Hi guys, thought i'd post here as you may be more in the know than the BT Community forum!
For the past 4-5 months we've been having issues where our router is syncing at an extremely poor upload speed (799Kbps). The router (BT Home Hub 6A now changed BT Smart Hub 2) reports frequent "USER_DISCONNECT / ERROR_NO_CARRIER" errors anywhere from none for a day to 3+ per day.
Our cable comes in as an overhead line to a hook on the side of the property and down the front wall into the master socket. Due to the engineers visits and repairs, the wire from where it meets the property to the master socket is all new - including a new master socket with integral xDSL socket/filter. The drop wire was estimated to be 40+ years old - I don't know how old the overhead cable would be but if it was ever replaced, it would have been in the early 2000's when they swapped everyones brackets over.
We've had 3 engineer visits so far, all who have reset the profile and the speed has gone back to around 10Mbit up - it just doesn't stay there. The moment you get back down to 799Kbps you get a very strange phenomenon where if you upload anything the downstream connection also seems to choke and latency goes through the roof (Call of Duty is FUN with a latency of 200ms+).
We've moved things around inside in case interference was causing a problem - the only thing that is close to the router is a BT TV box (next on the list to be axed), the TV (on top of the cabinet the router sits in), the BT DECT phone, and a BT Homeplug (that has been installed since, because I wondered if my computers wireless connection was the issue before I noticed the router connection speed).
I requested a replacement router for our Home Hub 6A as thought that may be the issue - the Smart Hub 2 is no better.
I'm considering buying a proper VDSL modem or modem/router combo to see if I will get a better idea of what is going on - is there anything else that anyone can suggest aside from repeatedly calling BT and having engineers visit until it's fixed?
It's important to note that we're still within the 2 week "training" period, so I guess this could improve by itself - but seeing how it's gone downhill 2 days after being reset I don't think it will...
Product code:Smart Hub 2
Serial number
Firmware version:v0.17.01.12312-BT
Firmware updated:Fri Jul 31 17:57:39 2020
Board vrsion:R01
GUI version:1.56 15_02_2019
DSL uptime:0 days,05 Hours48 Mins48 Secs
Data rate:799 Kbps / 49 Mbps
Maximum data rate:16.260 Mbps / 67.319 Mbps
Noise margin:20.0 / 10.6
Line attenuation:8.3 / 17.8
Signal attenuation:6.6 / 22.8
VLAN id:101
Upstream error control:Off
Downstream error control:Off
Data sent / received:198.5 MB Uploaded / 3.8 GB Downloaded
Broadband username:bthomehub@btbroadband.com
BT Wi-fi:Activated
2.4 GHz wireless network name:BT-XXXXXX
2.4 GHz wireless channel:Smart (Channel1)
5 GHz wireless network name:BT-XXXXXX
5 GHz wireless channel:Smart (Channel48)
Wireless security:WPA2 (Recommended)
Wireless mode:Mode 1
Firewall:On
MAC address:4C:1B:86:XXXXXXXX
Software variant:-
Boot loader:0.1.7-BT (Thu Nov 30 09:45:22 2017)
Time Day Month Source Message Message Message Message Message Message Message Message Message Message
14:27:27, 3 Aug. DSL Link Up: Down Rate=49000kbps, Up Rate=799kbps; SNR Margin Down=10.6dB, Up=23.5dB
02:20:49, 3 Aug. DSL Link Up: Down Rate=49000kbps, Up Rate=799kbps; SNR Margin Down=10.9dB, Up=23.7dB
02:20:11, 3 Aug. WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]
16:41:34, 2 Aug. DSL Link Up: Down Rate=55000kbps, Up Rate=2384kbps; SNR Margin Down=6.8dB, Up=6.3dB
16:40:56, 2 Aug. WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]
00:04:28, 2 Aug. DSL Link Up: Down Rate=55000kbps, Up Rate=9997kbps; SNR Margin Down=8.9dB, Up=9.8dB
13:27:40, 1 Aug. DSL Link Up: Down Rate=55000kbps, Up Rate=9997kbps; SNR Margin Down=8.8dB, Up=9.5dB
13:24:56, 1 Aug. WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]
13:21:13, 1 Aug. DSL Link Up: Down Rate=55000kbps, Up Rate=9997kbps; SNR Margin Down=8.8dB, Up=9.5dB
13:02:54, 1 Aug. WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]
12:44:18, 1 Aug. DSL Link Up: Down Rate=55000kbps, Up Rate=5535kbps; SNR Margin Down=7.5dB, Up=6.3dB
12:43:40, 1 Aug. WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]
12:41:59, 1 Aug. DSL Link Up: Down Rate=55000kbps, Up Rate=9997kbps; SNR Margin Down=8.2dB, Up=7.6dB
11:56:48, 1 Aug. WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]
11:30:12, 1 Aug. DSL Link Up: Down Rate=55000kbps, Up Rate=9997kbps; SNR Margin Down=7.4dB, Up=8.7dB
10:54:04, 1 Aug. WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]
00:02:36, 1 Aug. DSL Link Up: Down Rate=49000kbps, Up Rate=799kbps; SNR Margin Down=9.5dB, Up=23.0dB
17:55:26, 31 Jul. DSL Link Up: Down Rate=49000kbps, Up Rate=799kbps; SNR Margin Down=9.2dB, Up=20.9dB
10:47:58, 31 Jul. DSL Link Up: Down Rate=49000kbps, Up Rate=799kbps; SNR Margin Down=8.8dB, Up=19.8dB
10:47:20, 31 Jul. WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]
01:31:15, 31 Jul. DSL Link Up: Down Rate=49000kbps, Up Rate=799kbps; SNR Margin Down=9.5dB, Up=23.6dB
01:30:36, 31 Jul. WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]
11:19:12, 30 Jul. DSL Link Up: Down Rate=54999kbps, Up Rate=799kbps; SNR Margin Down=6.4dB, Up=17.9dB