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Author Topic: Very slow BT Infinity 2 unlimited 250kB/sec  (Read 6142 times)

ac427

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Very slow BT Infinity 2 unlimited 250kB/sec
« on: August 29, 2015, 09:11:39 PM »

My BT Infinity 2 unlimited has slowed to 250kB/sec.

I have FTTC and i am under a quarter of a mile away from  the cabinet.

I have the NTE 5 socket, so I have removed the faceplate, inserted an ADSL filter and connected the BT HH5 to that.

I am using a laptop that tested at 250kb/sec in the original configuration.

Sadly the laptop still only gets 250kb/sec download when wired directly to the HH5.

I guess it is a line fault. 

How do i report this to BT ?
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ac427

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Re: Very slow BT Infinity 2 unlimited 250kB/sec
« Reply #1 on: August 29, 2015, 09:19:30 PM »

The TBB Speedtest reports 2.3mb/sec

The BT Wholesale speed tester reports:

2.34mb/sec download

0.7 mb/sec upload

49mS ping

The HH5 log shows:
21:31:45, 29 Aug.   ( 137.250000) PPPoE is up -​ Down Rate=2496000Kbps, Up Rate=800000Kbps; SNR Margin Down=32.8dB, Up=18.9dB
23:32:05, 22 Aug.   ( 101.000000) PPPoE is up -​ Down Rate=2496000Kbps, Up Rate=800000Kbps; SNR Margin Down=32.6dB, Up=19.1dB

The HH5 Helpdesk shows:
1. Product name:   BT Home Hub
2. Serial number:   +068343+NQ41565200
3. Firmware version:   Software version 4.7.5.1.83.8.204.1.11 (Type A) Last updated 07/07/15
4. Board version:   BT Hub 5A
5. DSL uptime:   0 days, 01:12:17
6. Data rate:   800 / 2496
7. Maximum data rate:   6371 / 36705
8. Noise margin:   18.9 / 32.8
9. Line attenuation:   25.7 / 27.1
10. Signal attenuation:   25.6 / 24.5
11. Data sent/received:   5.3 MB / 133.9 MB

   
Information for Helpdesk agents
When contacting the BT Broadband helpdesk, the agent might ask you for details about your BT Home Hub. This page contains all of the information they are likely to request.
 
1. Product name:   BT Home Hub
2. Serial number:   +068343+NQ41565200
3. Firmware version:   Software version 4.7.5.1.83.8.204.1.11 (Type A) Last updated 07/07/15
4. Board version:   BT Hub 5A
5. DSL uptime:   0 days, 01:13:10
6. Data rate:   800 / 2496
7. Maximum data rate:   6371 / 36705
8. Noise margin:   18.9 / 32.8
9. Line attenuation:   25.7 / 27.1
10. Signal attenuation:   25.6 / 24.5

24. Modulation:   G.993.2 Annex B
25. Software variant:   AA
26. Boot loader:   1.0.0


Looking at the last update date, i guess it could be a shat firmware version or perhaps the bandwidth has been throttled.
« Last Edit: August 29, 2015, 10:45:56 PM by ac427 »
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Weaver

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Re: Very slow BT Infinity 2 unlimited 250kB/sec
« Reply #2 on: August 29, 2015, 10:55:45 PM »

Contact details for BT retail will be on their website surely?
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kitz

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Re: Very slow BT Infinity 2 unlimited 250kB/sec
« Reply #3 on: August 30, 2015, 07:12:52 AM »

I note there has been other resyncs (ie 22nd Aug) but can you do a full power cycle of the HomeHub just for the sake of elimination.  It should be off for a couple of mins to make sure the bRAS notices. 
30mins is to make sure the DLM doesn't notice, but Im specifically wanting in this case for the bRAS & RADIUS to notice a full resync and not just a PPP session, so leave it off for as long as you can.

Quote
8. Noise margin:   18.9 / 32.8
This shows that your line is capable of syncing at a much higher speed

Quote
Data rate:   800 / 2496
The 800 upstream looks like a possible adsl profile (rather than vdsl)

If you do a BTw performance test, http://speedtest.btwholesale.com/
Run the "Further Diagnostics" and see if you can get your IP profile and make a note of them.   
It may even offer you a TAP2 test because your speeds are so low.

It may not be a physical line fault, but could be a configuration fault on your line profile.  The BTw performance test may help identify if its a configuration fault by your ISP or the BTw sytem.

The phone number to contact BT is 0800 800 150

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ac427

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Re: Very slow BT Infinity 2 unlimited 250kB/sec
« Reply #4 on: August 30, 2015, 01:26:52 PM »

Thanks Kitz, I always turn off the HH5 overnight and when not in use.  Is this bad practice in relation to line training ?

The HH5 was off from 1am to nearly 1pm today.

Here is the result of the BT Wholesale further diags:


Here is the HH5 WAN log

12:51:16, 30 Aug.   ( 103.910000) WAN operating mode is VDSL
12:51:16, 30 Aug.   ( 103.910000) Last WAN operating mode was VDSL
12:51:15, 30 Aug.   ( 102.510000) PPP IPCP Receive Configuration ACK
12:51:15, 30 Aug.   ( 102.480000) PPP IPCP Send Configuration Request
12:51:15, 30 Aug.   ( 102.480000) PPP IPCP Receive Configuration NAK
12:51:15, 30 Aug.   ( 102.450000) PPP IPCP Send Configuration ACK
12:51:15, 30 Aug.   ( 102.450000) PPP IPCP Receive Configuration Request
12:51:15, 30 Aug.   ( 102.450000) PPP IPCP Send Configuration Request
12:51:14, 30 Aug.   ( 101.220000) PPPoE is up -​ Down Rate=2696000Kbps, Up Rate=1296000Kbps; SNR Margin Down=31.9dB, Up=16.1dB
12:51:14, 30 Aug.   ( 101.210000) CHAP authentication successful
12:51:14, 30 Aug.   ( 101.100000) CHAP Receive Challenge
12:51:14, 30 Aug.   ( 101.100000) Starting CHAP authentication with peer
12:51:14, 30 Aug.   ( 101.100000) PPP LCP Receive Configuration ACK
12:51:13, 30 Aug.   ( 101.070000) PPP LCP Send Configuration Request
12:51:13, 30 Aug.   ( 101.070000) PPP LCP Receive Configuration Reject
12:51:13, 30 Aug.   ( 101.050000) PPP LCP Send Configuration ACK
12:51:13, 30 Aug.   ( 101.040000) PPP LCP Receive Configuration Request
12:51:13, 30 Aug.   ( 101.040000) PPP LCP Send Configuration Request
12:51:01, 30 Aug.   ( 88.790000) PTM over DSL is up
12:50:12, 30 Aug.   ( 39.370000) WAN Auto-​sensing running.
21:31:48, 29 Aug.   ( 139.960000) WAN operating mode is VDSL
21:31:48, 29 Aug.   ( 139.960000) Last WAN operating mode was VDSL
21:31:46, 29 Aug.   ( 138.530000) PPP IPCP Receive Configuration ACK
21:31:46, 29 Aug.   ( 138.510000) PPP IPCP Send Configuration Request
21:31:46, 29 Aug.   ( 138.500000) PPP IPCP Receive Configuration NAK
21:31:46, 29 Aug.   ( 138.480000) PPP IPCP Send Configuration ACK
21:31:46, 29 Aug.   ( 138.480000) PPP IPCP Receive Configuration Request
21:31:46, 29 Aug.   ( 138.480000) PPP IPCP Send Configuration Request
21:31:45, 29 Aug.   ( 137.250000) PPPoE is up -​ Down Rate=2496000Kbps, Up Rate=800000Kbps; SNR Margin Down=32.8dB, Up=18.9dB


   
I noticed some blocking on the 'All' log. Could the speed be reduced due to invalid packets ?

Event Log
13:14:35, 30 Aug.   ( 1487.310000) Admin login successful by 192.168.1.64 on HTTP
13:14:29, 30 Aug.   ( 1481.570000) New GUI session from IP 192.168.1.64
13:10:21, 30 Aug.   BLOCKED 1 more packets (because of First packet is Invalid)
13:10:19, 30 Aug.   OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.64]:50271-​>[173.1.218.6]:80 on ppp3)
13:09:59, 30 Aug.   OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.64]:50129-​>[199.38.164.47]:80 on ppp3)
13:09:59, 30 Aug.   BLOCKED 4 more packets (because of First packet is Invalid)
13:09:57, 30 Aug.   OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.64]:50111-​>[185.31.128.208]:80 on ppp3)
13:09:56, 30 Aug.   OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.64]:50088-​>[193.0.160.219]:80 on ppp3)
13:09:41, 30 Aug.   OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.64]:50055-​>[173.1.218.6]:80 on ppp3)
13:09:10, 30 Aug.   OUT: BLOCK [65] First packet is Invalid (Invalid tcp flags for current tcp state: TCP [192.168.1.64]:49844-​>[173.1.218.6]:80 on ppp3)
12:54:32, 30 Aug.   IN: BLOCK [15] Default policy (TCP [131.253.61.82]:443-​>[86.137.212.116]:49203 on ppp3)
12:51:57, 30 Aug.   IN: BLOCK [16] Remote administration (ICMP type 8 code 0 198.20.99.130-​>86.137.212.116 on ppp3)
12:51:55, 30 Aug.   IN: BLOCK [15] Default policy (TCP [66.193.112.93]:443-​>[86.137.212.116]:46518 on ppp3)
12:51:54, 30 Aug.   ( 126.900000) CWMP: session completed successfully
12:51:54, 30 Aug.   ( 126.210000) CWMP: HTTP authentication success from https://pbthdm.bt.mo
12:51:52, 30 Aug.   OUT: BLOCK [44] Advanced Filter Rule (fw/policy/0/chain/fw_ath13_out/rule/0: ICMPv6 type 143 code 0 fe80:0000:0000:0000:20f2:01ff:fe0a:e2cf-​>ff02:0000:0000:0000:0000:0000:0000:0016 on ath13)
12:51:33, 30 Aug.   ( 120.940000) NTP synchronization success!
12:51:27, 30 Aug.   ( 114.160000) CWMP: Server URL: https://pbthdm.bt.mo; Connecting as user: ACS username
12:51:27, 30 Aug.   ( 114.160000) CWMP: Session start now. Event code(s): '1 BOOT,4 VALUE CHANGE'
12:51:27, 30 Aug.   ( 115.060000) NTP synchronization start
« Last Edit: August 30, 2015, 01:34:15 PM by ac427 »
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ac427

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Re: Very slow BT Infinity 2 unlimited 250kB/sec
« Reply #5 on: August 30, 2015, 03:31:33 PM »

I logged a call with BT and after a line test there is definitely a fault.  It is not known whether it is between the cabinet and me of the cabinet and the exchange.

0800 111 4567 is a good number for reporting faults.

I have been told it will be fixed by 2nd September.

I will reply with any further news
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ac427

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Re: Very slow BT Infinity 2 unlimited 250kB/sec
« Reply #6 on: September 02, 2015, 06:39:12 PM »

I got a call on Sunday to say it was fixed but the download speed was the same. The line for voice calls was much clearer.

I phoned BT yesterday, they did some more land line tests whilst i was on my mobile phone.  It appears there is a second line/network fault and a BT engineer will visit my home on Friday.
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JamesK

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Re: Very slow BT Infinity 2 unlimited 250kB/sec
« Reply #7 on: September 03, 2015, 03:40:18 PM »

I always turn off the HH5 overnight and when not in use.  Is this bad practice in relation to line training ?

I've always been told it's best if you can leave the modem on 24/7... so the line faults aside if you keep turning it on/off every night and when not in use, you could end up with a lower sync speed due to DLM intervention.

As a result I leave my modem and router on 24/7.
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roseway

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Re: Very slow BT Infinity 2 unlimited 250kB/sec
« Reply #8 on: September 03, 2015, 03:51:27 PM »

Turning off the modem once a day at nighttime shouldn't matter from the DLM point of view, but most people advise leaving it on 24/7.
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ac427

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Re: Very slow BT Infinity 2 unlimited 250kB/sec
« Reply #9 on: September 07, 2015, 09:19:20 PM »

Well i am up to 33+ Mbps as of a few days ago.

After the initial line fault, the broadband speed needed to be reset or perhaps a re-negotiation has to be performed.

After a visit bt BT the line was reset and tested at the NTE5 with the face plate removed and all was good.

On the 24/7 HH5 front. I think i might disable Wi-Fi on te HH5 because i am in the same room as it at night.
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burakkucat

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Re: Very slow BT Infinity 2 unlimited 250kB/sec
« Reply #10 on: September 07, 2015, 09:32:12 PM »

Well i am up to 33+ Mbps as of a few days ago.

That is a distinct improvement to 2.5 Mbps!

However, if that (~33 Mbps) is the best the circuit is capable of achieving, it may prove (financially) worthwhile downgrading from the 80/20 to the 40/10 service.
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lf2k

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Re: Very slow BT Infinity 2 unlimited 250kB/sec
« Reply #11 on: September 07, 2015, 09:49:01 PM »

@ac247 what are your line stats now (as per your original post)?

What does the BT ADSL checker say you could expect for your phone number?

From what I can see, and similar to B*cat, I'd ask if it's worth paying the premium for Infinity 2?
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