, and therefore unacceptable.

In reply to a post by vimto_girl:

In reply to a post by RobertoS:

Don't believe what BT say about line stabilisation. They hadn't a clue on ADSLx and even less on FTTC. After tomorrow night things will be largely sorted.

Shouldn't you have a "close quotes" as follows?

In reply to a post by vimto_girl:

In reply to a post by RobertoS:

Don't believe what BT say about line stabilisation. They hadn't a clue on ADSLx and even less on FTTC.

After tomorrow night things will be largely sorted.

I hadn't really noticed that mis-placed sentence of yours, for that reason.

I don't believe you are correct there.

many thanks folks for the fast replies.

I did chat to a online adviser as I was getting ready to go out on a couple of jobs.
they said that I must wait 3 days for the stabilization & then he can look in to it more as my fibre only went live today.
he asked for my mobile number so after 3 days I can text the support group to see what they can do for me, I have a feeling that the house wiring might need to be looked at or the exchange failing that.

a couple of speed tests =

http://www.thinkbroadband.com/speedtest/results.html...

http://www.speedtest.net/my-result/3486725951

the BT Wholesale Broadband Performance Tester http://s24.postimg.org/o6c1fk3z9/bt_speed_test_day_1...

the upload speed as gone up a very very tiny bit =
4. Board version: BT Hub 5A
5. VDSL uptime: 0 days, 04:37:20
6. Data rate: 8192 / 60474
7. Maximum data rate: 8517 / 60928
8. Noise margin: 6.3 / 5.9
9. Line attenuation: 0.0 / 23.0
10. Signal attenuation: 0.0 / 20.8

I still say there is a issue ( somewhere ) as the online adviser said the upload speed should be around 11 Mb/s minimum for me, so he thinks it will be around 16 to 19 Mb/s for my line after the 3 day stabilization period.

Edited by deleted (Wed 07-May-14 18:58:34)

In reply to a post by RobertoS:

I've noticed in your replies to others that you always adopt a very antagonistic tone, as though the rest of us are idiots . It isn't necessary. It is possible to disagree in a less confrontational manner.

If you call BT Retail support you will be told ten days. You can also get rubbish such as the OP was given.

That is correct about the three days. It is also the first mention on these forums of such a booklet. For that, I thank you - but not for the way you give it!

In particular, there is no way the sync speed is expected to rise after the initial connection, and "fastest, most reliable broadband possible on your line" is self-contradictory, as you well know.

The advice given to the OP by phone was simply incorrect, and therefore unacceptable.

Misunderstandings happen. The way I see it, your post was before any phone calls, just after installation, and the only thing BT would have said was what I quoted. You made a scathing comment about this info, so I just quoted it and asked a simple question. Maybe you just find the idea of being questioned antagonistic.

I don't see anywhere it is implied in BT's booklet info that sync speed is expected to rise after initial connection, so I don't see the relevance of this point. I also don't think "fastest, most reliable " is contradictory considering in practical terms there is an effective discrete margin above which it's not too wrong to call a line at its most reliable. Consider:

Less reliable > more reliable > fastest, most reliable > slower, most reliable

I'm sure BT tel support could say any old nonsense. Instead of reasoning, it could be easier on the heart to play the game, wait till day 3, then quote the booklet.

In reply to a post by RobertoS:

In reply to a post by vimto_girl:

In reply to a post by RobertoS:

Don't believe what BT say about line stabilisation. They hadn't a clue on ADSLx and even less on FTTC. After tomorrow night things will be largely sorted.

Shouldn't you have a "close quotes" as follows?

In reply to a post by vimto_girl:

In reply to a post by RobertoS:

Don't believe what BT say about line stabilisation. They hadn't a clue on ADSLx and even less on FTTC.

After tomorrow night things will be largely sorted.

I hadn't really noticed that mis-placed sentence of yours, for that reason.

I don't believe you are correct there.

Nope, you definitely said it, so you're disagreeing with yourself now

In reply to a post by vimto_girl:

BT provide a mini booklet to the customer with the Hub on Infinity installations. It says "The first three days after set-up (heading). After you've installed your Hub, it can take about three days to establish the fastest, most reliable broadband possible on your line". What do you think is clueless about that?

Sadly BT retail seem to have not been trained properly for FTTC compared to ADSL.

In reply to a post by subaru_swift_kls:

6. Data rate: 8158 / 60527
7. Maximum data rate: 8331 / 60490
8. Noise margin: 6.2 / 6.1
9. Line attenuation: 0.0 / 23.0
10. Signal attenuation: 0.0 / 20.9

Looks similar to mine, slighly better download, slightly worse upload.

Max:	Upstream rate = 9717 Kbps, Downstream rate = 58636 Kbps
Bearer:	0, Upstream rate = 9587 Kbps, Downstream rate = 52092 Kbps

Link Power State:	L0
Mode:			VDSL2 Annex B
VDSL2 Profile:		Profile 17a
TPS-TC:			PTM Mode(0x0)
Trellis:		U:ON /D:ON
Line Status:		No Defect
Training Status:	Showtime
		Down		Up
SNR (dB):	 5.8		 6.2
Attn(dB):	 21.3		 0.0
Pwr(dBm):	 12.8		 6.4

Edited by jchamier (Wed 07-May-14 19:30:00)

In reply to a post by RobertoS:

I've noticed in your replies to others that you always adopt a very antagonistic tone, as though the rest of us are idiots . It isn't necessary. It is possible to disagree in a less confrontational manner.

If you call BT Retail support you will be told ten days. You can also get rubbish such as the OP was given.

That is correct about the three days. It is also the first mention on these forums of such a booklet. For that, I thank you - but not for the way you give it!

In particular, there is no way the sync speed is expected to rise after the initial connection, and "fastest, most reliable broadband possible on your line" is self-contradictory, as you well know.

The advice given to the OP by phone was simply incorrect, and therefore unacceptable.

Booklet userguide here Bob.

http://bt.custhelp.com/app/answers/detail/a_id/46549...

Great, thanks . I'll browse some other time - not eaten this evening yet apart from a few biscuits.

I am sure that this is a common problem.

I've been on Infinity 2 for 12 months, ECI modem and HH3.

Estimated speed 53 and 15.

When settled down I got 53 and 9.5.

Today I am getting 40 and 11.

I managed to raise the 9.5 a couple of weeks ago by resetting HH3 a few times.

What I find interesting is that my Max Achievable Speed is now 41 when it was 53. Max Achievable Speed for upload is 20.

The way it is wired is line comes to original small black box on outside of house, this then goes to a star system of wiring for phones. The fibre is tapped out of the black box and runs to a new faceplate. So the star system is not back wired.

When you consider very few people post in this forum compared to the customer base of BT, the service is poor. Most people have no idea what speed they are running at.

Keith

Edited by deleted (Thu 08-May-14 12:32:48)

BT BROADBAND AVAILABILITY CHECKER
Telephone Number ********* on Exchange TETFORD
Featured Products
Downstream Line Rate(Mbps)
Upstream Line Rate(Mbps)
Downstream Range(Mbps)
Availability Date
ADSL Max Up to 5 -- 3.5 to 7.5 Available
Fixed Rate 2 -- -- Available

For all ADSL and WBC Fibre to the Cabinet (FTTC) services, the stable line rate will be determined during the first 10 days of service usage.

Re the final sentence, true or false? It also happens to be what BT support staff will normally say on the phone.
_{Edit - a huge chunk of garbage by me deleted after ian72's intervention.}

Edited by RobertoS (Thu 08-May-14 12:55:29)

In reply to a post by keithwjones:

The way it is wired is line comes to original small black box on outside of house, this then goes to a star system of wiring for phones. The fibre is tapped out of the black box and runs to a new faceplate. So the star system is not back wired.

Do you mean a very small black box, or an external NTE?

Edited by RobertoS (Thu 08-May-14 12:44:21)

Sorry Bob, Vimto's original quotation of your post was correct - the whole thing was a single paragraph posted by you and quoted as such. Whether you agree with the response to it is irrelevant - look back at your post and you will see it was all a single paragraph and therefore should be quoted as such.

You have also left out parts of the actual quote in this quote. Vimto was disagreeing with the fact the quote should have been split up (as it wasn't in your original post) not disagreeing with whether it would fix itself the following day. I know you would be the first to complain about someone only quoting certain parts but your quote in this message is definitely misleading and a misrepresenation of the discussion.

In this case I think you need to step back, reread the thread and relax.

Ye gods and little fishes!

You are so right. My only excuse is that I did check twice before saying it was a misquote by vimto_girl. I did have a reminder today from an optician about being due for an eye-test .

LOL

EDIT : Text deleted as superfluos to conversation

Edited by ian72 (Thu 08-May-14 14:17:23)

Very small black box. I think it is known as an External Telephone Junction Box BT16A Black.

Keith

I owe you an apology.

I got in a complete tangle over the "After tomorrow night things will be largely sorted". Which I did say. It amounts of course to what the booklet says.

Unlike what BT support normally say and BT Wholesale claim.

In which case I think you might have a star-wired duff installation. Probably with two master sockets. Is the original NTE5 present as well as the new one?

(Edit - Unless the FTTC is a separate line/number).

Edited by RobertoS (Thu 08-May-14 13:11:28)

In reply to a post by RobertoS:

In which case I think you might have a star-wired duff installation. Probably with two master sockets. Is the original NTE5 present as well as the new one?

(Edit - Unless the FTTC is a separate line/number).

I only have one telephone line. It looks to me as though I have 2 master sockets. The original on the star wiring which is not NTE5 but previous version believed called a line jack with capacitors in it. Small square white box. Then the new large NTE5 which is in three parts.

Keith

Was it an Openreach engineer, (who I believe could with a bit lot of jiggery-pokery wire like that and have it sort of OK), or a Kelly's/Quinn's who I very much doubt will have done that?

Edited by RobertoS (Thu 08-May-14 15:28:22)

In reply to a post by RobertoS:

Was it an Openreach engineer, (who I believe could with a bit lot of jiggery-pokery wire like that and have it sort of OK), or a Kelly's/Quinn's who I very much doubt will have done that?

It was not Openreach but one of the contractors. The other thing that I am thinking about now is that he told me to remove all the filters because they were no longer required.

Keith

Well.... It's possible.

The jiggery-pokery I referred to would be something like:

- divert the incoming wire/pair to the new NTE5/VDSL socket;
- feed a filtered pair back to the black box;
- connected the existing house wiring to that pair;
- preferably remove the "works/capacitor/whatever" of the pre-existing NTE5, in effect turning it into a normal extension socket.

Maybe that's what he did. If he's done it right, removing the new ADSL faceplate from the VDSL filter, (leaving that in place), should stop the pre-existing extensions working for phone.

Edited by RobertoS (Thu 08-May-14 15:39:53)

No, he did not do that, that is what I would call back wiring. Just checked original master socket it still has capacitors etc in it.

The other question is do I need filters now?

I would say that as it stands the connection is robust, giving a constant 40 and 11.

Keith

Remove the new faceplate where your VDSL socket is, as I said.

All phone extensions should stop working. Barring perhaps one in the same room as the VDSL master. If they don't, I believe you have a bridge tap. (Extensions connected before the master/filter).

Another test, without removing the faceplate, would be to take the modem/HH to one of the downstairs sockets and plug it in. See if it syncs with the exchange, possibly also getting full broadband if you have the HH there.

If you do, anything normally into those sockets needs filtering, whether or not you get the wiring sorted.

In reply to a post by RobertoS:

Remove the new faceplate where your VDSL socket is, as I said.

All phone extensions should stop working. Barring perhaps one in the same room as the VDSL master.

I have just done this & the phones don't work.
one cored in the main bedroom & 2 cordless ones down stairs, the master cordless phone is plugged In the kitchen old master bt openreach socket.

I have the bt openreach socket mk2 in my bedroom & the HH5 stopped working when I removed the face plate. however I see it is just a bt openreach socket with a filter plate on it so they called it the mk2 ( VDSL ).

thanks so it might be a exchange fault after all & not my house wiring, even if it could do with checking & tidying up.

That was to keithwjones , with his outside junction box. I'm not sure it would apply to your setup, but at least you've probably eliminated that as an issue .

I know it was to someone else but I am bored of waiting about for this 3 day stabilization to be up before BT can look in to this issue of mine.
so I just started to think hay I should see if this or that can work for my issue, so I checked the sockets out but nothing is wrong from what I can tell.... .

it is strange they can not look at a new issue on a new fibre set up if the upload is half of what it should be, but the download speed is fine ( or it can be better who knows ).

however I see Infinity 1 you can only get Up to 9.5 Mb upload speed, so I am thinking they might have put my upload speed on infinity 1 instead of infinity 2 what I am on ( Up to 19Mb upload speed ).

just a idea....

I don't think there is an 80/10 product from anyone. Whether or not there is a similar banding profile that the DLM can invoke I don't know.

What are the stats from the Home Hub now? Initially the speeds were 60nnn/8192.

the router did go off for a min this morning & for 10 mins while I was checking the face plates.

3. Firmware version: Software version 4.7.5.1.83.8.173.1.6 (Type A) Last updated 08/05/14
4. Board version: BT Hub 5A
5. VDSL uptime: 0 days, 07:22:56
6. Data rate: 8226 / 60004
7. Maximum data rate: 8743 / 60509
8. Noise margin: 6.5 / 6.1
9. Line attenuation: 0.0 / 23.0
10. Signal attenuation: 0.0 / 20.8

5. VDSL uptime: 0 days, 01:11:05
6. Data rate: 8588 / 60339
7. Maximum data rate: 8165 / 60303
8. Noise margin: 5.7 / 5.9
9. Line attenuation: 0.0 / 22.9
10. Signal attenuation: 0.0 / 20.8

another reset an hour ago, is this normal in the stabilization period for fibre installs ?.

the HH5 info just now after typing the above in=
5. VDSL uptime: 0 days, 01:13:50
6. Data rate: 8588 / 60339
7. Maximum data rate: 8539 / 60072
8. Noise margin: 6.0 / 5.8
9. Line attenuation: 0.0 / 22.9
10. Signal attenuation: 0.0 / 20.8


thanks
.

well I have kept on to BT online advisers & they passed me up the food chain so to speak, so after a bit I got around to getting a BT open reach engineer booked in for my issue.
I have to say it was hard work at times but I hope the engineer can fix the issue at my house or elsewhere as I am loving these new speeds..... .

well i got up this morning to see the router as restarted again about the same time each morning, but now my download speed is about 7 Mb\s slower now.

5. VDSL uptime: 0 days, 01:18:38
6. Data rate: 8087 / 53260 ( these speeds do not move up or down now )
7. Maximum data rate: 8352 / 61289 ( these speeds still move up or down when I refresh the page )
8. Noise margin: 6.3 / 5.9 ( these move up or down when I refresh the page )
9. Line attenuation: 0.0 / 22.9
10. Signal attenuation: 0.0 / 20.9

maybe as this is the 4th day of the install they have capped my speeds after I was getting some where. so I hope when the engineer turns up he can get back my speeds & fingers crossed get my upload speed to what it should it.

thank

kenny

well OR came out to me and now the download speed as gone up by 7 Mb\s to 61 Mb\s & the download speed what was the main issue as gone up by 2 Mb\s to 10 Mb\s ( not the best i could maybe get on my bt profile but the best the line can take maybe )..

however the main thing is that the install what the 3rd party did as been checked & changed so the install & line are now the best it can maybe be ( the open reach installer \ engineer did his upmost best to get my speeds up & the line the best it can be ) to improve my speeds & to make the line stable..

He made sure the new master socket in my bedroom was the first one to be linked to the telegraph pole, & then the rest of the house sockets came after this master socket where the hh5 is plugged in to. he also reset my fibre profile etc to make sure my line was fully reset to get the best speeds the line can get.
therefore i have to say thanks to the OR lad who came to my house, as i think my upload speed can not be the full or close to the 17 to 19 Mb\s that the BT quoted me for my line, i will keep a eye on my line..

also one last thing is there any way i could get a static IP address please for my line as it would help me to monitor it, plus i do some pc support now & then so a static IP might come in handy..
.
.

Static IP yes possible, but not possible with BT Infinity as a retail customer, either you switch to their business products or change provider

thanks

I am self employed as a IT consultant \ pc engineer, so maybe I could have a static ip but maybe keep the same package as I have got.

Static IP from BT would be nice, but I can't see them doing it

An alternative, which I am using, is to get a small VPS and use it's static IP via a VPN. You can also then use it for a web site or anything else you might find useful.

In reply to a post by subaru_swift_kls:

also one last thing is there any way i could get a static IP address please for my line as it would help me to monitor it, plus i do some pc support now & then so a static IP might come in handy..

Its the one thing I miss from BE when I moved to BT Infinity. The service is great, but a static IP would be nice. Haven't done anything about moving yet though

If you move from BT Res to BT Business you will not normally be held to te remaining contract period with BT Res - it will be waived. If you are self employed you should be able to put a BT Business service through as an expense. Some accountants and HMRC are a little touchy/cautious about Residential service as an expense. You will only need to move your Infinity across and can leave the phone line on a Res service. You can then have a static IP and Next Business Day support for the service and line.

thanks I will have to ring them next week sometime, but I don't put my internet costs through my company end of year tax etc as it is a home line not a business one.

however can I keep on the 80\20 home infantry 2 package even if I go across to a business line, or do I have to take out one of there business packages?.

cheers

You will need to transfer to a Business 80/20 package. More expensive but when tax side is taken into account you can end up better off plus you get other benefits.

That's the point. You can only have the static IP address on a Business Infinity connection. The line rental type is irrelevant.