BT Infinity speed massively drops in th evening
is it normal for infinity speed to drop by over half in the evenings?
ive only been a BTI a few days, and my "daytime" speed on my mac wirelessly is about 34-36meg
yet in the eveningit drops to around 14 meg. i understand the "if the exchange is busy" nonsense but a 20MB drop?
thoughts?
JD.
FiXiT wrote:
Same here, had infinity installed on the 6th Oct , on the BT speed checker I was getting synced at just over 38 and 10 up, speed throughput was about 36\37 and up between 7\8. Yesterday the speed was about the same but after 5pm the download speed dropped to between 12 and 20, upload speed was still pretty good. The line is still synced at over 38 and 10 up so I would say the drop in speed is due to BT's traffic shaping and congestion in the evening?
Btw have you managed to see the usage meter yet on your account? because I havn't, still looking for answers.
Its there OK
Its log in to account at BTCOM
SCROLL down to MANAGE MY SERVICES
BROADBAND
VIEW YOUR BROADBAND USAGE
Some people seem to have problems if they have more than one account as it must be logged in to the correct one
But you probably knew all that
If any post helps tick the star box on the left
Just cause Im paranoid dont mean they are not out to get me
Similar Messages
-
Only today my speed has dropped from around my normal 40Mb down to 0.5-3Mb - been like this for last couple of hours. Tried switching channels, restarting hub etc. Is there just a general problem at the moment? I'm based in Milton Keynes.
markjoes wrote:
Only today my speed has dropped from around my normal 40Mb down to 0.5-3Mb - been like this for last couple of hours. Tried switching channels, restarting hub etc. Is there just a general problem at the moment? I'm based in Milton Keynes.
I'm also based in Milton Keynes and see no drop in speed, have you tried a wired connection for your speedtest? -
BT Infinity speed and drop out
Hi all Not sure why but my BT Infinity has gone from 36 meg download to around 20meg also I have noticed that an odd time mainly at night I can loose conection it does come on once reboot router and speed does go back to 20 meg came from 02 broadband only think i have done is not shown ssid on wireless any one any ideas what could be wrong
Just an update I have plugged in to router and now speed is showing 30 meg 10 meg increase but when broadband was fitted i was getting 36 meg wireless on the same pc
Thanks for any advice or helpu have not said what wireless mode u are using
is it g or n?
u did say to start with u got 36 on wireless so i presume u are on N have u any other devices that are g trying to connect?
54g operates at a maximum physical layer bit rate of 54 Mbit/s exclusive of forward error correction codes, or about 22 Mbit/s average throughput.
so if u are on g then looks like u are getting a good and approx right speed if N then u should get nearer the 36.
i cant rem if u have a mix of n and g then everything drops to the lowest 54g speed or not
ie
The downside is that if you have a mixed wireless client environment at home (Wii/Blackberry) - 802.11b/g, newer laptop with 802.11n) you will only ever get a max of 802.11g speeds
someone else can confirm this -
Speed - Massive drop over the last 4 days - Ongoin...
Hi,
Since the middle of the week my broadband connection speed has become unbearable! Here's a snapshot of a rescent speed test:
Normally my connection isn't the best, and averages at around 1.5-2.0mb however it's now like having dial-up again!
Line state
Connected
Connection time
0 days, 0:16:44
Downstream
1,312 Kbps
Upstream
448 Kbps
VPI/VCI
0/38
Type
PPPoA
Modulation
ITU-T G.992.1
Latency type
Interleaved
Noise margin (Down/Up)
21.9 dB / 11.0 dB
Line attenuation (Down/Up)
41.0 dB / 22.5 dB
Output power (Down/Up)
18.3 dBm / 12.5 dBm
Loss of Framing (Local)
65
Loss of Signal (Local)
33
Loss of Power (Local)
0
FEC Errors (Down/Up)
0 / 0
CRC Errors (Down/Up)
4 / 2147480000
HEC Errors (Down/Up)
nil / 0
Error Seconds (Local)
45
I've been onto the phone to the helpline, (which was a mission, seeing as I had already tried using the master socket, changing filters etc) yet trying to explain I had already done that was mission impossible!
First time I called, they said wait 4 hours, as they were doing somthing to the line then over the next 7-10 days my speed would go up/down similiar to what it does when your first join.
After about 8/9 hours I tried loading a webpage and the speed was actually slightly worse! I called again, as the first person made out that my internet would be useable again that night. Second person I spoke to said that it was a problem affecting my whole dialing code! Which is a lie, as my neighbours BT Broadband seems to be fine!
They have said that it could take 10 days to settle down, however it's still just as dire, will it actually improve or does somthing else need to be done by BT?
It would be great if BT could deliver a basic broadband service to ALL it's customers before rolling out ever better improvements!
Any help would be greatly appreciated!do you have phone extension sockets in your home? if so you should connect to test socket if possible as this will eliminate any noise problems caused by your internal wiring. you need to leave it connected 24/7 with no resets
with an attenuation of 41 and a good line you should get 5/6mb
http://www.kitz.co.uk/adsl/max_speed_calc.php
also check this post for some suggestions
http://community.bt.com/t5/BB-in-Home/Poor-Broadband-speed/m-p/14217#M8397
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’. -
Hi all,
I suffered a massive drop in Internet connection speed earlier this week which has so far not improved.
Although I have had ADSL since it's near earliest days and being close to my exchange I have never received a great performance but have become more or less satisfied with the 4\4.5mbps I receive from my Total Broadband Option3 package.
I did receive close to that speed prior to the 8mb upgrade a few years back and an upgrade to 20mbps doesn't promise me any better (availability checker for neighbours etc suggests that faster is available but who is to know?).
On Wednesday (9th February) my connection\synch speed dropped to about half it's usual speed and is now in the region of 240kb rather than the near 500kb I usually receive. I would like to comment that I know my line can achieve better than this as I got download speeds of nearer 600kb for a month or so around October last year.
I power-cycled the router and after the diagnostics had completed etc and the line synch process had completed the speed of the line had dropped again slightly.
Not to sound arrogant but I know all the usual troubleshooting having been through it all before on several occasions each time finding out the issue is with the exchange and so having had no means to affect the problem.
The situation is the same this time in that categorically nothing has changed inside my home nor with my equipment and so I am confident that the problem is external to me, especially considering the massive drop in speed.
I did get a response from a BT forum moderator from a post I placed on another site but the advise I got back was generic at best and didn't suggest anything besides mounting a BT iPlate. that advice was no good for two reasons which are that as nothing in my home has changed fitting an iPlate won't make a 2+mbps connection increase (back to what it was) and that I already have an 'ADSL v1.0' labelled master socket that already contains all the tech that the iPlate does. Having replied to their email stating that I already have the afore mentioned v1.0 master socket I haven't had any response.
So... to explain further...
here are some diagnostic stats for the past couple of days taken from my router (Draytek Vigor 2820n) - sorry the font is small bu tI wanted to keep the layout of the text when I completed the post;
> ADSL status @ 04:43 10/02/2010
--------------------------- ATU-R Info (hw: annex A, f/w: annex A) -----------
Running Mode : G.DMT State : SHOWTIME
DS Actual Rate : 2528000 bps US Actual Rate : 448000 bps
DS Attainable Rate : 2592000 bps US Attainable Rate : 1100000 bps
DS Path Mode : Interleave US Path Mode : Interleave
DS Interleave Depth : 32 US Interleave Depth : 8
NE Current Attenuation : 45 dB Cur SNR Margin : 15 dB
DS actual PSD : 18. 6 dB US actual PSD : 11. 9 dB
ADSL Firmware Version : 232201_A
-------------------------------- ATU-C Info ---------------------------------
Far Current Attenuation : 31 dB Far SNR Margin : 19 dB
CO ITU Version[0] : 0000414c CO ITU Version[1] : 00004342
DSLAM CHIPSET VENDOR : < ALA >
> adsl status @ 09:33 12/02/2010
--------------------------- ATU-R Info (hw: annex A, f/w: annex A) -----------
Running Mode : G.DMT State : SHOWTIME
DS Actual Rate : 2976000 bps US Actual Rate : 448000 bps
DS Attainable Rate : 3328000 bps US Attainable Rate : 1104000 bps
DS Path Mode : Interleave US Path Mode : Interleave
DS Interleave Depth : 32 US Interleave Depth : 8
NE Current Attenuation : 45 dB Cur SNR Margin : 16 dB
DS actual PSD : 19. 3 dB US actual PSD : 11. 9 dB
ADSL Firmware Version : 232201_A
-------------------------------- ATU-C Info ---------------------------------
Far Current Attenuation : 31 dB Far SNR Margin : 19 dB
CO ITU Version[0] : 0000414c CO ITU Version[1] : 00004342
DSLAM CHIPSET VENDOR : < ALA >
> adsl status @ 04:07 13/02/2010
--------------------------- ATU-R Info (hw: annex A, f/w: annex A) -----------
Running Mode : G.DMT State : SHOWTIME
DS Actual Rate : 2880000 bps US Actual Rate : 448000 bps
DS Attainable Rate : 2912000 bps US Attainable Rate : 1100000 bps
DS Path Mode : Interleave US Path Mode : Interleave
DS Interleave Depth : 32 US Interleave Depth : 8
NE Current Attenuation : 45 dB Cur SNR Margin : 15 dB
DS actual PSD : 18. 7 dB US actual PSD : 11. 9 dB
ADSL Firmware Version : 232201_A
-------------------------------- ATU-C Info ---------------------------------
Far Current Attenuation : 31 dB Far SNR Margin : 19 dB
CO ITU Version[0] : 0000414c CO ITU Version[1] : 00004342
DSLAM CHIPSET VENDOR : < ALA >
The BT Speed Tester web-site reports my line speed as 2mbps when it was previously 4.5mbps and so as to check actual download speed independently I ran a comparison speed test via SpeedTest.Net which reported much the same result (down\up speed relative to what you would expect for a 2mbps line - Link to SpeedTest.Net results: http://www.speedtest.net/result/711802566.png ).
As you can see from the diagnostic data, the SNR is high and so it does seem to suggest that there is fault on the line. prior to the fault, the SNR was around 6db rather than the 15\16db reported now.
I know it has little factual baring on this incident's potential problems but my last broadband speed issue was caused by water having gotten into the top of the telephone pole at the end of my street which was temporarily fixed by a BT engineer but I don't know whether that was ever permanently fixed?
During that occasion I did suffer very slight noise on my telephone line which I must say isn't the case this time but I thought I would request a line test once again in any case. That unfortunately hasn't helped as the online system tells me 'telephone number not found' and so I can't proceed with the test.
Can anyone offer any advice or is any BT person willing to take on the issue and see it to resolution for me please?
Even trying my own diagnostics trying to speed things along by obtaining a line test hasn't been possible.
I do appreciate that there is a support system in place but that has failed me on this occasion and so I have no faith in going throught the telephone support for BT Broadband when I know that nothing I can affect is at fault.
I can of course provide my account details, email address etc. to anyone BT techie that can assist and I am happy to run any further diagnostics that might me appropriate under the circumstances.
Thanks in advance for any advice and\or furtherance anyone can make towards resolving my issue.
Regards,
Dizzy
PS> if my speed increases beyond 4.5mbps I won't be upset!5 days into the problem and nothing much has improved. My line speed has now sync'ed into the realms of 2.5mbps so I am at least seeing circa 300kb download speeds (but that's still at least 50% less that I had).
At the end of this post are the latest batch of diag results for anyone who wants to check them over. The only details that seem to change are the 'Cur SNR Margin' and as a result he downstream actual\attainable rate(s).
It just simply seems that something has screwed-up the line and now I'm going throught the tedious increase period to get back to where I was. As increases always take longer that decreases it could be some time before things get back to normal (if they are on a slow increase that it!).
The Kitz Site has some good information related to BRAS profile increases\decreases and depending on how small the increases (if any) are coming my way it could take a very long time to get back to 4.5mbps or thereabouts.
At current rates if increases continue it could be at least 15 days (at 1/2 mbps per 5 days) making it some 20 days total to get back to where I was. All because of a fault that lasted a a fraction of a second.
It is worth mentioning that I did have a similar long period to wait for my line sync speed to increase as a result of the water having gotten into the top of the telephone pole some time ago, which I mentioned in an earlier post, but at that time the drop wasn't too big and so a few days saw the previous performance restored.
For the benefit of others that may read this post, I've explained in my email message to Stephanie that, I have checked with neighbours for any changes they may have made electrically, which they say they haven't, and confirmed that my modem is connected directly to the master socket, and that the master socket is an NTE5 socket so I don't need an iPlate.
I also mentioned that I have ferrite RF chokes on the extension lines and the router<->ADSL line (supplied with the router itself) to cut RF interference that may be picked up by the system.
On a related note, it was commented in another thread that RF chokes can cause problems with ADSL comms but that is not true (I've done a heap of research on the subject). That being said, they can actually have no effect at all if not installed correctly which is why the snap-on-cable type is best because you simply can't get it wrong.
Anyhow, here are the stats and I hope things continue to improve, even if it does take 20 days!
> adsl status @ 12:44 13/02/2010
--------------------------- ATU-R Info (hw: annex A, f/w: annex A) -----------
Running Mode : G.DMT State : SHOWTIME
DS Actual Rate : 2880000 bps US Actual Rate : 448000 bps
DS Attainable Rate : 2912000 bps US Attainable Rate : 1100000 bps
DS Path Mode : Interleave US Path Mode : Interleave
DS Interleave Depth : 32 US Interleave Depth : 8
NE Current Attenuation : 45 dB Cur SNR Margin : 16 dB
DS actual PSD : 18. 7 dB US actual PSD : 11. 9 dB
ADSL Firmware Version : 232201_A
-------------------------------- ATU-C Info ---------------------------------
Far Current Attenuation : 31 dB Far SNR Margin : 19 dB
CO ITU Version[0] : 0000414c CO ITU Version[1] : 00004342
DSLAM CHIPSET VENDOR : < ALA >
> adsl status @ 17:56 13/02/2010
--------------------------- ATU-R Info (hw: annex A, f/w: annex A) -----------
Running Mode : G.DMT State : SHOWTIME
DS Actual Rate : 2944000 bps US Actual Rate : 448000 bps
DS Attainable Rate : 2976000 bps US Attainable Rate : 1108000 bps
DS Path Mode : Interleave US Path Mode : Interleave
DS Interleave Depth : 32 US Interleave Depth : 8
NE Current Attenuation : 45 dB Cur SNR Margin : 15 dB
DS actual PSD : 18. 9 dB US actual PSD : 11. 9 dB
ADSL Firmware Version : 232201_A
-------------------------------- ATU-C Info ---------------------------------
Far Current Attenuation : 31 dB Far SNR Margin : 19 dB
CO ITU Version[0] : 0000414c CO ITU Version[1] : 00004342
DSLAM CHIPSET VENDOR : < ALA >
> adsl status @ 04:30 14/02/2010
--------------------------- ATU-R Info (hw: annex A, f/w: annex A) -----------
Running Mode : G.DMT State : SHOWTIME
DS Actual Rate : 2944000 bps US Actual Rate : 448000 bps
DS Attainable Rate : 2976000 bps US Attainable Rate : 1108000 bps
DS Path Mode : Interleave US Path Mode : Interleave
DS Interleave Depth : 32 US Interleave Depth : 8
NE Current Attenuation : 45 dB Cur SNR Margin : 12 dB
DS actual PSD : 18. 9 dB US actual PSD : 11. 9 dB
ADSL Firmware Version : 232201_A
-------------------------------- ATU-C Info ---------------------------------
Far Current Attenuation : 31 dB Far SNR Margin : 19 dB
CO ITU Version[0] : 0000414c CO ITU Version[1] : 00004342
DSLAM CHIPSET VENDOR : < ALA >
> adsl status @ 21:29 14/02/2010
--------------------------- ATU-R Info (hw: annex A, f/w: annex A) -----------
Running Mode : G.DMT State : SHOWTIME
DS Actual Rate : 2944000 bps US Actual Rate : 448000 bps
DS Attainable Rate : 2976000 bps US Attainable Rate : 1108000 bps
DS Path Mode : Interleave US Path Mode : Interleave
DS Interleave Depth : 32 US Interleave Depth : 8
NE Current Attenuation : 45 dB Cur SNR Margin : 14 dB
DS actual PSD : 18. 9 dB US actual PSD : 11. 9 dB
ADSL Firmware Version : 232201_A
-------------------------------- ATU-C Info ---------------------------------
Far Current Attenuation : 31 dB Far SNR Margin : 19 dB
CO ITU Version[0] : 0000414c CO ITU Version[1] : 00004342
DSLAM CHIPSET VENDOR : < ALA >
> adsl status @ 03:19 15/02/2010
--------------------------- ATU-R Info (hw: annex A, f/w: annex A) -----------
Running Mode : G.DMT State : SHOWTIME
DS Actual Rate : 2944000 bps US Actual Rate : 448000 bps
DS Attainable Rate : 2976000 bps US Attainable Rate : 1108000 bps
DS Path Mode : Interleave US Path Mode : Interleave
DS Interleave Depth : 32 US Interleave Depth : 8
NE Current Attenuation : 45 dB Cur SNR Margin : 12 dB
DS actual PSD : 18. 9 dB US actual PSD : 11. 9 dB
ADSL Firmware Version : 232201_A
-------------------------------- ATU-C Info ---------------------------------
Far Current Attenuation : 31 dB Far SNR Margin : 19 dB
CO ITU Version[0] : 0000414c CO ITU Version[1] : 00004342
DSLAM CHIPSET VENDOR : < ALA >
> adsl status @ 11:03 15/02/2010
--------------------------- ATU-R Info (hw: annex A, f/w: annex A) -----------
Running Mode : G.DMT State : SHOWTIME
DS Actual Rate : 3008000 bps US Actual Rate : 448000 bps
DS Attainable Rate : 3040000 bps US Attainable Rate : 1100000 bps
DS Path Mode : Interleave US Path Mode : Interleave
DS Interleave Depth : 32 US Interleave Depth : 8
NE Current Attenuation : 45 dB Cur SNR Margin : 15 dB
DS actual PSD : 19. 1 dB US actual PSD : 11. 9 dB
ADSL Firmware Version : 232201_A
-------------------------------- ATU-C Info ---------------------------------
Far Current Attenuation : 31 dB Far SNR Margin : 19 dB
CO ITU Version[0] : 0000414c CO ITU Version[1] : 00004342
DSLAM CHIPSET VENDOR : < ALA > -
Infinity speeds dropped over past month
We recently had Infinity installed around 2 months ago and it was perfectly fine for the first month. I was consistently getting download speeds of 70Mbps and was extremely satisfied with that. However, the speed has dropped down to 50Mbps which is very annoying as it is a huge speed loss for me. I have ran many speed tests to see if the speed changes but it would appear to be capped at 50Mbps. My IP Profile tells me that the max speed on my line is 54Mbps however I know for sure that has dropped as it was once at 70. Is there anything I can do to reset my IP profile? Are there any things I can do to try and assist in this or should I just get used to it?
Thanks.Just another update I have now asked BT to rest my IP profile. I am convinced there is something wrong with mine:
1: 2 weeks ago the speed started to get worse.
2: 1 week ago I reset the HH5 back to factory defaults.
3: Nothing has changed speed wise in the last week.
My current profile is: 63/18 (it was 80/20 for the first 2 months).
I can download up to 70Mb from Steam or Origin despite my IP profile being locked to 63 Mb right now. For the 1st 2 months I could download @ 95-100Mb.
I think the IP profile is locked as my line has always been stable.
If BT India are not prepared to reset my IP profile I take this to the CEO of BT next that seems to be the only way to sort this out! -
I have had Infinity option 2 for around 3 months and all has been fine until the past week.
I usually get 76MB down and 20MB up
the past week the speed has dropped to 70mb down and 19mb up for no apparant reason.
I am on the BT homehub 5 and its connected directly to the master socket.
I live aprox 150 meters from the street cabinet.
There has been a lot of "resolving host" and page load errors the past week or 2 as well.
1. Product name:
BT Home Hub
2. Serial number:
+xxxxxxxxxxxxxxxxxxxxxx
3. Firmware version:
Software version 4.7.5.1.83.8.173.1.6 (Type A) Last updated 25/07/14
4. Board version:
BT Hub 5A
5. VDSL uptime:
0 days, 15:37:00
6. Data rate:
19999 / 71651
7. Maximum data rate:
25938 / 71481
8. Noise margin:
15.2 / 6.3
9. Line attenuation:
0.0 / 14.7
10. Signal attenuation:
0.0 / 14.7
11. Data sent/received:
229.6 MB / 3.5 GB
12. Broadband username:
[email protected]
13. BT Wi-fi:
Yes
14. 2.4 GHz Wireless network/SSID:
BTInfinity2-AP2SD
15. 2.4 GHz Wireless connections:
Enabled (802.11 b/g/n (up to 150 Mb/s)) 20 MHz, WPS enabled
16. 2.4 GHz Wireless security:
WPA2
17. 2.4 GHz Wireless channel:
Automatic (Smart Wireless)
18. 2.4 GHz Wireless network/SSID:
BTWifi-with-FON
19. 2.4 GHz Wireless connections:
Enabled (802.11 b/g/n (up to 150 Mb/s)) 20 MHz, WPS disabled
20. 2.4 GHz Wireless security:
None
21. 2.4 GHz Wireless channel:
Automatic (Smart Wireless)
22. 2.4 GHz Wireless network/SSID:
23. 2.4 GHz Wireless connections:
Disabled
24. 2.4 GHz Wireless security:
None
25. 2.4 GHz Wireless channel:
Automatic (Smart Wireless)
26. 2.4 GHz Wireless network/SSID:
BTWifi-X
27. 2.4 GHz Wireless connections:
Enabled (802.11 b/g/n (up to 150 Mb/s)) 20 MHz, WPS disabled
28. 2.4 GHz Wireless security:
WPA and WPA2
29. 2.4 GHz Wireless channel:
Automatic (Smart Wireless)
30. 2.4 GHz Wireless network/SSID:
31. 2.4 GHz Wireless connections:
Disabled
32. 2.4 GHz Wireless security:
None
33. 2.4 GHz Wireless channel:
Automatic (Smart Wireless)
34. 5 GHz Wireless network/SSID:
BTInfinity2-AP2SD
35. 5 GHz Wireless connections:
Enabled (802.11 a/n/ac (up to 1300 Mb/s)) 80 MHz, WPS enabled
36. 5 GHz Wireless security:
WPA2
37. 5 GHz Wireless channel:
Automatic (Smart Wireless)
38. 5 GHz Wireless network/SSID:
BTWifi-with-FON
39. 5 GHz Wireless connections:
Enabled (802.11 a/n/ac (up to 1300 Mb/s)) 80 MHz, WPS disabled
40. 5 GHz Wireless security:
None
41. 5 GHz Wireless channel:
Automatic (Smart Wireless)
42. 5 GHz Wireless network/SSID:
43. 5 GHz Wireless connections:
Disabled
44. 5 GHz Wireless security:
None
45. 5 GHz Wireless channel:
Automatic (Smart Wireless)
46. 5 GHz Wireless network/SSID:
BTWifi-X
47. 5 GHz Wireless connections:
Enabled (802.11 a/n/ac (up to 1300 Mb/s)) 80 MHz, WPS disabled
48. 5 GHz Wireless security:
WPA and WPA2
49. 5 GHz Wireless channel:
Automatic (Smart Wireless)
50. 5 GHz Wireless network/SSID:
51. 5 GHz Wireless connections:
Disabled
52. 5 GHz Wireless security:
None
53. 5 GHz Wireless channel:
Automatic (Smart Wireless)
54. Firewall:
Default
55. MAC Address:
40:f2:01:18:1e:9c
56. Software variant:
57. Boot loader:
Solved!
Go to Solution.It could be this crosstalk, I have been the only one in the area to have Fibre, but 2 neighbors have just had it installed in the last 2 weeks.
Thankfully I was told by BT that I could attain between 70-76MB so if it drops again Ill back on to them I guess.
*(EDIT) Actually looking at my logs I have a screnshot of the speed estimate when I first signed up for the service to be 76-80MB and 20MB up.
Max attainable data rate has gone from 76xxx / 90xxx to - 25xxx / 71xxx
Ill be keeping a close eye on this for sure.
It may not seem like a large drop, but going from 76mb to 70mb results in a speed drop of around 12-15% my download speeds were 9MB/s they are now 8MB/s.
This also answers the lack of feedback from the forum reps and moderators I guess as a known problem they just keep sthum about it.
Kinda discusting really.
So afaik they are already in breach of their contract I signed up for? -
BT Infinity - Speed Decrease/Connection Drops
I've had BT Infinity 2 since June/July last year. After the storms and heavy rain throughout the winter I was getting freuqent drops from the connection, so BT replaced the exterior drop line and fixed it (must of been the water getting in the 30+ year old line). January came and i started getting the same problems, this time they replaced the router and sort of sorted out the problem. Last week i complained because the disconnections started happening and i noticed my speed was dropped from 40 down to under 30. Bt claim there is no problems with the line from their tests. Yesterday i got another replcement home hub and still the speed hasn't risen. The dsl checker says i can get just under 50 mbps down, but my line only could handle 40.
When i got it installed in June this is what my speeds were http://gyazo.com/ae933548d392adf91cd0e906074d0edf
This is what my router says - http://gyazo.com/b48adbb11b4f686515faaf6a0a54b4b1
I've got to the point now where i'm going to give up because they don't care about fixing it. I'm waiting for a call next week to check up on the line and we can go from there.
I'am using the Hub 5.Can you run this checker and post back a screen shot of the results
http://www.dslchecker.bt.com/adsl/adslchecker.welcome
and use this speed tester then carry out the further diagnostics and post back a screen shot of all the results including your IP profile for up and down. This test must be done with a wired connection.
http://speedtest.btwholesale.com/
as you have a Homehub 5 can you also post the stats from 1-12 by logging onto the homehub management pages then troubleshooting > helpdesk. http://bthomehub.home/
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’ -
Moved to infinity board http://community.bt.com/t5/BT-Infinity/Speed-Drop/td-p/885536
If you want to say thanks for a helpful answer,please click on the Ratings star on the left-hand side If the reply answers your question then please mark as ’Mark as Accepted Solution’Update, finally had a call from complaints team at 8pm last night and said they could do nothing but transfer me to the billing team if i wanted to downgrade to Infinity 1
I asked if i could have an Engineer and was told "No" as they would run the same tests and no problems were indicated on my line so i might be charged for the visit. Kept telling me my speed was within range and i was told this speed when i bought infinity 2
Realy frustrated by this as i'm sure my line is capable of more having been stable at 46-48Mbps for last 18 months, ended the call by saying i will leave it for another 10 days to see if DLM is currently restricting my speed
I guiess i'm frustrated at the poor customer service of BT and the constant referral to saying that i'm within range and I was told this when i ordered the service, which i know i wasn't. -
Well, Here we go again in Wymondham Norfolk, 75/18 solid for 6 months. Speed getting slower and slower, nobody cares.
Speed today dropped again to 57.74Mbps Upload 14.71Mbps. IP Profile for my line dropped again to 59.3Mbps. Thats a long way off 76 when I joined. Have no faith what so ever with DLM as it never takes your speed back up. NOBODY CARES.If you have a HH5, can you post your line stats from the HH5 please? These are in Troubleshooting/Helpdesk on the web interface at http://192.168.1.254
Lines 1-13 will be enough
If you found this post helpful, please click on the star on the left
If not, I'll try again -
Infinity Speeds & NetProtect Firewall
All,
two questions if I may, just got Infinity installed and seeing around 16.5 Mbps using BT Speedtest which also says "17788 Kbps" is Max achievable speed.
I am within my 10 day bedding period but the adsl checker site says my max should be around 23.8 Mbps.
Am I likely to see improvements beyond what I am seeing now.
Should I look at configuration of HH3?
As a secondary issue I installed BT NetProtect and found that when running speedtest the NetProtect firewall seemed to kick in and tests would slow right down. If I turn off firewall speeds are fairly constant around the levels shown above. real time scanning is still enabled within NetProtect but seems strange that firewall should interefere like this. Any ideas?
Sorry for posting two questions
Solved!
Go to Solution.Re the netprotect firewall - I have had the exact same issue.
Since the netprotect software updated itself a couple of days ago my download speeds were dropping lower and lower. Usually I get a very reasonable 30Mb d/l.
When I could get speedtest.net to load (and not time out) my d/l speeds would start at 30Mb for a moment, drop to 15Mb then immeditately drop to less than 1Mb before timing out completely.
I thought I had a virus or there was an issue with Infinity itself. I tried all manner of things, but doing a windows system restore fixed the issue - but it wasn't until my laptop rebooted and the netprotect re-updated itself that the issue returned.
Disabling the firewall (and using windows defender's own firewall instead) fixes the issue completely. Turning the netprotect firewall back on totally destroys any/all downloads on my system.
So - for anybody else having issues with a suddent loss in infinity download speeds, check your firewall...
update: after looking through the mcafee forums it seems I'm not the only one with issues re the personal firewall software. The "good" news is that you CAN leave the mcafee firewall on but you have to turn NetGuard off.
For some reason, NetGuard is blocking all downloads and streaming videos (yes, even youtube) after a few seconds.
fyi - if you go to "about" in your netprotectplus software, check the version number of the personal firewall - if it's version 12, build 12.0.345 then this is the one with the issue. -
Had a problem with my line a couple of times were my connection kept dropping. the guys in indie suposedly fixed it twice but now that it has been sorted my internet speed has dropped from 30-40 mbps download and 10-12 up to 10-12 download and 0.6 upload.. why should i pay for bt infinity when im only getting ADSL speeds?
Check to see if you may be suffering from star wiring.
~~~
A fairly common form of miswiring is star wiring. This is where extensions are taken off a junction box between the incoming telephone feed and the master socket. These extensions may be regular telephone extensions, or may be SkyBoxes or alarms. Those can cause serious issues. It can be quite bad even if the extension isn't used, much worse if the extension is used. If the extension is used, an old ADSL filter can make the issues marginally less bad.
Star wiring was not a problem with regular telephones (often installed in GPO days), or even a significant problem with ADSL. It wreaks havoc with VDSL/FTTC/Infinity. It is often not noticed by installers. I asked my installer about it because it seemed odd, and he explicitly said it didn't matter (eg, he coulnd't be bothered). There seem to be lots of evidence that subcontractors are more likely to miss/ignore it than real Openreach staff (I can't remember who got mine wrong).
This diagram may help. -
Slow infinity speeds from PM till Am
Hi im new to these forums but i am at my wits end with the slow speed on bt infinity option 2 i have been getting around 80mb for the last few months since i joined however at around PM every day my speed is dropping as low as 700kbs i am now back to the days where i cant stram without it buffering or if 2 people in my house are on at the same time it means 1 will have to come off the net WHAT IS HAPPENING? I am wired by Ethernet into my hub into my infinity box.This has just been happening in the last month or so bt are supposed to be looking into it but they don't seem very quick at it i am roughly 75 yards if that to the exchange that i am connected to......no virus no malware no spyware even when the laptop goes in on the Ethernet its the same result(on my desktop ) no fault on the line however my next door neighbour and my friend across the street have the same problem(all with bt infinity) yet my othe friend on the street who is with sky (not fibre) is getting faster speeds than me and my neighbours i am paying £55 per month for a service that isn't working should i be able to get my bill reduced or the service fixed?failing that woul bt release me from my contract as they are not honouring their obligation to supply me with fibre speeds? and my ping omg normally 20 now 200ms or 300ms this is unacceptable as i am typing this my last speed test on the bt wholesale site is 2.3 mb its not just me bt its loads of people in different areas the problem is at your end CHECK YOUR FORUMS!!!! rant over what are they doing about this? and when is it going to be sorted?
mine is 79mbs dwnld 17 mbs upload 18 ms ping
after 4pm its 2 mbs dwnld 17 mbs upload and 200 ms ping
its fine during the day from between 6 am and 4 pm then really slow speeds either there is a big problem in mine and everyone elses exchange thats having this problem or bt have too many customers using the service or they cant provide the service or there is a huge huge bottleneck somwhere and us the customers are suffering please help sot this and please be aware that this is not just a local problem by looking at the other posts re bt infinity op2 slow speeds -
Infinity speed slowed to 3mb, charged £100 for eng...
I signed up for BT Infinity in October 2012, predicted download speed was 36mb.
Extremely happy with the speed, confirmed at 36 megabits per second by speedtest.net and achieving in excess of 4 megabytes per second during downloads. I'd get the occasional disconnection then reconnection, taking about a minute or two, but generally 99% reliable & stable.
After several months I was aware the speed had dropped, from memory, I'd seen it at 20mb, then 15mb, then 10mb. By May 2013 I was as low as 4mb.
So in 8 months, I was only able to get 11% of the download speed predicted and achieved at initial installation.
My main PC had a new SSD hard drive installed in May, so previous speedtest results were lost but I have all since May 28th 2013. These can be seen here:
http://www.speedtest.net/results.php?sh=1034aaad444180356b1f475032640bb1&ria=0
So my infinity connection was working, it hadn't failed, but it was performing well below expectations.
I now know that BT caps the performance when there are errors on the line, and by June my infinity was capped at 3.5mb.
Having read a bit about IP profiles and performed the three tests at the BT wholesale speed test, the site advised I contact my service provider.
BT were contacted, tests were performed again, and an appointment for an engineer to visit was made.
Engineer came on the 24th of June 2013, his exact words were, "this hasn't been installed properly, and your connection shouldn't be working at all". He then carried out some work, moved the master socket from a cupboard to the same room with the modem & router, but didn't actually attach the master socket to a wall, disconnected an extension cable, which wasn't being used. Then I believe he had my line reset and voila, I now had 33mb download speed again.
I assumed no charge would be incurred as he had stated the problem was with the initial installation.
A further speedtest on 7th July (14 days later) showed my speed had dropped to 21mb. This was still an acceptable speed, fast enough for HD video on demand etc.
By the 13th July it was 18mb.
21st of July it was 16mb.
By the 1st of August it had recovered to 23mb. The first upward blip of an otherwise downward trend.
My next test on 18th August showed it had dropped to 10mb.
Then 7mb on the 22nd, and 6mb by the 25th of August.
At this point I looked up my account number from my online bill so I could register another complaint, this is when I saw I had been charged £100 for the engineers visit in June.
I called to query this, and was told there was nothing in the engineers report mentioning the problem with the initial installation and that the charge would stand, I pointed out that the work the engineer had carried out had not fixed the problem, I was then referred to Lucy who would review the decision.
Lucy pointed out there hasn't yet been a 2nd complaint logged with technical, I pointed out I was trying to resolve this charge first and I was wary of having another engineer visit if it was going to cost me £100 every time and that the engineer had either lied to me when he said the problem was with the installation or he'd lied in his report to cover for a work colleague by not mentioning it, in any event, the work he'd carried out had not fixed the problem. Lucy advised to call the review team again after I'd contacted technical but that I wouldn't be charged for an engineer visit if it was to fix the same problem more than once in a 6 month period. I then asked if that meant I could still be charged again if after 6 months the problem was still ongoing, so £200 per year extra on top of my bill, the answer was yes.
I contacted technical and the same engineer who carried out the initial installation visited on the 30th of August, he performed line tests, all were fine, he replaced the modem and stated he would include in his report that this was purely precautionary, he then told me he would have my line reset to full speed but that because he hadn't found any faults, whatever was causing the problem was likely to occur again.
My speed went from 5.9mb to 34mb on 30th August. Today 13th Sept it is still a fantastic 31mb.
I called the review team again about the charge, was told this was the final appeal to look at this and was told “because it was longer than 28 days between the faults being reported, they couldn't treat this as the same fault and that the £100 charge would stand”. I tried to point out that the issue wasn't a fault, my connection never failed, the issue was one of quality, the quality of the service had been 10% of expected performance and 15% of expected performance. No he said, nothing could be done, the charge was going to stand because I hadn't reported the fault within 28 days and this was my fault.
So an engineers visits, resets my line replaces the master socket but doesn't fix the underlying problem, a second engineer predicts he also hasn't fixed it, although 14 days later we still have 92% of our expected speed, was it the precautionary modem change or is my BT Infinity superfast broadband line speed still destined to drop to sub standard broadband levels?
Either way, there is/was a fault with the BT installation, hardware or network, yet I am charged £100 with a possible further charge of £100 for the 2nd engineer visit, yet to be confirmed, plus any number of future engineer visits with a further risk of £100 charges each time.
An engineer has lied to me or omitted in his report what he thought the fault was.
One person from the review team told me I wouldn't be charged more than once in a 6 month period for multiple engineer visits to correct the same fault, another member of the review team told me any subsequent fault not reported within 28 days would be treated as a different fault.
I am less than a year into a 24 month contract, for large parts of that contract I have not been given the service I'm paying for.
If anyone with a concern for customer care would like to look into this for me, a positive resolution will likely see me remain a loyal BT customer for years to come generating thousands in revenue.
If not, I'll transfer my internet service to another provider, break my contract with BT, reclaim partial payments already made through the direct debit guarantee scheme and happily spend thousands contesting monies owed in court.
I'm willing to risk thousands in court over a matter of a £100 charge. This is where BT customer care has left one of its customers.
Solved!
Go to Solution.Just recieved a letter dated 11th September 2013.
Detailing in writing what I've been told verbally why the charge is being upheld.
In response to my point that the first engineer visit did not fix the problem, I am told -
"I can find no further reported problems with the broadband service until approximately 2 months later, as such unfortunately we have no evidence of a continuous fault on this service and would have to conclude that the engineers report and the subsequent charge is correct".
My logged & saved speedtest.net results show I lose 40% of the performance within 13 days of the engineers visit, 33mb drops to 20mb.
My speed drops from 33mb to 20mb because the BT network caps my download speed (I am told this is because of line errors), is that correct? Isn't there a record of this capping? I have provided a link to my speedtest.net results here http://www.speedtest.net/results.php?sh=1034aaad444180356b1f475032640bb1&ria=0
If anything, shouldn't the capping of my broadband speed on a line that has just been supposedly repaired by a BT engineer be a cause for concern and have prompted someone at BT to contact me to notfiy me the fault is still ongoing.
Good thing I have proof of the continuous fault or someone might have to take my word for it.
Even with this evidence that I can provide, evidence which BT themselves must also have, do BT still get to claim this is not a continous fault?
That my speed recovers from a low of 48% to 70% of the performance, 36 days after the engineer visits, does that mean I miss out on the 28 days between faults being reported making it not a continous fault?
I am sitting on 18% of the performance by the time the 2nd engineer visits, 67 days after the 1st engineer, possibly costing another £100, still yet to be confirmed.
He performs various tests, but the only work he carries out is to replace the modem, a precautionary measure he tells me.
17 days after his visit, I am still getting almost 93% of the performance. If the speed is going to drop again, I hope it does so in the next 11 days, or this £100 recurring charge could get properly silly.
As this is the most consistent performance I've ever had on my line, I suspect the speed won't drop again, I suspect the modem was the problem all along, and if this had happened after the first engineer visit, this wouldn't be an issue, I would have happily paid the £100 for a BT engineer to change a piece of faulty BT hardware so that I can continue to be a satisfied BT customer.
Instead, I am still entirely unsatisfied, despite having a perfectly good working BT infinity service.
Why should I be charged when an engineers fails to diagnose the actual problem and carries out work that is chargeable yet fails to remedy the problem? Are engineers on commison for these charges, is this actual criminal fraudulent corruption that has occured or is just innocent incompetence? Either way, it's me that's footing the bill. -
BT Hub 5 speeds dramatically dropping by the day
Hi there,
I have a serious issue regarding my BT broadband service, I was sold BT infinity 1 with expected speeds of around 28-32mbps.
My Hub 5 was fitted on 6th December 2014 and all seemed fine at that time, when the engineer was here the speeds were around 37mbps (As if by magic!), but even after the engineer had left I was still getting speeds of around 30-32mbps which I was more than happy with.
Over the latter end of December I noticed that the speeds had dropped off to around 24-28mbps, but I just put this down to local traffic on the line due to the busy Christmas period.
Also in December I started to get periodically disconnected when using Xbox Live or Sky on demand services, again I know Xbox was suffering with hacking attacks and again it was a bust period so I just went with it.
Now on to January, I thought that the speeds would again pick up, but to my dismay this did not happen and speeds seemed to teeter around 22-25mbps, I was not to fussed with this as that is good enough for me to get by on, but the disconnections persisted too and often left me having to restart the Hub 5 to get back on again.
Then on Sunday 1st Jan, while I was using Sky on demand and Netflix I started to notice severe buffering issues, I decided to check my speeds again and was shocked to find them at 12mbps, this was just not fast enough to stream comfortably and this has now started to bother me as I often stream over the wireless network along with my kids watching youtube on the tablets.
I have been regularly checking my speeds using 'OOKLA' speedtest as I always do and I am beginning to get concerned over what I am seeing, speeds are still dropping by the day and I am currently only getting 9mbps, a far cry from what I have been getting previously and from what I have signed up for.
I have tried a few suggested tips, like changing the channel for wi-fi, splitting 2.4 and 5ghz for better connections with certain devices, resetting to factory defaults, restarting the hub, but nothing is working and I am worried that at this rate I will be down to 2-3mbps by the weekend and would have been better off with a cheap (non fibre) broadband.
I have had no new additions to the house regarding technology and nothing has changed structurally to have caused interference on these levels, I even turned off every single device in the house (Sky boxes included) apart from my phone today and then placed it next to the Hub 5 (1 foot away) still only attaining 9mbps, something is seriously amiss.
I have noticed a lot of talk about a new firmware that happened on 17/01/15, I have checked my hub was also updated on this date, could there be issues regarding the speed loss due to this firmware patch?
Also looking at the official BT speed check, my line shows no issues and no work is currently going on in my area that I am aware of.
I have heard that regularly restarting the hub may then result in it sending an error message back to BT to raise an issue and this itself can impair the performance, I have been advised to let it settle for 10 days without rebooting it.
I feel at the moment that I am paying for something that I cannot actually use reliably enough to make it worth while and if this persists and I cannot find a resolution I may have to seek advice for terminating my contract early on terms of being mis-sold a product.
I would greatly appreciate any help or suggestions that you guys can offer me and I will be especially interested to hear what the official BT representatives reasons or excuses for this are.RoyceRichards72 wrote:
If this is the issue, and that makes a lot of sense since there have been numerous disconnections since December, how do I get it uncapped again?
Do you know why there have been multiple disconnections?
Once the instability stops, DLM will automatically begin raising your speed.
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