Infinity 2 downstream keeps dropping back to 37Mb ...

We got Infinity 2 installed last Friday and were quoted 10Mb upstream, 50Mb upstream.  After installation, we got 46.1Mb download and 7.31Mb upload speeds using the standard speedtest, a little lower than the sync rates.  The engineer that installed it for us said those values would be the minimum, and it should improve.  What seems to be happening is overnight, the downstream re-syncs as 37Mb (looking at the Hub5's advanced settings).  This conveniently seems to match infinity 1's limit.
Does this sound like my line keeps resetting to inifinity 1?  How do I go about getting the upload improved - I was quoted 10Mb after all.
BTW performance test after a box reset (and re-sync at 47.5Mb downstream)
1. Best Effort Test:  -provides background information.
Download Speed
46.02 Mbps
0 Mbps
47.25 Mbps
Max Achievable Speed
 Download speedachieved during the test was - 46.02 Mbps
 For your connection, the acceptable range of speedsis 16 Mbps-47.25 Mbps .
 Additional Information:
 IP Profile for your line is - 47.25 Mbps
2. Upstream Test:  -provides background information.
Upload Speed
6.63 Mbps
0 Mbps
20 Mbps
Max Achievable Speed
Upload speed achieved during the test was - 6.63Mbps
 Additional Information:
 Upstream Rate IP profile on your line is - 20 Mbps
We were unable to identify any performance problem with your service at this time.
It is possible that any problem you are currently, or had previously experienced may have been caused by traffic congestion on the Internet or by the server you were accessing responding slowly.
If you continue to encounter a problem with a specific server, please contact the administrator of that server in the first instance.
BT Home Hub 5 (Type A) | Software version 4.7.5.1.83.8.173.1.4 
Thanks for any help,
Chris.

Suspiciously, the first sign of a reconnect is accompanied by the following log entries e.g.:
05:29:02, 13 Dec.
(68682.910000) CWMP: session completed successfully
05:29:01, 13 Dec.
(68682.670000) CWMP: HTTP authentication success from https://pbthdm.bt.mo
05:28:56, 13 Dec.
(68677.670000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
05:28:56, 13 Dec.
(68677.660000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
05:28:52, 13 Dec.
(68673.400000) WAN operating mode is VDSL
05:28:52, 13 Dec.
(68673.400000) Last WAN operating mode was VDSL
05:28:51, 13 Dec.
(68672.390000) PPP IPCP Receive Configuration ACK
05:28:51, 13 Dec.
(68672.370000) PPP IPCP Send Configuration Request
05:28:51, 13 Dec.
(68672.370000) PPP IPCP Receive Configuration NAK
05:28:51, 13 Dec.
(68672.350000) PPP IPCP Send Configuration ACK
05:28:51, 13 Dec.
(68672.350000) PPP IPCP Receive Configuration Request
05:28:51, 13 Dec.
(68672.350000) PPP IPCP Send Configuration Request
05:28:51, 13 Dec.
(68672.350000) CHAP authentication successful
05:28:51, 13 Dec.
(68672.280000) CHAP Receive Challenge
05:28:51, 13 Dec.
(68672.280000) Starting CHAP authentication with peer
05:28:51, 13 Dec.
(68672.280000) PPP LCP Receive Configuration ACK
05:28:51, 13 Dec.
(68672.260000) PPP LCP Send Configuration Request
05:28:51, 13 Dec.
(68672.260000) PPP LCP Receive Configuration Reject
05:28:51, 13 Dec.
(68672.260000) PPP LCP Send Configuration ACK
05:28:51, 13 Dec.
(68672.260000) PPP LCP Receive Configuration Request
05:28:51, 13 Dec.
(68672.250000) PPP LCP Send Configuration Request
05:27:56, 13 Dec.
(68616.950000) CWMP: session closed due to error: Could not resolve host
05:27:56, 13 Dec.
(68616.930000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
05:27:56, 13 Dec.
(68616.920000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
05:27:25, 13 Dec.
(68586.730000) CWMP: session closed due to error: Could not resolve host
05:27:25, 13 Dec.
(68586.710000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
05:27:25, 13 Dec.
(68586.700000) CWMP: Session start now. Event code(s): '4 VALUE CHANGE'
05:27:25, 13 Dec.
(68586.510000) CWMP: Initializing transaction for event code 4 VALUE CHANGE
05:27:20, 13 Dec.
(68581.170000) PPP LCP Send Termination Request [User request]

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      PPP IPCP Send Configuration Request
      17:56:30,04 Jun.
      PPP IPCP Receive Configuration Reject
      17:56:30,04 Jun.
      PPP IPCP Send Configuration ACK
      17:56:30,04 Jun.
      PPP IPCP Receive Configuration Request
      17:56:30,04 Jun.
      PPP IPCP Send Configuration Request
      17:56:30,04 Jun.
      PPP CHAP receive success: authentication ok
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      PPP CHAP Receive Challenge
      17:56:30,04 Jun.
      PPP LCP Receive Configuration ACK
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      17:56:30,04 Jun.
      PPP LCP Receive Configuration Reject
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      PPP LCP Send Configuration ACK
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      PPP LCP Receive Configuration Request
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      PPP LCP Send Configuration Request
      17:54:45,04 Jun.
      PPP LCP Send Termination Request
      17:54:43,04 Jun.
      OpenWiFi tunnel down
      17:54:42,04 Jun.
      WAN connection WAN4_TR069_INTERNET_R_ETH1 disconnected.[ERROR_ISP_TIME_OUT]
      17:54:42,04 Jun.
      PPP LCP Send Termination Request
      17:14:11,04 Jun.
      CWMP:session completed successfully
      17:14:10,04 Jun.
      CWMP:session start now, server:https://pbthdm.bt.mo, Event code:, 4 VALUE CHANGE

    Thanks. I've now had 2 engineer visits so far and although they temporarily fixed the problem it has now happened again and is really starting to drive my hubby & I crazy!
    The first time the engineer came out he checked the socket wiring in the house, found no problems, got a cherrypicker in to check the line at the pole (unsafe to climb apparently) and that improved the speed. He then checked at the modem and found that the cable the engineer (contracter?) who fitted it hadn't fitted the connector properly, some known issue with a fitting tool or something - so he sorted that out and woohoo, back up to full speed - 75mb+
    That was fine for a couple of weeks.
    Last Monday morning the connection dropped out. Then repeatedly dropped out every few minutes all afternoon, making it almost impossible to work. The speed had also dropped to 35mb according to various online checkers, including BT's speed test, which registered our speed as poor. I gave it until Tuesday just to see if it resolved itself/was a temp problem. No joy, still slow as you like - though no more drop outs. Contacted BT and an engineer came out the next afternoon.
    Lovely chap, did all the same checks as before, no faults found, nothing wrong with the wiring. He even tried tugging on the phoneline to the house while checking the line, made no difference, so didn't seem to be anything wrong with the line to the house. All equipment indicated capable of full speed 80mb. All the engineer could say was that there was nothing wrong with the line, but clearly there had been something which caused the line to drop out and the cabinet then dropped our speed to stablise us. He requested a speed reset and all was well (ish) thereafter at about 60-65mb. Not quite as fast as the previous chap got it, but a darn sight better than 35mb.
    The next morning another engineer turned up, unaware we'd had a visit the previous afternoon. I told him all about what the engineer had said the previous day and what had happened and he went away. Note I did tell him that he was welcome to come in and have another look, but there was nothing currently wrong for him to look at.
    Last night (Sunday) the line dropped out a couple of times - again, no apparent reason. And once again we find our speeds capped at around 35mb. Doing the BT speed tests throws up odd results, telling us we have 0mb to the house and 38mb inside. Odd! I've been on to BT all morning, they tried to pass me onto a paid tech support line which I refused as both engineers have confirmed this isn't going to be something software/settings related - it happens regardless of which computer/laptop/device we are using wired or wireless, the line can even go down when we're not using it.
    So, it's been logged on the last fault which is still open and being investigated. I have asked if they can please re-set the line speed for us but have been told this would only be a temporary fix. What else can I do? Something out there is making the line drop out and then we get speed capped. BT can't find a fault.
    None the wiser as to why the connection sometimes drops out, but this is clearly the cause of the speed drops as the cabinet tries to stabilise things. We're only a stone's throw from the cabinet and both engineers say we should have full speed.
    Could the modem be faulty and causing the drop outs? I don't know. I really don't know what else to do at this point. I guess we're going to end up with another engineer visit, but suspect all he can do is tell us the same thing and get the line reset.
    Is there any chance our ancient BT wireless phone could be causing the problem? - we do get a bit of crackle on it, although the line itself is apparently clear of noise when tested. It's not connected to the same socket as the router, but to an extension downstairs (which was originally the master socket, but the engineer who fitted infinity swapped the sockets for us as we needed the fibre upstairs).
    Anyone got any other thoughts as to what it could be? Has anyone else had this problem and resolved it?

  • Broadband keeps dropping out

    Hi There, i have the home hub 2 and for the last 2 months the broadband keeps dropping out for 5 mins then goes back on and then off and so forth, i have checked socket , changed filters but still happens ,here is a copy of the adsl settings in my homehub,anyone know if this signals a problem outside of my house as I dont want charged if its my problem..
    Connection information
    Line state
    Connected
    Connection time
    0 days, 1:30:38
    Downstream
    11,841 Kbps
    Upstream
    819 Kbps
    ADSL settings
    VPI/VCI
    0/38
    Type
    PPPoA
    Modulation
    ITU-T G.992.5
    Latency type
    Interleaved
    Noise margin (Down/Up)
    3.1 dB / 8.4 dB
    Line attenuation (Down/Up)
    35.0 dB / 18.4 dB
    Output power (Down/Up)
    0.0 dBm / 12.9 dBm
    Loss of Framing (Local)
    57
    Loss of Signal (Local)
    5
    Loss of Power (Local)
    0
    FEC Errors (Down/Up)
    1618560 / 4294967220
    CRC Errors (Down/Up)
    563 / N/A
    HEC Errors (Down/Up)
    N/A / 0
    Error Seconds (Local)
    439

    Hi Welcome to the forums
    Here is a basic guide to getting help from the community members done by CL Keith Please read through the link posted http://forumhelp.dyndns.info/speed/first_steps.html
    once you have posted the information asked for then the community members can help you more
    Thank You
    This is a customer to customer self help forum the only BT presence here are the forum moderators
    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’

  • Connection keeps dropping and speed is getting slo...

    Hi,
    I have had infinity over a week now and after having a speed of 50M and a ping of 17 each day it has dropped and is now iro 34M and ping of 37.  What is of more concern is my connection is keeps dropping.  Has happened every day - DSL light going off on Infinity box and homehub.  I did a speed check on BT wholesale and it seems my ip profile has been dropped down to 36M.
    I am connecting wireless and have tried a different channels, tried using DNS even tried a new HH3 as I had a spare.  But as yet no improvement.  Anyone any ideas?
    Thanks in advance.

    You could have a fault, to check do the following.
    1. Visit this link https://www.bt.com/consumerFaultTracking/secure/faults/tracking.do;jsessionid=2W59QB2TvDGLZST41KJS2T...
    2. Make an account with your BT Account number, this is different to your forum account.
    3. Once the account is created re-visit the link from instruction #1 and login
    4. Now you want to click on "Check my line now"
    5. You should see your telephone number in a box, make sure that box is ticked if not enter your number.
    6. Click on "Check my line" once step 5 has been completed
    7. Make sure the details are correct, select the most relavant problem to you. I find the most common is the top selection "I've removed all equipment...."
    8. Finally, Click "Check my line" **MAKE SURE NO ONE IS USING THE PHONE** Once completed, post the results contact a mod if a fault is found.
    If this helped you please click the Star beside my name.
    If this answered your question please click "Mark as Accepted Solution" below.

  • Internet connection keeps dropping at night

    I'm having a bit of a weird problem with my internet connection. I connect via an ethernet cable and the connection keeps dropping. It generally starts after 7pm and seems to be every 40 minutes. I have changed the microfilters and ethernet cable but I'm still getting this problem. The really weird thing is that all four lights on the hub are blue but the computer cannot connect to the router. Sometimes the connection will just drop other times it will say limited connection. I've finally had to resort to windows diagnostics and sometimes even that doesn't work. I swapped my black hub with the old white one and  I didn't have this problem of the connection dropping but my connection speed dropped to 1.5 - 2mb.
    I was thinking maybe there was something wrong with my ethernet card but now I think it must be something in the black hub because the white one worked. Am I correct in thinking I need a new router?
    ADSL line status
    Connection information
    Line state
    Connected
    Connection time
    0 days, 0:12:42
    Downstream
    10,407 Kbps
    Upstream
    1,232 Kbps
    ADSL settings
    VPI/VCI
    0/38
    Type
    PPPoA
    Modulation
    ITU-T G.992.5
    Latency type
    Interleaved
    Noise margin (Down/Up)
    6.4 dB / 6.3 dB
    Line attenuation (Down/Up)
    35.0 dB / 18.7 dB
    Output power (Down/Up)
    0.0 dBm / 12.9 dBm
    Loss of Framing (Local)
    0
    Loss of Signal (Local)
    0
    Loss of Power (Local)
    0
    FEC Errors (Down/Up)
    977 / 4294967264
    CRC Errors (Down/Up)
    0 / N/A
    HEC Errors (Down/Up)
    N/A / 0
    Error Seconds (Local)
    0
    BT speedtester
     Download speed achieved during the test was - 8442 Kbps
     For your connection, the acceptable range of speeds is 4000-21000 Kbps.
     IP Profile for your line is - 9181 Kbps

    Hi lostof,
    If you can fill out the contact us form in the "about me" section of my profile we can have a look for you.
    Cheers,
    Chris
    BT Moderator Team.
    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’.

  • I have no bar which shows the words import. How can I get my favorites moved over or do i have to just keep going back to explorer to get them. I did the auto set up to move them but cant find them on any tool bar

    i downloaded firefox and said to import my favorites and stuff from my qwest homepage and can't find them . I have no tool box on any of my pages that I can drop down that says import. not on my old homepage or the firefox page. Help, i dont want to have to keep going back and forth

    You can usually find the imported IE Favorites in a folder ("From Internet Explorer") at the bottom of the Bookmarks Menu folder (Bookmarks > Organize Bookmarks).
    If you can't find them in the "From Internet Explorer" folder then try this:
    * Export the favorites in IE to an HTML file (bookmarks.html): File > Import and Export
    * Import the HTML file in Firefox: Bookmarks > Organize Bookmarks > Import & Backup > Import HTML: From File
    See also:
    * http://kb.mozillazine.org/Import_bookmarks ("Import from another browser" and "Import from file")

  • Phone line and BB connection keeps dropping - BT H...

    My broadband and phone connection keeps dropping.  Its been fine for years and now since all this bad weather we have been having the connection lasts temporarily for a few minutes sometimes more and then all the blue lights start flashing orange, sometimes for a while, and then back to blue.  Could it be that there is a wider problem in the area I am living in my area.  I have tried to report this to BT via the Indian call centre but the best they can offer me is an engineer visit on 20 January (!!) and I may have to pay £130 if the fault is found on my property so I would like to know first if there is a wider probelm affecting others in my area.  Many thanks. 
    Solved!
    Go to Solution.

    Have you checked here https://www.bt.com/consumerFaultTracking/public/faults/tracking.do?pageId=31
    Are you connected to the test socket to eliminate any problems caused by internal wiring
    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’.

  • Since I have downloaded IOS5 on my IPAD and synced to my IMac, Safari keeps dropping off before downloading the website, is slow, also an icon which accessed open safari windows is no longer available.  Apps trouble too.  Help?

    Since I have downloaded IOS5 on my IPAD2 and synced to my IMac, Safari keeps dropping off before site is downloaded and is slow.  There was an icon that showed how many windows were open on Safari and when pressed displayed them, that has disappeared and apps do not always download.  Sometimes by making several/many attempts, it eventually downloads the website or app, but this is not right.  When trying to dowload any lonks from an email, they simply do not open, it keeps going back to the home screen.  Does anybody have any suggestions?  I only bought the IPAD 2 in June! 

    Also the touch screen does not seem to be responding adequately.  Thank you for any help you can give.

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