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Author Topic: BT Infinity - Extremely poor upload speed (799kbps) and disconnections  (Read 2762 times)

marineio

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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...



Code: [Select]
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)

Code: [Select]
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


« Last Edit: August 03, 2020, 10:27:43 PM by marineio »
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gt94sss2

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Re: BT Infinity - Extremely poor upload speed (799kbps) and disconnections
« Reply #1 on: August 04, 2020, 12:12:05 AM »

When you changed the BT modem, did you also change the power brick to the new one? Is the brick plugged into the mains or an extension lead?

I would also disconnect the homeplug until you fix the issue
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burakkucat

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Re: BT Infinity - Extremely poor upload speed (799kbps) and disconnections
« Reply #2 on: August 04, 2020, 12:31:17 AM »

Continuing the "Did you change . . ." theme, have you changed the cable linking the modem/router to SSFP on the NTE5?

And while I think of it: Welcome to the kitz forum.  :)
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marineio

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Re: BT Infinity - Extremely poor upload speed (799kbps) and disconnections
« Reply #3 on: August 04, 2020, 01:52:06 AM »

Continuing the "Did you change . . ." theme, have you changed the cable linking the modem/router to SSFP on the NTE5?

And while I think of it: Welcome to the kitz forum.  :)

DSL lead from wall to router has been replaced. Thanks for the warm welcome! :)

When you changed the BT modem, did you also change the power brick to the new one? Is the brick plugged into the mains or an extension lead?

I would also disconnect the homeplug until you fix the issue

New power brick too (came with the replacement BT Smart Hub 2) - router brick plugs straight into the wall (at the moment through the home plug, but prior to that straight into the double wall socket).

I've moved the router and routed the wires away from anything else (so it's about 4ft from the TV/BT TV box), and put the DECT phone the other side of the TV.

We do also have a POE CCTV system set up - the telephone drop wire runs close, but not across any camera cat5e cable (routed by a previous engineer).

Interestingly after moving the router, it's now showing an even higher "Maximum data rate" (18.740 Mbps / 69.178 Mbps), but still only showing connected at 799Kbps...

I'm going to watch it over the next few days and see if it disconnects again by itself (ERROR_NO_CARRIER) - the last time it did it was 2am yesterday so we'll see if it still does it now i've moved everything.

As for a third party router / modem / combo, do you guys have any suggestions (~£60 max)?
« Last Edit: August 04, 2020, 02:01:51 AM by marineio »
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Ronski

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Re: BT Infinity - Extremely poor upload speed (799kbps) and disconnections
« Reply #4 on: August 04, 2020, 06:19:51 AM »

You're still showing a healthy SNR, and a very good theorectical max upload speed, if it was a faulty cable surely those figures would be impacted. I would get another engineer out and insist on a port swap as it could be a faulty port in the cabinet.
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RealAleMadrid

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Re: BT Infinity - Extremely poor upload speed (799kbps) and disconnections
« Reply #5 on: August 04, 2020, 10:21:32 AM »

There is something causing DLM to apply severe banding (i.e. capping the speed) particularly on the upload, that's why the SNRM is very high. Looking at the other sync speeds in the log almost all of them look like banded speeds  i.e. at or very close to an integer Mbps value such as  55, 49, 9.997. This is not normal behaviour. If openreach say the phone line is OK and you have powered down all the other electrical gear, especially the all the Homeplugs which I never use because they can cause interference on the VDSL2 signal, then it does suggest a problem at the cabinet.

By the way there is no 10 day training period on FTTC, it's a fallacy.
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marineio

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Re: BT Infinity - Extremely poor upload speed (799kbps) and disconnections
« Reply #6 on: August 04, 2020, 11:30:41 AM »

Hi guys,

The wireless signal (even with a proper wireless extender) is abhorrent where my desktop pc sits, hence getting the Homeplugs - they were installed after this problem was identified, however I understand how they may interfere. I have considered removing the homeplug from by the router and instead running a wifi extender to a homeplug closer to the router - do you think this should suffice for testing?

It's disconnected another two times since last night. That makes sense about there being no 2 week period - sometimes a reboot of the router brings back full speed...

Our "Maximum Data Rate" has now changed, the max upload speed has decreased. Our cabinet is 250M away (as the crow flies) - how deep are the telephony cables, and do they ever get damaged by other works? Welsh Water has been around replacing pipes earlier this year, directly opposite the cabinet (although I would have thought this would have caused more issues than just ours?). I've even checked our CCTV DVR, nothing is logged around those times it disconnects (I wondered if the camera switching it's IR filter in/out might be causing an EM spike). Short of turning the DVR off, I don't really know how to make sure that it's not the DVR's power supply (although I doubt it, no noise on any video signals, and the cabling doesn't cross).

The last engineer did mention about moving/swapping "something", but not sure where...

Code: [Select]
DSL uptime:0 days,04 Hours02 Mins32 Secs
Data rate:799 Kbps / 49 Mbps
Maximum data rate:1.949 Mbps / 63.923 Mbps
Noise margin:20.1 / 10.6
Line attenuation:9.0 / 18.7
Signal attenuation:7.4 / 22.8

Code: [Select]
07:22:40, 04 Aug.
DSL Link Up: Down Rate=49000kbps, Up Rate=799kbps; SNR Margin Down=8.3dB, Up=9.2dB
07:22:32, 04 Aug.
WAN Auto-sensing detected port DSL WAN
07:22:05, 04 Aug.
WAN Sensing Auto sensing Complete, interface selected
07:22:04, 04 Aug.
WAN Sensing Auto sensing Running
07:22:03, 04 Aug.
WAN Sensing Auto sensing Complete, interface selected
07:22:02, 04 Aug.
WAN Sensing Auto sensing Running
07:22:02, 04 Aug.
WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]
04:57:31, 04 Aug.
DSL Link Up: Down Rate=49000kbps, Up Rate=799kbps; SNR Margin Down=8.3dB, Up=9.1dB
04:57:23, 04 Aug.
WAN Auto-sensing detected port DSL WAN
04:56:55, 04 Aug.
WAN Sensing Auto sensing Complete, interface selected
04:56:54, 04 Aug.
WAN Sensing Auto sensing Running
04:56:53, 04 Aug.
WAN Sensing Auto sensing Complete, interface selected
04:56:53, 04 Aug.
WAN Sensing Auto sensing Running
04:56:53, 04 Aug.
WAN connection WAN2_INTERNET_PTM disconnected.[ERROR_NO_CARRIER]
« Last Edit: August 04, 2020, 11:43:29 AM by marineio »
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CarlT

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Re: BT Infinity - Extremely poor upload speed (799kbps) and disconnections
« Reply #7 on: August 04, 2020, 12:19:40 PM »

You're still showing a healthy SNR, and a very good theorectical max upload speed, if it was a faulty cable surely those figures would be impacted. I would get another engineer out and insist on a port swap as it could be a faulty port in the cabinet.

The issue obliged by providing this:

07:22:40, 04 Aug.
DSL Link Up: Down Rate=49000kbps, Up Rate=799kbps; SNR Margin Down=8.3dB, Up=9.2dB

There is something very wrong between the socket and the cabinet causing huge amounts of noise to impact the upstream. A port swap in the cabinet seems a good idea, as does a pair swap in between cabinet and home.
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gt94sss2

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Re: BT Infinity - Extremely poor upload speed (799kbps) and disconnections
« Reply #8 on: August 04, 2020, 02:38:18 PM »

if you're in touch with the Mods on the BT forum, ask for a visit by a "Boost" engineer/visit. Its something they should be able to raise and asking them might be easier than going through 151

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marineio

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Re: BT Infinity - Extremely poor upload speed (799kbps) and disconnections
« Reply #9 on: August 04, 2020, 11:11:28 PM »

The issue obliged by providing this:

07:22:40, 04 Aug.
as does a pair swap in between cabinet and home.

That is what the engineer said he did when they last visited - said he'd put us onto a different pair, thanks for jogging my memory.

I don't think a mod is on my topic on the BT forum, but I will ask!

I've since moved the router power supply to go directly into the wall socket (as it was when the problem originally occurred) and moved the Powerline adapter into an extension away from the router. I know it's still potentially providing interference, but i'm working on the fact that the problem existed before the powerline adapters were in use!
« Last Edit: August 04, 2020, 11:14:16 PM by marineio »
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Alex Atkin UK

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Re: BT Infinity - Extremely poor upload speed (799kbps) and disconnections
« Reply #10 on: August 05, 2020, 12:58:53 AM »

That is what the engineer said he did when they last visited - said he'd put us onto a different pair, thanks for jogging my memory.

I don't think a mod is on my topic on the BT forum, but I will ask!

I've since moved the router power supply to go directly into the wall socket (as it was when the problem originally occurred) and moved the Powerline adapter into an extension away from the router. I know it's still potentially providing interference, but i'm working on the fact that the problem existed before the powerline adapters were in use!

The thing is though, its going to be harder to diagnose while the Powerline is still potentially another source of interference.  Ideally you want it gone completely, at least until the underlying problem is solved as you may otherwise still think there is a problem when its in fact the Powerline creating an all new issue.
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marineio

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Re: BT Infinity - Extremely poor upload speed (799kbps) and disconnections
« Reply #11 on: August 05, 2020, 09:53:28 PM »

I'll disconnect them all before I go back to mine - i'll be back in about 6 days so should be enough time to determine if they're causing an issue.

If it is them causing the issue, how long after disconnecting them should you expect an increase in speed?

I will also (now) change the BT tv adapter over to a different one (if i've got a compatible one... i'm hoping it's less than 1.5A 12V as i'll use our old routers PSU just to rule out that being noisy).

Our local cabinet is a Huawei 288 if that makes any difference or use.
« Last Edit: August 05, 2020, 10:05:49 PM by marineio »
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marineio

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Re: BT Infinity - Extremely poor upload speed (799kbps) and disconnections
« Reply #12 on: August 14, 2020, 02:24:20 AM »

Aaaand the results are in: The home plugs are not the issue. Although the past 2 days has been the longest the connection has maintained, it is still only 799kbps/49mbps.

Hopefully the final engineer is booked for tomorrow, will ask them if they can change the port we're on. When we refer to "port" is it a plug in job, or like an IDC connection? Maybe a poor connection there? Or faulty hardware?
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Alex Atkin UK

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Re: BT Infinity - Extremely poor upload speed (799kbps) and disconnections
« Reply #13 on: August 15, 2020, 12:01:44 AM »

Aaaand the results are in: The home plugs are not the issue. Although the past 2 days has been the longest the connection has maintained, it is still only 799kbps/49mbps.

Hopefully the final engineer is booked for tomorrow, will ask them if they can change the port we're on. When we refer to "port" is it a plug in job, or like an IDC connection? Maybe a poor connection there? Or faulty hardware?

You misunderstand, I'm not saying the HomePlugs are the issue, simply that its a really good idea to have them removed while troubleshooting.  They may be causing interference that is impossible to see right now due to the main issue being far more significant, but then once the main issue gets solved at some point you might not be able to tell because now the HomePlugs interference becomes relevant.

When troubleshooting its important to remove as many potential sources of interference as you can, so that you can be 100% certain the ONLY problem is the initial one you are trying to resolve.  The same reason its always recommended to remove all extensions and plug directly into the test socket, remove as many potential sources of problems as possible.  It also means
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marineio

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Re: BT Infinity - Extremely poor upload speed (799kbps) and disconnections
« Reply #14 on: August 15, 2020, 05:04:42 PM »

Engineer has visited, found no faults with our own wiring and did mention that 50% of the tests performed came back fine, the other 50% had some loss of signal/attenuation or something.

He visited the pole and junction boxes in the road, and cut back/re-terminated our cabling, and also bypassed a lightening arrestor on the pole? which are known to cause issues with FTTC.

I did enquire about port swapping but he said until the line tests ok all the time, that's an unlikely thing to happen as BT Wholesale won't permit it.

These are our stats now, so hopefully this is how it'll stay!

Code: [Select]
DSL uptime:0 days,01 Hours27 Mins30 Secs
Data rate:9.997 Mbps / 55 Mbps
Maximum data rate:16.160 Mbps / 62.166 Mbps
Noise margin:9.4 / 7.7
Line attenuation:8.3 / 17.8
Signal attenuation:8.3 / 22.9
« Last Edit: August 15, 2020, 05:10:11 PM by marineio »
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