Slow speeds/constant drop outs

Hi,
I have been having a lot of problems with my BB speed for the last few months. I have generally lived with it, but now its getting difficult to do anything including online gaming using Xbox Live.
Sometimes the speeds are quite healthy, then suddenly drop very slow, router disconnects from the Internet, reconnects, slow speeds, speeds up, slow down, etc etc etc. Its not a quick cycle, sometimes its OK for most of the day.
Every now and then, some websites wont want to load at all. I have to reboot the router (sometimes have to restore to factory settings) before anything starts to work. I get similar issues to the Vision box.
I have tried a few different routers (all HH3) - version a and b. The only way the web starts working for the longest periods is when I have done a factory reset of the routers.
I have also noticed that the ping is generally quite high (100ms+). Usual ping rate of around 183ms.
Can anyone suggest a way to fix this long term? My K/D ration on MW3 is getting heavily screwed!
Thanks all.
Solved!
Go to Solution.

the usual request for information
in order for the forum members to help please can you post the adsl stats from your router may need to 'show detail' to get all stats (if hub enter 192.168.1.254 in your browser and navigate to adsl or use a-z, if netgear enter 192.168.0.1) and run btspeedtester (MAC users may have problems) http://speedtester.bt.com or http://bt.custhelp.com/app/answers/detail/a_id/9354/c/346,4740,5520 and post the results .
are you connected directly to the NTE5 master or test socket or to somewhere else? Is the master the only phone socket in your home?
Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal
Someone may then be able to offer help/assistance/suggestions to your problem
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Sky Fibre constant drop out and low speed

Hi everyone,
Just recently switched provider from Plusnet fibre to Sky fibre and boy, has it been a stressful few days. First off, our fibre went live on the 6th of this month but these last couple of days I've been experiencing low speeds between 10-20 mb which I understand is meant to be normal (Never had this issue when I joined plusnet) and I have constant drop outs when I'm surfing the net or playing internet games on my Wii U
I've phoned Sky within the last two days and told them what's going on and they've done some tests on their end and they are telling me that I'm getting speeds up to 41 mb which I'm not getting, but they can't seem to understand why I keep having this drop out issue with my devices and my laptop and my gaming console. They have sent me a new hub, but I personally don't think sending out a new hub will make a difference. I've stuck a a Ethernet cable into my Sky fibre router and attached a openreach router, to the other end and see if that stops the drop out.
I'm inclined to leave sky, because I have a feeling this poor service will continue, unless someone can help me.
Thanks

Jan 1 00:00:07 syslog: BusyBox v1.17.2
Jan 1 00:00:16 syslog: Line 0: xDSL G.994 training
Jan 1 00:00:24 syslog: Line 0: VDSL G.993 started
Jan 1 00:00:31 syslog: Line 0: VDSL2 link down
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Jan 1 00:01:01 syslog: Line 0: VDSL2 link up, Bearer 0, us=9995, ds=39998
Jan 1 00:01:04 syslog: ptm0.1 - WAN link UP.
Jan 1 00:01:04 syslog: Received valid DHCP lease from server. Connection UP.
Jan 1 00:01:04 syslog: Connection Up. SNO/MAC/IP: [A502155D006292/C03E0F9F81C4/151.231.97.46]
Jan 1 00:01:05 syslog: Send out NTP request to ntp1.isp.sky.com
Jan 1 00:01:05 syslog: Time has been set from ntp1.isp.sky.com
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Aug 9 00:11:49 syslog: eth2 (switch port: 1) Link UP 100 mbps full duplex
Aug 9 00:11:56 syslog: eth2 (switch port: 1) Link DOWN.
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Aug 9 00:12:08 syslog: eth2 (switch port: 1) Link DOWN.
Aug 9 00:12:09 syslog: eth2 (switch port: 1) Link UP 100 mbps full duplex
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Aug 9 00:12:22 syslog: eth2 (switch port: 1) Link UP 100 mbps full duplex
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Aug 9 00:19:01 syslog: Connection Up. SNO/MAC/IP: [A502155D006292/C03E0F9F81C4/151.231.102.13]
Aug 9 00:47:49 syslog: Connection Up. SNO/MAC/IP: [A502155D006292/C03E0F9F81C4/151.231.102.13]
Aug 9 01:22:53 syslog: Connection Up. SNO/MAC/IP: [A502155D006292/C03E0F9F81C4/151.231.102.13]
Aug 9 01:51:41 syslog: Connection Up. SNO/MAC/IP: [A502155D006292/C03E0F9F81C4/151.231.102.13]
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As Requested New Thread DSL low speeds and drop outs ref: Anthorny Verizon.

Please see post by Jerrold concerning the form for information requested, I have never been able to fill this out. Note also I had to sign in three times just to access your private letter to me today.
Here is a summary of problem:
When my line was first installed line speed was always between 9 to 12 Mps, which is fine for a 15 Mps line, sometimes would even go higher, so line was ok.
In October 2012 my line speed dropped to about 5 to 7 Mps, I contacted support and repairs were attemped, but did not correct the problem in fact problem became worst. My line speed dropped to about 2 to 3 Mps.
Now from October to end of November, all repairs did not correct problem. I was told by chat tech support that the problem was being worked on and there was an open ticket.
In December my line speed returned to normal speed was between 9 to about 13 Mps. No one had contacted me about this so I again contacted chat tech support who said my line had been fixed and there were no open tickets so have a nice day. I accepted this at face value and accepted that my line was now ok.
In January 2013, My line speed dropped again to 2 to 3 Mps. I contacted chat tech support who tested line and put in a repair request. No one had responded back to me and a week later my line started to drop in and out losing the connection completely. I again contacted tech support who told me they had no open tickets on my account, they tested line and while we were talking on voice connection my phone started to have heavy static, both my DSL and Phone dropped out at that point. Tech support called me back and said he was putting a repair request and that my line had problems. That night Tuesday January 29 my Phone and DSL both died, no dial tone on phone and DSL showed only power light on. Contacted tech support by a friends cell phone and informed them of this, was told ok it would be fixed by open ticket for next day.
Repair was to be made on Wednesday January 30, no one showed up, called tech support and told repair would be made on Thursday. Thursday late repair person showed up around 4:30 or 5:00pm, landlord gave access to building. I did not know they were here at all, when he told me( my landlord) I tested my DSL and found it running at 1.7 Mps or below that. When I attempted to call tech support found my phone was still dead, no dial tone at all. Contacted chat tech support who told me ticket was still open and would be fixed by Friday, or Monday.
On Monday, phone still dead, DSL running at 1.7 Mps contacted chat support who had me take a phone to the junction box outside of building, plugged in two phones to this no dial tone at junction box (both phones work ok checked using a neighbors phone jack) should note that on the outside of building there are two junction boxes, but one has lock on it so could not use that one. Anyway told that DSL could not be fixed until phone is repaired. Tried contacting phone repair and all I get is auto wait then line drops using a neighbors phone and pay phone my is dead.
Tuesday again contacted chat support now told to bad, until phone is fixed cannot help me ( was'nt that suppose to be done in first repair, fix phone and DSL given both were reported dead).
So why am I upset well look at history I now sit with No Phone service, DSL running way below what I pay for and a tech support who has said to bad not our problem. I also do not want to hear that my line does not and cannot support the speed I pay for ( it has shown to support that speed at beginning of install up to October and again in December).
Well anyway your letter did not say where to start new thread should I do that here, or in open forum?
Oh, auto phone repair has given me a date for phone service as this Friday, I hope that at least gets done I cannot contact them any other way it seems.
You may also ref: my thread on ping rates over 600 on long distants calls for any other history, but as per your request here is new thread. Please note as of today I have No Phone so can only be contacted by email or here. Untill phone is repaired that's all there is.

Please go to your profile page for the forum by clicking on your name, and look in the middle towards the bottom where you will find an area titled "My Private Support Cases".
There you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions. Please keep all correspondence regarding your issue in the private support portal.
If a forum member gives an answer you like, give them the Kudos they deserve. If a member gives you the answer to your question, mark the answer that solved your issue as the accepted solution.

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Regards Phil Green
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It sounds like you might be hitting the space bar in hopes of getting real time playback. Sorry, but AE doesn't work like that, because it does totally different things from an editing application like Premiere.
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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
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Jun 26 04:41:49 Severity:5 Initialized (firmware 7.3.2).
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Jun 26 04:41:55 Severity:5 Internet Configuration leased -- host <10.1.1.2/255.0.0.0> gateway <10.1.1.1> dns <10.1.1.1> wins lease <3600> domain
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Jun 26 04:42:06 Severity:3 No Address for NTP server time.apple.com.
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Dec 05 00:19:00 Severity:5 Rotated TKIP group key.
Dec 05 00:19:26 Severity:5 Associated with station 00:21:e9:03:77:f7
Dec 05 00:19:26 Severity:5 Installed unicast CCMP key for supplicant 00:21:e9:03:77:f7
Dec 05 00:25:04 Severity:5 Disassociated with station 00:21:e9:03:77:f7
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Dec 05 00:42:20 Severity:5 Installed unicast CCMP key for supplicant 00:21:e9:03:77:f7
Dec 05 00:43:45 Severity:5 Disassociated with station 00:21:e9:03:77:f7
Dec 05 00:43:46 Severity:5 Rotated TKIP group key.
Dec 05 00:44:01 Severity:5 Associated with station 00:21:e9:03:77:f7
Dec 05 00:44:01 Severity:5 Installed unicast CCMP key for supplicant 00:21:e9:03:77:f7
Dec 05 00:45:40 Severity:5 Disassociated with station 00:21:e9:03:77:f7
Dec 05 00:45:41 Severity:5 Rotated TKIP group key.
Dec 05 00:45:49 Severity:5 Associated with station 00:21:e9:03:77:f7
Dec 05 00:45:49 Severity:5 Installed unicast CCMP key for supplicant 00:21:e9:03:77:f7
Dec 05 00:46:15 Severity:5 Disassociated with station 00:21:e9:03:77:f7
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Dec 05 00:46:24 Severity:5 Associated with station 00:21:e9:03:77:f7
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Dec 05 00:48:11 Severity:5 Rotated TKIP group key.
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Dec 05 00:48:25 Severity:5 Installed unicast CCMP key for supplicant 00:21:e9:03:77:f7
Dec 05 00:49:57 Severity:5 Disassociated with station 00:21:e9:03:77:f7
Dec 05 00:49:58 Severity:5 Rotated TKIP group key.
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Dec 05 01:04:36 Severity:5 Installed unicast CCMP key for supplicant 00:21:e9:03:77:f7
Dec 05 01:05:05 Severity:5 Disassociated with station 00:21:e9:03:77:f7
Dec 05 01:05:05 Severity:5 Rotated TKIP group key.
Dec 05 01:09:29 Severity:5 Connection accepted from [fe80::21c:b3ff:fe74:eb01%bridge0]:56611.
Dec 05 01:09:31 Severity:5 Connection accepted from [fe80::21c:b3ff:fe74:eb01%bridge0]:56612.
Dec 05 01:09:31 Severity:5 Connection accepted from [fe80::21c:b3ff:fe74:eb01%bridge0]:56613.
Dec 05 01:10:34 Severity:5 Internet Configuration leased -- host <10.1.1.6/255.0.0.0> gateway <10.1.1.1> dns <10.1.1.1> wins lease <3600> domain

Broadband slow speed,ongoing since end of april

Hi,i have been suffering slow speeds and dropping out since end of april,i have had 9 engineers out,but still no wiser.
I use a desk top and laptop and have problems on both,running at 8 meg,cant open web pages,or do internet shopping,engineer blames the websites.
i am a 2 min walk from the exchange,
if i take my laptop to my sisters 4 miles away it works fine,and shes only on 2 meg.
I had an it consultant round who did a ping test from laptop to router,and router to exchange,laptop to router was fine,but the router to exchange keeps timing out 19 times in 5 mins,where as my sisters did it once in 40 mins.
i have opened a little square bt box from my socket box to the wiring outside,wiring looks in poor condition with wires not actually connected to anything,engineers say that wouldnt affect it,

Hi Efcpaul
I can take a look at this for you.
Send an email to [email protected] with your BT account number, telephone number and a link to this thread.
Cheers
Stuart
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry that we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)

Broadband Dropping Out and Connection Speed Decrea...

Sorry to be a pain but I am back here again.
Since the last issue with speed, connection drop out and noisey line which required an underground cable to be partly replaced, all has been fantastic and no problem to report. Many thanks to those who were involved in helping with getting that issue resolved.
About 10 days ago the broadband started to drop out at random times but not too often. The broadband hub light would go out for about 15 seconds before returning. My connection would automatically resume and no great problem. It has since become more of a problem and pain.
The frequency of drop out increased with a sort of pattern. Last week an example would be drop out at 11:50 am, again at 12:40 and once more at 1:30 pm. Each time the connection returned my computer icon for wifi would be a warning triangle. I clicked on the icon and would get a message 'limited connection'. The only way I could connect again would be to click the icon and select to disconnect and then connect, making sure a 'tick' was in the box for autoconnection. A bit more of a pain than before but usable. It got more of a problem over the next few days.
The frequency of drop out increased. This became a right pain when trying to purchase things online as I could not be sure in the purchase had been completed or if I tried again would I get two lots? Upon broadband connection returning I would not be able to 'auto connect' but would get the warning triangle of 'limited connection'. I tried the click to disconnect and reconnect but it failed to work. I ended up shutting down the laptop, waiting before powering up. This failed to work as all I would get is the warning triangle and 'limited connection'. The only way I could reconnect was to press the 'restart' button. This worked but it got worse.
The next day the broadband connection would drop out every couple of hours. It got to the point that even pressing the 'restart' button would not allow me to connect. I tried three times and gave up. I had to resort to pressing the very small 'reset' button on the back. This cured the problem for about 12 hours before the drop outs started again.
It is now a case of 50/50 if I can connect to the broadband again after a drop out. It is getting quite frustrating. I only used the small 'reset' as a last resort. I have noticed that the speed of the connection has started to drop down also.
Each time the hub drops broadband and I can auto connect and do not press any hub button, the timer has reset to zero days and zero hours. I know it takes about a week for the connection to settle. I do wonder if these drop outs are messing the connection settings for my line speed? The line used to be rated at 21 Mbps but has decreased to 17 Mbps, my actual connection used to be 19 Mbps but struggles to reach 14 Mbps. It is slowly dropping with each and every drop out.
I also looked at the event log in the hub. Just before each broadband drop out I see a external connection is made with the initials 'CWMP' followed by 'event code 1 boot' or 'event code 6 connection request' or 'event code 4 value change'. Straight after the broadband connection drops out with out fail.
All I can seem to find out is that the external connection is either the hub connecting to the server or vice versa? As for the codes? I have no idea at all.
I only ever resort to pressing 'restart' if I cannot connect to my hub. I have only pressed the 'reset' as a last resort as nothing else worked to allow me to reconnect.
Can anyone offer any help or best a permanent fix?

I connected to the test socket and used a wired connection for the speed test and hub stats.
The hub position and run of cables are the same as when the last engineer advised as the best set up.
Since my last post I have checked the event log and 'CWMP' has made at least two remote connections but the hub did not drop broadband connection. The broadband has been stable but just slower than usual, as you stated due to the drop outs/disconnections.
I guess a case of wait and monitor to see if the problem has resolved itself?
Will the speed automatically return to the usual 18 to 19 Mbps? or will something else have to be done to reset it at the exchange/server?
Here are the hub stats from this morning.
Connection Information
Line state:
Connectedppp0_0
Connection time:
2 days, 00:23:43
Downstream:
16.69 Mbps
Upstream:
1.024 Mbps
ADSL Settings
VPI/VCI:
0/38
Type:
PPPoA
Modulation:
G.992.5 Annex A
Latency type:
Interleaved
Noise margin (Down/Up):
9.5 dB / 7.1 dB
Line attenuation (Down/Up):
10.3 dB / 6.7 dB
Output power (Down/Up):
19.8 dBm / 12.4 dBm
FEC Events (Down/Up):
4947 / 0
CRC Events (Down/Up):
11 / 11
Loss of Framing (Local/Remote):
0 / 0
Loss of Signal (Local/Remote):
0 / 0
Loss of Power (Local/Remote):
0 / 0
HEC Events (Down/Up):
377 / 48
Error Seconds (Local/Remote):
72 / 21

BT Infinity dropping out constantly

I've had BT Infinity since April had some teething problems when I realised the speed drops when using wifi/home plugs and got equipment ungraded to help with this although there's still a drop in speed when not directly LAN cabled in (which is difficult if not impossible in my property).
Anyway I accept this since BT are getting 80mps to the router.
Next problem is that from around the end of June my connection started dropping several times an hour. When it does this new pages go blank or I can't connect. Lights at the hub remain constant as if no problem there. This happens even when I'm cabled in (LAN) so know it's not a wifi/home plug issue.
I've been through customer service several times, we've checked settings at my pc/laptop, we've reset home hub. BT then suggested I needed HH4 which was released only weeks after I had my FO upgrade but to get it I either had to pay over £100 or go into a new contract. At the time I was so desperate I didn't notice I was being moved from free calls 24/7 to free calls only at weekends. Anyway I was put into the new contract and didn't read the blurb because I trusted I was being kept the same or equivalent and I just wanted my broadband to be fixed. The HH arrived and it still was dropping out. BT said must be faulty HH4 so sent a replacement. Same thing happening with new one.
I'm pretty much fed up and wish I'd never upgraded, it's been problem after problem. I still have iplayer interrupted and half the time I am sitting here waiting for the thing to reconnect.
I have spoken to a couple of other people and they say their FO (FTTC around here) is also dropping out but they don't seem to be complaining. Is this something to do with too many people on the network - some times of day are better/worse than others.
I am really fed up of this, have spent a long time trying to fix it and just wish BT would say "Yes it's our lines" but everytime they say the line test comes back fine. People in my area are crying out for FO but I don't think it's as good as made out.
I've not changed anything in the time that it took for it to start dropping out (well apart from upgrading wireless cards and home plugs), I just got up one morning and it started doing it. I am now in a contract which doesn't suit my calling pattern, and that I can't get out of to go anywhere else, and I feel if I did the service would just be the same anyway. Every time I see a BT Infinity advert I feel very frustrated. My copper wire service was better, slower but it was consistent.
I have phoned and even used the email service to complain about this, but all I got in reply to the email was a phone call when I was driving and unable to use my phone, they left voicemail and sent an email which basically said you knew the T&C of the new package from the email we sent when changing to it, and BT Infinity is dealt with by the technical help which you can phone on 0800...........thanks BT.
Very annoyed and fed up.

I posted on the other thread because I thought the problem was similar and because despite there being plenty of other replies on other threads mine hadn't received a reply yet and was falling off the front page. Apologies for my impatience.
Sorry if it looks like I posted contradictory information for clarity this is the situation.
I didn't have any drop outs when I switched off the hub and connected my laptop directly to the modem with the LAN cable.
When using the HH4 I get constant drop outs both when cabling in via LAN to the hub, or if I use wifi. So it's not just a wifi problem the drop outs happen when I cable into the hub and infact there's only one device I use wifi (laptop) and whether I LAN or not when the hub is used I still get the drop outs.
The drop outs started in June when I had a HH3, so BT went through all the resets, channel changes etc and sent me a HH4 which involved me entering into a new contract. There were still drop outs so I went through channel changes, reseting/restarting the hub, still drop outs so they sent me a replacement HH4. It's still dropping and doesn't matter whether I connect via LAN or wifi the drop outs still happen just the same. The only time they stopped was when I did what was suggested on the other thread, turned the hub off and connected via the modem. Since then I've reconnected the hun and back to the usual drop outs which are around 3 per hour.

Broadband dropping out, noise high, speed slow

Have had past problems with high noise, which seemed to have been solved by having the mods reset noise down (thanks) with line speed increasing up to around 2Mbps over the last couple of weeks (great from where I was previously). See http://community.bt.com/t5/BB-Speed-Connection-Issues/Slow-broadband-downstream-line-speed/m-p/33081...
Tonight around 4:50pm (when all the kids in the neighbourhood have come back to their homes, and are playing online games) broadband drops out, noise jumps up to 22 from about 15 where it was previously I think, speed dramatically drops to less than 1Mbps.
Q1: Any idea how to get noise down again and speed back up?
Q2: Have I got a faulty hub that it keeps dropping out like this (hub is quite new)? Peculiar that it seems to happen at busy periods though - I've had this kind of drop out before, which is why I'm going straight to the forum. I have already had broadband boost engineer out in the past and that makes me think it's unlikely there's anything wrong with my line.
Any ideas about solutions will be gratefully received! (Just started working from home office today with 3 people - had thought I had us all on 2MB+ - but not now!) Help!
Thanks
Test1 comprises of Best Effort Test: -provides background information.
Download Speed
881 Kbps
0 Kbps
2000 Kbps
Max Achievable Speed
Download speedachieved during the test was - 881 Kbps
For your connection, the acceptable range of speeds is 400-2000 Kbps.
Additional Information:
Your DSL Connection Rate :1120 Kbps(DOWN-STREAM), 448 Kbps(UP-STREAM)
IP Profile for your line is - 2000 Kbps
Connection Information
Line state:
Connected
Connection time:
0 days, 04:39:52
Downstream:
1.094 Mbps
Upstream:
448 Kbps
ADSL Settings
VPI/VCI:
0/38
Type:
PPPoA
Modulation:
G.992.1 Annex A
Latency type:
Interleaved
Noise margin (Down/Up):
22.0 dB / 20.0 dB
Line attenuation (Down/Up):
50.0 dB / 31.0 dB
Output power (Down/Up):
15.8 dBm / 11.9 dBm
FEC Events (Down/Up):
312 / 23
CRC Events (Down/Up):
24 / 32
Loss of Framing (Local/Remote):
0 / 0
Loss of Signal (Local/Remote):
0 / 0
Loss of Power (Local/Remote):
0 / 0
HEC Events (Down/Up):
20 / 18
Error Seconds (Local/Remote):
133249 / 784
Solved!
Go to Solution.

is the new faceplate like this
or like this
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’.

Very Slow Broadband Speed & Dropping Out

I've just moved into a property where i transferred my BT broadband but its painfully slow and cant seem to keep a connection for 24 hours as it drops out every few hours. The previous owners had BT broadband so its not like this is a new line and the wiring looks fairly recent ~last 10 years so its not a bad connection from what i can see. Most of the time i receive around 2mbps but this can drop quite frequently to below 1mpbs which is just not acceptable. Its been up and down since i moved in which i assume is the exchange trying to profile us but with it dropping out every few hours i'm wondering if something else is at play here? Every other property i have moved into has more a less stabilised in the first 3 days but this is clearly not the case here. Earlier in the week i was receiving 5mbps download which was fantastic but that didnt last long at all.
Test results are below:
(124555.430000) DSL noise margin: 28.00 dB upstream, 10.30 dB downstream
Download speedachieved during the test was - 1.37 Mbps
For your connection, the acceptable range of speeds is 0.4 Mbps-2 Mbps.
Additional Information:
Your DSL Connection Rate :8.13 Mbps(DOWN-STREAM), 0.45 Mbps(UP-STREAM)
IP Profile for your line is - 1.5 Mbps
Solved!
Go to Solution.

Hi Welcome to the community 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
if using a hub 4 locate these lines located in the hub logs
Lines should look like this
19:11:29, 07 Nov. (2290101.460000) DSL noise margin: 7.00 dB upstream, 6.10 dB downstream
19:11:29, 07 Nov. (2290101.390000) DSL line rate: 448 Kbps upstream, 288 Kbps downstream
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’

BT Infinity Hub 3 slow to load pages and drops out...

Hi can anyone help, I have had Infinity option2 for less than a month and it has not work properly since it was installed,
done all the around the houses with help from India and they have thanked me for my patience and acknowledge there
is a fault which they say they have fixed, but it's getting worse.
When I do a speed test I get 36Mb down and 8Mb up, great but when I am loading websites they usually take a long time to load and frequently drop out, when I hit the diagnose connection they usually load. I also cannot send or sometimes receive email from my accounts, with server error fault messages also my webcam does not work I can here them but they cannot here me, never had these problems with my previous ISP on only 8Mb.
Thank you, getting desperate now!

Mate, I feel your pity as, although I've only had Infinity for 4 days, I'm having the exact same problem and NEVER had this issue in the 4 years I was on BT Total Broadband. To summarise:
Day 1 - Everything worked perfectly
Day 2 - Internet would not load one single page
Day 3 - Working perfectly again
Day 4 - Most pages load, albeit VERY slow
BT India have told me that I have a fault in my line and an engineer will call me back in the next 24/48 hours. Apparently I was the first person on my cabinet to have Infinity installed so I'm guessing I'm the guinea pig!!!
You won't get to ride the racehorse...until you've ridden the mule.... - RogerB 13/04/2010

Re: Broadband noise/ drop out/ speed issues

Hi community.
I know this thread is old and probably closed but I would like to revive it.
I have exactly the same problem as MPR and any advice would be welcome.
I am a long way from the exchange, the line comes into my house overhead. I reported intermittent line dropping weeks ago, spoke to several different people, all very polite, very caring, but not much use.
Several diagnosed fault on the line and said it would be fixed remotely. One sent me a new home hub 2 to replace the one they diagnosed as faulty, though God knows how.
I kept saying that I suspected a physical fault with the line as a bundle of cables wired into a junction box (big black thing - looked like a toy from Anne Summers but never mind) was hanging down from one of the telegraph poles and the foil around the end where the wires went in lookd as if it was not fully weather-proof.
Eventually, last Friday, an engineer was sent round. Checked inside the house, checked outside the house and said there was no problem with the line. He detected noise which he suspected was causing the drop-out and said he would see if there was any water getting in anywhere which might cause this.
The hanging down thingy was secured better to the telegraph pole but I don't know if anything else was done.
Right away, same problem. Intermittent orange flashing broadband light on the hub. Occasionally no broadband light at all. Usually needs to be re-set though sometimes comes back on its own.
If you have any advice I would be most appreciative. This is costing me money as when my better half wanted to order something online, found a good price, put the details in and clicked "BUY", the line dropped. By the time it came back up, the price had gone up £30.
Anyway, I'm calling them again tonight when I get home. I would say "no more Mr Nice Guy" but that doesn't get you anywhere does it?
Thanks in advance.

Hi,
Sorry to hear that your having problems with your BT Broadband.
You will either be on the ADSLMax (upto 8mbps) service or if your exchange has been BTw 21cn upgraded you maybe on the ADSL2/2+ (upto 12/20mbps) service depending on your line quality and length.
However these upto speeds may not be the speeds you will get as ADSL broadband connections are very dependent on the distance from your property to the exchange and the quality of your line. The further away you are from your local exchange the slower your broadband speed will be.
To enable the community to help you please see the advice below:
Please see Keith's help guide here: Helping forum members to help you, it will go through some checks that are needed for us to help you.
A summary of the checks are:
1a) Is your router/Homehub connected by a BT NTE5 master socket, Adsl Filtered Master Socket or Extension Socket? Please bear in mind that extension cables and extension sockets can reduce the broadband's performance. If you have an Old LJU master socket then please say.
1b) Have you tried the Test Socket?
2) Can you please run a BT speed test (including IP Profile) http://speedtester.bt.com (not beta version)[Best done with a wired, Ethernet, connection] If the other link doesn't work you can try http://speedtest.btwholesale.com/
3) is there any noise on your line. dial 17070 option2 ,called quite line test, from landline phone. should be silent but slight hum normal on cordless phone.
4) please post adsl line statistics
ADSL Line Statistic Help:
If you have a BT Home Hub like the one below...
Then:
1) Go to http://192.168.1.254 or http://bthomehub.home
2) click Settings
3) Click Advanced Settings
4) Click Broadband
5) Click Connection or sometimes called ADSL (see picture Below)
The direct Address is http://bthomehub.home/index.cgi?active_page=9116 (for bthomehub3)
You will need to copy and past all the adsl line statistics ( Including HEC, CRC and FEC errors). You may need to click " More Details"
There are more useful links on Keith's website here: If you have an ADSL connection, please select this link
Don't have a BT Homehub/Voyager?
• http://192.168.0.1 for a netgear router and look for ADSL adsl statistics with information like noise margin and line attenuation, connection speed
• http://192.168.2.1 for a belkin router and look for ADSL adsl statistics with information like noise margin and line attenuation, Data Rate
cheers
I'm no expert, so please correct me if I'm wrong

Broadband noise/ drop out/ speed issues

Am starting a new post because last one has become too long. See http://community.bt.com/t5/BB-Speed-Connection-Issues/Broadband-dropping-out-noise-high-speed-slow/m... if you would like the history.
Here is the summary. Long distance from the exchange. Noisy line. Speed low. I have tried all the usual things many times. Broadband engineers have been out x3 recently and confirmed that they can't detect any problems inside my house, or with the line coming into my house - although my hub typically shows a high noise margin. Nevertheless, engineer swapped my line onto a new cable in the cabinet yesterday because he couldn't think of anything else to try. He also replaced my HH3. This morning noise had been reset very low, line speed coming into the house was high (for me), I was happily waiting for IP profile to drift upwards. The readings from this morning are in the link above. It was all looking good.
And then this is what happens (and I think it may be exactly what's happened before). Come about 5pm, at time of busy traffic, the line (I think, I'm not a techie) with low noise margin decides it can't cope. It drops out. I have to reset hub to get back on the internet. It comes back with higher noise and slower downstream line speed.
Any ideas out there? Please try and avoid the standard usual stuff because I've done it all before. Readings to follow.
Solved!
Go to Solution.

Here is what my hub was showing around 5pm when internet dropped out. Notice very low noise. Me thinking my line can't cope with that, hence drop out. Me predicting line will come back with higher noise and slower downstream line speed. Process will repeat over the next week until noise margin is incredibly high, speed is very low (that's my prediction anyway). Here's the reading from when the line dropped out.
Connection Information
Line state:
Connected
Connection time:
0 days, 12:42:27
Downstream:
4.25 Mbps
Upstream:
448 Kbps
ADSL Settings
VPI/VCI:
0/38
Type:
PPPoA
Modulation:
G.992.1 Annex A
Latency type:
Interleaved
Noise margin (Down/Up):
2.4 dB / 21.0 dB
Line attenuation (Down/Up):
50.8 dB / 31.0 dB
Output power (Down/Up):
19.3 dBm / 11.9 dBm
FEC Events (Down/Up):
15405109 / 1084
CRC Events (Down/Up):
266534 / 1170

Slow speeds/constant drop outs

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