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Hello there, I need some advice.
I have just had infinity 2 installed last week, and the speed I was getting was 50 down/12 up with a 12ms ping. This was with Home Hub 5. On my Asus N66U it was 20/2. At my last residence the N66u was faster than the home hub, not sure if my settings need adjusting.
There was also noise on the line, so I contacted BT and eventually got given a case handler at the customer resolutions. The Openreach engineer visited, the line disconnected and was not put back on. I am uncertain what happened.
Two days later a new engineer has been and put the line back on, but it is now slower, 47/10 30ms ping.
Could you give me some advice? I ran this line check, and it suggests I am on a "low impacted" line.
Many thanks for any assistance.
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This is the result of the line test:
http://i1175.photobucket.com/albums/r633/dizzibits/C...
The engineer said the line is okay, testing 51mbps outside my door. I need my profile reset.
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which version of hh5? a or b?
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Register (or login) on our website and you will not see this ad.
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Type B
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Type B ok, that rules out g.inp problems...
edit, it rules G.inp out if you are still using the hh5b, - else it could well be a complication.
Edited by ggremlin (Thu 30-Apr-15 17:27:26)
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The image you posted is NOT a line test. It is a look up into a database based on records and possibly some testing in the area. So to be sure it is not a real time test on your actual line.
If the noise fault has been fixed, then it is possible the DLM needs a reset, but if the low speeds were down to the fault the DLM should see this and recover over the next few weeks.
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The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
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The engineer said the DLM needs a reset, and as you say it should pick up on its own. I will monitor it and see.
Thank you for the information.
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The cab is ECI so G.INP is not an issue.
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What noise margin, data rate and maximum rate is your HH5 reporting?
What attenuation is it reporting also?
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I am not sure how to check those things, can you point me in the right direction?
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Yes, go to the Homehub web interface on http://192.168.1.254
Then select the Troubleshooting tab
Then select the Helpdesk tab
You may have to enter the Admin password from the white label
You should see all the details numbered 1-24 ish.
Edited by deleted (Thu 30-Apr-15 23:22:01)
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What noise margin, data rate and maximum rate is your HH5 reporting?
What attenuation is it reporting also?
6. Data Rate: 9937 / 51162
7. Maximum Data Rate: 9942 / 60115
8. Noise Margin: 6.2 / 6.1
9. Line Attenuation: 0.0 / 18.3
Here are the numbers, so by that I see 60mbps is the best I will ever get?
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As it stands, yes. However your upstream is a bit low so there could be room for improvement. Your line could have faults that need fixing.
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Thank you Batboy, I appreciate your response.
Do you suggest I report this to BT?
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Yes as it's outside the FTTC A range. The engineer says it's 51 outside your door, which is still below estimate. Tell them that they should get it in the A range, preferably at the top. The upstream is way off so there's obviously a fault to be fixed. At the very least the engineer should reset your DLM as he claims to have fixed a fault - which is a pre-condition of getting a DLM reset.
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I have left a message with the resolution team with this information.
To be clear, the engineer did not say he fixed a fault, but he did get the line back on. Another engineer was called out two days ago who was supposed to fix the fault, and left me with no working phone line or broadband.
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The customer resolutions team have phoned again, they are going to raise the issue with BT Wholesale, as the engineer closed the case as resolved.
At the point of sale, I was told the expected speed is 77mbps down and 20 up. They will be phoning me again tomorrow.
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The resolutions team have suggested that it may not be possible to repair the fault, and are willing to let me out of my contract or go down to infinity 1.
A shame as what I really want is infinity 2 speeds!
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You mentioned in your first post, that there was noise on your line.
Has that been sorted/cleared?
And have you actually tested that it has been cleared, ie carried out the Quiet Line Test (dial 17070 etc)?
Do you have any idea of your PHONE LINE distance from your PCP (green distribution box)?
In lieu of that Phone Line Distance and all its potential twists and turns, the likely distance by road; or even the straight-line ("crow flies") distance?
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I believe I am between 400 - 500m away from the cabinet.
An engineer came today and spent 7 hours working on the line. He said he cleared a lot of faults. The upload is up to 12500mbps, and the maximum down is 52000mbps~. The ping is now 9ms and the line is fairly quiet on the quiet line test, very slight fuzzy noise but only slight.
I cannot really complain after all the effort they have put in. If they offer me infinity 1 then I will accept it.
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Can you supply this data again for a before/after comparison please?
What noise margin, data rate and maximum rate is your HH5 reporting?
What attenuation is it reporting also?
6. Data Rate: 9937 / 51162
7. Maximum Data Rate: 9942 / 60115
8. Noise Margin: 6.2 / 6.1
9. Line Attenuation: 0.0 / 18.3
Here are the numbers, so by that I see 60mbps is the best I will ever get?
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6. Data Rate: 12385 / 51972
7. Maximum Data Rate: 12519 / 52291
8. Noise Margin: 6.2 / 6.3
9. Line Attenuation: 0.0 / 18.3
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