Could a Mod take a look at this problem please - f...

Question

Hi,
We've had infinity for just over a month, had several problems (see other posts) but eventually last week the broadband connection settled down nicely to a downstream of 18.5 and a line snr of 7 or so which seemed to make it stable.  Over the last two or three days the connection has gone mad again - the router keeps disconnected every few hours (sometimes less than an hour) and the maximum data range has gone between 23 and 35 downstream and now this morning to 20 downstream.  The SNR keeps fluctuating between 6.2 and 5.5 and its getting beyond a joke.  Also please see the results from the BT checker below - the first one is the usual result and the second is this mornings result - what on earth is going on.  When the infinity cabinet first went in and we were connected there were problems and three engineers said the DSLAM card had got to be replaced - bt claim no knowledge of this so has the work been done or not?  I have the phone numbers of the engineers who came (I wouldn't ring them but at least I have some proof that I'm not an out and out liar like the help desk seemed to suggest!)

Answer 1

This may seem a strange question but how do I report it - last time I tried they sent a boost engineer, he knew nothing about the line card issue, wasn't interested in finding out and just said that the speed we had was what we could get (the speed wasn't an issue, its the frequent drops along with the fluctuating snr and the oddly changing max data rate none of which he was interested in answering.
I was threatened with charges last time so how do you suggest I word the problem - its difficult explaining a complex problem to people who are very pleasant but don't really understand what you are saying.
These are the router stats over the last 24 hours - you can see how the max data rate changes.  When the router is stable the snr is around 7 and the max data rate around 24 with the actual download of about 18 (which is fine - I'm not after super speeds just to keep that chugging along would be fine!)
1. Product name:
BT Home Hub
2. Serial number:
+068343+NQ43007883
3. Firmware version:
Software version 4.7.5.1.83.8.173.1.6 (Type A) Last updated Unknown
4. Board version:
BT Hub 5A
5. VDSL uptime:
0 days, 00:49:08
6. Data rate:
2383 / 18537
7. Maximum data rate:
2743 / 31705
8. Noise margin:
5.3 / 5.8
9. Line attenuation:
0.0 / 30.9
10. Signal attenuation:
0.0 / 25.4
1. Product name:
BT Home Hub
2. Serial number:
+068343+NQ43007883
3. Firmware version:
Software version 4.7.5.1.83.8.173.1.6 (Type A) Last updated Unknown
4. Board version:
BT Hub 5A
5. VDSL uptime:
0 days, 00:45:29
6. Data rate:
2383 / 18537
7. Maximum data rate:
2743 / 31813
8. Noise margin:
5.3 / 5.9
9. Line attenuation:
0.0 / 30.9
10. Signal attenuation:
0.0 / 25.4
11. Data sent/received:
4.3 GB / 84.1 MB
12. Broadband username:
[email protected]
1. Product name:
BT Home Hub
2. Serial number:
+068343+NQ43007883
3. Firmware version:
Software version 4.7.5.1.83.8.173.1.6 (Type A) Last updated Unknown
4. Board version:
BT Hub 5A
5. VDSL uptime:
0 days, 06:32:03
6. Data rate:
2383 / 18537
7. Maximum data rate:
2673 / 30689
8. Noise margin:
5.1 / 6.0
9. Line attenuation:
0.0 / 30.9
10. Signal attenuation:
0.0 / 25.4
Product name: BT Home Hub
2. Serial number: +068343+NQ43007883
3. Firmware version: Software version 4.7.5.1.83.8.173.1.6 (Type A) Last updated Unknown
4. Board version: BT Hub 5A
VDSL uptime: 0 days, 07:34:30
Data rate: 2383 / 18537
Maximum data rate: 2717 / 33725
Noise margin: 5.2 / 5.9
9. Line attenuation: 0.0 / 30.9
10. Signal attenuation: 0.0 / 25.4
Product name: BT Home Hub
2. Serial number: +068343+NQ43007883
3. Firmware version: Software version 4.7.5.1.83.8.173.1.6 (Type A) Last updated Unknown 4. Board version: BT Hub 5A
VDSL uptime: 0 days, 00:03:22
Data rate: 2349 / 16721
Maximum data rate: 2783 / 21126
Noise margin: 5.6 / 6.2
9. Line attenuation: 0.0 / 30.9
10. Signal attenuation: 0.0 / 25.4
. Product name:
BT Home Hub
2. Serial number:
+068343+NQ43007883
3. Firmware version:
Software version 4.7.5.1.83.8.173.1.6 (Type A) Last updated Unknown
4. Board version:
BT Hub 5A
VDSL uptime:
0 days, 00:23:14
Data rate:
2383 / 18537
Maximum data rate:
2735 / 31506
Noise margin:
3 / 5.7
9. Line attenuation:
0.0 / 30.9
10. Signal attenuation:
0.0 / 25.4
1. Product name:
BT Home Hub
2. Serial number:
+068343+NQ43007883
3. Firmware version:
Software version 4.7.5.1.83.8.173.1.6 (Type A) Last updated Unknown
4. Board version:
BT Hub 5A
VDSL uptime:
0 days, 00:17:01
Data rate:
2306 / 16583
Maximum data rate:
2756 / 20731
Noise margin:
6 / 6.1
9. Line attenuation:
0.0 / 31.0
10. Signal attenuation:
0.0 / 25.5