Sudden Infinity 2 speed drop?

Ive had BT Infinity 2 since last August, no problems, and always had 75-76mb download until last week when it fell to the low 50s, I'm about 150mts from the cabinet. I contacted BT who arranged for an engineer to call. He came on Saturday and described the fault as a "strange one". He did a hard reset of the HH6 and left saying he'd request a line reset. I mentioned id read it was done from the cabinet and he said he was not allowed to touch anything outside or go in the cabinet. I pointed out my filter in the old NTE faceplate hoping he'd swap it, but he said he prefers them like that.

The line has recovered slightly since but is still well down on what it was with the noise margin down now at 3.3dB. Seems to be taking a while for the reset, how does a line reset get carried out or does it look like it wont be done? BT fault tracker is showing as repair delayed. Ive been on to BT chat but they are next to useless.

My profile was 77.2 before this problem with a 15.30dB noise margin, is DLM likely to put me back where it was in time if it doesn't get reset?

Any thoughts?

If the issue is DLM having done something funky to slow you down for no reason then a reset could give you back speed, but if there is an issue it has the potential to slow you down further until the DLM adjusts

What are you connection speed, attenuation and noise margin figures now, I know you posted some of them, but seeing the full set especially a before and after is useful.

The DLM reset is not a switch or button inside the cabinet, but is done by software remotely.

Odd statement from the engineer ??

The reset is done there and then from an app on the engineers phone. Once requested it usually takes less than 5 minutes to be actioned.

What stats is the router showing ?

this was last week

Technical log
Information
Event log
Save Back
This shows all events that have taken place on your BT Smart Hub since the last time it was reset.
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Category: Select
Time and date
Message
Selected: WAN
21:20:30, 18 Jun.
:WAN: SENSING AUTO VDSL
21:19:59, 18 Jun.
ptm0.101:VLAN VLAN_DATA connected
21:19:59, 18 Jun.
:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]
21:19:59, 18 Jun.
:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]
21:19:59, 18 Jun.
dsl:VDSL link Up: Down Rate=59863Kbps, Up Rate=19999Kbps, SNR Margin Down=0.00dB, SNR Margin Up=6.00dB
21:06:01, 18 Jun.
:VLAN VLAN_DATA disconnected
21:05:55, 18 Jun.
dsl:VDSL Link Down: duration was 218 seconds
21:02:49, 18 Jun.
:WAN: SENSING AUTO VDSL
21:02:17, 18 Jun.
ptm0.101:VLAN VLAN_DATA connected
21:02:17, 18 Jun.
:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]
21:02:17, 18 Jun.
:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]
21:02:17, 18 Jun.
dsl:VDSL link Up: Down Rate=59955Kbps, Up Rate=19999Kbps, SNR Margin Down=0.00dB, SNR Margin Up=6.00dB
20:59:21, 18 Jun.
:VLAN VLAN_DATA disconnected
20:59:14, 18 Jun.
dsl:VDSL Link Down: duration was 3018 seconds
00:01:55, 01 Jan.
:WAN: SENSING AUTO VDSL
00:01:29, 01 Jan.
ptm0.101:VLAN VLAN_DATA connected
00:01:28, 01 Jan.
:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]
00:01:28, 01 Jan.
:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]
00:01:28, 01 Jan.
dsl:VDSL link Up: Down Rate=62376Kbps, Up Rate=21372Kbps, SNR Margin Down=6.90dB, SNR Margin Up=6.30dB
00:00:24, 01 Jan.
:WAN: ethernet as LAN
00:01:57, 01 Jan.
:WAN: SENSING AUTO VDSL
00:01:22, 01 Jan.
ptm0.101:VLAN VLAN_DATA connected
00:01:22, 01 Jan.
:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]
00:01:22, 01 Jan.
:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]
00:01:22, 01 Jan.
dsl:VDSL link Up: Down Rate=59710Kbps, Up Rate=21584Kbps, SNR Margin Down=7.10dB, SNR Margin Up=6.00dB
00:00:24, 01 Jan.
:WAN: ethernet as LAN
10:29:32, 18 Jun.
dsl:VDSL Link Down: duration was 1211349 seconds
10:29:32, 18 Jun.
:VLAN VLAN_DATA disconnected
01:31:41, 06 Jun.
:WAN: SENSING AUTO VDSL
00:01:46, 01 Jan.
:WAN: SENSING AUTO VDSL
00:01:15, 01 Jan.
ptm0.101:VLAN VLAN_DATA connected
00:01:15, 01 Jan.
:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]
00:01:15, 01 Jan.
:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]
00:01:14, 01 Jan.
dsl:VDSL link Up: Down Rate=83048Kbps, Up Rate=29655Kbps, SNR Margin Down=15.30dB, SNR Margin Up=6.40dB
00:00:23, 01 Jan.
:WAN: ethernet as LAN
09:58:49, 04 Jun.
dsl:VDSL Link Down: duration was 1210642 seconds
09:58:48, 04 Jun.
:VLAN VLAN_DATA disconnected
00:01:40, 01 Jan.
:WAN: SENSING AUTO VDSL
00:01:14, 01 Jan.
ptm0.101:VLAN VLAN_DATA connected
00:01:14, 01 Jan.
:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]
00:01:14, 01 Jan.
:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]
00:01:14, 01 Jan.
dsl:VDSL link Up: Down Rate=83388Kbps, Up Rate=29747Kbps, SNR Margin Down=15.30dB, SNR Margin Up=6.50dB
00:00:23, 01 Jan.
:WAN: ethernet as LAN
09:39:54, 21 May.
dsl:VDSL Link Down: duration was 1046274 seconds
09:39:53, 21 May.
:VLAN VLAN_DATA disconnected
00:01:56, 01 Jan.
:WAN: SENSING AUTO VDSL
00:01:25, 01 Jan.
ptm0.101:VLAN VLAN_DATA connected
00:01:24, 01 Jan.
:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]
00:01:24, 01 Jan.
:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]
00:01:24, 01 Jan.
dsl:VDSL link Up: Down Rate=79917Kbps, Up Rate=29327Kbps, SNR Margin Down=15.30dB, SNR Margin Up=6.00dB
00:00:23, 01 Jan.
:WAN: ethernet as LAN
07:00:14, 09 May.
dsl:VDSL Link Down: duration was 1210689 seconds
07:00:13, 09 May.
:VLAN VLAN_DATA disconnected
00:01:51, 01 Jan.
:WAN: SENSING AUTO VDSL
00:01:28, 01 Jan.
ptm0.101:VLAN VLAN_DATA connected
00:01:28, 01 Jan.
:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]
00:01:23, 01 Jan.
:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]
00:01:23, 01 Jan.
dsl:VDSL link Up: Down Rate=82686Kbps, Up Rate=29335Kbps, SNR Margin Down=15.30dB, SNR Margin Up=6.40dB
00:00:23, 01 Jan.
:WAN: ethernet as LAN
06:40:23, 25 Apr.
dsl:VDSL Link Down: duration was 1210855 seconds
06:40:23, 25 Apr.
:VLAN VLAN_DATA disconnected
00:01:52, 01 Jan.
:WAN: SENSING AUTO VDSL
00:01:30, 01 Jan.
ptm0.101:VLAN VLAN_DATA connected
00:01:29, 01 Jan.
:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]
00:01:29, 01 Jan.
:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]
00:01:29, 01 Jan.
dsl:VDSL link Up: Down Rate=84240Kbps, Up Rate=29415Kbps, SNR Margin Down=15.30dB, SNR Margin Up=6.30dB
00:00:23, 01 Jan.
:WAN: ethernet as LAN
06:17:40, 11 Apr.
dsl:VDSL Link Down: duration was 948776 seconds
06:17:40, 11 Apr.
:VLAN VLAN_DATA disconnected
06:45:25, 31 Mar.
:WAN: SENSING AUTO VDSL
06:44:54, 31 Mar.
ptm0.101:VLAN VLAN_DATA connected
06:44:53, 31 Mar.
:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]
06:44:53, 31 Mar.
:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]
06:44:53, 31 Mar.
dsl:VDSL link Up: Down Rate=80472Kbps, Up Rate=19999Kbps, SNR Margin Down=0.00dB, SNR Margin Up=6.00dB
06:44:37, 31 Mar.
:VLAN VLAN_DATA disconnected
06:44:27, 31 Mar.
dsl:VDSL Link Down: duration was 174924 seconds
06:09:38, 29 Mar.
:WAN: SENSING AUTO VDSL
06:09:06, 29 Mar.
ptm0.101:VLAN VLAN_DATA connected
06:09:06, 29 Mar.
:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]
06:09:06, 29 Mar.
:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]
06:09:06, 29 Mar.
dsl:VDSL link Up: Down Rate=80194Kbps, Up Rate=20000Kbps, SNR Margin Down=0.00dB, SNR Margin Up=6.00dB
06:08:50, 29 Mar.
:VLAN VLAN_DATA disconnected
06:08:40, 29 Mar.
dsl:VDSL Link Down: duration was 87169 seconds
00:02:08, 01 Jan.
:WAN: SENSING AUTO VDSL
00:01:25, 01 Jan.
ptm0.101:VLAN VLAN_DATA connected
00:01:25, 01 Jan.
:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]
00:01:25, 01 Jan.
:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]
00:01:25, 01 Jan.
dsl:VDSL link Up: Down Rate=80071Kbps, Up Rate=29371Kbps, SNR Margin Down=15.30dB, SNR Margin Up=6.00dB
00:00:24, 01 Jan.
:WAN: ethernet as LAN
01:08:12, 01 Jan.
dsl:VDSL Link Down: duration was 4022 seconds
01:08:11, 01 Jan.
:VLAN VLAN_DATA disconnected
00:01:43, 01 Jan.
:WAN: SENSING AUTO VDSL
00:01:10, 01 Jan.
ptm0.101:VLAN VLAN_DATA connected
00:01:10, 01 Jan.
:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]
00:01:10, 01 Jan.
:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]
00:01:09, 01 Jan.
dsl:VDSL link Up: Down Rate=80071Kbps, Up Rate=19999Kbps, SNR Margin Down=0.00dB, SNR Margin Up=6.00dB
00:00:24, 01 Jan.
:WAN: ethernet as LAN
00:09:12, 01 Jan.
dsl:VDSL Link Down: duration was 467 seconds
00:09:12, 01 Jan.
:VLAN VLAN_DATA disconnected
00:02:01, 01 Jan.
:WAN: SENSING AUTO VDSL


current

07:25:45, 24 Jun.
:WAN: SENSING AUTO VDSL
07:25:15, 24 Jun.
ptm0.101:VLAN VLAN_DATA connected
07:25:15, 24 Jun.
:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]
07:25:15, 24 Jun.
:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]
07:25:15, 24 Jun.
dsl:VDSL link Up: Down Rate=70104Kbps, Up Rate=19999Kbps, SNR Margin Down=0.00dB, SNR Margin Up=3.00dB
07:25:00, 24 Jun.
:VLAN VLAN_DATA disconnected
07:24:49, 24 Jun.
dsl:VDSL Link Down: duration was 83905 seconds
00:01:49, 01 Jan.
:WAN: SENSING AUTO VDSL
00:01:16, 01 Jan.
ptm0.101:VLAN VLAN_DATA connected
00:01:12, 01 Jan.
:connection ATM_TV disconnected.[ERROR_USER_DISCONNECT]
00:01:12, 01 Jan.
:connection ATM_DATA disconnected.[ERROR_USER_DISCONNECT]
00:01:12, 01 Jan.
dsl:VDSL link Up: Down Rate=66719Kbps, Up Rate=21308Kbps, SNR Margin Down=6.90dB, SNR Margin Up=4.00dB
00:00:23, 01 Jan.
:WAN: ethernet as LAN

Looking at the stats looks like DLM is trying the 3 and 4 dB margins, but with syncs around 69 and 70 Mbps, I'd not expect to see speed test results in the 50's, but closer to the 60's and above.

150 metres is close and would expect full sync but it may be a massive crosstalk issue, or something else has happened to the line, high temperatures and thermal expansion causing an issue with a joint if overhead supply.

In reply to a post by MrSaffron:

Looking at the stats looks like DLM is trying the 3 and 4 dB margins, but with syncs around 69 and 70 Mbps, I'd not expect to see speed test results in the 50's, but closer to the 60's and above.

150 metres is close and would expect full sync but it may be a massive crosstalk issue, or something else has happened to the line, high temperatures and thermal expansion causing an issue with a joint if overhead supply.

So what can be done to get it back as it was? I’d the fault checker showing delayed fix likely to be relevant?

It could be ....

but then since it seems you have had the most basic of engineer visits, it could be anything.

In reply to a post by Zarjaz:

It could be ....

but then since it seems you have had the most basic of engineer visits, it could be anything.

I did think it odd he was wearing trainers and how clean they were and that he said he was on Sky fibre at home. Maybe he was inprrsonating an Openreach engineer

Edited by john71 (Mon 25-Jun-18 17:43:52)

Is there a chance he was a contractor ?

I don't believe they do this kind of faulting work for Openreach though.

Or maybe one of the huge influx of noob staff they have ?

In reply to a post by Zarjaz:

Is there a chance he was a contractor ?

I don't believe they do this kind of faulting work for Openreach though.

Or maybe one of the huge influx of noob staff they have ?

Yes he said he was a contractor. Wasn’t much point him coming and they threatened it may cost me £129.