BT Infinity 2

I had a faulty face plate a few months ago which I noticed because I was getting regular disconnects.
I'd not noticed much difference to my connection after fixing the fault and if it wasn't for my slow upload speeds via Chrome I wouldn't have noticed that my download ip profile had dropped by 5mb, was 77.5 now 72.5
Is there anyway to get back to full speed?

Probably not * ...

Do you have line stats from before and after?

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* There is one possible way - go and cut the phone lines of all your neighbours. No line, no broadband thus no crosstalk.

Unfortunately not, I was afraid you would say that!!

1. Product name: BT Home Hub
2. Serial number: +068343+NQ40316136
3. Firmware version: Software version 4.7.5.1.83.8.204 (Type A) Last updated 14/01/15
4. Board version: BT Hub 5A
5. DSL uptime: 0 days, 01:29:00
6. Data rate: 19999 / 73856
7. Maximum data rate: 22966 / 90350
8. Noise margin: 6.4 / 6.7
9. Line attenuation: 8.7 / 10.5
10. Signal attenuation: 8.6 / 10.5
11. Data sent/received: 330.3 MB / 2.4 GB
12. Broadband username: [email protected]
13. BT Wi-fi: Yes
14. 2.4 GHz Wireless network/SSID: BTHub5-RKRX
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-RKRX 5GHz
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:93:ab:14
24. Modulation: G.993.2 Annex B
25. Software variant: AA
26. Boot loader: 1.0.0

FAQ
Results Image not loaded



1. Best Effort Test: -provides background information.

Download Speed
67.83 Mbps

0 Mbps 71.49 Mbps
Max Achievable Speed

Download speedachieved during the test was - 67.83 Mbps
For your connection, the acceptable range of speedsis 40 Mbps-71.49 Mbps .
Additional Information:
IP Profile for your line is - 71.49 Mbps

2. Upstream Test: -provides background information.

Upload Speed
9.85 Mbps

0 Mbps 20 Mbps
Max Achievable Speed

Upload speed achieved during the test was - 9.85Mbps
Additional Information:
Upstream Rate IP profile on your line is - 20 Mbps


We were unable to identify any performance problem with your service at this time.
It is possible that any problem you are currently, or had previously experienced may have been caused by traffic congestion on the Internet or by the server you were accessing responding slowly.
If you continue to encounter a problem with a specific server, please contact the administrator of that server in the first instance.

Line 7: 90350
Line 8: 6.7

That suggests you have some spare capacity. So actually yes you might be able to. It could be that your line resynced at a "high noise" time. Leave it alone overnight and try a manual resync at around 9:00 tomorrow.

Turn power OFF to the Hub, then disconnect then line. Wait a few minutes, power up the Hub and allow it to boot and stabilise, say 2 minutes. Reconnect the line, and get the new stats.

Line 6: should say something nearer 79999 and Line 8: reporting 6.x or

Edited by MHC (Thu 22-Jan-15 20:14:45)

How long since you replaced the faceplate? (I'm assuming it has stopped the disconnects).

It's possible the DLM has turned on interleaving for your line due to the disconnects and probable errors as well that you weren't aware of. If the errors are also cured it can take a few weeks for the interleaving to be turned off. If it does that, you should return to full speed.

If there is anything preventing that removal, such as ongoing high levels of errors, then you are stuck with it unless the cause of them can be found. You would need an HG612 modem to reach the error statistics. Let's see what your answer to my opening question is .

I'll give that a go in the morning

Line 6 for the 79999 . (Also, 799999 would be quite remarkable .)

I would say that it was around 2 months ago mate, and yes my connection is now rock solid again, unfortunately I can no longer find the original modem that came when I first had fibre installed as I now have the HH5

I'm almost certain that before my issues that it read between 77-78.

A couple of months is the sort of time I sort of recollect for interleaving to turn off automatically, and it does look interleaving. Post again once you have done as suggested re a switch off >> pause >> restart .

Will do mate, will 5 in the morning be ok as I'm up early for work

A little early, just after dawn seems to be the best time for minimal noise and max speed.

May have to wait until Monday then.

There isn't a panic . It isn't as if the line is crippled. We just want to see if it is going to go back to as before.

Just that years of experience has shown that to be the optimal time ...

Got the missus to do a manual reboot this morning using the said procedure and the stats are actually slightly lower than before, noise margin and attenuation are basically identiacal as they were but the download connection is now 72 something and the max attainable is 89 something

It does look as though you are getting more noise on the line - possibly from inside your house or crosstalk from other users. Attenuation should not vary whereas SNR/noise margin will. It will sync at 6dB although immediately after sync that can go up or down slightly.

Just make sure all of your internal wiring is in good condition and if possible the distance from socket to modem is as short as possible.

The only thing that has changed on my internal wiring as such is the fact that I'm no longer using a face plate at all just a filter straight into the master socket, the router is plugged straight into the filter via the modem wire that came with it.

Does it make any difference using the RJ11 cable that came with the HH or using a higher quality cable?

Did that change coincide with the change in speeds?

It is not just your VDSL & phone wiring - is there a new TV, DAB radio, central heating pump, fridge anywhere near?

LED Bulbs?

It's the same RJ11 cable that I've used all along, could try a different one I guess to rule it out?

The only electrical change is where my tv stand along with everything on it ie tv,2 games consoles, skybox and sound bar is now situated which is very close to the HH5 and master socket.
It gets moved every december to make room for the christmas tree, never noticed the drop before but more than likely not looked for it either.

Is the Sky box on a filter?

It's not connected mate.

1. Best Effort Test: -provides background information.

Download Speed
68.23 Mbps

0 Mbps 70.46 Mbps
Max Achievable Speed

Download speedachieved during the test was - 68.23 Mbps
For your connection, the acceptable range of speedsis 40 Mbps-70.46 Mbps .
Additional Information:
IP Profile for your line is - 70.46 Mbps

2. Upstream Test: -provides background information.

Upload Speed
11.21 Mbps

0 Mbps 20 Mbps
Max Achievable Speed

Upload speed achieved during the test was - 11.21Mbps
Additional Information:
Upstream Rate IP profile on your line is - 20 Mbps


We were unable to identify any performance problem with your service at this time.
It is possible that any problem you are currently, or had previously experienced may have been caused by traffic congestion on the Internet or by the server you were accessing responding slowly.
If you continue to encounter a problem with a specific server, please contact the administrator of that server in the first instance.

Downstream IP profile has dropped after this mornings reboot too

If it is powered up, it would be interesting to turn it off and remove its power plug from the mains. The power plugs can put out a lot of electro-noise.

The living room has now been put back as it was before christmas, so I'll have to wait and see if things go back to normal eventually!

Spoke to an outsource bt agent online last night what an absolute and utter waste of time that was!!

The power plug from a Sky box should create no appreciable noise. The Sky box has an internal PSU and therefore the power lead is a standard lead with no electronics so very unlikely to cause noise (essentially just 3 wires and a fuse).

So along with the living room change around I also fitted a new openreach filtered faceplate Friday and these are my new stats:

Information for Helpdesk agents

When contacting the BT Broadband helpdesk, the agent might ask you for details about your BT Home Hub. This page contains all of the information they are likely to request.

1. Product name: BT Home Hub
2. Serial number: +068343+NQ40316136
3. Firmware version: Software version 4.7.5.1.83.8.204 (Type A) Last updated 14/01/15
4. Board version: BT Hub 5A
5. DSL uptime: 0 days, 00:07:48
6. Data rate: 19999 / 79995
7. Maximum data rate: 22452 / 88321
8. Noise margin: 6.3 / 8.3
9. Line attenuation: 8.7 / 10.5
10. Signal attenuation: 8.7 / 10.5


Also my profile is back to where it should be:


FAQ
Results Image not loaded



1. Best Effort Test: -provides background information.

Download Speed
73.06 Mbps

0 Mbps 77.43 Mbps
Max Achievable Speed

Download speedachieved during the test was - 73.06 Mbps
For your connection, the acceptable range of speedsis 40 Mbps-77.43 Mbps .
Additional Information:
IP Profile for your line is - 77.43 Mbps

2. Upstream Test: -provides background information.

Upload Speed
12.01 Mbps

0 Mbps 20 Mbps
Max Achievable Speed

Upload speed achieved during the test was - 12.01Mbps
Additional Information:
Upstream Rate IP profile on your line is - 20 Mbps

That could of been down to the down time while you fitted the new filtered face plate.
When I get bad speeds I power down our HH4 and wait 5 to 10 mins before powering back up and it seems to resolve itself.

Paul

Not sure if you've read the rest of the thread mate, these were also how my original stats looked before having troubles a while back, I'd tried full reboots/resyncs on advice from here but these stats didn't come back to full speed until after the changes I made!

Edited by jorkila (Mon 26-Jan-15 09:37:28)

Does suggest that something in the room might be the cause of the problems.

Upstream is still a little low at 12Mbps on the test whereas you are syncing at 20.

My upload via speed tests have never been great mate, but is always there or thereabouts in real life situations.

Edited by jorkila (Mon 26-Jan-15 10:21:46)

I wonder if there is still a source of interference within your house that is causing problems with the upper part of the spectrum. If the potential Upstream is 20 and you are consistently getting just 12 then it could be possible.

Have you tried turning OFF and unplugging everything else in the house apart from the Modem/Hub and PC? Then running another test. If that returns 12Mbps it would suggest external interference or noise but if you get 18Mbps then you will need to find out what causes the drop.

I guess I worded it wrong mate, what I meant to say was during speedtests those are the kind of speeds I normally see sometimes better but in real upload scenarios I generally see nearer the 20Mbps

So after an electrical malfunction in my home yesterday my elecricity tripped at least 6 times before finding the faulty appliance and now my IP profile is in the low 60's

Spoke to BT online and the guy said he would reset my profile but did so without disconnecting me is this right and also my stats remained the same so I'm not sure if he's just reset DLM or if this is the same thing?

I don't think they can do it remotely, but you could try rebooting the modem.

If I'm honest I didn't think they could or if they could I would've expected a disconnect!!
These are my stats after reboot which are pretty much the same as before speaking to them!!

4. Board version: BT Hub 5A
5. DSL uptime: 0 days, 00:03:15
6. Data rate: 17000 / 64391
7. Maximum data rate: 23005 / 90197
8. Noise margin: 6.9 / 8.2
9. Line attenuation: 8.7 / 10.5

I'm hoping that if I stay connected for a few days now DLM should bring it back up as my stats clearly state that my line is capable of full sync!!

Agreed

This is the first time I've seen my downstream noise margin above 6.5 when it's not been at full sync though.

In reply to a post by BatBoy:

I don't think they can do it remotely, but you could try rebooting the modem.

BT can, but it depends on who you talk to.
When I get huge speed loss due to faults on my line caused by rain, I just get in contact with BTCare via their link and they just reset my SNR back to 6.0dB and our router disconnects and re-syncs up using the new SNR value.

But like I said it depends on who you talk to, BT India don't reset the connection, however when speaking local BT Support they have reset our connection every time when our SNR has been reset.

Saying that, this is for ADSL 2+.

Paul

Edited by PaulKirby (Sat 31-Jan-15 12:13:26)

Yes, they can for ADSL but not for VDSL2 as it's owned by Openreach.

In reply to a post by BatBoy:

Yes, they can for ADSL but not for VDSL2 as it's owned by Openreach.

Ah, ok, that make sense.

Paul

In reply to a post by MHC:

Does suggest that something in the room might be the cause of the problems.

Upstream is still a little low at 12Mbps on the test whereas you are syncing at 20.

I wouldn't rely on the BT Speedtest giving accurate results in particular on the upstream side
I have seen it report figures like that , but some other speedtests and uploads via FTP provide results closer to the 20mbps sync rate,. typically 18-19mbps

So with my Homehub staying connected and DLM not raising my profile after almost a week I decided to contact BT again and boy are these lot reading from the script or what lol!!

After a router restart and Kishalay doing so called tests they ask my to disconnect all devices from the HH apart from my wired iMac and get me to do speed tests which obviously are satisfactory to what the actual HH is connected at, but obviously I know the profile has been lowered but I can't seem to drum that into them!!

This was the last message I got from them: Ok now that we have all the details I am writing a report and raising it to my tier two, then I will get the slots available.

Now do I believe them or are they fobbing me off like last time when they said that they had reset the DLM?

Kishalay Banerjee : OK the earliest slot I can get for you is for the 10th is 9:30 to 11:30

I won't be holding my breath!!

DLM will raise the profile when it sees the line is stable for a few weeks.

In reply to a post by jorkila:

Kishalay Banerjee : OK the earliest slot I can get for you is for the 10th is 9:30 to 11:30

I won't be holding my breath!!

Is that an engineer visit?

No a call from tier 2 to tell me the outcome, whatever that means!!

Will a dsl filter have a detrimental effect on my connection as apposed to a filtered face plate or they pretty much the same thing?

Depends on whether the DSL filter has a faulty component, i.e. it is one of those things that you should try swapping out.

A filter with no extension wiring should be no problem.

Probably nothing.

DLM is in the control of Openreach and usually only gets manually reset after an engineer visit.

The Openreach DLM does relent if a line improves, just takes a few weeks. Getting a manual reset might help for a while, but likely since the DLM is running the same algorithm that unless a line has improved it will seek down to the same sorts of speeds.

No extensions and just the one socket, the only reason it would have been seen as a fault would be because I had a faulty fridge freezer which caused the electric to trip half a dozen times or more in one day so fingers crossed it should sort itself out, just have to give it longer I guess!!