BT INfinity not as fast as promised.

Hi Everyone. I am new to the forum and am not an IT expert so any help and advise would be greatly appreciated.

Basically I signed up to bt business infinity 100gb/month usage and upto 40mb download with an expected speed of 31.4mb and 8mb upload.

The engineer arrived on December 22nd and before he installed/set up my infinity service he said the cabinet was at the end of my road (which is about 40-50 meters away) and that I should get at least 35mb. He then put a machine into my phone socket to test what my line was getting and he said I was getting the full 40mb but I would lose 1mb of this using wireless. I was well chuffed with this and after he left I did a speedtest on bt's test site and also on speedtest.net.

Both came back at 14mb down and 9 upload.

I'm really happy with the 9 upload but was disappointed to be getting 14mb download when i was expecting 31+. However bt state they guarantee me priority traffic as a business and say i'll have a guaranteed download speed of 16mb at the worst times. Infinity in my area is brand new and the engineer said I was the first person to go live on it.

Can anyone please shed some light on why I am only getting 14mb when I was expecting 31+.

The bt speedtest also said "Your configured download throughput speed for this service is 14262 k"

and...
"IP Profile for your line is -14262 Kbps"

what do these mean?
why is speed only 14mb?

All help greatly appreciated.

Are you using a wireless connection to the router/modem? I've seen people only able to get around 15-20MBit/s on wireless (due to adapter limitation) but full speed when connected via ethernet on FTTC and Cable.

EDIT: If it says "IP Profile for your line is -14262 Kbps" then your being limited by BT to that speed but it should rise in a couple of days or so - if it doesn't then assuming its like ADSL you will need a profile reset..

Edited by deleted (Mon 26-Dec-11 04:34:17)

Try and see if you can unlock the modem to view the stats.

Not sure that's a good idea on a brand new installation where the performance is below the guarantee. I think a simple call to the Business Support center is indicated.

Connect the PC direct to the router and turn wireless OFF.

Open Task Manger so you can see the network speeds. It will default to 0 to 1% when no traffic is running.

Then run a TBB meter speedtest and see what the graph indicates - should;d be 30 to 35%.

Then run a full BT speedtest. At the end copy all of the text into a file and do a screen shot to capture the BT speedtest and Task Manager. Host the images and post the links and BT speedtest text back here.

Hi All, thanks for your advice. Quick couple questions.

1. how do I turn wireless OFF
2. Where do i find task manager
3. how do i run a TBB meter test and what it is it?

Sorry for the questions but as you can see I'm no expert when it comes to technology.

In reply to a post by trogoy:

Hi All, thanks for your advice. Quick couple questions.

1. how do I turn wireless OFF
2. Where do i find task manager
3. how do i run a TBB meter test and what it is it?

Sorry for the questions but as you can see I'm no expert when it comes to technology.

1. Assuming you are using a BT Business hub: http://home/xslt?PAGE=C_2_1 and untick Enable Wireless Interface: followed by SAVE (at bottom of page). You can turn it on again afterwards

2. Task Manager - depends on te operating system you use. On XP and others, <Ctrl><Alt><Delete> shouild bring it up, or a menu which gives you and option to run Task Manager. There will be a series of Tabs at the top - select Networking.

3. TBB meter - it enables you to download large files to test the connection but it sounds unlike you will have it loaded, so use one of te two standard TBB meter speedtests:

http://www.thinkbroadband.com/speedtest/broadband.html - flash based
or
http://www.thinkbroadband.com/speedtest.html?utm_sou... Java based

Frankly, in this case, doing anything the others suggest is a bit pointless, except for one thing.

The BT speedtester is telling you that the IP Profile is just over 14.2Mbps - and your sync speed is likely to be about 3% higher than this (when you sync at 40Mbps the IP Profile is 38717).

The actual download speeds you can achieve are 14Mbps, so you are fully utilising the existing link. This means that any requests to do more tests with wireless turned off, or with a direct PC connection, or whatever, are pointless. It is only worth doing that when the profile value goes up and your tests can't get remotely close to that value. For example, an IP Profile of 38717 should be able to sustain 37.5Mbps on a "speedtest.net" test.

In your case, you look to have been hit by the DLM process. In FTTC, the cabinet tries to run you at the best possible sync speed for the first 2 days, and then intervenes if you are getting large numbers of errors on the line - either by adding interleaving, or by limiting the speed, or both.

In my case, the engineer's JDSU showed I synced at full speed when he first installed the line. However, 2 days later, DLM intervened and added interleaving (so latency increased from 11ms to 18ms) and reduced speed by 4Mbps. I used the "think broadband quality meter" (TBB BQM), and this showed I was getting about 4% packet loss during the first 2 days - so presumably the line suffered lots of errors then.

At the time, you couldn't unlock the modem, so I couldn't see the error rates. Now you *could* unlock the modem to get these numbers (so is the one bit of useful advice). However, this is non-standard, because the modem is part of BT's service. You would be better off just reporting this to the BT help desk, and getting their help.

If you are < 100 metres, you should *easily* get full speed, and an initial JDSU speed of 40Mbps is a sign that you *can* sync high enough. The drop to 14Mbps is huge, and can only come from the error rates. Therefore you almost certainly need an engineer to help sort this out...

... but like ADSL, some self-help can be useful. Do things improve if you unplug everything else from the line (especially fax machines)? How about if you disconnect any extension wiring by removing the front-plate?

Get your own BQM here.

My BQM on the day DLM intervened: My BQM

Thanks for the info.

What do you mean by "DLM process". Sorry but I do not know what it stands for or what it means?

DLM = Dynamic Line Management, a process that runs at the other end of your line and manages it in the way WWWombat outlined.

Seconded.

If your cabinet really is 'just at the end of the road', then there sounds like somethings amiss. My first port of call would be to contact BT Business broadband, and have them get an engineer out, line I went to the other day had been poorly/incorrectly installed, giving the punter a sync rate of around 20 meg, and 40 when I'd finished.



p.s You are running these speed tests when connected to the router via an ethernet cable, aren't you ?

Thirded

RobertoS has made the most important point - the reported profile is below the minimum guaranteed by BT on Business Infinity (the BT web site says 16Mb - I presume they mean per second) so this counts as a fault and the OP should report it as such.

Have you tried resetting the router. My speed dropped from 38/8 to 14/8 after being on infinity for 2 months. I reset the router from the BT Hub Manager and all returned to normal.

We had a power cut last night. When I next went online I noticed my download speed, via a BT Hub was 1 Meg higher

The cabinet really is at the end of my road. If I stick my head out my window I can see it.

My speed tests are being done wireless as that's how we operate.

Re 'Task Manager', I'm using XP and its <Ctrl><Shift><Esc>. Then you can close greedy apps.

In reply to a post by Anonymous:

Re 'Task Manager', I'm using XP and its <Ctrl><Shift><Esc>. Then you can close greedy apps.

I just right-click on the Task Bar. But the Win 7 one is a waste of time, you have to find the Resource Monitor in Accessories >> System Tools.

In reply to a post by Anonymous:

Re 'Task Manager', I'm using XP and its <Ctrl><Shift><Esc>. Then you can close greedy apps.

On XP is is also: <Ctrl><Alt><Delete> - try it and see!

Windows7 does have a Resource Monitor in Task Manager: button at the bottom of the Performance tab ...I think it's the same as the one in system tools.

I believe you, therefore there is something wrong on my setup. There are no tabs on mine, just the single page and a button for Services, (like there has been for ages).

Not even a Close button - only get rid of it by right-clicking its Taskbar icon.

Ohhhh . How "something" wonderful. You have to agree that Windows is a superb GUI which is extremely intuitive! See

Why does Task Manager look different? Where have the menus and tabs gone?

Task Manager has two different views. To see the view that includes menus and tabs, double-click the border of the Task Manager window. To switch back to the view without menus and tabs, double-click anywhere in the border around the tabs.

I really should have realised that . Doddering old fool me.

Edited by RobertoS (Tue 27-Dec-11 19:12:55)

In reply to a post by RobertoS:

. Doddering old fool me.

No need to boast or publicise it! We already knew.

Careful!

I'll add you to my will .

Well, I got the W7 Pro last March and thought I'd entered an alien dimension after many years of XP!
I have no doubt that there's a labyrinth of as yet undiscovered 'stuff' in this, but I just seek things out if I need them

Glad you found it! ...Google's pretty good aint it - it's how I found all of you!

It's the same in XP!

Is it ...I always used ctrl/alt/del to get it, but just to see what was running, CPU etc, or to shut down hung apps.
(I hadn't even known Kaspersky had a network monitor until UK tech told me a few days ago.)

It's only been since October that I had a need to start looking at other stuff while trying to find out why my computer suddenly started slowing down as the day wore on ...turned out to be the adsl and not the computer!
(Still don't know what's causing it though!)

I meant tapping the borders to get rid of tabs & v.v. as Roberto found.

Oh - sorry!

(I hadn't known that about XP Task manager though)

In reply to a post by pcoventry76:

wireless won't be able to handle it unless it's N router and N adapters. PLug a cable in and see what you get!

I had this with virgin media for months. I had a B/G dongle and that could only do 14-16mbps max!. Put their N one on and bam 50mbps all the time!

His IP Profile is 14Mbps . Wired or wireless he isn't going to get any more till that's sorted out. He should be on 38Mbps+.

Think it needs to be drummed in...

IP Profile = 14Mbps,
IP Profile = 14Mbps,
IP Profile = 14Mbps,
IP Profile = 14Mbps.
etc.

Hi everyone. Thanks for all the posts. Just a quick update to say my speeds and IP profiles are still the same. I spoke bt today and explained my situation. A nice bloke called Steve said he'd ring me back in 10 mins. When he rang back he confirmed there is a fault somewhere and that my ip profile shouldn't be 14262kbps.

He's contacting an engineer and someone should be getting back to me with an update in the next 24 hours.

Thanks again for all your posts and knowledge.

Good luck. Let us know how it goes .

This isn't uncommon, just a bad time of the year for it to happen.

In reply to a post by RobertoS:

Good luck. Let us know how it goes .

This isn't uncommon, just a bad time of the year for it to happen.

Just a quick update to say an engineer is visiting tomorrow morning.

Just a quick update to say an engineer is visiting tomorrow morning.

OK, that's a start.

Make sure they perform a 'PQ' test (pair quality).

Make sure they ensure that any other points connected on this line are disconnected by removing the faceplate from the NTE where the VDSL modem is fed.

If they have used a data extension kit, ensure they test at either end to show no loss in sync rate.

Please ask that they use the manual VDSL test rather than scripted tests on their JDSU/Exfo, the scripted ones have a sneaky habit of masking errors.

Remind them, politely, that if they ring for a reset before they do their faulting, they will possibly mask the cause. They should be looking for low downstream, possibly varying, snr.

Good luck, let us know how you get on, who knows, if you are Reading way, it might be me !

Thanks Zarjaz. I'm nowhere near reading so sadly it won't be you lol. I'll just ask the engineer to read your post. When you mention "reset", do you mean reset my ip profile to 40m ?

There is a good chance, that what ever is causing your low sync, means that the sync rate won't just rise back up on it's own. Once the engineer has rectified the cause of the original syn, they will need to ring the FTTC SMC or Boost SMC (depends what kind task has been raised) and have the sync rate rest/recalculated. These will start the whole training process again, the IP profile will follow very shortly afterwards.

Bt eng should know all this Zarjaz, or are most of them useless? like the ones I had.. when I finally got a decent eng, things where fixed quickly.

(Cough).

Hi Zarjaz,

In reply to a post by Zarjaz:

There is a good chance, that what ever is causing your low sync, means that the sync rate won't just rise back up on it's own. Once the engineer has rectified the cause of the original syn, they will need to ring the FTTC SMC or Boost SMC (depends what kind task has been raised) and have the sync rate rest/recalculated. These will start the whole training process again, the IP profile will follow very shortly afterwards.

Do you know if there is any way for an end user to check whether their sync rate has been reset/recalculated?

I have experienced a number of physical line faults over a few months.
The latest engineer replaced the drop wire & rerouted it around the house to the master socket.
A slight increase in sync speed was seen, & error counts reduced slightly.

I asked him if he would be requesting a reset now that a physical repair had been carried out.
However he said he wouldn't as my speeds were now "satisfactory".

I currently sync at 29804 K, with a BRAS rate/IP Profile of 28848 k.
Download speeds are now typically 27.9 Mb.

Before the "problems" (for a full month) I was able to actually download at 33 Mb on the original 8c profile.
The original installing engineer informed me that my sync speed was 35 Mb.

Following the switch to the 17a profile, other users who were syncing at around 35 Mb, now appear to be able to sync at 40Mb.

My ISP (Plusnet) has told me that it would be pointless for them to try to confirm whether or not my connection's sync rate has been reset, as BT would simply refuse to tell them.

Paul.

In reply to a post by Zarjaz:

(Cough).

I take it you are a BT/Openreach engineer?

Sorry, the anonymous poster was me. I forgot to login

Turn the modem off for 5 minutes just so everything knows it is a user action (turning the router off wont do owt cos its nothing to do with the connection) This might no nothing at all or it might cause the profile to start to climb, you have nothing to lose other than 5 minutes.

In reply to a post by Anonymous:

In reply to a post by Zarjaz:

(Cough).

I take it you are a BT/Openreach engineer?

Well there were two Lottery winners on Saturday, splitting 7.6M£, so maybe not by now .

Do you know if there is any way for an end user to check whether their sync rate has been reset/recalculated?

What gets reset is not the sync speed per-se but the default SNRM and presumably DLM state. The sync speed is then determined by the line conditions when the modems connect.

If you check the SNRM just after a re-sync it is normally 6dB - if higher then there are two reasons. If the sync speed is <40Mbps and SNRM > 6dB just after resync then DLM has increased the margin to improve stability. If sync speed is 40Mbps then a higher margin will reflect the headroom for higher sync were the 40Mbps cap not in place. This can also be seen in the modem reporting an "attainable" rate higher then 40Mbps.

Even if the engineer didn't order a reset on a line with default SNRM > 6dB the DLM will sort itself out over a few days/weeks assuming that the line is stable enough.

urning the router off wont do owt cos its nothing to do with the connection

That's almost but not totally correct.

Turning the router or home hub off and on again won't change the sync, that's true. However initiation of a PPP session forces an update of the current line parameters within the system (it's at this point that the ISP's are supposed to pick it up).

Just once with FTTC I have seen a stuck BRAS on my line - as it happens at too high a BRAS rate - which cleared on reinitialising the PPP link (i.e turning the router on+off). So there is a small chance that one could see an improved BRAS profile by turning the router on+off.

Just a quick update to say I just spoke with bt and noone will be turning up for today appointment. thats four out of five bookings in 3 weeks where nobody has turned up. Excellent!

Apparently someone will be turning up tomorrow instead, New years Eve! lol.

So now I have to hang around on new years eve. I'll be amazed if someone actually turns up.

In reply to a post by trogoy:

Just a quick update to say I just spoke with bt and noone will be turning up for today appointment. thats four out of five bookings in 3 weeks where nobody has turned up. Excellent!

Apparently someone will be turning up tomorrow instead, New years Eve! lol.

So now I have to hang around on new years eve. I'll be amazed if someone actually turns up.

Did you turn the modem off for 5 minutes yet?

In reply to a post by trogoy:

Just a quick update to say I just spoke with bt and noone will be turning up for today appointment. thats four out of five bookings in 3 weeks where nobody has turned up. Excellent!

Apparently someone will be turning up tomorrow instead, New years Eve! lol.

So now I have to hang around on new years eve. I'll be amazed if someone actually turns up.

What was their reason?

Saturday visits for business customers are quite normal.

In reply to a post by Anonymous:

In reply to a post by Zarjaz:

(Cough).

I take it you are a BT/Openreach engineer?

10/10

No, I was advised not to do this until an engineer visits

If it works, job done
If it doesn't, you've still got the engineer coming.

Looks like a win-win situation to me.

the reason was the same as the 3 previous times "the order didn't go through to them", despite me receiving a sms phone message saying the order was confirmed.

They had better come on Saturday as the office is closed and I have family visiting for the weekend from far away places. I'll be sitting in my lonely dark office just waiting for an engineer lol.

In reply to a post by BatBoy:

In reply to a post by trogoy:

Just a quick update to say I just spoke with bt and noone will be turning up for today appointment. thats four out of five bookings in 3 weeks where nobody has turned up. Excellent!

Apparently someone will be turning up tomorrow instead, New years Eve! lol.

So now I have to hang around on new years eve. I'll be amazed if someone actually turns up.

Did you turn the modem off for 5 minutes yet?

Do I turn the modem and the reuter off or just the modem?

Surely that's even more reason to turn off for 5 mins. If it works, cancel the engineer using their incompetence as a reason.

In reply to a post by trogoy:

Did you turn the modem off for 5 minutes yet?

Do I turn the modem and the reuter off or just the modem?

It only needs to be the modem.

In reply to a post by BatBoy:

In reply to a post by trogoy:

Did you turn the modem off for 5 minutes yet?

Do I turn the modem and the reuter off or just the modem?

It only needs to be the modem.

I just lost my internet connection then. All the lights on my router went out. You think that could mean someones working on it somewhere?

It seems to happen 2 or 3 times a day. I hear a click and the router turns its lights off.

Edited by deleted (Fri 30-Dec-11 13:00:44)

Could be... maybe the engineer really did turn up.

In reply to a post by BatBoy:

Could be... maybe the engineer really did turn up.

I'm going to check the end of my road, see if anyones at the cabinet. If not then I'm off on lunch. Speak soon folks!

In reply to a post by trogoy:

It seems to happen 2 or 3 times a day. I hear a click and the router turns its lights off.

Odd, doesn't happen to me.

In reply to a post by trogoy:

I just lost my internet connection then. All the lights on my router went out. You think that could mean someones working on it somewhere?

It seems to happen 2 or 3 times a day. I hear a click and the router turns its lights off.

Do you mean the power light goes off as well? What about the modem?

In reply to a post by BatBoy:

In reply to a post by trogoy:

It seems to happen 2 or 3 times a day. I hear a click and the router turns its lights off.

Odd, doesn't happen to me.

I would say this indicates a faulty router.

It sounds like the router keeps disconnecting/reconnecting and DLM is interpreting this as a noise problem, so it is adjusting your IP profile to try and stabilise your connection.

I think you need a new router, unless it's caused by power supply issues.

I'm pretty sure it's all lights on the router. I haven't noticed any lights go out on the modem

[IMG]http://www.pingtest.net/result/53467023.png[/IMG]

Just done a ping test. What does "unable to to test packet loss" mean?

In reply to a post by BatBoy:

In reply to a post by BatBoy:

In reply to a post by trogoy:

It seems to happen 2 or 3 times a day. I hear a click and the router turns its lights off.

Odd, doesn't happen to me.

I would say this indicates a faulty router.

It sounds like the router keeps disconnecting/reconnecting and DLM is interpreting this as a noise problem, so it is adjusting your IP profile to try and stabilise your connection.

I think you need a new router, unless it's caused by power supply issues.

Suely I couldn't have had a faulty modem and faulty router installed! He replaced the original modem on installation as it was faulty lol

Probably means your network doesn't respond to ping.

In reply to a post by trogoy:

Suely I couldn't have had a faulty modem and faulty router installed! He replaced the original modem on installation as it was faulty lol

All I can say is, mine doesn't click off. I have an uptime of hundreds of hours.

In reply to a post by trogoy:

Suely I couldn't have had a faulty modem and faulty router installed! He replaced the original modem on installation as it was faulty lol

You could try connecting your computer directly to the modem and see if you have no problem.

What you do about the username and password I don't know, but others have done this. IIRC they are default values, but it's a long time since I didn't do such through a router.

It means you don't have Java installed.

Java is required for packet loss testing.

What's java got to do with pings?

IIRC, the Home Hub doesn't respond to pings, and cannot be made to.

In reply to a post by Zadeks:

Java is required for packet loss testing.

I have java installed as our systems we work with are java based, but not the latest version of java as it never updates. I always get the same message and have never been able to resolve this issue so if anyone here knows a workaround on this please do let me know. Thanks.

The message says "bin\awt.dll: Old File not found. However, a file of the same name was found. No update done since file contents do not match."

Then a second message pops up saying. "error 1772: There is a problem with with windows installer package. A program run as part of the setup did not finish as expected. Contact your support personnel or package vendor."

Edited by deleted (Fri 30-Dec-11 15:03:20)

We are discussing pingtest.net

In reply to a post by trogoy:

In reply to a post by Zadeks:

Java is required for packet loss testing.

I have java installed as our systems we work with are java based, but not the latest version of java as it never updates. I always get the same message and have never been able to resolve this issue so if anyone here knows a workaround on this please do let me know. Thanks.

I think you have to have a device in the DMZ that responds to pings, that's certainly my experience with the Home Hub 3, but I'm not sure what your router is.

In reply to a post by BatBoy:

In reply to a post by trogoy:

In reply to a post by Zadeks:

Java is required for packet loss testing.

I have java installed as our systems we work with are java based, but not the latest version of java as it never updates. I always get the same message and have never been able to resolve this issue so if anyone here knows a workaround on this please do let me know. Thanks.

I think you have to have a device in the DMZ that responds to pings, that's certainly my experience with the Home Hub 3, but I'm not sure what your router is.

I got the bt infinity business broadband router.

Apparently an engineers not coming now and they will be increasing my ip profile in the next 24 hours.

The latest update in my saga:

Engineer isn't coming tomorrow now. They don't need to visit me and will be increasing my ip profile within the next 24 hours. Will give you an update in 24 hours time.

In reply to a post by trogoy:

The latest update in my saga:

Engineer isn't coming tomorrow now. They don't need to visit me and will be increasing my ip profile within the next 24 hours. Will give you an update in 24 hours time.

Good luck

I strongly suggest you get java updated, your not secure otherwise. I was hacked via out -of-date java not to long ago and they got my ftp passwords. First I knew about it was my sites had got malware installed on them.

Have you tried the offline installer? http://www.java.com/en/download/manual.jsp

Failing that completely remove java and try the offline installer again.

They don't need to visit me and will be increasing my ip profile within the next 24 hours. Will give you an update in 24 hours time.

Oh dear, sorry to hear that, without finding the cause of the low sync, resetting will just mask the issue on a temp basis.

Do you know if there is any way for an end user to check whether their sync rate has been reset/recalculated?

In short, no.

I would say this indicates a faulty router.

I'd agree with that.

It sounds like the router keeps disconnecting/reconnecting and DLM is interpreting this as a noise problem, so it is adjusting your IP profile to try and stabilise your connection.

I *believe* that DLM is looking at the modem, NOT the router, so this may not be the case.

What you do about the username and password I don't know

You use the user name and password sent you by BT Business broadband !

In reply to a post by Zarjaz:

I *believe* that DLM is looking at the modem, NOT the router, so this may not be the case.

I wondered if DLM would interpret the PPP session being reset as instability?

Possibly, I guess, but I suspect not.

Cheers Zarjaz,

In reply to a post by Zarjaz:

Do you know if there is any way for an end user to check whether their sync rate has been reset/recalculated?

In short, no.

Oh well, that was just one potential theory I had for not being currently able to sync at over 30 Mb, despite the Attainable rate at re-syncs being around 35 Mb.
It gets very close to 30 Mb (currently 29804 K), but not close enough (as Roy Walker might say on Catchphrase)

My other theory is that attenuation levels are currently too high to achieve over 30 Mb DS sync speeds (due to a potential high resistance issue - introduced when my 4 day loss of services were reinstated?).
For me to have ever achieved actual downloads at 33 Mb, my sync speed must (at one time) have been at least 35 Mb.

You probably haven't been recording such things, but do you have a rough idea of what sort of sync speeds to realistically expect at 22 dB DS attenuation, 6 dB SNRM (as read from a JDSU), over distances of say 850m and 1000m?


Paul.

Edited by deleted (Fri 30-Dec-11 19:25:30)

but not close enough (as Roy Walker might say on Catchphrase)

"It's good, but it's not right. " Surely ??

You probably haven't been recording such things, but do you have a rough idea of what sort of sync speeds to realistically expect at 22 dB DS attenuation, 6 dB SNRM (as read from a JDSU), over distances of say 850m and 1000m?

You are right, I tend only to write them down on faults. I fitted one last thing tonight, 19db attenuation and 14db snr 40/10. I used to be sad and measure D-sides when I installed, just to give myself a rough idea, this was a fair way from the cab, 600+m I'd say.

As I have said before, I have seen the full 40 at just under 1k, and also a scraped in 16m on 675m, the big difference is the conductor type and gauge.

Edited by Zarjaz (Fri 30-Dec-11 20:03:20)

In reply to a post by Zarjaz:

but not close enough (as Roy Walker might say on Catchphrase)

"It's good, but it's not right. " Surely ??

All right. I'll hold my hands up for that one

As I have said before, I have seen the full 40 at just over 1k, and also a scraped in 16m on 675m, the big difference is the conductor type and gauge.

I suppose I'll just have to live with the knowledge that someone else now has my stolen good copper, & I have ended up with ............

BTW, my CRC / RSUNCorr error count reached 2.9 Million just after I posted the previous message (over a 6 day connection time).
The modem re-synced itself.

At this time of night, the re-synced speed is now 1 Mb lower than it was earlier on

My ISP has stated that I have a good & stable connection & that I can more or less ignore error counts.
That seemed a strange statement, as it was my high error count that previously convinced them to supposedly arrange a Lift & Shift at the cab.

In reply to a post by Croftie:

I strongly suggest you get java updated, your not secure otherwise. I was hacked via out -of-date java not to long ago and they got my ftp passwords. First I knew about it was my sites had got malware installed on them.

Have you tried the offline installer? http://www.java.com/en/download/manual.jsp

Failing that completely remove java and try the offline installer again.

cheers for that, offline update worked.

In reply to a post by BatBoy:

In reply to a post by trogoy:

The latest update in my saga:

Engineer isn't coming tomorrow now. They don't need to visit me and will be increasing my ip profile within the next 24 hours. Will give you an update in 24 hours time.

Good luck

Still no reset

In reply to a post by trogoy:

Still no reset

Sorry, I can't remember if you turned off the modem for 5 minutes or not?

Ping Test and the TBB Broadband Quality Monitor normally work fine with a standard BT modem and Business hub.

Can you set up: http://www.thinkbroadband.com/ping

Recenlty we swapped out my router about 20 times in an hour! the modem stayed up all the time - no change to the IP profile and download speeds did not change!

No as it's testing packet loss to the PC, not the router.

yes done that but no success

So I'm right again ??

Do think I should consider some form of career based on this new found skill ??

In reply to a post by Zarjaz:

So I'm right again ??

Do think I should consider some form of career based on this new found skill ??

Only if you can sort my Infinity problem!


And have I ever doubted your skills?

Latest update: engineer came this morning. no faults anywhere but still can't get the correct speed I should getting. But he mentioned something about it saying "removing a loop" but he didn't know what this means?

Anyone got any ideas?

Did you get an opportunity to see what his tester was showing?

yes his test came back showing 40000kbps and everyting is syncing fine.

He just popped back briefly to say that he's reset my ip profile now and I should see the speed increase over the next couple days to over 30mb.

Just done a bt speedtest and ip profile is still 14262kbps or will this take a few hours to update to 40000kbps

Has the modem been changed?


I just wonder if there is a modem fault ...

I just done another test on speedtest.net as well and my ping has increased loads since the engineers been. It was always 25-35 but now it's 65- 69. Not happy!

Tested 3 times ping was 65-69. download Speed was 14m, 9m, 12m.

upload speed was 8m, 7m, 8m. That's never dropped below 8 until today. Before it has always been 8.9-9m.

nope, he didn't change anything or test any other devices. he seemed to be in a bit of a hurry tbh.

If he is syncing at 40M, and requested a profile reset then I would have expected it to be reflected on your modem within a few minutes.

As for the latency increase ... there is something odd about that.

Give it another hour - just in case the reset has been "delayed" and then call Tech Support again.


If you are using Speedtest.net, do you have an account set up with all of your tests recorded? If so, prepare an email with links to several results and when you speak to Tech Support send that through so they can see.


Or ... do you have the same issue as I do. I get a 40M sync but for the past 3 weeks speeds have been all over from 5 to 30 Mbps. Which router do you have?

edit: You are on Infinity Business so it will be a 2701 - which firmware?

Edited by MHC (Tue 03-Jan-12 12:52:15)

speeds are usually always around 13-14mb with the occasional lower speeds of 6-9mb.

I don't have an account with speedtest but have been doing the bt speedtester a few time a day. In the time the engineer went to his van and then came back in saying he'd reset the ip profile to 40000kb, i never lost internet connection as I was using it. Should I have lost internet connect if the ip profile was reset.?

re: ping. Before he left the first time (before he reset ip profile). He did reset my modem. Could this have effected ping?

"edit: You are on Infinity Business so it will be a 2701 - which firmware? "

How do i check what firmware it is?

Go to:

http://home/xslt?PAGE=C_0_0

All the detail is there.

In reply to a post by MHC:

Go to:

http://home/xslt?PAGE=C_0_0

All the detail is there.

firmware version 6.3.9.63-plus.tm

In reply to a post by trogoy:

In reply to a post by MHC:

Go to:

http://home/xslt?PAGE=C_0_0

All the detail is there.

firmware version 6.3.9.63-plus.tm

Update: Engineer reset ip profile yesterday. I done a bt speed check this morning and the profile is now set to 42000kbps and my speed is 16mb which is an improvement on the 14mb, although it's still not the 35+mb I should be getting (Am getting full 40mb at socket). Engineer did say the speed will increase over time so hopefully this is correct?.

hopefully this is correct

That doesn't sound right. I would expect an immediate speed increase.

Any chance you can do another BT speed test and copy/paste the result?

That doesn't sound right.

No - the highest profile is still 38717kbps isn't it - not 42000

Where did the 42000 figure come from?

Two things spring to mind here...

1. That IP profile sounds high for the current product portfolio, but isn't infeasible.
Can you run the test at The BT speedtester and tell us what the profile value is there.

Then run a test at Speedtest and give us the results.

Now you ought to be able to go faster, it becomes important to try to do these (and certainly the second one) wired, rather than wireless.

2. Your line has been reset, but that doesn't yet mean it is running fault-free. The DLM process will spend the next 2 days monitoring the line, before deciding whether it needs to intervene.

Your line might still be faulty - and suffering a lot of packet loss - but we just can't see it yet.

It is worthwhile trying to get the BQM "ping monitor" working (as explained in a previous post). That will show you whether you are getting any packet loss. If you do it now you will get to see the behaviour before DLM intervenes, and see if anything changes in 2 days (or 1 day now, I guess).

In reply to a post by mr_bean:

That doesn't sound right.

No - the highest profile is still 38717kbps isn't it - not 42000

Where did the 42000 figure come from?

ip profile is now 42xxxkbps. Can't remember the exact digits so I just wrote 42000 in my previous post.

I'll do another bt speed test. not sure how to take screen shots and insert it but I'll post the exact results. Will do it now.

40Mb at the socket? But a lot less else where ...

That suggests you have a wiring issue on your side.

Remove the lower half of the NTE5 - that will remove all of your internal wiring and phones. Then run some TBB or speedtest.net tests and post the results. For both Speedtest.net and TBB there is a facility to provide a link rather than cut and paste the details.

Then plug the telephony side back in and repeat - post the results.





http://speedtest.net/result/1674903192.png

http://speedtest.net/result/1674900109.png

You will need to host the screenshot on photobucket or similar and provide a link.

Here's the info from bt speedtester

"The Performance Tester is now testing Broadband connection. Your configured download throughput speed for this service is 42786 k

Please do not move away from this page and do not start any other download activity on your computer."


est1 comprises of two tests

1. Best Effort Test: -provides background information.

Download Speed
12628 Kbps

0 Kbps 42786 Kbps
Max Achievable Speed

> Download speedachieved during the test was - 12628 Kbps
For your connection, the acceptable range of speedsis 16000-42786 Kbps .
Additional Information:
IP Profile for your line is -42786 Kbps

2. Upstream Test: -provides background information.

Upload Speed
7920 Kbps

0 Kbps 10000 Kbps
Max Achievable Speed

>Upload speed achieved during the test was - 7920 Kbps
Additional Information:
Upstream Rate IP profile on your line is - 10000 Kbps

Just done a speedtest.net one and here's the result. What is strange is its very different result from bt tester

http://www.speedtest.net/result/1685802223.png

Ping Test Result is below and shows 0% packet loss.

http://www.pingtest.net/result/53769121.png

In reply to a post by MHC:

Then run some TBB or speedtest.net tests and post the results. For both Speedtest.net and TBB there is a facility to provide a link rather than cut and paste the details.

"TBB" ?

TBB speedtest ... http://www.thinkbroadband.com/speedtest.html?utm_sou...

In reply to a post by MHC:

TBB speedtest ... http://www.thinkbroadband.com/speedtest.html?utm_sou...

Brilliant, (the pasting I mean). That's what you have to do with a BT test, or a screenshot loaded up somewhere.

You are the first person reporting a IP Profile above 38717, which may interest you but hasn't solved the throughput problem !

In reply to a post by RobertoS:

Brilliant, (the pasting I mean). That's what you have to do with a BT test, or a screenshot loaded up somewhere.

You are the first person reporting a IP Profile above 38717, which may interest you but hasn't solved the throughput problem !

What's so brilliant about my ip profile being above 38717?

With a 40/10 service everything is normally capped at 40Mbps and most sync at 39999 which leads to a Profile or Configured speed of 38717 (old) or 38716.

You may be on an 80/20test exchange which is delivering data rates greater than 40 Mbps

when the engineer installed it, he did say it was geared up for 80mb but can't go live yet due to money spent on marketing campaigns the 40mb.

Nonsense.

It's not.

17a profile software is live in a majority of cabinets ... but the caps have not been lifted except where BT are trialling it at no extra cost to users.

I should clarify, I was replying to "can't go live yet due to money spent on marketing campaigns the 40mb".

Alright ...

But he mentioned something about it saying "removing a loop" but he didn't know what this means?

Yes, sometimes the Eclipse test returns a test result stating 'all OK, but ILS loop still in place, please remove and retest' or words to that effect. This is not a failing as such, just an oddity with the tester. The slightly worrying thing is that the engineer who visited hadn't seen it before, this would imply a lack of experience, and all that might entail.

You definitely saw 40000 sync on his tester ? What IP profile does the BT tester now show ??

In reply to a post by Zarjaz:

What IP profile does the BT tester now show ??

http://forums.thinkbroadband.com/fibre/t/4078823-bt-...

What operating system are you running? If it's windows xp you may need to tweak your TCP settings.

http://www.speedguide.net/downloads.php

In reply to a post by Zarjaz:

But he mentioned something about it saying "removing a loop" but he didn't know what this means?

Yes, sometimes the Eclipse test returns a test result stating 'all OK, but ILS loop still in place, please remove and retest' or words to that effect. This is not a failing as such, just an oddity with the tester. The slightly worrying thing is that the engineer who visited hadn't seen it before, this would imply a lack of experience, and all that might entail.

You definitely saw 40000 sync on his tester ? What IP profile does the BT tester now show ??

I defo saw 40000 on his tester. He showed me as did the first engineer who installed my setup.

BT tester shows ip profile of 42786 k. My speed has increased slightly but only to 16mb.

I now have a new problem to add to the mix. My internet gets disconnected every 30mins for about 3-4 mins.

In reply to a post by trogoy:

I now have a new problem to add to the mix. My internet gets disconnected every 30mins for about 3-4 mins.

Is that the same as this?

In reply to a post by trogoy:

It seems to happen 2 or 3 times a day. I hear a click and the router turns its lights off.

In reply to a post by BatBoy:

In reply to a post by trogoy:

I now have a new problem to add to the mix. My internet gets disconnected every 30mins for about 3-4 mins.

Is that the same as this?

In reply to a post by trogoy:

It seems to happen 2 or 3 times a day. I hear a click and the router turns its lights off.

no that actually stopped happening afer I posted about it. The first time it went today the dsl light on the modem turned off. This happened at 14:30. Now I have been losing my connection every 30 mins since 14:30 but don't think the dsl light is switching off anymore.

I'm hanging around until 11:30pm to see if my prediction is correct and I lose my connection again.

I just went to http://home/xslt?PAGE=C_0_0 and it says my router last reset 24 mins ago which is when I lost my connection.

Does this mean it is a problem with my router or could it still be my modem or another problem?

In reply to a post by trogoy:

My speed tests are being done wireless as that's how we operate.

Can you do a speedtest over an ethernet connection (network cable from a computer to the router), not wireless.

In reply to a post by cmn:

In reply to a post by trogoy:

My speed tests are being done wireless as that's how we operate.

Can you do a speedtest over an ethernet connection (network cable from a computer to the router), not wireless.

I've had no more disconns since 10.55 last night.

I'll do an ethernet test today and post my results. I'll do a wireless test just before it and then again after to compare results.

How do I post the speedtest.net results as images. I copy and paste their links into the forum but they just show as links, not images.

Edited by deleted (Thu 05-Jan-12 08:49:00)

wireless test result:
download 17mb
upload 8mb
ping 25
http://www.speedtest.net/result/1687600856.png

wired result:
download 16mb
upload 8mb
ping 25
http://www.speedtest.net/result/1687614682.png

wireless test no.2:
download 14mb
upload 8mb
ping 26
http://speedtest.net/result/1687617758.png

Please note: I will doing a wired test with the bottom half of the phone socket removed (think its called net5) as suggested by forum member MHC but probably won't be doing this until the weekend because of work.

Edited by deleted (Thu 05-Jan-12 09:30:12)

Do you have any other devices on your network you can run a test from? It just seems strange that the ip profile looks right now yet you are still limited on speed?

I've run tests from a pc and laptop and get same results. I do have a ps3 as well but this gets slower results of 10-11mb download, 3mb upload.

You will need to be quick to do it ...

When you run speedtest.net there is a small graph just below the instantaneous speed ... using <Alt><PrintScrn> can you capture that, use Paint or similar to remove the IP address (but not server) and host the image on Photobucket or similar.

Also if you use the TBB flash based speedtest http://www.thinkbroadband.com/speedtest/broadband.html there is a graph there too.

One of those graphs may give an extra insight into the potential issue.

Also,

You have posted the software version, can you get the Hardware version too: http://home/xslt?PAGE=C_0_0 it will be in the format 2701-100630-nnn

Can you create a Quality Monitor for your connection ... http://www.thinkbroadband.com/ping/monitors/create.html and after a few hours post a link to the "Share Live Graph"

In reply to a post by MHC:

You will need to be quick to do it ...

When you run speedtest.net there is a small graph just below the instantaneous speed ... using <Alt><PrintScrn> can you capture that, use Paint or similar to remove the IP address (but not server) and host the image on Photobucket or similar.

Also if you use the TBB flash based speedtest http://www.thinkbroadband.com/speedtest/broadband.html there is a graph there too.

One of those graphs may give an extra insight into the potential issue.

Also,

You have posted the software version, can you get the Hardware version too: http://home/xslt?PAGE=C_0_0 it will be in the format 2701-100630-nnn

Can you create a Quality Monitor for your connection ... http://www.thinkbroadband.com/ping/monitors/create.html and after a few hours post a link to the "Share Live Graph"

Hardware Version: 2701-100630-009

In reply to a post by MHC:

Can you create a Quality Monitor for your connection ... http://www.thinkbroadband.com/ping/monitors/create.html and after a few hours post a link to the "Share Live Graph"

I went to create this but there is a message which says "We have detected that your IP address is dynamic. We do not currently support monitoring of dynamic addresses."

Does this matter?

Unfortunately it does ... as when your IP is refreshed it does not pick up the old one.

There is a way to use it but it could if not dealt with properly end up in nuisance pings to someone else and TBB being marked as a pest! You set it up and when your IP changes delete the old IP after saving an image of the response times.

In reply to a post by trogoy:

Hardware Version: 2701-100630-009

Guessed as much!

In reply to a post by MHC:

In reply to a post by trogoy:

Hardware Version: 2701-100630-009

Guessed as much!

how come?

Hi everyone, sorry for not posting back on here for a while but I was asked by bt to wait a while in case the line needed to settle. I know this was waffle but waited anyway just so I could say to bt that i've waited.

Latest tests were 17mb wireless, 29mb ethernet.
website pages are still loading very slow 3-10 seconds.

I rang bt and just spent 1hour 10 mins on the phone. Conclussion is there's nothing wrong with my broadband and the slow webpages is to do with a fault on pc. I have 2 PCs and a laptop so there's apparently a fault with all 3 computers!

I inquired about the problems people have with the 2701 router and she said mine had already been upgraded so it won't be the router causing the problem. I'm on Firmware Version: 6.3.9.63-plus.tm

Basically after an hour she said they are not going to do anything about it and that my only option was to call 0800 800 152 to see if I can cancel my contract and go back to my old 3mb bband.

Can you post the latest BT speedtest results from the ethernet test.

If you are getting 29Mb your profile must have changed from your first post, it could be at the 31-33Mb mark now.

The wireless needs to have ALL devices on wireless N to get any faster as it will set all devices to the slowest profile. One G device will bring all speeds down to G.

If you are getting 29Mb download that is a reasonable speed. The slow webpages could be to do with the Anti-virus software and security settings and if you use the same on all PCs this would be the common problem.

I've checked my ainti-virus but I had these
installed before I switched to infinity and never had had problems with it on my previous 3mb bband.

IP profile is still 42786kbps.

How can I check what my wireless device is on laptop etc ?


PC is using TP-Link TL-WN620G 11G wireless adaptor (108mbps)

Laptop has Atheros AR5B93 Wireless Network Adaprtor (built in)
There are also 2 other devices below this in "Device manager>Newtwork Adaptors" and these are Ateros AR8132 PCI-E Fast Ethernet Controller (NDIS 6.20), and Microsift Virtual WiFi Miniport Adaptor. the miniport adaptor has an exclamation mark in a yellow triangle over the logo whatever that means.

Edited by deleted (Fri 13-Jan-12 15:02:17)

Your IP profile is the highest you are likely to get, Until the new up to 80Mb product is launched you will be restricted to 40Mb. This is why BT consider you do not have a problem.

Your wireless devices are restricting your wireless speed.

An 802.11g adaptor will give upto about 18-20Mb practical speed and 3 devices will restrict this off any individaul device, ( Each device will use some bandwidth when turned on even if the link to the internet is not being used at the time).

The PC needs to have a 802.11n adaptor provided.
I think (but not an expert) that the Laptop Atheros is 802.11n compatable.
The ethernet is the wired connection.
I do not know what the WiFi Mini port connection is, But I'm sure someone will tell us.(Google suggests it is setup when you connect to another computer wirelessly).
All devices need to be connected by 802.11n for the best speeds. So you could try each without the others switched on to see what speeds each gets in isolation. The slow ones need better cards!

You should be able to logon to your Hub and see all the devices from that end as well. To check that someone hasn't connected a DS, playstation etc and is using something even slower! (802.11b)

Distance and interference will also restrict wireless speeds, 802.11n is supposed to cope with this better as well.

The ethernet connection should load webpages quickly as it won't be affected by the wireless (as long as the others are not using the internet at the same time).

thanks kitkat. Is there a specific make and model of wireless adaptor you would suggest i buy?

I do have a PS3 connected wireless as well as 2 printers, but PS3 is not always turned on.

I had all these devices connected on my old 3mb bband but never had slow website pages.

Did you try Safe Mode with Networking with a wired connection?

http://www.computerhope.com/issues/chsafe.htm

This will completely rule out anti-virus, security software or any third party applications

Right I've got a bt "customer champion" (whatever that is) on the case now and he's asked me to buy this router to see if it solves the problem, and he'll credit me back the cost up to £80.

http://www.broadbandbuyer.co.uk/Shop/ShopDetail.asp?...

Is this a decent router or should I tell him I want a linksys e3000 instead ?

http://www.broadbandbuyer.co.uk/Shop/ShopDetail.asp?...

Any advice on wether the netgear would be suitable would be appreciated

thanks again everyone for all your helpful inputs

Edited by deleted (Wed 18-Jan-12 13:49:21)

Finally some good news for you all. My netgear router arrived today. Have now set it up, web pages are loading quickly as they should and have done a wireless speedtest on my laptop and the results are below

It appears after much hassle that the bt 2701 routers are indeed not up to the standard expected to meet bt infinity

[IMG]http://www.speedtest.net/result/1717316022.png[/IMG]

I also done a wireless test on bt speedtester and got 34mb down and 3.3 up.

Edited by deleted (Thu 19-Jan-12 16:50:11)

Happy days! Now to get your credit back.

The credit will be the sequel in my saga lol