More BT Infinity issues?

Fragil1ty

Fragil1ty

Fragil1ty

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Joined
8 Jan 2011
Posts
444
Just a quick overview, about a month ago, I had to get a line-tech out to fix my connection because it was dropping as soon as it was coming online 90% of the time. He came out, he fixed it and it was a problem at the FTTC. And it was been perfect for well over a month and all has been well.

So for the past 2 days, I've been experiencing problems (again), essentially what's happening is my net will go down/lose connection, however you want to look at it and then it'll come back say .. 10-30 seconds later, it's really annoying when you're trying to watch netflix, game, etc.

I'm located in the NW of England area, near Liverpool. I'm just wondering if anyone else has had this issue or is having this issue as I'm going to give it one more day to sort itself out and then going to have to get ANOTHER tech out, sigh.
 
It could be that the Openreach guy who fixed your service didn't do a fantastic job.

What's your connection speed like? Is it down from the usual?
 
Tealc said:
It could be that the Openreach guy who fixed your service didn't do a fantastic job.

What's your connection speed like? Is it down from the usual?
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It actually is, I'm only getting 40-49mb whereas before I was getting 60+ and what not. I'm still getting full upload speeds, but the download speeds have diminished a little bit.

I went to bed last night and I left a chat window open with a friend on Steam, as it tells you when you've lost connection and then regained connection and here are the results from last night, I'm waking up at 10am this morning.

3:13 - Lost connection to steam, will rejoin chat automiatically when connection regained.
3:13 - Connected again and rejoined chat.

3:20 - Lost connection to steam, will rejoin chat automiatically when connection regained.
3:20 - Connected again and rejoined chat.

3:45 - Lost connection to steam, will rejoin chat automiatically when connection regained.
3:45 - Connected again and rejoined chat.

3:49 - Lost connection to steam, will rejoin chat automiatically when connection regained.
3:49 - Connected again and rejoined chat.

4:06 - Lost connection to steam, will rejoin chat automiatically when connection regained.
4:06 - Connected again and rejoined chat.

4:31 - Lost connection to steam, will rejoin chat automiatically when connection regained.
4:31 - Connected again and rejoined chat.

5:43 - Lost connection to steam, will rejoin chat automiatically when connection regained.
5:43 - Connected again and rejoined chat.
Click to expand...
 
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Had to get in contact with customer support again and I'm going to get a call from network support in the next 48 hours or something and then, if it needs to be escalated then it will be and what not.

/fun
 
I have a Homehub 3 and I normally get around 53mb but after a speed test, it's down to 3-4Mb but upload remains over 10Mb. A restart of the hub brings it back to 50Mb+. It appears I have to do this on a regular basis everyday.

I have wireless printer issues with it also and I seem to be connection lost errors when streaming video. Would this be similar to yourself?
 
Scream said:
I have a Homehub 3 and I normally get around 53mb but after a speed test, it's down to 3-4Mb but upload remains over 10Mb. A restart of the hub brings it back to 50Mb+. It appears I have to do this on a regular basis everyday.

I have wireless printer issues with it also and I seem to be connection lost errors when streaming video. Would this be similar to yourself?
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Not entirely no, the problem that I've been having has only been occurring over the past couple of days is essentially, the connection would drop for about 10 seconds to 30 seconds and then it would re-connect as if it were nothing.

My download speeds are down slightly, but only about 10mb or so, I usually get around 62-65mb, I don't really care about the download speeds, 50mb is fine, but it's just annoying when the connection dips in and out all the time.

Your problems seem to be a little worse than mine though, I'd contact tech support/customer support as soon as possible and get it sorted out, maybe you have a faulty router.
 
Fragil1ty said:
I went to bed last night and I left a chat window open with a friend on Steam, as it tells you when you've lost connection and then regained connection and here are the results from last night, I'm waking up at 10am this morning.
Click to expand...

Leaving Steam chat open is far from an accurate test to gauge a true reflection of your line's up-time...

Steam's friend server is notorious for being up and down, you couldn't of picked a worse method of testing. :D

You simply need to look at your router's log page and see when it is dropping sync etc.
 
Scream said:
I have a Homehub 3 and I normally get around 53mb but after a speed test, it's down to 3-4Mb but upload remains over 10Mb. A restart of the hub brings it back to 50Mb+. It appears I have to do this on a regular basis everyday.

I have wireless printer issues with it also and I seem to be connection lost errors when streaming video. Would this be similar to yourself?
Click to expand...

I have this EXACT issue and it's driving me nuts.
 
Sparx said:
Leaving Steam chat open is far from an accurate test to gauge a true reflection of your line's up-time...

Steam's friend server is notorious for being up and down, you couldn't of picked a worse method of testing. :D

You simply need to look at your router's log page and see when it is dropping sync etc.
Click to expand...

Nope, steam was up during this time and it wasn't a method to test "my line up time", it was a method to test when it was going down that night. Obviously if it were a more serious problem, I wouldn't find other means to test my line's connectivity and what not. I checked with a friend and his connection didn't go down once, all night. So yeah. Thanks though.

fastwunz said:
I have this EXACT issue and it's driving me nuts.
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It sucks mate.

I rang them up today (the issues have been a lot less frequent as of late, but I wanted to get this sorted out, it's just not on).

So I rang them up, I informed them in thorough of the situation, they advised me that it seem as if (from their tests) that it may be a modem issue, so I went ahead and got a free BT Home Hub 5, I was previously on the HH3. I had to renew my contract for another 12 months of course, but hey, that's fine by me.

That's going to be coming tomorrow, I'll switch to the new router and then report back here with the results and what not.
 
Update:

I was supposed to get my new router, the BT HH5 but it did not come, even though I would be paying for the shipping, I checked and it's coming through Parcelforce's 24hour service, but yeah, it wont be coming until Monday, it's not that big of a deal, but when you're dealing with constant interrupts because your modem is dying, yeah it's a little annoying. Even more annoying when you're TV is connected to the Internet. But hey ho, oh well.

AWPC said:
Had the same issue as well here is how to fix:

Enable ALL Wifi connections on the BT HH5!

Then wait for BT to update your HH5 firmware remotely.

Go here to read more about the issue its affected a LOT of BT Infinity users recently :(
https://community.bt.com/t5/BT-Infinity-Speed-Connection/bd-p/BTInfinity
Click to expand...

What do you mean by 'enable all wifi connections on the BT HH5?'

And will the BT Firmware be updated automatically, or do i I have to do something about it?

Thanks.
 
My Home hub 3 was a nightmare

I had intermittent speed drops on the wifi every two days or so. would drop to 2 mbs, upload unaffected.

No event log errors, no issues with wired devices, just wifi.

Re sited the hub, removed the non essential wired devices, changed channel, switched off FON. Still the same.

Only way to resolve the issue was to either change channel or reboot.

Had the original replaced and all was good for a number of months, then the same issue again.

Long story short (We had some fantastic conversations about them testing my Wifi from India, testing the line and of course, "BT does not support Wifi") Anyway, I moaned and moaned till they gave me a Home Hub 4. No issues since.
 
Strudders said:
My Home hub 3 was a nightmare

I had intermittent speed drops on the wifi every two days or so. would drop to 2 mbs, upload unaffected.

No event log errors, no issues with wired devices, just wifi.

Re sited the hub, removed the non essential wired devices, changed channel, switched off FON. Still the same.

Only way to resolve the issue was to either change channel or reboot.

Had the original replaced and all was good for a number of months, then the same issue again.

Long story short (We had some fantastic conversations about them testing my Wifi from India, testing the line and of course, "BT does not support Wifi") Anyway, I moaned and moaned till they gave me a Home Hub 4. No issues since.
Click to expand...

It seems to me that once the issues start, they just don't stop and that's a little annoying to be honest.

Here's an update anyhow.

  • HH5 arrived and installed
  • Noticed that my speeds were low, I normally get 73/18, I'm currently getting 37/11
  • Phoned up BT, inquired about this, was told my line would be monitored and I would be contacted within 48 hours (again)
  • Going to wait for the call and then get an engineer out to my resident
  • fun

Personally, I think the engineer that I got out a month ago, although he fixed the problem at the time, I don't think he did a well enough job now that these issues are occurring, but he did tell me that if there are a lot of drops on the line, the line will adjust itself in an attempt to stabalise itself, maybe that's what's happened here? I'm just not sure.

Just want it fixed really.
 
Update 2:

  • Phoned BT, service rep wouldn't escalate my call as I felt I was getting no where (he actually told me to use IE to increase my speeds?)
  • Re-rang, got a better representative and he booked me out an engineer straight away
  • Engineer coming tomorrow to fix my line (not sure what he's going to be able to do if anything, as my line is stable, it's just my speeds that are not)
  • Line is now stable but my speeds are way, way down
  • Paying for BT Infinity 2, used to get 73/18, not only getting 30/10 (even worse speeds than yesterday, fun times)

Will report back tomorrow when hopefully everything is fixed.

Edit:

4187271002.png


BT Infinity 2 - Speedtest @4:54AM 4/3/15
 
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your ping is quite high for a Speedtest result. Especially on Infinity 2

I would test on other severs to get a comparison as you are only on copper to the cab and given your previous speeds, it's not that far away. So I would expect a ping to be around 1 to 15 Ms

Also have you tried BT Wholesale Speed Test

As for upload, Try uploading large mounts of data. I do it to my cloud and then download. I use a 1 -2 Gb file and then ping pong them up and down.. I find this kicks the upload to full rate. I have had it throttle at 9 when IP's have changed or BT have been messing about with my connection. However after about about 10-15 Gb of uploads it goes to the higher upload speed.
 
Strudders said:
your ping is quite high for a Speedtest result. Especially on Infinity 2

I would test on other severs to get a comparison as you are only on copper to the cab and given your previous speeds, it's not that far away. So I would expect a ping to be around 1 to 15 Ms

Also have you tried BT Wholesale Speed Test

As for upload, Try uploading large mounts of data. I do it to my cloud and then download. I use a 1 -2 Gb file and then ping pong them up and down.. I find this kicks the upload to full rate. I have had it throttle at 9 when IP's have changed or BT have been messing about with my connection. However after about about 10-15 Gb of uploads it goes to the higher upload speed.
Click to expand...

Oh I know mate, it's just absolutely terrible, here's todays antics anyway.

I was supposed to have an engineer come out between the time frame 1-6pm, he didn't show by 4:30, so I went ahead and gave BT another call, it seems that I get through to them straight away as of recently? Not sure what that's about.

She then informed me that he had tried to knock and gain entrance into my premises, but he didn't so that's a major cop-out/lie. She then informed me that he tried to contact me, but that was a lie also, I had no call day and the only text that was on my phone was an engineer confirmation text, nothing more.

I then told the lady on the phone that I want to speak to a supervisor/manager as this has gone on long enough, she then told me that the manager was going to get on the phone with the engineer/cabinet people or some other nonsense like that and I would be getting a call back between 5/6pm, so far it's 5:30 and I've had no call back, so more than likely that's not going to happen either.

My internet does seem to be a lot more stable than it has been over the past week and i'm glad because of that, but my speeds are down incredibly, it's like i've been downgraded to BT Infinity 1 or some crap. I have heavy usage in my home, I have a whole family that uses it which ranges from 5-7 people using it at any one time and 30mb just isn't going to cut it.

Here's the wholesale test though.

2015030417261126.png
 
Mmmmm

They are little tinkers these BT peeps...

Couple of things.
As you had a home hub 3 you must still have the openreach VDSL2 modem at your premises?
Have you connected that to the HH5 via the Wan port or have you disconnected that and plugged in the HH5 to the Master socket?

Can you also see if your IP address's have been chamging over the past few days? (check speedtest results)

TBH I am very surprised they are sending an engineer out after such a short time. I would have expected them to say that your line should be monitored for two weeks.
TBF there is not much the engineer will be able to do. If there is a connection and its OK, (your original speed not withstanding) they will say "it will take a few weeks to sort itself out"

Hopefully by the time I have typed this BT will have got back to you
 
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