User comments on ISPs
  >> BT Broadband


Register (or login) on our website and you will not see this ad.


Pages in this thread: 1 | 2 | 3 | 4 | 5 | >> (show all)   Print Thread
Standard User magdrop
(newbie) Wed 23-Dec-15 09:01:40
Print Post

Slow internet after line fault repaired


[link to this post]
 
My normal DL speed is 6Meg (asdlmax) but three weeks ago we lost dial tone although BB continued at about 1-2 Meg. Eventually line fault was repaired but BB speed immediately dropped to 0.1 Meg. After many more hours on the phone to India they managed to bring it up to 1 Meg which has since dropped back to around 0.5 Meg. Unable to get an engineer visit until 4th Jan which will mean I have been without my phone/broadband service for a month.

Can anyone suggest/help?

My HH4 gives this: DSL Link Up: Down Rate=608Kbps, Up Rate=128Kbps; SNR Margin Down=6.0dB, Up=7.0dB
Standard User RobertoS
(elder) Wed 23-Dec-15 09:41:40
Print Post

Re: Slow internet after line fault repaired


[re: magdrop] [link to this post]
 
I'm not clear if the phone was fixed or not. You say the line fault was repaired but that you are still without phone (and effective broadband I realise).

Very slow broadband and no dial tone is nearly always one wire of the pair is disconnected, somewhere between (and including) your phone socket and the exchange kit.

The indispensable man or woman passes from the scene, and what happens next is more or less the same thing as was happening before.
My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. Sync 59997/15142kbps @ 600m. - BQM
Standard User BatBoy
(sensei) Wed 23-Dec-15 09:43:47
Print Post

Re: Slow internet after line fault repaired


[re: magdrop] [link to this post]
 
Looks like you have a lot of noise on your line. Can you hear a noise when you make a phone call?


Register (or login) on our website and you will not see this ad.

Standard User magdrop
(newbie) Wed 23-Dec-15 09:50:26
Print Post

Re: Slow internet after line fault repaired


[re: BatBoy] [link to this post]
 
The phone fault was repaired after two weeks at which point the BB speed dropped to 0.1 Meg, it now struggling at less than 0.5 Meg.
Standard User magdrop
(newbie) Wed 23-Dec-15 09:51:30
Print Post

Re: Slow internet after line fault repaired


[re: magdrop] [link to this post]
 
The line sounds clean.
Standard User BatBoy
(sensei) Wed 23-Dec-15 10:01:16
Print Post

Re: Slow internet after line fault repaired


[re: magdrop] [link to this post]
 
Have you tried this? https://www.bt.com/consumerFaultTracking/secure/faul...

I suggest you start with the phone fault
Standard User magdrop
(newbie) Wed 23-Dec-15 10:23:38
Print Post

Re: Slow internet after line fault repaired


[re: BatBoy] [link to this post]
 
The phone is working fine, good dial tone and sounds clean, its the broadband which is the problem ever since the phone line was "fixed". I agree that the phone line repair is at the root of the problem or one hell of a coincidence!
India did play around with profiles etc but only made a marginal and temporary improvement.
Standard User ian72
(eat-sleep-adslguide) Wed 23-Dec-15 10:25:42
Print Post

Re: Slow internet after line fault repaired


[re: magdrop] [link to this post]
 
It's possible that they fixed the phone fault by putting you on a different pair to the exchange which may be longer/poorer for broadband. Therefore there may be no actual "fault" any more but a much lower quality connection. Hope BT can do something but they may decide it is the best you can now get.
Standard User BatBoy
(sensei) Wed 23-Dec-15 10:26:14
Print Post

Re: Slow internet after line fault repaired


[re: magdrop] [link to this post]
 
I'm suggesting you start with the phone fault option before moving onto the broadband fault option on that fault diagnosis tool. You need a perfect phoneline for a good broadband connection.
Standard User BatBoy
(sensei) Wed 23-Dec-15 10:27:03
Print Post

Re: Slow internet after line fault repaired


[re: ian72] [link to this post]
 
That's true. More stats including the attenuation would help.
Standard User magdrop
(newbie) Wed 23-Dec-15 10:35:24
Print Post

Re: Slow internet after line fault repaired


[re: BatBoy] [link to this post]
 
Thanks for the replies, how do I get attenuation stats from a HH4?
Standard User magdrop
(newbie) Wed 23-Dec-15 10:40:17
Print Post

Re: Slow internet after line fault repaired


[re: magdrop] [link to this post]
 
.

Product Name:

HomeHub4


2.

Serial number:

+076281+1514018406


3.

Firmware version:

v0.07.01.0910-BT (Type B) Last updated [Unknown]


4.

Board version:

01A


5.

DSL uptime:

0 days, 18:02:08


6.

Data Rate:

128 / 608


7.

Maximum Data Rate:

216 / 720


8.

Noise Margin:

7.0 / 6.7


9.

Line Attenuation:

17.0 / 23.0


10.

Signal Attenuation:

0.0 / 23.0


11.

Data sent/received:

76.9 MB / 1.1 GB


12.

Broadband username:

[email protected]


13.

BT Wi-fi:

No


14.

2.4GHz wireless network/SSID:

BTHub4-J9ZR


15.

2.4GHz wireless connections:

Enabled (802.11 b/g/n (up to 144 Mb/s))


16.

2.4GHz wireless security:

WPA & WPA2 (Recommended)


17.

2.4GHz wireless channel:

Automatic (Smart Wireless)


18.

5GHz wireless network/SSID:

BTHub4-J9ZR


19.

5GHz wireless connections:

Enabled (802.11 n (up to 300 Mb/s))


20.

5GHz wireless security:

WPA2 Only


21.

5GHz wireless channel:

Automatic (Smart Wireless)


22.

Firewall:

Default


23.

MAC Address:

5c:dc:96:15:7d:10


24.

VPI/VCI:

0/38


25.

Modulation:

G.992.1(DMT)


26.

Latency type:

Interleaved


27.

Software variant:

-


28.

Boot loader:

0.4.3-BT (Mon Jun 9 14:23:56 2014)
Standard User BatBoy
(sensei) Wed 23-Dec-15 10:41:13
Print Post

Re: Slow internet after line fault repaired


[re: magdrop] [link to this post]
 
Oh, that's good news

Edited by BatBoy (Wed 23-Dec-15 10:41:48)

Standard User magdrop
(newbie) Wed 23-Dec-15 10:44:10
Print Post

Re: Slow internet after line fault repaired


[re: BatBoy] [link to this post]
 
In what way?

Edited by magdrop (Wed 23-Dec-15 10:44:50)

Standard User BatBoy
(sensei) Wed 23-Dec-15 10:44:41
Print Post

Re: Slow internet after line fault repaired


[re: magdrop] [link to this post]
 
That attenuation should be good for 8 Mbps, so there's clearly something wrong.
Standard User magdrop
(newbie) Wed 23-Dec-15 10:47:38
Print Post

Re: Slow internet after line fault repaired


[re: BatBoy] [link to this post]
 
Thanks for that, so do you think it is more likely a software/hardware problem at the exchange?
Standard User BatBoy
(sensei) Wed 23-Dec-15 10:48:57
Print Post

Re: Slow internet after line fault repaired


[re: magdrop] [link to this post]
 
I think you have a fault which is why I suggested the fault diagnosis tool.
Standard User RobertoS
(elder) Wed 23-Dec-15 10:58:48
Print Post

Re: Slow internet after line fault repaired


[re: BatBoy] [link to this post]
 
Has it been banded perhaps, and the engineer didn't reset DLM?

Edit - which way round are the connection stats on the HH4?
Edit 2 - Um, looks like Up/Down.

The indispensable man or woman passes from the scene, and what happens next is more or less the same thing as was happening before.
My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. Sync 59997/15142kbps @ 600m. - BQM

Edited by RobertoS (Wed 23-Dec-15 11:01:31)

Standard User magdrop
(newbie) Wed 23-Dec-15 11:12:56
Print Post

Re: Slow internet after line fault repaired


[re: BatBoy] [link to this post]
 
The phone diagnostics shows no fault, the broadband diagnostics could not complete "this may be due to low speeds on your line"

I tried the BT wholesale tester which gave:

Download speedachieved during the test was - 0.46 Mbps
For your connection, the acceptable range of speeds is 0.05 Mbps-0.5 Mbps.
Additional Information:
Your DSL Connection Rate :0.61 Mbps(DOWN-STREAM), 0.13 Mbps(UP-STREAM)
IP Profile for your line is - 0.5 Mbps

Interestingly the profile has reduced from 1.5 Mbs a couple of days ago.
Standard User magdrop
(newbie) Wed 23-Dec-15 11:21:15
Print Post

Re: Slow internet after line fault repaired


[re: RobertoS] [link to this post]
 
I did query that with India, things did improve - 0.1 to approx. 1mbs for a while but have dropped back down again to below 0.5Mbs
Standard User thomaswarne01
(member) Wed 23-Dec-15 18:45:21
Print Post

Re: Slow internet after line fault repaired


[re: magdrop] [link to this post]
 
Could internal wiring be at fault? how is the hub connected to the phone line, through what socket? any extensions?

saw this with my aunts broadband, her line said 33dB attenuation, and she was getting 3-4Mbps on adsl2+, fiddled around with sockets *removed ring wire* and shot up to 9-12Mbps, so much better.
Standard User Zarjaz
(eat-sleep-adslguide) Wed 23-Dec-15 22:00:22
Print Post

Re: Slow internet after line fault repaired


[re: RobertoS] [link to this post]
 
Looks like some kind of banding issue to me too. The engineer wouldn't have reset DLM as they were called out for a voice fault.

Standard User flippery
(experienced) Thu 24-Dec-15 09:31:00
Print Post

Re: Slow internet after line fault repaired


[re: magdrop] [link to this post]
 
I would have expected Down/Up Line attenuation to be 2 to 1. However here Down is only just above Up. If it was banded, as mine was, SNR would have been 30 not 7 as shown.
I am no expert but there does seem a problem with line
,
Standard User magdrop
(newbie) Thu 24-Dec-15 10:20:21
Print Post

Re: Slow internet after line fault repaired


[re: flippery] [link to this post]
 
Thanks for all the replies. Something very fishy with the line, I now noticed that if someone rings my neighbour although it doesn't ring my phone it comes up as a silent missed call! Still waiting for a response from BT
Standard User BatBoy
(sensei) Thu 24-Dec-15 11:27:25
Print Post

Re: Slow internet after line fault repaired


[re: magdrop] [link to this post]
 
That's very strange, could be a split pair between you and your neighbour or some sort of shorting.
Standard User flippery
(experienced) Thu 24-Dec-15 11:35:27
Print Post

Re: Slow internet after line fault repaired


[re: BatBoy] [link to this post]
 
Could this be that line pair incorrect somehow and Broadband only coming down 1 of Pair only. Speed would indicate this.
Standard User BatBoy
(sensei) Thu 24-Dec-15 11:37:47
Print Post

Re: Slow internet after line fault repaired


[re: flippery] [link to this post]
 
That would be a typical Kellys screw-up.
Standard User magdrop
(newbie) Wed 06-Jan-16 13:45:03
Print Post

Re: Slow internet after line fault repaired


[re: BatBoy] [link to this post]
 
Well, has fourth engineer visit on Mon 4th, spent about three hours working on overhead line near exchange, said there was battery contact on my line but could not find source, no available spare pairs left. Left saying "see how it goes", thirty mins later had another crossed line call. Spoken with India several times being told different things, last guy said openreach had "passed it back to BT management team who would call me"

Engineer said at the time that whole cable needed replacing but had no idea when or if!

Meanwhile I am one of the select few who can listen in on other peoples private phone conversations without written permission from the home secretary!!
Standard User Zarjaz
(eat-sleep-adslguide) Wed 06-Jan-16 20:35:20
Print Post

Re: Slow internet after line fault repaired


[re: magdrop] [link to this post]
 
If it tests battery, it tests battery, and the the fault cannot be closed off.

Get them to get Openreach out again and then ask what the engineer proposes to do about it. Needs to narrow it down to a length, tag either end and then pass to the team who deal with these things.

Standard User magdrop
(newbie) Fri 05-Feb-16 11:01:27
Print Post

Re: Slow internet after line fault repaired


[re: Zarjaz] [link to this post]
 
Well finally sorted out. Last engineer came and said I was on a "split connection and was now fixed". Well not quite as in doing so he cut off my neighbour!
Any way my neighbour (plusnet) had to call out openreach who reconnected him and all seems ok at last.

There is a massive disconnect between what openreach enginners say and what I was being told by the indian call centre.

I had good support from the uk BT care office but you have to run through treacle to get it.

Conclusion, BT is a good product when things are working but let down by appalling customer support.
Standard User PaulKirby
(fountain of knowledge) Fri 05-Feb-16 15:21:30
Print Post

Re: Slow internet after line fault repaired


[re: magdrop] [link to this post]
 
In reply to a post by magdrop:
Well finally sorted out. Last engineer came and said I was on a "split connection and was now fixed". Well not quite as in doing so he cut off my neighbour!
Any way my neighbour (plusnet) had to call out openreach who reconnected him and all seems ok at last.

Yeah we had that a little while back when the engineer dropped the shell/shield that covers the cables which was in one hand and some cables in the other, and the result was several cables disconnected, and we ended up being on each others lines for a few days.
Have also been of split pairs for 2 days.

In reply to a post by magdrop:
There is a massive disconnect between what openreach enginners say and what I was being told by the indian call centre.

Well BT always say take no notice what their engineers say, but I have noticed where the engineers are the ones actually doing the work they would know more than the support people.
But it all down to what's being said.

In reply to a post by magdrop:
I had good support from the uk BT care office but you have to run through treacle to get it.
Conclusion, BT is a good product when things are working but let down by appalling customer support.

Well I normally use the number ending in 150 for the basic stuff like resetting our line etc, but for reporting issues and faults I use a different number that I was given that always gets answered by a person in the UK.

Paul
Standard User Moonpie
(newbie) Tue 01-Mar-16 15:47:47
Print Post

Re: Slow internet after line fault repaired


[re: PaulKirby] [link to this post]
 
how did you get those detailed line stats out of a Home hub 4 as I didn't think it was possible?
Standard User Apprentice
(knowledge is power) Tue 01-Mar-16 15:56:13
Print Post

Re: Slow internet after line fault repaired


[re: Moonpie] [link to this post]
 
AFAIK you can't get the full line ADSL stats from the HH4.

http://www.kitz.co.uk/adsl/frogstats.php#71


.

plusnet user
Standard User Moonpie
(newbie) Tue 01-Mar-16 16:23:26
Print Post

Re: Slow internet after line fault repaired


[re: Apprentice] [link to this post]
 
Strange how the OP posted his from a HH4
Standard User PaulKirby
(fountain of knowledge) Tue 01-Mar-16 17:21:04
Print Post

Re: Slow internet after line fault repaired


[re: Moonpie] [link to this post]
 
In reply to a post by Moonpie:
how did you get those detailed line stats out of a Home hub 4 as I didn't think it was possible?
The only details that I can get on the HH4 is Troubleshooting -> Helpdesk.

Paul
Standard User alwall
(member) Tue 01-Mar-16 17:58:22
Print Post

Re: Slow internet after line fault repaired


[re: PaulKirby] [link to this post]
 
Go to Troubleshooting > Event Log > Set Category to "WAN"
If you scroll down you will see Up and Down Rates and SNR

BTBroadband
Standard User PaulKirby
(fountain of knowledge) Tue 01-Mar-16 19:30:50
Print Post

Re: Slow internet after line fault repaired


[re: alwall] [link to this post]
 
I thought they wanted the Helpdesk information.

Paul
Standard User Moonpie
(newbie) Tue 01-Mar-16 20:03:12
Print Post

Re: Slow internet after line fault repaired


[re: alwall] [link to this post]
 
In reply to a post by alwall:
Go to Troubleshooting > Event Log > Set Category to "WAN"
If you scroll down you will see Up and Down Rates and SNR


Yep I found that but not seen the attenuation info etc
Standard User PaulKirby
(fountain of knowledge) Tue 01-Mar-16 20:32:05
Print Post

Re: Slow internet after line fault repaired


[re: Moonpie] [link to this post]
 
In reply to a post by Moonpie:
In reply to a post by alwall:
Go to Troubleshooting > Event Log > Set Category to "WAN"
If you scroll down you will see Up and Down Rates and SNR


Yep I found that but not seen the attenuation info etc
The HH4 won't display that, it only displays the Noise Margin for the up and down streams.

Paul
Standard User RobertoS
(elder) Tue 01-Mar-16 21:35:48
Print Post

Re: Slow internet after line fault repaired


[re: PaulKirby] [link to this post]
 
As moonpie points out, most of the stats are in the OP, and full connection stats in this post.

IIRC ADSLx stats are available from the HH4. Just not FTTC stats for the simple reason it doesn't have a VDSL2 modem built in.

The indispensable man or woman passes from the scene, and what happens next is more or less the same thing as was happening before.
My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. Sync 59504/15641kbps @ 600m. - BQM
Standard User BatBoy
(sensei) Tue 01-Mar-16 21:46:36
Print Post

Re: Slow internet after line fault repaired


[re: RobertoS] [link to this post]
 
I think it may depend on the firmware. Later firmware doesn't always return the line stats.

Use the Ginp Formula to determine if your vdsl2 connection is with or without G.INP.
Divide your IP Profile by your Sync Speed and the answer is 0.9669 (with) or 0.9679 (without)
Standard User RobertoS
(elder) Tue 01-Mar-16 22:04:35
Print Post

Re: Slow internet after line fault repaired


[re: BatBoy] [link to this post]
 
Ah - the advance of technology - hides more and more from the people who have most need to know.

And who specifies the firmware? The people who don't want the customer to have the info.

The indispensable man or woman passes from the scene, and what happens next is more or less the same thing as was happening before.
My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. Sync 59504/15641kbps @ 600m. - BQM

Edited by RobertoS (Tue 01-Mar-16 22:05:21)

Standard User PaulKirby
(fountain of knowledge) Tue 01-Mar-16 22:15:45
Print Post

Re: Slow internet after line fault repaired


[re: RobertoS] [link to this post]
 
In reply to a post by RobertoS:
As moonpie points out, most of the stats are in the OP, and full connection stats in this post.

IIRC ADSLx stats are available from the HH4. Just not FTTC stats for the simple reason it doesn't have a VDSL2 modem built in.
No, the HH4 (type A) doesn't show ADSLx line attenuation etc, the OP is using a HH4 (type B) so they must be different in what they display.

This is what the HH4A displays...

Paul

Edited by PaulKirby (Tue 01-Mar-16 22:16:59)

Standard User RobertoS
(elder) Tue 01-Mar-16 22:30:37
Print Post

Re: Slow internet after line fault repaired


[re: PaulKirby] [link to this post]
 
Which answers moonpie's question smile.

The indispensable man or woman passes from the scene, and what happens next is more or less the same thing as was happening before.
My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. Sync 59504/15641kbps @ 600m. - BQM
Standard User PaulKirby
(fountain of knowledge) Tue 01-Mar-16 22:36:48
Print Post

Re: Slow internet after line fault repaired


[re: RobertoS] [link to this post]
 
In reply to a post by RobertoS:
Which answers moonpie's question smile.
Yup smile

I hope my HH4 replacement is a Type B tongue

Paul
Standard User Moonpie
(newbie) Wed 02-Mar-16 15:00:07
Print Post

Re: Slow internet after line fault repaired


[re: PaulKirby] [link to this post]
 
well I had my new HH5b arrive today in preparation for faster broadband FTTC tomorrow which is a whole other story. Anyway was I plugged it in to see if I could get line stats but yet again under helpdesk there is no info apart from connection speed frown . have they removed it again?
Standard User alwall
(member) Wed 02-Mar-16 19:46:17
Print Post

Re: Slow internet after line fault repaired


[re: Moonpie] [link to this post]
 
I also have the HH5b
Attenuation not available AFAIK but sync speed and SNR available in the WAN section of Event Log as here "DSL Link Up: Down Rate=19661Kbps, Up Rate=888Kbps; SNR Margin Down=7.3dB, Up=15.8dB"

BTBroadband
Standard User Moonpie
(newbie) Wed 02-Mar-16 21:43:33
Print Post

Re: Slow internet after line fault repaired


[re: alwall] [link to this post]
 
Really annoying sure it's available on the HH5a
Standard User BatBoy
(sensei) Wed 02-Mar-16 22:06:59
Print Post

Re: Slow internet after line fault repaired


[re: Moonpie] [link to this post]
 
They're available on VDSL2 but not ADSL/2/2+

Use the Ginp Formula to determine if your vdsl2 connection is with or without G.INP.
Divide your IP Profile by your Sync Speed and the answer is 0.9669 (with) or 0.9679 (without)
Standard User PaulKirby
(fountain of knowledge) Wed 02-Mar-16 22:44:36
Print Post

Re: Slow internet after line fault repaired


[re: Moonpie] [link to this post]
 
In reply to a post by Moonpie:
well I had my new HH5b arrive today in preparation for faster broadband FTTC tomorrow which is a whole other story. Anyway was I plugged it in to see if I could get line stats but yet again under helpdesk there is no info apart from connection speed frown . have they removed it again?
Not a clue, I have only had the one HH4a, its ok, we have had better ones like my FRITZ!Box 3390 that allows you to do a hell of a lot more and is a lot better than BT's one, sadly due to line issues I have had to have the HH4a connected due to BT doing tests etc.

And there is a good chance that we will get FTTP before the copper line ever gets fixed, so that FRITZ!Box will probably be a spare for my brother on his line, or if for some crazy reason we go back to ADSL2+ LOL.

But yeah, if I want to know my line stats I just connect my FRITZ!Box and check on that.

Paul
Pages in this thread: 1 | 2 | 3 | 4 | 5 | >> (show all)   Print Thread

Jump to